Frequently Asked Questions

1) What are the available modes of payment?
We accept payment through MasterCard and Visa. If this is not your preferred payment mode, you may reach out to us. We'll do our best to help.

2) Why is my discount code not working?
Your discount code might have expired or a technical glitch might have occurred. If you are able to confirm the discount code has not expired, please reach out to us - we'll make up for it.

3) How do I know if my order has been shipped?
There are four stages from our order to delivery:

Stage 1 Order Acceptance: Our cut-off time is at 9am sharp Monday to Friday (except Public Holidays). Orders before 9am will be processed on the same day. Orders after 9am will be processed on the next business day. *However, if your order is urgent, please reach out to us. As dog owners, we understand that sometimes, we may forget our paw pals' birthday or underestimate the speed our dogs use their pee pads.

Stage 2 Dispatch: Orders that are in stock and complete will be dispatched on between 1 to 3 working days. Otherwise we will place an order from our suppliers to complete the order. We endeavor to dispatch your order between 1-3 working days.

Stage 3 Dispatch Notification: You should expect a notification from us on the day when your order is ready to be shipped. If you do not receive the notification between 1-3 working days, do reach out to us and we will assist you promptly.

Stage 4 On Delivery: You will receive an SMS/WhatsApp message from us on the day the order is out for delivery. If you will not be around to receive it, do let us know where else we can place them, or if you need us to come back on another day.

4) Can I cancel or amend my order?
Amendments or cancellations can't be made once an order has been placed. We always want to make sure your order's delivered to you as quickly as possible, so it's sent for processing as soon as an order is placed.

However, if you need any assistance, do contact us the soonest you change your mind.

5) What if my order is urgent?
We offer a paid shipping service for same-day and time-specific orders, subject to availability. Please reach out to us if you need to expedite an order.

1) What are the delivery options?

Options	Fee	Time
Delivery (Orders >$50)	FREE	Flexible: Monday to Friday, 9am - 9pm Slot 1: Monday to Friday, 9am - 12pm Slot 2: Monday to Friday, 12pm - 4pm Slot 3: Monday to Friday, 4pm - 9pm Slot 4: Sunday, 9am - 9pm
Delivery (Orders <$50)	$7	Flexible: Monday to Friday, 9am - 9pm Slot 1: Monday to Friday, 9am - 12pm Slot 2: Monday to Friday, 12pm - 4pm Slot 3: Monday to Friday, 4pm - 9pm Slot 4: Sunday, 9am - 9pm
Delivery Plus	$15	Monday to Friday, 9am - 9pm Sunday, 9am - 9pm *Subject to availability
Self Collection	FREE	Monday to Friday between 9am -9pm Sunday between 9am - 9pm *Subject to availability

 

2) Can I request for same-day or time-specific deliveries?
Yes, our shipping options are designed to be simple and flexible to suit your needs. Same-day or time-specific deliveries will be fulfilled under our Shipping Plus option (+$15) from Monday to Friday between 9am -9pm, and Sunday between 9AM to 9PM.

Do confirm with us on the availability to avoid disappointment.

3) Can I self collect my order instead?
Yes, of course. You may reach out to us to set up an appointment with us.

4) What time will my delivery arrive?
Self Collect*: 9am to 4pm, Monday to Friday
Flexible: Monday to Friday, 9AM to 9PM
Slot 1: Monday to Friday, 9AM to 12PM
Slot 2: Monday to Friday, 12PM - 4PM
Slot 3: Monday to Friday, 4PM - 9PM
Slot 4: Sunday, 9AM to 9PM

*Self Collection: Appointment based only

5) What should I do if I had missed my delivery?
The package (dry items) will be returned to our fulfilment center with the exception of frozen/ chilled products which will be discarded due to food safety. You may arrange an appointment with us to pick it up or redeliver for a fee of $7.

We strongly recommend you to ensure the accuracy of shipping option, address and contact information submitted to ensure a pleasant fulfillment experience.

6) What should I do if I did not receive my parcel on the stipulated date?
We are sorry if you are experiencing this. If you have the order number from your confirmation email, please drop us an email and we will be glad to run a check for you.

7) Do you ship internationally?
We are not shipping internationally right now but we hope to do so in the near future.

8) Can you track orders?
Once they are ready to be dispatched, you will receive an SMS/WhatsApp message about it. If you need to track your delivery, you can then contact the same number that was used to contact you, with your order number, to track your order.

1) Do you accept direct exchange?
Once they are ready to be dispatched, you will receive an SMS/WhatsApp message about it. If you need to track your delivery, you can then contact the same number that was used to contact you, with your order number, to track your order.

2) Can I return my purchase?
In the unlikely event that there is a problem, you will need to let us know within 7 days of the delivery of the order by writing to us at hello@eatplaywoof.sg.

We will exchange the product if:
- It was delivered in a damaged condition, expired, or is less than 6 months to expiry.
- It has a manufacturer’s defect.
- The wrong product was delivered.

Please note that items can only be exchanged if:
- It is returned in its original & sealed packaging.
- It is not purchased during flash deals.
- It is not purchased with discount codes.

If the above conditions are met, we will arrange to collect the goods to be exchanged and send a replacement at the earliest available time, and the delivery charges will be taken care of by us if the product is defective. Alternatively, you may also opt for a refund.

3) How long does it take for the refund to be processed?
When the item reaches us, our customer care team will review the condition of the item. We will confirm receipt and issue a refund to the same card used for payment in 14 working days.

4) What should I do if there are missing or defective items in my order?
We are terribly sorry if you have to go through this. Please reach out to us at hello@eatplaywoof.sg within 7 days and we will address it with immediate priority.

5) How do you ensure my items are in good condition before it reaches me?

We have put in place tight processes to ensure the quality of the products we dispatch. There are four critical stages where inspections will be held.

Stage 1:  When we receive the goods at our warehouse and / or before we collect the goods

Stage 2: Before we pack the goods

Stage 3: After the order is packed and ready to be dispatched

Stage 4: When the order is picked up and delivered to you

 

Photos will also be taken at the different stages so everyone on the team is kept in the loop.

1) What are your operating hours?
We operate from Monday to Friday, 9am to 6pm excluding Public Holidays. If your order is submitted during operating hours and would like to arrange for weekend deliveries, you may reach out to us to make arrangements.

2) Do you make deliveries on weekends and Public Holidays?

If your order was submitted before 9am on Friday, and would like to arrange for weekend deliveries, you may reach out to us to make arrangements.

Orders made beyond 9am on Friday will not make it in time to be processed for weekend for Public Holidays deliveries.