Help Center

Our treats are made in small batches with only quality human-grade ingredients, with no additives or preservatives. The ingredients used in all products are listed on their respective product page.

CRUNCHY TREATS/BISCUITS

How long do the crunchy treats last?

We do not use any preservatives,salt or sugar to extend the shelf life of our treats, as such the shelf life of the treats is maximum 4 weeks, refrigerated.

SOFT TREATS/SNACKS

How long can I keep the soft treats?

The shelf life of the soft treats is 3 days in the refrigerator or 2 months in the freezer.

How come the shelf life is shorter compared to the crunchy treats?

Our aims for the soft treats are to make treats accessible to senior dogs that might have chewing limitations and also to create fragrant treats that could capture your dog's attention during training. In order to achieve these, we have to introduce a certain amount of moisture into the treats which in turn means a reduction in their shelf life (since we do not add any preservatives). The soft treats are also a great hit with cats!

FREEZE DRIED (FD) TREATS

How long can I keep the FD treats?

The shelf life of the FD treats is 6 months if kept in a cool dry place, away from direct sunlight and heat. Refrigeration is optional but strongly recommended for FD treats.

Always remember to handle FD treats with dry hands and keep them sealed or in airtight containers once opened.

You can rehydrate the FD treats by adding warm water or broth.

ALLERGIES AND DIETARY RESTRICTIONS

My furry pal has special dietary needs, are you able to cater to special orders?

Unfortunately, we only take custom orders for bulk quantities. Feel free to reach out to us at 8028 0151 with your requirements if you have a special bulk request; requests will be considered on a case by case basis.

How do I place an order?.

1.       Add items to cart. Put in special instructions, if any.

2.        Select your shipping preference, or delivery/collection time and date where applicable.

3.        Click ‘Check Out’. At ‘Check Out’, enter your contact details.

4.        Select your preferred payment method.

5.     Confirm your order and make payment.

How long in advance should I place my order?

Place your order at least three (03) days in advance for fresh items. For freeze dried items, pick up can be done as early as the next day (subject to opening hours) for stocked items.

Contact us directly at 8028 0151 if you run into any issues placing your orders. Walk-in purchase is subject to our opening hours; please give us a ring before you swing by to prevent disappointment!

How do I check if my order was successfully placed?

If your order was successfully placed, you will receive an automated confirmation email from us almost instantly. If you don't receive it (and it's not in your spam or promos tab either), please feel free to contact us at 8028 0151 to check.

What are your payment options?

For online orders, we accept credit card payment, Paynow QR or CDC vouchers. For in-store purchases, we accept Paynow, Paylah, CDC vouchers or cash.

Is it safe to pay by credit/debit card?

Your credit/debit card information is always encrypted and we can only see the last four digits of the card number for verification purposes. Please be assured that no sensitive data is stored on our servers and we also choose to only work with PCI-certified payment gateway providers.Please note that we will never ask for your credit card details in an email, text or phone call. If a manual order made by us requires payment via credit/debit card, we will email you a secure shopping cart link to make payment via our payment gateway providers.

What are the delivery options and the fees?

Local Delivery

1. Courier delivery is available at a flat rate of $15 islandwide, or complimentary for orders above $150.

We will deliver right to your doorstep* onyour chosen date between 10am to 6pm. If you require the delivery to be within a certain time period, please contact us at 8028 0151 before you place your order to see if we can accommodate your request.

*Surcharge(s) will be applied for delivery to Sentosa, Tuas, Jurong Island, Jurong Shipyard, Jurong Port and other restricted areas, where applicable. Delivery charges are for one location only, and redelivery fees will apply if there is no one at home to receive the item unless you authorize us to leave it at your gate.

2. Ninjavan delivery is available at $4.80, or complimentary for orders above $80.

Kindly note that you will NOT be able to select a delivery date or time for Ninjavan deliveries, and the driver will leave the item at your doorstep if you're not at home to receive it. We do not recommend Ninjavan deliveries for fragile items (we will indict if an item is fragile on its product page).

Ninjavan deliveries should reach you in 3-10 working days. We process Ninjavan orders every Monday, so orders placed by Sunday, 23:59, will be picked up by Ninjavan on Tuesday/Wednesday, and delivered by Saturday. However, orders placed after the cut-off time will only processed the week after, so it will only reach you the subsequent Saturday.

In the event that you require an order URGENTLY, please consider opting for store pickup (next day collection available), or arranging for a Grab/Lalamove bike courier to pickup the item from our store.

Store Pickup

Drop by our workshop to pick up your items and say hi! We're located at: Blk 802 French Road #01-51, Singapore 200802.

>> How to get there?

Do note that you will be asked to select your collection date and time before checking out.

How do I check the available delivery/pickup dates and times?

To check whether we can deliver your order on a particular date, simply click the 'Add to cart' button for any item that you're interested in purchasing (don't worry, clicking the button would not immediately confirm your order), and you will be directed to the shopping cart page where you can view our available delivery/pickup dates and times (unavailable dates cannot be selected).

My dog barks at strangers and the deliveryman when they appear at the door. What can I do to avoid this?

Simply indicate in the “Special Instructions” text box during checkout to let us know. We will then arrange for a contactless delivery and inform you when the item is delivered to your door. Kindly note that this is only possible for Courier Delivery, NOT Ninjavan delivery.

Where are you located?

We're located at: Blk 802 French Road #01-51, Singapore 200802

Nearest MRT: Lavender, Use Exit B
Nearest Bus Stop Code: 01311
How to get here: https://goo.gl/maps/WcguWnEWpBESfNfo9
Standard HDB parking rates apply.

Where can I park?

There are a number of HDB carparks around our workshop.

If you can’t find your way, please call us at 8028 0151 for assistance.

For Cancellation:

We have a lead time of 3 days for fresh items and orders can be cancelled if we are notified more than 3 working days in advance of your scheduled pickup or delivery time slot. 

For freeze dried items, orders CANNOT be cancelled once they have been shipped out. If you would like to cancel the freeze dried items in your order, reach out to us immediately at 8028 0151 to check if we have packed and passed the item on to Ninjavan and we will let you know if cancellation is still an option.

For both fresh and freeze dried items, we do not issue cash refunds; instead, we will provide the equivalent amount in store credits.

In the event of last-minute cancellations that are made known to us in fewer than 3 working days, we regret that there will be no refund and no store credit as we have already set aside ingredients and resources for your order. Thank you for your understanding.

Please contact us immediately should you like to cancel your order at hello@ingoodthyme.pet, and use [CANCEL ORDER #[your order number] as the subject title.

For Changes:

There will be no charge to bring forward or postpone your order if we are notified more than 3 working days in advance of your original scheduled pickup or delivery time slot.

For freeze dried items scheduled for Ninjavan delivery, orders CANNOT be changed once they have been shipped out. If you would like to make changes to the freeze dried items in your order, reach out to us immediately at 8028 0151 to check if we have packed and passed the item on to Ninjavan and we will let you know if we can still process any changes.

In the event of last-minute changes that are made known to us in fewer than 3 working days' notice, there will be a $10 penalty fee, above the original order amount.

Please contact us immediately should you like to change your order at hello@ingoodthyme.pet, and use [CHANGE ORDER #[your order number] as the subject title.

If in doubt, please drop us an email at hello@ingoodthyme.pet or call/text us at 8028 0151. We’ll get back to you as soon as we can!