Frequently Asked Questions

Woof Living is based in Singapore. You can find us online at www.woofliving.com or at our physical store located within Wheelock Place #01-K3, next to Marks & Spencer Cafe.

Our physical store is open daily from 11:00hrs to 19:00hrs*; our e-store is open 24 hours a day, 7 days a week. Customer Service is also available daily from 11:00hrs to 19:00hrs (GMT+8). You can reach us on:

Email: hello@woofliving.com

Instagram: @woofliving

Call/WhatsApp: +65 8533 5380

Our Customer Service is available daily from 11:00hrs to 19:00hrs (GMT+8).

Email: hello@woofliving.com

Instagram: @woofliving

Call/WhatsApp: +65 8533 5380

Yes, we do! Our loyalty programme “The Happy Dog Club” allows you to earn instant loyalty points and redeem attractive rebates up to 5% when you shop with us. 

As of January 1st, 2024, a new chapter begins for the accumulation of loyalty points. This means that moving forward, you will now earn 1 point for every SGD1 you spend. Moreover, we have also introduced a number of effortless ways for you to earn additional points, including:

• Creating an account with us (100 points)
• Subscribing to our newsletter (25 points)
• Telling us when is your pet’s birthday (200 points)
• Following us on Instagram (25 points)
• Subscribing to our YouTube channel (25 points)

To discover more about how you can start earning these points, please visit www.woofliving.com. Simply click on the "Rewards" tab located at the bottom of the page, featuring the gift icon. From there, proceed to the "Earn points" tab on the same page.

Once you have logged into your account, click on the "Rewards" tab (on desktop) or gift icon (on mobile). From there, proceed to the "Redeem points" tab on the same page. This will enable you to view your eligibility for points redemption.

• 100 points for SGD1 off 
• 200 points for SGD4 off 
• 400 points for SGD10 off
• 800 points for SGD25 off
• 1000 points SGD50 off

Absolutely! The points redemption tiers work the same in-store. 

Your loyalty points will be valid for up to 12 months, and if there is no activity within that period, they will expire.

It is important to mention that the Company reserves the right to discontinue the loyalty program or replace it with a new one if it deems necessary. We appreciate your understanding and continued support.

One common reason could be that you have not yet set up an online account with us at www.woofliving.com.

Members = customers who have created an online account with us on www.woofliving.com.

Guests = customers who have not created an online account on www.woofliving.com or do not have an account with us.

As a guest, you have the opportunity to accumulate points, which can be redeemed for rewards. However, in order to redeem these rewards online, it is necessary to create an online account. On the other hand, if you have previously provided your name, contact number, or email address during an in-store shopping experience, you can still redeem your rewards at our physical store located at Wheelock Place.

Should you encounter any difficulties in setting up an online account, please do not hesitate to reach out to us. Our Customer Service is available daily from 11:00hrs to 19:00hrs (GMT+8).

Email: hello@woofliving.com

Instagram: @woofliving

Call/WhatsApp: +65 8533 5380

We will be more than happy to assist you.

Any action taken on an order, such as full or partial refunds, cancellations, or voids, will lead to a complete deduction of all points previously earned for that transaction. Please note that these conditions are established by the loyalty program merchant, and we are unable to modify these terms.

The estimated arrival for pre-order items will be listed as the first liner in bold, under the product description page. By proceeding with the order, we will take it as you have read and accepted the ETA of the preordered item.

If your cart contains both pre-order and in-stock items and the out-of-stock item(s) is/are will only be arriving in more than two weeks, we will send you a partial order first. However, if you are not in a hurry and wish to reduce your carbon footprint, please let us know that you do not mind the wait to receive everything in one go.

If the out-of-stock item(s) is/are expected to arrive within two weeks, we will deliver your entire order when the out-of-stock item(s) is/are restocked. 

You may write in to us at hello@woofliving.com with the requested item(s) name and brand. We will let you know if a pre-order is possible and when you can expect the product to be back in stock, if any. 

We accept all major credit cards, debit cards, Apple Pay, PayPal balances and all other default payment modes available on Shopify.

If you are not able to check your order, it means one or more items in your cart are no longer available or we do not ship to your address. 

Please contact hello@woofliving.com for further assistance. 

Please make sure that you have added our email address to your email safe list. Check your junk and spam mail folder to see if your email server filtered your order confirmation by mistake.

If you still do not receive any order confirmation, please reach us through:

Email: hello@woofliving.com

Instagram: @woofliving

Call/WhatsApp: +65 8533 5380 

Kindly note that Customer Service is only available between 11:00hrs to 19:00hrs (GMT+8).

It would depend on the status of your order. If the delivery is already en route to the indicated address, you will only be able to do the exchange in our boutique within 3 days of receipt.

