Shipping, Returns & Store Policy
Welcome to Hi 5 Paws 🐾🧡
Thank you for supporting our small pet business. Every order is carefully packed with love and care for your furry family members ✨
🚚 Shipping & Delivery
Free Local Delivery
Enjoy free doorstep delivery for orders above $55.
Orders below $55 will incur a $15 delivery fee.
🕛 Processing Time
Weekdays
Orders placed after 12PM will be processed on the next business day.
Weekends & Public Holidays
Orders will be processed on the next business day.
📦 Standard Shipping
Estimated delivery timeframe: within 5 business days.
A tracking link will be sent via email once your parcel has been shipped.
Please note that delivery timings may occasionally be affected by weather conditions, peak periods, courier delays, or public holidays.
⭐️ Special / Urgent Deliveries
For urgent or special delivery arrangements, please contact us via call or WhatsApp at +65 8482 0555.
Additional charges may apply.
📦 Non-Frozen Item Deliveries (Mon–Sat)
Estimated lead time: within 5 business days.
For urgent orders, special delivery can be arranged for an additional $25 charge.
🧊 Frozen Item Deliveries
Our team will contact you to confirm the delivery date and timing.
Frozen deliveries are fulfilled via Lalamove or GrabExpress. Please ensure someone is available to receive the order.
Re-delivery
A $25 re-delivery fee will apply for missed deliveries.
Time-Specific Requests
Specific delivery timings are not guaranteed. However, you may contact us for special arrangements.
Frozen products should be transferred into the freezer immediately upon receiving. Frozen items are non-returnable once successfully delivered.
🐶 Self-Collection
📍 Collection Address:
65 Brighton Crescent, Singapore 559211
🕛 Collection Hours:
12PM – 8PM Daily
You will receive a notification once your order is ready for collection.
❌ Out-of-Stock Items
If an item becomes unavailable after purchase, we will contact you promptly.
Customers may choose to:
• Receive a refund
• Replace the item with another product
🚚 Delivery Issues
Please inspect your order upon delivery.
If you receive damaged, incorrect, or expired items, kindly notify us within 7 days of receiving your parcel. We will assist with an exchange or refund where applicable.
Customers are responsible for ensuring shipping details and addresses are accurate before checkout. Additional charges may apply for re-delivery due to incorrect addresses.
👋🏻 Return Eligibility
To qualify for a return:
• Items must be unused, unopened, and in original packaging
• Tags/wrapping (if applicable) must remain intact
• Sale items and frozen items are strictly non-returnable
🐾 Treats, Toys & Chews Disclaimer
When introducing new treats, chews, enrichment items, supplements, or toys, pet owners are advised to supervise their pets closely, especially during first-time use or feeding.
Please ensure products are suitable for your pet’s size, chewing strength, dietary needs, and health condition.
No toy or chew product is completely indestructible. Discontinue use immediately if damaged.
If your pet experiences discomfort, choking risk, allergic reactions, vomiting, or digestive upset, discontinue usage and consult your veterinarian promptly.
🐾 Product & Advisory Disclaimer
Information shared by Hi 5 Paws is based on general pet care experience and personal opinions only. It should not replace professional veterinary advice, diagnosis, or treatment.
Actual product packaging, colors, sizing, and ingredients may vary slightly due to supplier updates or manufacturing changes.
🐾 Return Process
- Contact us via WhatsApp or call at +65 8482 0555 with your order number and reason for return
- Our team will provide return authorization instructions
- Customers are responsible for return shipping fees unless the item received is defective or incorrect
Once the returned item is received and inspected, 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 canceled within 24 hours of purchase.
After this period, cancellations may not be possible if the order has already been processed or shipped.
Promotional codes and discounts cannot be combined unless otherwise stated.
❤️ Need Help?
Our friendly team is always happy to assist 🐶✨
📞 Call or WhatsApp us at +65 8482 0555
