FREQUENTLY ASKED QUESTIONS

We provide basic and full grooming services for dogs and cats at Pawpy Kisses. Our services also include Spa Treatment that is very beneficial to your dog or cat skin & coat. For all pet grooming services please visit here.

We are not able to give you a direct price quotation for our pet grooming services as the charges may vary due to various factor such as dog size, weight of the dog, etc.

However, here is our estimated price list for dog grooming services, cat grooming services and pet spa treatment.

For Pawpy Kisses pet grooming service, we do not accept walk-in and all customers will have to book or schedule an appointment with us. You can book via our grooming hotline and our groomers will able to assist you.

Please expect delay of up to 1 business day before our groomers are able to revert to your message.

Yes, we provide island-wide transport service to and fro at Pawpy Kisses. We do provide free transport service at the selected zone only. For areas that do not fall under the free transport zone, there will be charges for non-free transport zone.

Please take note, for Saturday there will be no transport service. For Sunday, there will be a charge of $10 on free transport zone area.

You may check the charges rate for various transport zone via here or you may message us find out more information.

The Non-Anesthetic Dental Teeth Cleaning service is only available for dogs.

Learn more about of our Non-Anesthetic Dental Dog Teeth Cleaning Service.

We will receive an email notification for every order that we have received and it will be deemed as confirmed order. However, if you had opted to use Bank Deposits or manual payment method, we will verify the payment and once we had done that, the order will be confirmed.

We will inform you in regards to the item that is out of stock and refund the payment to you based on the item that was out of stock. Please take note that for Credit Card or Paypal payment method, the refunded payment will take a few days before you will receive the refund.

If you're facing trouble ordering from our website, we will try our very best to assist you to solve your issue. You may write in to us via email info@pawpykisses.com or you can contact us via Whatsapp message +6587984392.

For local delivery, our delivery charges is up to $6 if the order is below $60.

Orders $25 & below - $7.

Orders $25 & above - $4.50.

Free delivery for orders $60 & above.

Free delivery service when the order amount spent is $60 or more.

We will deliver your order in 1 to 4 business days. Please assure that we will expedite for all orders to be delivered in the fastest time so all of our customers would able to receive the goods.

Please take note that we do not have delivery on Sunday as we're closed.

1. All orders are processed from Monday to Friday except for weekend.
2. Weekend order will be processed from Monday.

We have our own in-house delivery team and for every delivery, our team will send a 'Delivery Confirmation Message' via WhatsApp or SMS and will require acknowledgement on the delivery details before we proceed with confirming the delivery.

1) Delivery Address*:

2) Date*:

3) Estimated Time*:

4) If uncontactable during delivery, do we have the permission to leave it outside your house yes / no?*

Our delivery WITH or WITHOUT special request are pre-arranged. Once its confirmed, we will not be able to make any changes once the delivery driver pick the order and out for delivery.

Please note that we DO NOT provide specific time slot delivery service. We will not be able to accomodate a delivery request on a specific time.

Failed Delivery Attempt

For chilled or frozen product, we are unable to leave it out on your doorstep due to food safety reason unless special instruction is given by the buyer. For eg. Leave it ouside the house. In the event of failed delivery and instruction is given to leave frozen or chilled product outside the house, we will not be liable for any damages of the product.

You may give us special instruction such as to put your order in the water riser, shoe rack, etc.. (Preferbly for dry products).

For condominium address, if our driver cannot access into the building (locked gate or stopped by the security personnel at guard house), it will be deemed as failed delivery attempt and there will be charges for redelivery.

For any failed delivery attempt due to the reasons below, there will be a $7 re-delivery charge.

1. Last minute changes of delivery address while delivery is on-route.
2. Wrong delivery address stated in the order.
3. Nobody to receive the order when the delivery time slot is confirmed.
4. Opt for 'No' to leave order outside the house if during delivery the buyer is uncontactable upon reaching the delivery address.

For self-collection, our team will notify you via your provided phone contact number when your order is ready for self-collection.

Pawpy Kisses is a Singapore online pet shop and we do not provide international shipping. We only deliver locally in Singapore.

For the order's address to the shipment forwarder service company located in Singapore, the order will be cancelled and refunded. Due to the possibility of missing or damaged items during shipment, we will not be able to provide any customer service support if it's shipped overseas.

We recommend shopping from your local pet shop, and you may seek their advice for the alternative if they do not have the brand or product that is available on our online pet shop.

We have various payment method that you can use on our online pet shop.

1. Credit Card such as VISA and/or MASTER.
2. Paypal.
3. Bank Deposit.
4. FavePay (3% Cashback). Updated as of Aug 21.
5. GrabPay.
6. PayNow

For retail shop, please note that the list of payment methods below are valid.

1. Credit Card such as VISA and/or MASTER.
2. NETS.
3. FavePay (3% Cashback). Updated as of Aug 21.
4. GrabPay.
5. Cash payment.

FavePay Payment Instruction

1. Open the Fave app on your smartphone.
2. Search for "Pawpy Kisses" and press the green "Pay" button.
3. Input the correct amount reflected in your order and press continue.

Once completed, please send us an email via info@pawpykisses.com with a screenshot of the transaction, along with the order number.

Alternatively, WhatsApp message to +65 8798 4392 with the screenshot of the transaction and inform us of the order number.

Earn 3% cashback and valid for use on the next visit. (Please note, the cashback will be forfeited if not used within 3 months.)

FavePay Cashback Terms and Conditions Applies.

