General
How do I know which product is right for my pet?
If you’re unsure where to begin, we’re here to help. Our team can recommend the most suitable products based on your pet’s age, breed, size, activity level, dietary preferences and health needs.
Why choose PAWFF over other fresh pet food brands?
At PAWFF, every product is prepared in an AVS-licensed kitchen, made with human-grade ingredients and crafted without artificial chemicals or preservatives. Our gently cooked range is formulated according to FEDIAF nutritional guidelines, and our in-house nutritionist can help tailor diets to suit your pet’s individual needs. We believe that fresh food should be both nutritionally complete and thoughtfully personalised, because no two pets are the same.
How can I contact PAWFF?
You can reach us via WhatsApp, Instagram or email. Whether you need help choosing the right product, have a question about your order or would like nutritional guidance for your pet, our team will be happy to assist you.
Still have a question? Get in touch with us and we’ll be happy to help.
Products & Nutrition
Are PAWFF meals complete and balanced?
Yes. Our gently cooked range is formulated according to FEDIAF nutritional guidelines and is designed to provide complete and balanced nutrition for everyday feeding. We also offer raw feeding options and customised diets for pets with specific dietary needs.
What is the difference between your gently cooked and raw meals?
Our gently cooked meals are lightly cooked to help preserve nutrients while providing a convenient fresh food option. Our raw meals are designed for pet owners who prefer a biologically appropriate raw feeding approach and are prepared using carefully selected ingredients in our AVS-licensed kitchen.
Are your ingredients human-grade?
Yes. We use human-grade ingredients, meaning the ingredients are of a quality suitable for human consumption before they are prepared into pet food. We prioritise fresh meats, nutrient-rich organs and carefully selected ingredients in every recipe.
Do your products contain artificial preservatives or chemicals?
No. PAWFF products are made without artificial chemicals, artificial colours, artificial flavours or artificial preservatives. We focus on real, wholesome ingredients and careful food preparation practices to maintain quality and freshness naturally.
Where are PAWFF products made?
All PAWFF products are prepared in our AVS-licensed kitchen in Singapore, where strict food safety and hygiene standards are followed throughout the production process.
Can I customise my pet’s diet?
Yes. We have an in-house nutritionist who can customize a diet based on your pet’s age, breed, activity level, health conditions, allergies and nutritional requirements. We believe that no two pets are the same, and their diets should be tailored to their individual needs.
How much should I feed my pet?
Feeding amounts vary depending on your pet’s age, weight, activity level and body condition. If you’re unsure where to begin, we’re happy to provide a personalised feeding recommendation.
Can puppies and kittens eat PAWFF meals?
Yes. Our meals can be suitable for growing pets depending on the product selected. If you’re feeding a puppy or kitten, we recommend contacting us for guidance on the most appropriate recipe and feeding amount.
Are PAWFF meals suitable for senior pets?
Yes. Many senior pets benefit from fresh diets that are easier to digest and tailored to their changing nutritional needs. We can help recommend a suitable option based on your pet’s age and overall health condition.
How does the customised diet service work?
Our in-house nutritionist will review your pet’s age, weight, breed, activity level, medical history and dietary preferences before recommending or formulating a suitable meal plan. This service is especially helpful for pets with allergies, sensitivities or specific health concerns.
Can you cater to pets with allergies or medical conditions?
Yes. We can customise recipes for pets with food sensitivities, allergies and certain medical conditions where appropriate. Please contact us before placing your order so we can advise on the most suitable option for your pet.
Feeding & Storage
I’m new to fresh feeding. Can I switch immediately?
We recommend transitioning gradually over 5–7 days by slowly increasing the amount of PAWFF food while reducing your pet’s current food. A gradual transition allows your pet’s digestive system to adjust comfortably and helps minimise the chances of digestive upset.
How should I store PAWFF products?
All PAWFF products should be kept frozen until ready to use. When you’re ready to feed, thaw the required portion in the refrigerator and follow the storage and handling instructions provided on the product packaging.
How long can thawed food be kept?
Once thawed, meals should be kept refrigerated and consumed within 48 hours. Always handle fresh pet food with clean utensils and avoid leaving it at room temperature for extended periods.
Do you offer treats and supplements as well?
Yes. In addition to our fresh meals, we offer a range of dehydrated treats, toppers and other pet nutrition products designed to complement your pet’s diet and support overall wellbeing.
Orders & Payment
How do I place an order?
Orders can be placed directly through our website. Simply add your selected products to your cart, choose your preferred delivery or self collection option and proceed to checkout.
What payment methods do you accept?
We accept PayNow and major credit and debit cards.
Can I amend or cancel my order?
