FAQ Page
Looking for more information? Click on the category tab below to look for some frequently asked questions you may have.
- All
- Delivery
- General
- How To Shop
- My Account
- Payment Methods
- Promotions and Discounts
- Returns and Exchange
- Self Collection and Walk-in Purchase
- Shipping and Delivery
My Account Feature
Introducing My Account feature on our website. This feature allows customers to create a new user account, view recent orders and manage shipping and billing addresses. Create your own account by following these few simple steps.
Step 1: My Account
My Account can be accessed via the main navigation menu on the website or via direct link: http://petfoodcare.com.sg/my-account/. Fill up necessary details. From your account dashboard you can view your recent orders, manage your shipping and billing addresses and edit your password and account details.
Step 2: Orders
Once you login, you will see a list of all the orders you have placed. It’s easy to track the status of an order and details of previous orders.
Step 3: Address Book
The shipping and billing addresses are saved on file and automatically populated when you place an order.
Step 4: Account Details
Here you can update your name, email address and password, or link one social media account to login.
Operating Hours
Monday – Thursday 9am – 500pm | Friday 9am – 4pm.
(Closed on Sundays and Public Holidays)
For any other non-operation days or hours will be updated on our website and via email.
Reward Points are value issued to your account and can be used as payment to offset purchases made at COM.SG. Reward Points can only be used at PETFOODCARE.COM.SG
Every $1 spending will be converted to 1 point, 1 point rewarded = $0.01
E.g. X purchased $100, X will be rewarded with 100 points which is $1
We are located at 38 Woodlands Industrial Park E1, #02-11 Singapore 757700. (Lobby B). If you are driving here, please enter from the 2ndcar park entrance, and turn left.
All our consumables are replenished from the local manufacturers twice a week hence all the consumables are of the latest expiry dates. We are unable to provide you the expiry date, as due to the high volume of orders, expiry dates will be of a newer batch by the time your order is placed.
Yes, signing up an account with us helps speed up the checkout process and allows you to keep track of your orders. You may sign up for an account before shopping or create your account before you check out at the shopping bag page.
To create an account, simply click on ‘Register’ followed by ‘Register An Account’ and fill in your Username & Email. A registration confirmation will be emailed to you, after verifying your email; you can proceed to fill in your particulars.
To login, click on ‘Login’ and enter your username and password.
To reset your password, simply click on ‘Login’ followed by ‘Lost your password’. Enter your username/email address and click on “Reset Password”. You will receive an e-mail with a link to reset your password.
To change your password, sign in to your account and click on “Account Details” from your account overview.
Please sign in to your account and click on ‘My Account’ at the top left hand side bar. Under ‘Account Details’. You will be able to edit/update your particulars. *Unfortunately, usernames cannot be changed.
Please sign in to your account and click on ‘Addresses’ from your account overview. You will be able to edit/update your billing and shipping addresses in your Address Book and save them for your future orders.
By creating an account, you will be able to:
-Checkout faster by saving your addresses in your Address Book
-View your order status and history under My Orders
-Save your favourite items with your Wishlist
-Receive the Latest News on Promotions, New Arrivals and Exclusives deals.
-Receive reward points which can be used to offset your next purchase
To place an order, simply:
• Sign in to your account
• Shop for the items you are interested in
• Add the items to your Shopping Cart
• Proceed to checkout
• Enter your billing and shipping addresses
• Select payment mode
• Review and confirm your order
• Make your payment
• You will receive an email confirmation
After you place your order, you will receive a confirmation email from COM.SG within 15 minutes to inform you that your order has been received. If you do not receive a confirmation email after 15 minutes (please ensure that the email is not sent to your junk folder), this means that we have not received your order and no payment has been received by PETFOODCARE.COM.SG . You are then required to place a new order.
Alternatively, to check if your order has been placed, sign in to your account and click on ‘My Orders’ under ‘My Account’. Please contact us at info@petfoodcare.com.sg for further assistance.
To view on your order information and history, sign in to your account and click on ‘My Orders’ under ‘My Account’. Click on the ‘View’ button that corresponds to your order number.
If you have opted for guest checkout, you may view your order information via the confirmation email sent to you. Please contact us at info@petfoodcare.com.sg for further assistance.
To check on your order status, sign in to your account and click on ‘My Orders’ under ‘My Account’. Your order status is reflected next to your order number. OR once you have received the shipment confirmation email, you may track your shipment with the tracking number indicated via the online tracking system of the designated courier company.
To track your parcel, sign in to your account and click on ‘My Orders’ under ‘My Account’. Click on the ‘View’ button that corresponds to your order number.
If your order has been shipped out, an orange ‘Track’ icon together with your tracking number will be shown.
