Stripe with your Visa, MasterCard, or American Express credit cards
Local bank transfer, PayNow, or PayLah!
For funds transfer, payment has to be made within 24 hours to avoid the order being cancelled. We will be automatically notified of your payment and a confirmation email will be sent to you within one working day.
We ensure that all products we deliver are at least 6 months from their expiry dates. If you are buying in bulk, do let us know and we will ensure that they have long enough shelf lives to last your intended use period.
From time to time, products that are close to expiry may be sold at a discount and that will be clearly communicated.
We are constantly curating and expanding our product range. Suggestions from our customers and potential partners are more than welcomed! If there's an item that you think we should carry, email us at email@example.com. If a product under a brand we carry isn't listed, it may be possible for us to order it for you. Chat with us!
Local delivery (Mon - Sat, anytime) is free for orders S$48 nett & above. For orders below S$48, a flat delivery fee of S$8 applies.
If you are unable to receive the package during certain times of the day and are not comfortable having it left at your door or riser, you can opt for time slot delivery for an additional fee of S$3/S$5 (see what time slots are available in the next FAQ). You will be able to choose that option at checkout and we will contact you to arrange the delivery.
For overseas shipping, email us at firstname.lastname@example.org with the item(s) you would like to purchase and your delivery address. We will get back to you by the next working day with the cost of delivery (based on size and weight).
We dispatch all in-stock items within 1-3 working days after order confirmation (unless stated otherwise). You can expect delivery within 1-3 working days (anytime between 9am to 10pm). However, during festive periods, it may take longer.
Time slot delivery
If you are unable to receive the package during certain times of the day and are not comfortable having it left at your door or riser, you can opt for time slot delivery for an additional fee of S$3/S$5. You will be able to choose that option at checkout and we will contact you to arrange the delivery.
Time slots available:
SLOT A – 9AM to 12PM
SLOT B – 12PM to 3PM
SLOT C – 3PM to 6PM
SLOT D – 6PM – 10PM
For out-of-stock items, we will notify you via email or WhatsApp. If you are unable to wait for the stock to arrive, you can make changes to your order or request for a refund via the same payment mode you used to purchase the item. However, do note that if the order amount becomes less than S$48, a flat delivery fee of S$8 applies.
If you need your order urgently, please WhatsApp us at 8784 7920 or email us at email@example.com and we will try our best to work something out. However, do note that an additional fee may apply.
The courier company will attempt delivery again on another day. Depending on the courier's policy, you may or may not be able to reschedule a delivery. Kindly contact the company directly.
Do note that most couriers do not offer guaranteed deliveries. If the addressee fails to receive or collect the parcel stipulated by the delivery company, the parcel will be returned to us. Please understand that a delivery charge of S$8 applies for us to arrange another delivery. Time slot deliveries are available for an additional fee at checkout (see previous FAQs).
To ensure you get your order quickly, we try our best to ship it out as soon as possible. Once we have sent out the package, we may not be able to make changes to delivery information even if there's a mistake in the delivery address, due to the limitations on the courier's end. Hence, do check the information you provide before submitting your order. We are not responsible for lost packages.
Thanks for your interest! We are based in Singapore but have delivered to customers all over the world, including the US, Europe, Australia, Hong Kong, and Korea. If you reside overseas, please email us at firstname.lastname@example.org with the item(s) you would like to purchase (a screenshot of your cart will do too) and your country of residence. We will get back to you within 1 working day with the cost of delivery (based on size and weight).
Reviews from overseas customers:
"I ordered my doggy’s bday present to Austria and it arrived quite fast and I’m very happy with my purchase. Sarah is also very helpful and writes back quickly so everything is perfect." - Hédi Harcos, Austria
"Product was perfect just what I ordered! And the staff were really prompt with any emails or communication I had with them! They were so helpful and nothing was too much trouble! Thanks so much." - Samatha Young, UK
"Very helpful and speedy delivery. Great products." - Josh Marshall, Australia
"Vanillapup has a great selection of quality products and the customer service is excellent. Sarah was very responsive to my questions and helped get the items shipped quickly. She even reached out with a nice email after the items arrived. Wonderful experience and I highly recommend Vanillapup!" - LaCynda Linderman, USA
In the event that an incorrect or defective item has been sent to you, we will provide a refund. All you need to do is:
Email us at email@example.com within 3 calendar days of receiving your order with the order number and picture(s) of the item
Return the item to us using a traceable mode of delivery within 7 calendar days. The item must be returned unused and undamaged with the original packaging and tag intact. Keep your receipt for return shipping refund. We are not responsible for any lost mail
Upon receiving your returned item, we will check the item and process the refund with the return shipping fee via the same payment mode you used to purchase the item. The payment provider will credit the amount back to you within 7-14 working days. Do note that if we find that a product has been intentionally damaged or tampered with by the customer, refunds will not be offered.
As returns are not allowed otherwise, please check your order (e.g. type, size, colour, quantity) before checking out. If you need help with sizing, chat with us!
Earn treats when you make an order and/or refer friends! You can redeem your treats anytime for discount codes (up to 3% rebate!). Currently, the treats don't expire, so yay to that!
How to earn treats
Spend: S$1 spent = 1 treat (you have to be logged in to earn treats and they are only credited for total paid excluding shipping costs)
Refer your friends: When you refer a friend, they will receive a S$5 discount code for their first order. Once they successfully makes their first order with us, 150 treats will be credited into your account. You can get your unique referral link (when logged in) from the "Loyalty Program" launcher at the bottom left of the page.
You can view and redeem your treats balance when you are logged in. Just click on your "Loyalty program" launcher located at the bottom left of your screen.
Note: We reserve the right to reverse treats, void discount codes, and/or cancel orders if we suspect abuse or misuse of our loyalty or referral program. Loyalty and referral program mechanics and terms and conditions are also subject to change.
To redeem a discount code, log into your account, go to the "Loyalty Program" launcher at the bottom left corner of our store, click on "Spend Treats" and redeem! You will be able to copy the discount code and paste it when you are ready to check out.
You can also choose to keep and accumulate your treats to redeem whenever you want! The more treats you earn, the better the conversion rate.