Arches Pet House

Shipping and Delivery

Countries	Cost	Duration	Services
Singapore	$5	2 - 3 working days  (FREE above SGD $68, *except frozen food)	Doorstep Delivery  (Trackable)
Singapore (Frozen Food)	$10	1 - 3 Working Days	uParcel
	$6	1 - 3 Working Days (For orders above $68)	uParcel
Malaysia	Calculated at checkout	Packet Plus: 6 - 18 days Airmail: 4 - 8 working days Express: 1 - 2 working days	Small parcel:  SingPost Airmail (Registered) / DHL Express
	Calculated at checkout	Standard: 6 - 8 working days Priority: 2 - 4 working days Express: 1 -2 working day	Big parcel: Speedpost Standard/Priority DHL Express
Rest of the world	Calculated at checkout	Refer to table	Small parcel:  DHL / UPS / Aramax / SF Express / SingPost
	Calculated at checkout	Refer to table	Big parcel: Speedpost Standard/Priority DHL Express

 

* Estimated delivery time applies to major cities only. All items may be subjected to customs inspection which may require additional days. Any delay at the destination countries is beyond our control.

* All shipping comes with tracking number (may subject to destination country's postal service provider) unless stated otherwise.

* Price stated is in Singapore Dollars (SGD).

* Transit time excludes order processing time of 1-2 working days. 

SINGAPORE 

FREE doorstep delivery for orders above SGD 68 *except for frozen food.

• Flat rate of $5 via SPX Express for orders below $68
• Self-collection is avialable at our studio. Once your order is ready, you will receive an email notification to schedule for a pick up at your preferred time and date.
• For urgent orders, please chat with us via WhatsApp (located at the bottom right).

Frozen Food

- Flat rate of $10 for 1 - 3 Working days via uParcel.

- Flat rate of $6 for 1 - 3 Woking days via uParcel for orders above SGD 59.

- Free Delivery Above $250.

*Delivery time frame between 6pm - 10 pm for frozen food delivery. 

*Please allow 1 working day for us to process your order. 

*Please note that if you select to send your order without tracking, CreatureLand cannot take responsibility for items lost in the post.

 - ORDER TRACKING -

Track your orders here 

Or simply log in to your account's order history page.

INTERNATIONAL

- SHIPPING COST -

We aim to provide the most affordable rate to everyone all over the world! All shipping cost will be calculated at checkout and is calculated either by actual weight or volumetric weight.

The cost for heavy and bulky items can be really exorbitant. You may use a forwarder or contact us hello@creaturelandstore.com and we can try to work a way for you!  

 - COURIER SERVICES -

 We use DHL eCommerce/Express, UPS worldwide saver, Aramax, SF Express and Speedpost. All shipping methods comes with tracking.

- TRANSIT TIME - 

The transit time for each destination country will be displayed at checkout along with the shipping cost.

For Speedpost Standard and Speedpost Priority, you may refer the list here.

Most of our parcel deliver within the given transit time. However, some delivery may take longer due to customs clearance, festive season, unforeseeable natural disaster and local postal service.   

We appreciate your patience! 

 - TAXES AND IMPORT DUTIES -

Import duties, taxes and charges are not included in the item price or shipping charges. These charges are the buyer's responsibility. Please check with your country's customs office to determine these additional costs.  

Paying Import Duties, Tariffs, and Customs Fees on International Orders

When you purchase an item located in another country, your order may be subject to import duties, tariffs, taxes, and customs processing fees imposed by your local customs authority. These charges are not included in the item price or shipping cost and are your responsibility as the buyer.

At CreatureLand, we closely monitor changes to tariffs and international customs policies to understand how they may affect our buyers. Our goal is to ensure transparency and help you navigate any additional costs associated with international orders.

Important: Please check with your local customs authority regarding the importation of pet food and health supplement products before placing your order. Some countries require permits, have ingredient restrictions, or limit quantities. We are not responsible for shipments that are refused, returned, or destroyed due to import restrictions. If your order is returned to us (“bounced”) due to non-compliance or refusal at customs, you will be liable for any return shipping fees, handling charges, and re-delivery costs.

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When Duties and Taxes Apply
When goods are shipped internationally outside of a single customs union, you will be responsible for any inbound duties and taxes your item might incur as per your local customs authority.

These fees are calculated at the border and are based on:

• The price and nature of the item

• The package weight and dimensions

• The origin country

• The destination country

They may be owed before delivery, at the time of delivery, or at a later date, depending on your country’s customs process.

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What to Expect: Step-by-Step

1. Place Your Order – After checkout, your item will be prepared and shipped to your address.

2. Shipment Arrives at Customs – Customs assesses whether duties, taxes, or fees apply based on the product type, value, size, and origin/destination.

3. Provide Required Information – You may be asked for ID numbers (SSN, EIN, IRN/TIN, EORI). Carriers will contact you for details and payment.

4. Pay Any Duties and Taxes – Payment may be required before delivery, at delivery, or shortly after.

5. Complete Delivery – Once cleared by customs, your carrier delivers the parcel.

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Buyer Responsibilities
You are responsible for paying import duties in a timely manner and for ensuring your order complies with your local import regulations. Failure to comply can lead to return-to-sender, storage fees, or abandonment of goods. If a shipment is returned or discarded, no refund will be issued for the product or shipping costs.

  - ORDER TRACKING - 

Track your orders here 

Or simply log in to your account's order history page.

Can't find what you are looking for?

Visit our FAQ or email us at hello@creaturelandstore.com.

RETURNS

We accept return or exchange requests within 7 days from the date your order is delivered for:

• Defective products
• Size exchanges

To request a return or exchange, please email us at hello@creaturelandstore.com or WhatsApp us at +65 8890 5339 within 7 days of delivery. We will guide you through the return process.

Items must be:

• Unused
• In original untorn packaging
• With tags attached
• In the same condition as received

For hygiene reasons, the following items cannot be returned or exchanged:

Non-returnable items

• Dog clothes that have been worn, tried on, washed, or used
• Items with stains, fur, odour, or signs of wear
• Items without original packaging or tags attached
• Beds, blankets, mats, and other fabric items that have been used
• Grooming items, bowls, toys, or accessories that have been opened or used
• Sales and clearance items
• Items specifically stated as non-returnable or non-exchangeable in the product description, such as the Adidas Collection

For returns approved for reasons other than defective items, refunds will be issued in the form of store credit with no expiration date.

Please note:

• Store credit is strictly non-refundable and cannot be exchanged for cash.
• Exchanges are subject to stock availability at the time of request.
• Customers are responsible for return shipping costs and the parcel until it safely reaches us. We strongly recommend using a traceable and/or insured shipping service.

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DEFECTIVE ITEMS

If your item is defective, please contact us within 7 days of delivery via email or WhatsApp.

Upon review and approval, we will:

• Replace the item with a new one, or

• Exchange it for another item of your choice (subject to availability)

Items damaged due to normal wear and tear are not considered defective.

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EXCHANGES

Exchanges are available for:

• Incorrect items received

• Size exchanges (within 7 days of delivery)

All exchanges depend on stock availability at the time of request.

If you wish to exchange for a different product (not due to defect or incorrect item), we recommend returning the item for store credit and placing a new order separately.

Shipping fees for replacement items and any applicable import duties or taxes will be borne by the customer.

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REFUNDS (STORE CREDIT)

All approved returns will be refunded in the form of store credit with no expiration date (shipping fee will not be applicable for refund).

Store credit will be issued once the returned item has been received and inspected.

Please note:

• Store credit is non-refundable.

• Reward points earned from the original purchase will be adjusted accordingly upon return.