Refund policy
We want you and your pet to be happy with every order. If something isn't right, message us first. We'd much rather help you sort it out personally.
30-day money-back guarantee
We're confident in Optimus Pet. If you've tried it and you're not happy, you can ask for your money back within 30 days of receiving your order, even if the bottle is opened.
How to claim:
- Email info@optimuspetsg.com or WhatsApp us within 30 days of delivery, with your order number and a short note on how your pet got on.
- Our nutritionists may first suggest changes to the amount or how you serve it, since that often makes the difference. If you'd still rather have a refund, just say so.
- We may ask for a photo of the product, or for the remaining product to be sent back.
- Once approved, we refund the price you paid for the product, usually by PayNow.
The guarantee covers orders bought from Optimus Pet directly, including our website and our official Shopee and Lazada stores. Delivery fees and free gifts aren't refunded. Orders placed through Shopee or Lazada may also be covered by that platform's own return process.
Returns of unopened products
Separately from the guarantee, we accept returns of unopened, unused products in their original packaging. Because our products are food for your pet, opened products can only be refunded under the 30-day guarantee above.
To start a return, email us at info@optimuspetsg.com or WhatsApp us with your order number and the items you'd like to return. We'll reply with the next steps. Please don't send items back before we've confirmed your return.
The cost of shipping a return back to us is paid by the customer.
Damaged, faulty or wrong items
If your order arrives damaged, faulty or not what you ordered, contact us as soon as possible with your order number and a photo, and we'll make it right.
Refunds
Once we've received and checked your returned items, we'll let you know whether your refund is approved. Approved refunds are usually made by PayNow. If you need a different refund method, just ask.
Promotions and free gifts
If you return part of a bundle or promotional order, the refund reflects the price you actually paid, and any free gifts included with the order should be returned unopened too.
Questions
Email info@optimuspetsg.com, call +65 6221 8179, or WhatsApp our team. We're happy to help.