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Shipping Policy

[updated as of 24th November 2025]

NON-FROZEN ITEMS SHIPPING POLICY

Singapore Orders

• Non-frozen items could enjoy FREE delivery with orders $38 and above.
• Non-frozen items are delivered by third-party courier partners within 3 working days.
• Third-party courier partners may or may not attempt to reach you at the contact number that you've submitted upon delivery.
• If no one is present or uncontactable for further instructions, your package will be left at the riser, door, gate, security, or a location determined appropriate by the courier.
• If other arrangements are preferred and necessary, please leave us a remark or contact us right after you have placed your order.
• For orders above $150, we will be using reasonably reliable couriers (in line with our duty under the Singapore Sale of Goods Act) that allow high-value compensation in the event of parcel loss.
• For orders above $150, should there be theft suspected in your area, based on the courier that we will be partnering with, we may require you to make a police report for submission for a claim.
• Alternatively, you may also opt for Self Collection.
• Self-collection is applicable for all non-frozen items.
• Self-collection is strictly appointment-based only; please call or WhatsApp us at +6581176177 to arrange.
• Self-collection address is at
  • 338 Ang Mo Kio Ave 1 #01-1649, Singapore 560338.

Note: Under Singapore's Sale of Goods Act (Cap. 393), once we hand over the parcel to a courier, the law presumes this as "delivery to you". Once the parcel is delivered to the shipping address, and proof of delivery is provided (including photo confirmation), that is legally considered delivered to you by the courier company.

The courier's default "drop-off point" will be based on the address you provided + visible drop-off point, unless we instruct them otherwise through the delivery system app; failing to read a handwritten note usually does not create legal liability. So if you did not give us specific instructions (eg, "Put parcel where"), we were not aware of any preferred or safer drop-off point, the risk of loss, theft, or damage passes to you at that point. We are no longer liable for parcels lost after successful delivery when no delivery instructions were provided.

This shipping policy, which is part of our contract with you, aligns with the Singapore Sale of Goods Act's flexibility, requests that you give delivery instructions to help us and the courier to place parcels more securely. If no such instruction was provided, we cannot legally be held responsible for loss or theft after the courier has delivered to your premises with POD given.

Malaysia Orders

• Non-frozen items to Malaysia could enjoy FREE delivery with orders $88 and above.
• Non-frozen items to Malaysia will be delivered by international courier partners within 6 working days.
  
• International courier partners may or may not attempt to reach you at the contact number that you've submitted upon delivery.
• If no one is present or uncontactable for further instructions, your package will be left at the riser, door, gate, security, or a location determined appropriate by the courier.
• If other arrangements are preferred and necessary, please leave us a remark or contact us right after you have placed your order.
• For orders above $150, we will be using reasonably reliable couriers with additional international insurance (in line with our duty under the Singapore Sale of Goods Act) that allow high-value compensation in the event of parcel loss.
• For orders above $150, should there be theft suspected in your area, based on the courier that we will be partnering with, we may require you to make a police report for submission for a claim.
• Do note that we are not responsible for any import taxes/duties and other charges, delays, once the package is with our courier partner. Please check with your local authorities for more information on taxes and prohibited/restricted items.

Note: Under Singapore's Sale of Goods Act (Cap. 393), once we hand over the parcel to a courier, the law presumes this as "delivery to you". Once the parcel is delivered to the shipping address, and proof of delivery is provided (including photo confirmation), that is legally considered delivered to you by the courier company.

The courier's default "drop-off point" will be based on the address you provided + visible drop-off point, unless we instruct them otherwise through the delivery system app; failing to read a handwritten note usually does not create legal liability. So if you did not give us specific instructions (eg, "Put parcel where"), we were not aware of any preferred or safer drop-off point, the risk of loss, theft, or damage passes to you at that point. We are no longer liable for parcels lost after successful delivery when no delivery instructions were provided.

This shipping policy, which is part of our contract with you, aligns with the Singapore Sale of Goods Act's flexibility, requests that you give delivery instructions to help us and the courier to place parcels more securely. If no such instruction was provided, we cannot legally be held responsible for loss or theft after the courier has delivered to your premises with POD given.

Other International Orders

• Non-frozen items to other international locations will be delivered by international courier partners within 6-14 working days.
  
• International courier partners may or may not attempt to reach you at the contact number that you've submitted upon delivery.
• If no one is present or uncontactable for further instructions, your package will be left at the riser, door, gate, security, or a location determined appropriate by the courier.
• If other arrangements are preferred and necessary, please leave us a remark or contact us right after you have placed your order.
• For orders above $150, we will be using reasonably reliable couriers with additional international insurance (in line with our duty under the Singapore Sale of Goods Act) that allow high-value compensation in the event of parcel loss.
• For orders above $150, should there be theft suspected in your area, based on the courier that we will be partnering with, we may require you to make a police report for submission for a claim.
• Do note that we are not responsible for any import taxes/duties and other charges, delays, once the package is with our courier partner. Please check with your local authorities for more information on taxes and prohibited/restricted items.

