FAQ

You will receive an email or SMS with the confirmed delivery date and timeslot based on earliest availability.

We strive to deliver your order within 3 working days (excluding Sundays and public holidays; subject to stock availability).

We apologize for the inconvenience caused. We try our best to keep such cases to a minimum, and to ensure product availability in our online store meets your needs.

If your desired item is unavailable, we will notify you as soon as we can. We will then recommend an alternative, or issue a refund for the unavailable product.

You may WhatsApp us at 9823-9155 or email support@polypet.com.sg to inform us of your desired amendment. We will only be able to amend your order if it isn't packed yet.

An administrative fee of $10 will apply unless we are unable to fulfill a part of, or your whole order within the promised delivery timeframe. Please send your cancellation request via email at support@polypet.com.sg or via WhatsApp at 9823-9155.

Donation items are delivered directly to the respective shelter or animal welfare group. All items received within the same month will be consolidated and delivered by the second week of the following month.

Click "My Account" and follow the steps to create your Polypet account.

Log in through "My Account" to update your account details anytime.

Click " Recover Password " under the login page and follow the instructions sent to your email.

Orders above $100 receive free delivery island-wide. Orders below $100 incur a $10 delivery fee.

We accept Credit Card / Debit Card payments.

Self-collection is currently unavailable. All online orders will be delivered.

Yes, repacking is available. It is an option that is free of charge for dry foods that are 11lb / 5kg or heavier. You may also top-up SGD $3.00 to opt for special repacking.

Please refer to the summary of our repacking standards below:

Weight / Size	FOC Repacking (No. of pkts)	Special Repacking (No. of pkts)
11lb - 20lb / 5kg - 9kg	3	Up to 6
21lb - 30lb / 9.1kg - 13.6kg	4	Up to 8
31lb - 40lb / 13.7kg - 18.1kg	5	Up to 10
41lb - 50lb / 18.2kg - 22.7kg	6	Up to 12

Any other requests will be subjected to Polypet's approval and handled on a case-by-case basis.

Animal Veterinary Service (AVS) advises that repacking of pet foods may result in the following:

• render the loss of traceability of the pet food which can be crucial in times of pet food recall.
• the loss of wholesomeness and freshness during the repacking process.
• the risk of contamination during the repacking process.

Guidelines for good pet food management:

• Ensure that your pet food is at least 3 months away from its expiry date before opening.
• Remove food from its original packaging and place in air-tight containers.
• Store the air-tight containers in dry, cool, and clean conditions, away from sunlight.
• All pet foods should be consumed within 2 months after opening. If your pet is taking longer than 2 months to finish, consider getting smaller-sized pet foods.

In light of the above, please take note that by requesting for repacking services from Polypet, you (the customer) will not hold Polypet liable in the event worms, weevils, beetles, or mould are found in the repacked food after purchase.

All prices shown are inclusive of GST.

Unfortunately, international shipping is not available at this time.

The Return and Exchange Policy described below applies only to online purchases made through our website.

We accept exchanges for defective products only, within 7 days of delivery. We do not offer refunds or store credit — approved requests are resolved via a replacement of the same item.

• Manufacturer's defect
• Item damaged in transit
• Wrong item delivered

If something isn't quite right with your order, please let us know as soon as you notice it so we can look into it and help make things right.

To be eligible for an exchange, please contact us within 7 days of receiving your order. Unfortunately, we won't be able to process exchange requests made after this period.

Once your exchange request has been approved, we will provide instructions for returning the item to us.

• Your order ID as proof of purchase
• Photos or videos of the defect, damage, or incorrect item where applicable
• The item must be unused and in its original packaging

No, we do not offer refunds or store credit. Approved requests are resolved via a replacement of the same item, or an item of equivalent value if the original is unavailable.

All sales of gift cards, e-gift certificates, and items marked "Sale," "Clearance," or "Donation" are final. Non-exchangeable goods include (but are not limited to) pet muzzles, e-collars, apparel, undergarments, footwear, clippers, strollers, beds, cushions, gates, playpens and cages.

Polypet is committed to offering competitive pricing across a wide selection of products.

Polypet.com.sg is protected with SSL encryption for secure transactions.

Click the "My Account / Order Status" link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.

After logging into your account, click the "My Account" at the top right hand side of our site to view/print your past orders.

Your credit card will be charged within seven working days after your order is submitted.

Polyperks can be used for discounts. Visit the Polyperks summary page for details.

Normal items are meant to be delivered to yourself or your desired recipient.
Donation items are meant to be delivered to the respective animal welfare group.

To ensure better accountability, you have to place your donation order separately from your normal order. If you have normal items in your shopping cart and would like to proceed with a donation order instead, please remove your normal items before adding the donation items.

Enter the code at checkout under "Discount Code" and click Apply.

There are no active codes at the moment. Subscribe to our newsletter for updates!

1. Coupon codes cannot be applied to previously placed orders, are not transferable or redeemable for cash or credit.
2. All sales of items or orders purchased with coupon codes are final, and cannot be exchanged, returned or refunded.
3. Only one coupon code may be used at your cart page and is not applicable for Guest checkout.
4. In the event there is a change in your order or cancellation of items related to the coupon code, Polypet reserves the right to recover or change the whole or any part of the discount applied to your order under the promotion.
5. Polypet further reserves the right to amend any terms and conditions without prior notice.

Do drop us an email at support@polypet.com.sg to let us know which product you would like to have, and we will do our best to carry that product.

No. Despite having the license to do so, we are very much aware of the growing number of homeless pets in shelters. Therefore, we advocate adoption instead. We do sell all kinds of pet food (for dogs, cats, hamsters, guinea pigs, gerbils, chinchillas, rabbits and fishes), cages, pet accessories (like collars, muzzlers, pet trays etc), cat litter and pet treats amongst many other products you will find at our website.

Please visit our Contact page for full details.