Frequently Asked Questions

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Frequently Asked Questions

Membership and Rewards

TheOnePet welcomes guest users to place an order without registering for an account, however, there will be extra perks and benefits available for registered users only. 

By registering as for an account with TheOnePet, you will be entitled to additional perks and benefits such as:

  • Smoother and faster check out as your details are saved in the account
  • Check the status of your orders
  • View past order histories and re-order
  • Earn TOP points for rebates on every purchase made
  • Save multiple addresses should you be ordering for your friends or family
  • Receive the latest news on pet-related promotions, products and events

By purchasing TOP Platinum membership, you will be entitled to all benefits as a registered user with additional benefits of:

  • Additional 5% discount off all your instore purchases excluding promotional items and services
  • Enjoy priority delivery services if all items are instock
  • Entitled to Platinum member only promotions
  • Priority for exclusive events and activities and complimentary gifts at pet events

You can drop us an email at with the title: Purchase of Platinum membership. Our 1 Year Platinum membership and renewal fees are as of below:

  • New membership: SGD 6
  • Renewal: SGD 5
  • Free Renewal (for purchases above SGD 200 accumulated in the last 30 days)

TOP points are essentially rebate points for every purchase made via our webstore! For every dollar spent on our webstore, your account will be automatically be credited with TOP points to be used on your next purchase

Every SGD 100 spent, you will be credited 100 points, 100 points = SGD 1

Your TOP points will expire 1 year from the date it was accumulated.

Yes you may use TOP points to rebate on promotional items. TOP points can also be used together with discount vouchers, however do note that only 1 discount voucher may only be used at any one point of time.


Your order is confirmed as soon as you received an order confirmation email. However, should the be any reason that we are unable to process the order, we will contact you via the mobile number or email that you have provided us with

We will try to process your order within 2 working days (fastest 1 working day)


TheOnePet provides a few delivery options at our store:

  • Singpost normal mail – up to 1kg: $2
  • Small package courier -up to 4kg: $5
  • Local courier delivery: $10
  • Free delivery: For orders above $60
  • Self-Collect by appointment: Free of Charge

- Play a Sure Win Lucky Draw from TheOnePet Pte Ltd should you choose to self-collect when your order is above $60

If you have opted for the following below:

  • Singpost Normal Mail: 3~7 working days (TheOnePet Pte Ltd will not cover for any lost of mail)
  • Small package courier: 2~3 working days
  • Local Courier Delivery: 1~3 working days
  • Free Local Courier Delivery: 1~ 3 working days

Oh no! Our fur pal ran out of food! Due to our hectic schedule there are many a times that we overlook matters as such. Fret not! TheOnePet will do our best to help. Contact us at +65 8174 7483 to arrange

Customers are advised against choosing Singpost Normal mail for urgent orders.

Our local courier delivery partners are able to provide next day delivery, however do note that there will be extra charges applicable. Do contact us at 8174 7483 should you require an urgent delivery

Should you like to make arrangements to pick up the order do contact us at 81747483 and a friendly team member would be happy to help you out!

International Shipping

Unfortunately, free shipping services are only applicable locally in Singapore (with the exception of exclusion zones), however, if you are a paw parent from overseas you can have your parcel shipped overseas with by paying additional shipping charges. You can estimate the shipping costs via here. [link ]      

Do note that the overseas shipping charges are charged via a third-party logistics services in relation to the weight of the parcel, packaging weight included, and TheOnePet do not profit from such charges. Do contact us via for assistance. We are also contactable via WhatsApp, Wechat and Line.

Should you be visiting Singapore for limited time and would like to place an order, kindly place the order in advance, specifying the dates that you will be in Singapore to receive the order and how would you like to receive the order.

For hotels, you may check with your hotel prior to delivery if their concierge would be able to receive your package in advance.


TheOnePet currently accepts various payment methods:

  • Credit Card via Stripe
  • PayNow /PayLah /Bank Transfer
  • Grab Pay


Repacking of Goods are chargeable at SGD 4.00. Repacking of pet food will only be performed upon acceptance of our Repacking Policy.

TheOnePet Pte Ltd practices good hygiene and uses quality bags to repack our goods.

  1. Condition of repacked dry food might be altered as compared to when it is in original packaging from the manufacturer.
  2. Any warranty or guarantee on the quality or function of the pet food will be null and void for repacked food. TheOnePet Pte Ltd will not be liable if there are any bugs, mould, worms etc found in the repacked food after purchased.
  3. All repacked pet food is non-exchangeable and non-refundable.
  4. TheOnePet Pte Ltd will not be held responsible for any damages, refunds, claims or liability whatsoever, including and not limited to illness or death arising out of or in connection with the repacked food.

Please be informed that for any repacked pet food:

  • Each pack is estimated to be of similar size/weight, except for the final pack which may not be the same due to the residual content. While cross-contamination is minimized as much as possible, this product is repacked in a facility where other brands of pet food are also handled.