FAQ Lists

We provide repacking services for a nominal fee of S$1.00. Repacking is only applicable for dry pet food, excluding freeze dried/air dried/dehydrated food and hay. You may request for this service at the individual product page.

NOTE: Repacking is an opt-in value-added service available to customers at their own discretion. Requesting for repacking services means that you’re agreeable to the following terms and conditions:

1. Repacked products are void of any exchange, refund or return claim.
2. While we maintain high hygiene practices during our repacking process, The Online Pet Store will not be held liable in the event should worms, bugs, or mold is found in repacked food after purchase.

We use high quality, clear thermoplastic (PPE) to repack your pet food. Repacked packagings are double sealed via heat sealing (not vacuumed sealed). While we ensure that minimal air is trapped within the packaging during the sealing process, it is important to note that plastic bags used to repack the food are not 100% guaranteed to be non-permeable by air.

Customers will receive the original packaging alongside your repacked food for expiry date and content reference.

How can I keep my repacked food fresh?
We strongly encourage customers to invest in an airtight container to store your repacked food to ensure freshness! Repacked food should also be stored in cool, dry places away from direct sunlight for optimal shelf life.

We take great pride in the quality and freshness of the products we offer to customers. That is why a predominant part of our products are restocked upon order. You can be assured that with every order, you will only receive the freshest product from the latest shipment available islandwide!

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 available on our web store, please let us know. We will review your request and will decide at our discretion if the product will be added to our web store. You may contact us at 9199 9100 or write to us at [email protected]

If you need an item urgently, we are happy to provide close alternatives to what you are looking for. Feel free to reach out to us should you require any recommendations. Don’t worry, we are happy to provide assistance with no obligations!

It generally takes us 1-2 working days to process and restock your order. You should expect your order at your doorstep within 2-4 working days of order confirmation.

We start processing an order once it is captured in our system and paid for.

Paid orders are processed daily at 9AM between Mondays to Fridays. Orders placed after 9AM will be processed on the next working day. Orders placed after 9AM on Fridays will be processed on the following Monday.

What happens if I have not paid for my order?

We do not process orders that are not paid for. If you have selected iBanking/ATM transfer, PayLah or PayNow as your preferred payment option, kindly proceed with payment within 24 hours. Unpaid orders after 24 hours will be automatically voided.

We will be in touch with you within 1 working day of receiving your order. If by any chance you think we’ve overlooked your order, we’re terribly sorry. You can reach out to us at 9199 9100 and we will expedite your order!

Self-collection is available for customers who require their items urgently and prefer an immediate pickup. Kindly contact us at 9199 9100 so that we can check on your item stock status before you place an order.

How do I place an order for self-collection?

All orders (including self-collect orders) are to be placed via our web store. Simply select your desired items and proceed with checkout. Self-collect orders have to be paid for prior to collection. Unpaid orders will not be processed. Once you’ve placed and paid for your order, we will be in touch shortly to make personal arrangement for such collections.

Why am I charged a delivery fee for my collection orders?

To avoid any abuse of the delivery waiver code, delivery charges will be manually waived off before collection.

If you’ve paid for your order via PayPal, you will receive a delivery charge refund as soon as we’ve confirmed collection details with you.

If you’ve opted to pay for your order via iBanking/ATM transfer, PayLah or PayNow, simply ignore the delivery charges and proceed with the payment shown in your Subtotal amount during checkout.

Yes, you may. We recommend you to do it quick! Orders can be cancelled before the order status changes to “processing”.

Once your order status changes to “processing”, it means that your items are restocked and on the way to our warehouse. Request to cancel an order that has already been processed (ie order status “processing”) are liable to incur a 25% processing fee of the total bill and any delivery charges if the order has been dispatched for delivery.

How do I cancel an order?

To cancel an order, drop us a message at 9199 9100 with the following details; order number, name, and items you’d like to cancel.

Missed out an item during checkout? Simply drop us a text or call at 9199 9100!

Do note that we will not be able to amend orders that have been dispatched for delivery.

We accept:
- PayPal (Mastercard, Visa, American Express)
- iBanking/ATM Transfer to POSB Savings 126-94502-7
- PayLah to 9199 9100
- PayNow to 9199 9100

If you have selected iBanking/ATM transfer, PayLah, or PayNow as your preferred payment method, drop us an SMS/Whatsapp text at 9199 9100 with the following details after payment:

- Order number
- Name
- Payment transaction number

I do not have a PayPal account. Can I still pay by credit card?
You do not need to have a PayPal account to pay via credit/debit card. Simply select the option "Pay with Debit or Credit Card", and you'll be directed to PayPal Guest Checkout page. 

We do not process orders that are not paid for. If you have selected iBanking/ATM transfer, PayLah or PayNow as your preferred payment option, kindly proceed with payment within 24 hours. Unpaid orders after 24 hours will be automatically voided.

The amount reflected during checkout is the final price you pay! You’ll be happy to know that we do not charge GST, and your TOPSaver cash rebate is instantly deducted on your final bill.  

We offer free islandwide delivery with Singapore for orders S$60 and above. For orders below $60, there will be an additional $10 delivery charge per trip.

No additional charges for customers residing in CBD areas :)

We do not deliver to No-go zones listed here.

Our appointed courier delivers Mondays to Fridays, 10AM to 10PM.

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!

Can I specify a delivery date and time?

Why not? Just leave us a note in the comment box during checkout with your 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!

From the point when your order has been dispatched to our appointed courier (you’ll receive an update from us once that happens), you should expect to receive your order by the next working day.

In unforeseen events (ie bad weather condition, vehicle breakdown etc), our appointed courier will be in touch to reschedule for the next earliest delivery slot available.

Like to feedback on our appointed courier’s service?

We love to hear from our customers and find out how we can better serve you! Drop us a text or call at 9199 9100 if you wish to provide feedback of any kind.

You betcha! We will send you a notification once your order has been dispatched to our appointed courier.

Once your order reaches our delivery centre, you will receive a delivery notification sms with a scheduled date and time. Be sure to reply and confirm your delivery to secure the earliest possible slot!

Please be sure to provide complete and accurate personal/delivery information prior to checkout. The Online Pet Store will not be liable for any delays in delivery due to incomplete information provided.

Why not? We understand that majority of pet parents have hectic work schedules and not everyone has proxy to receive the delivery on their behalf. If you prefer to have your order left by the door, simply indicate such request at the comment box during checkout. You’ll receive a photograph of your dropped off order once delivery is completed.

Opting for your order to be left by the door means that you understand and agree to relief The Online Pet Store of all responsibilities once the delivery is completed, and as such, we will not be liable for any damage or lost parcels.

Note:
1. We are strictly unable to leave orders by the door without written permission.
2. We are strictly unable to process any refund, replacement or exchange for defective or missing items.

Unfortunately, our returns and exchange policy only covers manufacturer defects. In a situation where you are less than satisfied with your item, kindly write to us at [email protected] and tell us why. We will try our best to work out a solution!