Frequently Asked Questions
Operations & Delivery Services
1) What are your operating hours?
We operate from Monday to Friday, 9 AM to 6 PM (excluding Public Holidays).
2) What if I would like to arrange for a weekend or Public Holiday delivery?
If your order was placed and submitted during operational hours, please do reach out to us so that we can assist you with your preferred arrangements.
Orders placed after operating hours will not be processed immediately and will not be in time for weekend or Public Holiday delivery.
3) What are the delivery and self-collection options available?
We have a variety and flexible delivery or self-collection arrangement to suit your needs and preference.
Once your order has been prepared, we will contact you within 3 days to arrange and confirm your preferred self-collection or delivery day and time slot.
* Urgent / Special Delivery : If you require urgent or special arrangement of delivery which is not listed, please don't be shy to contact us for assistance.
4) What if I am not home?
The assigned driver will attempt to contact you at the number provided for further instruction or arrangement. In the event if not contactable, the package will be placed at the doorstep/riser/gate/shoe rack/security/etc.
If a special arrangement or instruction is required, please do leave us a note during check-out or inform us when arranging for the delivery date and time.
5) What if I am not home and missed my delivery due to residential security? (Delivery driver not granted residential access and customer not contactable)
The driver will return the orders to our fulfillment center and you may either arrange an appointment for self-collection or a second delivery for a fee of $7.
6) What if I have not receive any calls for delivery arrangement after 3 days?
We would recommend checking your email in the event if we were unable to contact you due to missing/incorrect number provided.
If an incorrect email address or no email address was provided as well, please do not hesitate to drop us an email at email@example.com with the order number for further assistance.
Payment Modes, Promo Codes & Orders
1) What are the available modes of payment?
We accept payment through Mastercard, Visa and Paypal. If your preferred mode of payment is not available. please do not hesitate to contact us for alternative arrangement.
2) What if my Promo Code is not working?
We would encourage our customers to ensure that the codes are keyed in correctly as they are case sensitive and also to keep an eye out for similar characters as well.
Example: Number 1 and capital letter i (I) or small L (l), number 0 and the letter o (O) and etc.)
3) Can I cancel or make changes to my order?
We would like to apologize as no cancellations or amendments can be made once an order has been placed. As we strive to ensure all orders are delivered within 1 - 3 days, all orders placed and submitted are immediately sent for processing.
4) What if I need my order urgently or with a special request/arrangement?
We do offer a paid delivery service for the following request, please do refer to our Shipping FAQ for more information or feel free to contact us directly for further assistance.
5) What if there are missing or defective products in my order received?
We apologize for the inconvenience and unpleasant experience encountered by you. Please do let us know the issue encountered along with the order number so that we can quickly resolve it and make it right for you.
Returns, Refunds & Exchanges
1) Am I able to return my purchases?
Yes, you are able to return the purchase made within 7 days. In order for the purchase to be eligible for a return, please make sure that:
1) The item(s) was purchased in the last 7 days
2) The item(s) are in the original & sealed packaging, broken seals will not be accepted
3) Please ensure that at least 6 months of shelf life if the product is perishable
4) Please submit the Returns Form here: https://forms.gle/tDbAHXgHxsaUccsM9
5) Please bring along a print out of the order confirmation email and the return product once an appointment has been arranged
Items not eligible for a return:
1) The item was made to your specifications or clearly personalized
2) Items that are deemed according to their nature not suitable to be returned, deteriorate rapidly or date of expiry is over
3) Items not suitable for return due to health protection or hygiene reasons and were unsealed after delivery
4) Items which after delivery and according to their nature are inseparably mixed with other items
5) Items purchased with discount or promotional codes and vouchers
6) Returns Application submitted by customers with history of more than 3 times
We reserve the right to refuse returns of any items and purchases made that does not meet the above return conditions in our sole discretion.
2) How long will it take for the refund to be processed if successful?
Once your return is received and inspected by our Customer Support Team, we will send you an email to confirm receipt of the returned item and status of the return as well. If approved, a credit will be automatically applied to the original method of payment within 14 working days.
3) Do you accept exchanges as well?
We only accept exchanges or replacements for the same items if they are defective or damaged. Please drop us an email for further assistance.
4) Where can I view the full Return & Refund Policy?
For more information of our policy, you may visit: https://sixpawz.com/policies/refund-policy
1) What is Pawz Points and how to earn it?
Paws Points is a way for us to say thank you to our members for being part of our Pawz Family by offering loyalty points which can convert into cash discounts!
Members who sign up and register an account can earn and accumulate points through purchases, following us on our social media platforms and many more!
* A maximum of five product reviews are allowed per week
2) Where can I find my referral link?
Do ensure that your account is logged in on the website and click on the blue coloured button "Pawz Points" at the bottom right of your screen.
After clicking it, the button will be expanded! Scroll down and you will be able to find your Referral Link which can be shared through URL, Email or Facebook.
3) How does SixPawz Referral Program work?
When you share your referral link through Facebook, Email or direct URL, it will redirect your family and friends to SixPawz website. Do ensure that they Sign-up or Register for an Account through the pop-up which appears in order for both to receive the rewards!
Once done, your family and friends will receive an 8% discount gift and you will be auto-credited with 500 Pawz Points after their first purchase made at SixPawz.