FAQs
Shopping with Gentle
How do you choose what to stock?
We don’t believe in carrying everything just for the sake of it. We look for products that are well-made, useful, thoughtful and genuinely worth knowing about - whether they help with everyday care, wellness, play, travel, or simply make life with pets a little better.
Do you carry every product from the brands on your site?
Not always. We curate each range based on what we think makes sense for our customers and their pets. If there’s something from one of our brands that you’re looking for but can’t find, drop us a note and we’ll see if we can help.
Are all the brands at Gentle Pet Store exclusive?
Some may be harder to find than others, but not every brand is exclusive to Gentle. What matters more to us is bringing together a considered mix of brands we genuinely like, trust and believe belong here.
How do I know which product is right for my pet?
We try to make our product information as clear and useful as possible, but every pet is different. If you’re unsure, get in touch and we’ll point you in the right direction where we can.
For medical conditions, allergies or ongoing health concerns, we always recommend checking with your veterinarian first.
Orders & Delivery
Where do you deliver?
We currently deliver across Singapore.
For international orders, please get in touch with us before placing your order and we’ll see what shipping options are available for your destination.
How much is delivery?
Standard shipping is $3.99, with complimentary delivery on orders over $79.
Frozen orders or slot deliveries are $12, complimentary delivery applies on orders over $120.
Mixed orders (frozen and non-frozen) will have a combined delivery cost of $15.99. Shipments are handled through separate means, hence, the added cost.
Any applicable delivery charges will be shown at checkout.
How long will my order take to arrive?
Most in-stock orders are packed and dispatched within 1–2 working days. Delivery generally takes another 2–4 working days after dispatch.
For frozen or slot deliveries, orders must be placed by Monday and Thursday 8pm SGT, in order to make the Wednesday and Saturday delivery windows respectively.
During launches, sales and festive periods, we may need a little extra time. We’ll always do our best to get your order home to you as soon as we can.
Can I track my order?
Yes. Once your order is on its way, we’ll send you tracking details by email where available.
Some orders may be fulfilled directly by one of our partners and may not include live tracking. If you’re ever unsure where your order is, reach out to us by WhatsApp or email and we’ll usually get back to you within 1 working day.
How do frozen deliveries work?
For frozen orders, we’ll usually reach out via WhatsApp around 2 days before delivery so you know when to expect us and can make sure someone is available to receive your order.
As frozen products need to be kept at the right temperature, we won’t leave them unattended unless you’ve specifically asked us to. If nobody is available to receive the delivery, your order will be returned to us and a $10 re-delivery fee will apply.
If you ask us to leave a frozen order unattended, please note that we can’t guarantee the condition of the products once they’ve been delivered.
If you have a delivery consisting of both frozen and nnon-frozen items, they may be delivered separately. Please note that a combined shipping rate does apply.
Can I pick up my order?
We currently operate primarily through delivery and don’t offer regular self-collection. If that changes, we’ll let you know.
Can I change or cancel my order after placing it?
If we haven’t started preparing your order yet, we’ll do our best to help. Send us a message as soon as possible with your order number.
Once an order has been packed, dispatched or handed over for delivery, changes or cancellations may no longer be possible.
RIFRUF pre-orders are subject to a separate cancellation policy - you can find the details below.
Can I combine two separate orders?
If both orders are still being prepared, get in touch and we’ll see what we can do. We can’t guarantee that orders can be combined once fulfilment has begun.
Orders & Shipping
Why are some RIFRUF products on pre-order?
We bring most RIFRUF styles into Singapore through scheduled pre-orders rather than holding the entire range locally. This lets us offer you access to more colours, sizes and styles without limiting the collection to what happens to be sitting on our shelves.
A little patience is needed, but we promise those tiny sneakers are worth the wait.
How long do RIFRUF pre-orders take?
RIFRUF pre-orders generally take around 1–2 months from the close of each pre-order batch to arrive in Singapore and be ready for delivery.
This is an estimated timeframe rather than a guaranteed delivery date, as international shipping, customs and other circumstances outside our control can occasionally cause delays.
We know it’s a bit of a wait, and we appreciate your patience. We’ll keep you updated if anything meaningfully changes along the way.
