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.
Our email address: contact.doggyfriend@gmail.com
Kindly allow us 1-3 working days to reply your email.
Our company is situated in Singapore. For overseas clients, please read the shipping details below before making the order.
Thank you!
DELIVERY SERVICE
Q: What is the minimum purchase amount to enjoy free delivery service?
A: If you purchase S$50 nett and above, we will waive the delivery charge of $10 (applicable to delivery within Singapore only).
Q: What is the minimum purchase amount to enjoy free delivery service?
A: If you purchase S$50 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). My office is in the Central Buisness District (CBD)
Do I have to pay extra?
A: Yes, for CBD clients, a CBD charge of $3 will be incurred. This applies to offices or condos that charges parking fee, as well.
The reason for the charge, is that these locations requires our drivers more time to have the goods delivered compared to other residential address.
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.
Saturdays:
12pm - 5pm 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$50.
Q: There will be no one in to receive the goods! What should I do?
A: With your permission, our drivers can leave the order in the riser, by your door or with the guard house. DOGGYFRIEND will not be responsible for missing items or parcels (by theft) if this option is chosen.
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 Speedpost Parcel rates from Singapore Speedpost + handling fee S$3.00.
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 Speedpost Parcel rates from Singapore Speedpost + handling fee S$3.00.
Based on the weight of the items that you have selected, we will calculate the shipping fee. To have an idea what the shipping charges are like, you may wish to refer to this link Singapore SpeedPost Rates .
We regret to inform that we will not be able to ship out liquid or fragile items.
An email will be sent to you regards the shipping charges with the instructions on payment for the shipping costs. We only use Singapore Speedpost Parcel services. Please do not order if you are not agreeable to this term.
Thank you.
PAYMENTS
Q:What is your bank account number?
A: DBS Current account 0189018157
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" , PayNow to UEN 53037388B.
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!
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.
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 2-3 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!"
RETURNS AND EXCHANGES
***Please read all conditions below.
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 ofSGD$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.
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: 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: 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:
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.
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.
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.
Hours Of Operation
Mon-Fri: 10am-5pm
Sat: 10am- 1pm
Closed on Sundays & Public
Holidays
Please contact us via email
[email protected]