FREQUENTLY ASKED QUESTIONS

General

General
Life Stages

General

What is PetCubes?

PetCubes is Singapore’s pioneer in fresh pet food. We offer gently cooked and raw meals made with human-grade ingredients and formulated by a PhD Animal Nutritionist. Every meal is designed to support your pet’s health and wellbeing.

My pet seems fine on kibbles. So what’s the fuss with a fresh diet?

Many pets do fine on kibbles, but fresh food takes a different approach to nutrition. It's designed to help pets not just do fine, but truly thrive.

The key differences come down to ingredient quality, digestibility, and processing. Fresh food like PetCubes is made with human-grade meats and whole food ingredients. It's minimally processed to preserve natural nutrients. Kibbles, in contrast, are typically made with rendered meats, fillers, and by-products, then cooked at high temperatures. To meet nutritional requirements, synthetic vitamins and minerals are added back in after processing.

Fresh food also contains natural moisture (around 70%) which supports digestion and hydration. Kibbles are dry, and over time, this can contribute to dehydration or urinary issues, especially in cats.

Because fresh food is more digestible, your pet absorbs more nutrients from every bite. It’s a cleaner, simpler way to feed—without artificial preservatives or unnecessary fillers.

What makes PetCubes meals different from other fresh foods?

Our meals are designed with three key principles in mind to support long-term health:

• Functional foods – Every ingredient serves a purpose. No fillers, no fluff—just real nutrition to help your pet thrive.

• Nutrigenomics – Our ingredients are selected for their proven ability to support your pet’s genetic health by activating protective genes and suppressing those linked to disease. 

• Gut microbiome support – A variety of natural fibres and ingredients help nourish beneficial gut bacteria, which play a key role in digestion, immunity, mood, and hormone balance.

Fresh food is about more than meeting nutritional minimums—it helps stack the odds in your pet’s favour for better health over time.

When can my puppy / kitten start on PetCubes?

Pets can start on PetCubes once they are weaned and used to solid food. We recommend beginning with our Puppy or Kitten range, which are specifically formulated to support early growth and development.

Which formula would you recommend for my growing puppy / kitten?

Our Puppy and Kitten ranges are optimised with higher protein, fat, and calcium to support healthy growth.

Should I be alarmed if my pet has diarrhoea or soft stools when transitioning?

Mild digestive upset can happen during a transition, especially if your pet is switching from processed food to fresh. Diarrhoea lasting less than two days or mild vomiting once or twice is usually not a concern.

Pause feeding if needed, and restart with half the original amount. If symptoms recur, try a different protein. Always transition gradually and thaw meals properly.

Note: Blood in vomit or stool is not normal. Please consult a vet immediately if you observe this.

Is it safe to mix kibbles and fresh food? 

Yes, it’s safe to mix fresh food with kibbles or canned food. Many pawrents do so when transitioning or as a way to boost nutrition and flavour.

If your pet is new to fresh food, start by mixing in small amounts and observe their digestion. Gradually increase the portion if they respond well.

If you’re mixing with raw food, be sure to discard any uneaten portion within 30 minutes, especially in warm weather, to maintain food safety.

Can I refreeze thawed food?

We do not recommend refreezing food once it has been thawed, as this may affect food safety and nutritional quality.

If you need smaller portions, you can portion the thawed food and store it in the fridge. Once thawed, please feed:

• Gently cooked meals within 36 hours
• Raw meals within 24 hours

How is PetCubes different from home-cooked food?

Home-cooked food is a great option, but it can be difficult to balance nutrients consistently. PetCubes meals are professionally formulated, complete and balanced, and prepared under strict ISO22000 and HACCP-certified conditions, offering both convenience and peace of mind.

Why are the formulas different for dogs and cats?

Dogs and cats have different nutritional needs. Cats are obligate carnivores and require higher levels of protein and taurine, while dogs are omnivores and benefit from a broader nutritional profile. Each PetCubes meal is tailored to meet species-specific needs.

Can I cook or microwave PetCubes meals?

