FAQ:

(A) Delivery:

Qn: What are the charges for home delivery?

Ans: For orders > SGD 60.00, delivery is free of charge.

         For orders < SGD 60.00, there will be a delivery fee of SGD 10.00.

         For delivery within the CDB area, there will be a SGD 3 ERP surcharge.

 

Qn: When will the orders be delivered?

Ans: Please refer to timetable at check out page for available delivery day and time. It will usually take 3 working days. We will also be able to deliver earlier if you require an urgent delivery. 

 

Qn: Can I request for urgent delivery?

Ans: Please contact us @ 9026 4166 if you require urgent delivery. We will be pleased to deliver your orders/service. (Please note that delivery will be based on our stock's availability and time slots.)

 

Qn: Is there any restriction in location for delivery?

Ans: Delivery is island-wide in Singapore only. Delivery outside Singapore is unavailable.

__________________________________________________________________________________

 

(B) Order/Purchase:

Qn: How do I know if my order is confirmed?

Ans: You will receive an email notification from us upon confirmation of order.

If you do not receive any email after submission of your order, please check to ensure our email has not been filtered to your junk mail box.

 

Qn: Can I request to repack dry food?

Ans: Yes this is an extra service to our customers and is free of charge. Please indicate your request in the comment box at the check out page.

 

Please be assured that we will pack and seal our dry food with hygienic, good quality bags. Please note that the condition of repacked dry food might be altered (as compared to dry food in its original package from manufacturer). We will deliver original package with the repacked dry food. Please check all repacked dry food products upon delivery. We regret to inform you that once repacked items accepted, we do not accept exchange/refund.

 

Qn: Can I change/cancel my order?

Ans: You may change or cancel your order by calling us at least 6 hours in advance prior to delivery.

 

Qn: What if an item I have ordered is out of stock?

Ans: Our friendly customer service personnel will be pleased to contact you and advise on the estimated waiting time required for product availability or the best alternative products.

 

Qn: What if an item I am interested is not listed on your website?

Ans: Please drop us an email at admin@pawfamily.sg or call our hotline 9026 4166. We will do our best to help.

__________________________________________________________________________________

 

 (C) Payment:

Qn: What are the modes of payments?

 

Ans: Payments can be made via:

 

1)      Internet Banking / ATM transfer

         DBS Saving Account 066-2-004703

         or

         OCBC Corporate Current Account 557-799780-001

         Fund transfer has to be completed before order will be processed

 

2)      Cheque made payable to ‘Paw Family’ and cross “Bearer”

 

3)      Wireless NETS / Cashcard

          Our driver will arrive at your doorstep with a wireless NETS terminal. You will need to swipe your ATM/cashcard and enter your pin number

          to complete the transaction.

 

4)      Paypal

         Worldwide secure online payment using credit card.

 

Qn: Does the price include GST?

Ans: GST is absorbed by Paw Family. Hence, no GST is imposed on your purchase.

 

Qn: What should I do if I want to enjoy the additional 6%-10% promotion for orders above $200?

Ans: You have to submit your order first. Upon receiving your order, we will send you your revised total after discount by email. You can then

          make payment accordingly.

          Please note that this promotion does not apply to credit card payment.

__________________________________________________________________________________

 

 

(D) Exchange/Refund:

Qn: Can I exchange the products that I have ordered?

Ans: - We are able to provide 1 to 1 exchange for food items with manufacturing defects               

         - Item must  be returned within 7 days in its original packaging from the date of delivery

         - Kindly provide us the original invoice as a proof of purchase

         - We encourage our customers to check for defects on accepting our delivered products

         - Please note that there will be no exchange for repacked food as mentioned in Point (B) above

 

Qn: Can I get refund instead of exchanging the product I ordered?

Ans: There will be no refund for products delivered.

__________________________________________________________________________________

 

 

(E) Members to Paw Family:

Qn: Why do I sign up as a member?

Ans: Only registered members will be entitled to our Loyalty Rewards Programme.

 “Paw Points” will be allocated for each item ordered. They can be used to redeem free products or to enjoy discounts for their future purchases.

Kindly refer to our “Paw Rewards” Page for more information on our loyalty rewards.

 

Qn: How can I sign up as a member?

Ans: Simply “Log In” on the top right hand corner of the website. You will see “Create an Account”. Just click on it and fill in your particulars to be our member.

 

Qn: What if I forget my password?

Ans: Don’t worry. You can click “Log In” and then “Forgot Your Password?”. You will be asked to provide your email address. Upon typing in your email address, click on the “SUBMIT” button and you will receive a new password sent to the email address that you have just submitted.