Orders

All orders are charged in Singapore Dollars (SGD).

We accept payment via:

- 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.

When you shop at Vanillapup, you are browsing hundreds of products that were individually handpicked by the Vanillapup team. Our online shop does not list products that:

- contain nasties or subpar ingredients or materials

- are poorly designed or made

Each product has gone through our strict approval process and we hope that this will shine through as you shop with us. 

Also, we are always finding ways to reward our loyal shoppers to help them save! Scroll down to our "Loyalty Program" section and find out how you can enjoy up to 3% rebate when you shop with us.

We ensure that all products we deliver are at least 6 months from their expiry dates or 3 months from their best before dates (some natural products have shorter shelf lives). 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 hello@vanillapup.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!

Delivery

Local standard delivery (Mon - Sat, 9am - 10pm) is free for orders S$59 nett & above. For orders below S$59, a flat delivery fee of S$5 applies. 

Remote area deliveries, such as those to Changi Airport offices, Airport Logistic Park, and One Turf Avenue will be charged a flat rate of S$25, regardless of order size.

For overseas shipping, email us at hello@vanillapup.com 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). 

Standard delivery 

We take 1-3 working days to dispatch orders (unless stated otherwise). Upon dispatch, you will receive a shipping confirmation email and can expect delivery within 1-3 working days (between 9am to 10pm). However, during peak periods, it may take longer.

Expedited/express delivery

For urgent orders, you can opt for expedited or express shipping at checkout (an additional charge applies). While we try our best to fulfil orders as soon as possible, these options only speed up transit time.

If you need your order by a certain date/time, please WhatsApp us at 8784 7920 or email us at hello@vanillapup.com first and we can better advise.

Out-of-stock items

For out-of-stock items, we will notify you via WhatsApp or email. 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$59, a flat delivery fee of S$5 applies.

Standard deliveries

Our standard courier partners operate Monday to Saturday, between 9am to 10pm. They will make up to 3 delivery attempts (it may or may not be the next day). If you have any issues with receiving the parcel, you can contact them directly or chat with us. 

Do note that most couriers do not offer guaranteed deliveries. If the addressee fails to receive the parcel after 3 delivery attempts. it will be returned to us. Please understand that a delivery charge applies for us to arrange another delivery. 

Frozen/express/time-specific deliveries

We will arrange a delivery date and timeslot with you. Once confirmed, please ensure that someone is home to receive the order. We will not be able to cancel the delivery or make changes once pickup has started. Orders will be left at the doorstep if no one answers the door and we will not be responsible for any loss or spoilage. 

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 hello@vanillapup.com with the item(s) you would like to purchase (a screenshot of your cart will do too) and your full address. We will get back to you within 1 working day with the cost of delivery (based on size and weight). 

Do note that we are not responsible for any import taxes/duties and other charges, delays, and losses once the package is with our courier partner. Please check with your local authorities for more information on taxes and prohibited/restricted items.

Please do not check out via our website without first contacting us. Any transaction fees charged by your credit card/bank will not be refunded in the event that we have to cancel your order.

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

Exchange & Returns

Inaccurate or defective items

If you received an incorrect or defective item, we will arrange for an exchange. All you need to do is:

- WhatsApp us at 8784 7920 or email us at hello@vanillapup.com within 3 calendar days of the date you've received the item with the order number and picture(s) of the item.

- Ensure that the item is in original condition and all original tags and packaging are intact. Do check the product before cutting off tag(s) and using it. We are unable to assist if we cannot verify that the product is unused

Do note that if we find that a product, its accompanying tag(s), or its packaging has been damaged or tampered with by the customer or their pet, exchanges/returns/refunds will not be offered.

Size exchange

We accept size exchanges but you will need to come by our home office in Punggol or exchange via delivery at your own cost. So, do check your order (e.g. type, size, colour, quantity) before checking out. If you need help with sizing, chat with us! 

Size exchange requests can only be made within 7 calendar days of the date you've received the item. To initiate this request, please contact us. Exchanges are subject to the conditions below:

- Item must be in original condition and packaging (no scratch, tear, fur, stain, or damage) with their tags intact

- We must receive the item within 14 calendar days from the date you've received the product

- We are unable to process exchanges or returns for items that are sold on clearance, preordered, made-to-order, or customised

- For hygiene and safety purposes, we do not allow exchanges/returns of food, beds, treats, supplements, and nappies

- If the size is no longer available, you can choose a different item or return the item for a credit note (we will issue a discount code of the same value). You can request for a direct refund but there will be a 10% restocking fee (e.g. if the item is $50, you will receive a refund of $45) for orders paid with credit card and 5% restocking fee for orders paid with cash/bank transfers/PayNow/PayLah!

Return due to other reasons

Returns must be done at your own cost within 7 calendar days of the date you've received the item. To initiate this request, please contact us. Returns are subject to the conditions below:

- Item must be in original condition and packaging (no scratch, tear, fur, stain, or damage) with their tags intact

- We are unable to process returns for items that are sold on clearance, preordered, made-to-order, or customised

- For hygiene and safety purposes, we do not allow returns of food, beds, treats, supplements, and nappies

- Mode of refund: 1) We will send you a discount code of the same value. 2) You can request for a direct refund but there will be a 10% restocking fee (e.g. if the item is $50, you will receive a refund of $45) for orders paid with credit card and 5% restocking fee for orders paid with cash/bank transfers/PayNow/PayLah!

Loyalty Programme

Earn points when you make an order and support us! You can redeem your points anytime for discount codes (up to 3% rebate!). Currently, our points don't expire, so yay to that!

How to earn points

Spend: S$1 spent = 1 point (you have to be logged in to earn points and they are only credited for total paid excluding shipping costs)

Share: Facebook = 20 points

Follow/like:Facebook/Instagram = 10 points each

Celebrate your birthday: 200 points

You can view and redeem your points balance when you are logged in. Just click on your "Rewards" launcher located at the bottom left of your screen.

Note: We reserve the right to reverse points, 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, go to the "Rewards" launcher at the bottom left corner of our store, log in and click on "Spend Points" 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 points to redeem whenever you want! The more points you earn, the better the conversion rate.

Get up to 3% rebate for your spending!

S$1 discount - 100 points

S$5 discount - 300 points

S$10 discount - 500 points

S$30 discount - 1,200 points

S$60 discount - 2,000 points

About Vanillapup

We don't have a physical store at the moment but you can make an appointment with us via WhatsApp for shoe/apparel/harness fittings.

Self collection of orders is also possible and available as an option at checkout.

Need more help?

Send us a message through our contact form or drop us a text via WhatsApp