Delivery & Returns
General Information
Loyal.D sends orders from Singapore via SingPost, Ninjavan or by finding the best courier option from easyship.com for both local and international door-to-door, trackable deliveries.
Fully paid orders placed on a weekday Monday to Thursday will be sent out the same working day. Orders placed after 5 pm Singapore Time on a weekday and if over the weekend will be sent the next business day (excluding public holidays).
Shipping Options & Costs
How do I know my order has been sent to me?
As soon as your order has been dispatched you will receive an email to let you know that it's on its way. Please make sure you save: customerservice@loyald.com to your contacts so that it does not go to your junk folder. In our email confirmation, you will be given a tracking number.
My order has arrived damaged.
We want all our customers to receive our products in the top quality condition we send them to you. If you think there is a fault with an item you have received from us, let us know straight away by emailing us at customerservice@loyald.com We will aim to resolve any issues with a faulty product as quickly as possible, but we need to know as soon as you discover the fault. Please include as many details even a photo of the order and the fault, and we will advise how to proceed.
My order is incorrect.
If you have received an incorrect item please let us know straight away by emailing us at customerservice@loyald.com and we will sort it out for you as quickly as possible.
My order is missing an item.
If you have an item missing this may be due to circumstances beyond our control where we were not able to fully supply all your items due to availability. When this happens we will send you an email notification to let you know that there will be items missing from your order. You will not be charged for items that are not sent. Please check your packing slip - this will show all items that should have been delivered. If what you have received does not match the packing slip, please email us at customerservice@loyald.com so we can resolve this as soon as possible.
What if I'm not at home?
We request all customers to provide us with a contact number, which is given to the courier company. If you have any specific instructions for the courier, please inform us at the time of placing your order and we can help pass on the instructions. The courier companies usually call or message the customer before doing the delivery.
What are the general costs for international deliveries?
We can arrange deliveries globally by finding the most cost-effective and reliable courier after we confirm your full order. Depending upon location, your order should take 3-10 working days to arrive but can sometimes take longer (especially with pandemic protocols in place in certain countries). We will charge you as per courier charge and there is no processing fee at our end.
Please note that if you are placing your order outside of Singapore, you may be subject to customs clearance procedures. Import duty taxes and customs fees may be charged to you by the destination country's authorities, depending upon the laws and regulations of that country. As the recipient, you are liable for all levies charged by the destination country you are shipping to. Payment of these levies may be necessary to release your parcel from customs on arrival.
How long will it take for my order to arrive?
You will receive an email confirmation with the tracking number. Please allow for Singapore delivery: 2-3 working days; for International delivery depending on the location please allow for 3 - 12 working days. In case of any delays please email us at customerservice@loyald.com
Can I change the delivery address or modify my order that I have already submitted?
As long as your order has not been processed, it is possible to change your delivery address and modify your order once your order has been submitted. Please email us as soon as possible after placing your order at customerservice@loyald.com with the new address and we will advise if it is possible.
Can I arrange to collect my order instead of having it couriered?
Yes, if you are in Singapore we can arrange with you for a self-collection pick up of your order from us or one of our stockists. Please email us your order at customerservice@loyald.com to arrange.
What is your exchange and returns policy?
We want to ensure you receive a product you and your pet will love. Goods once sold can not be returned unless due to unforeseen circumstances, such as incorrect size or you received a damaged item. As long as all packaging is intact and the product is in the original state as received we can replace or exchange it. If an exchange is needed in case of incorrect size ordered there will be a delivery fee charge. Please email us at customerservice@loyald.com to arrange.