Kindly click on to the icon to track your parcel.
Once your parcel has been picked up, it will take another 1-2 working days to be delivered.
*Kindly note that it may take up to 24-48 hours for tracking information to be updated on the online tracking system of the designated courier company. If you do not see any updates after 24-48 hours, it means that your order is still processing.
Unfortunately, we are unable to amend an order once it has been placed. This includes changing the size/colour of item(s), removing or adding item(s), changing the billing or shipping addresses, and payment mode or delivery mode.
Yes you may cancel your order. You can login to your account and head to Orders, choose the order that you wish to cancel, and there will be an option for you to do so. However, please take note that only orders that have not been shipped out can be cancelled. If you have already made payment via PayPal for your order, please contact us via email or live chat and do not submit dispute with PayPal as it will trigger a review and that will remove the option of us refunding to you directly.
Kindly capture a screenshot of the page where you experienced the error, or copy the error message and send it to info@petfoodcare.com.sg for further assistance.
Once you are ready to place your order, please mouse over to the shopping cart which can be found on the top right-hand corner of the page and click on ‘Cart’.
Next, scroll down and you will see the subheader ‘Coupon Code’, enter your coupon code and click ‘Apply Coupon’.
A notice of ‘coupon code applied successfully’ will be shown on the top page. Proceed to checkout and the discounted price will be calculated accordingly.
On some occasions, we might introduce special promotions on the website, with a limited time offer or while stocks last basis. We might also issue special promo codes and vouchers which you can use for your future orders. However, we would like to inform you that no price adjustment in any form will be provided for previous orders.
*For bulk purchase of 30~100 qty & above (depending on product), you may email us at info@petfoodcare.com.sg for quotation.
Note that only one promo code can be used per order.
Please check that the promo code is still valid and not out of date, and refer to the Terms & Conditions set out in the Promotions page. If you require further assistance, please contact us at info@petfoodcare.com.sg
Promotions are not exchangeable for cash, voucher or in any other form. Promotions are valid at com.sg only unless otherwise stated. petfoodcare.com.sg reserves the rights to modify or terminate the promotion if, in any way, it becomes technically compromised. All terms and conditions are subjected to change without prior notice. In the event of a dispute, petfoodcare.com.sg decision is final.
We do accept returns within 7 days of purchase. However, please ensure that the item is in its original and unused condition. Customers who wish to return items would have to send them back to us at their own cost and upon receiving the items; we will issue a coupon code of the refund value.
*Do note that all returns must be sent back to us within 5 working days after return authorization given.
We do accept exchange within 7 days of purchase. However, please ensure that the item is in its original and unused condition. Customers who wish to exchange items would have to send them back to us either via registered postage or come down to our office.
*Do note that if customer opts for exchange via registered postage, both postage fees would be bear by customer.
If you’ve received an order containing a damaged, defective, or incorrect item, please contact us at info@petfoodcare.com.sg as soon as possible with your order number and image(s) of the issue – we will try our best to solve the issue.
Local (Singapore) Shipping
The standard delivery timeframe for Singapore orders is within 2 – 7 business days.
*Please note that the expected delivery date/time is at our best approximation and will vary with circumstances such as shipping restrictions, payment authorization, and stock availability.
Delivery and processing fees are calculated based on the weight of your desired product(s). The shipping fee will be calculated once you add the product(s) to cart. PetFoodcare offers free local shipping for purchases over S$150.
Unfortunately, we are unable to redirect orders once your items have been shipped. Therefore, please ensure you provide the correct shipping address.
If the address provided is incorrect, the package will be returned to us by the delivery agent or the unintended recipient. Please check your address carefully when placing a new order. Please also take note of the country in the provided shipping address field (e.g. Austria vs. Australia). To remove an out-dated or incorrect address from your account, please sign in to your account and click on ‘Addresses’, and edit/update your addresses in your Address Book.
We are unable to guarantee a delivery date. Please note that the expected delivery date/time is at our best approximation and will vary with circumstances such as shipping restrictions, payment authorization, online security checks and stock availability.Orders placed and confirmed by 7AM on business days will be processed on the same day, while orders placed and confirmed after 7AM will be processed on the next business day. Business days refer to Mondays to Fridays, which do not include Saturdays, Sundays, and Public Holidays. You will receive your order in 1 – 3 business days after it has been processed.
This is only applicable for express delivery (same day delivery). However there will be an additional charge ranging from S$20-S$35 depending on your shipping location.
*Please contact us directly at info@petfoodcare.com.sg for quotation.
However, there will be an additional charge ranging from S$20-S$35 depending on your shipping location. Please contact us directly at info@petfoodcare.com.sg for quotation.
*Do note that same day delivery also depends on stock availability.
