FAQ
Do you offer same-day delivery?
Same-day delivery for qualifying products is based on product availability and on the time of day the order is placed.
How is the delivery charge calculated?
The shipping cost is a flat fee. The cost of shipping will be based on the address you provide during checkout and will be displayed clearly.
How do I know if free shipping applies?
In case of running a promo that offers free shipping, it will be noted on the product page and in your Cart.
Can I return an unopened item?
We accept returns. You can return unopened items in the original packaging within 14-days of your purchase with receipt or proof of purchase. If 14-days or more have passed since your purchase, we cannot offer you a refund or an exchange.
What if my order is damaged, defective, incomplete, or incorrect?
You may return items received as damaged, defective, not suitable for use and not as described on the website to us within 14-days of its delivery. All claims for shortages, damages, wrong products, returns must be made within 1 day of delivery.
Are sale items refundable?
Only regular priced items may be refunded. Sale items are non-refundable.
Which items cannot be returned?
Some items are non-refundable and non-exchangeable. These include:
- Products that are opened, used, not in their original packaging, or otherwise not in the condition they were received in.
- Any product missing the serial number or bar code.
- Goods with short expiry dates.
- Products that cannot be returned for hygiene or safety reasons, including:
- Certain wet food products.
- Certain dry food products.
- Certain vet medical products.
- Certain products that requires special storage conditions for example but not limited to refrigeration, dry environment…etc.
- Clothes, pads, and similar products that can transmit dermal diseases.
How are returns checked and refunds processed?
Upon receipt of the returned item, we will fully examine it and notify you via email, within a reasonable period of time, whether you are entitled to a return. If you are entitled to a return, we will refund your purchase price and a credit will automatically be applied to your original method of payment.
We will assess and validate all the returned items before we process a refund. If we cannot find the reason stated for the return or if the item is not eligible for return, we will send the item back to you and no refund is given.
Are shipping and handling charges refundable?
Refunds do not include any shipping and handling charges shown on the packaging slip or invoice. Shipping charges for all returns must be prepaid and insured by you. You are responsible for any loss or damage to products during shipment. We do not guarantee that we will receive your returned item. Shipping and handling charges are not refundable. Any amounts refunded will not include the cost of shipping.