Need help? Here are answers to the questions we receive most often about shopping with Pets Needs.
Orders
How do I place an order?
Browse our products, select the items you want and add them to your cart. When you are ready, proceed to checkout, enter your delivery information and complete payment.
You will receive an order-confirmation email after your order has been successfully placed.
Can I change or cancel my order?
Please contact us as soon as possible. We may be able to change or cancel your order if it has not been packed or dispatched.
Once your order has been dispatched, changes or cancellations may no longer be possible. You may request a return after receiving it, subject to our Return and Refund Policy.
Why did I not receive an order confirmation?
Please check your spam or junk folder and confirm that the email address entered during checkout is correct.
If payment was deducted but you did not receive confirmation, contact us with your name, payment details and approximate order time. Please do not place another order until we have checked the transaction.
Can I purchase without creating an account?
Yes, you may check out as a guest. Creating an account makes it easier to view your order history, save delivery information and manage future purchases.
Payment
What payment methods do you accept?
We currently accept credit/debit cards, PayNow and other supported payment methods displayed during checkout.
Available payment options may vary and will be shown before you complete your purchase.
Is payment on your website secure?
Payments are processed through secure third-party payment providers. Pets Needs does not directly store your complete card details.
Are prices shown in Singapore dollars?
Yes. Unless stated otherwise, all prices displayed on our website are in Singapore dollars.
Will I receive an invoice or receipt?
An electronic order confirmation or receipt will be sent to the email address provided during checkout. If you require another copy, contact us with your order number.
Delivery
Where do you deliver?
We currently deliver to valid addresses within Singapore, excluding restricted locations, if applicable.
Contact us before ordering if you are unsure whether delivery is available to your location.
How much does delivery cost?
Delivery charges are calculated and displayed during checkout before payment.
Standard delivery costs S$5. Free delivery is available for orders of S$150 or more.
How long will delivery take?
Orders are generally processed within 3 business days. Standard delivery usually takes approximately 5 to 7 business days after dispatch.
Delivery times are estimates and may be affected by weekends, public holidays, high order volumes, weather, courier delays or other circumstances outside our control.
How can I track my order?
If tracking is available, you will receive a tracking link or delivery update after your order has been dispatched.
Please allow some time for the courier’s tracking system to update.
What should I do if my order has not arrived?
Check the tracking information and confirm that the delivery address submitted with your order is correct.
If your order has passed the estimated delivery period, contact us with your order number so we can investigate with the courier.
What happens if I enter the wrong delivery address?
Contact us immediately. We will try to update the address if the order has not been dispatched.
If the order has already been dispatched, we may be unable to redirect it. Additional delivery charges may apply if the parcel must be returned and resent.
What happens if nobody is available to receive the delivery?
The courier may attempt redelivery, leave the parcel in an authorised safe location or provide collection instructions.
Pets Needs is not responsible for loss or damage after a customer has instructed the courier to leave a parcel unattended.
Products
Are your products suitable for every pet?
Not every product is suitable for every animal. Always check the product description, ingredients, instructions and recommended animal type before use.
Consider your pet’s age, size, breed, allergies, health conditions and individual needs. If you are uncertain, consult a veterinarian before using the product.
Are your pet-care products safe?
We aim to offer products intended for their stated purpose. Products must be used according to their instructions and only on the appropriate type of animal.
Stop using a product immediately if your pet experiences irritation or an unexpected reaction, and consult a veterinarian where necessary.
Do product colours and packaging always look exactly like the pictures?
We make reasonable efforts to display products accurately. However, colours may appear slightly different depending on your screen, and manufacturers may update packaging without notice.
The product supplied will remain the same or equivalent unless otherwise stated.
What if a product is out of stock?
Products marked as out of stock cannot normally be purchased. You may check the website again later or contact us to ask whether restocking information is available.
Adding a product to your cart does not reserve it until checkout and payment are completed.
How should I store pet-care products?
Follow the storage instructions on the product packaging. Unless stated otherwise, keep products sealed in a cool, dry place away from direct sunlight, children and animals.
Do not use products that are expired, damaged or improperly stored.
Returns and Refunds
Can I return a product if I change my mind?
Eligible unopened and unused products may be returned within 14 calendar days after delivery, subject to our Return and Refund Policy.
The product must be in its original condition with all seals, labels and packaging intact.
Can opened pet-care products be returned?
For hygiene and safety reasons, opened or used shampoos, sprays, balms, grooming products, food, treats and supplements generally cannot be returned because of a change of mind.
This does not affect your rights if the product was defective, damaged, expired or incorrectly supplied.
What should I do if my order arrives damaged or incorrect?
Contact us as soon as possible with:
Your order number;
A description of the issue;
Clear photographs or videos of the product;
A photograph of the parcel and delivery label; and
Any other relevant information.
Please keep the product and its original packaging until we have reviewed your claim.
How long do refunds take?
Approved refunds are generally processed within 7 to 14 business days after the returned product has been received and inspected.
Your bank or payment provider may require additional time before the refund appears in your account.
Can I exchange a product?
Eligible products may be exchanged subject to stock availability and the conditions in our Return and Refund Policy.
If the replacement product has a different price, you may need to pay the difference or receive a refund for the balance.
Promotions
How do I use a promotional code?
Enter your promotional code in the designated field during checkout and apply it before completing payment.
Only one promotional code may be used per order unless otherwise stated. Promotional codes cannot usually be applied after an order has been placed.
Why is my promotional code not working?
The code may have expired, reached its usage limit, require a minimum purchase or apply only to selected products.
Check the promotion’s terms and ensure the code has been entered correctly. Contact us if you believe the code should still be valid.
Account and Privacy
How is my personal information used?
We use personal information to process orders, arrange delivery, provide customer service, prevent fraud and operate our website.
For complete details, please read our Privacy Policy.
How do I update my account information?
Sign in to your account and update the relevant details under your account settings.
Contact us if you cannot access or update your information.
How do I unsubscribe from marketing messages?
Click the unsubscribe link in any promotional email or contact us with your request.
You may continue receiving necessary service messages concerning existing orders, payments or deliveries.
Contact Us
Still need assistance? Contact our customer-service team:
Email: thepetsneedsg@gmail.com
When contacting us about an order, please include your order number so we can assist you more quickly.
