Orders & Returns

Please read and agree to the terms before checkout

Returns & Exchange Policy

There will strictly be no returns or refunds for perishable goods once the frozen products have left our facility.

In the event you are dissatisfied with your purchase, please contact us within 3 days upon receiving your order. All replacement and exchange requests will be reviewed on a case-by-case basis. Please note all replacement and exchange will have to be done at our facility. 

For avoidance of doubt, we are unable to replace or exchange due to the following reasons:

1. Your pet does not like the flavour;
2. You were not aware that your pet is allergic to the protein or ingredient in your order prior to ordering;
3. The products do not look or smell aesthetically pleasing to you;
4. The items are not handled according to the instructions on the product labels after delivery or self collection; and
5. The items have been disposed.

In the event that you would like to feedback about the products received, please provide a picture of the following:

1. Batch number and name of product, which is printed on the label of every cube;
2. Picture of the product condition that led to the feedback;
3. Proof of purchase and
4. Date of delivery.

Note that if products were purchased from any of our authorized retailers, please feedback to the retailers you have purchased from directly. 

Please check that you have received the correct goods upon delivery. If incorrect goods are delivered, please notify us immediately upon receiving it. The goods must be unopened and in their original packaging. For frozen goods, it must remain in frozen condition.

PetCubes reserves the right to modify the mechanism of exchange, returns and processing refunds at any time without notice.

Change of Address

For any change of address, please notify us 24 hours before your scheduled delivery. There will be a $6 charge for the change of address after the 24 hours notice. Please note that we are unable to reroute once our logistics partners have left our facility.

In the event of any last minute changes to delivery address after our logistics partners have left our facility, there will be a delivery surcharge. PetCubes will not be able to guarantee the condition of the products upon delivery as it may be delivered out of our usual delivery window.

Order Cancellation

Adhoc Orders

There will be no cancellation or refunds once an order is placed. You may postpone your original delivery date once and up to 30 days from the original scheduled delivery date.

All refund requests relating to unfulfilled or partially fulfilled orders will be subjected to a penalty amounting to 20% of the total order value.

Please note that orders made during any sale period will not be eligible for postponement of delivery.

Subscription Orders

For subscription orders, please inform us at least 5 working days before your scheduled delivery (before your charge date). 

Changing products before delivery

We are unable to amend your order once payment has been made.

Please note that orders made during any sale period will not be eligible for any changes or refunds.

Cancellation of subscription

Cancellation of subscription will only be enabled after the first 3 orders. 

If you have any further questions, please reach out to us via our WhatsApp enquiries line at +65 9632 6855