We don’t recommend microwaving, as it can reduce nutrient content. If your pet prefers warm food, thaw the meal and place it in a warm water bath before serving.

Do you have halal options?

Our entire cat food range is prepared in a separate, Shariah-compliant facility using halal-certified ingredients. While pet food cannot be officially certified halal in Singapore, we follow strict protocols to meet halal standards.

Are your ingredients human-grade?

Yes. All our ingredients are human-grade and sourced from suppliers approved by the Singapore Food Agency.

Can PetCubes be used as a topper?

Absolutely. Some customers use PetCubes to enhance the nutrition or palatability of their pet’s current meals.

Why does my pet drink less water on PetCubes?

Fresh food naturally contains more moisture, so pets often drink less compared to when they are on dry food. This is perfectly normal.

My pet eats grass. Does that mean something is wrong with the food?

Grass eating has been shown to be unrelated to diet. Research suggests it is more often linked to a pet’s health status or instinctive behaviour, rather than nutritional deficiency. If your pet is eating grass frequently or vomiting after, it’s best to check with your vet.

What is the shelf life of PetCubes?

Frozen: Up to 1 year.

Once thawed: Consume within 36 hours for gently cooked meals and within 24 hours for raw meals. Always store in the fridge after thawing.

How long can I keep PetCubes in the fridge once opened?

Once thawed, gently cooked meals should be consumed within 36 hours, and raw meals within 24 hours. Once opened, be sure to discard any uneaten portion within 30 minutes, especially in warm weather, to maintain food safety.

Do you offer samples?

We do not offer free samples, but you can try our Taster Cubes (a single cube) or Pawty Packs to explore different proteins.

How is your food prepared?

Our food is either gently cooked or raw, made under ISO 22000 and HACCP-certified conditions. We never use preservatives or artificial additives.

What are the benefits of gently cooked vs raw? 

Raw food is unprocessed and therefore offers the highest digestibility, retaining more natural nutrients and enzymes. It closely resembles what your pet would eat in the wild.

Gently cooked food is the best way to ensure sterility of food and maintaining as high of digestibility as possible for cooked foods, it is also easier on sensitive stomachs and preferred by some pawrents for convenience.

Both formats are nutritionally complete. It ultimately comes down to your pet’s needs and what works best for your household.

How do I calculate calories or feeding amounts?

Use our feeding calculator on the website to estimate daily portions based on your pet’s weight, life stage, and activity level.  

https://www.petcubes.com/pages/feeding-calculator

You can also reach out to us for help.

Can I combine different proteins?

Yes. Rotating proteins adds variety and may help reduce the risk of developing sensitivities. Introduce one protein at a time, especially if your pet is new to fresh food.

What’s the texture of PetCubes like? 

Our gently cooked meals are soft and minced with a slightly chunky texture, while raw meals are firmer and more compact.

The meals are processed this way for a reason:

• Smaller, uniform particles ensure even cooking of the protein
• Higher surface area allows our functional herbs and oils to be mixed in thoroughly
• Consistency helps reduce the risk of nutrient separation and supports optimal absorption
• Reduces the risk of choking for pets who gulp or inhale food

Can I feed PetCubes to a pet recovering from illness? 

Yes, PetCubes meals can be a gentle and nourishing option for pets recovering from illness.

Start with lower-fat, more easily digestible proteins such as chicken, whitefish, rabbit, or pork. These are suitable for both dogs and cats, especially those with sensitive stomachs.

Serve in smaller, more frequent meals and monitor their recovery as they ease back into solid food.

Is blood in stool or vomit normal during transition?

No. Mild digestive changes can be normal, but blood is not. Please pause the food and consult your vet immediately if this occurs.

Are your meals AAFCO or NRC balanced?

All of our meals are formulated to meet and optimise AAFCO nutritional guidelines and are regularly reviewed by our in-house PhD Animal Nutritionist.

Can I switch between raw and cooked meals?

Yes. Many pets do well on both, but make the switch gradually and observe how your pet adjusts.

