Welcome to Hi5Paws! 🐾
Thank you for choosing Hi5Paws.
Every order is thoughtfully packed with love and care for your furkid, and we truly appreciate your support.
🐾 Carefully Curated Products
At Hi5Paws, we believe that quality always comes before quantity.
Rather than stocking thousands of products, we carefully curate every item based on its quality, safety and reliability.
If we wouldn't confidently use it for our own furkid, we simply won't stock it.
Shop with confidence knowing that every product has been thoughtfully selected with your furkid's wellbeing in mind.
🚚 Shipping & Delivery
Delivery charges and free-delivery requirements depend on whether your order contains frozen products.
| Order Type | Free Delivery | Fee Below Threshold |
|---|---|---|
| Non-frozen orders | SGD $55 and above | SGD $5 |
| Frozen or mixed orders containing frozen products | SGD $120 and above | SGD $15 |
Free-delivery eligibility is based on the final order value after discounts and promotional codes have been applied.
Orders containing both frozen and non-frozen products will follow the frozen delivery requirement. Frozen and non-frozen items may arrive separately.
Order Processing
Weekdays - Orders placed after 12:00 PM will be processed on the next business day.
Weekends & Public Holidays - Orders will be processed on the next business day.
Standard Delivery
Estimated delivery time: Within 5 business days.
Once your parcel has been shipped, you'll receive a tracking link via email.
While we strive to deliver your order promptly, occasional courier delays may occur during peak periods, public holidays or unforeseen circumstances.
Special-Access Locations
Additional delivery charges may apply to restricted or special-access locations that require additional entry or delivery arrangements.
If an additional charge applies to your address, our team will contact you before arranging the delivery.
❄️ Frozen Deliveries
Frozen products are delivered separately via Lalamove or GrabExpress.
Our team will contact you to arrange a suitable delivery date and time.
Please ensure that someone is available to receive the delivery and transfer all frozen products to the freezer immediately upon arrival.
Frozen Product Condition
Frozen products are not eligible for change-of-mind returns.
If a frozen product arrives incorrect, damaged, leaking, improperly thawed or otherwise unsuitable for use, please contact us on the day of delivery with your order number and clear photographs.
Our team will assess the issue and provide an appropriate resolution where applicable.
Unattended Frozen Deliveries
Frozen orders will not be left unattended outside the delivery address unless agreed upon in advance.
If you request an unattended delivery, responsibility for the products passes to you once the order has been delivered to the requested location.
Hi5Paws will not be responsible for thawing, spoilage, loss or damage that occurs after an unattended delivery has been completed.
Missed Frozen Delivery
If no one is available to receive the frozen delivery at the agreed date and time, a SGD $25 re-delivery fee will apply.
⚡ Urgent Delivery
Need your order sooner?
Please WhatsApp or call +65 8482 0555.
Urgent delivery may be arranged, subject to availability. Additional charges may apply.
🏡 Self Collection
Collection Address
65 Brighton Crescent
Singapore 559211
Collection Hours
Daily, 12:00 PM–6:00 PM
We'll notify you once your order is ready for collection.
Please wait for our confirmation before arriving to collect your order.
❎ Out-of-Stock Items
Although we do our best to maintain accurate inventory, occasional stock discrepancies may occur.
If an item becomes unavailable after your order has been placed, we'll contact you as soon as possible.
You may choose either:
- A full refund for the unavailable item, or
- An exchange for another available product.
📦 Delivery Issues
Please inspect your parcel upon arrival.
If you receive:
- An incorrect item
- A damaged item
- An expired product
Please contact us within 7 days of receiving your order.
For frozen products, please contact us on the day of delivery.
Please provide your order number and clear photographs showing the product and the issue. We'll assess the matter and assist with an exchange, refund or other appropriate resolution where applicable.
Customers are responsible for ensuring that the delivery information provided at checkout is complete and accurate.
Additional delivery charges may apply if an incorrect or incomplete address is provided, or if another delivery attempt is required.
🔄 Returns
Returns for change of mind are subject to approval.
To be eligible for a return:
- The item must be unused and unopened.
- The original packaging must be in its original condition.
- All tags, seals and labels, where applicable, must remain intact.
The following items are not eligible for change-of-mind returns:
- Sale items
- Frozen products
Original delivery charges are non-refundable, and customers are responsible for return delivery costs.
This does not affect your rights where an item is incorrect, defective, unsafe or does not conform to your order.
🦴 Treats, Toys & Chews
When introducing new treats, chews, supplements, enrichment products or toys, we recommend supervising your furkid, especially during first-time use.
Please ensure that every product is suitable for your furkid's:
- Age
- Size
- Chewing strength
- Dietary requirements
- Health condition
No chew or toy is completely indestructible.
Discontinue use immediately if the product becomes damaged.
If your furkid experiences choking, vomiting, digestive upset, an allergic reaction or any unusual symptoms, discontinue use immediately and consult your veterinarian.
📖 Product Information
The information provided by Hi5Paws is intended as general pet-care guidance based on our experience and should not replace professional veterinary advice, diagnosis or treatment.
Product packaging, ingredients, colours, specifications and product images may occasionally vary due to manufacturer updates.
Customers should always review the product packaging and ingredient information before use, particularly if their furkid has known allergies, dietary restrictions or health conditions.
🔄 Return Process
To start a return:
- Contact us via WhatsApp at +65 8482 0555 with your order number, reason for the return and any relevant photographs.
- Our team will review your request and guide you through the return process.
Please do not send or return any products before receiving confirmation from our team.
Return delivery costs are the customer's responsibility unless the item received is incorrect or defective.
Once the returned item has been received and inspected, approved refunds will be processed to the original payment method within approximately 5–7 business days, depending on your payment provider.
❌ Order Cancellations
Orders may be cancelled within 24 hours of purchase, provided they have not already been processed, packed, dispatched or scheduled for delivery.
Once order processing has begun, cancellation may no longer be possible.
Please contact us as soon as possible if you need to request a cancellation.
🎁 Promotions
Discount codes, reward points and promotional offers cannot be combined unless otherwise stated.
Free-delivery eligibility is based on the final order value after all discounts, reward points and promotional offers have been applied.
💛 Our Promise
At Hi5Paws, every product is thoughtfully chosen with one simple promise:
If we wouldn't confidently use it for our own furkid, we simply won't stock it.
Every order is packed with the same love, care and attention we'd give our own furkids.
Thank you for trusting Hi5Paws to be part of your furkid's journey.
❤️ Need Help?
We're always happy to help.
📞 WhatsApp or Call: +65 8482 0555
Thank you for shopping with Hi5Paws! 🐾💛
