Frequently Asked Questions
How do I place an order online?
To place an order, simply add the desired items to your cart, proceed to checkout, and follow the payment instructions.
Do I need to create an account to order?
While not mandatory, we highly recommend creating an account. It makes tracking orders, managing preferences, and receiving updates much easier.
Can I change or cancel my order after it’s been placed?
It depends on the order status. Please contact our customer service team as soon as possible via WhatsApp at +65 8839 0042.
Can I place an order via WhatsApp or Instagram DMs?
You may reach out to us via WhatsApp (+65 8839 0042) for assistance. However, placing orders directly through our website is the most secure and recommended method.
What should I do if I ordered the wrong item?
Contact us immediately with your order number. If the order hasn’t been processed, we’ll do our best to make the change.
I forgot my password, what should I do?
Click “Forgot Password” on the login page to receive a reset link. Follow the instructions to create a new password.
Can I update my email or shipping address after placing an order?
Yes, but only if your order hasn’t been processed yet. Contact us quickly via WhatsApp to make the changes.
How do I check my order history?
Log in to your account and navigate to your “Order History” section to view past purchases.
I didn’t receive an account confirmation email.
Check your spam or junk folder. If you still can’t find it, contact us and we’ll resend the confirmation.
Can I create multiple accounts?
We recommend using a single account to keep all your orders and preferences organized.
What delivery options do you offer?
We offer standard shipping and self-collection at our warehouse. You can select your preferred option at checkout.
How do I track my delivery?
Once your order is shipped, a tracking number will be sent via email. You can also track your order by logging into your B2K account.
Do you deliver on weekends and public holidays?
Orders placed during weekends or public holidays will be processed on the next working day. Delivery will follow after processing.
What happens if I miss the delivery?
If you’re unavailable during delivery, our courier will attempt redelivery or contact you for further instructions. Additional fees may apply.
What payment methods do you accept?
We accept Visa, MasterCard, PayNow. All payments are securely processed through our payment gateway.
Is it safe to pay online?
Yes, our site uses SSL encryption and secure payment gateways to ensure your personal and payment information stays protected.
Do you accept cash on delivery?
No, we currently do not offer cash on delivery. All orders must be paid in advance using our accepted payment methods.
Why did my payment fail?
Payment failures may occur due to incorrect card details, insufficient balance, or bank restrictions. Please check and try again or use another method.
Can I get an invoice for my order?
Yes. Invoices are automatically sent to your email after checkout. You can also find them in your account’s “Order History” section.
What is your return policy?
We accept returns within 7 days of delivery for items that are unopened, unused, and in their original condition. Certain exclusions apply.
How do I request a return?
Contact our customer service team via WhatsApp with your order number and reason for return. We’ll guide you through the process.
Can I exchange an item?
Yes, exchanges are possible for eligible items of equal or higher value. Please contact us within 7 days of receiving your order.
What if I received a damaged or wrong item?
We're sorry! Contact us immediately with photos and your order number. We’ll arrange a replacement or refund promptly.
Are there any items that cannot be returned?
Yes, perishable items like food and supplements, or items marked as non-returnable, cannot be returned due to safety and hygiene reasons.
How does the B2K loyalty programme work?
Our loyalty programme rewards you with points every time you shop on our online store. Points can be redeemed for discounts on future purchases.
Do I get any welcome points when I sign up?
Yes! All new sign-ups receive 500 points instantly, which is equivalent to $5 off—redeemable with a minimum purchase of $50.
How do I earn loyalty points?
You earn points automatically when you make purchases through our official online store. The more you spend, the more points you accumulate!
How do I redeem my points?
At checkout, you’ll see your points balance and can choose to redeem them for discounts. Just make sure you meet the minimum order value if using a promo redemption.
Where can I check my points balance?
Log in to your B2K account and head to your dashboard to view your current points balance and rewards history.
Do my points expire?
Points may expire after a period of inactivity (typically 12 months). We recommend using your rewards regularly to enjoy the full benefits!
Can I use my points in physical stores?
Currently, loyalty points are only redeemable through our online store. We may expand redemption options in the future!
Are prices inclusive of GST?
Yes, all prices listed on our website are inclusive of GST unless otherwise stated.
Will I receive a receipt for my order?
Yes, a digital receipt will be sent to your email after successful payment. You can also view and download it from your B2K account.
Why is there a price difference online vs in-store?
Online promotions or exclusive deals may differ from in-store offers. Pricing is determined independently based on channel-specific campaigns.
Can I use discount codes or promo vouchers?
Yes! You can enter valid promo codes during checkout. Only one promo code can be used per order unless otherwise stated.
What should I do if I was charged incorrectly?
If you believe there’s a billing error, contact us immediately with your order number and payment reference. We’ll investigate and resolve it promptly.
Are your products suitable for all breed sizes?
Yes, we offer a wide range of products catering to small, medium, and large breed sizes. Always refer to the product description or consult us if unsure.
How do I know if a product is in stock?
Product availability is updated in real-time on our website. If an item is out of stock, it will be marked clearly or greyed out.
Can I request a specific flavor for a bundle set?
Bundle items are pre-packed and randomized. We're unable to accommodate flavor requests unless explicitly stated in the product description.
Are the items safe for pets with allergies?
Many of our products are hypoallergenic, but we recommend checking the ingredients list and consulting your vet if your pet has sensitivities.