If you did not receive your package after the expected delivery date, kindly track your order to check on the shipment. Alternatively, you may do so by entering the tracking number indicated in the shipment confirmation email into the online tracking system of the designated courier company. If you have opted for guest checkout, you may track your order via the online tracking system of the designated courier company. Please contact us at info@petfoodcare.com.sg for further assistance.
We would like to inform you that due to parcel weight limitations set by our 3rd party courier, we have to split your orders into multiple parcels. Rest assured you will receive the other part of your order within the next few days. You would not need to contact us because the shipper may take a few days apart to ship your full order.
If you do not receive all by 7 business days, do contact us via info@petfoodcare.com.sg and we will help you.
Most of our delivery agents make two attempts to deliver a parcel and they may require a signature upon delivery of parcel. It is generally up to the delivery agent’s discretion to determine whether a signature is required. The delivery agents will attempt to contact the recipient at the given contact number to rearrange a delivery. If the recipient failed to receive the package after the delivery agent’s delivery attempts, the package will be returned to us.
For delivery in Singapore, the local sales tax (GST of 7%) is automatically applied to your order in accordance with Singapore tax regulations. You are not required to pay for any additional costs. There will not be hidden costs billed upon delivery.
We ship worldwide including Europe, USA, Asia and Australia. Please kindly purchase directly from our website petfoodcare.com.sg and input your country upon checkout to determine your shipping fee. If there are no shipping methods available for you address, please contact us via live chat or email us at info@petfoodcare.com.sg for us to quote you the shipping fee directly.
Please contact us directly at info@seniorcare.com.sg.
International shipping usually takes 3-4 working weeks. However, this also depends on your country’s custom regulations. Do note that liquid and powder products may take longer than the stipulated 3-4 working weeks due to the regulations regarding such products.
Any import duties and taxes are charged once the parcel has reached the destination country and these charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges as customs policies vary by country. If you have any questions related to customs charges you are advised to contact your local customs.
By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees. If you refuse a shipment from our courier, you are responsible for the original shipping charges, any import fees that are incurred on the package, and the cost of returning the package to our courier. This amount will be deducted from your merchandise refund. In the instance, the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.
All prices listed on our site are in SGD, and charged in SGD. The bank that has issued your card determines the exact exchange rate that you will pay, but in general it will match very closely with the going exchange rates. To get an estimate of approximately what the exchange rate currently is, please use Google converter.
Please always give us a call to check on stock availability before coming down. We do not wish for you to make a wasted trip. Once we’ve confirmed the stock availability, please pick up your item within 24hrs. You can pick up your goods from 10am to 5pm on working days.
Do note that we have no showroom. There will be no viewing of products. However, you may come down to purchase it if you already have a product in mind. Upon arrival, please let us know what you would like to purchase. Unfortunately, we only accept cash so come prepared. Also, always call us to check on stock availability to avoid a wasted trip.
We accept payment via Bank Transfer, MasterCard, Visa, and Paypal.
PetFoodCare does not store any customer’s credit/debit card information. When you pay by credit/debit card, all credit/debit card information is directly transacted in a secure fashion to CyberSource or PayPal, our payment gateway providers.
3-D Secure is an XML-based protocol used as an added layer of security for online credit and debit card transactions. It was developed by Visa to improve the security of Internet payments and offered to customers as the Verified by Visa Services based on the protocol have also been adopted by MasterCard, under the name MasterCard Secure Code. 3-D Secure adds another authentication step for online payments. 3-D Secure should not be confused with the Card Security Code (commonly known as CVV) which is a short numeric code that is printed at the back of the credit card.
CyberSource, a wholly owned subsidiary of Visa Inc., is the only integrated payment management platform built on secure Visa infrastructure and is one of the leading providers for internet and mobile payment services. CyberSource provides its services to banks, corporate and e-Businesses in the worldwide market. For credit card payment, you will be linked to CyberSource’s website which is a secure website where all credit card information will be stored on their end.
PayPal offers faster, safer and easier checkouts, and protects customers from revealing their credit card and other financial information. You may sign up for a PayPal account via paypal.com.
Kindly try again and ensure that you have entered the correct information such as log-in details, card number, expiry date, etc. If the problem persists, you may contact your issuing bank or try an alternative payment mode. If you require further assistance, please contact us info@petfoodcare.com.sg
We need to make sure you are receiving our emails, or you may miss out on receipt, recover password, transactional and promotional emails from us.
To ensure you are receiving our emails:
- check your spam folder, and if you find our emails in the folder, mark the email as “Not spam”
- if you are using Gmail, check your Promotions Tab, move the email to the Primary Tab and do this for all future conversations
You want to add info@petfoodcare.com.sg to your email contact as well to increase the deliverability.
