Frequently Asked Questions

Your order is confirmed as soon as you receive an order-confirmation email from us. This typically arrives within a few minutes of completing checkout. If you don't see it, check your spam/junk folder or contact our support team.

No — you can check out as a guest. However, creating a free account lets you track orders, save your shipping details, and access exclusive member promotions.

If your order hasn't been shipped yet, we can usually make changes or cancel it. Please contact us as soon as possible via our support page or email. Once an order has been dispatched, it can no longer be modified — but you can initiate a return after delivery.

Once your order ships, you'll receive a tracking number via email or SMS. Click the link to view real-time delivery updates. You can also log in to your account and check the "Order History" section for the latest status.

First, check your spam or junk folder. If it's not there, verify that the email address on your account is correct. If you still can't find it, reach out to our support team with your name and order details — we'll resend the confirmation right away.

Yes! We deliver to all residential and commercial addresses across Singapore, including Sentosa and Jurong Island. Certain restricted zones (e.g., military camps) may require alternative arrangements.

Standard delivery within Singapore takes 1–3 business days after dispatch. Orders placed before 2 PM on weekdays are typically dispatched the same day (subject to stock availability). Deliveries are made Monday to Saturday — no Sunday deliveries.

We currently offer standard shipping (1–3 working days). Express or same-day options may be available during promotional periods — check the checkout page for the latest delivery options at the time of your order.

At this time, we don't offer time-slot selection. However, our courier partners will attempt delivery during normal business hours and leave a notification if you're not available. You can usually reschedule via the courier's tracking page.

The courier will leave a missed-delivery notice and typically reattempt delivery the next working day. You may also be able to reschedule or redirect the parcel to a nearby collection point via the courier's tracking portal.

Self-collection is not available at this time. All orders are fulfilled via our delivery partners. If this changes, we'll update our website and notify subscribers.

We accept the following payment methods:

• Visa, Mastercard, and American Express
• PayNow / QR code payment
• GrabPay
• Apple Pay and Google Pay
• Shop Pay and other Shopify-supported wallets
• Bank transfer

Note: Refunds for PayNow, GrabPay, and bank transfer payments are issued as store credit rather than back to the original payment method.

Absolutely. Our store is powered by Shopify, which uses industry-standard SSL encryption and is PCI-DSS Level 1 compliant. Your payment information is processed securely — we never store your full card details on our servers.

We don't currently offer Cash on Delivery. All payments must be completed online at checkout. This helps us process and ship your order faster.

Double-check your card details, billing address, and that you have sufficient funds. Some banks may flag online transactions — try again or contact your bank to authorize the payment. Alternatively, you can try a different payment method.

Yes, all prices on our website are listed in Singapore Dollars (SGD). If you're paying with a card issued outside Singapore, your bank may apply a foreign-currency conversion fee — please check with your card issuer.

Standard shipping is a flat rate of $4.99 per order. Orders over $50 qualify for free shipping. PowerPets Members also enjoy complimentary deliveries as part of their membership benefits — visit our Membership page for details.

We work with trusted local courier partners to ensure reliable delivery. The assigned courier may vary depending on order size and delivery location. Tracking details are provided once your order is dispatched.

If your order hasn't shipped yet, contact us immediately and we'll do our best to update the address. Once dispatched, address changes are no longer possible — but you may be able to redirect the parcel via the courier's tracking portal.

Check with household members or neighbours, and look around your doorstep or letterbox. If you still can't locate the parcel, contact us within 3 days of the delivery status update and we'll investigate with the courier on your behalf.

We accept returns provided the item is unused, unopened, and in its original packaging. Return windows vary by tier:

• Standard customers: 7 days from delivery
• Members: 14 days from delivery
• VIP Members: 30 days from delivery

The following items are not eligible for return: perishable goods (pet food and treats) once opened, clearance/sale items, items damaged by the customer, and custom or personalised products.

Contact our support team via email or the contact form on our website. Provide your order number, the item(s) you'd like to return, and the reason. We'll reply with return instructions within 1 working day.

