FAQ

ACCOUNT

I have signed up to Pets’ Station but cannot login with my password. Why?

If you can't log in, please be sure to check the following things:

  • Your password is correct. (be sure your caps lock is not on)
  • Your email address is correct and typed correctly.
I have a user account with Pets’ Station but forgot my password, what should I do?

Click the SIGN IN button on the top right hand corner, on the login page, click on Forgot Password? Link

On Forgot Your Password Page, enter your email address ( The email address you used to register with Pets' Station )

You will receive an email with subject : "Password Query Confirmation"

Click on the reset link in that email to open our "RESET YOUR PASSWORD" page.  

Set your new password on the New Password and Confirmation fields then click CHANGE PASSWORD Button.

You will receive a email notification that your password has been reset successfully.

You can now login with your new password. 

I have a user account with Pets’ Station, how do I change my personal info and shipping address?

Click the SIGN IN button on the top right hand corner. Login with your email address you used to sign up with us and your password. 

Once signed in, click on Addresses Menu. Here you can update your particular and your shipping address or create a new address. 

How do I know Pets’ Station latest news and promotions?

Just Follow our Facebook at https://facebook.com/petsstations or CLICK HERE TO SUBSCRIBE

You can also subscribe to our newsletter by clicking the opt-in option when you sign up for a new account with us during checkout 

How can I unsubscribe from the newsletter mailing list?

Click here to unsubscribe 

You also unsubscribe by clicking on the Unsubscribe link on the bottom of our newsletter and you will be automatically unsubscribed.

DELIVERY

Do you provide FREE Delivery ? Is there any minimum purchase ?

Pets' Station offers FREE Delivery service for ONLINE orders more than S$55. If your order falls below S$55, there will be a standard delivery charge of S$10.

I missed your Delivery Attempt. Can you arrange for a redelivery?

Sure we can! However there will be a re-delivery fee of S$10 applied for any unsuccessful and rescheduled delivery, 

How long does it take before my order gets delivered?

Once your order and payment is received, we will contact you to arrange for delivery. Our delivery time for :

In-stock items is between 3-5 working days (excluding weekends and public holidays)

Pre-Order items delivery time is between 7-10 working days. (excluding weekends and public holidays)

What time will my order be delivered?

With effect from 1st of March 2020, Pets' Station offers night delivery service. You can now choose to get your order to be delivered at day time or night time.

Day Time Delivery time : From Mondays to Saturdays, 10am to 6pm 

Night Time Delivery time : From Mondays to Saturdays, 6pm to 10pm

(Subjected to availability and designated delivery routes. *Terms & Conditions apply)

Our delivery times are as follows:
  • Mondays: Between 2.00PM to 6.00PM;
  • Tuesdays to Fridays: Between 10.00AM to 6.00PM; 6.00PM to 10.00PM;
  • Saturdays: 10.00AM to 1.00PM;
  • No delivery on Sundays and Public Holidays.
I want my order to be delivered on my preferred timing? Can it be done?

We have day time and night time delivery that you can choose. 

Any special delivery time slots requested to be scheduled will be subjected to a S$20.00 delivery surcharge. Surcharges paid are not refundable. ( Subjected to slot availability)

My order is taking longer than expected

It is our priority to deliver the goods on time to your door. However, as all delivery timings and schedules are based on our driver’s route, in some circumstances, our delivery time frame may take longer than expected. In such, If we are unable to meet our estimated delivery date, we will contact you as soon as possible and arrange the next available delivery date. 

Do you ship overseas ?

No. We ONLY deliver to addresses within Singapore main island. We do not deliver outside Singapore or to post office boxes.

Which delivery zone you don't deliver in Singapore?

