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 FAQs during Covid-19 

 

  SN

Questions

Answer

  1

Is Pet Lovers Express open during the Covid-19 CB period?


Yes, they are open throughout the Covid-19 CB period, for as long as the NTUC Fairprice that they operating in remains open.

You can find Pet Lovers Express at these NTUC Fairprice outlets:

-Marine Parade

-Bukit Timah Plaza

-Kallang Wave

-Vivo City                             

The operating hours for Pet Lovers Centre Express is the same as the NTUC Fairprice outlets they are in.

 

  2

Can I collect my orders at Pet Lovers Centre warehouse during this Covid-19 CB period?


There is no collection point at our warehouse due to Covid-19 CB measures.

For urgent purchases, you can opt for 1Express Delivery when making an order online. Alternatively, you may visit any of our Pet Lovers stores, which remains open. Pet Lovers Express, located within selected NTUC Fairprice (Marine Parade, Bukit Timah Plaza, Kallang Wave & Vivocity) are also open to serve your needs. 

1Express Deliveries are available in limited slots for orders before 10am on Tues-Fri (excl PH & eve if PH) & only with items of 'Available' stock status. A surcharge of $10 is applicable. 


 

  3

Do you carry the full range at Pet Lovers Centre Express?


The following brands are retailed at Pet Lovers Express:

- Burp

- Fish 4 Dogs

- Fish 4 Cats

- Trustie

- Little Big Paw

- Byopets

- Menforsan Shampoo

- 1st Choice
 

  4

Why does it take a long time for a page to load?


We have earlier increased our servers to cope with the increase in online traffic and you should not be experiencing a significant lag in each page load at this moment.

However, in the event of a new surge in online traffic due to the Covid-19 situation, you may face intermittent slow speed on our site. We’d advise to visit our site again at a later time if you still encounter a slow loading speed at our website.

Please ensure also ensure that you have a full network signal while visiting our site. 
 

  5

My delivery did not arrive. What should I do next?


The earlier surge in online orders have led to delay in deliveries. We have since scaled up our delivery fleet and cleared the backlog of online orders.

We are now back on track to meet your needs for your fur kids’ pet essential according to your selected delivery dates.

However, if you still did not receive your order, please write it to us via our Contact Us page with your order number. Our delivery team will look into your concern and contact you shortly. We seek your kind understanding & patience in the event our response takes a longer time than usual.

We are currently not taking any calls as our delivery team is busy processing the huge increase in online orders. 

 

  6

Can I add more items to an order that I have just placed?


Unfortunately, you are unable to do so. You may place a fresh order on our site instead.

 

  7

Why are some of my items not delivered?


Due to an overwhelming surge in online orders, items with 'AVAILABLE' stock status will be prioritised for delivery. We will do our best to fulfill items with 'IN STOCK' or 'SPECIAL ORDER' stock status. You may find the stock status of the items you ordered in your order confirmation email.

We seek your kind understanding that some items are not delivered because our supply chains have been temporarily disrupted & some items featured on our website at the time you placed your orders were already out of stock when we started packing your order. In the event that we are unable to fulfill any of these items, any discounts, promotions or waiver of associated fees applied on these items will be invalidated when the orders are processed. We will inform you via email & you will not be charged for items we cannot fulfill. 

We appreciate your kind verification of the amount charged to your credit card before you contact us with your concern of being overcharged. Kindly provide us with your order number should you submit a request to us.
 

  8

Is there any measures taken to keep our items safe from the Covid-19 virus as best possible?


We have taken the necessary precautions for the health & safety of our customers, staff & pets. We have stepped up the cleaning of our stores, warehouses and delivery fleet in furtherance of and adherence to the health and hygiene standards set by national and international authorities. Our employees have also been included in our ongoing efforts to follow such standards when it comes to yours and their health and safety. We have stepped up the cleaning of our stores, warehouses and delivery fleet in furtherance of and adherence to the health and hygiene standards set by national and 9international authorities. Our employees have also been included in our ongoing efforts to follow such standards when it comes to yours and their health and safety. We have stepped up the cleaning of our stores, warehouses and delivery fleet in adherence to the health and hygiene standards set by national and international authorities. Our employees have also been included in our ongoing efforts to follow such standards when it comes to yours and their health and safety.

Also, our delivery team will adopt contactless delivery. They will press the doorbell upon arrival (please ensure you are reachable during the time of delivery), place your items on your doorstep, keeping at least 1m apart from you and will be wearing a mask and sanitising their hands before and after every delivery.*

*For cash collection, you may leave your payment on the floor in the presence of the driver. For your safety, kindly refrain from checking the items on the spot. 


 

  9

Why are you only prioritising deliveries of items with ‘AVAILABLE’ stock status?


These items are readily available in our warehouse and can be promptly packed and prepared for delivery.

Items with ‘IN STOCK’ stock status are located in our retail stores and as such, will need a much longer time to be transported back to our warehouse for delivery. Items with ‘SPECAL ORDER’ stock status are items are do not currently hold. In light of the latest CB measures mandating that all our retail stores be closed, coupled with a significant increase in online orders of up to 17 times the daily average, we will be prioritising items with ‘AVAILABLE’ stock status to ensure that our customers are able to receive their ordered items as fast as possible.

 

  10

Can I combine a new order with an earlier one, in order to get an earlier delivery date?


Unfortunately, we are unable to do so at this present moment as our warehouse team are activated to pick & pack each order as quickly as possible and prepare them for delivery, in the order of the date and time the orders are placed. They will not be able to combine orders of different periods into a single delivery.

 

  11


Due to Circuit Breaker, is there any extension for expiring vouchers?

 


Any unused vouchers with an expiration date between 21 Apr - 1 Jun'20 will be extended to  
2 Jun'20 on the provision that Pet Lovers Centre physical stores reopen on 12 May'20.

For customers using PLC VIP Concierge app, if you have eVouchers expiring between 21 April - 1 June 2020, they will be extended and reflected in your Wallet.

The above are subjected to change, should there be any new measures by the government due to the Covid-19 situation. The Circuit Breaker period will be extended after the period is over. 

 

  12


When can I opt for Home Delivery when purchasing in your retail stores?

 

You can do so with effect from 1 June 2020. Should you require Home Delivery earlier than 1 June 2020, please place your order online.

Please visit our Help Centre if you have any further questions relating to your orders, VIP membership, online account etc.