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. There will be a $1 card processing charge for all card payments.

Alternatively, you can choose to pay via PAYNOW (no processing charge)

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.

Please contact us via DM on Instagram or Whatsapp Text only (97792968) with your order list. Urgent deliveries are subject to an additional $20 handling charge. Delivery charges will depend on your location and are on top of your order and the handling charges. There is no free delivery for urgent orders regardless of your order amount.

Delivery Zoning

 

Please choose your delivery dates according to your delivery zones. 

Do note that this delivery zoning only applies to FROZEN FOOD delivery. 

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. Please quote your order number when submitting an enquiry.

You can reach us via:

  • Whatsapp Text Only (97792968(
  • Instagram DM
  • Email us at henlo@thedoggrocer.com

We will get back to you during working hours/days. Do take note that we are closed on Mondays.

Shipping (Courier Delivery: Dry Items only)

How soon will my order be shipped out?

Your order will be packed and shipped out in 2-3 working days. Courier will THEN take 1-3 working days to send your parcel to you.

Please note that Mondays, Public Holidays and Sundays are non-working days.

While we endeavour to pack your orders as soon as possible, do note that next day deliveries are not the norm and should not be expected. We reserve the right to blacklist customers that are verbally abusive to our staff for unrealistic delivery expectations.

Can I self collect my order?

We are not able to offer self collection services for online orders at the moment. Please head to the store during opening hours to purchase directly.

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 may 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.

Courier deliveries are outsourced to 3rd party logistic companies. They will attempt re-deliveries for failed deliveries. Please contact them directly for follow-ups or updates for any delivery questions.

Can I track my order?

For COURIER 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.

Courier deliveries are outsourced to 3rd party logistic companies. Please contact them directly for follow-ups or updates for any delivery questions.

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.

Shipping (Frozen Items)

How soon will my order be shipped out?

Your order will be packed and shipped out on the day that you have selected for FROZEN delivery. There will be no further confirmation nor notification sent. Please ensure some one is around to accept delivery on the day and time slot that you have selected.

Delivery Zoning

 

Please choose your delivery dates according to your delivery zones. 

Do note that this delivery zoning only applies to FROZEN FOOD delivery. 

Can I self collect my order?

We are not able to offer self collection services for online orders at the moment. Please head to the store during opening hours to purchase directly.

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 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.