FAQ

Frequently Asked Questions (FAQ)

1. Are your products really mostly natural and safe? Absolutely. We have a zero-tolerance policy for greenwashing. Every brand we carry goes through our strict "Boss Dog" vetting process. We ensure all ingredients are transparent, lab-tested, and free from harsh chemicals, sulfates, and artificial fragrances. If it isn't safe enough for our own family, it doesn't make it to our store.

2. Are these products safe for puppies, kittens, and senior pets? Yes! Because we strictly source genuinely natural ingredients, our products are gentle enough for pets of all ages especially for sensitive skins. We know firsthand how delicate a junior and senior pet's health can be, which is why our daily care items and healing balms are formulated to soothe and protect without overloading their systems with harsh additives.

3. There's dailycare product for hoomans too? Yes, for Ecococo brand we strongly believe in a safe, toxin-free household for everyone. Many of our selected essentials—from healing skin balms to laundry liquids and floor cleaners—are perfectly safe and nourishing for you and your family use. What is safe for your furkids to walk on, sleep on, and absorb is absolutely safe for you and your family, too!

4. My pet has sensitive, itchy skin. Will your products help? We started this business exactly for this reason. Many of our carefully sourced products are specifically designed for skin and coat recovery. By removing the synthetic chemicals and hidden fillers found in commercial brands, our natural alternatives help soothe redness, reduce itchiness, and promote healthy fur regrowth. (Note: If your pet has a severe medical condition, we always recommend consulting your vet first)

5. Where do you ship, and how long does it take? We currently ship across Malaysia and to Singapore!

• West Malaysia: Takes about 2-4 working days (excluded public holiday and festive season).
• East Malaysia: Takes about 5-7 working days (excluded public holiday and festive season).
• Singapore: Takes about 5-8 working days (excluded public holiday and festive season for both countries). [Shipping rates are calculated at checkout based on the weight of your items.]

6. What is your return policy? Because of the hygiene and safety standards of our skin and daily care products, we generally do not accept returns on opened items. However, if your order arrives damaged or if you receive the wrong item, please reach out to us within 3 days at +6016-881 6515 or biopaw.keeper@gmail.com, and we will make it right!

7. Why do natural ingredients matter for external products like shampoo? They aren't eating it! This is a very common misconception. The skin is actually your pet's largest organ. Just like with us hoomans, what goes on their body can be absorbed into their bloodstream. Prolonged use of synthetic chemicals, artificial fragrances, and harsh preservatives can build up in their system, leading to skin allergies, fur loss, and even internal health issues over time. That is why we believe choosing safe, natural external care is just as important as feeding them a healthy diet.

8. Can I just use my own "human" organic baby shampoo on my dog or cat? We don't recommend it, even if it is organic. Human skin and pet skin are biologically very different. Human skin is more acidic (with a pH around 5.5), while a dog or cat's skin is closer to neutral (pH 6.5 to 7.5). Additionally, your furkid's skin is actually much thinner and more sensitive than yours. Using human products can strip away their skin's natural protective layer (the acid mantle), leaving them vulnerable to bacteria, yeast infections, and severe itching. Our pet lines are specifically pH-balanced for their unique needs.

9. Are the products you carry certified or lab-tested? Yes, they are. Because terms like "natural" and "plant-based" aren't always strictly regulated in the pet industry, we take our sourcing very seriously. We actively seek out brands that back up their ingredients with proper documentation. The brands we carefully select and carry hold various independent lab tests and recognized natural certifications. Depending on the brands, these include organic certifications, antimicrobial lab tests, and local safety registrations (like KKM) where applicable. While each brand's specific certifications vary, our "Boss Dog Standard" means we only stock products we have researched thoroughly and genuinely trust to use on our own pets.

10. Why doesn't my natural pet shampoo foam up with thick bubbles like my old brand?
If a shampoo creates massive amounts of thick, fluffy lather, it usually contains sulfates (like SLS or SLES). These are harsh, synthetic foaming agents that strip the skin of its natural oils, causing dryness and irritation. Because we ban sulfates from our store, our natural shampoos and washes might lather a little differently. Don't worry—they are cleaning your furkid just as effectively, but in a much gentler, safer way!