However, please note that we do not provide refund to an existing order. You may contact our Customer Care team to check the status of your order via:

Instagram: @woofliving
Email: hello@woofliving.com
Call/WhatsApp: +65 8533 5380

Our Customer Service is available daily from 11:00hrs to 19:00hrs (GMT+8).

Please note that cancellation is not allowed as all orders are deemed final upon successful checkout. We practice a strict no exchange and refund policy.

If the out-of-stock item(s) is/are will only be arriving in more than two weeks, we will send you a partial order first. However, if you are not in a hurry and wish to reduce your carbon footprint, please let us know that you do not mind the wait to receive everything in one go. If the out-of-stock item(s) is/are expected to arrive within two weeks, we will deliver your entire order when the out-of-stock item(s) is/are restocked. 

However, if you urgently need the available product from your order for a birthday, please let us know.

Yes, with effect from 1 July 2023, gift wrapping service is available at a nominal fee of SGD2 per item. If you are sending your purchase as a gift and would like to utilise our gift-wrapping service with a birthday message for the recipient, please select the gift wrap option and indicate your gift message, if you have one.

If you do not require every item in your order to be gift-wrapped, you can conveniently search for "gift bag" in the search bar and add the desired quantity to your cart instead of choosing the option to have your order gift-wrapped for $2.00 per product. Afterward, please kindly specify in the "NOTE" section which gift(s) you would like to have wrapped and include your gift message. We will ensure that they are beautifully presented for you.

Kindly note that the choice of gift wrapping is at our discretion, depending on the physical size and shape of the product(s).

Absolutely! If you do not require every item in your order to be gift-wrapped, you can conveniently search for "gift bag" in the search bar and add the desired quantity to your cart instead of choosing the option to have your order gift-wrapped for $2.00 per product. Afterward, please kindly specify in the "NOTE" section which gift(s) you would like to have wrapped and include your gift message. We will ensure that they are beautifully presented for you.

Kindly note that the choice of gift wrapping is at our discretion, depending on the physical size and shape of the product(s).

With effect from 1 July 2023, unless you opted for "gift wrapping" service at a nominal fee of $2 per item, we no longer provide our signature cotton canvas bags. This is in support of the global "BYO movement". We encourage all customers to bring their own bags or, better yet, bring your Woof Living bags that were given to you previously.

If you forget to bring your own bag, don't worry, we will still provide FSC-certified paper or fully recycled Kraft paper bags that guarantee protection for our forests.

Enjoy same-day order processing when you place your order before 11:00hrs (GMT+8), with exception to sale period, weekends and public holidays. Shipping is with compliments, no minimum purchase is required. Typically, your order should reach you between 1 to 3 days, excluding weekends and public holidays. Woof Living ships with EASY PARCEL. You will receive a sms/email notification when your order is processed and when it is delivered. 

Kindly note that Woof Living will not be responsible for items lost, stolen or damaged, if you have requested for your order to be left at the doorstep, riser or in any other location when you are unable to receive the delivery. 

Unfortunately, with effect from 1 May 2022, "express delivery" is no longer available due to the limited pool of drivers. However, if you place your order before 11:00hrs (GMT+8), you can opt for self pick up from our boutique located at Wheelock Place #01-K3, next to Marks & Spencer Cafe. 

During markdown and festive periods, all orders received before 11:00hrs (GMT+8) will be processed within 2 days. Typically, you should receive your order between 2 to 4 days, excluding weekends and holidays. Woof Living ships with EASY PARCEL. You will receive a sms/email notification when your order is processed.

Kindly note that Woof Living will not be responsible for items lost, stolen or damaged, if you have requested for your order to be left at the doorstep, riser or in any other location when you are unable to receive the delivery. 

Yes, you will receive a sms/email notification from EASY PARCEL once your order is processed. EASY PARCEL’s tracking starts from the moment your order is processed up until it is delivered.

It would depend on the status of your order. If the delivery is already en route to the indicated address, we will not be able to do anything about it. You will need to contact the courier company directly.

You can contact us to check the status of your order via:
Instagram: @woofliving
Email: hello@woofliving.com
Call/WhatsApp: +65 8533 5380

Our Customer Service is available daily from 11:00hrs to 19:00hrs (GMT+8). Please note that all customers are responsible for providing correct delivery address.

You should not sign for package(s) that arrived damaged. Let the driver know you will not accept the goods and they will note the damage before returning them to the depot where a damage report can be compiled.

Contact us immediately so we can help. Our Customer Service is available daily from 11:00hrs to 19:00hrs (GMT+8).

