FAQs
Frequently Asked Questions
Orders & Shipping
When will I get my order?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
How much does shipping cost?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
How can I track my order?
Once your order has been dispatched, we'll send the available tracking details to the email or contact information provided at checkout.
Returns
What is the return policy?
Our goal is for every customer to be totally satisfied with their purchase. If this isn't the case, let us know and we'll do our best to work with you to make it right.
Are any purchases final sale?
We are unable to accept returns on certain items. These will be carefully marked before purchase.
How do I request a return or refund?
Contact us with your order details and the reason for your request. Our team will review the information and explain the next steps available for your order.
What should I do if my order arrives damaged or incorrect?
Contact us with your order details and clear photos of the issue so our team can review what happened and assist with the next steps.
Payment
What payment methods do you accept?
We use HitPay to process online payments. Depending on the payment methods available at checkout, you may be able to pay using supported bank cards, FPX, Touch 'n Go, DuitNow QR or PayNow. The options shown at checkout are the payment methods currently available for your order.
Why don't I see a particular payment method?
Payment options can vary depending on the checkout, currency, device or availability of the payment method. If an option is available for your order, it will appear during checkout.
My payment didn't go through. What should I do?
Check that your payment details are correct and try again. You can also try another payment method shown at checkout. If the issue continues, contact us with your order or checkout details and we'll help where we can.
Will I be charged if my payment fails?
If a payment is not successfully completed, the order should not be treated as paid. Your bank or payment provider may sometimes show a temporary pending authorisation. If you're unsure about a charge, contact your financial institution or reach out to us with the relevant order details.
Products
Where are your products manufactured?
Our products are manufactured with carefully selected partners to ensure quality, consistency, and a fair value.
How should I store Oscar Pets Lab products?
Follow the storage instructions provided on the product label. If you have a product-specific storage question, contact us before use.
Where can I find serving directions?
Serving directions are provided on the product label and on the relevant product page. Follow the instructions for the specific Oscar Pets Lab product you are using.
Can I give Oscar supplements alongside my dog's normal food?
Follow the serving directions for the specific product. If your dog has a health condition, takes medication or has particular dietary needs, speak with your veterinarian before introducing a supplement.
Who should I contact if I have a product-specific question?
Contact the Oscar Pets Lab team with the product name and your question. For advice specific to your dog's health or care, speak with your veterinarian.