Refunds and exchanges

We strictly do not offer any exchanges.

However, in the unlikely event that your item has been damaged during shipping, please contact us within 24 hours upon receipt of your order via 'Contact Us'. Do provide multiple UPCLOSE photos showing the damage(s). We will not entertain damages due to own negligence or mishandling. Examples would include light scratches and teeth marks.

We will be able to do the following types of refunds purely based on a case-by-case basis:

1. Partial refund, should you decide to keep the item. A mutual agreement on the amount will be made by both the seller and customer.

2. Full refund, should you decide to return the item. This is subjected to the following conditions:

  • Customer is responsible to pack the package in its entirety into a mailer bag or Smartpac. Do include the original poly-mailer, protective velvet bag, any free gifts and the actual item). Customer will take a photo of the contents.
  • Customer is responsible to mail the entire package back to us within 5 working days from when our conversation has taken place via Singpost tracked mail/Smartpac, and provide the tracking details and a photo/video of the parcel package being mailed to us. We strictly do not entertain requests to personally pick up your package. We will not be able to provide a refund if the package is lost in transit.
  • Customer will bear the delivery costs.
  • We will not offer a full refund if the above 3 conditions are not met.
Should the item in question be part of a order consisting of other items, we will:
  • Refund the full amount of the single item in question (after any deductions of discount codes used). 
  • Re-charge back any free shipping promotion, unless the rest of the items in the order make up to at least $70.
  • Re-charge any deductions from 'buy 5 get 10%' off promotion to all items, unless the rest of the order adds up to 5 more items after this refund.

If you have received our item as a gift, we are unable to provide any refunds or exchanges. It is the duty of the purchaser to check the integrity of the item.

In the event that a specific add-on has been inadvertently missed out, please contact us and we will issue you a partial refund of the cost of this add-on.

All refunds will be made via the payment mode that you have chosen to purchase your item(s).

All pet collars cannot be refunded or exchanged for any reason.

All giveaway and sale items cannot be refunded or exchanged for any reason.

Most importantly, please be polite and respectful when liaising with us. We put in 101% effort in every order and with every customer and we would like to continue building a community thriving on positivity.