Pet Encyclopedia Cooling Cushion (Dog/Cat)

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 -

If you wish to return an item, email us at hello@creaturelandstore.com within 3 days from the date order is delivered. We will issue you a Returns Merchandise Authorization (RMA) number and guide you through the return process.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Return that are damaged or soiled may not be accepted and may be returned to the customer.

You will be responsible for paying for your own shipping costs for returning your item and the package until we receive it so please make sure your item is insured and/or able to be traced. 

We do not accept return for food, litters, sanitary goods, gift cards, toys, health and personal care items and sale items.

- EXCHANGES -

Please note you can only exchange for incorrect items received. If you wish to exchange your item for an alternative product, we suggest that you return it for a store credit and purchase the new item separately. 

Exchange is not guaranteed and is subjected to our review of the returned product.

All shipping charges of the replacement item will be cover by you along with any relevant import duty and tax charges will that may apply.

- REFUNDS (if applicable) -

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, a refund store credit will be credited to your account within 3 working days. 

Do note that when you return an item, you lose the reward points you originally earned by buying the item in the first place.

- FAULTY GOODS -

Goods are faulty if they are received damaged or were a manufacturing fault occurs within 48 hours of purchase. Items that are damaged as a result of normal wear and tear are not considered to be faulty.

If you would like to exchange a faulty item instead of obtaining a refund, please be aware that we can only replace it for the same product in the same size, subject to availability. 

- COLORS -

We have made every effort to display as accurately as possible the colors of our products that appear on the Site. We cannot guarantee that your computer monitor's display of any color will be accurate.

- LATE OR MISSING REFUND (if applicable) -

If you haven’t received a refund yet, please check your rewards tab that you will be able to access via the drop page under rewards program or the tab on the bottom left, if still not in again try refreshing the page. But do note that there is often some processing time before a refund is posted, If you’ve done all of this and you still have not received your refund yet, please contact us at hello@creaturelandstore.com.

If you need more help, please contact us at hello@creaturelandstore.com.