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F.A.Q.

Customer Questions

To make a purchase on The One Pet, you can do so either by setting up an account with us as a member; or use simply as a guest.  If you are a member of The One Pet, you will be able to:

  • Receive welcome points
  • Proceed through checkout faster when making a purchase
  • Check the status of orders
  • View past orders
  • Be part of The One Pet Loyalty Programme.
  • Enjoy Member only Redemption .

 

When you place an order, you will receive an acknowledgement e-mail confirming receipt of your delivery order: this email will only be an acknowledgement and will not constitute acceptance of your order. Upon receipt of your delivery order, our Delivery Service Officer will contact you in the next Working Day. Your delivery order is only confirmed when you receive an order confirmation call from our Delivery Service Officer.

Note: Check your junk mail if you do not see the email.

You may cancel your order if it has not been confirmed by our Delivery Service Officer. Once an order has been confirmed, a 10% handling fee will be imposed. Please refer to Cancellation Policy [link] for more details. Please contact customer service at 81747483 or email us at enquiry@TheOnePet.com.sg for assistance.

Repacking of Goods are chargeable at SGD 1.00. Repacking of pet food will only be performed upon acceptance of our Repacking Policy. All repacked food is non-exchangeable and non-refundable.

The One Pet practices good hygiene and uses quality bags to repack our goods.

Condition of repacked dry food might be altered as compared to when it is in original packaging from the manufacturer.

Storage Guidelines for repacked food management:

  • Remove food from bag after opening
  • Place it in clean and dry air tight containers
  • Store repacked food in cool, dry place away from sunlight.

Hay Storage

  • Store any open bag of hay in a cool, dry place away from sunlight
  • Place it in a well ventilated area
  • Hay is highly flammable please keep it away from naked flame or high heat sources.
  • Avoid bare ground or concrete as hay wicks moisture up.

In light of following guidelines on proper storage goods, The One Pet will not be held responsible if the event of worms, beetles, mould, weevils that are found in the repacked good after purchase.

Any warranties or guarantees on the quality or function of the pet food will be null and void for repacked goods. All repacked goods are not eligible for returns/exchange or refund.

The One Pet would not be held responsible for and not limited to any loss, damage, claims and liabilities that arises from repacked goods.

You may cancel your order if it has not been confirmed by our Delivery Service Officer. A 10% handling fee will be imposed once an order has been confirmed. You are liable to incur any additional delivery charges on top of the 10% handling fee in the event you choose to return goods or cancel goods on order upon delivery.

There may be certain occasions when the product that you have ordered is out-of-stock and thus will delay processing of your order. We will keep you updated of any products that you have ordered that are out-of-stock and unavailable for immediate delivery. You may alter your order 3 days prior to the date of delivery.

In order to serve you better, we will make every attempt to deliver and collate all products contained in the order at the same time. However, products that are unavailable at the time of delivery will be delivered as they become available, unless you inform us otherwise. You will only be charged for products contained in a given delivery, plus any applicable delivery charges.

For bulk purchases or pre orders, please email enquiry@theonepet.com.sg. A 50% deposit will be collected in advance for such orders.

Redemption of products via our Loyalty Rewards Program have to be checked out separately. You will not be able to check out if you have redemption products in your cart.

You will be able to redeem the products at the Redemption page. Select the product to be redeemed and indicate your DO number before checking out. Please note that redemption items are to be either delivered along with the next purchase order or the current one. We will not deliver just the redemption items alone.

If you have forgotten your password, simply go to Account at the top right corner of the home page and click on the link for lost password. Enter the email you used to sign up for the account and it will generate the link to reset your password. If you do not receive the email, please check your junk mail.

What you see is what you pay! =) The One Pet does not charge GST  therefore, GST will not be added to your purchase.

Delivery Information

Delivery Service Rates

Please take note that The One Pet is unable to deliver to restricted areas. Any additional surcharges may be imposed in cases such as ERP charges, Sentosa etc.

 

Local Delivery

Free domestic delivery for goods purchased above SGD 60.00. A delivery surcharge of S$10 applies for every order that is less than SGD60.00.

Registered Mail

Small item purchases can be sent over registered mail at SGD 5.00 (max 3kg). Please email enquiry@theonepet.com.sg before checking out.

Express Delivery

Should there be urgent delivery required, please contact enquiry@TheOnePet.com.sg or 81747483. We will be able to deliver if all goods are available. Additional charges apply.

Delivery Lead Time

We will deliver your order within 3 Working Days upon tele-confirmation from our Delivery Service Officer.

The delivery time for mails sent via registered postage is between 2 to 5 working days.

If you have any enquiries, please do drop us an email at enquiry@theonepet.com.sg.

