How do I know if my order has been confirmed?

You will receive an auto-response upon ordering, showing that our system has captured your information and we’re on it! A customer service officer will then contact you within 1 working day to schedule the delivery, thus confirming your order.

How long do I have to wait for my pet’s orders?

Orders will be processed within 1 working day and we will strive to deliver within 2 to 4 working days from date when order is placed. Our delivery time for weekdays will be in the morning 10am to 12pm or early noon from 12pm to 2pm. For night delivery, the timing will be between 9pm and 10pm. For weekends delivery, we will try to adhere to your timing.

What should I do if my desired item(s) is(are) out of stock?

We will first contact you for notification, then inform you how long you have to wait for the stock to come in, 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.

How do I change quantities or cancel an item in my order?

All changes to an order are to be made within 24 hours after ordering. Please contact us at 84827582 or email us at info.thepetsatelier@live.com.sg

Delivery Service/Payment Methods


Do you have any delivery charges for your delivery services?

For orders above $100, we offer free island-wide delivery. For orders below $100, there will be a surcharge of $10.

For all orders with shipping addresses within the ERP zones, there will be an additional $3.00 surcharge. 

What are my payment choices?
 
We offer the following payment methods:

1.    Paypal / Credit Cards

2.    iBanking (Online funds transfer)
       Bank Details : UOB Current – 395-303-552-7
       

Cash on Delivery as a payment method

Can I do self-collection?

Yes, please contact us in advance(at least 1 working day of lead time) so that we have sufficient time to prepare your order before collection. You can do so by indicating 'Self-collection' when placing your order online in the comments form, or notifying us when placing your order through the phone.

Self-collection is available at The Pets’ Atelier from 2pm - 8pm, Wednesday – Friday and 10am – 9pm on Saturdays and Sundays. We are located at Blk 133 Ang Mo Kio Ave 3, #01-1649, Singapore 560133.
Please take note that we are closed on Mondays and Tuesdays.

Is there GST charges on top of your discounted prices?

No, we absorb GST.

Is international shipping available?

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


Returns and Exchanges

Can we exchange goods?

Thank you for shopping at The Pets’ Atelier
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).

• We will require the original tax invoice as proof of purchase from The Pets’ Atelier 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.

Guarantees

Low Price Guarantee

The Pets’ Atelier 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!