Email: hello@woofliving.com
Instagram: @woofliving
Call/WhatsApp: +65 8533 5380

Should the damage be internal and unnoticeable until opening the package, you will need to obtain the below proof before contacting us:

1. clear colour pictures showing the damage.
2. clear colour pictures of the internal and external packaging.
3. a written description of the damage and how the goods were packaged upon arrival.
4. hold onto the goods until further notice from us as the driver may return to inspect or collect the goods.

Yes, we do ship internationally to most countries! We love to share the benefits of interactive dog toys with as many dog owners as possible.

Depending on the location, we use different shipping companies for international orders. All international orders will be shipped via registered international shipping with tracking numbers for your peace of mind. All you need to do is input your mailing address at checkout. If you are unable to checkout, chances are, we are currently not offering international shipping to your zone at the moment.

Singapore
Complimentary with no weight limitation.

Malaysia, Indonesia & Brunei
1kg or less = SGD15 (approximately USD11)
>1kg to 2kg = SGD25 (approximately USD18)
>2kg to maximum 5kg = SGD50 (approximately USD36)

Other countries in Southeast Asia & East Asia
1kg or less = SGD30 (approximately USD22)
>1kg to 2kg = SGD50 (approximately USD36)
>2kg to maximum 5kg = SGD100 (approximately USD72)

Australia, New Zealand, Europe, Middle East & the Americas
1kg or less = SGD50 (approximately USD36)
>1kg to 2kg = SGD80 (approximately USD58)
>2kg to maximum 5kg = SGD160 (approximately USD115)

The above shipping rates are based on our standard shipping carton box measuring 40cm*25cm*15cm. Should your order exceed those measurements, please expect a higher shipping cost.

We strongly encourage for you to check with your local customs office regarding import restrictions before adding dog treats to your cart. Woof Living will not be responsible for any loss at your local customs.

Woof Living does not cover taxes or duties for international shipping. The customer is responsible for any additional fees. More information on duty and tax requirements can be obtained by contacting your local customs office or tax agency.

All orders received before 11:00hrs (GMT+8) will be processed on the same day. Orders placed on Friday after 11:00hrs (GMT+8) will only be processed on the following Monday. You will receive a shipment notification with a tracking number as soon as your order is shipped.

Asia
Estimated delivery time is between 4 to 18 days

Australia, New Zealand, Europe
Estimated delivery time is between 7 to 18 days

Middle East
Estimated delivery time is between 5 to 18 days

The Americas
Estimated delivery time is between 10 to 18 days

Estimated delivery times is based delivery to major cities and office of mail exchange. Delivery times are only estimates and may/may not be the actual delivery standard experienced. 

If you do not reside in a major city or office of mail exchange, kindly expect a longer delivery time. Please understand that any delay at the destination countries is beyond the control of international shipping companies and Woof Living. For festive mailing to major cities, it is advisable to add another 10 working days. Woof Living will not be responsible for items lost, stolen or damaged in the delivery process.

Exchange of non-edible products is only possible at our physical store within 3 days from your date of purchase. No refund will be given if the exchanged item is of lower value. There is strictly no exchange for edible products.

To be eligible for an exchange, your item must be in the original condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need to include an order confirmation or proof of purchase. We strongly recommend for you to contact us first prior to heading down to our physical store at:

Email: hello@woofliving.com

Instagram: @woofliving

Call/WhatsApp: +65 8533 5380

Our Customer Service is available daily from 11:00hrs to 19:00hrs (GMT+8).

Items sent back to us without a request will not be accepted. Please note that you will be responsible for mailing back the item back to us and the outbound shipping cost for the new item.

We apologise for the mistake and inconvenience caused. Please notify us at hello@woofliving.com by quoting your invoice number, your name and the incorrect merchandise with accompanying photo received within 24 hours of receipt. Please do not return the incorrect merchandise without first informing us. If the item(s) you want is/are unavailable, we will refund you the full amount.

We practice a strict no refund policy. *Exchange is possible. If the item(s) you wanted is/are no longer available, we will provide a refund accordingly. 

*Exchange is only possible at our retail outlet within 3 days from your date of purchase. No refund will be given if the exchanged item is of lower value. To be eligible for a return, your item(s) must be unused and in the same condition that you received it. It must also be in the original packaging with attached labels. 

Any action taken on an order, such as full or partial refunds, cancellations, or voids, will lead to a complete deduction of all points previously earned for that transaction. Please note that these conditions are established by the loyalty program merchant, and we do not have the authority to modify these terms.

We are open to selective wholesale partnerships based upon matching operating philosophies. Please write to us at hello@woofliving.com if you feel that your company may align nicely with Woof Living. Kindly provide:

- Your name and email address
- Company name, website, Instagram handle
- Country your business is based in
- Which brand(s) you are keen to retail