We do not provide International Delivery at the moment.

We will deliver/ship out orders in 2-3 working days after confirmation and receiving of payment. Should there be Out Of Stock items, our customer service officer will contact you.

Orders will not be processed or delivered on Saturdays, Sundays and Gazetted Public Holidays unless special prior arrangement is made.

Delivery timings are after office hours from 8.00pm to 11.30 pm. Deliveries requested out of our working hours will be delivered upon request incur Express Delivery charges. Our deliveryman will update you of your allocated timeslot. If you are unable to make it for the allocated timeslot, please contact us at +65 81747483 and we will allocate another timeslot for you.

Delivery timing may vary according to availability and subject to any delays resulting from postal delays or force majeure for which we will not be responsible. We regret that we are unable to guarantee when an order will arrive to your place. Delivery time offered by us to you only serves as an estimate.

Undelivered Parcels

Please make sure that the information provided in your checkout is correct. An incorrect or incomplete address may result in parcels being returned to us and result in a non-delivery or late delivery to you. Do ensure that you are able to make it at your allocated time slot to receive the delivery.

Please note that orders that are returned due to inaccurate or incomplete information provided or abandoned by your local postal office, for whatever reason, will only be resent to the customer at the customer’s expense.

Please email us immediately at enquiry@theonepet.com.sg if your order hasn’t arrived after the stipulated time after receiving our shipping notification:

Local – after 8 working days

Payment/Returns Information

Paypal

The One Pet uses PayPal to handle all secure payments for the sale of products on its site. If you select payment through PayPal, you will be directed to PayPal’s payment gateway upon checking out. If you are not directed to PayPal’s payment gateway, please do not proceed with payment.

If you have any enquiries, please do drop us an email at enquiry@theonepet.com.sg.

Bank Transfer

Please transfer either one of the accounts below and send us the reference number through enquiry@TheOnePet.com.sg or 81747483.

POSB Savings 247-70816-2

MayBank Current 04101066624

Cash On Delivery

Please try to give exact amount as our deliveryman do not carry much change on hand when out on delivery

Requests for return and/or exchange of sold goods are subject to the terms and conditions stated below. The One Pet reserves the right to alter the above-mentioned terms and conditions without prior notice.

We seek your understanding that ALL GOODS SOLD ARE NON-REFUNDABLE.

We will gladly accept the return of products within 3 days from the date of purchase that are defective due to defects in manufacturing and/or workmanship. Exchanges are only valid for a change with the same item. An exchange for another item is NOT allowed. ONLY in the event if a defective item(s) is out-of-stock and The One Pet is unable to process an exchange, customer can choose to exchange for any item from existing collection or store credit.

Fulfillment mistakes that we make resulting in the shipment of incorrect product to you will also be accepted for return 3 days from the date of purchase. Returns must be unused, unaltered and in its original packaging. Arrangement will be made to pick up the good(s) involved.

The One Pet requests all users to please check the products upon receiving from either mail or delivery. Please note that repacked goods, purchases via vouchers and final sale merchandise are not eligible for returns and/or exchanges and may not be returned for exchange or credit.

Please email us at enquiry@TheOnePet.com.sg  and we’ll do our best to resolve the concern either by replacing the product or by issuing you a credit.

Product Warranties

Goods are supplied and sold on an “as is where is” basis, unless the manufacturer, or supplier, of such Goods has issued a warranty in respect of such Goods, in which case such Goods are supplied and sold with the warranties issued and granted by the manufacturer, or supplier, of such Goods only. You hereby agree to look solely to such manufacturer, or supplier, for any claims related to such warranties.

Please check your item(s) immediately upon arrival, for wrong item(s) kindly inform us within 3 days of receiving it and return the item(s) to us within 14 days.

In the event that customer received a defective item(s), please ensure that the item(s) is in it’s original packing and return in a brand new condition.

Please email enquiry@theonepet.com.sg to initiate product exchange or return. Please state the DO number and the picture and details of defective product to be returned/exchanged.

Returns must be sent back to us within 14 days. The One Pet will not be liable for the postage cost involved in the process of exchange. Please opt for registered postage, as The One Pet will not be liable in missing parcels.

As part of our quality control procedures, we have ensured that items are in brand new condition before shipping. Hence there will be strictly NO RETURN / EXCHANGE due to opened items.

Please drop us an email at enquiry@theonepet.com.sg and wait for further instructions before sending the parcel back to us.

The One Pet reserves the right to grant or refuse the return and/or exchange based on The One Pet’s sole discretion. Exchange or refund of the goods(s) is subject to management approval at its discretion and all decisions are final.

We accept no responsibility for alteration, user-initiated damage and/or loss of parts incurred during operation