My pet has a sensitive stomach. Can they eat PetCubes?

Yes. We recommend starting with more digestible proteins like chicken, whitefish, rabbit, or pork and transitioning slowly.

Do you offer feeding trials?

We do not run formal trials, but our Taster Cubes and Pawty Packs let you test different proteins and find the right fit for your pet, or you could build your own box to try various flavours.

What’s the difference between adult and senior formulas?

Senior formulas are designed to support age-related needs, such as reduced phosphorus for kidney care, anti-inflammatory ingredients, or lower carbohydrate content for metabolic support.

My pet is a picky eater. Will they like PetCubes?

Most pets love the natural taste of fresh food. That said, picky eaters may need time to adjust. Try warming the food slightly or adding a splash of our bone broth to entice them.

How do I know which protein to start with?

For first-time feeders, we recommend starting with a low fat protein like chicken or pork. If your pet has allergies or sensitivities, try a novel protein like crocodile, kangaroo or venison. Feel free to ask us, we’re happy to help.

Are PetCubes meals suitable for all breeds? 

Yes, our meals are suitable for all breeds. We tailor by life stage and health needs rather than breed. Feeding portions may vary by activity level and metabolism.

Life Stages

When should I switch my puppy to adult food?

As a general guideline, small- to medium-sized dogs can switch to adult food at around 10 to 12 months old. Larger breeds may benefit from staying on puppy food for a little longer. You’ll know your puppy is ready to transition when growth starts to slow, energy levels stabilise, and adult teeth are fully in.

When should I switch my kitten to adult food?

Most kittens can switch to adult food around 12 months of age. If your cat is particularly active or still growing, you can delay the switch slightly. Monitor their development and transition based on energy levels, body condition, and maturity.

Can I switch directly from Puppy Pork to Adult Pork?

Yes, if your puppy has no digestive sensitivities and you're switching to the same protein, a direct transition is usually fine. However, we recommend monitoring your pet’s stool and appetite during the switch.

Do I still need to follow the 25/75, 50/50, 75/25 transition if I’m already feeding PetCubes?

If you're switching between PetCubes formulas with the same protein and your pet has no sensitivities, you can transition more quickly. If you're introducing a new protein, we recommend following the gradual 25/75 to 75/25 method to ease the adjustment, especially if they are sensitive.

My dog is older but still healthy. Should I switch to the Senior range?

If your dog is thriving on the Adult range and has no underlying health concerns, there’s no rush to switch. That said, our Senior formulas offer targeted support for ageing pets—such as kidney support, anti-inflammatory ingredients, or ketogenic options. It's a proactive way to support long-term health.

My cat is 8 years old. Should I move them to the Senior formula?

At around 7 to 10 years old, many cats begin to show subtle signs of ageing. If your cat is slowing down, experiencing weight changes, or has known health concerns, our Senior cat formulas can offer more targeted support. Otherwise, the Adult range may still be suitable.

Why is the Puppy / Kitten range listed as suitable up to 1 year?

Our Puppy and Kitten ranges are formulated to support healthy growth up to 1 year of age. This aligns with general guidelines, as most dogs and cats complete their major developmental stages within their first year.

That said, every dog / cat is different. Some may reach maturity earlier, while larger breeds may continue growing slightly beyond 12 months. Monitor your puppy or kitten’s weight, energy levels, and physical development to decide when it’s time to transition to the Adult range.

What’s the source of calcium in the Puppy range?

We use finely ground eggshell as a natural and bioavailable source of calcium to support healthy bone development.

Are the Senior meals lower in protein?

Not necessarily. Our Senior formulas are balanced for ageing pets and include ingredients to support kidney, joint, or metabolic health. They’re not simply "lower in protein", but carefully formulated with quality protein and appropriate nutrient levels to meet older pets' changing needs. If you need a formula lower in protein, senior pork will be your best choice.

What is the difference between the Puppy/Kitten formulas and the Adult formulas?

