FAQ
FAQ
Where are you based?
We're a Singapore-based brand and operate as an online direct-to-consumer store at kinandpaw.sg. Everything is designed with Singapore's urban lifestyle and climate in mind.
What does KIN & PAW stand for?
"KIN" means family and connection. "PAW" represents the beloved pets at the heart of our brand. Together, it reflects our belief that pets are family — and everything we make is built around that. Our tagline says it best: Love, Made Smarter
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, Amex), PayNow via our Shopify checkout. All transactions are processed securely.
Can I modify or cancel my order after placing it?
We process orders quickly, so please contact us at enquiry@kinandpaw.sg or WhatsApp us @ +65 8830 8506 as soon as possible. We'll do our best to accommodate changes before your order is dispatched — but we can't guarantee it once it's been packed.
I didn't receive an order confirmation email. What should I do?
Check your spam or junk folder first. If it's not there, email us at enquiry@kinandpaw.sg or WhatsApp us @ +65 8830 8506 with your name and the email address used at checkout and we'll sort it out promptly.
Do you offer discounts or promo codes?
Yes — follow us on Instagram and Facebook (@kinandpawsg) and join our email family for early access to sales, flash deals, and exclusive promo codes.
Do you ship within Singapore only?
Yes — we currently ship within Singapore only. International shipping will be available in future phases. Stay tuned to our socials for updates.
How much is shipping?
Flat-rate shipping of SGD $3.50 applies to all Singapore orders. Orders above SGD $60 qualify for free shipping — automatically applied at checkout.
How long does delivery take?
Orders are delivered within 2–4 working days after dispatch. You'll receive a tracking link via email once your order has been shipped.
How do I track my order?
Once your order is dispatched, you'll receive a tracking link by email. If you haven't received it within 2 working days of placing your order, please check your spam folder or contact us at enquiry@kinandpaw.sg.
My order hasn't arrived. What do I do?
If your order hasn't arrived within 5 working days of dispatch, please reach out to us at enquiry@kinandpaw.sg or WhatsApp us @ +65 8830 8506 with your order number and we'll investigate and resolve it as quickly as possible.
How do I find the right size for my dog?
Measure your dog's chest (widest point, just behind the front legs) and neck (base of the neck) using a soft tape measure, then refer to our size chart. When between sizes, we recommend sizing up for comfort.
How do I know if the harness fits correctly?
A correct fit means you can slide two fingers easily under any strap. The harness should not shift when your dog walks, and there should be no chafing around the armpits or chest. If you're unsure, contact us and we'll help you assess the fit.
My dog has an unusual build — deep chest, very stocky, or very slim. Will it fit?
Our harness is designed with an elastic chest panel and 4-point independent adjustment to accommodate a wide range of body types. For unusual builds — like French Bulldogs with wide barrel chests — we recommend measuring carefully and contacting us if you need guidance before ordering.
How do I clean the harness?
Wipe down with a damp cloth after muddy or wet walks. For a deeper clean, hand wash with mild soap and warm water. Do not machine wash or tumble dry. Air dry in a shaded area away from direct sunlight.
How do I clean the leash?
Wipe the rope body and handles with a damp cloth. The matte black hardware can be wiped dry after wet walks to maintain its finish. Avoid prolonged soaking of the bungee section.
What is your return policy?
Please refer to our full return and exchange policy at kinandpaw.sg. All prices are in SGD. If you received a damaged or incorrect item, contact us immediately at enquiry@kinandpaw.sg and we'll make it right.
Can I exchange for a different size?
We understand sizing can be tricky — especially for a first harness. Contact us at enquiry@kinandpaw.sg with your order number and we'll guide you through the exchange process. Items must be unused and in original packaging.
My item arrived damaged. What do I do?
We're sorry to hear that — every order is checked before it leaves us. Please email enquiry@kinandpaw.sg within 48 hours of receiving your order with your order number and a photo of the damage. We'll resolve it promptly.
How can I contact KIN & PAW?
We'd love to hear from you.
📧 Email: enquiry@kinandpaw.sg
📱 Instagram: @kinandpawsg
📘 Facebook: KIN & PAW
🎵 TikTok: @kinandpawsg
We aim to respond to all enquiries within 1 business day