FAQ

"Good fellow online petstore competitors for GOD's sake forebeare,
 To plagiarise the text encloased heare;
 Bleste be the man that respects the copyright of doggyfriend's website,
 And curst be he that lift these text and call them his own."



Dear Customers,
 
 Please read thru our FAQ for faster response to your general enquiries.
 
Operating hours:
 
Mon - Fri : 10am - 5pm
Saturdays: 10am - 1pm
 
For delivery status enquires after office hours, kindly sms us your order number & delivery address to: +65 98228451.
 
 
Kindly allow us 1-3 working days to reply your email.
 
Thank you!
 
 
 

 
DELIVERY SERVICE

Q: What is the minimum purchase amount to enjoy free delivery service?
A: If you purchase S$80 nett and above, we will waive the delivery charge of $10 (applicable to delivery within Singapore only).
 
 
Q. I live in the Central Business District (CBD). Do I have to pay extra?
A: Yes, for CBD clients, a CBD charge of $3 will be incurred.
CBD (Central Buisness District) postal codes starts with - 01, 02, 03, 04, 05, 06, 07, 08, 17, 18, & 19
Example: Singapore 010089

 
Q: How soon can you deliver after I placed my order?
A: For items that are in stock, we can deliver almost the next working day. Our cut off time for same day delivery (based on zones) is 8am in the morning.
 
 
Q: I stay in xxx. When can you deliver?
A: We arrange delivery via zones as below:
 
North / Northeast /East : Monday, Wednesday, Friday
(1st 2 number of postal code) :30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50, 81, 51, 52, 53, 54, 55, 82, 56, 57, 73, 77, 78, 75, 76, 79, 80
 
West / Central: Tuesday, Thursday, Saturdays
(1st 2 number of postal code) : 14,15, 16, 09, 10, 11, 12, 13, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 58, 59, 60, 61, 62, 63, 64, 65, 66, 67, 68, 69, 70, 71, 72.
 
Central with CBD charges:
(1st 2 number of postal code) :01, 02, 03, 04, 05, 06, 07, 08, 17, 18, 19
 
 
Q: What are your delivery timings like?
A: Mon - Fri :
     2pm - 6pm slot, 6pm - 10pm slot.
     After 10pm slots ($5 additional delivery charge applies.)
 
     Saturdays:
     2pm - 4pm slot, 4pm - 8pm slot.
 
 
Q: I need to run some errands & may not be in to receive the goods in time.
Can I request for special timings or for your drivers to call / sms me before the delivery?
A: Due to erratic traffic conditions as well as heavy delivery slots, we kindly request our clients not to specify timings for our drivers. For calls / sms before deliveries, kindly indicate on the comment box at the check out page.
 
 
Q: I need food urgently! Can I pick it up myself instead?
A: So sorry, we do not do meet ups, or self-collection due to our hectic schedule. Do allow us to service you by delivering to your doorstep for free, subject to minimum purchase of S$80.
 
 
Q: Do you deliver overseas (i.e. outside Singapore)?
A: We accept orders from overseas, the minimum purchase amount is S$100 and our free delivery scheme do not apply. Delivery charge for overseas orders are according to the postage fee from SingPost + handling fee S$3.00. Based on the weight of the items that you have selected, we will calculate the Courier Fee. To have an idea what the courier charges are like, you may wish to refer to this link Singapore Post Postage Rates Finally, you can pay us the total bill via PayPal

Back to top


 
PAYMENTS

Q: What is your bank account number?
A: DBS Current account 0189018157
     Name of account: www.doggyfriend.com
     Bank Code: 7171
     Branch Code: 018

Q: How are the payment modes like?
A: Besides "Credit Cards", "PayPal" , you can also opt for "Wireless NETS" or "Cheque (crossed and made payable to WWW.DOGGYFRIEND.COM)".
 
 
Q: Do you accept Cash on Delivery?
A: To protect our client's interests, we are trying not to accept cash on delivery. However, in the event that you can only make payment via cash, please kindly indicate on the comments box at the check out page so that our driver can follow up accordingly.