Our Puppy and Kitten formulas are specially formulated to support healthy growth during early life stages. There are different nutritional standards for growing dogs and growing cats compared to adult maintenance according to AAFCO. Compared to Adult formulas, they contain:

• Higher levels of protein and fat to support rapid growth and energy needs
• Increased calcium and phosphorus for bone and teeth development
• Additional nutrients like DHA (from omega-3s) for brain and immune system support

Adult formulas are designed for maintenance, not growth. They support overall health in mature pets but may not provide enough calories or minerals for puppies or kittens during development.

For best results, feed your pet the appropriate formula for their life stage until they are ready to transition to the Adult range.

FREQUENTLY ASKED QUESTIONS

Food

Food

How do I thaw PetCubes meals?

For best results, thaw the cubes overnight in the fridge. Before feeding, you can warm the food gently using a warm water bath. Avoid leaving food at room temperature for more than 30mins, especially in hot weather.

Can I microwave the food? 

We do not recommend microwaving, as high heat may degrade nutrients and change the texture of the food. If your pet prefers warm meals, use a warm water bath instead to gently warm the food after thawing.

How long can thawed food be stored in the fridge?

Once thawed, gently cooked meals should be consumed within 36 hours, and raw meals within 24 hours. Always keep thawed meals refrigerated.

Once opened, be sure to discard any uneaten portion within 30 minutes, especially in warm weather, to maintain food safety.

Can I thaw and refreeze the food? 

We do not recommend thawing and refreezing PetCubes meals. Once thawed, the food should be kept in the fridge and consumed within the recommended timeframe - 36 hours for gently cooked meals and 24 hours for raw meals. Refreezing can compromise food safety and nutritional quality.

If you need smaller portions, consider cutting the cubes while still frozen and storing them in a separate airtight container in the freezer.

How much should I feed my pet? 

Feeding amounts depend on your pet’s weight, activity level, and life stage. You can use our feeding calculator on the website for a personalised guide.

Can I use PetCubes as a topper? 

Yes, many customers use PetCubes as a topper to boost nutrition and flavour in their pet’s existing diet. It’s a great way to introduce fresh food gradually.

How do I do a proper transition to PetCubes?

We recommend a slow transition over 7 to 10 days:

• Days 1 – 3: 25% PetCubes, 75% current food
• Days 4 – 6: 50% PetCubes, 50% current food
• Days 7 – 9: 75% PetCubes, 25% current food
• Day 10 onwards: 100% PetCubes

This helps your pet’s digestive system adjust gradually. For more information, please see our transition guide.

What happens if I feed the wrong amount?

Feeding too little may cause weight loss or fatigue; too much could lead to weight gain. Monitor your pet’s weight, energy, and stool quality, and adjust the amount as needed. Use our feeding calculator on the website for a personalised guide.

What if my pet doesn’t finish their portion? 

No worries, store any uneaten portion in the fridge and serve it at the next meal. Just make sure it’s within the safe consumption window once thawed (36 hours for cooked, 24 hours for raw). Once opened, do discard any uneaten portion within 30 minutes, especially in warm weather, to maintain food safety. Some pets may also prefer smaller, more frequent meals.

Can I mix different proteins in one meal? 

Yes, if your pet has no sensitivities, mixing proteins can provide nutritional variety. For pets new to fresh food, we recommend introducing one protein at a time and observing how they respond.

Do I need to rotate proteins? 

Rotating proteins isn’t essential, but it can be beneficial. It exposes your pet to a broader range of nutrients and may reduce the risk of developing food sensitivities over time.

Can I heat the food on a stove?

If your pet prefers warm meals, you can warm the thawed food gently in a heat-safe bowl placed in warm water. Avoid direct cooking or high heat, which can damage nutrients and alter the balance of the meal.

Can I feed different PetCubes formulas (e.g. Adult, Senior) at the same time? 

Yes, you can alternate between different formulas, as long as each one suits your pet’s needs. For example, if your dog is a senior with a sensitive stomach, rotating between the Adult Crocodile and Senior Kangaroo can offer variety without compromising nutrition.

