Effective Date: May 26, 2026

Thank you for visiting and shopping at 12Mpet (12mpet.com). The following terms and conditions constitute our Shipping Policy. We strive to deliver your pet supplies safely, efficiently, and as quickly as possible.

1. Shipment Processing Times

All orders are processed within 1 to 3 business days (excluding weekends and public holidays) after receiving your order confirmation email.

  • Cut-off Times: Orders placed after 2:00 PM (SGT) will be processed on the following business day.
  • High Volume Notification: If we experience a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there is a significant delay in the shipment of your order, we will contact you immediately via email (quiatsnw@12mpet.com) or phone (+(65) 88054312).

2. Shipping Rates and Delivery Estimates

Shipping charges for your order will be calculated and displayed clearly at checkout. We offer domestic shipping within Singapore and international shipping to select destinations.

Domestic Shipping (Singapore)

  • Standard Delivery: 2 to 4 business days — $5.00 SGD (Free for orders over $80 SGD).
  • Express Delivery: 1 to 2 business days — $12.00 SGD.

International Shipping

We ship to various international destinations using trusted global courier networks.

  • Standard International: 7 to 15 business days — Rates vary by destination weight.
  • Priority International: 3 to 7 business days — Rates vary by destination weight.

Note: Delivery delays can occasionally occur due to customs processing or unforeseen carrier disruptions.

3. Shipment Confirmation and Order Tracking

You will receive a Shipment Confirmation email once your order has shipped, containing your tracking number(s). The tracking number will become active and trackable within 24 hours of generation. You can monitor your package status directly through our website tracking portal or the courier’s official webpage.

4. Delivery Address and P.O. Boxes

Customers are fully responsible for providing the correct, complete, and accurate delivery address at checkout.

  • No P.O. Boxes: We do not ship to P.O. Boxes, military addresses (APO/FPO), or restricted secured zones due to courier limitations.
  • Address Changes: If you need to change your shipping address, you must contact us within 2 hours of placing your order. Once an order has been handed over to the courier, the address cannot be altered.

5. Customs, Duties, and Taxes

12Mpet is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the sole responsibility of the customer (including tariffs, taxes, VAT, and custom duties).

If a package is returned to us because the customer refused to pay local customs duties or taxes, the original shipping costs and any return fees incurred will be deducted from any final eligible product refund (subject to our Refund and Returns Policy, which requires the physical return of items).

6. Failed Delivery Attempts and Unclaimed Packages

If the courier is unable to deliver the package due to an incorrect address, absence of the recipient, or refusal to accept the delivery:

  • The courier may attempt delivery up to two additional times or leave the package at a designated local pickup point.
  • If the package remains unclaimed and is returned to our Singapore warehouse, the customer will be responsible for the return shipping fee and any redelivery costs.

7. Damages and Lost Packages

12Mpet is liable for items damaged or lost in transit before delivery signature.

  • If you receive your order damaged, please contact our support team at quiatsnw@12mpet.com within 48 hours of delivery.
  • Please save all packaging materials and damaged goods. You must provide clear photos and videos of the damaged packaging and product to initiate a replacement or refund claim.

8. Contact Information

If you have any questions or concerns regarding the shipment of your order, please do not hesitate to contact our logistics management department:

  • Website: 12mpet.com
  • Contact Email: quiatsnw@12mpet.com
  • Warehouse & Office Address: 12M Chancery Hill Rd, Singapore 307400
  • Customer Support Phone: +(65) 88054312