Discover more in our FAQ
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Support hours: Monday-Friday, 7am-3pm
How long does shipping take?
How long does shipping take?
Shipping typically takes 5-7 business days within the United States. For international orders, shipping can take 10-15 business days, depending on the destination and customs processing times. You will receive a tracking number once your order has shipped so you can monitor its progress.
Does my piece come in any packaging?
Does my piece come in any packaging?
Yes, all our skincare products come in protective and aesthetically pleasing packaging to ensure they arrive in perfect condition. Each product is securely wrapped, and we use eco-friendly materials whenever possible. Additionally, many of our products come in recyclable containers to support sustainability.
Do you ship internationally?
Do you ship internationally?
Yes, we do ship internationally! We offer worldwide shipping to ensure customers around the globe can enjoy our skincare products. Please note that shipping times and costs may vary depending on the destination country. International customers may also be subject to customs fees or import duties imposed by their country's customs authorities.
What payment methods do you accept?
What payment methods do you accept?
We accept a variety of payment methods to make your shopping experience convenient. These include credit cards (Visa, Mastercard, American Express), PayPal, and, in some regions, alternative payment methods such as Apple Pay or Google Pay. Rest assured, your payment information is secure and protected during the checkout process.
What are your sizing options?
What are your sizing options?
We’re sorry to hear that you’re unable to place an order. Please contact Customer Service and we will work on resolving the issue as quickly as possible
Natural self care products
When you shop online with us at Superpets, you can expect swift checkouts and seamless order tracking processes. In addition, when you register for our Superpets online account, you can accumulate points while you shop, leading to compelling savings.
How much is shipping? How to get free delivery ?
How much is shipping? How to get free delivery ?
$5 for standard delivery. If you require 24 hour delivery, its at $20. Do note that there are areas we can't deliver!
How long will my delivery take?
How long will my delivery take?
Standard Delivery will take from 2-4 days.
Do you offer same-day or next-day delivery?
Do you offer same-day or next-day delivery?
Yes we offer 24hour express delivery for a fee!
Can orders be combined from multiple stores?
Can orders be combined from multiple stores?
Yes! We try to process from a single store to speed up delivery.
What happens if my package is missing or delayed?
What happens if my package is missing or delayed?
In the rare case your package isnt delivered within 5 days, do allow us up to 7 days from your ordered date to fulfil your order. Otherwise you can drop us a message or email at enquiries@superpets.sg to check on the progress.
How often do you restock sold-out items?
How often do you restock sold-out items?
Every brand have different restock duration. In the event the product you are looking for is sold-out, you can message us to check how long before the next restock.
Can I be notified when a product is back in stock?
Can I be notified when a product is back in stock?
Yes! With an account, we can notify you of the products you previously bought whenever they restock.
Are product photos and weights accurate?
Are product photos and weights accurate?
Yes, they are as accurate when updated.
What payment methods do you accept?
What payment methods do you accept?
We accept the majority of local payments such as Credit Cards, Paynow, Bank Trasnfer.
Do you offer payment on delivery (COD)?
Do you offer payment on delivery (COD)?
Unfortunately we do not accept Cash on delivery now.
How can I use promo codes or loyalty points?
How can I use promo codes or loyalty points?
To use your loyalty points, they will be shown at Checkout and you can decide to use it. To use Promotional codes, there will be a box at checkout for you to enter the code you have
What’s your return / refund policy?
What’s your return / refund policy?
We understand that taste or preferences may change. We allow unopened products we allow up to 14 days after date of purchase. For hygiene related products once opened, we do not accept returns/refunds for hygiene reasons.
What do I do if I receive the wrong item?
What do I do if I receive the wrong item?
In the event you received the wrong product or flavour, you can contact us or email to us regarding the order and we will rectify for you.
Which food is best for allergies or sensitivities?
Which food is best for allergies or sensitivities?
Understanding every pet has their own unique allergies and/or sensitivities, different brands have different ingredients to cater to your pet allergies and/or sensitivities. Message us if you require additional assistance in understanding the food ingredients.
Can I get recommendations for my pet’s life stage?
Can I get recommendations for my pet’s life stage?
Yes 100% we want to provide a trusted solution for you ever starting in 2011. Drop us a message or email to enquiries@superpets.sg to get a recommendation based on your pets life stage and diet requirements.
Are your products veterinarian-approved or certified?
Are your products veterinarian-approved or certified?
Every Brand has different formulation origins. If a brand is Vet formulated it will be stated. For products that are exclusive to veterinary clinics, unfortunately we retailers are not allowed to carry them.
What ingredients are in your wet/dry food?
What ingredients are in your wet/dry food?
Do look at the ingredients tab on our product page to find the ingredients used in the brands wet/dry food.
What type of cat litter is best for dust-sensitive cats?
What type of cat litter is best for dust-sensitive cats?
For a dust sensitive Cat, we would recommend using one that is actually dust free. You can message us or email us to get a personalised recommendation.
How often should I replace litter or pee pads?
How often should I replace litter or pee pads?
You should ideally replace them daily or after each use. For cat litter box and pee trays, it is also recommended to do a deep clean once a month.
Which toys or accessories are best for anxious pets?
Which toys or accessories are best for anxious pets?
You can browse at the selection of pet toys and/or supplements for help with anxious pets especially in scenarios of shifting houses/visiting/new environments.
Do you have physical stores I can visit?
Do you have physical stores I can visit?
Yes we do have multiple physical locations for you to visit and browse the products. You can click here to see the closest location to you.
How do I earn and redeem loyalty points?
How do I earn and redeem loyalty points?
With every purchase you will earn points which you can redeem on your next purchase both online and instore.
Can I pick up my order in-store?
Can I pick up my order in-store?
Yes you can select self pick up instore.
How is your super diamond tier different from other pet shops?
How is your super diamond tier different from other pet shops?
We believe in keeping pet care affordable, hence we focus on providing our valued customers like yourself the ability to purchase more for your buck every month.
Do you sell prescription diets or supplements?
Do you sell prescription diets or supplements?
Unfortunely prescription diets are only sold by the vet. However we do have supplements that are available over the counter, you can browse them by click here.
Are there age or breed-specific products recommended?
Are there age or breed-specific products recommended?
Yes, Some products are recommend are certain age group. And we do carry products that are breed specific, for example ‘Dr Gary BestBreed’ has multiple breed specific formulations.
How can I contact you (WhatsApp, email, hotline)?
How can I contact you (WhatsApp, email, hotline)?
You can contact us via whatsapp, email or the chatbot to get your enquiry answered.
What are your customer service hours?
What are your customer service hours?
Our office hours are 10am-6pm, but we work 24/7 to try and respond whenever we can as we understand as pet owners ourself.
There was an unhappy incident or a great feedback i would like to commend you guys for how can i share?
There was an unhappy incident or a great feedback i would like to commend you guys for how can i share?
If you are ever faced with any unfortunate incident do drop us a message, email sharing the details of the incident for us to have a better understanding and investigation if needed. If you felt our service was remarkable and/or outstanding, a google review would mean so so much to us and the team whenever we see another pet owner enjoying our service.
