Shipping policy
Shipping & Returns Policy - Singapore
Last Update: July 2025
Order Processing Time
Orders are processed within 3 business days (Monday to Friday, excluding public holidays). You will receive an email confirmation with tracking details once your order has shipped.
Delivery times may vary depending on your location and courier service availability.
Shipping Locations
We currently deliver to addresses within Singapore. For international orders, please check availability at checkout or contact our customer support.
Shipping & Returns Policy - Malaysia
Last Update: March 2026
1. Shipping Policy
Order Processing Time
Orders are processed within 3 business days (Monday to Friday, excluding Malaysian Public Holidays). You will receive an email confirmation with a tracking number once your order has been handed over to our courier partners (e.g., NinjaVan, J&T Express, or DHL eCommerce).
Orders are processed within 3 business days (Monday to Friday, excluding Malaysian Public Holidays). You will receive an email confirmation with a tracking number once your order has been handed over to our courier partners (e.g., NinjaVan, J&T Express, or DHL eCommerce).
Shipping Locations
We currently deliver to all addresses within West Malaysia and East Malaysia (Sabah & Sarawak).
We currently deliver to all addresses within West Malaysia and East Malaysia (Sabah & Sarawak).
- West Malaysia: Estimated delivery within 3–5 business days.
- East Malaysia: Estimated delivery within 7–14 business days.
Shipping Fees
- Standard Delivery: RMXX.00 for West Malaysia; RMXX.00 for East Malaysia.
- Free Shipping: Enjoy free standard delivery on orders above RM200
2. Return & Refund Policy
We want you and your furry friends to be happy! If you are not satisfied with your purchase, we are here to help.
Eligibility for Returns
- You have 7 calendar days to return an item from the date you received it.
- To be eligible for a return, the item must be unopened, unused, and in the same condition that you received it. It must also be in the original packaging.
- Perishable goods (e.g., specific supplements with short expiry) may be exempt from returns unless they arrived damaged.
Change of Mind Policy
Exclusion of Returns:
Please choose your products carefully. We do not offer returns, exchanges, or refunds for "Change of Mind" reasons. This includes, but is not limited to:
Please choose your products carefully. We do not offer returns, exchanges, or refunds for "Change of Mind" reasons. This includes, but is not limited to:
- Deciding you no longer want or need the item.
- Finding the product at a lower price elsewhere.
- Personal preference regarding the product’s flavor, texture, or results.
- Incorrect selection of product variants (size, type, or quantity) during checkout.
Final Sale:
All successful transactions are considered final. Once an order is placed and confirmed, it is not eligible for return or refund unless the item is proven to be physically damaged, defective, or incorrect upon arrival.
If you received a damaged item or the wrong product, please contact our Customer Support within 48 hours of delivery with photos of the product and the packaging. We will arrange a replacement or full refund at no extra cost to you.
Return Process
- Contact Us: Email care@zestypaws.sg with your order number and reason for return.
-
Ship the Item: Once approved, mail the item to our warehouse:
- Recipient: Zak - Brand Catalyser
- 1 Gul Cir, #03-03 JTC Logistic Hub @ Gul, Singapore 629637
- +65 88877258
- Shipping Costs: You will be responsible for paying for your own shipping costs for returning your item (unless the item was damaged/incorrect). Shipping costs are non-refundable.
Refunds
Once we receive and inspect your item, we will notify you of the status of your refund. If approved, we will initiate a refund to your original method of payment (e.g., Credit Card, FPX, or E-wallet). Please allow 7–14 business days for the credit to appear in your account, depending on your bank's policies.
Once we receive and inspect your item, we will notify you of the status of your refund. If approved, we will initiate a refund to your original method of payment (e.g., Credit Card, FPX, or E-wallet). Please allow 7–14 business days for the credit to appear in your account, depending on your bank's policies.
3. Sales and Service Tax (SST)
Tax Inclusive Pricing:
All prices displayed on our website are inclusive of the prevailing Sales and Service Tax (SST) at the rate of 10% as mandated by the Royal Malaysian Customs Department.
All prices displayed on our website are inclusive of the prevailing Sales and Service Tax (SST) at the rate of 10% as mandated by the Royal Malaysian Customs Department.
Invoicing:
A formal tax invoice detailing the SST amount charged will be issued for every successful transaction and sent to your registered email address upon order confirmation.
