FAQs

Shipping

  • Q: How long does shipping take?
    A: Your order will be processed within 5-7 working days. Shipping would generally take 10-20 days after it has been shipped out.
    *Note: Due to current COVID-19 situation, please expect 1-2 weeks in delay of shipping times. Tracking number(s) will be sent to you once your item is shipped out and if you do encounter any problems or issues, please feel free to contact us at support@yuki-pets.com. We apologise for any inconvenience it may cause and please stay safe and healthy!
  • Q: How do I track my orders?
    Your tracking number and instructions on how to track your package will be sent to your email once your order is being shipped out. Do contact us if the email has failed to reach you.
  • Q: Where is my order coming from?
    We are a Singapore-based company with multiple partner warehouses around the globe. The warehouse your order will be shipped from will be based on the fastest shipping option available to your location.

Refunds & Returns

  • Q: Do you do refunds/returns for faulty products?
    A: If your items is faulty, please take a clear photo and contact us via email at support@yuki-pets.com. Once we have verified that your item is faulty, we will either issue a refund or send a replacement product. We do not do returns. For more information, please refer to our Refund Policy page.
  • Q: I did not receive my item, can I opt for a refund?
    A: We do our best to engage postal services that offer the most reliable and fastest shipping times. However, we seek your kind understanding if there are delays beyond our control (e.g. customs clearance time, delivery affected by natural elements, backlog of packages at postal service, etc.). All shipped items comes with a tracking number. We are unable to issue a refund for lost packages. 

Duty/Import Tax

  • Q: Why is CPF Number required for Brazilian addresses?
    A: All international packages shipped to Brazil is required by the Brazilian Customs to have the recipient's CPF Number provided. Packages with no CPF Number given would either be returned or destroyed and the sender would be fined. Customs will use the CPF Number to access the tax and recipients may be subjected to duty payment to be able to collect the package.