However, we do not recommend mixing different formulas in the same meal, as this may disrupt the intended nutritional balance. Serve one formula per meal to maintain consistency and ensure your pet gets the full benefit of each.

Do I need to add any vitamins or oils to PetCubes meals?

No, our meals are complete and balanced, so no additional supplementation is required unless advised by your vet.

Can I add fresh vegetables or meat to PetCubes meals? 

You can, but it’s not necessary. If you do, keep portions small to avoid unbalancing the meal. PetCubes meals are already nutritionally complete.

I found a bone fragment in my pet’s food. Is that normal?

Yes, our formulas may contain small bone particles. Bone is included intentionally in certain recipes, such as Rabbit, to provide natural sources of calcium, phosphorus, and other important nutrients.

We use a strict multi-step grinding process to reduce bone size. While they may look unusual to us, particles are usually swallowed and digested easily by most pets as their stomach acids are a lot stronger than ours. That said, because bone particles are ground into the mix, there may occasionally be natural variation in texture or size across trays.

If you ever find a piece that seems unusually large or sharp, please take a photo next to a coin or ruler and contact our customer service team so we can investigate further. We take quality and safety seriously and continuously review our processes to ensure high standards are met.

If you would prefer not to feed bones, we recommend the Pork, Beef, Lamb and Crocodile formulas.

I noticed tiny scales in the fish formula. Is that safe?

Yes, our fish formulas may contain finely ground fish scales. These are intentionally included as part of the whole fish to provide natural sources of calcium, collagen, and trace minerals.

The scales are fully ground and cooked into the food, making them safe and digestible. They also contribute to the texture and nutritional completeness of the recipe. If you notice small translucent specks, those are likely the scales doing their job.

FREQUENTLY ASKED QUESTIONS

Broth

Broth

How do I thaw PetCubes broth?

Thaw the broth bottle in the fridge overnight. Once thawed, keep it in the chiller and use within 3-5 days. Always handle it hygienically and avoid leaving it at room temperature for extended periods.

Can I refreeze broth into cubes?

We do not recommend thawing and refreezing the broth, as it can affect the nutritional value and freshness of the product. Once thawed, the bottle can be kept in the refrigerator for 3-5 days.

How much broth should I give my pet?

As a general guideline, you can feed 1 tablespoon of broth per kilogram of your pet’s body weight. This can vary depending on your pet’s hydration needs and preferences.

How long can I store thawed broth? 

Once thawed, broth should be stored in the fridge and used within 3-5 days.

Should I dilute broth before serving? 

No dilution is necessary. PetCubes broths are ready to serve as they are, whether you choose to warm them gently or serve chilled. You can pour it over meals or serve it on its own as a treat or hydration boost.

How long does the broth last in the freezer?

Our broth can last for up to 1 year in the freezer. Please check the expiry date on the bottle.

FREQUENTLY ASKED QUESTIONS

Kefir Milk

Kefir Milk

What is PetCubes Kefir Milk and how is it different from regular milk?

PetCubes Kefir Milk is a fermented dairy drink made with lactose-free milk and packed with beneficial probiotics. It supports your pet’s gut health, digestion, and immune function.

Unlike regular milk, it’s easier to digest and well tolerated even by pets that are sensitive to lactose. The live cultures also help promote a balanced gut microbiome, making it both a tasty and functional addition to your pet’s routine.

How should I serve Kefir Milk?

Serve it chilled, either on its own or poured over your pet’s food. Start with a small amount (about 1–2 tablespoons for small pets) and adjust based on your pet’s size and needs. Always store it in the fridge and shake well before use.

How long does Kefir Milk last once opened?

Once opened, keep it refrigerated and use within 3-7 days. Some natural fizzing or separation may occur due to the live cultures. This is normal, just give it a shake before serving.

My pet had soft poop after drinking Kefir Milk. Is that normal?

Yes, that can be completely normal, especially in the beginning. It’s a sign that the probiotics are starting to rebalance the gut and get things moving.

