Frequently Asked Questions

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Frequently Asked Questions

Frequently Asked Questions

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1) Click the "Sign In / Register" link at the top right corner of our site.
2) Enter your Personal Details, email address.
Then simply follow the prompts to complete setting up your account.

*We strictly keep your information completely private. Unless required by laws, we will not disclosed out to any 3rd party for any purpose.

For purchases after discounts/rebates with the final amount of minimum S$100, we offer free island-wide delivery except restricted areas, with lift landing.
In the event the delivery address is found to be no lift landing access, we are obligated to charge an additional of $10 per level, Case by case basis.
For orders below S$100, there will be a surcharge of S$20. 
A re-delivery surcharge of S$10 will apply after the first failed delivery.
There will be a $10 service charge if you should cancel your order after ordering.


*Below are the Restricted areas; 
 - Rifle Range
 - Mindef permises (Whole area)
 - Jurong Island (Whole area)
 - Airport Cargo Road and Airline Road (Whole area)
 - PSA Terminals (Whole area)
 - Khusu Island (Whole area)
 - St.John’s Island (Whole area)
 - Pulau Ubin (Whole area)
 - Seletar Aerospace (Whole area)
 - Alps Avenue (Whole area)
 - Brani Terminal Avenue (Whole area)
 - Pulau Sakeng (Whole area)
 - Pulau Busing (Whole area)
 - Pulau Sebarok (Whole area)
 - Turf Club Avenue (Whole area)

Yes we do. You can opt for our express delivery at a fee of $20, subject to item availability and verification of payment, and we will deliver to your doorstep within 24hours from the time we processed the order with your full payment. If you wish to opt for this service, do email us at or give us a call at 64588072, together with your proof of payment and order number.
Express delivery is not available on Sunday and Public Holiday.

You will receive an auto-response for payment upon ordering, showing that our system has captured your order and information. After you have provided your payment details into your order, Our customer service officer will then contact you via SMS/Whatapps within 48 hours to confirm your order and address, thus scheduling for delivery as well. Should you have any request(s) for your order, please do input under the remarks section for our Customer service officer knowledge. We will try to cater to your request(s).

Orders will be processed within 24hours and we endeavour to deliver within 3 to 5 working days from date when order is placed. If you have a preferred delivery time (or special requests), you may indicate it under the “Remarks” column of “Delivery Details” during checkout, and we will try our best to adhere to it.

Orders that required to be Pre-ordered(PO) will require a longer time, up to 7 working days.

We will contact you for notification, and update on the timeline for the next availablilty for the item, and recommend the next suitable product (if any) for your pet. In the event that you decide to cancel the item in question, cancel the whole order, or if the item you have ordered has been discontinued by the distributor, we will refund your payment accordingly.

Any changes to your order is not allowed after placing your order.
You may wish to contact us @ 64588072 or email to us at to request, should your order have not been processed by our team.

We offer the following payment methods:
1. Paypal
2. Credit Card
3. Debit Card
4. iBanking (Online funds transfer)
5. Paynow/Paylah

For Paynow option. Please enter the UEN ID to make your payment.
UEN: 201118348W

For Bank Details OCBC Current Account
Account Number: 641-383062-001
Bank Code: 7339
Branch Code: 641

Not at the moment. You may wish to opt for our delivery service and have a contactless delivery of your orders. 
After you have provided your payment details into your order, Our customer service officer will then contact you within 48 hours to confirm your order and address, thus scheduling for delivery as well. Should you have any request(s) for your order, please do input under the remarks section for our Customer service officer knowledge. We will try to cater to your request(s).

Yes, re-packing is available. It will be chargeable at $2 for 5kg and above of whole bag of dry food.

The Return and Exchange Policy described below applies only to online purchases made through our website. We will exchange item(s) due to manufacturers' defect only.

The item(s) must be returned within 7 days of purchase in its original packaging and condition (unused and unsoiled) to Superpets @ Jalan Kelulut, 18 Jalan Kelulut, S809035 between 11am - 9pm excluding Public Holiday. We will require the original tax invoice as proof of purchase from

We encourage you to help us check for defects before accepting our delivery. Please note that the item(s) cannot be exchanged without the original tax invoice and we reserve the right not to accept the item(s). All sales of Gift cards, e-gift certificates, un-exchangeable goods and any items marked as Sale are final.

FINAL SALE items cannot be returned for exchange or credit. Un-exchangeable goods include(but not limited to) pet muzzles, e-collars, apparel, undergarments and footwear. Repacking products are non refundable & non exchangeable.

Your credit card will be charged accordingly to the terms and condition of the bank policy.
Please check with your bank.

You cannot include your In-store membership to our Online membership account.

Both memberships are giving different promotions and rebate schemes and therefore, they are not linked.
For our online website, you will need to create a new account if you wish to place an order through our website.

If you prefer to enjoy your In-store membership, just drop us an email or give us a call! We will assist you and guide you along your ordering!

To find the product(s) you're looking for, you may (1) use the navigation menus on the top right of our website. (2) Type a keyword into the SEARCH box. If you have any trouble locating a product, feel free to contact customer service for assistance.

To navigate this website, simply click on a category you are looking for or simple choose brands to search for the specfic brand you want. 
You can also choose to type and search on with our search bar to help you to look for your items.

If you need assistance, please do contact our customer officer.

After adding items to your cart, click the "View Cart" link at the top right of this site to view your cart. You'll see a box where you may enter your coupon code.

Do keep checking for any newest, latest promo code available to use!

Click the "My Account / Order Status" link at the top right hand side of our site to review your orders.
You may compare your order history on our website, with your financial records.
If you have further questions or concerns, please contact customer service for further assistance.

Should you required an invoice for your order, please do email us at

Do drop us a call at 64588072, or drop us an email at to let us know which product you would like to have, and we will do our best to carry that product.

Unfortunately, we do not offer international shipping at this time.

No, we are strictly against selling of pets, we encourage adoption instead. We do sell all kinds of pet food (for dogs, cats, hamsters, guinea pigs, gerbils, chinchillas, rabbits and fishes), cages, pet accessories (like collars, muzzlers, pet trays etc), cat litter and pet treats amongst many other products you will find at our website.

Huat Hock Pte Ltd (Superpets) is committed to provide you with the best value at the best price. Your business is important to us and we strive to keep our products at affordable prices to suit all your needs!