FAQs Categories
Quickly search what you are looking for with the help of these categories.
Accounts
Questions related to our membership etc.
Orders & Payments
Questions related to your order and payment etc.
Shipping & Self-Collection
Regarding fulfilment & others!
Return & Refunds
Regarding refunds & exchange
Free Gifts & Redemption
Questions regarding samples!
Account Related
Registering for a PawsonClub account is very easy! Click on the link here to proceed to our sign up page or select on the “Sign In” button to access your member benefits!
As a PawsonClub Member, you will receive Pawcoins for every purchase you make. Pawcoins can be used in claiming greater discounts, vouchers and with sufficient points, your membership will be upgraded to a higher tier for even more benefits!
Click here to find out more about PawsonClub!
Yes! You will be able to checkout as a guest. However do note that you will miss out on the benefits which we offer to our members. In addition, you will also not be able to view your order history.
Signing up for a PawsonClub member account is fast and easy! We do not want you to miss out on our deals available. Find out more about PawsonClub membership here!
Forgotten your password? Don’t worry! Simply click on the “Forgot Password” link and you will be able to reset your password in no time! For any other Account related enquiries, feel free to chat with us and we will guide you through!
Orders & Payment
Once you’ve placed an order, you will receive an order confirmation via email.
Depending on the time of order, we will process the order latest the next working day (subjected to item availability). We aim to ship out your order within 48 hours, as soon as possible.
Please contact us at 88057820 via WhatsApp if you wish to amend your order. We will try our best to accommodate especially if it’s a change in variations or items with the same monetary value.
Please contact us immediately at 88057820 if you wish to do so. Do note that there’s no promises that it will be successful and it might cause delivery delays as we are using external couriers. Please ensure the accuracy of the given details when placing your order. We will not be liable for delivery failures/lost of items due to incorrect information provided to us.
Failed delivery due to no unit number stated will be subjected to a charge of $5 redelivery fee.
You may cancel your order if the parcel was not collected by the courier. Please contact us for further assistance at 88057820.
We accept the following payments via Hitpay:
- Mastercard
- Visa
- American Express
- UnionPay
- ApplePay
- GooglePay
- GrabPay
- PayNow
Shipping & Self Collection
| Method | Charges | Fulfilment Time | Remarks |
| Self-Collection | Free | Same Day / 1 Working Day | |
| Standard Shipping below $60 | $4 | 2-3 Working Days | |
| Standard Shipping above $60 | Free | 2-3 Working Days | |
| Express Shipping | Above $200: Free Below $200: $20 | Same Day/Next Day |
Fulfilment time will be subjected to item availability at the warehouse.
Please check with us before arranging for Express Shipping/Self Collection method.
We wish to be able help you on this! However, we do not hold all of the items listed in our store. Please drop us a Whatsapp message at 88057820 to confirm the availability of the item before heading down. We also have self-collection lockers outside our unit if you wish to collect the item during the wee hours.
This locker is situated outside our unit located at 213 Henderson Road #04-01. After payment confirmation, you will receive an SMS/Whatsapp of the locker details as well as password to access the item. Rest assured that the locker is always monitored by CCTV too!
Returns & Refunds
If the item is out of stock, we will inform you and seek your consent for other replacement products. If you wish to remove that item from your order, we will refund the money to you via your original payment method.
If you happen to change your mind after receiving your item, we will be able to provide the choice of either a refund or exchange. This refund/exchange has to be done within 7 days of receiving the item. The item must be in its original packaging with supporting documents of purchased. After checks and verification, you will be able to receive your refund. For exchanges, you might require paying for the new item first while we conduct checks on your returned items. After verification, we will refund the money back to you.
All returns and exchanges will be done at our distribution center. Please contact us to arrange beforehand.
All refunded amount will be based on the item purchased value before shipping fee. Pawsonpets will not be liable for the paid shipping fee as well as shipping fees incurred for the return of the items. Pawsonpets will not be further liable for any damage, loss or inconvenience of any form suffered whatsoever occur from any discrepancy.
Our refund & exchange policy does not apply to:
- Clearance items
- Hygiene items
- Dented canned products
- Dented packing exterior (Packing Box, Retail boxes etc)
- Cages, Beds and wearable items
We will initiate the refund of your payment after verification of receiving the returned item. Do take note that it will depend on the original payment method and individual bank’s processes which will determine how fast the amount will reflect in your bank statement. Please check with us for more information and we will assist you further.
Free Gifts & Redemption
Yes you may! If we have sample packs for a certain item, we will send them to you. Do note that this will be on best effort basis. Requesting for samples might also delay the delivery time if we can get the sample pack from our supplier. We will seek your consent before proceeding with this.
These freebies will be based on first come first serve and availability, sometimes there might not be any sample packs for that item or the one we have on hand has expired. We are not obliged to provide free gifts to you however we will try our best to fulfil any request you have.
All free items and redemption will be subjected to delivery charges if you require such service. We would prefer for you to come down to our warehouse to collect the items so that we can meet you in person!