Frequently Asked Questions - Pawfresh

Delivery

We try our best to cook all our orders fresh upon order so do expect to receive within 1-3 business days after your order has been placed (depending on how busy we are)

Do note that our products are delivered frozen and we highly recommend someone to be home when receiving the product.
Our delivery is fulfilled by NinjaVan, delivery personnel will contact you if they are unable to reach someone at home, parcel will not be left outside your house without your permission. We will no longer be responsible for the change in quality of products if you request for the parcel to be left outside.

On our product page, you are able to choose your packs to be delivered in intervals of 1-5 weeks
Payment is made on a recurring basis and will be billed every interval and you can choose to cancel your subscription anytime and edit anytime you want
Once payment has been processed we will proceed with fulfilling your order

Delivery date for your subscription will be delivered on same day that you selected for delivery date
Example: You chose "Delivered every 1 Week" and selected Friday 3pm-6pm timeslot, your delivery will come every Friday at the same timeslot
If you would like a different delivery day for every delivery do indicate under the notes or let us know via Whatsapp/Instagram after you place your order

Under your account which can be accessed under the drop down menu, click on "Manage Subscriptions"

We have included a feeding guideline on the product page of every single pack. Head to "Gently-Cooked Packs" and select the pack which you want to find the feeding guidelines

All our recipes are formulated by a nutritionist to meet AAFCO guidelines to ensure right amount of nutrients for the dogs. Therefore, we are unable to provide any customisation of ingredients as it may affect the nutritional balance of our food.

We do not sell any raw food products, all our food products are gently cooked using sous vide method at 75℃ to retain moisture and nutrients, ensuring our food packs stay yummy for our furkids!

In the freezer at constant temperature of -18℃, our meal packs can last up to 6 months.

For a hassle free thawing method, you can put our products in the chiller overnight and it will be thawed by the next day. We recommend putting 2 days worth of food in the chiller each time in the event you forget to thaw the food for the following day.
In the case you forgot to thaw in the chiller, submerging our packs in water will defrost it in minutes. For dogs that prefer warmer food, we advise submerging in warm-hot water (not boiling water as it can cause loss of nutrients)

Unfinished food in the pack should be kept in the chiller (preferably in an airtight container) to be consumed within 48 hours.

Our packs come as one whole chunk to make it easier for you to portion the pack and split into several meals
Do make sure you keep the unopened packs in a airtight container to be kept in the chiller and consumed within 48 hours.

Click the "Whatsapp" button on your screen to contact us via Whatsapp and we will answer your queries as soon as possible.

Do refer to our feeding guideline which states the recommended amount of food to feed your pups

Unfortunately we are trying our best to have as many sizes as possible but we currently only offer 100g and 200g sizing and cannot accommodate for special requests.

We do not have a minimum order quantity, we advise purchasing our trial pack of 3 first to let your pet try out our food before purchasing more.