Terms & Conditions

ORDERS & CONFIRMATION

An order is confirmed once you've completed checkout and payment is received via Shopify. You'll receive an order confirmation email within 1 business day. Collection/delivery date cannot be changed after payment unless rescheduling at least 5 working days in advance.

RESCHEDULING & CANCELLATION

Rescheduling: If you request to reschedule at least 3 working days before your original date, there is no charge. Rescheduling with less than 3 working days' notice incurs a $10 fee (subject to availability). We cannot guarantee last-minute rescheduling requests.

Cancellation: Orders cannot be cancelled. You may reschedule instead. If you must cancel, the following applies:

Cancellation 4+ business days before collection/delivery: 50% refund
Cancellation within 4 business days: No refund

If full payment is not received by the due date, your order will be cancelled automatically.

INGREDIENTS, ALLERGIES & HEALTH

We use 100% human-grade ingredients. However, we operate from a home kitchen where all equipment is shared for eggs, milk, nuts, soy, and wheat. Although we follow strict cleaning protocols, cross-contact is possible.

You are solely responsible for determining whether any item is safe for your dog based on their medical history, allergies, and sensitivities. Always introduce new foods gradually and monitor for adverse reactions. Wag & Whisk is not responsible for any health issues arising from consumption.

DESIGNS & ARTWORK

All custom designs are hand-drawn and original. While we aim to match your specifications, exact replication is not guaranteed. Natural colour variations (due to ingredients and lighting) are normal and expected.

Any design that is fully conceptualised and drawn by us remains our intellectual property. You may not reproduce or commission similar designs elsewhere without written permission.

Design changes after confirmation cannot be guaranteed and may incur additional charges. Finalise all design details before payment.

STORAGE & CARE

Items are best consumed within 3 days on the day of receipt. Once collection/delivery is complete, you are responsible for proper storage and handling. We are not responsible for damage caused by:

Improper storage temperature
Placement of items by third parties
Weather conditions or humidity
Third-party courier damage

Follow storage instructions provided on the ingredient card. Frozen items should be thawed overnight in the fridge before serving.

DELIVERY & COLLECTION

Self-collection: Exact address provided upon confirmation. You are responsible for safe transport.

Lalamove delivery: We can arrange delivery on your behalf; you cover the full cost. Delivery is islandwide except Sentosa and Tuas. Delivery timing is confirmed 5 days before your order date. Allow 1 hour buffer for traffic/weather.

We check all items before handover. Damage caused after handover (by courier or in transit) is not our responsibility. We recommend self-collection for fragile cakes and frosted treats.

PAYMENT & REFUNDS

Payment is due in full at checkout. No partial payments or payment plans.

Refunds are not offered for products that meet our quality standards upon collection/delivery. This includes:

Design variations (natural colour shifts, freehand drawing differences)
Flavour/texture preferences (these are subjective)
Items affected by weather or storage conditions after receipt

If an item arrives damaged due to our error, contact us within 10 minutes of receipt with photos. We will assess and offer a replacement or credit.

THIRD-PARTY DELIVERY

If you arrange your own courier, we are not responsible for damage in transit. We will inspect the item before handover and note any pre-existing damage. Once handed to the courier, liability transfers to you.

CONTENT & PHOTOGRAPHY

We respect your privacy. We will not share your name, contact details, or any identifying information without your written consent. You may request that photos of your order not be shared on our social media.

If we do share photos of your order (with consent), those images remain our property for portfolio and marketing use.