• How do I know if a product requires a prescription?
    • The need for prescription letter will be stated in product description or indicated with a “RX” icon. You will be asked to upload your prescription before placing the product in your cart, and our pharmacist will verify it upon processing.
  • Why do I need a prescription letter for my order?
    • Prescription medications are dispensed for specific health conditions with specific doses and treatment durations as instructed by your veterinarian. It is required by law to protect the health and safety of your furry family members.
  • How can I get a prescription letter?
    • If a product requires prescription letter, please approach your veterinarian to obtain a prescription, which you can then upload with your order for processing and confirmation.
  • Can I request to order a new product?
    • If there is a product you would like to see in our store, drop us a message at petmed@pacificbios.com. We will do our best to source for the product and expand our current catalogue.
  • Cancel or change an order
    • Once an order is confirmed, it cannot be changed or cancelled.
  • Returns and exchanges
    • For the safety and hygiene of all furry members, all purchases cannot be returned or refunded.

      However, if your received order is incorrect or damaged, please send us a message at petmed@pacificbios.com with your order number for assistance.
  • Product guarantee
    • If the product damage is our fault, we will bear the cost for reshipping the goods.


Shipping & Delivery

  • When will I receive my order?  
    • All orders are shipped with tracking numbers, directly from Singapore. Most local customers can expect to receive their order within 7 business days, international orders may take up to 14-21 business days. Expedited shipping can be arranged for a fee, please contact us if you require your order urgently. Orders that require prescription verification may take longer to ship.

      COVID-19 updates: We aim to ensure quick and safe delivery of your order for your furry family members. Due to the volatile COVID-19 situation, current delivery times may take longer than usual. We seek your kind understanding but will do our utmost best to deliver in time.

  • Where we ship to
    • We ship within Singapore only. 

  • Calculate shipping costs
    • Shipping estimations will appear at the checkout page. We provide free local shipping for any orders above SGD $60.                    

       Important Note: Taxes may be applicable and are to be paid by the customer (receiver of the shipment).

  • Reshipment Policy



    Lost products / Detained by customs


    Damaged products not accepted by the customer


    Incorrect products delivered


    Unclaimed / undelivered due to wrong address given (if applicable) or package not accepted by customer for unknown reason



    Pacific Biosciences absorbs reshipment freight charges


    Freight charges not borne by Pacific Biosciences 


  • How do I make a purchase?
    • Search for the products you would like to purchase in our shop. Click on a product to see more details. To add a product to your cart, click on the white button that says “Add to Cart”.

      After adding an item to your cart, you can continue shopping or proceed to check out. To check out, click on the black button that says “Buy it now”. Alternatively, you can click the cart on the upper right corner of your screen to view your shopping cart or proceed to checkout.

      On the checkout page, add your shipping address and contact information. Next, select your payment method. Before you place your order, review your shopping cart. Any discounts or promotion and shipping fee will be reflected in your order total. When you are ready, click the “Place Order” button. A confirmation email will be sent to you once your order is confirmed.
  • What currency am I being charged?
    • All our products and shipping fees are charged in Singapore Dollars (SGD), unless local currency is selected for international orders.
  • When will my payment be charged?
    • Your payment will be charged automatically at the date and time when the order is placed.
  • What forms of payment do you accept?
    • We accept VISA, MASTERCARD, AMERICAN EXPRESS and Paypal.