Note: Under Singapore's Sale of Goods Act (Cap. 393), once we hand over the parcel to a courier, the law presumes this as "delivery to you". Once the parcel is delivered to the shipping address, and proof of delivery is provided (including photo confirmation), that is legally considered delivered to you by the courier company.

The courier's default "drop-off point" will be based on the address you provided + visible drop-off point, unless we instruct them otherwise through the delivery system app; failing to read a handwritten note usually does not create legal liability. So if you did not give us specific instructions (eg, "Put parcel where"), we were not aware of any preferred or safer drop-off point, the risk of loss, theft, or damage passes to you at that point. We are no longer liable for parcels lost after successful delivery when no delivery instructions were provided.

This shipping policy, which is part of our contract with you, aligns with the Singapore Sale of Goods Act's flexibility, requests that you give delivery instructions to help us and the courier to place parcels more securely. If no such instruction was provided, we cannot legally be held responsible for loss or theft after the courier has delivered to your premises with POD given.

FROZEN ITEMS SHIPPING POLICY

Singapore Orders only

• This delivery option is not limited to just frozen items; however, if there are frozen items in the same order, it will be processed based on frozen item delivery.
• Frozen items could enjoy FREE scheduled delivery with orders $100 and above.
• Frozen items are delivered by third-party courier partners.
• Orders cut-off time applicable for FREE scheduled delivery is 5pm previous day.
• Orders made by 5pm will be delivered on your selected date and time slots.
• We highly recommend that you choose a date and time slot where you can be present to receive the parcel within the time frame.
• Should you have difficulties being present, we can arrange for the driver to hang at your gate, however, pls note that our packaging can only keep items as frozen as possible for only 3 hours.
• Third-party courier partners may or may not attempt to reach you at the contact number that you've submitted upon delivery.
• If no one is present or uncontactable for further instructions, and no other arrangements have been made prior, your package WILL BE RETURNED, and an additional $20 will be charged for the re-arrangement of the 2nd delivery.
• If other arrangements are preferred and necessary, please leave us a remark or contact us right after you have placed your order.
• Alternatively, you may also opt for Self Collection.
• Self-collection is applicable for all frozen items.
• Self-collection is strictly appointment-based only; please call or WhatsApp us at +6581176177 to arrange.
• Self-collection address is at
  • 338 Ang Mo Kio Ave 1 #01-1649, Singapore 560338.

Return and Refund Policy

[updated as of 24th November 2025]

Generally, all our products are strictly non-refundable or exchangeable.

However, in the event you received an incorrect or defective item, or any other valid reason that you can't enjoy your purchase, we will provide a refund or exchange on a case-by-case basis.

All we ask is that when the item is returned, it should meet the following requirements:

• Reach out to us to arrange an appointment to drop off your item at 338 Ang Mo Kio Ave 1 #01-1649, Singapore 560338.
• Item returned should be in its original & sealed packaging. Broken seals will not be accepted, unless there's a valid reason, on a case-by-case basis.
• Please ensure at least 6 months of shelf life if it's a perishable item.
• Send us your order confirmation email for refund verification.

Items not eligible for returns:

• Food-related, wearables, beds, and carriers due to food safety & hygiene reasons.
• Items that are purchased at promotional pricing from all of our sales channels.
• Customers who had a history of returning more than 3 items.

Note : When we receive the refunded/exchanged item, we will review the condition of the item and reach out to you to confirm and issue a refund/exchange within 7 working days. We regret that customers who decline to respect our policy will be ineligible for exchange, returns, and refunds.

Do also note that if we find that a product has been intentionally damaged or tampered with, refunds will not be offered.

As generally, returns are not allowed otherwise, please check your order (e.g. type, size, colour, quantity, etc) before checking out. If you need help with any product, chat with us or please send us an email to ask@joofholisticpet.sg

Note: All refunds will be refunded as credit into your account with JOOF or as Cash Paynow to your mobile given, whichever we deem fit on a case-by-case basis.

Refunds for Loss of Parcel

For loss of parcel, please read our shipping policy above. We are unable to replace, refund, or compensate you if:

• parcels are delivered to the correct address but subsequently lost or stolen, or
• parcels left according to the courier procedure when no instructions were given.

In the event of a lost parcel claim:

• We will contact the courier and assist with the investigation. 
• If the claim is deemed eligible, we will seek compensation from the third-party courier partners on your behalf.
• We will then make the refund to you once the compensation from the third-party courier partners is completed.

Note that third-party courier partners may require some time for internal investigation upon receiving our claim.

All refunds will be refunded as credit into your account with JOOF or as Cash Paynow to your mobile given, whichever we deem fit on a case-by-case basis.