Frequently Asked Questions

Yes. Guest checkout is available.

However, there are far more benefits creating an account such as:

• View order history
• Save shipping details
• Earn and redeem points to save on future orders.
• Enjoy a faster checkout experience in the future

We process orders quickly to ensure timely delivery.

• Order changes or cancellations may be possible only before your order is processed
• Once an order has been packed or shipped, changes or cancellations are no longer possible

Please contact us immediately at hello@pawterhaus.com with your order number. We’ll do our best to help if your order has not yet been processed.

If changes are not possible, your order will proceed as placed. You may refer to our Returns & Refunds Policy after delivery, where applicable.

You’ll receive an email notification once your order is dispatched, along with a tracking link to follow your delivery.

If you created an account with us, you can log in to your account anytime to check your order status.

We offer three delivery options within Singapore:

• Standard Delivery ($5) — Free for orders above $59. Dispatch in 1–2 business days, with delivery in about 2–3 working days.
• Express Delivery ($15) — Same-day dispatch for orders placed before 12pm, with next working day delivery.
• Self-Collection (Free) — Ready within 1–2 days. Collection is by appointment.

Orders are typically dispatched within 1–2 business days. Once your order has been shipped, you will receive a confirmation email with tracking details. Delivery usually takes an additional 1–3 working days.

For urgent orders, you may place an order by 12pm via express delivery at checkout (additional charges apply). Please note that these options prioritise faster transit time only and do not shorten order processing time.

If you require your order by a specific date or time, please contact us in advance via email at hello@pawterhaus.com. We’ll be happy to advise on the best available delivery option.

We process orders quickly to ensure timely delivery.

• Order changes or cancellations may be possible only before your order is processed
• Once an order has been packed or shipped, changes or cancellations are no longer possible

Please contact us immediately at hello@pawterhaus.com with your order number. We’ll do our best to help if your order has not yet been processed.

Once your order has been dispatched, we may not be able to amend the delivery details due to courier limitations - even if there is an error in the address provided. Please review your shipping information carefully before placing your order.

We are unable to take responsibility for parcels that are lost due to incorrect or incomplete delivery details submitted at checkout.

Orders are processed and dispatched from Monday to Friday, excluding weekends and public holidays.

If delivery is attempted and no one is available to receive the parcel, our courier will try to contact you. If you remain uncontactable, the parcel may be left at your doorstep or riser (where permitted), and a photo confirmation of delivery will be provided.

Please note that once a parcel has been delivered according to the delivery instructions and confirmation has been recorded, Pawter Haus is not liable for any loss or damage thereafter.

At the moment, we only offer delivery within Singapore. However, if you’re based overseas and are interested in our products, please feel free to contact us - we’ll do our best to explore possible shipping arrangements for you and your pet.

Please note that international shipments may involve additional shipping fees, duties, taxes, and longer delivery times depending on the destination.

We accept returns and exchanges for eligible items, subject to our hygiene and quality standards.

Return requests must be submitted to hello@pawterhaus.com within 7 days of receiving your order.

Accessories and lifestyle products (such as harnesses, apparel, toys, beds, bowls, and similar items) may be returned if they:

• Are unused and unworn
• Have all original tags and packaging intact
• Are clean and free from fur, dirt, odour, or scratches

Return shipping costs are borne by the customer. Original shipping fees are non-refundable.

For safety and hygiene reasons, we are unable to accept returns or exchanges for:

• Pet food, treats, supplements, and dental chews
• Grooming liquids or topical products
• Opened or used consumables
• Final Sale or Clearance items
• Items that show signs of use, wear, fur, odour, or damage from pet use

Please contact us within 24 hours of delivery with photo or video evidence. Where verified, we will offer:

• Replacement, or
• Store credit, or
• Refund (if replacement is unavailable)

Yes — we accept size exchanges for eligible items within 7 calendar days from the date you receive your order.

Exchanges can be done via delivery, with shipping costs borne by the customer.

To avoid disappointment, please double-check your order details (item type, size, colour, and quantity) before checkout. If you need sizing advice, feel free to chat with us - we’re happy to help.

Refunds are primarily issued as store credit. Refunds to the original payment method are provided only for verified damaged, defective, or unavailable items.

Store credits are typically issued within 1–2 business days after inspection. Payment refunds may take up to 10 working days depending on your provider.

Pawter Club is the Pawter Haus Membership and Rewards Program.

Members earn Haus points on eligible orders and activities, and redeem them for rewards and member-only perks.

You earn Haus points on eligible purchases and selected member actions such as account creation, birthday rewards, and referral activities.

Haus points are awarded on eligible completed orders only. Cancelled, refunded, or rejected orders do not earn points.

To redeem Haus points or use a discount code, go to the Pawter Club icon at the bottom left corner of our store, log in and click on "Spend Points" and redeem! You will be able to copy the discount code and paste it when you are ready to check out.

You can also choose to keep and accumulate your points to redeem whenever you want! The more points you earn, the better the conversion rate.

Log in to your account and open the Pawter Club panel to view your points balance and available rewards.

Find your unique referral link in the Pawter Club icon at the bottom left corner of our store and share it with your friends.

They receive a welcome perk, and you receive a reward after their first eligible purchase. Everybody is happy.

Points earned from cancelled or refunded orders will be reversed.