Our FAQ

What are the available modes of payment?

PayNow / PayLah / Bank Transfer
Credit Card via Hitpay

If these are not your preferred payment mode, you may reach out to us. We'll do our best to help.

What are the available delivery options and order process for SG Address?

Singapore Orders (Non-frozen items 2 working days delivery via J&T Express Mon-Sat) :

Non-frozen items could enjoy FREE delivery with orders $38 and above.
Non-frozen items will be delivered via J&T Express within 2 working days.

Please note that our delivery vendor will attempt to reach you at the contact number that you've submitted. If no one is present or uncontactable for further instructions, your package will be left at the riser, door, gate, or security. If other arrangements are preferred, please leave us a remark or contact us before your package is dispatched.

Singapore Orders (Frozen items scheduled delivery via Lalamove Sat-Sun) :

This delivery option is not limited to just frozen items, however, if there are frozen items in the same order, it will be processed based on frozen item delivery.
Frozen items could enjoy FREE scheduled delivery (Sat-Sun) with orders $100 and above.
Orders cut-off time applicable for FREE scheduled delivery (Sat-Sun) is 6pm previous day.
Orders made by Fri 6pm will be delivered on Sat-Sun at your selected date and time slots.
Orders made by Sat 6pm will be delivered on Sun at your selected time slots.
Frozen items will be delivered via Lalamove at a schedule day and time slots. Scheduled days are Sat and Sun between 9-1pm, 1-5pm or 5-9pm time slots.
The 9-1pm, 1-5pm or 5-9pm time frame means the delivery will happen anytime between 9-1pm, 1-5pm or 5-9pm as per your selection upon checkout.

We highly recommend that you choose a date and time slot whereby you can be present to receive the parcel within this time frame.

Should you have difficulties being present, we can arrange for the driver to hang at your gate, however, our cooler packaging can only allow you to collect the package and store in the freezer latest by 2pm, 6pm or 10pm respectively.

Please note for frozen item delivery, our delivery vendor will attempt to reach you at the contact number that you've submitted. If no one is present, uncontactable and no other arrangements has been made prior, your package WILL BE RETURNED and an additional $20 will be charged for the re-arrangement of 2nd delivery. If other arrangements are preferred, please inform us before your package is dispatched.

Singapore Orders (Frozen items next-day delivery via Grab Express Mon-Fri) :

This delivery option is not limited to just frozen items, however, if there are frozen items in the same order, it will be processed based on frozen item delivery.
Frozen items could enjoy NEXT-DAY FREE delivery (Mon-Fri) with orders $134 and above.
Orders cut-off time applicable for NEXT-DAY FREE delivery (Mon-Fri) is 6PM previous day.
Orders made by Sun 6pm will be delivered at your selected date Mon-Fri 4pm-8pm.
Orders made by Thurs 6pm will be delivered on Fri 4pm-8pm.
Frozen items will be delivered via Grab Express the same day anytime between 4pm-8pm, or you may choose another delivery date between Mon to Fri 4pm-8pm time frame.
The 4-8pm time frame means the delivery will happen anytime between 4-8pm.

We highly recommend that you choose a date whereby you can be present to receive the parcel within this time frame.

Do you have self collect options for Singapore orders?

Yes, you may also option for Self Collection.
Self collection is applicable for all items.
Self collection are strictly appointment based only, please call or whatsapp us at +6581176177 to arrange.
Self collection address is at 80 Changi Road #02-48, Centropod @ Changi, S(419715).

I haven't received my parcel and/or i realized i gave the wrong shipping information. What should I do?

We're sorry if you're experiencing this. If you have the order number from your confirmation email, you may contact us and we will be glad to run a check for you.
If it is due to wrong shipping information, the package will be returned to us. You may then either arrange an appointment with us to self collection or redeliver for a fee of $4 with J&T Express.

We strongly recommend you ensure the accuracy of the shipping option, address, and contact information submitted to ensure a pleasant fulfillment experience.

Do you ship internationally?

Malaysia Orders (Non-frozen items via FedEx) :

Non-frozen items to Malaysia could enjoy FREE delivery with orders $188 and above.
Non-frozen items to Malaysia will be delivered via FedEx within 3 working days.

Do note that we are not responsible for any import taxes/duties and other charges, delays, and losses once the package is with our courier partner. Please check with your local authorities for more information on taxes and prohibited/restricted items.

Other International Orders (Non-frozen items via various couriers) :

Non-frozen items to Worldwide will be delivered via various couriers within 15 working days
To know the exact delivery duration, kindly email us your address with postal code and we will get back to you soonest possible.

What should I do if there are missing or defective items in my order?

We’re terribly sorry if you have to go through this. Please reach out to us and we will address it with immediate priority.

What should i do if the item is "Out Of Stock" or labelled under "Pre-order"?

All our products have ready stocks unless it was labelled "OUT OF STOCK" or "PRE-ORDER".
If product happens to be "Out of stock" do feel free to check with us on the re-stock date of the item.
If product is under "Pre-Order", you may still proceed to order, but please note that delivery period for Pre-order items takes at least 14 working days, varies from product to product, kindly check in with us for a more accurate time frame.

Can I cancel or amend an order?

Yes, amendments or cancellations can be made provided it has not being shipped out. Please reach out to us ASAP if you need to make any amends or cancellation.

We always want to make sure your order's is being delivered to you as quickly as possible, so it could be sent for processing as soon as an order is placed, so you will need to contact us ASAP if there's any changes required for your order.

Can I return and refund or exchange my purchase?

Generally, all our products are strictly non-refundable nor exchangeable.
However, in the event you received an incorrect or defective item, or any other valid reason that you can't enjoy your purchase, we will provide a refund or an exchange, based on case by case basis.
All we ask is that when the item is returned, it should meet the following requirements:
- Reach out to us to arrange an appointment to drop off your item at 80 Changi Road #02-48, Centropod @ Changi, S(419715).
- Item returned should be in their original & sealed packaging. Broken seals will not be accepted, unless there's a valid reason, based on case by case basis.
- Send us your order confirmation email for refund verification.
Items not eligible for returns:
- Food related, wearables, beds and carriers due to food safety & hygiene reasons.
- Items that are purchased from promotional pricing from all of our sales channels.
- Customers who had a history of returning more than 3 items.

When we receive the refunded/exchange item, we will review the condition of the item, and reach out to you to confirm and issue a refund/exchange within 7 working days. We regret that customers who decline to respect our policy will be ineligible for exchange, returns and refunds.

Do also note that if we find that a product has been intentionally damaged or tampered with, refunds will not be offered.

Generally, returns are not allowed otherwise, please check your order (e.g. type, size, color, quantity, etc) before checking out. If you need help with any product, please chat with us first!

What makes JOOF Holistic Pet different?

When you shop with us, you are browsing premium products that were individually handpicked by us, pet parent ourselves.
We focus highly on your beloved furkid's holistic wellbeing, therefore we do not recommend products that contain nasties or subpar ingredients or materials that are poorly designed or made.
Each product has gone through our strict approval process and we hope our range of products will help you and your pet to have better quality of life without compromise.

Are our products open for wholesale?

We are the sole distributor for CocoTherapy in Singapore, hence CocoTherapy products are open for wholesale. To wholesale Cocotherapy products, please contact us.
We are the sole distributor for Animal Essentials in Singapore, hence Animal Essentials products are open for wholesale. To wholesale Animal Essentials products, please contact us.

As for the rest of the products, we are very open for affiliation programs, should you be interested for any affiliation collaboration, do reach out to us!