Refund policy
Thank you for shopping with Toby’s Pawprints! We want you to be completely satisfied with your purchase. If you’re not, we’re here to help.
Returns
We offer a 14-day return policy for orders within Singapore. This means you have 14 days from the date of delivery to request a return.
To be eligible for a return:
- The item must be unused, in its original condition, with tags attached and in the original packaging.
- You must provide a receipt or proof of purchase (online confirmation is fine too).
- The item must not be personalised or custom-made.
To start a return, please email us at tobys.pawprints@gmail.com. Items sent back to us without first contacting us will not be accepted.
Return Shipping Costs
- If the item is incorrect, defective, or damaged: We’ll cover the return shipping cost and provide a return label.
- If you simply change your mind: You’ll need to cover the return shipping cost.
Non-Returnable Items
We do not accept returns on the following:
- Personalized or custom-made items
- Sale or clearance items
- Gift cards
Damaged or Incorrect Items
Please inspect your order upon receipt. If you receive a defective, damaged, or incorrect item, contact us immediately at tobys.pawprints@gmail.com so we can resolve the issue quickly.
Exchanges
If you wish to exchange an item, we recommend placing a new order after your return is accepted and processed, as this is the fastest way to get the item you want.
Refunds
Once we receive and inspect your return, we’ll let you know whether the refund is approved. If approved, the refund will be issued to your original payment method within 10 business days.
Please note that your bank or card provider may take additional time to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at tobys.pawprints@gmail.com.