Shipping policy

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Shipping Policy

Last updated: July 3, 2026

This Shipping Policy describes how orders are reviewed, prepared, shipped, and supported after checkout for Keriz customers. Our goal is to keep the shipping and delivery process simple, transparent, and reliable.

We proudly serve customers located in Singapore. Please note that all transactions, shipping fees, and checkout calculations are displayed and processed in United States Dollars (USD).

1. Transit, Handling & Order Cut-Off Time

We process and deliver orders according to the following schedule:

  • Order Cut-Off Time: 2:00 PM (AEST - Australian Eastern Standard Time). Orders placed after this time will begin processing on the next business day.
  • Handling & Processing Time: 1 - 3 business days (Monday - Friday). This includes order verification, product inspection, secure packing, and handing over to our courier network.
  • Transit & Shipping Time: 7 - 13 business days (Monday - Friday) to Singapore addresses.
  • Total Estimated Delivery Time: 8 - 16 business days (Monday - Friday).

*Note: Business Days are counted from Monday through Friday and exclude national public holidays and courier non-service dates. If an order requires address verification, payment risk checks, or security clearance, we may contact you prior to shipment.

2. Shipping Costs & Free Delivery

We are pleased to offer **Free Standard Shipping** on all orders shipped directly to Singapore. No minimum purchase or subscription is required. Standard shipping is provided at a cost of $0.00 USD, and the checkout shipping field will display 0.00 USD for standard delivery.

3. Delivery Area & Address Restrictions

Currently, we only ship to physical residential and commercial addresses within Singapore. We do not support international destinations outside of Singapore, P.O. Boxes, or military addresses (APO/FPO).

Please enter your complete delivery address at checkout, including building/apartment/unit numbers, the correct postal code, and a valid local phone number. If a shipping address cannot be served by our carriers, we will contact you to correct the details or cancel the order with a full refund.

4. Shipping Methods & Trusted Couriers

We partner with leading global logistics and shipping networks—including FedEx, DHL, and UPS—along with local Singaporean delivery couriers to ensure your packages arrive safely and efficiently.

To optimize logistics, a single order containing multiple items may occasionally be split into separate packages if item availability, parcel weight limits, or carrier standards require it. We never charge any additional shipping fees for split shipments.

5. Dog Toy Checking & Packing Notes

Before leaving our fulfillment center, every Keriz dog toy is inspected for size, color, texture, completeness, and structural flexibility. We inspect items such as flying discs for stable rim shapes, chew rings for raised textured nodes, and snuffle mats to ensure all fleece strips, tie straps, and base fabrics are clean and complete.

Your Keriz shipment contains only the items purchased as listed in your order confirmation. Lifestyle imagery on our website showing pets, pet beds, dog treats, training environments, or leashes is for illustrative context only and does not expand the contents of your physical package.

6. Order Tracking & Carrier Issues

Once your package has been handed over to the courier, we will automatically send you a shipping confirmation email containing your tracking number. You can track your package's progress via our order tracking page or directly on the designated carrier's website.

If your tracking information appears delayed, lost, or damaged in transit, please contact us immediately with your order number and any relevant images of the packaging. We will investigate the issue and coordinate a replacement or refund in accordance with our Return & Refund Policy.

7. Contact Information

For any questions regarding shipping timelines, transit tracking, or delivery issues, please reach out to our team:

  • Legal Company Name: BRAND NEW RETAIL PTY LTD
  • Australian Business Number (ABN): 64 620 289 143
  • Australian Company Number (ACN): 620 289 143
  • Store Name: Keriz
  • Support Email: support@keriz.shop
  • Phone: +61480804753
  • Business Address: UNIT 5 196-198 ROWE STREET EASTWOOD, NSW 2122 Australia
  • Support Hours: Monday - Saturday: 9:00 AM - 5:00 PM (AEST)