FAQs

COVID-19 updates: We’re doing our best to courier your order quickly and safely. Current delivery times are running longer than usual, due to increased demand with the courier companies during this COVID-19 Circuit-Breaker period.

Food Orders: Most customers can expect to receive their orders within 7-10 days.

Prescription /Medication Orders: Most customers with an active prescription can expect to receive their orders within 4-7 days. Further delays should be expected if the prescription needs further verification or confirmation with you and your regular veterinarian.

Preparing for Shipment: Your order has been noted and is currently being packed for your pet. When your order has been sent out, we’ll send another email with tracking information. 

Shipped: Your order has been sent out. Within 24 to 48 hours, you will also see a link to track your package. 

Delivered: Your order has arrived!

We are focused on serving as many pawrents as possible, both online and offline. Due to high demand for essentials such as medications, we are temporarily unable to amend existing orders.

However, if your order hasn't been packed for shipping yet, you can cancel it from your account. Go to orders, click on the order you want to cancel, and click the "Cancel This Order" link.  

If you need help canceling your order, please send us an email with your order number. We will resolve it as quickly as possible so that your experience is simple and worry-free. 

If we have already processed your order, we may not be able to cancel it.

COVID-19 updates: We’re doing our best to courier your order quickly and safely. Current delivery times are running longer than usual, due to increased demand with the courier companies during this COVID-19 Circuit-Breaker period.

Food Orders: Most customers can expect to receive their orders within 7-10 days.

Prescription /Medication Orders: Most customers with an active prescription can expect to receive their orders within 4-7 days. Further delays should be expected if the prescription needs further verification or confirmation with you and your regular veterinarian.

Self-Collection option is open to all orders (no minimum order required) - just select "Self-Collection" at checkout. Please indicate which location you would like to be collecting your items from. You will be contacted via email, SMS or phone call when your order is ready for pick up. Kindly take note of each clinic's opening hours, before heading over.

FREE Delivery is offered for non-bulky* orders above $59. All bulky* orders above $99 also qualify for free delivery.

Standard Delivery: All other orders will get to enjoy delivery at a flat-fee of $5 for non-bulky* items, and $10 for bulky* items.

Urgent, same-day delivery is available at $25 for non-bulky* orders and $30 for bulky* orders, subject to courier availability. Kindly give us a call at +65 6282 2484 immediately after you have made your order, to confirm your delivery request.

Please ensure that someone is available at the address provided, from 9am-10pm. This delivery service entitles you to 3 free delivery attempts. The delivery man may contact you beforehand. If nobody is in to receive delivery, the delivery service will contact you to reschedule another delivery. After 3 failed attempts, your order will be returned to us and you will have to make an additional payment (as per Standard Delivery rates) for a re-delivery.

*Bulky items: dry food bags and canned food.

Unfortunately, we are not able to ship internationally at this point.

Prescription medications and diets cannot be returned or refunded.

However, if the medication you received is incorrect or has a manufacturer's defect, we will gladly exchange it for you or provide a refund on a case-by-case basis. Please contact us at +65 6282 2484 or +65 6235 2250 ASAP should you think there may be a problem with the product you have received. Thereafter, we will arrange for you to head over to one of our clinics for the item to be inspected, and an exchange/refund processed. Kindly note that the item(s) must be returned within 7 days of receipt, with its original packaging and condition (unused and unsoiled). Please bring along your invoice in order for us to process the refund.

Prescription medications and prescription diets are dispensed for very specific health conditions, at specific doses and for a specified duration of time. This is governed legislatively to protect the health and safety of your pets.

If an item requires a prescription letter, please speak with your veterinarian to obtain a prescription letter, which you can then upload with your order for it to be processed. Kindly note that we will also be contacting your veterinarian to confirm the prescription order.

If you think your pet has a health condition requiring medications, but do not have a prescription letter, please contact our clinics at +65 6235 2250 (Bukit Timah) or +65 6282 2484 (Serangoon Gardens) to arrange for an appointment with one of our friendly veterinarians!

Please take a picture of the prescription label from your most recently-purchased box/packet of this medication. The pet's name and owner's name should be stated clearly on our prescription label.

We will pull up your pet's medical records at Brighton Vet Care and will need to seek approval from your regular Brighton veterinarian. Stringent scrutiny is required to ensure that it is safe and appropriate for your pet to continue on the medication. We will contact you if a physical check up is required before your pet can be continued on the medication, and your order will be cancelled if so. 

Please contact your regular veterinarian immediately.