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FREE SHIPPING over $60. Delivered in 2 Days

FAQ - Questions You Might Have

This page provides you with answers to questions you might have while shopping here at Kohepets. If you still have further queries, please E-mail us at [email protected]

You could also call/whatsapp us at 82288125 or drop us a message on Facebook Messager HERE Our customer service staff are all ready to help!

General

Do you sell live animals?
No we do not sell live animals.

Can I mix and match flavours for items on promotion? (Eg. Buy 2 Get 1 Free)
Unless stated otherwise, we do not allow items of different flavours to be mixed.

Registration

Can I place an order without creating an account?
To make a purchase on Kohepets, you could either do so as a registered user or as a guest.


What are the benefits of being a registered user?
If you are a registered user with a account here at Kohepets, you get additional benefits and perks such as:

  • Proceeding through checkout faster when making a purchase for those that have a hectic work schedule.
  • Check the status of your orders.
  • View past orders and quick re-ordering options.
  • Earn Kohepoints that enable you to enjoy major rebates on ALL STORE ITEMS, including products on promotions.
  • Store alternative addresses for deliveries to multiple family members or friends.


So why am I able to order as a Guest and what do I lose out on?
We understand that people might not be too keen to register for an account due to a busy schedule or when trying out Kohepets as a first time customer. Guest purchases are welcomed for customers who want to test out our goods and services before registering.


Prices

All prices given on the website are final prices with no hidden cost. We do not charge GST, therefore, GST will not be added to your purchase. You’ll be happy to know that the price you see is what you’ll pay.


Your price of a certain item is slightly high, I can get it cheaper from another pet store!
Providing quality goods and service for you and your pets are our top priority. Thus, we do not engage in needless price competition that may compromise the quality of our goods or services. Eg. selling stock with nearer-expiration dates or compromised good.

But the price of a certain item is still too high when compared to other stores.
If you feel that an item is overpriced when compared to the market average, please do let us know which ones and we will review the item in question. We will try to adjust our prices for all our customer’s benefits within reasonable grounds.

Could I get a discount?
Why yes you can! Beside earning Kohepoint as a registered customer that enables you to get even more savings as you spend, Kohepets discount codes are even out at events we attend! Just approach us to get one.

Can a use Kohepoints even though I have already entered a Discount code?
Sure! why not? You can apply your Kohepoints rebate on top of a discount code, but please note that only one discount code may be used at a time.

Orders

How soon is my order confirmed?
Your order is confirmed once you receive an order confirmation from us via email, which includes an order reference number. If, for whatever reason, we cannot process your order, we will contact you on the phone number you have provided us.

What happens if a item I ordered is Out of Stock? I need my supplies soon.
If a product is Out of Stock, we will also contact you to advise you on the expected waiting time. We’d also be happy to make alternative recommendations if you can’t wait for the Out of Stock product to arrive.

I’m having trouble with placing my order online! Help!
Don’t worry, if you are unable to place your order online or have trouble using our website - give us a call at 82288125 and we’ll assist you in getting your order sorted out.

I would like a certain color of the product I ordered but there is no colour selection indicator. What should I do?
Do take note that a few products are provided to us are given at random by our suppliers, that’s why there is no option to select a colour. However, you can indicate your preference in the ‘Addition Delivery Instructions’’ box and we’ll try to obtain it for you if we have the stock.

I have special requests for how I would like my items to be packaged/delivered. How do I inform Kohepets?
Any additional request may be filled out in our ‘Additional Delivery Instructions’ box when ordering. If what is requested is not possible, we will contact you to try and find an acceptable alternative.

When is the product I ordered expiring?
All our products have a minimum of 6 months shelf-life unless stated otherwise.

Payment

What methods of payment does Kohepets accept?
Kohepets uses PayPal, Credit Cards and Cash on Delivery for payments. PayPal is an absolutely secure payment method that will allow you to conveniently pay for your order by directly accessing your PayPal account. For customers without a PayPal account, you can simply enter your credit card details into the PayPal interface each time you shop.

