FREQUENTLY ASKED QUESTIONS
How do I make an order online?
To make an order online
- Visit hillsidevets.com.sg/store
- Click on the item(s) you wish to order
- Select the number of units you require by clicking the minus (-) or plus (+) icons
- Click the ADD TO CART button to add it to your online cart
- If you wish to edit the number of units in the CART, click minus (-) or plus (+) icons beside the item
- To remove the item from your CART, click the (x) icon beside the item
- If you have a promotional code/coupon, you may add it in the CART
- Click the CHECKOUT button to proceed to payment
- In the Payment page, please submit your Billing and Shipping details
- Click on the Proceed to Paypal button to finalise payment
Please note that if you are ordering a prescription medication, you are required to upload your prescription document. This can be in the form of a Word, PDF or JPEG format. You will not be charged for the medication in this first transaction. The clinic may take between 2-3 working days to verify your prescription document. Once verified, you will be sent an email to process payment.
If you are ordering a mix of prescription medication and non-prescription items, please note that you will not be charged in this first transaction. The clinic may take between 2-3 working days to verify your prescription document for the medication. All items will then be shipped together.
How do I purchase a prescription medication online?
To purchase a prescription medication, please have your prescription document ready to upload when you are adding the item into your online cart. This may be in a Word, PDF or JPG format. You may even take a photo of your document and upload it when you add the item into the online cart.
If you are purchasing a prescription medication on our online store, you will not be charged for the item in this first transaction. The order will be sent to the Hillside clinic for verification. This verification may take between 2-3 working days. Once the clinic has verified and confirmed your prescription, you will receive an email containing a link to make your final payment. The item will be shipped after the payment is received.
How would I know when my prescription has been verified?
The clinic may take 2-3 working days to verify your prescription document. After the clinic verifies the prescription document, you will receive an email stating that your prescription has been verified.
A link to process the final payment will also be in that email. Please make your payment within 5 days. The items will then be shipped once payment has been received.
What if I do not have a prescription document?
You may take a photo of your last invoice/receipt when you purchased the medication (for clients of Hillside Veterinary Surgery only). The clinic would require this as a form of verification.
How do I make payment?
Payments can be made via PayPal. If you do not have a Paypal account, don’t fret. PayPal allows you to key in your credit card details without having a PayPal account.
I do not have a PayPal account. Will I still be able to make payment?
Yes. If you do not have a PayPal account, don’t fret. PayPal allows you to key in your credit card details without having a PayPal account.
How long will I have to wait for my order?
This depends on what you are ordering. If you are purchasing a non-prescription item, the item may take between 5-10 days before reaching your doorstep.
If you are purchasing a prescription item, the clinic may require and additional 2-3 working days to verify your prescription before the order is processed. Please note that if you are ordering both prescription and non-prescription items, they will be considered as one order and will be shipped together.
What if I need to change or cancel my order?
To change or cancel your order, please contact us at 6909 5338 / 6909 5339 within 24 hours of making the order.
Is there a shipping fee?
Yes. There is a flat fee of $15 for delivery. You may also opt for a Store Pickup where you won’t be charged for delivery. Instead, you may collect your order from the clinic within opening hours after you have received the final confirmation email of your order.
Will there be a GST charge in my order?
No. All our prices are inclusive of GST.
Where do you ship to?
We ship to all areas across Singapore.
Do you ship internationally?
All orders are within Singapore only.
I did not receive any email confirmation of my order. What do I do?
Firstly, please check your Spam folder. As with email security, some email servers will automatically send emails that are not from an address that is saved in your address book, to your Spam folder.
To avoid emails from us going into your Spam folder, please add our email address to your address book. If you still have not received an email confirmation of your order, please contact us at 6909 5338 / 6909 5339 within clinic opening hours.
Can I return or exchange my order?
Please contact us if there is a problem with your order. We are contactable at 6909 5338 / 6909 5339 within clinic opening hours.