Orders & Payment

What are the available modes of payment?

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 cancel or amend an order?

Amendments or cancellations can’t be made once an order has been placed. We always want to make sure your order’s delivered to you as quickly as possible, so it’s sent for processing as soon as an order is placed.

In the super rare event that a cancellation is approved, there will be a cancellation fee of 4% of the order amount. This is to cover the transaction fees and miscellaneous charges that payment processors charge us. Cancellation fee is strictly non-negotiable.

I need an urgent delivery.

We offer a paid shipping service for same-day and/or next day delivery orders, subject to availability. Please reach out to us if you need to expedite an order.

Is there a minimum order?

No, there is no minimum amount to reach for placing an order.

Can I return/exchange my purchases?

Due to health and safety issues, we are not able to accept returns or exchanges for items sold.

There is an issue with my order.

We are sorry to hear about this. Contact us via Instagram DM or reach us at henlo@thedoggrocer.com. Please quote your order number when submitting an enquiry.

Shipping

How soon will my order be shipped out?

If your order contains FROZEN FOOD, you can choose a delivery date and time slot when checking out.

If your order contains non-frozen food, it will be packed and shipped out in 2 working days. Courier will take 1-3 working days to send your parcel to you.

Public Holidays and Sundays are non-working days.

Can I self collection my order?

We are not able to offer self collection services at the moment.

What are the delivery charges?

For orders containing FROZEN FOOD, shipping fee is $10. We offer Free Shipping for orders above $100.

For orders excluding frozen food, shipping fee is $5. Free shipping is offered for orders above $65.

What if no one is at home to accept delivery?

The delivery personnel will attempt to reach you at the contact number that you’ve submitted. If no one is present or contactable for further instructions, your package will be left at the riser, door, gate or security. If other arrangements are preferred, you should leave us a note before your package is dispatched.

I miss my delivery because the delivery personnel is not granted access due to residential security.

The delivery personnel will attempt to reach you at the contact number that you’ve submitted. If no one is present or contactable for further instructions, your package will be returned to our fulfilment center. You may arrange an appointment with us to redeliver for a fee of $20. We strongly recommend you to ensure the accuracy of shipping option, address and contact information submitted to ensure a pleasant fulfillment experience.

Can I track my order?

For orders that does not contain frozen food, you can track your order with the tracking details and links sent in the email when your order is dispatched.

For orders with frozen food, your order is dispatched on the delivery date that you choose. If your order has not yet arrive after 10pm, please contact us via DM on IG as soon as possible.

What areas do you deliver to?

We deliver anywhere on mainland Singapore except: 

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

For orders with delivery address in Sentosa, there is an additional $10 surcharge.

I entered the wrong shipping information.

Please contact us as soon as possible (preferably within 24 hours order is placed) and we will do our best to update the changes. However, once parcels are dispatched, we are not able to do anything about it.

A re-delivery fee of $10 is applicable due to wrong/insufficent delivery address resulting in failed delivery.