03. Delivery

We deliver your pet prescription diet, treats and pet accessories straight to your door.

01. Orders

1.1. How do I make a purchase?

To place an order, make sure you are logged in to your account or create a new account.  

Next, search for the items you would like to order. Use the search bar at the top of the page to search for products. Or, browse different categories. Click on a product to see more details. To add the product to your cart, click on the pink button that says “Add to Cart.” 

After you add something to your cart, you can keep shopping or check out. To check out, click on the pink button that says “Proceed to Checkout.” While you’re shopping, you can always click the cart in the upper right corner of your screen to view your shopping cart or proceed to checkout. 

On the checkout page, add or select your shipping address. Next, add your select your payment method, preferably by PayNow.

*Do note that for payments made via credit card, do note that you won't get back any of the processing fees (5%) you already paid for cancellation/return & refund. 

Before you place your order, review the items in your cart. Any discounts or promotions will be reflected in your Order Total. When you’re ready, click the button that says “Place Order.” We’ll send you an email confirming your order. 

*Do note that our orders cut off time are 9am, Mondays to Fridays exclude weekend and public holidays. All orders received after the stipulated time will be processed the next working day. 

1.2. How do I cancel or change my order?

If you need help canceling your order, please whatsapp us at +65 9632 0290 or email us 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.

Do note that for payments made via credit card, do note that you won't get back any of the processing fees (5%) you already paid for cancellation/return & refund. 

02. Promotions

Applying a promotion code is simple! At Checkout, simply type the code into the box that says “Discount Code.” Then, click the button that says “Apply.” All promotion codes can only be used once.

03. Delivery

3.1. What is the status of my order?

To check the status of your order, go to Orders. Here’s what you will see: 

Preparing for Shipment: This means we’re currently processing and packing the goodies for your pet. You’ll receive an email to let you know we received your order. When your order ships, we’ll send another email with tracking information. 

Shipped: Your order has left our warehouse. 

Delivered: Your order has arrived!

3.2. How long does it take to get my order?

Most customers can expect to receive their food and supplies within 3 to 5 working days. Should there be any delays, we will be in touch.

3.3. Do I have to be home to receive my order?

No.  We offer contactless delivery service for all orders.  Our delivery personnel will palce your order at an appropriate location upon arrival.  This is for everyone's safety.

3.4. How do I get free shipping?

Order over $150 and enjoy free delivery!

3.5. I have not received my order although the order tracking says it has been delivered. What do I do?

If you did not receive your order within 24 hours of the delivered date, contact us immediately. Your order number will be required.

04. Returns

4.1. What is the returns policy?

For Hill's Pet Nutrition products, we offer 100% Satisfaction Guarantee within 7 days of purchase.  Kindly contact us for more information.​ Terms & Conditions apply.

Do note that for payments made via credit card, do note that you won't get back any of the processing fees (5%) you already paid for cancellation/return & refund. 

4.2. Is it possible for me to test a product before purchasing?

Since we are an online store, unfortunately we don’t offer an option to test any of the products beforehand. Please check the item description and/or ingredients of a product before making a purchase.

Feel free to contact us for clarifications too!

4.3.There is a problem with an item. What do I do?

If you receive a product that is faulty or damaged, please contact us immediately via email, or simply Whatsapp us at +65 9632 0290

Include your name, order number and details of the product and your feedback. Do include clear photos of the item for easy reference.

05. Your Account

5.1. How do i create an Account?

Look for the ‘Sign Up Now’ link at the Login Page. Enter your personal details and password and you are good to go!

5.2. I'm having trouble logging in to my account. What do I do?

Follow the following steps if you are having trouble logging in.

  • Clear your browser cache and history. Restart the browser and try logging in again.
  • Make sure that your username, email and password are the correct ones and are entered correctly.
  • If you think that you may have forgotten your password, click the “Forget Your Password?” link and follow the steps provided to reset your password.
  • If you are still unable to login to your account, contact us with details of the issue.
5.3. Can I purchase without signing in?

You can opt to check-out as a Guest.

However, it is highly recommended to register as our member because it allows you to track your recent orders, shipping details and more!

5.4.How do I contact customer service?

You can reach chat with us on Whatsapp +65 96320290 or email us and we'll get back to you.

5.5. What is your Privacy Policy?

Your privacy is very important to us. Read our Privacy Policy for more details.