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FAQ

ORDER ENQUIRIES
 
DELIVERY, RETURNS & EXCHANGES
 
LOYALTY REWARDS
 
MISCELLANEOUS
 

 
 
We accept:
  • Cash on delivery
  • Paypal
  • iBanking/ATM Transfer to:
            POSB Savings: 126-94502-7
            

If you have selected iBanking/ATM Transfer as your preferred choice of payment, we will contact you to confirm the order before you proceed to make payment.

 
 
 
After you have selected your items and passed checkout, you will be prompted to select your choice of payment method. Once your order is successfully completed you will receive an automated email confirmation from us. Now sit back and wait for us to be in contact with you regarding your order and delivery status.

All our items reflects an indicative stock status. We restock most items upon order confirmation to ensure customers get the freshest stock available in the market. In an event where one of your items is unavailable, a representative will notify you and provide recommendations according to your needs. 
 
 
 
The Online Pet Store puts your pets’ welfare before our profits. Hence, we refuse to sell products that we believe are not ideal for your pets’ wellbeing as a matter of principle. We risk alienating some pet owners, and voluntarily forfeit a significant chunk of the market share, but with your support, we believe that we will see a change in the future of pet care.
 
So if you can’t find what you usually give your pets, do consider trying some of the alternatives we carry, and be pleasantly surprised by the change you see in your pet!
 
 
Simply drop us a text or call at 91-999-100 if you wish to pick up your order.
 
 
Yes, we can repack pet food into smaller sealed bags at no additional cost. Please state your request in the comment box during checkout.

 
We are on a constant lookout for quality products to offer our customers (and our own pets!). If you are looking for an item that is not on our web store, please let us know. We will bring it in if we are convinced that it is a good product. You may contact us at 91-999-100 or write to enquiry@theonlinepetstore.com.sg
 
 
We may take 2 to 4 days to process and deliver your order. You may drop us a note in the comment box during checkout if you have a preferred delivery date or timing, and we will try our best to meet your preference. However, we seek your understanding if we are unable to fit your preferred time slot into our delivery schedule. We have really tried! 
 
 
We offer free delivery for each order of $60 and above. For orders below $60, there will be an additional $10 delivery charge per trip. For areas within CBD, there will be a $3 ERP surcharge. 
 
International Orders:
We accept orders from overseas with a minimum purchase of S$100. Due to several customs restrictions, we strongly advise our international customers to refrain ordering perishables. Delivery for overseas orders are charged according based on the the postage fee from SingPost and a handling fee of S$3.00. We will calculate the Courier Fee based on the weight of the items that you have selected.  You may wish to refer to Singapore Post Postage Rates for the courier charges. Finally, you can pay us the total bill via PayPal.
 
 
We put in the effort to check our products before they leave our store. We also encourage buyers to inspect the products on-the-spot upon arrival.
 
In the unlikely event of a damaged item, we will exchange or refund the item if it is a manufacturer's fault. You must inform us within 3 days and return it within 7 days from the date you received the product. Product should be returned in it's original packaging and condition. You will need to produce the original sales invoice from The Online Pet Store when returning/exchanging a product. All refunds and xchanges will be done at the discretion of The Online Pet Store.  
 
 
Unfortunately our returns and exchange policy only covers for manufacturer defects. In a situation where you are less than satisfied with your item, kindly write to us at enquiry@theonlinepetstore.com.sg and tell us why. We will try our best to work out a solution!
 
 
You may cancel your order within 12 hours of upon order confirmation. Definition of "confirmation" refers to the moment your order is submitted and captured in our system. To cancel an order, please write to us at enquiry@theonlinepetstore.com.sg with the following details; order number, name, contact, and reason(s) for cancelling. Customers are liable to incur a 25% processing fee of the total bill and any delivery charges if the cancellation is made outside the stipulated time frame.
 
If you wish to amend your order simply drop us a text or call at 91-999-100!
 

Our TOPSaver rebates scheme is all about passing on the real savings with zero hassle. Read more about it here.
 

TOPSaver rebates are given for all regular priced items, excluding sale/promotion/bulk/purchase with purchase priced items and gift vouchers. Unfortunately orders that are made via PayPal do not qualify for any additional rebates.
 

As we try our very best to keep prices competitive, there are certain restrictions and service fees that we are just unable to work around to pass on further savings to you. But hey - there are two other payment options for you to select from!
 

For every  $20 spent in a single reciept, you can purchase the products listed in the Purchase with Purchase page at a special price in the same transaction. Limited to 1 unit for every $20 purchase. While stocks last!
 
 

Gift Vouchers are purchased just like any other item in our store. You can pay for them using the stores standard payment method(s). Once purchased the value of the Gift Voucher will be added to your own personal Gift Voucher Account. If you have funds in your Gift Voucher Account, you will notice that the amount is shown in your My Account page, and there is also a Send Gift Voucher link where you can send the Gift Voucher to someone via email

 

To send a Gift Voucher, you need to login to your account and click on Send Gift Voucher.

When you send a Gift Voucher, you need to specify the following:

  • The name of the person you are sending the Gift Voucher
  • The email address of the person you are sending the Gift Voucher
  • The amount you want to send (Note that you don't have to send the full amount that is in your Gift Voucher Account.)
  • A short message which will appear in the email

Please ensure that you have entered all of the information correctly, although you will be given the opportunity to change this as much as you want before the email is actually sent.

 
 

If you have funds in your Gift Voucher Account, you can use those funds to purchase other items in our store. At the checkout stage, an extra box will appear. Ticking this box will apply those funds in your Gift Voucher Account. Please note you will still have to select another payment method if there is not enough funds in your Gift Voucher Account to cover the cost of your purchase. If you have more funds in your Gift Voucher Account than the total cost of your purchase, the balance will be left in your Gift Voucher Account for future use.

 
 

If you have received a Gift Voucher by email, it will contain details of who sent you the Gift Voucher, along with possibly a short message from them. The Email will also contain a link to redeem the voucher. You will need to Login or Create an Account before you can redeem the Gift Voucher. There are various ways you can redeem the voucher:

  1. By clicking on the link contained within the email for this express purpose. This will take you to the store's Redeem Voucher page. You will be requested to create an account or login, before the Gift Voucher is validated and placed in your Gift Voucher Account ready for you to spend it on whatever you want.
  2. During the checkout process, on the same page where you select a payment method, there will be a check box and button to redeem your Gift Voucher balance against that purchase.
 
 

For any queries regarding the Gift Voucher System, please contact us at admin@theonlinepetstore.com.sg. Please make sure you provide as much information as possible in the email.

 

 

 

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