FAQ
🐾 DELIVERY & RETURNS FAQ
🚚 DELIVERY
How much is Delivery?
We offer both standard courier and express delivery across Singapore:
📦 Standard Courier (3–5 working days via Ninjavan)
– $5 flat rate for orders below $60
– FREE standard delivery for orders $60 and above
⚡ Express Delivery (Same/Next Day via Lalamove/GrabExpress)
– $18 flat rate for urgent deliveries under $120
– Delivered within 24 hours (same or next day, depending on when you order)
How do I qualify for free delivery?
– Spend $60 or more → get FREE standard delivery
– Spend $120 or more → you may request FREE express delivery (subject to availability – we’ll confirm via WhatsApp)
Can I choose my delivery date or time?
If you have a specific timing in mind, feel free to WhatsApp us at 8939 9335 after placing your order.
If not, we’ll go ahead and arrange delivery within 24 hours for express orders.
Standard courier delivery is handled by Ninjavan and usually arrives within 3 working days.
Do you offer self-collection?
Not at the moment, but we’re working on it! If you need special arrangements, feel free to WhatsApp us.
Where do you deliver?
We deliver islandwide in Singapore — to HDBs, condos, landed homes, and offices. Wherever your pet’s tail is wagging, we’ll find you!
🔁 RETURNS & EXCHANGES
Do you accept returns?
We’re all about keeping things safe for every furkid — so we do not accept returns on opened or used items due to hygiene reasons.
To be eligible for return:
- Items must be unopened, unused, and in original packaging with tags intact
- Sale items and customised items are non-returnable and non-exchangeable
What if my item is defective or damaged?
Oh no! We’re happy to offer an exchange for any defective or damaged product.
✔️ Eligibility for Exchange:
– Item must be unused and in original packaging
– Request must be made within 7 days of receiving your order
– Photo or video proof of the defect must be provided
❌ Non-exchangeable if:
– The item was used, mishandled, or damaged from wear and tear
– Exchange request is made after 7 days
📩 How to request an exchange:
- Email us at returns@chaseatail.com with your order number, photos/videos, and a brief explanation
- Once approved, we’ll share the return instructions
- After we inspect the item, we’ll ship you a replacement
📦 Customers cover return shipping unless the item is confirmed defective.
What if I received the wrong item?
Oops! If we sent you the wrong product, please contact us within 3 days of receiving it. We’ll send the correct item at no additional cost.
Need help?
Feel free to reach out if you’re unsure or have questions about any item.
📧 Email: returns@chaseatail.com
📞 WhatsApp/Call: 8939 9335