Frequently Asked Questions

1. How long does it take to process my order?

As a Direct-to-Consumer (DTC) brand, we manage our own inventory. Orders are processed directly at our Singapore facility within 1–3 business days after payment has been successfully received.

(Business days exclude Saturdays, Sundays and public holidays).

2. How long does delivery take?

After dispatch, the estimated delivery time to Europe is 5–12 business days.

Orders are shipped using recognized international express carriers, including Priority services operated by DHL, FedEx and UPS.

Note on Customs: To provide a seamless experience for our European customers, we handle the shipping such that you should not face unexpected local customs duties upon delivery. Delivery times are estimates and may vary slightly depending on local courier operations or weather conditions.

3. How can I track my order?

Once your order has been dispatched from our facility, a shipping confirmation email containing tracking information will be sent to the email address provided during checkout.

Automatic email updates will also be sent at key stages of delivery, including:

Dispatch confirmation;

Carrier acceptance;

Transit updates;

Local delivery progress.

4. What happens if my order is delayed?

If your order has not arrived within the standard delivery timeframe, please contact our support team immediately before initiating any disputes with your bank. Petprimavest will directly request an investigation with the relevant carrier.

Following completion of the investigation, the outcome may include:

Shipment of a replacement order; or

A full refund.

The resolution will depend on the circumstances and the official information provided by the carrier.

5. What payment methods are accepted?

All transactions are secure and encrypted. Available payment methods may include:

Visa, Mastercard, American Express

Apple Pay, Google Pay

Supported electronic wallet payment methods displayed during checkout.

Billing Descriptor: To help you easily identify your purchase, the charge on your credit card or bank statement will appear as Petprimavest.

6. Can I return my order?

Yes. In accordance with European consumer legislation, customers purchasing as consumers have the right to withdraw from their purchase within 14 days after receiving the goods without providing a reason.

Condition: Due to the nature of pet clothing, items must be returned unwashed, unused, and entirely free of pet hair or odors.

To exercise this right, please contact our customer support team by email before the withdrawal period expires. Further information is available in our Refund & Returns Policy.

7. What should I do if my item arrives damaged, defective or incorrect?

Every item undergoes manual quality control, but if an issue occurs, please contact us by email within a reasonable period after receiving your order.

To help us review your request swiftly, please provide:

Your order number;

A brief description of the issue; and

Clear photographs showing the condition of the item.

Where the information confirms that the item is damaged, defective or incorrect, we will promptly arrange a replacement item or a full refund. For verified damaged items, return of the affected item will not normally be required unless further examination is necessary.

8. How will my refund be issued?

Where a refund is approved, it will be issued securely back to the original payment method used for the purchase to prevent fraud.

Please allow 5–10 business days for the refunded amount to appear on your statement, depending on your bank or credit card provider’s processing times.

9. How can I contact customer support?

If you have any questions regarding your order, returns or general enquiries, our dedicated team is here to help. We aim to respond to all enquiries within 24-48 hours. Please contact us using the details below:

Brand: Petprimavest

Company: MONSTERPET PTE. LTD.

Registration Number: 202234686K

Registered Address & Warehouse Address:

1A Eunos Crescent, #01-2479

Singapore 401001

Email: clothing@petprimavest.com

Telephone: +65 62501368