Q: Is there GST charges on top of your discounted prices?
A: Don't worry. We absorb GST. Therefore, we don't markup our prices for GST. What you see is what you get!

Back to top


 
PRODUCTS & ORDERS ENQUIRIES
 
Q: Can I call or sms to place an order?
A: We encourage our clients to place their orders online to avoid miscommunications. Thus, we avoid taking orders via mobile.
 
 
Q: What if the product that I'm interested in is "Out-of-Stock" ?
A: In such an event, we will contact you to advise on the waiting time for the item(s) that you need. If it is urgent, we offer our expertise on recommending the next best alternative product without obligations. Rest assured, you are important to us.

Q: Why is the product I ordered "out of stock" although it's indicated "in stock" ?
A: We seek your kind understanding if our website may not be fully updated on stock availability due to our vast products.
To avoid disappointment, in the event that you shall require the stock(s) urgently, please contact (call / sms) us to check on stock(s) availability before ordering.

Q: I need my dog food to be repacked. How is it done, & how much will it cost me?
A: We do repacking of food for a nominal fee of $0.70 (for food less than 10kg), or $1.10 (for food more than 10kg). This service can be selected on the product page itself.
We use quality clear plastic for repacking. It will be sealed, but not vacuumed pack. We do not encourage clients to use this service if you are intending to store / use the food for more than 5 months.
We will recommend you to get a smaller pack instead, for quality issues.
The reason being oxidation will take place once the original pack of food is being cut open for the repacking, although the expiry date may still be far away.
After each pack is sealed, we will put it back to the original packaging so that you can have the expiry dates & content details. 
**IMPORTANT**  Please note that no Exchange or Refund will be made once you have decided to re-pack.

 
 
Q: What are the expiry of your products?
A: Due to the vast number of items we carry, we may not be able to keep track of the expiry dates of all the products. Please indicate on the comments box at the checkout page if you need to be informed of the expiry date before the delivery.
 
 
Q: I see that you have items for us to redeem. Can I ask how do we go about it?
A: For redemption of items, kindly login into your account, at the product page, select "redeem this item for xxx points". The item will be added into your order & you will not be charged for it.
Alternatively, you can login into our Loyalty Rewards Program page, & follow the link to redeem your items.
Please note that redemption items are to be delivered along with the next purchase order. We will not deliver just the redemption items alone.
 
 
Q: I made an order of above $200 & noticed that I was being billed $14 for an item I did not order : "Free Doggyfriend Gift Voucher for next purchase".
What is it about & if it's free, why am I being billed for it?
A: We have a Loyalty Rewards Program, where we issue evouchers for our clients that made purchases above $200 in a single receipt. Click here to view the tier of the rewards scheme.
Our system will "bill" you for the voucher first, but it will be offset the amount at the check out page. The evoucher will then be emailed to your registered email address with us. To use the evouchers, copy & paste the Gift Cert code given, at our shopping cart & select "GO". The amount will be seen offset, at the check out page, just before you make payment.
 
 
Q: How come I did not receive any vouchers although my orders are above $200?
A: Our Loyalty Rewards Programs are not applicable for sale, promotion, quantity discounted items, bulk purchases and gift certificates. Please recheck your shopping cart to ensure that these items are not in it, to qualify for the voucher.
 
 
Q: Why can't I add items to cart?
A: Our system may disable some items that are currently "Out of stock". In such events, you will not be able to add the items to cart.
 
 
Q: I am facing some errors on your web page. Please help!
A: Please try to click on the compatibility view icon (broken page icon) on the address bar, next to the refresh button. This will enable the compatibility view, & the error should be gone.
 
 
Q: I have placed an order with your company. How come no one has yet to contact me about it?
A: Once you have placed an order with us, an email confirmation will be sent to you. If we cannot process your order and need your confirmation, we will call you then. Otherwise, everything should be "Thumbs-Up!"
                                                                           Back to top

 
 
RETURNS AND EXCHANGES

***Please read all conditions below.
If conditions are not met, www.doggyfriend.com reserves the right to refuse the return/exchange.