We recommend starting with a very small amount, then gradually increasing once your pet’s system adjusts. Most pets adapt quickly, and stool usually returns to normal as the gut microbiome strengthens.

If soft stools persist or your pet has existing digestive sensitivities, feel free to check in with us for guidance.

FREQUENTLY ASKED QUESTIONS

Treats

Treats

Are PetCubes treats single-ingredient?

Yes, all of our treats are made with just one ingredient, such as chicken breast, beef liver, or duck, without any fillers, additives, or preservatives. 100% human-grade. What you see is what your pet gets.

Can I use PetCubes treats for training? 

Yes, many of our treats are great for training. They’re naturally high in protein and gently air-dried to retain nutrition. Depending on the treat, you can also break them into smaller pieces, making them perfect for quick, rewarding training sessions.

Are the treats suitable for both cats and dogs? 

Most of our treats are suitable for both cats and dogs. However, some of the larger items, like bones or chews, are made specifically for dogs. Always check the packaging for suitability.

How should I store the treats?

Store the treats in a cool, dry place away from direct sunlight. Once opened, reseal the bag tightly. For maximum freshness, consume within the period stated on the packaging.

Are your treats raw or cooked? 

Our treats are gently air-dried to preserve nutrients without the need for cooking or preservatives. This helps maintain both nutritional integrity and natural flavour.

Are bones safe for my pet?

Our bones are gently air-dried and designed for chewing, not swallowing. Always supervise your pet during chew time and select a bone size that’s appropriate for their breed and chewing behaviour.

If your pet tends to gulp or is overly enthusiastic, we recommend choosing options within our range that are softer or boneless, such as cartilages like ears. These provide similar satisfaction without the risks associated with harder bones.

FREQUENTLY ASKED QUESTIONS

Ice Cream

Ice Cream

What is PetCubes Ice Cream made of?

Our ice cream is made with coconut water and / or lactose-free milk, depending on the flavour. It’s formulated to be gentle on sensitive stomachs and safe for most pets to enjoy.

Is there sugar in PetCubes Ice Cream?

Yes, there is a small amount of natural sugar, far less than what you’d find in regular human ice cream.

Sugar is essential to achieve the texture of ice cream that we are familiar with. Without it, we’d have to rely on texture enhancers, which we prefer to avoid. Like all treats, our ice cream is best enjoyed in moderation as an occasional indulgence, not part of your pet’s daily diet.

How much ice cream should I feed?

We recommend feeding no more than 1 tablespoon per kg of body weight. Serve frozen and monitor your pet, especially if it’s their first time trying a frozen treat.

Can I feed PetCubes Ice Cream every day? 

While safe, our ice cream is best enjoyed as an occasional treat. Daily feeding isn’t necessary and may contribute to excess calories. Save it for special moments, enrichment, or hot days.

Is it safe for lactose-intolerant pets? 

Yes. We use lactose-free milk or coconut water in our recipes, so most pets tolerate it well. If your pet is extremely sensitive, start with a small spoonful and observe for any signs of discomfort.

FREQUENTLY ASKED QUESTIONS

Supplements
Delivery
Subscription
Loyalty & Rewards

Supplements

Does my pet need supplements if they’re already on PetCubes?

If your pet is on a PetCubes diet, additional supplements are usually not necessary. However, supplements may be helpful for pets with specific needs, or for those on homemade, mixed, or other commercial diets that may not be fully balanced.

Can I add supplements to dry or wet food? 

Yes. Our supplements are designed to be flexible and easy to use. You can mix them into any base diet - dry, wet, home-cooked, or fresh. Just follow the recommended dosage on the packaging.

Are the supplements safe for long-term use? 

Yes. Our supplements are made with high-quality, food-grade ingredients and are formulated for daily use. If your pet has a medical condition, it’s always best to check with your vet before starting any new supplement.

What benefits do your supplements provide?

Each supplement is designed with a specific function in mind, such as digestive health, joint support, skin and coat condition, or immune support. Whether it's enzymes for better digestion, spirulina for antioxidants, or kelp for thyroid support, each one is formulated to support your pet’s health naturally.

