Shipping and Return Policy
1) Fast delivery within 1-5 working days. FREE delivery for orders $100 & above!
Sneaky Whiskers provides delivery right to your doorstep! Delivery is absolutely free for all orders above $100 and within 1-5 working days! Why do we charge for delivery? We do so that we can continue to offer you very affordable supplies for your little ones and reward you when you spend more with us.
Currently, we deliver to any addresses in Singapore, excluding restricted areas such as Pulau Ubin, etc. No deliveries on weekends and public holidays.
- Enjoy FREE delivery on ALL orders $100 & above!
- Orders below $100 will be charged at only $5.99 per delivery.
- For cat condo orders, delivery will be charged with an additional $5. Only applicable to orders below $100.
2) NEW! Smartpac delivery (Singpost)
- For small item orders (i.e. collars, catnip toys), enjoy a cheaper delivery rate from just $3.20!
- Smartpac offers 3 types of packages:
- Smartpac Mini at only SGD 3.20
- Smartpac Lite at SGD 3.80
- Smartpac (box) at SGD 4.70
- Please visit Singpost for more information
3) Shipping Partners and Arrangements
- We ship orders via different delivery partners to cater to large/heavy items and normal to small items, including trackable Singpost mail. You will be contacted via SMS, call or email when your order is ready to be shipped.
- If Singpost has been assigned to your order, you will receive an email to notify you of the tracking number. By purchasing from Sneaky Whiskers, you have accepted all Terms & Conditions from Singpost. In the very unlikely event of failed delivery via Singpost, please contact Singpost directly with the provided tracking number.
4) Delivery Notice (Not applicable to Singpost Mail)
- If you miss the first delivery attempt, please contact us to reschedule for a second delivery. Note that there will be an additional charge of $12 for the second delivery. Do not worry, Sneaky Whiskers will hold your orders for 7 days. In the event if you are not contactable, we will hold your order up to a maximum of 7 days from the date of the first attempted failed delivery. If there is still no response, your order will automatically be cancelled and there will be no refund.
- At Sneaky Whiskers, we believe in respecting and protecting our partners who help make this humble business possible – our superman delivery team and our friendly staffs.
- If the second delivery fails, please note that your order will be immediately cancelled and it will be non-refundable.
- Remember to indicate in the comment box upon checking out on the delivery timing to avoid so it will not be a wasted trip.
- Delivery will not proceed if our delivery team deems that it is not suitable to go ahead in occurrences such as bad weather or hazardous lift or passageway, etc. As such, we reserve the right to either reschedule the delivery or cancel the delivery. In such situations of cancellation, based on a case-by-case basis, we will provide a refund with $12 delivery fee deducted for failed delivery. Our customer service team will contact you in the event of such occurrences.
5) Return Policy
- In a very unlikely occurrence if a wrong item is being delivered, please contact our customer service team within 3 days and we will send you a replacement. If the replacement is out of stock, we will refund you the full amount.
- Returns are only applicable to items which are faulty upon receipt. Please contact us at firstname.lastname@example.org within 3 days with photos of the faulty product/s.
- Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from the amount that we will refund you.
- Sneaky Whiskers has the full discretion to decide whether any item is in a condition suitable for returns and reserves the right to reject any returns if they are deemed unfit for return.
- Sale items are non-refundable.
For International Shipping:
We are just a humble startup and we only provide overseas shipping to certain countries, and for orders less than 1kg (which will be stated upon checkout).
You will know if your selected delivery location is part of our available international shipping country, and price of shipping when you checkout your order. All available deliveries come with tracking number which you will receive through email. If you have any questions, please feel free to reach out to our friendly team via email at email@example.com for assistance. Thank you for supporting Sneaky Whiskers! :)
For WhiskersDirect (USA, UK, Russia, Singapore only):
- Delivery is FREE for orders SGD20 and above!
- For orders below SGD20, shipping is SGD3.99 per order.
- Order processing time is 3-7 days, depending on product.
- Delivery time will be stated accordingly under each product description.
- Tracking number will be provided within 3-7 days.
- Please allow 15 days grace period before making enquiries about product delivery.
- WhiskersDirect ships directly from our supplier to provide you with more trendy products at competitive prices!
- Packaging will differ from orders made via our local products.
- WhiskersDirect products are currently only available to the following countries:
WhiskersDirect: Refund and Return Policy
- Refunds are only applicable to products which are faulty upon delivery arrival:
- Full Refund: We provide a full refund of the damaged product if it is unusable upon arrival.
- Partial Refund: We provide a 50% refund of the damaged product if item is usable and functioning accordingly to what is stated on our website but damaged.
- As part of our service, we will absorb the damaged cost and you do not need to return the product and save the trouble of shipping it back to our Singapore office.
- Email us at firstname.lastname@example.org within 5 days of order received. Please include photos of the faulty product/s as clear as possible and with your order number.
- In the unlikely event if you do not receive your order 2 weeks after the estimated delivery arrival date, please contact us at email@example.com and we will provide a full refund.
- Example: WhiskersDirect Refund
- A customer buys two products via WhiskersDirect
- Product A costs S$4, and Product B costs S$2. (Shipping costs S$3.99)
- In total, the customer pays S$11.99 for his/her order (S$4+S$2+S$3.99)
- If in the unlikely event, Product A arrives damaged and unusable. The customer will receive a full refund of S$4.