Is payment done through PayPal secure?
The data relevant to your PayPal account and credit card details is managed by PayPal, and never revealed to us. PayPal will inform us via email that your payment has been carried out, after which, we will arrange for your order to be delivered.

Help, I think your site is insecure! My Credit Card was recorded having suspicious activity after shopping there!
Here at Kohepets, all your data and information entered is handled by your chosen various payment parties. We do not contain any of your personal credit card details or payment account information in our databanks. Auto-fill information appearing on our website for personal details are all stored on your personal device. Therefore, please keep your device secured with Anti-Virus programs as well as Anti-Spyware programs.

Will there be other methods of payment available in the future?
Yes! Kohepets is continuously adding new methods of payment for our customer's convenience. If you are unsure of which payment methods are accepted, do drop us a message or call us.

Delivery

Is delivery free?
Delivery is free for orders S$60 and above. If your order falls below S$60, there will be a delivery charge of S$8. This fee will be added to your order at time of checkout. {Tip: if don’t quite qualify for the free delivery, why not add on an extra bag of treats or a toy to get your order delivered for free. You’ll save yourself the fee and get a little something extra for your dog - they’ll love you for it!}

How do I arrange for a delivery time & date?
We will contact you within 2 working days (usually as fast as 1 day) to arrange your preferred delivery date and time or you could specify a preferred delivery date and time in the ‘special delivery instructions’ section at your checkout page.

What happens if I’m not home at the specified delivery time?
Do not fret, please try to be available at the specified delivery date and time or have someone home to receive it. In the event that no one is present to receive the delivery, we will contact you to request for further instructions on how to proceed.

Do you provide international shipping?
We are currently unable to ship outside of Singapore, and do not offer international shipping.

Hi, I’m from another country but will be visiting Singapore. How could I purchase your products?
If you are visiting Singapore for a short period of time and would like to purchase our products, please place your order in advance specifying your preferred delivery date and notify us of where you would like your order delivered. (eg. Hotel Name & Room Number)

I live in Malaysia but would love to purchase some of your products. What can I do?
For our customers who live across the causeway, please call or message us when placing an order for self-collection so that we can ensure that we have the items you need in stock. Collection details will be provided once your order has been confirmed.

Exchange Policy

What is your exchange policy?
Whilst we make best efforts to check for quality and quantity accuracy at our distribution centre, we strongly advise you to check your order at the time of delivery to ensure the order is correct and the goods are not damaged.

I ordered an item eg. harness that doesn’t fit my dog! What do I do?
We will accept the exchange for a different sized item pending on the state of the item/s returned. Please do note however that you will be required to come down to our office for the exchange or pay an additional $8 delivery fee.

What do I do if I have a problem with some items delivered?
In the unlikely event that there is a problem, you will need to let us know within 4 days of the delivery of the order by writing to us at [email protected]

    We will exchange the product if :
  • it was delivered in a damaged condition or is past its expiry date
  • it has a manufacturer’s defect
  • the wrong product was delivered

What do I need to do for a exchange?

    For an exchange to occur, all goods to be exchanged must be:
  • returned unused and in its original packaging and condition
  • accompanied by the order confirmation, with order reference number, as proof of purchase from Kohepets

If the above conditions are met, we will arrange to collect the goods to be exchanged and send a replacement at the earliest available time, and the delivery charges will be taken care of by us.

Refunds

What if the item I ordered is Out Of Stock or unavailable?
Should any of our goods be unavailable after order confirmation and payment, we will call you and let you know immediately. You can choose to get a refund on the unavailable product, or you may decide to wait for the product to come in or select an alternative one. If an alternative product is selected and there is a price difference to the original product, you will need to pay the increment, or if it is lower, we will refund you the difference.

How is the difference in price reimbursed when choosing an alternative product? I’ve already paid via PayPal.
Any reimbursements will be carried out directly to your PayPal account and PayPal will send you a communication of the reimbursement.

Click HERE to view the Terms & Conditions.