Frequently Asked Questions

We accept payment through Paypal, MasterCard and Visa. If this is not your preferred payment mode, you may reach out to us. We'll do our best to help.

Your discount code might have expired or a technical glitch might have occured. If you are able to confirm the discount code has not expired, please reach out to us - we'll make up for it.

Please take a minute to understand our order-to-delivery process:

1. Order Acceptance: Our cut-off time is at 9am sharp Monday to Friday (except Public Holidays). Orders before 9am will be processed on the same day. Orders after 9am will be processed on the next business day. If your order is urgent, please reach out to us.
2. Dispatch: Orders that are in stock and complete will be dispatched on the same day. Otherwise we will place an order from our suppliers to complete the order. We endeavour to dispatch your order between 1-3 days.
3. Dispatch Notification: You should expect a notification from us on the day when your order is ready to be shipped. If you do not receive the notification between 1-3 days, do reach out to us and we will assist you promptly.

If you'd like to cancel or amend your order, all we ask is that you submit your request to ohai@gooddogpeople.com before 9 AM on a working day. Once past 9 AM, your order would have already been processed or dispatched, which means we would not be able to reverse the order fulfilment or recall the package.

We offer a paid shipping service for same-day and time-specific orders, subject to availability. Please reach out to us if you need to expedite an order.

Technology work on algorithms and no algorithms are fully protected from the risks of being misused. To combat the misuse of promotion codes and redemptions, on top of algorithms we have a fraud team in place to do daily manual checks on every order.

All customers are prohibited from (a) misusing promo codes, i.e. 10FORGOOD by different members in the same household for multiple orders with the same shipping address, email address or contact number; (b) and redeeming multiple gifts by splitting purchases into multiple orders within a month.

We reserve the right to (i) withhold the fulfilment of existing order, (ii) ban fulfilment of future orders (iii) or demand monetary reimbursement equal to the value of all misused codes from past orders. Failure to comply is a civil offence and will result in a police order and legal action being taken. Please be advised that your consent to our terms & conditions have been recorded at the time the order was placed. Attorney fees for the prosecution and collection of the principal due amount will be borne by the defendant.

We're doing our best to support the community. If you enjoy your experience with us, do lend us a hand by avoiding misuse so we can keep the business sustainable and continue serving the community well. 

Our shipping options are designed to be simple and flexible to suit your needs. If you need special arrangements to fit your schedule, let us know and we'll do our best to help.

* Self Collect: Appointment based only
** Plus Shipping: Please confirm with us on availability

Yes, our shipping options are designed to be simple and flexible to suit your needs. Same-day or time-specific deliveries will be fulfilled under our Shipping Plus option (+$15) from Monday to Friday between 10am -10pm. Do confirm with us on the availability to avoid disappointment. 

Yes, of course. You may reach out to us to set up an appointment so that we can have someone available to attend to you. Do make sure you have the proof of purchase and appointment confirmation with you. We are not accepting walk-ins for now.

Our shipping options are designed to be simple and flexible to suit your needs. If you need special arrangements to fit your schedule, let us know and we'll do our best to help.

* Self Collect: Appointment based only
** Plus Shipping: Please confirm with us on availability

Our driver will attempt to reach you at the contact number that you've submitted. If no one is present or contactable for further instructions, your package will be left at the riser, door, gate or security. If other arrangements are preferred, you should leave us a note before your package is dispatched.

The package will be returned to our fulfilment center. You may arrange an appointment with us to pick it up or redeliver for a fee of $7. We strongly recommend you to ensure the accuracy of shipping option, address and contact information submitted to ensure a pleasant fulfillment experience.

We're sorry if you're experiencing this. If you have the order number from your confirmation email, you may drop us an email and we will be glad to run a check for you.

Yes. we do ship internationally. Please reach out to us to confirm shipping cost.

We are working on this right now. Our orders are always shipped between 1-3 working days. If you need to know the status of your order, do reach out to us and we will assist you promptly.

Our policy is simple – if you're not satisfied with your purchase for any reason whatsoever, return it to us! All we ask is that when the item is dropped at our fulfilment center, it should meet the following requirements:

1. Item returned should be in original & sealed packaging. Broken seals will not be accepted
2. Please ensure at least 6 months of shelf life if it's a perishable item
3. Submit the returns form here: goo.gl/3pGq5B to ensure returned item and amount is tracked and refunded accurately
4. Bring along a print out of the order confirmation email to ensure returned item matches the submission of your returns form

Items not eligible for returns:
1. Frozen items due to food safety reasons
2. Item that are purchased as a promotional bundle
3. Items purchased with discount codes, e.g. 10FORGOOD, vouchers, etc
4. Applications by customers who had a history of more than 3 returns

When we receive the item at our fulfilment center, our customer care team will review the condition of the item, and reach out to you to confirm receipt and issue a refund in 14 working days.

We regret that customers who decline to respect our policy will be ineligible for returns or refunds.

When the the return form is submitted here and the item arrives at our fulfilment center, our customer care team will review the condition of the item. We will confirm receipt and issue a refund in 14 working days.

All we ask from you is to reach out to us to arrange an appointment so that you do not make a wasted trip. We are not accepting walk-ins for now.

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

We make a point to inspect our orders at three critical stages of our fulfilment process:

• Stage 1: When receiving the goods at our warehouse
• Stage 2: When your order is being packed and dispatched for delivery
• Stage 3: When your order is picked up and delivered to you

We operate from Monday to Friday, 9am to 6pm excluding Public Holidays. If your order is submitted during operating hours and would like to arrange for weekend deliveries, you may reach out to us to make arrangements.

If your order was submitted during operating hours (Monday to Friday, 9am to 6pm excluding Public Holidays) and would like to arrange for weekend deliveries, you may reach out to us to make arrangements.

Orders made beyond operating hours will not be in time to be processed for weekend and Public Holidays deliveries.

This is an important topic. As pet owners ourselves, there are several reasons why we do not encourage kibbles to be repacked. 

1. The plastic bags used by retailers who offer repacking services are 100% permeable, which defeat the purpose of repacking. This also explains why original packaging is always aluminium foiled and not in transparent plastic.

2. The plastic bags used are also industrial-grade. In other words, they are not safe and hygienic for food storage as they are not cleaned and sterilised.

3. Repacking is usually done in the premises of industrial warehouses by staff who are not trained and certified by AVA to do food handling. We'd never want our food to be handled this way so why would we want to do this to our beloved dogs? This also explains the frequent reports of worm infestation due to increased chances of contamination through repacking.

It's actually painful to see dog owners repack dog food, thinking that it prolongs freshness, which in fact is doing more harm to our beloved dogs than good. An effective solution will be getting a food bin to store kibbles in the original aluminium foiled packaging. If you need recommendations on food bins, do reach out to us and we will be glad to assist you.

You get to earn one point for every dollar spent ($1 = 1 point). By creating a store account with us, it allows you to collect and redeem vouchers up to $25. The steps for redemption is as such:

1. Sign in to your account (at the right top corner of the navigation menu): https://gooddogpeople.com/account/login

2. Click on GDP Rewards (at the right top corner of the blue bar): https://gooddogpeople.com/?loyal

3. A window should pop up and you're able to redeem $1, $5, $10 or $25 vouchers. Do bear in mind that there is a minimum order - do read the T&Cs for more info in the same window.

4. You should receive the coupon code in your registered email which you may use to apply during check out. If you don't receive the email, it might have landed in your spam mail depending on your security settings.