Disclaimer: We are not responsible for allergic reactions. Please review the ingredient list in the product description carefully before purchasing. As all sales are final, refunds are not offered for change of mind, dietary sensitivities, or personal preferences.
Shipping policy
Shipping & Delivery Policy
PawFresh meals are freshly prepared, frozen and delivered to eligible addresses in Singapore. Please review the information below before placing your order.
Delivery Areas
We deliver to eligible Singapore addresses supported at checkout. Availability may depend on the delivery address, postal code and selected delivery method. If your address is not accepted during checkout, please contact us before placing your order.
Delivery Charges
Orders of S$80 or more qualify for free standard delivery. For orders below S$80, the applicable delivery charge will be displayed at checkout before payment. The free-delivery threshold is calculated after discounts and before any delivery charges, unless otherwise stated during a promotion.
Delivery Timeframe
Orders are generally delivered within 1–3 business days after they are placed. Because PawFresh meals are prepared fresh and delivered frozen, delivery times may vary during busy periods, public holidays, promotional periods or circumstances outside our reasonable control. Any delivery date or timeslot shown during checkout is an estimate unless expressly confirmed by PawFresh.
Delivery Carrier
Orders may be fulfilled by Ninja Van or another delivery partner appointed by PawFresh. Tracking or delivery notifications may be sent by PawFresh or the delivery partner using the contact information provided with the order.
Customers are responsible for providing a complete and accurate:
- Recipient name
- Delivery address
- Postal code
- Mobile number
- Unit number
- Access or delivery instructions
PawFresh is not responsible for delays caused by incomplete or incorrect delivery information.
Receiving Frozen Meals
PawFresh meals are delivered frozen. We strongly recommend arranging for someone to receive the order and place the meals in a freezer as soon as possible.
After receiving the order:
- Inspect the packaging and meals.
- Transfer the meals to a freezer promptly.
- Store the unopened packs at a constant temperature of approximately -18°C.
- Do not feed any meal that appears damaged, leaking, spoiled or unsafe.
Unattended Delivery
Customers may request or authorise the delivery partner to leave an order outside the delivery address.
By requesting unattended delivery, the customer accepts the risk of temperature changes, theft, weather exposure, pests or deterioration after the order has been delivered.
PawFresh is not responsible for deterioration caused by an order being left unattended or not being transferred to a freezer within a reasonable time after delivery, except where the problem was caused by PawFresh or the delivery partner before delivery.
Failed Delivery Attempts
Please ensure that the recipient is contactable during the expected delivery period.
If the delivery partner cannot access the location or contact the recipient, or if the delivery cannot be completed because of incorrect customer information, a new delivery arrangement may be required.
Any additional delivery charge will be communicated before redelivery is arranged.
Changing a Delivery Date or Timeslot
Contact PawFresh as soon as possible when a delivery date, address or timeslot needs to be changed.
Changes cannot be guaranteed after order preparation or fulfilment has started. Delivery date changes can no longer be accepted from one day before the scheduled delivery date.
A requested change is not confirmed until PawFresh has acknowledged and approved it.
Subscription Deliveries
Subscription orders are delivered according to the interval, delivery day and timeslot selected by the customer.
Customers should update their subscription details before the next payment is processed. Once payment has been processed and fulfilment has started, changes to that delivery cannot be guaranteed.
Cancelling or modifying a subscription only affects future orders unless PawFresh confirms otherwise.
Pickup Orders
Pickup is available only when shown as an option during checkout.
Customers must wait for a ready-for-pickup notification before visiting the pickup location. Orders should be collected during the confirmed collection period and transferred to a freezer promptly.
Bring your order confirmation when collecting an order.
Delayed Deliveries
Delivery times may be affected by traffic, weather, public holidays, courier disruption, building-access restrictions, unusually high order volume or other circumstances outside our reasonable control.
Where possible, PawFresh or the delivery partner will provide updated delivery information.
Damaged, Incorrect, Missing, Thawed or Spoiled Orders
Please inspect your order immediately after delivery.
Contact us as soon as possible if:
- An item is missing
- An incorrect item was delivered
- Packaging is damaged or leaking
- The meals arrive substantially thawed
- The meals appear spoiled or unsafe
- The order was damaged during delivery
Include your order number and clear photographs or videos of the products, outer packaging and delivery condition.
Do not consume or feed any product that appears damaged, spoiled or unsafe. Eligible claims will be handled according to our Refund Policy.
Contact Us
For delivery assistance, contact PawFresh through WhatsApp at +65 8783 1124.
Please include your name, order number and delivery concern so our team can assist you efficiently.