If your order has not yet been prepared or dispatched, we will do our best to accommodate any amendments or cancellations. Please contact us as soon as possible after placing your order.
Can I schedule recurring orders?
Yes. If you feed PAWFF regularly, we can help arrange recurring orders or a regular delivery schedule for added convenience. Contact us to discuss a schedule that works best for you.
What happens if I miss my delivery?
If no one is available to receive your order during the scheduled delivery window, additional delivery charges may apply for redelivery. For frozen products, we strongly recommend ensuring that someone is available to receive the order and transfer it to a freezer promptly.
Can I add items to an existing order?
If your order has not yet been prepared, we will do our best to add additional items to your existing order. Please contact us as soon as possible after placing your order, and we will do our best to accommodate your request.
Delivery & Self Collection
Is there a minimum order for delivery?
Yes. A minimum order of $30 is required for all delivery orders.
To ensure we can prepare your order fresh, à la carte orders must be placed at least 4 days in advance, while meal prep orders must be placed at least 10 days in advance of your preferred delivery or self collection date.
When will I receive my order?
Deliveries are made every Wednesday and Saturday between 10am and 5pm.
To keep our delivery operations efficient, we are unable to accommodate requests for specific delivery times. If you require a delivery outside of our scheduled delivery days or time window, you may arrange your own courier collection from our store.
In the event of heavy rain or severe weather, deliveries may be delayed. If your order is affected, we will notify you as early as possible.
What are the delivery charges?
We offer islandwide delivery across Singapore.
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Non-frozen orders: Free delivery for orders above $90
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Frozen orders: Free delivery for orders above $140
Orders below the free delivery minimum will incur a delivery fee of $4.50 for non-frozen orders and $16 for frozen orders.
I need an urgent delivery!
If you require an urgent delivery, please contact us directly with your order list. Urgent deliveries are subject to product availability and an additional urgent fee of $20 will apply.
Can I do self collection?
Yes. Self collection is available at our store located at Nordcom 2 during our operating hours. We will notify you once your order is ready for collection.
Operating Hours
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Monday to Friday: 12pm – 4pm
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Saturday: 11am – 6pm
Do I need to be home to receive my order?
For frozen orders, we strongly recommend having someone available to receive the delivery so that the products can be transferred to a freezer as soon as possible. This helps ensure that the food remains safe and maintains its quality throughout the delivery process.
Returns & Refunds
There is a mistake with my order. What should I do?
Every order is carefully checked and quality assured before it is packed and dispatched. However, if you receive an item that is missing, incorrect or damaged, please contact us within 24 hours of receiving your order.
You can reach us via:
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WhatsApp: 9647 8786
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Instagram: @pawff.sg
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Email: sales@pawffsg.com
Please include your order number and clear photos of the item received so we can assist you as quickly as possible.
Can I exchange or refund my purchase?
Due to food safety and hygiene regulations, raw products and other perishable items are strictly non-refundable and non-exchangeable once an order has been confirmed.
For other merchandise, we offer free returns or exchanges within 7 days of purchase. Eligible items may be returned for store credit or exchanged for another product.
What items are eligible for return or exchange?
To qualify for a return or exchange, the item must:
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Be returned within 7 days of purchase
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Be in its original packaging
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Have all original tags attached
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Be unused and free from any visible signs of wear or damage
I purchased my item online.
Please contact us via WhatsApp (9647 8786) or email (sales@pawffsg.com) with your order number, a detailed description of the issue and clear photos of the product.
Once your request has been reviewed and approved, exchanges must be completed within 7 working days from the date we contact you. Any delivery charges incurred during the exchange process will be borne by the customer.
We will always do our best to facilitate exchanges and refunds as smoothly and efficiently as possible, and we appreciate your understanding of the policies that help us maintain the quality and safety of our products.
Contact Us
What are your operating hours?
Our store is open during the following hours:
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Monday to Saturday: 11am - 4pm
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Sunday: Closed for walk-ins
How do I get to PAWFF?
We’re conveniently located at 2 Gambas Crescent, Nordcom 2, #02-04, Singapore 757044, approximately 15 minutes from Sembawang MRT and Sun Plaza.
Driving to PAWFF
Enter via Gambas Crescent and turn into Access 2. Drive up the ramp to Level 2, then turn left. You’ll find PAWFF on the left-hand side, with our logo clearly visible.
Parking
Parking is available on Level 1. From there, take Lift Lobby 1 to Level 2, where our store is located.
How can I contact PAWFF?
You can reach us through any of the following channels:
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WhatsApp: 9647 8786
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Instagram: @pawff.sg
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Email: sales@pawffsg.com
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Contact Form: Submit an enquiry through the contact form
Whether you have a question about our products, your order or your pet’s nutritional needs, our team will be happy to assist you.