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Fatpouches

How To Order | FAQ

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Dear hamster slaves

Thank you for shopping with us. Please consider the following as you place your order.

Our mixes are made in small batches, and some mixes are only made upon order to ensure even distribution of protein in the mix. Because of this, our processing time is 3-5 days after you place your order. But we'll try to get it done ASAP because we know your rats are hungry! Freeze dried treats are usually made upon order but if there are balance stock from the previous batch, your order will be fulfilled sooner. Balance stocks are on a FCFS basis and priority will go to orders placed and paid on the site. We're not always able to count them because sometimes they just sell out so quickly :(

Deliveries will usually take place the next day from courier pickup, so do expect to wait around 3-6 days to receive your order, or 10-15 days for orders with preorders

SINGPOST deliveries will be delivered to your letterbox

QXPRESS/TRACXLOGIS deliveries will be delivered to your doorstep

If you need your order urgently, please add "RUSH MY ORDER" to your order and it will be delivered within 5 hours or the next day

We no longer do self pickups as Cheryl has a full-time job now and is not always at the office, the office hamster is also unable to open the door on its own because it is too short. This might change. We don't know yet

If you have any issues with your order, please reach out to us via email fatpouches@gmail.com or our ig @fatpouches.sg These are the 2 places to get a reply the fastest. Please do not whatsapp or call. Cheryl receives alot of spam and will likely miss your message.

Thank you<3

Shipping & Returns

Local Shipping

We have the following options to be selected via Checkout

  • Normal Postage (Singpost normal mail)
    Normal mail is trackable and will be delivered to your letterbox within 2-3 working days

  • Courier Delivery (Qxpress/own driver) 
    Courier delivery options are delivered 1-2 working days after the courier picks it up. For unforseeable delays due to vehicle breakdown etc, there may be more time required to deliver your package. Please get in touch with us if there are no updates to your tracking number, or if your package has not been delivered within the stipulated timeframe. Kindly note that delivery time is AFTER the courier picks up the package, this excludes the processing time needed for packing

International Shipping 

  • We are happy to ship to your country, please contact us at fatpouches@gmail.com with a screenshot of your cart for the shipping rate
  • Import duties, taxes, and brokerage fees are not included in the product price or shipping cost. These charges are the buyer's responsibility. You are encouraged to check with your country's customs office to determine if there will be additional costs. The buyer is responsible for making sure that the purchased items are in accordance with their country’s import laws, regulations, and restrictions. If the product is seized and destroyed by customs, we will NOT be liable for product or shipping refunds.

    Returns and Cancellations (Only in Singapore)

    • Applicable to products received within 5 working days of your order
    • Products must be brand new as received, unopened and in original packaging
    • Any service or delivery fee for returns are to be borne by the buyer
    • You will be refunded via the same payment method used within 3-5 working days 
    • There will be a 20% restocking fee on returns and cancellations
    • Refund amount will be for products purchased only, unfortunately we are not able to refund the shipping amount.
    • We do not offer returns, exchanges, cancellations on custom made items, treats and sprays (i.e. acrylic tanks and custom cakes.)

      *Our treats contain no preservatives and have a shorter shelf life, hence we do not accept returns as we do not consider them to be in sellable condition anymore
      *Sprays will have seed fallout due to transport and handling, hence will not be considered to be in sellable condition once returned

    Refunds 

    • Applicable to products received within 5 working days of your order
    • Products that qualify for refunds are as follows: Expired or faulty products (due to Fatpouches or shipment only)
    • You will be refunded via the same payment method used, within 3-5 working days. 
    • Refunded amount will be for products purchased only, we are unfortunately unable to refund the shipping amount.

    Exchanges (Only in Singapore)

    • Applicable for defective items received within 5 working days. Excludes tanks and customisable cakes/customisable items which requires customer to sign and confirm product is in good condition upon receiving

    Fragile items

    • The Fatpouches packing team will always wrap fragile items with thick layers of bubble wrap.
    • If the item is damaged or defective upon delivery, kindly retain all packaging and contact us to arrange a return.
    • Defective items without packaging will not be eligible for exchange/refund as proof of protection has to be provided to our courier partner for claims.

    Have a burning question not listed above? 

    Feel free to contact us and our dedicated team will get in touch with you within 48-72 hours. Please email us at fatpouches@gmail.com, or dm us on instagram @fatpouches.sg

    Care Instructions

    Food products - Store in fridge/freezer to prevent spoilage and pantry pests. Freeze dried items should not be repacked and always sealed tightly in the bags provided. Treats can be frozen up to 6 months, however you may need to reheat upon feeding, depending on which product.

    Acrylic tanks and similar products - Do not wash or immerse in water, spray with cleaner and wipe dry immediately. Prolonged soaking will damage and dissolve joints.

    Acrylic wheels - Do not immerse in water, avoid getting the wheel axel wet when cleaning the wheel. Ball bearings are NOT stainless steel and will rust when wet

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    How To Order | FAQ

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    How To Order | FAQ

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    • Free Shipping

      Free courier on Singapore orders above $80. Rates for international delivery will be based on size and weight

    • Delivery info

      We aim to send orders out within 3 working days, as most of the food mixes are packed upon order. There may be some delay during high volume periods. Please contact us if you have any questions