Local shipping
Local (Singapore) delivery is free for orders S$59 & above (except for remote areas). For orders below S$59, a flat delivery fee of S$5 applies.
We do not delivery to remote areas such as Changi Airport offices, Airport Logistic Park, and One Turf Avenue.
We dispatch all in-stock items within 3 working days after order confirmation (unless stated otherwise). You can expect delivery within 1-3 working days. However, during festive or peak periods, it may take longer.
Delivery time
Standard deliveries are from Mon - Sat, 9am - 10pm. For urgent orders, you can contact us for a special arrangement at a fee.
Out of stock items
If one (or more) of the items you ordered is out of stock, 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 delivery fee applies.
Overseas shipping
If you reside overseas, please 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 within 1 working day with the cost of delivery (based on size and weight) and estimated transit time.
We have delivered to customers in the US, Europe, Australia, and Hong Kong, and can deliver to almost anywhere in the world as long as the products comply with the country's import regulations. The customer is responsible for checking the import regulations and for any taxes, duties, fees, losses, and the likes charged/incurred once the package leaves our hands and when the package arrives in the destination country.
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
Returns
All items from Vanillapup are checked before delivery, but in the event that an incorrect or defective item has been sent to you, we will provide a refund under the following conditions:
- You must email us at hello@vanillapup.com within 3 calendar days of receiving your order with the order number and picture(s) of the item
- You must return the item to us using a traceable mode of delivery within 7 calendar days. Keep your receipt for return shipping refund. We are not responsible for any lost mail
- The item must be returned unused and undamaged with the original packaging and tag intact
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 within 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.
