Frequently Asked Questions 

HOW DO I ACCESS THE REWARDS PROGRAM?

By clicking on the tab in the bottom left corner, the check rewards and credits in the rewards program drop down menu or alternatively you can click here. You should see a popup.

HOW DO I CHECK MY POINTS BALANCE?

Your up-to-date points balance is always displayed at the top of the popup

DOES IT COST ANYTHING TO BEGIN EARNING POINTS?

Absolutely not! Sign up is 100% free, and it will never cost you anything to earn points. Make sure to visit the 'Rewards Program' at the menu to get started.

DO I HAVE TO ENROLL OR REGISTER IN INDIVIDUAL PROMOTIONS?

Once you register for an account, you're all set – we don't require you to register for individual promotions in order to be eligible. Just fulfil the requirements of a promotion, and we'll post the points to your account immediately!

HOW LONG WILL IT TAKE FOR POINTS TO POST TO MY ACCOUNT?

You should receive points in your account instantly once you complete a promotion!

DO MY POINTS EXPIRE?

Nope! Your points will never expire.

DO MY COUPON EXPIRE?

Yes. Once redeemed, your coupon code will expire in 3 months.

WHAT HAPPENS TO MY POINTS IF I MAKE A RETURN?

When you return an item, you lose the associated credit you originally earned by buying the item in the first place.

HOW DO I CONTACT SUPPORT IF I HAVE QUESTIONS ABOUT MY POINTS?

Our team is ready and waiting to answer your questions about our rewards program! Just send us an email and we'll be in touch.

I'M VERY CLOSE TO EARNING A REWARD. CAN I BUY EXTRA POINTS TO GET THERE?

We currently require you to have enough points to redeem any of the awards you see listed on the 'Get Rewards' tab.

WHAT IF I DON'T WANT TO RECEIVE PROMOTIONAL EMAILS?

From time to time, you'll receive program-related emails from us. If you'd prefer to not receive those types of emails anymore, just click the 'Unsubscribe' button when you receive your next email.

* 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 is excluding order processing time of 1-2 working days. 

SINGAPORE 

FREE doorstep delivery for orders above SGD 59 *except frozen food.

FREE next day doorstep delivery for orders above SGD 180.

Small Parcels under 450grams (bandanas, collars, leashes):

- Flat rate $1.80 via SingPost Standard Mail (Non-trackable).

- Flat rate of $4 via SingPost SmartPac, Ninja Van Standard Delivery and Qdelivery.

- Flat rate of $15 for Ninja Van/Qdelivery Next Day delivery. 

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 $180.

*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.  

  - 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.