Question 1

Where are the products made?

Accepted Answer

All of our products are handmade in Singapore.

Question 2

What are the ingredients used?

Accepted Answer

We use high-quality natural ingredients that we source from local markets and restaurants distributors. Every ingredient is carefully selected for the well-being of your pet. We do not use any preservatives and additives in our products. Please refer to the individual product page for the list of ingredients for each product.

Do note that every dog is different and may react differently to the same ingredient. If your dog has an allergic reaction, please stop consuming and consult your veterinarian.

Question 3

How should I store the treats?

Accepted Answer

As our products are made without preservatives and additives and Singapore has a hot and humid climate, all of the products should be refrigerated immediately upon receipt for maximum freshness. For optimal freshness, please consume within 1 month or refrigerate for up to 2 months.

Question 4

What are the feeding guidelines?

Accepted Answer

Supervision is strongly recommended when feeding chews. Refer to the below recommendations.

Recommended maximum chew time of 10-15 minutes, although every dog is different. Sit and supervise while your dog is chewing.

Introduce bone-inclusive chews gradually, one protein at a time, to prevent upset stomach if your dog is not accustomed.

If your dog eats quickly, watch for swallowing or gulping. Avoid choking hazards by using a chew holder or holding it yourself.

Discard sharp, larger pieces that may break off during chewing to prevent swallowing issues.

Always provide plenty of fresh drinking water for your pet!

Please refer to the individual product page for more detailed feeding guidelines on each product.

Question 5

Where do you deliver?

Accepted Answer

We offer delivery services across mainland Singapore, excluding PO Boxes, My Mailbox addresses, Army Camps, Jurong Island, and designated restricted areas.

Question 6

What are the delivery charges?

Accepted Answer

We are pleased to offer complimentary delivery within SG for orders totaling $85 and above.

For orders below $85, a delivery fee of $4.50 per address within SG will be applied.

Question 7

When will my order be delivered?

Accepted Answer

Order cuts off on every Saturday night, 10pm for delivery in the following week between Wednesday and Saturday. However, if our order slots are full, your orders may be pushed to the following week.  Please be patient with us as all orders are made-to-order to keep our treats Really Fresh.

Question 8

Can I self-collect my order?

Accepted Answer

Of course! Self pickup at Adora Green. We will send you a text to let you know the pickup date and time.

Question 9

Can I make changes to my delivery address?

Accepted Answer

If you need to make changes to your shipping details, please reach out to us via email within 24 hours of placing the order. We will make every effort to accommodate your request. We are however unable to make modifications once parcels are dispatched.

Please ensure you provide us with the correct delivery address as failed delivery due to incorrect or incomplete delivery address will result in an additional $15 re-delivery fee. No refund will be provided if the undelivered order (due to incorrect or incomplete delivery address) is subsequently cancelled by the customer.

Question 10

How do I track my order?

Accepted Answer

We will provide you with the tracking details and links in the email when your order is dispatched, allowing you to monitor the delivery progress.

Question 11

What happens when no one is at home to receive the order?

Accepted Answer

Our courier deliveries are handled by third-party logistic companies. If you have an existing Authorized to Leave (“ATL”) instruction with the logistic company, the delivery personnel will leave your package at a safe place e.g. riser, door, or gate, please note that we will not be liable for any damages, loss, or harm to the packages as a result of this instruction.

If you do not have an existing ATL with the logistic company, the delivery personnel will make an effort to contact you on your phone number. If you instruct the delivery personnel to leave your package at a safe place e.g. riser, door, or gate, we will not be liable for any damages, loss, or harm to the packages.

For unsuccessful delivery, the courier companies will re-attempt the delivery based on their re-delivery policies. Please contact the logistic companies directly for delivery-related inquiries.

Question 12

What is your refund and returns policy?

Accepted Answer

Regrettably, we are unable to accommodate returns or exchanges for items sold due to health and safety issues.
 
Please inspect your package in a timely manner. If you receive a defective product (excluding physical damage to the packaging due to shipping e.g. dented boxes etc. and products mishandled or improperly stored after receipt), kindly take a photo of the defective product and contact us via email at codyntoby@gmail.com within 48 hours of receiving your package. In your email, please provide us with details and photos of the product defect.
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If your delivery is incomplete, please inform us within 48 hours of delivery. Take a photo of the box with all the contents spread out next to it and send us an email, include your order details in the email. We will work with you for a resolution.

Question 13

What is your change & cancellation policy?

Accepted Answer

Unfortunately, no changes or cancellation is allowed once the order has been placed. Your order is immediately sent for processing once it has been placed.
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In rare occasions where a cancellation is permitted, we will charge a cancellation fee of 5% of the order amount and the cancellation fee is strictly non-negotiable. This fee is intended to offset transaction fees and miscellaneous charges imposed by payment processors.

FAQ