  • We will exchange due to manufacturers' defect only.
  • The item(s) must be returned within 7 days of purchase in its original packaging and condition (unused and unsoiled).
  • We will require the original tax invoice as proof of purchase from www.doggyfriend.com.
  • For other exchanges based on buyer's reasons, we reserve the right to view as per case basis. In such, a delivery charge of SGD$10 will be incurred if the exchange is granted.
  • We encourage you to help us check for defects before accepting our delivery.
  • All the following policies are not applied to Sale items. All Sale items cannot be returned or exchanged.
  • We follow the guidelines stipulated by the Consumers Association of Singapore. Should you have a change of mind after accepting our delivery, we seek your understanding that we are not obligated to do an exchange under Consumer Protection (Fair Trading) Act 2003.

    Back to top


  •  
    PASSWORD CHANGE / RESET

    Q: How do I change my login password?
    A: Click on "Login" to log in to your account. At the "My Account" page, click on the link "Update Address". Key in your old password and new password.

    Q: I forgot my login password, how do I retrieve it?
    A: Click on "Login" to go to the "My Account" page. Under "Forgot Your Password" section, key in your email address and click on "Reset my password". We will send you an email with a link to reset your password.
     
     

     
      GIFT REGISTRY

    Q: What is a Gift Registry?
    A: The gift registry feature allows customers to create a registry of products for their family and friends to view. Once a customer has registered, their friends can purchase the products selected for the registry and ship them directly to the registrant’s address. The registry will automatically keep track of which products have been purchased and which ones are still available.

    Q: How do I create a Gift Registry?
    A: To create a registry account, follow the following steps:
  • On the website, click on the "My Account" menu link.
  • If you have not created an account yet, click on the "Create Account" link.
  • If you have already created an account, enter your email and password and click "Log in to My Account".
  • Once you are logged into your account, click on the "Gift Registry" link.
  • Click the "Create My Gift Registry" button.
  • Enter the Registry Name, Event Date, Password, and Personal Message.
  • If you would like your friends to be able to send gifts directly to your address, check the "Ship To My Address" checkbox. Click on the link to choose the address you would like the gifts shipped to.
  • Click "Save My Registry".

  • Q: How do I add products to my gift registry?
    A: Once you have created your gift registry, you can begin to add your products.
  • Make sure you are logged into your account.
  • On the website, click on any product you would like to add.
  • Click on the "Add to Gift Registry" link.
  • Your Products list will display with your newly added item.

  • Q: How do I send notifications about my gift registry?
    A: Once you have chosen all of your products for the registry, you can send notification to your friends and family to direct them to your gift registry. Follow the steps below.
  • On the website, go to the "My Account" link.
  • Login to your account if you are not logged in already.
  • Click on the "View Details" link in the Gift Registry section.
  • In the Send Email section, type in the email addresses of your friends you would like to send notification to.
  • Click "Preview Message" if you would like to see a sample of what the email notification will look like.
  • Click "Send Email".

  • Q: How do I search and access a friend's gift registry?
    A: To search and access a friend’s registry, follow the steps below.
  • On the website, go to the "Gift Registry" link.
  • In the "Search a Friend’s Registry" section type the Title of the registry, the Event Date, the First Name, and/or the Last Name of your friend.
  • Click "Search Registry".
  • Click on the View This Registry button next to your friend’s gift registry.
  • Enter the Password for the registry. This was given to you in the notification email. Click "View This Registry".
  • The registrant’s product list will display and you can begin to add items to the cart and checkout.
     
     
     

  • hours of operation

    Mon-Fri: 10am-5pm

    Sat: 10am- 1pm

    Closed on Sundays & Public Holidays

    Please contact us via email contact.doggyfriend@gmail.com

    Information
    Browse By Category