Frequently Asked Questions



Products

1. Why do you not carry the brand that I usually use?

We have just launched recently and will be bringing in additional brands every couple of weeks! If you do not see something that you like, please let us know by emailing us at happy@kibbles.sg and revisit us again in 1 or 2 weeks, your desired brand/product should be available by then!

2. What is the expiry date of your products?

Each product has different expiry dates, depending on the ingredients used and how they are processed. Our products typically have expiry date of at least 1 year and not be less than 3 months.

3. My pet has a medical condition, can you advice what food I should feed him/her?

We will be hiring a reputable and experienced vet or a vet nutritionist in the next few months. Let us know what the medical condition is, and we will get back you soon!



Animal Welfare

1. Why do you donate 5% of your revenue to animal welfare causes?

Kibbles is founded with two goals. The first goal is to be commercially competitive and to provide services and products that surpass our customers’ expectations and to delight them. The second goal is to channel our proceeds to animal welfare causes. Kibbles believes in making all dogs and cats happy, even those without a family.

2. Why do you donate a % of your revenues and not profits?

Transparency is very important to us, and we believe that donating a % of revenue is the most transparent approach. For example, for every $100 that you spend with us, we donate $5 to animal welfare causes – In this way, you do not have to guess the impact of your spending.

3. How do we know if you really make the donations?

Accountability is very important to us. As such, Kibbles has engaged Audit Alliance, one of Singapore’s most reputable audit firms, to audit our accounts. We will make the audit findings available to the public.

4. Which animal welfare organizations do you support?

We are currently supporting Metta Cats & Dogs Sanctuary and are in talks with several others, which we would announce very soon.



Shipping

1. What is the status of my order?

To check the status of your order, log into your email that you used when you placed your order. Here’s what you will see:

Email title “Order #KBXXXX confirmed”: This means we’re currently processing and packing the goodies for your pet.

Email title “A shipment from order #KB2227 is on the way”: This means that your order has left our warehouse and we will be delivering to you within 2 working days.

2. How do I cancel or change my order?

If you need help canceling your order, please send us a message with your order number. We will resolve it as quickly as possible so that your experience is simple and worry-free. If we have already processed your order, we may not be able to cancel it. In that case, we will issue you a refund. We also accept returns within 90 days of purchase.

3. How long does it take to get my order?

Most customers can expect to receive their food and supplies within 2 working days. 

Work-life balance is a key priority for Kibbles! We do not (try not to) work on weekends and public holidays. Therefore, orders received on those days would be considered to have been received on the next working day. E.g. If you place an order on Sunday, it would be considered to have been placed on Monday and therefore, our delivery would be 2 working days later, by Wednesday.

We hope for your kind understanding to make this a sustainable business for you and for our staff! 

4. I need my items urgently, can you help me?

Kibbles also offers a expedited delivery service, which your parcels will be delivered within 24 working hours (excluding weekends & holidays), for an additional charge of $18.99 (Applicable to Singapore). To select this service, simply click on the drop down button on the Delivery section, at the payment page (after checkout page).

5. How much is shipping?

Singapore: Orders over $39 ship free! All other orders ship for a flat rate of $3.99.

Indonesia: Orders over IDR 2,200,000 ship free! All other orders ship for a flat rate of IDR 220,000.

6. Who will be delivering my order?

We ship via a 3rd party logistic provider and other premium carriers to provide you with the fastest and most reliable service available.

7. Do I need to be there to sign for it? What is I am not at home?

Nope! If you're not home, the driver will leave your package at the door and send you a photo on whatsapp

8. Do you ship to P.O. boxes, APO/FPO addresses, or international addresses?

We currently only ship to Singapore and Batam

9. What happens if my package is damaged or lost during shipment?

We will send a replacement to you if your package is damaged or lost during shipment. Please contact us at happy@kibbles.sg with the details.

10. What happens if the product that I have ordered is out of stock?

99% of our customer receive exactly what they have ordered. If the product you have ordered is mysteriously out-of-stock, we will contact you to offer other options or a full refund.

11. Can I indicate the time that I would like my parcel to be delivered?

We would like to keep delivery cost low for all our customers and in order to meet our commitment to deliver within 2 working days, we cannot deliver the parcel to you within a specific time. But rest assured that the parcel would be delivered at convenient time slots.

 

Payments

1. How do I make a purchase?

Search for the items you would like to order. Use the search bar at the top of the page to search for products. Or, click “Cats” or “Dogs” to browse different categories. Click on a product to see more details. To add the product to your cart, click on the blue button that says “Add to Cart.”

After you add something to your cart, you can keep shopping or check out. To check out, click on the blue button that says “Checkout.” While you’re shopping, you can always click the cart in the upper right corner of your screen to view your shopping cart or proceed to checkout.

On the checkout page, add or select your shipping address. Currently, we only ship within Singapore. Next, add your select your payment method. Before you place your order, review the items in your cart. Any discounts or promotions will be reflected in your Order Total. When you’re ready, click the blue button that says “Pay now.” After this, we’ll send you an email confirming your order.

2. When will my payment method be charged?

Your payment method will be charged automatically on the date the order is shipped. As soon as you place your order, you may see a pending charge for the total amount of the order. The pending charge will disappear 24 to 48 hours after your order ships. There's no need to call or update anything online.

3. Why is my card not being accepted?

If you’re having trouble with your credit card, make sure the billing address matches the address on file with your credit card and/or bank. Enter the name and credit card number exactly the way you see it on the card. Before you place your order, add the CVV, a 3-digit code found on the back of your card.

4. What information do I need to check out?

Our checkout is easy, fast, and secure. Enter your shipping address and payment method, then place your order!

