Frequently Asked Questions

Payment

What payment methods do you accept?

We currently accept Visa and Mastercard or bank transfer. More payment methods will be introduced in the future. Drop us a line and let us know.

Help! Something went wrong while I was making a payment!

Don't worry (we usually blame Steve). Just contact us and we'll help sort it out for you.

How do I delete a saved credit card?

Log in to your account and click "Payment Methods". You can delete your card there. If you are having trouble deleting your card, please contact customer service at [email protected]. Please note that you are unable to delete a saved credit card if it is tied to a subscription. You have to cancel that subscription first.

When will I need to pay?

Your credit card will be charged immediately for products that are in stock. Pre orders will be charged only when the product is available. For bank transfers, we will only process your order after the payment is reflected on our side. This usually happens in less than one business day.

Payment

What payment methods do you accept?

We currently accept Visa and Mastercard or bank transfer. More payment methods will be introduced in the future. Drop us a line and let us know.

Help! Something went wrong while I was making a payment!

Don't worry (we usually blame Steve). Just contact us and we'll help sort it out for you.

How do I delete a saved credit card?

Log in to your account and click "Payment Methods". You can delete your card there. If you are having trouble deleting your card, please contact customer service at [email protected]. Please note that you are unable to delete a saved credit card if it is tied to a subscription. You have to cancel that subscription first.

When will I need to pay?

Your credit card will be charged immediately for products that are in stock. Pre orders will be charged only when the product is available. For bank transfers, we will only process your order after the payment is reflected on our side. This usually happens in less than one business day.

Subscriptions

How do subscriptions work?

When you sign up for a subscription, you get savings immediately for being awesome. Then, every month, we send the order directly to you without you having to worry a thing.

How do I cancel a subscription?

We hate to see you go, but you can cancel your subscription anytime as long as it has not been renewed. Just log in to your account, click on the subscription that you want to cancel and click "Cancel". That's it. Contact us if you need help.

I have a subscription but I have not received my order.

Firstly, make sure that your subscription is active. Log into your account and go to subscriptions. If it is on hold, this means that there is something wrong with your payment or we have not received your payment. Contact us immediately. If your subscription is still active, contact us for assistance in tracking your order.

Subscriptions

How do subscriptions work?

When you sign up for a subscription, you get savings immediately for being awesome. Then, every month, we send the order directly to you without you having to worry a thing.

How do I cancel a subscription?

We hate to see you go, but you can cancel your subscription anytime as long as it has not been renewed. Just log in to your account, click on the subscription that you want to cancel and click "Cancel". That's it. Contact us if you need help.

I have a subscription but I have not received my order.

Firstly, make sure that your subscription is active. Log into your account and go to subscriptions. If it is on hold, this means that there is something wrong with your payment or we have not received your payment. Contact us immediately. If your subscription is still active, contact us for assistance in tracking your order.

Product

Your product is awesome/not good. How do I let you know?

We welcome any feedback about our products. Just reach out to us via social media or the contact form. We want to hear how our customers are loving our products (even if it's just a meow or a woof).

How do I return a product?

We accept returns with full refund (minus shipping and handling) up to 7 days after delivery for unused products. In case of used products, we will offer a partial refund or no refund at our discretion. If there is a product defect, please contact us for a free product exchange.

Product

Your product is awesome/not good. How do I let you know?

We welcome any feedback about our products. Just reach out to us via social media or the contact form. We want to hear how our customers are loving our products (even if it's just a meow or a woof).

How do I return a product?

We accept returns with full refund (minus shipping and handling) up to 7 days after delivery for unused products. In case of used products, we will offer a partial refund or no refund at our discretion. If there is a product defect, please contact us for a free product exchange.

Shipping

How is shipping calculated?

All shipping include packaging, handling and insurance. This fee is calculated at checkout.

When will you ship to my address?

We are always expanding to cover more regions. Currently, shipping to East Malaysia is very expensive. Although we do ship there, it is not value for money. Rest assured, we are constantly finding out new ways to get our products in your pet's paws.

How long do I need to wait?

We work very hard to ensure that you will receive your orders in less than 2 working days. However, delays do happen sometimes. Do let us know if you are experiencing a long delay.

Shipping

How is shipping calculated?

All shipping include packaging, handling and insurance. This fee is calculated at checkout.

When will you ship to my address?

We are always expanding to cover more regions. Currently, shipping to East Malaysia is very expensive. Although we do ship there, it is not value for money. Rest assured, we are constantly finding out new ways to get our products in your pet's paws.

How long do I need to wait?

We work very hard to ensure that you will receive your orders in less than 2 working days. However, delays do happen sometimes. Do let us know if you are experiencing a long delay.

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