Frequently asked questions (FAQ)

Orders

Is there a minimum order?

No, there is not. You can just buy 1 chew or 500 packs of yummy treats. 

How long does it take for my order to reach me?

If the items are shown as “In stock”, your order will be packed and shipped out within 2 working days. Courier delivery will take 1-3 working days to reach you. Singpost Normal Mail may take anytime between 3-30 days to reach you.

Can I cancel my order?

You can cancel your order within 24 hours of placing it OR before your parcel is packed and dispatched, whichever is earlier. Please email us at hungry@droolb.sg and quote your order number.

Delivery

What are the delivery charges?

Singpost Normal Mail
Free for all orders (until End of August 2018).
$1 for all orders below $30.
Free for orders above $30.

droolb is not liable for any late mail, lost mail or damaged items due to Singpost’s handling. 

Courier Delivery
$5 for all orders below $65.
Free for orders above $65.

Be assured that your delivery will arrive at your doorstep, signed by you (or your family), with the parcel and treats in good condition.

 

How long does delivery takes?

Singpost Normal Mail
Singpost delivers Monday – Friday and items are slotted into your mailbox. In the event that items are too bulky to fit your mailbox, you should receive a notice to self collect the item at your nearest Singpost Branch. Do note that Singpost can take anytime between 3-30 days to deliver parcels. In addition, as this service is non-trackable, droolb is not liable for any lost mail, late mail or damaged treats.

Courier Delivery
Our delivery partner delivers 6 days a week (Monday-Saturday), excluding Public Holidays. Delivery timing is between 10am-10pm.

Are there delivery slots to choose from?

Our delivery partners are not able to offer this additional service currently.

If you have any preferred 4-hours time slot or any special delivery instructions AND have chosen Courier Delivery, please let us know under the “REMARKS” section when checking out. We will convey such instructions to our delivery partners.

Is Self-Collection available?

Sorry! We currently do not have self collection points.

Opps! I need to change delivery address/contact number.

Alrighty. Just let us know ASAP (preferably within 24 hours order is placed) so that we can update your details. However, once parcels are dispatched, we are not able to do anything about it.

A re-delivery fee of $5 is applicable due to wrong/insufficent delivery address resulting in failed delivery.

What areas do you deliver to?

We deliver anywhere on mainland Singapore and Sentosa Island except: 

  • PO Boxes
  • My Mailbox address
  • Army Camps
  • Jurong Island
  • Restricted areas designated 

Payment

What payment methods are accepted?

You can choose to pay for your purchases using VISA, Mastercard, AMEX, Diners Club via STRIPE. STRIPE is a world’s leading payment processor that provides bank level security to ensure that your personal and financial data are securely transmitted.

Can I pay via Internet Banking/PayNow/PayLah/Cash On Delivery?

Our items’s stock level is integrated with our payment processing. Internet Banking/PayNow/Paylah payments need to be updated manually and hence, will affect the accuracy of the items in stock. Plus, you get to have rebates/earn points via your credit/debit cards rewards programe when you use the cards!

Other Questions

Can I return/exchange items purchased?

We are not able to accept returns or exchanges for items sold.

My pet is not eating the treat/chew.

Pets, just like humans, have preferences on what they like/dislike. Do choose something they like and they will be chomping away. If your pet have dental issues or is a young teething pup or a senior dog, harder chews (eg: yak chew, bone chews) might be too challenging. Do choose a softer chew instead.

There are issues with the treats/chews.

Please email us at hungry@droolb.sg and provide the following information:

  1. Your order number
  2. Clear pictures/videos of issues

Do note that droolb treats/chews are 100% natural. They do not contain preservatives, additive or fillers. Please store droolb treats/chews in air-tight containers and/or in fridge, especially after opening. We reserve the right to reject any claims after 7 days of the parcel being received.

I have more questions

Sure! Fire away by dropping us an email at hungry@droolb.sg. We will usually get back to you within 1 working day.