Frequently Asked Questions (FAQ)

What’s so special about Hoopi?

Hoopi is a online store created by cat owners for cat owners, with design and functionality in mind. We bring in items we want our cats to play with, because sharing is caring! 

Order

What is the status of my order?
You will receive an email once your order is confirmed, and after your order is shipped. If no email is received, please email us at hello@byhoopi.com to check.

Can I cancel my order?
Upon order confirmation, all orders will be shipped within 2 working days. If you would like to cancel your order, please email hello@byhoopi.com with your order number to check.

How do I change my order after order confirmation?
Upon order confirmation, all orders will be shipped within 2 working days. If you would like to change your order, please email hello@byhoopi.com with your order number to check.  

Delivery

When will my order be shipped?
Upon order confirmation, your order will be shipped out within 2 working days.

Do you offer fast shipping?
Same-day shipping will be available at a flat-rate of $12.

How can I track my package?
If you have opted for tracked shipping, you can track your package via the tracking number in the email. For normal shipping, there will be no tracking number.

How much is the shipping fee?
Normal shipping (with no tracking number) is free for all purchases in Singapore! Free tracked shipping for orders above $29!

How long is the delivery?
Depending on our courier, delivery can take 2 – 5 working days to reach you. Drop us a note if you don’t receive it after 5 working days!

Can I self-collect my order?
Self-Collection is available strictly in Choa Chu Kang area only. Exact address will be provided after order is confirmed. If you wish to self-collect, please indicate accordingly in check-out page. If you have already checked out, please drop us an email with your Order Number for us to arrange self-collection instead. If your item is already shipped out, you will not be able to change to self-collection method.

What if I am not around to receive the order? / What if I’m not home?
The courier will contact you directly, and the item might be placed at your riser or doorstep.

Do you deliver to other countries?
Unfortunately, we currently don’t deliver to other countries but we are working on this! 

Exchanges/Refunds

My item came damaged. What should I do?
Please email hello@byhoopi.com within 14 days and include a photo of your item, together with your Order Number in order for us to check and process the exchange/refund. 

How do I request an exchange or refund?
Please email hello@byhoopi.com within 14 days with your Order Number, and reason for exchange/refund and we will get back to you accordingly.

My item is damaged after a few days, can I exchange it?
Unfortunately, exchange of items after using it is not acceptable because cats destroy things, that’s what they do. We’ve been through this many times. *pats back* 

Others

Where can I see more of Huli and Pidan?
You can see more of Huli and Pidan on Instagram @twograytails. Come say hi!

Will you be bringing in any new items?
We are working on bringing in new items, so subscribe to our mewling list to get the latest updates! Let us know of anything you might be interested in too and we’ll do our best to bring it in!

If you can’t find the answer to your query, drop us a note with your query and we will get back to you asap! 

Ready to order? Click to shop now.