FAQs

Q: I have signed up to Pets’ Station but cannot login with my password. Why?

One of the possible problems is that your account is not verified.
An email with verification link had been sent to your registered email address for verification, please click on the verification link to activate your account.
Alternatively, kindly contact us at pscart@petsstation.com.sg for technical assistance.

Q: I have a user account with Pets’ Station but forgot my password, what should I do?

It is easy, go to My Account page and click on the “Forgot Password” link.
You will be prompted with a window and please enter your email address (it must be the same email address you registered with Pets’ Station.
The password will be sent automatically to the registered email address.

Q: I have a user account with Pets’ Station, how do I change my personal info and shipping address?

Go to My Account page, login and you can modify your account details there

Q: How do I know Pets’ Station latest news and promotions?

Just subscribe to our newsletter, which we published periodically to get latest updates about our New Arrivals, Best Seller Products and Special Deal.

Q: How can I unsubscribe from the newsletter mailing list?

You can unsubscribe by email us at pscart@petsstation.com.sg with the message title “Unsubscribe” and we will remove your email from the mailing list.

Q: What is the Processing Time for each order?

Once your order and payment is received, we will contact you to arrange for delivery. It takes up to three (3) working days to five (5) working days (excluding weekends and public holidays; subject to stock availability) is required for us to process your order. 
After your payment has been processed, your items will be dispatched and delivered within 3 working days to five (5) worknig days

Q: Does Pets' Station provide any Delivery Service?

Delivery is FREE for goods purchased above SGD$55.00 and delivered within Singapore. 
Otherwise, there will be a SGD$20.00 (inclusive of GST) delivery charge imposed for purchase below SGD$55.00. 
Delivery timing is from Mondays to Saturdays, 12pm to 6pm (exact timing varies depending on location of delivery). 
There’ll be surcharge of SGD$5.00 (inclusive of GST) for Central Business District (CBD) area from Mondays to Fridays, except Saturdays (2pm to 5.30pm).
For other timings, a delivery fee of SGD$15.00 (inclusive of GST) will be imposed. In the event that a wrong address was given, a surcharge of SGD$20.00 will be imposed for another delivery to be made.

Q: What kind of payment options does Pets’ Station offer?

DEBIT / CREDIT CARD via OCBC PAYMENT GATEWAY (Visa or Mastercard)

Q: How secure is shopping with Pets’ Station?

We want your online shopping to be worry-free, so we use SSL (Secure Socket Layers)*, the industry standard encryption standard for online purchase. All of your personal information, including your credit card number, is encrypted by SSL while you are placing the order.
SSL encrypts your order information to avoid the decoding of that information by anyone other than Pets’ Station.

To check the security of your connection, look at the URL address bar of your browser window when you begin to checkout. If you see an unbroken key or a closed lock (depending on your browser), then SSL is active. When accessing a secure server, the first characters of the site address will change from "http" to "https".

We endeavor to make every transaction you make at Pets’ Station 100% safe. This means that you pay nothing if unauthorized charges are made to your card as a result of shopping at Pets’ Station.

SSL available only if you make payment through our payment gateway like OCBC payment gateway.

Q: When I click on the button "Payment", nothing happens after that. Why?

Please examine the settings of your internet browser if pop-up blocker is turned on. We need the pop-blocker to be turned off. 
For Internet Explorer users, go to Tools->Pop-Up Blocker->Turn-Off Pop-Up Blocker.<

Q: How do I know if my payment has gone through?

When you submit your payment details, the payment service will request authorisation from your Card Issuer and carry out any fraud screening checks on Pets’ Station. Depending on the outcome of the authorisation request, you will see either a successful or a failed message on screen which will confirm the result of your transaction.

A successful payment will also be confirmed by email. This email will include the details of your purchase and your Transaction ID, which is a unique reference for your payment, and should be quoted on any correspondence with Pets’ Station. It will be sent to the email address you have provided when entering your payment details.

If you receive more than one email and you have only made one purchase, please contact Pets’ Station and inform us that you have placed multiple orders by mistake. We will arrange a refund if necessary.

Q: Why my payment was declined?

This could be for many different reasons. Reasons why your payment was declined include:
- Some of the card/personal details entered do not match the information held by your Card Issuer
- You do not have enough cleared funds on your card to cover the amount of the purchase
- Your card has been reported as lost/stolen and been cancelled by your Card Issuer
- Your card has or is due to expire and has been replaced by your Card Issuer
- Your card has recently been replaced by your Card Issuer but not yet activated
- Your card cannot be used to pay for goods/services in a Cardholder-Not-Present environment (online/over the internet)
- There may be a problem with your Card Issuer’s authorisation system
- You haven't activated 3-D Secure (Verified by Visa and MasterCard SecureCode) of your card

If you are sure that one of the reasons above does not apply to your payment attempt, we recommend that you try again. However, should the problem persist, please contact your Card Issuer to find out further information.
If this means you are unable to pay by debit / credit card, please email us at pscart@petsstation.com.sg. 

Q: Can I return an item after it is delivered to me?

Yes, you can. However, there are terms and conditions for this. Please refer to the Return & Refund Policy for more information on this. 

Q: What is Pets' Station return and refund policy?

Please refer to the Return &Refund Policy for more information on this.

Q: What is the Warranty for Goods / Services provided?

All our goods and/or services will serve their intended functions. 
All warranty conditions are stated in the product and/ or service information provided, unless the distributor/manufacturer has provided none.

Q: I can't find a particular product/item I want from Pets’ Station online store, what can I do?

Kindly contact us at pscart@petsstation.com.sg or call us at +65 6363 1121 for further enquiries.
We will try our best to assist you or recommend you an alternative.

Q: Does Pets Station provide re-packing services?

With effect from 3rd April 2017, Pets’ Station no longer provides re-packing services.

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