Contact
Woof Living is based in Singapore. You can choose to shop with us at our physical store located within Wheelock Place #01-K3, next to Marks & Spencer Cafe or our e-store.
Our physical store is open daily from 12:00hrs to 19:00hrs*; our e-store is open 24 hours a day, 7 days a week. Customer Service is also available daily from 10:00hrs to 20:00hrs (GMT+8). You can reach us on:
Email: hello@woofliving.com
Instagram: @woofliving
Call/WhatsApp: +65 8533 5380
*Please note that store hours may be revised according to the COVID-19 situation and measures.
Our Customer Service is available daily from 10:00hrs to 20:00hrs (GMT+8).
Email: hello@woofliving.com
Instagram: @woofliving
Call/WhatsApp: +65 8533 5380
Delivery & Shipping
All orders received by 12:00hrs (GMT+8) will be sent out on the same day. Typically, you will receive your order between 1 to 3 days, excluding weekends and holidays. Depending on the physical size of your merchandise, we are currently using 2 modes of delivery:
1) Singpost Smartpac box (to reduce our carbon footprint whenever possible!) which will be delivered to your letterbox within 2 to 3 days. As long as your merchandise is able to fit comfortably in the Smartpac box, we will engage this mode of delivery.
2) Pickupp/Grab Express courier which will be delivered to your doorstep within 24 hours from the time of order.
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.
If you missed our 12:00hrs (GMT+8) cut off time for same-day order processing, you may opt for the S$6 "express delivery" if you need your order to reach you by 10pm. However, please note that this service is only available if you placed your order before 17:00hrs (GMT+8).
All orders received by 12:00hrs (GMT+8) will be sent out within 3 days. Typically, you will receive your order during sale and festive periods between 2 to 4 days, excluding weekends. Depending on the physical size of your merchandise, we are currently using 2 modes of delivery:
1) Singpost Smartpac box (to reduce our carbon footprint whenever possible!) which will be delivered to your letterbox within 2 to 3 days. As long as your merchandise is able to fit comfortably in the Smartpac box, we will engage this mode of delivery.
2) Pickupp/Grab Express courier which will be delivered to your doorstep within 48 hours from the time of order.
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 the tracking number if your order is delivered in a SmartPac box. It will arrive in your mail box. If your order is delivered by Pickupp/Grab Express courier, you will be notified via SMS of the estimated delivery time, delivery person's contact number, delivery status and when the delivery is completed.
Yes, we do ship internationally to almost every country around the world! We love to share quality interactive dog toys with as many dog owners as possible around the globe. All international orders will be shipped via registered international shipping with Singapore Post if your package weighs under 2kg. If your package weighs more than 2kg, we will ship with Fedex. All packages come with tracking numbers for your peace of mind. All you need to do is input your mailing address and select the respective shipping rate accordingly at checkout.
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 your to check with your local customs office regarding import restrictions before making your purchase. 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 12:00hrs (GMT+8) will be processed on the same day. Orders placed on Friday after 12:00hrs (GMT+8) will only be processed on the following Monday. You will receive a shipment notifcation 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
Please note that due to the COVID-19 situation, there may be significant delays for all international shipments. 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 Singapore Post, Fedex 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.
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, and we will see how we can work around it with you. A gentle reminder, if the product can fit comfortably in a SmartPac box, we will pack your product in a SmartPac box on the same day. You can expect to receive it within 1 to 2 working days.
Yes, we do! You will be pleased to know that all orders will be packed in either our signature canvas drawstring bag or tote bag. Kindly note that the choice of bag is at our discretion, depending on the size of the product(s). If you are sending the product(s) as a gift and would like the product(s) to be gift wrapped with a birthday message for the recipient, please do not hesitate to let us know.
However, please be informed that gift wrap service and signature canvas drawstring bag or tote bag are not applicable for purchases done during sale period. Purchases done during sale period will be packed in either a compostable eco-mailer or brown kraft bag.
Exchange & Refund
Exchange 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. 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. In the event if we sent the wrong order by mistake and the item(s) you wanted is/are no longer available, we will provide a refund accordingly.
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.
Order & Payment
We accept all major credit cards, debit cards, Apple Pay, PayPal balances and all other default payment modes available on Shopify.
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 10:00hrs to 20:00hrs (GMT+8).
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.
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.
Privacy Policy
This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from woofliving.com (the “Site”).
PERSONAL INFORMATION WE COLLECT
When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.
We collect Device Information using the following technologies:
- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
- “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site.
Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers and other default Shopify payment modes), email address, and phone number. We refer to this information as “Order Information”.
When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.
HOW DO WE USE YOUR PERSONAL INFORMATION?
We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:
- Communicate with you;
- Screen our orders for potential risk or fraud; and
- When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).
We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy. We also use Google Analytics to help us understand how our customers use the Site -- you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.
BEHAVIOURAL ADVERTISING
As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.
You can opt out of targeted advertising by using the links below:
- Facebook: https://www.facebook.com/settings/?tab=ads
- Google: https://www.google.com/settings/ads/anonymous
- Bing: https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads
Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.
DO NOT TRACK
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.
YOUR RIGHTS
If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.
Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.
DATA RETENTION
When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.
CHANGES
We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.
CONTACT US
For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e‑mail at hello@woofliving.com or by mail using the details provided below:
Woof Living
[Re: Privacy Compliance Officer]
Woof Living Pte Ltd, 1 Coleman Street #10-06 The Adelphi, Singapore 179803
Wholesale Request
We are open to selective wholesale partnerships based upon matching operating philosophies. Please fill up the Wholesale Application Form if you feel that your company may align nicely with Woof Living.