Frequently Asked Questions

Orders

Is it possible to walk in to purchase or self-collect my order?

Unfortunately, we currently do not have any physical stores, so we cannot accommodate walk-in purchases or self-collection of orders.

 

When is my order confirmed?

Your order is confirmed as soon as you receive an order confirmation email from us. This email will include your order number and details. If there are any issues with your order, we'll contact you directly using the phone number you provided.

 

Can I change or cancel my order?

Before we start processing your order, you can make changes or cancel it without any fees.

Once your order is in process, cancellations may incur a fee.

For special promotions, changes are subject to product availability and pricing. We may offer to substitute unavailable items with similar products, with price adjustments as needed. However, we reserve the right to decline substitutions or cancel orders with incorrect pricing.

 

What happens if an item I ordered is Out of Stock?

We understand the importance of timely delivery for your pet's needs. If an item you've ordered is currently out of stock, we'll immediately notify you and provide an estimated restocking time.

Need it sooner? We can help! Our knowledgeable team can suggest similar or alternative products that are readily available.

Having trouble placing your order online?

No worries! If you're encountering difficulties, our friendly customer support team is ready to assist you. Tap on the chat button and we'll help you complete your order.

 

What if an item is out of stock or unavailable?

If an item you ordered is temporarily out of stock or unavailable, we'll contact you immediately to let you know. You have the following options:

  • Full refund: We can process a full refund for the unavailable item.
  • Wait for restock: If you'd prefer, we can let you know when the item is back in stock and you can reorder.
  • Choose an alternative: We can help you select a similar or alternative product that meets your needs.

If you choose an alternative and there's a price difference, we'll adjust your order accordingly. We'll refund you the difference if the alternative is cheaper or charge you the difference if it's more expensive.

 

What if I have an issue with my order?

We want to ensure you're completely satisfied with your purchase. If you encounter any problems within 7 days of delivery, please contact us immediately at order@fluffyandchonky.com

We will happily arrange for a refund if your item is:

  • Damaged upon arrival: Accidents happen during shipping. Let us know if your item arrives damaged, and we'll replace it promptly.
  • Past its expiry date: We prioritize fresh, high-quality products. If you receive an expired item, we'll send you a fresh replacement.
  • A manufacturing defect: We source reputable brands, but sometimes defects slip through. If you encounter a manufacturer's defect, we'll replace the item.
  • The wrong product: We understand mistakes happen. If you receive the incorrect item, we'll send you the correct one as soon as possible.

 

Account

Can I place an order without creating an account?

Absolutely! You can shop as a guest and complete your purchase without registering an account. However, creating an account offers additional benefits like faster checkout, order tracking, and earning rewards.

 

Delivery

Is delivery free?

Enjoy free delivery on orders S$60 and above. For orders below S$60, a S$8 delivery fee will apply.

Want to save on delivery? Add a few extra treats or toys to your cart and reach the free delivery threshold. It's a win-win – you'll save on shipping and your furry friend will get a special surprise! 🐶🎁

 

When can I expect my order to arrive?

You can typically expect your order to be delivered within 3-5 business days from the date your order is confirmed.

Please note: If any items in your order are out of stock, we'll contact you promptly to discuss alternatives or a revised delivery timeline.

 

Do you ship internationally?

Currently, we only offer shipping within Singapore.


What do I need to do for a refund?

To refund an item, please ensure the following:

  • Unused and original condition: The item must be unused and in its original packaging.
  • Gift with Purchase and/or freebie: The item(s) must be returned in its original packaging. Failure to return these items, may result in additional charges.
  • Proof of purchase: Include your order confirmation with the order reference number when returning the item.
  • Return Delivery fee: This fee will be deducted from the refund amount if the item was entitled to free shipping.

We'll take care of the logistics! Once we receive your return, we'll arrange to collect the item and process the refund as soon as possible.

 

Others

I noticed that some of your prices are a bit higher than those at another pet store.

We truly value your trust in us to provide the best for you and your pets. Our focus is always on delivering high-quality products and services. Because of this, we avoid engaging in price competition that could risk the integrity of our offerings, like selling items with shorter expiration dates or compromised quality.