FAQs (Frequently Asked Questions)

General

Where are PetBuddy branches located?

You can find all PetBuddy branches on our Store Locator page.

What are your store operating hours?

Operating hours may vary by branch. Please check our Store Locator or contact your preferred branch for updated schedules.

How can I contact PetBuddy?

You may reach us through our official Facebook page, branch contact numbers, or our Contact Us page.

Products

What brands do you carry?

PetBuddy offers a wide selection of trusted local and imported brands for dogs, cats, and other pets.

How can I check if an item is available?

You may browse our website or contact your preferred PetBuddy branch for current stock availability.

Do product prices vary by branch?

Prices are generally standardized but may vary during branch-specific promotions.

Do you sell prescription diets or veterinary products?

PetBuddy does not carry any prescription diets or veterinary products that are prescribed. 

Grooming Services

Do I need an appointment for grooming?

Appointments are highly recommended to secure your preferred schedule. Walk-ins are accepted based on availability.

What grooming services do you offer?

PetBuddy offers Full Grooming, Bath & Blow Dry, Nail Trimming, Ear Cleaning, Anal Gland Expression, Teeth Brushing, and other grooming services.

How long does grooming take?

Most appointments take approximately 1–2 hours depending on your pet's size, breed, coat condition, and temperament.

What pets do you groom?

We primarily groom dogs and cats.

Can senior pets or puppies be groomed?

Yes. Our groomers will assess your pet to ensure grooming is appropriate and safe. 

What if my pet becomes aggressive during grooming?

For the safety of your pet and our groomers, PetBuddy reserves the right to discontinue the service if necessary.

Do I need to bring my pet's vaccination records?

Yes, PetBuddy requires pet owners to bring their fur baby’s updated vaccine card/record upon review to push through with service.

Paw-yalty Membership

What is PetBuddy’s Paw-yalty Card?

Paw-yalty Card is PetBuddy's rewards program that lets customers earn exclusive rewards every time they avail of a Full Grooming service at PetBuddy. 

How do I earn Paw-yalty rewards?

Receive one Paw-yalty stamp for every Full Grooming service availed at PetBuddy. 

Can I transfer my Paw-yalty rewards?

No. Paw-yalty Cards and the stamps earned are strictly non-transferable. Lost, damaged, altered, or tampered cards will not be honored for redemption. 

Online Orders

How do I place an online order?

Simply browse our products, add items to your cart, and proceed to checkout.

What payment methods do you accept?

We accept major credit/debit cards, online payments, e-wallets, and other available payment methods displayed during checkout.

Do you offer Cash on Delivery?

No. Cash on Delivery (COD) is currently not available for PetBuddy orders. 

Can I cancel my order?

Orders may only be cancelled before they have been processed or shipped.

How do I track my order?

You will receive an email or SMS with your order status and tracking details once your order has been dispatched.

Do you offer Click & Collect?

Yes. Selected branches offer Click & Collect for added convenience.

Delivery

Where do you deliver?

Delivery coverage depends on your location and our partner couriers.

How long does delivery take?

Delivery times vary depending on your location and order volume.

What if my order arrives damaged?

Please contact your selected branch within the specified period together with photos of the item and your proof of purchase.

Returns & Exchanges

What is your Return & Exchange Policy?

Eligible products may be returned or exchanged within the prescribed period, subject to our Return & Exchange Policy.

Can I return opened pet food?

Opened or used consumable products cannot be returned unless they are found to have a manufacturing defect.

Can I exchange the wrong size accessory?

Exchanges are subject to our Return & Exchange Policy and product condition.

Promotions

Can I use multiple promotions in one transaction?

Unless otherwise stated, promotions cannot be combined with other promotions per transaction.

How do I know about upcoming promos?

Follow PetBuddy on Facebook, Instagram, and subscribe to our newsletter.

Pet Care

How often should my pet be groomed?

Most dogs benefit from professional grooming every 4–8 weeks, depending on breed and coat type.

What food is best for my pet?

Our in-store team can recommend products based on your pet's age, breed, size, and dietary needs.

How do I know which grooming style suits my dog?

Our groomers will be happy to recommend a style based on your pet's breed, coat condition, and your preference.

Website & Account

Do I need an account to place an order?

You may check out as a guest if available, but creating an account allows you to track orders and enjoy member benefits.

I forgot my password. What should I do?

Use the "Forgot Password" option on the login page to reset your password.

How do I update my account information?

Log in to your account and update your profile details under Account Settings.

Is my personal information secure?

Yes. PetBuddy processes and protects your personal information in accordance with the Data Privacy Act of 2012 and our Privacy Policy.