FREQUENTLY ASKED QUESTIONS

DELIVERY INFORMATION & CHARGES

How much is your delivery fees? 

- Delivery is free in Singapore for orders of S$80 and above (nett after discounts) up to 5kg. For orders under S$80, or above 5kg, please refer to the table below (local delivery fee).

- This fee will be indicated in your order at time of checkout. (Tip: if your order doesn’t qualify for the free delivery, try adding on an extra bag of treats to get your free delivery.)


What are your Delivery Terms & Conditions?

- Delivery is unavailable to P.O Box areas and hotels.

- All services are not available for restricted areas, e.g. Changi Airport, Cargo Complex, Alps Avenue, PSA Terminal, Army Camps, CMPB, Gombak Base, Airbase, Naval Base, Police HQ, Prison Complex, Police Coast Guard Base, Woodlands & Tuas Checkpoints, Jurong Island, and island areas, e.g. Pulau Ubin, Pulau Tekong, Southern Island and Lazarus Island.

- For delivery to Sentosa Island, there will be an additional surcharge of S$20. 

- Please note that our deliveries are outsourced. Nutripet World cannot be held responsible for any amendments or cancellations in the delivery schedule without prior notice. We assure you that we will make every effort to keep our customers informed and update them on any confirmed orders.

Do you ship overseas?

- Yes, we do, except for pet food, to the following countries: 

  • Zone 1: Malaysia
  • Zone 2: Indonesia, Philippines, Thailand and Vietnam
  • Zone 3: Myanmar

- Please refer to the table below (overseas delivery fee) for the delivery fees at time of check out. (Note: We are not responsible for providing import permit or making payment for unpaid customs taxes, and will not provide refunds for orders not received due to customs issues.  Please check with your country’s customs policies before placing your order.)

Do you deliver on weekends?

Our delivery partners' delivery timing is Mon – Sat between 9am – 10pm, subject to availability. 

ORDERS

When will I receive my order?

You will receive an order confirmation email with a tracking number once your order has been processed and shipped.

Where can I view the status of my order?

To view the status of your order, Login to My Profile and view under My Orders. 

Can I cancel my order after confirmation?

Amendments or cancellations cannot be made once your order has been confirmed.

PAYMENT

What payment options do you accept?

  • Major credit cards - Amex, Mastercard, Visa are accepted
  • Applepay, Grabpay, Googlepay
  • PayNow

RETURNS & REFUND 

What is your Returns & Refund Policy?

  • All claims for Returns & Refund must be lodged within 24hrs of receiving the shipment. NPW reserves the right not to entertain any claims after 24hrs.
  • For Returns & Refund, please have the following information ready.
    1. Your Order Reference No, eg. NPW xxxxxx
    2. The picture of the Damaged/Wrong/Expiring/Missing Item 
    3. The QR code (6 to 8 digits) or take a picture of the QR code and fill up the form.

Your return must reach us within 7 days upon receiving our email return acknowledgment

  • Please print out the Return Authorisation Letter from our email and insert in the package to prevent any delays.
  • All returns must be in its original packaging, sealed and unopened. Once seal is broken, item is considered used.

Can I return Sale or Gift items?

  • All items on Final Sale are non returnable or exchangeable.
  • All NPW Gift items are non returnable or exchangeable.
  • For all purchased gift items that are returnable, the refund will go to the Sender and not the gift recipient.

What qualifies for Refunds?

Missing items, Wrong item delivered, Expired or Damaged item upon receiving the package will qualify for refunds. Please click here to report within 24 hours. Refunds can only be sent back to the original payment method. You can’t send a refund to a different destination, such as another card or bank account. 

What happens if I’ve returned an order that is not eligible for refund?

If you would like to retrieve the item, kindly arrange for your own courier service and ensure that the pickup is scheduled between Monday to Friday, from 10 am to 5 pm. Please note that our office is closed on Saturdays and Sundays.

Reimbursement & Processing time

  • Refunds will be the nett amount that was paid, less any discounts, clearance pricing, coupons, etc. within 7 business days after the claim is approved by NPW.
  • All successful claims will be confirmed via NPW email within 7 business days from date of claim.