5. What forms of payment do you accept?

We accept Visa, MasterCard, American Express, Discover, Apple Pay, PayPal, GrabPay and cryptocurrencies such as Ethereum, Bitcoin, Dogecoin, USDC, Bitcoin Cash etc.

6. Why do you accept cryptocurrencies?

Kibbles is a firm believer of blockchain, cryptocurrencies and decentralized finance. When you pay using cryptocurrencies, it reduces the transaction costs that we must pay to credit card companies, which could be as high as 4.0%; we can then pass on these cost savings to consumers like yourself.

In addition, cryptocurrency is considered more secure than credit and debit card payments. Cryptocurrencies do not need third-party verification. When you pay with cryptocurrency, your data is not stored in a centralized hub where data breaches commonly occur. Rather, your information is stored in your crypto wallet. Plus, the blockchain general ledger is used to verify and record every transaction, making it very difficult, if not impossible, to steal your identity.

To set up your own crypto wallets, please visit: https://www.coinbase.com/learn/tips-and-tutorials/how-to-set-up-a-crypto-wallet



Returns

1. How do I request a return or replacement?

Our return policy is simple and worry-free: If you're not 100% unconditionally satisfied with your pet supplies, you can return them (unused) within 30 days of purchase. If you would like to request a return or replacement, please send us a message with your order number.

2. What is the status of my refund?

Depending on your banking institution, your refund will be credited back to your original payment method(s) in 3 to 5 business days.



Autoship

1. What is Autoship?

Autoship lets you schedule regular deliveries of your pet supplies, so you never run out of pet food or other essentials like potty pads, cat litter and treats ever again.

2. What are the benefits of Autoship?

With Autoship, you would not have to place repeat orders for items that your pets consume on a regular basis; we will ship the products to you based on your desired frequency, whether it is fortnightly, monthly, once every 2 months or once every 3 months.

In addition, you get a discount of 20% (max of $50) for your first subscription (new customers only) and then 5% for all future Autoship orders.

Our Autoship members also have exclusive access to Kibbles Ask-a-PetExpert service for only $3.99!

3. How do I set up an Autoship so I can receive a recurring delivery?

Click on the item that you’d like to purchase, and under “Purchase Options” select “Use Autoship” and then choose the delivery frequency that you’d like.

Finally click the blue button “Add to Cart” and then proceed to checkout. The Autoship discounts are automatically applied during payment.

4. Is there a membership fee?

There's no membership fee. The minimum subscription period is 2 deliveries. You can cancel at any time after that.

5. How do I make any changes to my Autoship?

To make any changes to your Autoship, you need to log into your account on Kibbles! by clicking on the human icon on the top right corner of the website. If you do not have an account yet, please create one using the same email that you used to place the order for the Autoship.

Once you have logged into your account, click on Subscriptions, and look for the subscription plan that you would like to change, and click on the purple button See more details.

Alternatively, you can also manage your Autoship subscription by clicking on the link from the email confirmation of your Autoship purchase.

There is a minimum subscription of two deliveries. Changes can only be made after that. 

If there are extenuating circumstances, please contact our customer service to request for the change and we will try to make it happen for you.

6. How do I reschedule or delay my Autoship?

Log into your Kibbles account by visiting step 5, and click on Upcoming

  • To reschedule or delay your next order: Click on Reschedule and change it to your preferred date.
  • To change how often your Autoship arrives: Click on Edit Frequency and change to your preferred frequency.

  • To review your next few upcoming orders: Scheduled

There is a minimum subscription of two deliveries. Changes can only be made after that.

If there are extenuating circumstances, please contact our customer service to request for the change and we will try to make it happen for you.

7. How can I add or remove items in my Autoship?

Log into your Kibbles account by visiting step 5,

  • To increase/decrease the quantity of the item: Click on Edit and amend the quantity accordingly

  • To remove existing product: Click on red bin icon beside the product that you would like to remove

  • To add new product: Click on the text Add Product  and look for the product that you'd like to add. Then in your selected product, click on the purple button Add Product before clicking the next purple button Confirm Add Product

There is a minimum subscription of two deliveries. You can only add or remove items after that.

If there are extenuating circumstances, please contact our customer service to request for the change and we will try to make it happen for you.

8. How do I cancel my Autoship?

Log into your Kibbles account by visiting step 5, then:

Scroll down and click on Cancel Autoship. This will cancel all future shipments of your Autoship order.



Alternatively, you can also manage your Autoship subscription from the email confirmation of your purchase.

There is a minimum subscription of 2 deliveries. This means that cancellations are only allowed after 2 deliveries are fulfilled.

If there are extenuating circumstances, please contact our customer service to request for the change and we will try to make it happen for you.

9. How will I know my Autoship is on its way?

We’ll send you a reminder email 5 days before your next scheduled order. You can change your order before it starts processing. We’ll send you another email when your order ships.

10. How can I change my shipping address and payment method?

Log into your Kibbles account by visiting step 5, then:

For change in shipping address: Click on Edit, beside Product Shipping Info and change your old shipping address to the new one.

For change in payment method: Click on Edit, Payment Details and change your old payment method to the new one.

11. When will my payment method be charged?

Your payment method will be charged automatically on the date your Autoship order is shipped. We prepare your order 48 hours before your next scheduled order date, and you may see a pending charge as soon as we start preparing your order. The pending charge will disappear 24 to 48 hours after your order has shipped. There's no need to call or update anything online.

12. Why has the price of an item in my Autoship order changed?

When your next Autoship delivery is coming up, we’ll send you an email reminder that includes the most up-to-date prices for the items in your order. Prices can fluctuate as we stay competitive with other online retailers.

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