When do RIFRUF pre-orders close?
We aim to close each month’s RIFRUF pre-order on the 20th of the month, or the next working day if the 20th falls on a weekend or public holiday.
Orders placed after the cut-off will generally be included in the following month’s batch.
Can I order an in-stock item together with a RIFRUF pre-order?
Yes. We aim to get your in-stock items to you as soon as possible, so they may be dispatched separately from your RIFRUF pre-order.
No additional delivery charge will apply if we split the shipment.
Can I change or cancel my RIFRUF pre-order?
As RIFRUF products are specially ordered in monthly batches, pre-orders are generally non-cancellable once submitted to our supplier.
If you need to change a size or colour, or realise something isn’t quite right before the monthly order has been submitted, get in touch with us as soon as possible and we’ll do our best to help.
Once the order has been submitted, cancellations or changes may no longer be possible.
I’m unsure about my RIFRUF size. Can you help?
Yes - and we’d definitely encourage you to check before ordering. RIFRUF sizing is based on your dog’s paw measurements, rather than their usual apparel size.
Have a look at the RIFRUF Sizing Guide, or get in touch with us if you’d like a second pair of eyes before placing your order.
You can also try RIFRUF shoes in person at selected Gentle events - follow us on Instagram to see where we’ll be next.
Returns & Problems
Can I return or exchange an item?
We accept returns or exchanges on eligible, unused and unopened items within 7 days of delivery.
For hygiene and safety reasons, food, treats, supplements, grooming products, opened products and other consumables cannot generally be returned or exchanged.
Items must be returned in their original condition and packaging.
Return delivery costs are borne by the customer unless the item received is defective, damaged or incorrect.
Can I return or exchange RIFRUF shoes?
We accept eligible RIFRUF returns or exchanges within 7 days of delivery, provided the shoes remain unworn outdoors and are returned in their original condition and packaging.
We recommend trying them on indoors on a clean surface first. Returns and exchanges are subject to inspection once the shoes are received.
If your RIFRUF shoes arrive defective, please contact us and we’ll make it right.
My order arrived damaged or something is missing. What should I do?
That’s not how your parcel should arrive.
Send us your order number, a short description of what happened, and a few photos where relevant within 48 hours of receiving your order. We’ll work with you to sort it out.
What if my pet simply doesn’t like the product?
Pets have opinions. Strong ones.
Unfortunately, we generally can’t accept opened food, treats or consumable products simply because they weren’t a hit. If you’re trying something new, we recommend starting small where possible.
Products & Stock
Why is something out of stock?
Some of the brands we carry are independent or produce in smaller batches, so restocks can occasionally take a little longer.
If something you love disappears, use the Remind Me option where available and we’ll let you know when it makes its way back.
How can I find out when a product will be restocked?
Sign up for a restock alert on the product page, follow us on Instagram, or get in touch.
If we have an estimated restock date, we’ll happily share it.
Do you take product or brand requests?
Absolutely. Gentle grows with the people who shop with us.
If there’s a product or brand you think belongs here, send it our way - drop us an email, or message us on either Whatsapp or Instagram. We can’t promise we’ll bring everything in, but we do pay attention.
Gentlefolks
What is Gentlefolks?
Gentlefolks is our way of giving a little something back to the pets and people who keep coming back.
Members can earn points, unlock rewards, enjoy special perks and occasionally get access to a few Gentle-only extras along the way.
How do I join Gentlefolks?
Simply create a Gentle Pet Store account and you’re in.
Membership is free :)
How do I earn Gentlefolks points?
You’ll earn Gentlefolks points whenever you shop eligible products with us - including subscription orders.
As a general guide, you gain an average of 1 point for every $1 spent across our whole store. Selected products and promotions may earn at a different rate.
The number of points you’ll earn will be shown on the product page and at checkout, so you’ll always know what you’re getting before you hit that buy button.
From time to time, there’ll also be opportunities to earn a little extra through special promotions and Gentlefolks activities.
Do Gentlefolks points expire?
Gentlefolks points won’t expire as long as your account remains active.
If there has been no qualifying activity on your account for 12 consecutive months, your accumulated points will expire.
Qualifying activity includes making an eligible purchase or redeeming a Gentlefolks reward.