Frequently Asked Questions
General Information
What is SG Pet Pharmacy, and what services do you offer?
• We are an AVS-licensed online pet pharmacy in Singapore, providing prescription and non-prescription medications, supplements, and pet healthcare products.
Do I need a prescription to order medications for my pet?
• Yes, for prescription medications, we require a valid prescription from a licensed veterinarian in Singapore, as per AVS (Animal & Veterinary Service) regulations.
How do I place an order?
• Browse our products, add items to your cart, upload a valid prescription (if required), and complete payment. We will verify your order before processing.
Is your pharmacy licensed and accredited?
• Yes, we comply with AVS regulations and ensure all products are sourced from reputable suppliers.
Prescription Medications
How do I submit my pet’s prescription?
• You can easily upload a scanned copy of your pet’s prescription during the online checkout process. If you need any assistance with this, feel free to reach out to our support team—we’re happy to help!
Can you contact my veterinarian for a prescription?
• Yes, with your permission, we can liaise with your vet to obtain the necessary prescription.
Can I purchase prescription medications without a vet visit?
• No, prescription medications require a valid vet consultation as per Singapore’s veterinary laws.
What if I don’t have a prescription?
• If you don’t have a prescription, we can help arrange a physical or online consultation with a licensed veterinarian in Singapore. This ensures your pet gets the right medication safely and in compliance with AVS regulations. Feel free to contact us for more details on booking a consultation.
Can I transfer a prescription from another pharmacy?
• Yes, if it is from a licensed Singaporean pharmacy and within its validity period.
Can I refill my pet’s prescription online?
• Yes, provided the prescription allows for refills and is still valid.
Ordering & Payments
What payment methods do you accept?
• We accept credit/debit cards.
Can I use pet insurance to pay for medications?
• Some pet insurance providers cover medications. Please check with your insurer before placing an order.
How can I track my order?
• Once your order is processed, you will receive a tracking link via email.
Can I cancel or change my order after placing it?
• Orders can be modified before processing. Please contact us immediately if you need to make changes.
Shipping & Delivery
What are your shipping options and delivery times?
• We offer standard (2-4 days) delivery within Singapore.
Do you offer same-day delivery?
• At the moment, we do not offer same-day delivery, but we’re always looking at ways to enhance our service and may consider it in the future.
Can you ship medications outside Singapore?
• No, we only deliver within Singapore due to regulatory restrictions.
What should I do if my order is delayed or missing?
• Contact our support team with your order details, and we will investigate promptly.
Product Safety & Usage
How do I know if a medication is safe for my pet?
• Always consult your vet before administering new medications. Follow dosage instructions carefully.
Can I return or exchange a medication if my pet has a reaction?
• No, we cannot accept returns on prescription medications. If your pet has an adverse reaction, consult your vet immediately.
What should I do if I suspect an adverse reaction to a medication?
• Stop the medication and seek veterinary assistance. Inform us so we can advise on next steps.
How should I store my pet’s medication?
• Store in a cool, dry place away from direct sunlight. Some medications may require refrigeration—check the label for details.
How can I dispose of unused or expired medications?
• Do not flush medications down the drain. Return them to your vet or dispose of them in sealed packaging to prevent environmental contamination.
Returns & Refunds
What is your return and refund policy?
• We accept returns for defective or incorrect items within 7 days. Prescription medications are non-refundable.
Can I return prescription medications?
• No, due to AVS regulations, prescription medications cannot be returned or resold.
What if I receive the wrong medication or a damaged product?
• Contact us immediately with a photo of the issue, and we will arrange for a replacement.
Account & Customer Support
Do I need to create an account to order?
• No, but having an account allows you to track orders and manage prescriptions more easily.
How do I reset my password?
• Click “Forgot Password” on the login page and follow the instructions.
How can I contact customer support?
• You can reach us via WhatsApp or email during business hours. Contact details can be found on our customer support page.
What are your customer service hours?
• Monday to Friday: 11am to 5pm. | Closed on Saturdays, Sundays & Public Holidays.