Shipping policy

Shipping & Delivery Policy

Last updated: 15 August 2026

This Shipping & Delivery Policy explains how orders placed through Pawstique at pawstique.pet are processed and delivered.

1. Delivery Area

We currently deliver only within Singapore. International delivery is not available.

Certain restricted, offshore or limited-access locations may not be serviceable or may require an additional delivery charge. If this applies to your order, we will contact you before dispatch.

2. Delivery Charges

Standard delivery within Singapore:

Orders below S$70: S$4.99 delivery fee

Orders of S$70 and above:

Free standard delivery

The free-delivery threshold is calculated using the final product subtotal after discounts and before delivery charges.

All prices and delivery charges are stated in Singapore dollars. The delivery rate displayed at checkout when your order is placed will apply.

3. Estimated Delivery Time

Orders are normally delivered within 3–5 working days after payment confirmation. This estimate includes both order processing and delivery.

Working days are Monday to Friday, excluding Singapore public holidays. Orders placed on weekends or public holidays will begin processing on the next working day.

Delivery times are estimates and are not guaranteed. Delays may occasionally occur due to public holidays, high order volumes, courier disruptions, severe weather, restricted access or other circumstances outside our reasonable control.

If we expect your order to take longer than the stated delivery period, we will contact you using the details provided with your order.

4. Order Processing and Availability

All orders are subject to successful payment and product availability.

If an item becomes unavailable after your order is placed, we will contact you and offer the choice of a suitable alternative or a refund for the unavailable item.

Orders containing multiple products may occasionally arrive in separate parcels. You will not be charged an additional delivery fee unless this has been agreed with you beforehand.

5. Tracking Your Order

Where tracking is available, tracking information will be sent to the email address or telephone number provided during checkout once your order has been dispatched.

Please allow some time for the courier’s tracking system to update after receiving your tracking details.

6. Delivery Address

Please ensure that your name, telephone number, unit number, postal code and delivery address are complete and correct before submitting your order.

If you notice an error, contact us immediately at hello@pawstique.pet. We will try to assist, but we cannot guarantee that an address can be changed once an order has been processed or dispatched.

Pawstique is not responsible for delays or failed deliveries caused by incomplete or incorrect information supplied by the customer. Additional delivery charges may apply if re-delivery is required.

7. Failed or Unsuccessful Delivery

The courier may contact you using the telephone number provided during checkout.

If a parcel is returned to us because of an incorrect address, unsuccessful delivery attempt, refusal of delivery or failure to collect the parcel, we will contact you to arrange the next step.

A new delivery fee may apply for re-delivery, including where the original order qualified for free delivery.

8. Delayed or Missing Orders

If your order has not arrived within the estimated delivery period, please check the tracking information before contacting us.

If the tracking shows that your parcel has been delivered but you cannot locate it, please check with members of your household, neighbours, building management or other authorised recipients before contacting us.

Email hello@pawstique.pet with your order number and tracking information, and we will assist in raising an investigation with the courier.

9. Damaged, Missing or Incorrect Items

Please inspect your order as soon as it arrives.

If an item is damaged, missing or incorrect, contact us at hello@pawstique.pet within 48 hours of delivery and provide:

- Your order number

- A description of the issue

- Photographs or videos of the parcel, shipping label, packaging and affected item

Please keep the original packaging until the matter has been resolved, as it may be required for assessment or a courier claim.

We will review the issue and provide an appropriate remedy in accordance with our Return & Refund Policy and applicable Singapore law. The 48-hour reporting period helps us investigate courier-related issues and does not limit any rights you may have under applicable law.

10. Order Changes and Cancellations

Contact us as soon as possible if you need to change or cancel an order.

We will try to assist, but changes and cancellations cannot be guaranteed once an order has been processed or dispatched. Orders that have already been dispatched will be handled according to our Return & Refund Policy.

11. Changes to This Policy

We may update this Shipping & Delivery Policy occasionally to reflect changes to our delivery services, charges or business operations.

The policy and delivery rates shown on our website when your order is placed will apply to that order.

12. Contact Us

For questions about delivery or an existing order, contact:

Pawstique

Email: hello@pawstique.pet

Website: pawstique.pet