FAQ

How do I make a purchase?

  1. To place an order, make sure you are logged into your account or signed in as guest.
  2. Next, search for the items you would like to order and add the products to your cart.
  3. After you add something to your cart, you can keep shopping or check out. You can always click the cart in the upper right corner of your screen to view your shopping cart or proceed to checkout. 
  4. On the checkout page, confirm your shipping address, select your payment method and review the items in your cart before placing the order. When you’re ready, click the button that says “Complete Order" and we’ll send you an email confirming your order. 

 

How long does it take to get my order?

Once your order has been confirmed, it will be delivered within 1 to 3 working days*.

In the event that the item has run out of stock, you will be notified as early as possible with 2 viable options:

  • Refund for the item that is not available
  • Replace the item with alternative product

Otherwise, you can still opt to wait for the items to arrive while we provide regular updates.

*For goods still in transit from suppliers, delivery may be slightly delayed. For such cases, you will be notified in advance.

 

How much is delivery?

Orders over S$30 are delivered for free!

All other orders less than S$30 will be delivered at a flat rate of S$5.00.

     

    How do I purchase and enquire about products not listed on the website?

    Some brands are yet to be listed on our website but we can quote you a price and provide other information you may need upon receiving of your enquiries. 

    We have reliable local partners who are able to deliver the goods to us at short notice, so don't worry about the lead time and delivery.

     

    What information do I need to check out?

    Our checkout is easy, fast, and secure. Enter your shipping address and payment method, then place your order!

     

    What forms of payment do you accept?

    We accept Visa, MasterCard, American Express, Apple Pay, Google Pay, Shop Pay and PayPal.

    We also accept payments via PayNow, GrabPay and FavePay.

     

    I have a discount code. How do I apply it?

    Applying a discount code is simple!

    At checkout, simply type the code into the box that says “Discount Code”

    Then, click the button that says “Apply” and the discount will be reflected immediately. 

     

    How do I request a return or replacement?

    Our return policy is simple and worry-free: If you're not 100% unconditionally satisfied with your pet supplies, you can return them within 7 days of purchase.  If you would like to request a return or replacement, please send us an email or WhatsApp message with your order number.

    We do not accept returns or exchanges on products that have been used.

    However, if the goods you received is incorrect or damaged, we will gladly exchange it for you or provide a refund on a case-by-case basis.

     

    How do I contact customer service and what are your customer service hours?

    You can reach out to us at (+65) 88318816 via WhatsApp anytime, day or night – we're available 24/7.

    You can also chat or email sales@elfapetsupplies.com, and we'll get right back to you with a response.