Manufacturers

FAQs

Frequently Asked Questions

Q. How do I know if my order is confirmed?

A. After clicking on the “Check out” button, you’ll be taken to a screen verifying your purchase and giving you your order number. Upon receipt of your purchase order, Pets Gourmet Express will send you a confirmation email or sms to advise on the scheduled delivery. Do let us know if you have a preferred timing and we'll try our best to adhere.

Q. What are the payment modes?

A. There are 3 modes of payment:

Cash on delivery
Cheque payable to “Pets Gourmet Express”
Bank transfer to POSB Savings Plus Account : 124-49250-5

Q. Is there any delivery charge?

A. FREE if you purchase over S$60. For orders below S$60, there will be a $10 delivery fee. For Night delivery (Wednesday) selection, there will be an additional $10 surcharge.

* There will be a surcharge of $3 for areas in the ERP zone.

** Please note: For any delivery area (purchase of cat litter) without lift landing of 2nd floor to 3rd floor, an additional labor fee of $5 is chargeable. 4th floor and above, an additional labor fee of $10 is chargeable.

Q. How long does delivery take?

A. Most orders are processed and delivered within 3 working days (excluding weekends and public holidays; subject to stock availability).

Q. What if an item I ordered is out of stock?

A. Occasionally, one of the items we carry goes temporarily out of stock. If it turns out the item you’ve ordered is unavailable, Pets Gourmet Express will inform you via email, call or sms. We’ll also try and give you an estimate of when we are having it back in stock.

Q. Do you provide repacking service?

A. Yes! And it’s absolutely FREE! (For medium pack and above. **Upon request only - kindly state on the remarks column for repacking service during check-out.)

Agri-Food & Veterinary Authority (AVA) advises that repacking of pet foods may result in the following:
(i) render the loss of traceability of the pet food which can be crucial in times of pet food recall.
(ii) the loss of wholesomeness and freshness during the repacking process.
(iii) the risk of contamination during the repacking process.

Please take note:

- Pet Gourmet Express does not encourage or recommend any repacking of pet food.

- Any request for repacking by customer, Pets Gourmet Express will not be liable if there are any are bugs, mould, worms or etc found in the food after purchased.

- All repacked pet food is non-exchangeable and non-refundable.

Q. What if the product I’m looking for is not listed on your website?

A. If you cannot find the product, do drop us an email at petsgourmetexpress@gmail.com. We will do our very best to help.

Q. How do I change/cancel my order?

A. You may email orders@petsgourmet.com.sg to inform us before our scheduled delivery.

Q. Can I do a return or exchange if the products are faulty?

A. Yes, if the product is faulty or defect due to manufacturing, we are more than happy to exchange it. Contact must be made within 3 days (with the invoice) and the faulty product in its original packaging & condition to be returned to Pets Gourmet Express. Customers are encouraged to check the items upon delivery.

Q. Can I do a return or exchange if I order the wrong size or color of the pet accessories or carriers or if my pets do not like the food?

A. Sorry, all measurements, sizes and colors are displayed clearly on each description page. We do not do an exchange for delivered items which do not fit your pet's size or color. Hence, customers are encouraged to do their own measurements before making any purchase.

No exchange or return if your pets do not like the food.

Q. Do I have to pay for GST?

A. There’s no GST imposed on your purchase. Pets Gourmet Express will absorb the GST.

Q. Do you take international orders?

A. Yes, we take international orders (minimum $200). Kindly email petsgourmetexpress@gmail.com for more details.

All terms and conditions, and prices are subject to change without any prior notice.