FAQs

Yes, and it takes about twenty seconds – we text you a code, you type it in, and you are done. No password to invent or forget. It also means your order history, your saved address and your Pawcoins are all waiting for you next time.

You will receive an order confirmation email as soon as your payment goes through. That means we are working on it.

Contact us as soon as you can with your order number – email hello@sgpetshop.com or SMS / WhatsApp 9111 7338. If it has not been packed yet we can usually change it.

Stock shown on the site is live from our warehouse, but a count can occasionally be wrong. If an item is short we will contact you and offer an alternative or a refund for that item – we never substitute a different product without asking you first.

Within 24 hours of your order, anywhere in Singapore – and free on every order from $100. See Delivery.

Anywhere in Singapore. We do not ship overseas.

Standard delivery is $8 per order. Orders of $100 or more are delivered free. Treats Club members get free delivery from $60. See Delivery.

If you have a preferred day or time, add it to the order notes at checkout and we will do our best to arrange it.

Sign in and open My Account, or use the link in your confirmation email. See Track Order.

Email hello@sgpetshop.com straight away with your order number. A missing unit number is the most common reason a delivery fails.

See Payments for the methods available at checkout.

No. The price you see is the price you pay – nothing is added at checkout apart from delivery, if it applies.

Please do not pay again. Email hello@sgpetshop.com with the date and amount and we will trace the payment.

Our way of saying thank you for shopping with us. You collect them on every order and spend them like cash on a later one.

1 Pawcoin for every $1 you spend. Treats Club members earn 3 a dollar instead of 1. 100 Pawcoins are worth $1 off.

You do not have to do anything. Once you have 500 Pawcoins ($5.00 off) they come off your next order automatically. Below that they simply keep building.

What you actually pay – so after any member discount, after any store credit, and after any Pawcoins you spent on that same order. Delivery does not earn Pawcoins.

Sign in and open My Account. It is the first thing on the page.

They last 12 months from your last order. Order anything at all and the clock starts again for your whole balance, so if you keep shopping with us you will never lose any. We will text you about a month before any are due to run out.

The Pawcoins that item earned come off your balance again, in proportion to what was refunded. Anything you had already spent is not chased.

We sell singles, six-packs and cartons. The price per unit is usually lower the larger the pack.

Manufacturers change packaging without notice. The product is the same unless the listing says otherwise; if you are unsure, ask us before opening it.

Yes – we can tell you what is in a food and how it compares with what you feed now. For prescription diets or anything medical, please speak to your vet first.

Often, yes. If a brand we carry makes a variant we have not listed, ask us and we can usually bring it in on our next order.

Email hello@sgpetshop.com within 24 hours of delivery with your order number and a photo, and we will put it right. See Returns.

Not once it is opened – for the safety of other people’s animals we cannot take back opened food. Unopened items can be exchanged; see Exchange.

A portion of the profit from the shop funds our Trap, Neuter and Release (Rehome) programme for Singapore’s community cats and dogs. Read our story.