FAQs

We have compiled a list of common questions that have been asked. If you do not find your question answered here, please drop us an email with your question.

What types of products does Hammy Potter offer?

Hammy Potter specializes in a variety of treats and accessories specifically designed for small pets. Our product range includes homemade treats, low-dust bedding and adorable hideouts, all crafted to enhance the well-being and happiness of your furry companions.

Are your products safe for small pets?

Yes, all our products are made from high-quality, pet-friendly ingredients. We prioritize the health and safety of your pets, ensuring that our treats and accessories meet rigorous standards for quality and safety. Do check the ingredient list to ensure that the product is suitable for your small pet before feeding.

How do I find out the expiry date and country of production for my products?

The expiration date and country source for each product can be located on the product page. Scroll down and locate the expiration date and country source below the product description. Expiration date is not available for non-perishable products.

How should I store my perishable products?

It is always best to store perishable products in the fridge or freezer to maintain the best freshness especially since Singapore is extremely warm and humid. Some products are particularly sensitive to heat and humidity and these will be labelled to indicate that they MUST be stored in the fridge or freezer. Always seal the packet tightly and ensure that the dessicant is left inside. If you wish to transfer out your products, please use an air-tight container and keep the dessicant in the container.

Why do I sometimes find insects in my perishable products?

Many perishable products are grain-based and it is common to have insect eggs attached to grains during harvesting and production. These eggs will hatch when the environment is conducive and lead to the insects that you see such as rice weevils, pantry moths, cigarette beetles etc. These insects are harmless to your pet, however, they will compete with your pet for food and may breed out of control, becoming a nuisance. To prevent this from happening, it is strongly recommended to freeze your grain-based products for at least 7 days (168 hours) to kill off any eggs. Continue to store your products in the fridge or freezer as these insects cannot hatch when the temperature is below 10 deg celcius [Reference: Gawali et. al., 2023. International Journal of Entomology Research, Volume 8, Issue 12, Page No. 61-63].

Can I salvage my perishable products if I find insects in them?

If you spot a low number of these insects in your products promptly, you can store the products in the freezer for at least 7 days to kill off the insects and any eggs. The insects themselves are not harmful to you or your pet but they will compete with your pet for food and may breed out of control. Check that the product is still in good condition before feeding to your pet. There should not be any discoloration, damp spots, change in texture etc. on the product, otherwise, please discard it immediately.

How long does shipping take within Singapore?

Orders within Singapore are typically shipped out within 3 working days. However, please note that delivery times may vary depending on the third-party logistics provider. We recommend checking with the courier service for any updates regarding your shipment.

Does Hammy Potter ship internationally?

This is possible if you are willing to bear the international shipping/freight costs. Do check with your country's import regulations as some countries restrict the import of perishable goods. Hammy Potter is not liable for parcels that are detained/delayed by customs. Please contact us via email to get a quote for the international shipping/freight costs.

What is your return policy?

Hammy Potter has a 7-day return policy for residents in Singapore. To be eligible for a return, items must be unopened, unused, and in their original packaging. Please contact us via email to initiate the return process.

Can I exchange an item?

Exchanges are not directly facilitated. The most efficient way to obtain a different item is to return the original product and, once accepted, make a separate purchase for the new item.

What should I do if my order arrives damaged?

If your order arrives damaged or defective, please contact us immediately with details and photographs of the issue. This will allow us to evaluate the situation and provide a resolution. It is important to retain all packaging materials for potential return purposes.

Do you offer refunds?

Refunds are processed once we have received and inspected the returned item. You will have to bear the cost of the courier return. If approved, refunds will be issued to your original payment method within 10 business days. Please note that processing times may vary depending on your bank or credit card company.

Are there any items that cannot be returned?

Certain items, such as perishable goods and sale items, cannot be returned. If you have questions about a specific product, please reach out to us for clarification.