A formal tax invoice detailing the SST amount charged will be issued for every successful transaction and sent to your registered email address upon order confirmation.
Tax Updates:
We reserve the right to adjust our pricing to reflect any changes in the SST rate or related tax laws as required by the Malaysian government without prior notice.
We reserve the right to adjust our pricing to reflect any changes in the SST rate or related tax laws as required by the Malaysian government without prior notice.
4. Contact Us
For any questions regarding shipping or returns, please reach out to our team:
- Email: care@zestypaws.sg
- WhatsApp/Phone: [Insert Support Number]
-
Operating Hours: Monday – Friday, 8:00 AM – 4:30 PM (excluding Public Holidays)
Shipping & Returns - Philippines
Last Update: March 2026
1. Order Processing & Shipping
2. Change of Mind Exclusion
3. Defective, Damaged, or Incorrect Items
- Processing Time: Orders are processed within 3 business days (Monday to Friday, excluding Philippines Public Holidays).
- Tracking: You will receive an email confirmation with tracking details once your order has shipped via our local courier partners (e.g., NinjaVan, J&T Express, or Lalamove).
- Shipping Locations: We deliver nationwide within the Philippines (Luzon, Visayas, and Mindanao). Please note that delivery to provincial areas or "Out of Delivery Zone" (ODZ) locations may take longer.
2. Change of Mind Exclusion
- No Returns for Change of Mind: In accordance with the Department of Trade and Industry (DTI) guidelines, the prohibition on "No Return, No Exchange" does not apply to "Change of Mind." We do not accept returns, exchanges, or refunds if you simply change your mind, find a lower price elsewhere, or decide you no longer want the item after the order is processed.
-
Final Sale: Please ensure your cart is correct before checking out. All confirmed transactions are final.
3. Defective, Damaged, or Incorrect Items
We only accept returns or exchanges if the product meets the following criteria:
Proof of Damage: To facilitate a claim, we require an uninterrupted unboxing video starting from the removal of the external courier pouch/tape to the discovery of the defect.
- The product is physically damaged or broken upon arrival.
- The product is expired at the time of delivery.
- The product received is the wrong item (does not match your order confirmation).
Proof of Damage: To facilitate a claim, we require an uninterrupted unboxing video starting from the removal of the external courier pouch/tape to the discovery of the defect.
4. How to Initiate a Return
- Contact us within 7 calendar days of receipt at [Insert Support Email] with your Order ID and the unboxing video/photos.
-
Once approved, ship the item in its original, unopened packaging (with the safety seal intact) to:
Recipient: Zak - Brand Catalyser
Address: 1 Gul Cir, #03-03 JTC Logistic Hub @ Gul, Singapore 629637
Phone: +65 88877258
- Items that have been opened, used, or tampered with are strictly non-returnable for safety and hygiene reasons.
5. Refunds
Approved refunds will be processed via your original payment method (Credit Card, GCash, or Maya) within 7–14 business days, depending on your provider’s processing cycle.
4. Contact Us
4. Contact Us
For any questions regarding shipping or returns, please reach out to our team:
Email: care@zestypaws.sg
WhatsApp/Phone: [Insert Support Number]
Operating Hours: Monday – Friday, 8:00 AM – 4:30 PM (excluding Public Holidays)
Email: care@zestypaws.sg
WhatsApp/Phone: [Insert Support Number]
Operating Hours: Monday – Friday, 8:00 AM – 4:30 PM (excluding Public Holidays)
Shipping & Returns - Thailand
Last Update: March 2026
1. Shipping Policy
Order Processing Time
Orders are processed within 3 business days (Monday to Friday, excluding Malaysian Public Holidays). You will receive an email confirmation with a tracking number once your order has been handed over to our courier partners (e.g., NinjaVan, J&T Express, or DHL eCommerce).
Shipping Locations
We currently deliver to all addresses within West Malaysia and East Malaysia (Sabah & Sarawak).
Shipping Fees
Orders are processed within 3 business days (Monday to Friday, excluding Malaysian Public Holidays). You will receive an email confirmation with a tracking number once your order has been handed over to our courier partners (e.g., NinjaVan, J&T Express, or DHL eCommerce).
Shipping Locations
We currently deliver to all addresses within West Malaysia and East Malaysia (Sabah & Sarawak).
- West Malaysia: Estimated delivery within 3–5 business days.
- East Malaysia: Estimated delivery within 7–14 business days.