PayNow Payment Instruction

For PayNow: You can PayNow to our UEN 202008651C.

For every purchase, Pawpy Points will be awarded for every $1 spent and it is equivalent to 1 Pawpy Points. We have reward tiers for customers that have spent certain amount with multiplier point bonus of up to 3 times rate.

1. Base Tier (0 - 499 Pawpy Points): Every $1 spent, you will be awarded 1 Pawpy Points.
2. High Flyer Tier (500-1199 Pawpy Points): Every $1 spent, you will be awarded with 2 Pawpy Points.
3. VIP Tier (1200 & more Pawpy Points): Every $1 spent, you will be awarded with 3 Pawpy Points.

You can either use the Pawpy Points to redeem discount coupon or use it to redeem free item(s).

For redemption of the discount coupon with our Pawpy Points, the below are the redeemable coupons:

1. $2 OFF Coupon - 300 Pawpy Points.
2. $3 OFF Coupon - 450 Pawpy Points.
3. $5 OFF Coupon - 750 Pawpy Points.
4. $10 OFF Coupon - 1300 Pawpy Points.

If you prefer to redeem free item(s), please follow the requirement and ensure that the item is added to the cart. You can check with us beforehand, if you do not understand how it works.

Our Pawpy Points Reward Program is designed in a way that you're able to redeem a "Discount Coupon" for almost every purchase when you reached our VIP tier through shopping from our website and using our pet grooming services.

T&C: Pawpy Kisses reserves the rights to amend the Pawpy Points Reward Program without any prior notice.

Go to the shop vouchers and click the "Activate" button.

Here are the few pointers that you can check on why the shop voucher can't be applied.

• The requirement of the shop voucher such as order amount, quantity of item, etc.
• End date of the shop voucher.

Still can't figure out? Contact us and we will do our best to assist you.

If an order does not meet the shop voucher minimum requirement due to out of stock item(s), you're required to change the out of stock item(s) to another item(s) to meet the discount coupon requirement or the order will be cancelled.

Shop Voucher terms & conditions has to be strictly followed. Pawpy Kisses reserves the rights to cancel any order if we found that it is not adhered to the terms & conditions.

For example, using multiple email address and apply the $8 OFF first-time purchase shop voucher. (limited to one per household).

Without prejudice, Pawpy Kisses do not recommend the repacking of pet food in view of Singapore’s Feeding Stuffs Act which prohibits the repacking of commercially-imported pet food due to:

1. Loss of wholesomeness and freshness
2. Risk of contamination.
   However, per the Agri-Food and Veterinary Authority (AVA) advisory notice dated 20 January 2012, repacking done for individual customers is allowed if its guidelines are followed.

In compliance with the aforesaid legislation and advisory notice, We have instituted its Repacking Policy as follows:

1. Any warranty or guarantee on the quality or function of the pet food will be null and void for the repacked pet food.
2. All repacked pet food is non-exchangeable and non-refundable.
3. We will not be held responsible for any damage, refund, claim or liability whatsoever, including but not limited to illness or death arising out of or in connection with the repacked pet food.
4. Please refer to the original packaging for the expiry date.
5. Repacked date is only for your reference and can be found printed on each individual pack.

Please be informed that for any machine-repacked pet food:

• Each pack is estimated to be of similar size/weight, except for the final pack which may not be the same due to the residual content.
• Packs will be restored in original packaging as far as possible. In the event that space is constrained, repacked pet food will be stored in a separate packaging.
• While cross-contamination is minimized as much as possible, this product is repacked in our facility where other brands of pet food are also handled.

If you would still like to opt for repacking, we charge $2 per bag repacked.

Repacking pet food does not guarantee freshness and prevents mould. Even with vacuum-packed food, mould can still happen, and it is impossible to remove 100% air.

We recommend to store the pet food in the original bag as most bags are designed to keep the dry food or kibbles fresh. Do store the food bag in a cool dry place.

Pet parents are strongly advised to check the item(s) purchased at the time of delivery to avoid any possible dispute. All item(s) leaving for dispatch have been checked for quality and quantity accuracy.

We will not be checking the inside of the item(s) that are pre-sealed.

The Return, Exchange and Refund Policy described below only apply to online purchases made through www.pawpykisses.com.

More information:

1. If the item(s) is returned and/or exchanged, customer(s) is responsible for: return shipping amount – SGD$10 delivery charge/trip.
2. All sale items (with vouchers, promo codes, promotion, and clearance) cannot be exchanged or returned.

1. We will ONLY exchange item(s) due to past its Expiry Date / Damaged Condition Upon Delivery, Delivered of Wrong Item and/or Manufacturer's Defect Item.
2. All exchanges must be returned within 7 days of purchase in its original packaging and condition (unused and unsoiled).
3. We will require the original order invoice as proof of purchase from www.pawpykisses.com.
4. Please note that the item(s) cannot be exchanged without the original tax invoice and we reserve the right not to accept the item(s).
5. The item(s) will be inspected upon received.
6. Frozen / Chilled products are not exchangeable / returnable due to food safety reasons.
7. All returned item(s) must be in good condition and all original packaging (including original tax invoice) must be in place for full refund to be issued.
8. We do not provide delivery service for any exchange or return item(s).
9. For exchange or return of your purchase to the following address: 238 Balestier Road #01-02 Singapore 329701.

1. No refund will be issued for perishable products - food, treats, etc.
2. No refund will be issued if the product shows signs of use.
3. Refund is only case by case basis.
4. Our guarantee does not cover accidental damage or wear of product caused by customer.