YOUR PET PLACE

Shipping Policy

Effective Date: April 22, 2026

Thank you for choosing YOUR PET PLACE PTE. LTD. (operating via yourpetplacestore.com). We are dedicated to delivering high-quality pet supplies to your doorstep as quickly and safely as possible. This Shipping Policy explains our procedures, delivery timelines, and your responsibilities as a customer.

1. GENERAL SHIPPING INFORMATION

All orders are dispatched from our fulfillment center in Singapore. Our operational address for logistics inquiries is:
6 Meyappa Chettiar Road, #15-08, The Poiz Residences, Singapore 358454.

We process and ship orders Monday through Friday, excluding Singapore Public Holidays.

2. ORDER PROCESSING TIMES

  • In-Stock Items: Most orders are processed within 1–2 business days.
  • Pre-Order Items: Processing times for pre-order items will be explicitly stated on the product page.
  • High-Volume Periods: During major sales events (e.g., 11.11, Black Friday), processing may take up to 4 business days. We will notify you via email if a significant delay is expected.

3. SHIPPING RATES & DELIVERY ESTIMATES

Shipping charges are calculated at checkout based on the total weight of the order and the destination.

A. Singapore Domestic Delivery (Local)

  • Standard Courier: 2–4 business days after dispatch.
  • Express/Same-Day Delivery: Available for select postal codes for orders placed before 10:00 AM (SGT).
  • Free Shipping: We offer free standard shipping on local orders exceeding a specific amount (e.g., SGD $80), subject to weight limitations.

B. International Shipping

We ship pet accessories to select international destinations. Please note: We do not ship pet food or perishable items internationally due to customs regulations.

  • ASEAN Region: 5–10 business days.
  • Rest of the World: 10–21 business days.

4. SHIPMENT TRACKING

Once your order has been handed over to our courier partners, you will receive a Shipment Confirmation email containing your tracking number. You can monitor your pet supplies’ journey directly on our website at yourpetplacestore.com or via the courier’s online portal.

5. CUSTOMS, DUTIES, AND TAXES (International Only)

YOUR PET PLACE PTE. LTD. is not responsible for any customs and taxes applied to your order.
All fees imposed during or after shipping (tariffs, taxes, VAT, etc.) are the sole responsibility of the customer. If a shipment is returned to us because the recipient refused to pay local import duties, the customer will be liable for the original shipping cost and the return shipping fees incurred.

6. DELIVERY ADDRESS & RE-DELIVERY

  • Accuracy: Please ensure your shipping address is accurate. We are not responsible for orders delivered to an incorrect address provided by the customer.
  • Failed Delivery: Our couriers generally make two delivery attempts. If you are unavailable, the package may be returned to our hub. A re-delivery fee will be charged to the customer for subsequent attempts.
  • Restricted Zones: We do not deliver to P.O. Boxes, military bases, or restricted offshore islands (e.g., Jurong Island).

7. BULK & HEAVY ITEMS (Pet Food/Litter)

For heavy orders (over 20kg), we may use specialized freight partners. If you live in a walk-up apartment without elevator access, please notify us in advance. Our couriers reserve the right to deliver such items only to the ground floor if no elevator is available.

8. DAMAGED OR LOST PACKAGES

We take extreme care in packing your pet’s favorite items. However, if issues occur:

  • Damaged Items: If your order arrives damaged, contact us at unforgettable@yourpetplacestore.com within 48 hours with photos of the damaged goods and packaging.
  • Lost Shipments: If tracking shows “Delivered” but you haven’t received it, please check with neighbors or your building management first. If it remains missing, contact us so we can open an inquiry with the carrier.

9. CANCELLATIONS

Once an order has entered the “Processing” or “Shipped” status, it cannot be canceled. If you no longer wish to receive the items, you must follow the return process outlined in our Refund and Returns Policy, including the physical return of the goods to our address at your expense.

10. CONTACT INFORMATION

For all shipping-related questions, please contact our logistics team:

YOUR PET PLACE PTE. LTD.

  • Website: yourpetplacestore.com
  • Email: unforgettable@yourpetplacestore.com
  • Phone: +65 69877505
  • Address: 6 Meyappa Chettiar Road, #15-08, The Poiz Residences, Singapore 358454