Order And Returns

Order Information

Thank you for shopping with Pineapple Pets! We are committed to providing you with the best products for your pets. Here are some key points about the ordering process:

• Placing Orders: Orders can be placed directly on our website. Once your order is submitted, you will receive an order confirmation email with all relevant details. If you don’t receive an email within 24 hours, please contact our customer support team.
• Processing Time: Orders are typically processed within 1–3 business days, depending on the product's availability from our suppliers.
• Shipping Time: Delivery times vary based on the location and the supplier’s location. Shipping to Singapore and the US typically takes 5–10 business days.

Returns and Exchanges

We want you to be completely satisfied with your purchase. If for any reason you’re not happy with your items, we offer the following return and exchange policy:

• Eligibility for Returns: Items can be returned within 14 days of receiving the product, provided that the product is in unused and original condition.
• Return Process: Please contact our customer service team at support@pineapplepets.com to initiate a return. We’ll provide you with instructions and a return address.
• Refunds: Once the returned product is received and inspected, we’ll issue a full refund to your original payment method within 7 business days.
• Non-returnable Items: Items that have been used, damaged by the customer, or are custom products (e.g., personalized pet accessories) are not eligible for returns.
• Exchange: If you received a damaged or incorrect item, we will provide an exchange or a full refund, including shipping costs.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 7 days of receipt, and we’ll arrange for a replacement or refund at no additional cost to you.