Shipping Fees
- Standard Delivery: RMXX.00 for West Malaysia; RMXX.00 for East Malaysia.
- Free Shipping: Enjoy free standard delivery on orders above RM200
2. Return & Refund Policy
We want you and your furry friends to be happy! If you are not satisfied with your purchase, we are here to help.
Eligibility for Returns
Change of Mind Policy
- You have 7 calendar days to return an item from the date you received it.
- To be eligible for a return, the item must be unopened, unused, and in the same condition that you received it. It must also be in the original packaging.
- Perishable goods (e.g., specific supplements with short expiry) may be exempt from returns unless they arrived damaged.
Change of Mind Policy
Exclusion of Returns:
Please choose your products carefully. We do not offer returns, exchanges, or refunds for "Change of Mind" reasons. This includes, but is not limited to:
Final Sale:
All successful transactions are considered final. Once an order is placed and confirmed, it is not eligible for return or refund unless the item is proven to be physically damaged, defective, or incorrect upon arrival.
Damaged or Incorrect Items
If you received a damaged item or the wrong product, please contact our Customer Support within 48 hours of delivery with photos of the product and the packaging. We will arrange a replacement or full refund at no extra cost to you.
Return Process
Please choose your products carefully. We do not offer returns, exchanges, or refunds for "Change of Mind" reasons. This includes, but is not limited to:
- Deciding you no longer want or need the item.
- Finding the product at a lower price elsewhere.
- Personal preference regarding the product’s flavor, texture, or results.
- Incorrect selection of product variants (size, type, or quantity) during checkout.
Final Sale:
All successful transactions are considered final. Once an order is placed and confirmed, it is not eligible for return or refund unless the item is proven to be physically damaged, defective, or incorrect upon arrival.
If you received a damaged item or the wrong product, please contact our Customer Support within 48 hours of delivery with photos of the product and the packaging. We will arrange a replacement or full refund at no extra cost to you.
Return Process
- Contact Us: Email care@zestypaws.sg with your order number and reason for return.
-
Ship the Item: Once approved, mail the item to our warehouse:
- Recipient: Zak - Brand Catalyser
- Address: 1 Gul Cir, #03-03 JTC Logistic Hub @ Gul, Singapore 629637
- Phone: +65 88877258
- Shipping Costs: You will be responsible for paying for your own shipping costs for returning your item (unless the item was damaged/incorrect). Shipping costs are non-refundable.
Refunds
Once we receive and inspect your item, we will notify you of the status of your refund. If approved, we will initiate a refund to your original method of payment (e.g., Credit Card, FPX, or E-wallet). Please allow 7–14 business days for the credit to appear in your account, depending on your bank's policies.
3. Sales and Service Tax (SST)
Once we receive and inspect your item, we will notify you of the status of your refund. If approved, we will initiate a refund to your original method of payment (e.g., Credit Card, FPX, or E-wallet). Please allow 7–14 business days for the credit to appear in your account, depending on your bank's policies.
3. Sales and Service Tax (SST)
Tax Inclusive Pricing:
All prices displayed on our website are inclusive of the prevailing Sales and Service Tax (SST) at the rate of 10% as mandated by the Royal Malaysian Customs Department.
4. Contact Us
All prices displayed on our website are inclusive of the prevailing Sales and Service Tax (SST) at the rate of 10% as mandated by the Royal Malaysian Customs Department.
Invoicing:
A formal tax invoice detailing the SST amount charged will be issued for every successful transaction and sent to your registered email address upon order confirmation.
A formal tax invoice detailing the SST amount charged will be issued for every successful transaction and sent to your registered email address upon order confirmation.
Tax Updates:
We reserve the right to adjust our pricing to reflect any changes in the SST rate or related tax laws as required by the Malaysian government without prior notice.
We reserve the right to adjust our pricing to reflect any changes in the SST rate or related tax laws as required by the Malaysian government without prior notice.
4. Contact Us
For any questions regarding shipping or returns, please reach out to our team:
Email: care@zestypaws.sgWhatsApp/Phone: [Insert Support Number]Operating Hours: Monday – Friday, 8:00 AM – 4:30 PM (excluding Public Holidays)
Email: care@zestypaws.sgWhatsApp/Phone: [Insert Support Number]Operating Hours: Monday – Friday, 8:00 AM – 4:30 PM (excluding Public Holidays)