Delivery, Payment & Other Info
How much does delivery cost?
Orders without frozen item(s):
- SGD$89 & above: Free Delivery
- Below SGD$89: SGD$5 delivery fee
Orders with frozen item(s):
- SGD$130 & above: Free Delivery
- Below SGD$130: SGD$15 Delivery Fee
When will I receive my order?
Orders are typically processed within 2 to 3 working days, then delivered within 2 to 6 working days by one of our courier partners. You'll receive a tracking number once your order ships.
We're settling back into our rhythm at the moment, so things may occassionally run a little slower than usual - thank you for bearing with us.
If your order contains frozen items, we will get in touch with you to arrange a delivery date and time. Please make sure someone is home to receive it - Frozen things wait for no one. A re-delivery charge of $25 applies for failed deliveries.
All Deliveries: 9am - 10pm, Monday to Saturday (excl. Public Holidays).
Urgent or special delivery request? Write to us — we'll see what we can do.
Do you ship overseas?
If you're outside Singapore, email us at hello@gentlepetstore.co with the items you'd like (e.g. quantity, colour, size, etc.) and your delivery address, and we'll come back with a shipping quote.
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Payment Methods
We accept credit card and bank transfer.
Out of Stock Items
If anything in your order is out of stock, we'll let you know by email. You can swap it for something else or have that item refunded. Do note that delivery fees aren't refundable once an order has shipped.
A refund processing fee may be applicable, depending on how payment was first made.
Cancellations
We start moving on orders quickly, so we're unable to cancel them once placed. If something's gone wrong with your order, write to us and we'll do our best to make it right.
Exchanges / Refunds
Every item is checked before it leaves us, but do give your order a once-over when it arrives. If you spot a defect, let us know within 24 hours of delivery with a clear photo and a short description - we're unable to help with issues raised after that window, so a quick check on arrival really does matter.
Keep the item unused and in its original packaging where possible, and we'll be in touch to sort out an exchange or refund. Exchanges should be completed within 7 days of our reply.
Food and perishables can't be exchanged or refunded - we're sure you understand.
Anything else on your mind? Drop us an e-meow at hello@gentlepetstore.co - we'll reply as quickly as we can.
(And while we hope it never comes up: we may respectfully decline to serve where necessary.)