If the return is due to a defective or incorrectly shipped item, PowerPets covers the return shipping cost in full. For all other returns (e.g., change of mind), a flat $4.99 return shipping fee applies and will be deducted from your refund.

Once we receive and inspect the returned item, refund processing times depend on the method:

• Original payment method (card): 3–5 business days. Allow an additional 3–7 business days for it to appear on your statement depending on your bank.
• Store credit: 1–3 business days — credited directly to your PowerPets wallet.
• Exchanges: 1–3 business days — replacement shipped once we receive the returned item.

Note: Refunds for PayNow, GrabPay, or bank transfer payments will be issued as store credit. Original shipping fees are non-refundable unless the return is due to our error. Partial refunds may be issued for items returned in non-original condition.

Yes, subject to stock availability. Contact us with your order number and the product you'd like to exchange for. If there's a price difference, we'll arrange an additional payment or partial refund accordingly.

We're sorry about that! Please contact us within 3 days of delivery with photos of the damaged or incorrect item and its packaging. We'll arrange a replacement or full refund at no extra cost to you.

Yes. Our store runs on Shopify's secure platform with 256-bit SSL encryption. All transactions are processed through PCI-DSS Level 1 compliant payment gateways, the highest level of security certification available.

We only collect the information necessary to process and deliver your orders. Your data is never sold to third parties. For full details, please refer to our Privacy Policy linked in the footer of our website.

No. Payment processing is handled entirely by our secure payment partners. We never have access to or store your full credit card details on our servers.

You can reach us through any of the following channels:

• WhatsApp: +6587673882
• Email: support@powerpets.sg
• Contact Form: Available on our website under "Contact Us"
• Social Media: DM us on Instagram or Facebook @PowerPets

We aim to respond within 1 working day.

Our support team is available Monday to Friday, 9 AM – 6 PM (SGT), excluding public holidays. Messages received outside these hours will be addressed on the next working day.

Of course! Send us a message with the product name or link and your question. Whether it's about sizing, ingredients, compatibility with your pet, or usage — we're happy to help you find the right fit.

Currently, we only ship within Singapore. We're exploring international shipping options — sign up for our newsletter to be the first to know when we expand to new markets.

Yes! As long as the delivery address is in Singapore, you can place an order from anywhere in the world. Please note that your bank may apply foreign-currency fees if your card isn't denominated in SGD.

Not yet from our Shopify store, but we're working on it. In the meantime, you may find select PowerPets products available on regional marketplace platforms.

Enter your promo code in the "Discount code" field at checkout and click "Apply." The discount will be reflected in your order total before payment. Promo codes cannot be combined unless stated otherwise.

Check the banner on our homepage and follow us on Instagram and Facebook @PowerPets for the latest deals. Subscribers to our email newsletter also receive early access and exclusive discounts.

PowerPets offers three paid membership tiers with exclusive perks:

• Buddy ($88/mo): $88 store credit (grows to $96), 1 free delivery per month, 7-day return policy, 1x PowerPoints per $1, and member-only pricing.
• Pack ($178/mo): $178 store credit (grows to $194), 2 free deliveries per month, 14-day return policy, 1.5x PowerPoints per $1, early access to new arrivals, and $10 pet birthday credit.
• Alpha ($268/mo): $268 store credit (grows to $292), 3 free deliveries per month, 30-day return policy, 2x PowerPoints per $1, early access, $20 pet birthday credit, WhatsApp priority support, and exclusive Alpha-only products.

All tiers include member-only pricing and quarterly milestone rewards. Visit our Membership page for full details.

Our Buddy, Pack, and Alpha tiers serve as our loyalty programme, offering free deliveries, extended return windows, PowerPoints, milestone rewards, and exclusive perks. Check our Membership page for full details and pricing.

Yes, we offer special pricing for bulk and wholesale enquiries. Please contact us directly via email with the product(s) and quantities you're interested in, and our team will provide a custom quote.

Make sure the code hasn't expired and that your order meets any minimum-spend or product requirements. Promo codes are case-sensitive, so double-check the spelling. If it still doesn't work, reach out to our support team and we'll sort it out.