Due to restrictions and limitations (placed by certain institutions and organisations), we are sorry to that we are not able to make deliveries to the following areas in Singapore:

  • Jurong Island
  • Tuas Link
  • Changi Cargo
  • Country Clubs
  • Army Camps
  • Seletar Aerospace
  • Off-shore Islands such as Pulau Ubin
  • Turf Club Avenue
  • Singapore Prison Quarters
  • Airbase sites
  • SATS Inflight Catering Centre 1
  • ST Kinetics
  • Shipyards
  • Hospitals 
  • Powergrid
  • Airport Boulevard, and all airport areas including areas within Changi Airport and Seletar Airport
If no one is at the address when delivery is attempted, Can you leave outside the door ?

The delivery requires someone to be present at your address to receive the items and sign the POD (Proof of Delivery ) from our delivery man. Upon receiving, Customer should check all the items. No return or exchange request will be attended shall the customers requested to leave the items outside the house.

For sensitive or frozen products, customer are required to to sign an acknowledgement form to acknowledge that the products were received in good condition. No exchange, return or refund will be attended for sensitive and frozen items.

I ordered items that need assembly, do you provide free assembly service ?

Yes we do and it is Free of Charge.

Kindly note that Assembly service will be done ONLY upon customer's request.  

You can request an assembly service from us by leaving a remark on the message field during checkout or call us at 6363 1121

If you made a request to have your item assembled upon delivery, Please kindly ensure that someone is present at your address when our deliveryman arrives.

PAYMENT

What kind of payment options does Pets’ Station offer?

All major Debit Card & Credit Card through Paypal (Visa / Mastercard / Amex / Discover )

How secure is shopping with Pets’ Station?

We want your online shopping to be worry-free, so we use SSL (Secure Socket Layers)*, the industry standard encryption standard for online purchase. All of your personal information, including your credit card number, is encrypted by SSL while you are placing the order.

SSL encrypts your order information to avoid the decoding of that information by anyone other than Pets’ Station.

To check the security of your connection, look at the lock icon on your URL address bar of your browser window when you begin to checkout. If you see an unbroken key or a closed lock (depending on your browser), then SSL is active. When accessing a secure server, the first characters of the site address should be "https".

We endeavor to make every transaction you make at Pets’ Station 100% safe. This means that you pay nothing if unauthorized charges are made to your card as a result of shopping at Pets’ Station.

How do I know if my payment has gone through?

You will receive a successful payment confirmation from Paypal upon successful payment. 

Once payment is completed, you will be redirected to the thank you page.

You will also be receiving order confirmation email from us and PayPal. This email will include the details of your purchase and your Transaction ID, which is a unique reference for your payment, and should be quoted on any correspondence with Pets’ Station. 

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RETURN

Can I return an item after it is delivered to me?

Yes, you can. However, there are terms and conditions for this. Please refer to the Return & Refund Policy for more information on this. 

What is Pets' Station return and refund policy?

Please refer to the Return & Refund Policy for more information on this.

What is the Warranty for Goods / Services provided?

All our goods and/or services will serve their intended functions. 

All warranty conditions are stated in the product and/ or service information provided, unless the distributor/manufacturer has provided none.

I can't find a particular product/item I want from Pets’ Station online store, what can I do?

Kindly contact us at pscart@petsstation.com.sg or call us at +65 6363 1121 for further enquiries.

We will try our best to assist you or recommend you an alternative.

Does Pets Station provide repacking services for dry food?

With effect from 3rd April 2017, Pets’ Station no longer provides re-packing services.

Please note  that Agri-food and Veterinary Authority of Singapore strongly discourage repacking of commercially-imported pet food due to : 

  • Loss of wholesomeness and freshness during the repacking process
  • Risk of contamination during the repacking process

EMAIL NOTIFICATION

I didnt receive email from Pets' Station

If you don't receive e-mail order confirmation within 15 minutes of payment, reason might be one of the following:

  1. Order confirmation has been caught by your email's spam filter. Check your Spam or Junk Mail folder.
  2. Typo in your e-mail address provided. You can check and fix this by contacting our Customer Service Center at 6363 1121 or PM us at Facebook. 

I received your email but cant view images

To view images, please make sure your image setting in your email client is enabled.

Click here to read step-by-step help and tips on how to enable missing images to display in various email clients