Delivery, Payment & Other Info
How much does delivery cost?
Orders without frozen item(s):
- SGD$89 & above: Free Delivery
- Below SGD$89: SGD$4.50 or SGD$8 delivery fee, depending on the weight of your order.
Orders with frozen item(s):
- SGD$120 & above: Free Delivery
- Below SGD$120: SGD$12 Delivery Fee
When will I receive my order?
Orders are typically processed in 2 to 3 working days. Processed orders will be delivered within 2 to 6 working days by one of our courier partners. A tracking number will be provided.
If your order contains frozen items, we will get in touch with you to arrange delivery date and time. Please make sure someone is home to receive your frozen delivery. Re-delivery charge of $25 apply for failed deliveries.
Delivery timings for non-frozen items are typically between 9am - 10pm, Monday - Saturday (excluding Public Holidays).
Delivery timings for frozen items are typically between 2-6pm or 7-10pm, Monday, Wednesday - Saturday (excluding Public Holidays). No deliveries on Tuesdays and Sundays.
Do contact us if you have an urgent or special delivery request.
Can I self collect my order?
Yes, you may self collect your orders at the following locations
- Gentle Pet Store @ Somme: 60 Somme Road #01-03, Le Somme, Singapore 207876
- Gentle Pet Store @ Gambas: 7 Gambas Crescent #08-09, Ark @ Gambas, Singapore 757087
during our opening hours. Please wait for our ready-for-pick-up email before collecting your order.
Do you ship overseas?
If you are based outside of Singapore and would like to place an order with us, please email us at hello@gentlepetstore.com.sg. Remember to include a list of items you would like to purchase (quantity, colour, size, etc) and your delivery address. We will get back to you shortly with a quote for shipping.
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Payment Methods
We accept payment by credit card, and bank transfer.
Out of Stock Items
If any item(s) in your order is out of stock, we will notify you via email or Whatsapp. You may make changes to your order or request for a refund of the unavailable item(s).
A refund processing fee may be applicable for certain circumstances.
Order Cancellation
We do not allow cancellations.
Exchanges / Refunds
All items are checked prior to delivery. However, we request that pet parents inspect their items upon delivery.
If you find a defect, please contact us within 24hours after delivery. We regret that no exchanges or refunds will be entertained after the specified duration. Please send us a clear photograph of the defect(s), with detailed description. In the meantime, we request customers to ensure the item is unused, and as much as possible, be in its original packaging. We will get in touch with you shortly to facilitate any exchanges or refunds.
Exchanges must be made within 7 days after we get in touch with you.
Food and perishables are non-exchangeable and refundable.
If you experience any issues with your order, or have other questions, feel free to drop us an e-meow at hello@gentlepetstore.com.sg. E-mails will be replied to as soon as possible.
We reserve the right to refuse to serve any customers.