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Effective Date: 31 August 2026
This official Shipping Policy is published by PAWPY KISSES PET SUPPLIES & SERVICES PTE. LTD., the operator of e-commerce platform www.pawpypet.com, to clearly outline all terms, procedures and guidelines governing order fulfillment, shipping arrangements and delivery related services for every purchase completed on our website. As a team of dedicated pet lovers who have served more than 68,000 happy customers globally, we design and curate 255+ premium pet grooming tools and travel accessories that undergo strict real-pet testing to ensure full safety for all coat types and sensitive pet skin, and we strive to deliver every carefully packed order to your doorstep smoothly, reliably and within the promised timeline. If you have any inquiries related to shipping services, you may reach out to our support team via the following official contact channels at any time: our registered business address is 238 Balestier Road, #01-01, Urban Heritage, Singapore 329701, contact phone number +65 67320448, and official dedicated contact email luvren@pawpypet.com. Our working hours for customer service are 9:00 AM to 6:00 PM Singapore local time from Monday to Friday, and we will respond to all valid shipping related inquiries within 24 working hours.
All orders submitted on www.pawpypet.com go through a standardized, rigorous processing flow to ensure accuracy before dispatch. After you complete successful payment for your order, our system will send you an automatic order confirmation email to your registered email address, which contains your full order details, purchased product information, total payment amount, and your pre-filled delivery address for final verification. We encourage all customers to double check all information in this confirmation email promptly, and contact us immediately if you spot any errors in your delivery address or contact information to avoid subsequent delivery delays.
Our in-house fulfillment team will finish manual product verification, quality spot check and secure packaging for all orders within 1 to 2 working days after payment confirmation, excluding weekends and official Singapore public holidays. Every item we pack will go through a second inspection to confirm no manufacturing defects or accidental damage exists, and we will add additional shockproof cushioning materials for fragile products such as our pet travel water bottles, to make sure your order arrives in perfect condition. We will never ship out any product that fails our pre-dispatch quality verification, so you can have full peace of mind that every item leaving our warehouse meets our pet-first, high durability quality standards that over 68,000 of our customers have trusted. Once your order is dispatched from our warehouse, you will receive a separate shipping notification email with a unique tracking number, through which you can view the real-time location and transit status of your package on the logistics provider’s official website.
We offer tiered, transparent shipping services for customers across different regions, with no hidden fees added at any point of the delivery process.
Please note that all customers outside of Singapore are responsible for any applicable import duties, customs processing fees or local tax charges that may be imposed by your destination country’s customs authority. These additional fees are determined by your local government regulations and are outside of our control, so we recommend you check your local import policies for small consumer goods related to pet accessories before placing your order to avoid unexpected extra costs.
Once your order is dispatched, the unique tracking number provided in your shipping notification email will be synced to our system, and you can also view it directly on the “My Orders” page after logging into your account on www.pawpypet.com. We update the transit status of every order every 12 working hours, so you can stay fully informed of the real-time progress of your package at any time.
All our shipped packages require a valid signature from an adult aged 18 or above at the specified delivery address to confirm successful delivery. If no one is available to sign for the package when the logistics courier arrives, the courier will leave a delivery attempt notification at your doorstep, and you can reschedule a secondary delivery time directly via the logistics provider’s official system free of charge, or arrange to pick up your package at the nearest designated local courier outlet. We will not be held responsible for any package loss that occurs after the package has been successfully signed for by a person at your specified delivery address.
We take every possible measure to ensure all orders are delivered within the estimated timeline we state, but occasional uncontrollable situations may lead to minor delivery delays. If your package is delayed by more than 3 working days beyond the estimated delivery window for domestic orders, or 7 working days beyond the estimated timeline for international orders, please contact our customer support team as soon as possible, and we will launch an immediate official investigation with our logistics partner.
If the logistics investigation confirms that your package is lost in transit, we will offer you two optional solutions free of extra charge: we arrange a full re-shipment of all items in your original order, or we add full store credit equal to your original order amount to your account on www.pawpypet.com, with no expiration date for you to use on any future pet grooming accessory purchases. We will never ask you to bear any extra cost for the re-delivery of a confirmed lost package.
Please note that circumstances that fall outside our reasonable control, including but not limited to extreme natural weather events, local public health emergency measures, unexpected customs clearance hold ups, or transportation industry strikes, may extend the expected delivery timeline. In these situations, our support team will keep you updated on the latest status of your order at least once every 3 working days, to make sure you are fully informed of all developments.
You are allowed to request a modification to your delivery address free of charge only before our fulfillment team dispatches your order. Once your order has been marked as dispatched and entered the logistics transit process, we will not be able to amend or change the delivery address for you. If you need to adjust your delivery information after your order is dispatched, you may contact the local logistics provider directly with your order tracking number, most couriers offer address amendment services for a small additional handling fee, which will be at your own cost.
If you have any further questions about this Shipping Policy, do not hesitate to get in touch with our team of pet lovers anytime, we are always ready to provide you with the support you need to make your shopping experience on our platform smooth and satisfying.