FAQ

General

1. Do you sell live pets?

No, we do not sell live animals, we are only selling pets supplies.

2. What are your operating hours?

We operate from Monday to Friday, 10am to 5pm excluding Saturday, Sunday and Public Holidays.

3. Do you offer repacking services?

No, we do not offer repacking services.

4. Do you have a physical store?

No, we do not have a physical store.

5. Are we allowed to request for samples?

Yes definitely! You may indicate at the comments box at the checkout page. However, do note that our samples are subjected to availability.

6. Can I place an order without creating an account?

Yes, you may checkout as a guest or as a registered user. However, to enjoy the benefits and special promotions of a member, we would recommend you to register an account with us.

Orders, Promocode & Payment

1. Can I cancel or amend an order?

Yes, cancellation or amendment of order is possible however please note that cancellation fee will be charged to the customer if the order has been scheduled for delivery.

Cancellation fee imposed will be $10 or 50% of the total purchase amount (including gst). Whichever is lower. Any amendment of an order should be made before delivery arrangements.

2. What should I do if I need my order urgently?

For urgent orders, please e-mail enquiry@allpetscircle.com or speak to us via the chat box on our Site.

3. How soon is my order confirmed?

We strive to confirm all orders within 1-2 working days after orders are placed.

4. What happens if the item I ordered is out of stock?

If the item you ordered is out of stock, we will contact you to update on the status of the product and other available alternatives.

5. Why is my discount/promo code not working?

Your discount/promo code might have expired, or you might have encountered a technical glitch issue. Try refreshing the page and if the problem persists, kindly contact us at enquiry@allpetscircle.com or speak to us via the chat box on our Site.

6. How many codes/vouchers can I use?

All user is only allowed to use one (1) code/voucher per order.

7. What are the accepted modes of payment?

Our accepted modes of payment include Visa, Mastercard, Google Pay, Apple Pay and PayNow.

8. How would I know if my payment/order was successfully placed?

A confirmation e-mail will be sent to you once your order is confirmed.

Shipping & Delivery

1. Is there free delivery?

Yes! We are currently offering free delivery for all local delivery (Singapore) with no minimum spent till June 2023.

2. Do you ship internationally?

Yes, we ship internationally with special arrangements. (There will be shipping charges for all overseas shipping) Please speak to us to find out more on this arrangement.

3. Can I request for same-day or time-specific deliveries?

Yes, however there will be an additional charge of $18.00 for same-day/time-specific delivery.

4. Can I walk-in/self-collect my order?

Unfortunately, we do not allow walk-in/self-collection.

5. How long do you take to deliver after I placed my orders?

3 - 5 working days after you have placed your order.

6. In the event of no one at home to collect the orders, what should I do?

You may request to put it in your riser, doorstep, shoe rack or with your neighbor. However please take note that we are not liable for any loss or damage to your orders should you opt for this option.

You may also request for re-delivery however there would be additional charge of $8.00 for re-delivery.

7. Can I change my delivery address?

Please contact enquiry@allpetscircle.com for change of delivery address. Please note that changes of delivery address could only be done before the order is processed for delivery. Once order is scheduled for delivery, we are unable to change your delivery address.

8. What if the driver could not deliver due to residential security, what should I do?

All security clearance has to be arranged prior to delivery by the customer. Should there be any re-delivery required, there will be an additional charge of $8.00 for re-delivery.

9. I have not received my order, what should I do?

You can contact us via WhatsApp at +65 9272 2324 and our friendly personnel will get back to you as soon as possible.

10. Can I track my orders?

Yes, you will receive a tracking number via your e-mail.

Exchange & Refund

1. Can I request for an exchange/refund?

Yes, we will only allow exchange/refund if the defect is due to a manufacturers’ fault.

2. How do I report a damaged/defective product?

For damaged/defective product, kindly contact us via WhatsApp +65 9272 2324 immediately.

3. What is your exchange/refund policy?

Please refer Return, Refund & Exchange section under our Terms & Conditions page..

4. What are the options for refund?

Payment made via credit card will be refunded back to their card. Payment via Paynow will be refunded back to Paynow account.

5. What should I do if there are missing items in my order?

For missing items in your order, kindly provide us your name, order number, information on the missing item(s) including photos via WhatsApp +65 9272 2324 immediately.

6. How long does it take for the refund to be processed?

Depending on the mode of payment, refund will be processed within 10 - 14 working days.

7. What do I need to do to request for an exchange/refund?

You may e-mail to enquiry@allpetscircle.com to request for exchange/refund. However, please ensure that you are aware of our Return, Refund & Exchange Policy and adhere to the policy before requesting for the refund.

Accounts

1. What are the benefits of registering as a member?

Registered members will get updates on exclusive news and promotions. They will also be able to track past orders in their account and collect rewards points when they make purchases.

2. Having trouble logging in?

Please e-mail us at enquiry@allpetscircle.com with your name, e-mail address and contact number. We strive to resolve the login issue and get back to you as soon as possible.

Membership Rewards Program

1. How do I earn Rewards Points?

To earn points:
1. Like, Follow & Share our Socials to get 10 Circle Points each. (One time only)
2. Review our products and get 10 Circle Points each review.
3. You will also be awarded 1 Circle Point for every S$1 spent on each order.
4. 250 Circle Points will be awarded upon signing up!

2. Can I have use multiple accounts Membership Points to redeem an order?

No, you are not allowed to redeem an order with multiple accounts. Each user is only allowed to create an account for one (1) address only.

3. How do I redeem my points?

To redeem:
1. Go to "Ways to Redeem" on your membership account under Circle Rewards
2. Click on the coupon you would like to redeem
3. A coupon code would be generated once you make the redemption (A generated code e-mail would also be sent to you)
4. Copy the coupon's code
5. Paste the coupon's code upon checkout to enjoy the discount

4. How do I check my points?

Simply log in to your account. Click on the Circle Rewards Icon at the bottom right of your browser and your Circle Points will appear!

5. Does my Circle points expire?

Your points will not expire based on our present policy.

6. Is there an expiry date for the coupon I’ve redeem?

Similar to point 5. Your coupon will remain in your account with no expiry once you’ve redeemed.

7. I have questions about my points, how do I contact you?

Please e-mail us at enquiry@allpetscircle.com with your name, e-mail address and contact number with your enquiries on your points. We will get back to you as soon as possible.

8. I want to sign up as your membership but do not wish to receive promotional e-mails, how do I unsubscribe?

Upon signing up as our member, you will receive marketing-related emails from us. If you'd prefer to not receive these emails, just click the 'Unsubscribe' button when you receive your next email.

Others

1. I was given a google form to fill up for my pets particulars, what is this for?

This form is for us to know more about your pets! You may also get a surprise gift from us if you placed an order during your pets' birthday month!

2. I have submitted my pets particulars but did not received a gift on his/her birthday?

Please ensure that you are have signed up as our member before submitting the form. A gift will be included if you placed an order with us on your pets' birthday month after submission of the form.

3. I did not receive the gift for my pets' birthday even after signing up and submitted the form.

There could be missing information in your form submission or you did not placed any order during your pets' birthday month.

Do note that you will only received the surprise gift together in your order if you placed an order during your pet's birthday month.

4. I am still having issues with this pets' birthday gift. I need help!

Please e-mail us at enquiry@allpetscircle.com with your name, e-mail address and contact number with your enquiries on your points. We will get back to you as soon as possible.