Can both cats and dogs use the same supplements?

Many of our supplements are suitable for both cats and dogs, but always check the label for species-specific directions.

What is Mix This! and how do I use it? 

Mix This! is our all-in-one meal balancer designed for pet parents who prepare home-cooked meals for their dogs. It provides essential vitamins, minerals, and nutrients that may be missing from homemade diets, helping you meet your dog’s daily nutritional needs without guesswork.

To use it, simply add one sachet for every 200grams of food.

Note: Mix This! is not required if your dog is already on a complete and balanced diet like PetCubes.

What’s in PetCubes Digestive Aid and how does it work?

Our Digestive Aid is a triple-action supplement containing prebiotics, probiotics, and digestive enzymes:

• Digestive enzymes help break down food so your pet can absorb nutrients more efficiently.
• Prebiotics are fibre and nutrients that feed your pet’s existing gut bacteria and support a healthy microbiome.
• Probiotics are beneficial microbes that travel through the digestive tract, helping to maintain gut balance, reduce inflammation, and support overall digestive health.

Together, they support smoother digestion, better stool quality, and nutrient absorption.

Can I mix different supplements together?

Yes, you can mix our supplements. The nutrients in each product are carefully formulated and do not interfere with each other, so it’s safe to use them together.

As always, start slow, especially if your pet is new to supplements, and monitor their response. When in doubt, feel free to check in with our team for a personalised recommendation.

Delivery

How do I change my delivery date or frequency? 

You can log into your subscription account to adjust your delivery date or frequency anytime.

https://www.petcubes.com/a/loop_subscriptions/get-subscription-link

Please make changes before your next billing cycle to ensure they apply to your upcoming order.

Can I bring forward my delivery date? 

If your order has not been billed, you can log into your subscription portal to adjust the delivery date.

https://www.petcubes.com/a/loop_subscriptions/get-subscription-link

Once the order is billed, no changes can be made directly. If you need to amend your delivery after billing, please contact our customer support team and we’ll do our best to assist on a case-by-case basis.

How do I update my delivery address?

You can update your address directly in your subscription account.

https://www.petcubes.com/a/loop_subscriptions/get-subscription-link

If it’s a one-time change for a specific order, please leave a note under “Order Notes” and inform our customer support team so we can process it accordingly.

Can I change my order from store pick-up to home delivery? 

Yes. If you’ve selected store pick-up but would like your order delivered instead, you can PayNow a $6 delivery fee to UEN 201836545D. Include your order number in the notes and send us a screenshot once done.

How do you ensure my food remains frozen during delivery?

All PetCubes deliveries are handled by Ninjavan’s complete cold chain service, which ensures your order stays properly chilled from our facility to your doorstep.
A cold chain means the food is kept at the right temperature, from production, to packing, to transport and final delivery, to prevent spoilage and maintain food safety. Your order is kept frozen the entire way, so they arrive fresh and safe.

What are your shipping charges?

We have streamlined our shipping fees as of 4th July 2025:

Frozen
• Orders below $50 → $6 shipping fee
• Orders between $50 and $99.99 → $4 shipping fee
• Orders $100 and above → Free shipping

Non-Frozen
• Orders below $50 → $2.99 shipping fee
• Orders between $50 and $99.99 → $1.99 shipping fee
• Orders $100 and above → Free shipping

What if I missed my delivery or need to change my order after it’s out?

If your order has already been dispatched and needs to be retrieved and redelivered, a $10.90 redelivery fee will apply.

To avoid this, please ensure:

• Your delivery details are accurate
• Someone is available to receive the order during the selected time slot
• Your order items are correct before the billing date, as we are unable to make any changes once the order has been picked up for delivery

If you need help rescheduling before dispatch, please contact our customer service team and we’ll do our best to assist.

Subscription

How do I change the items or quantities in my subscription?

You can log into your subscription portal to adjust the quantity of existing items and add new products, except for BYOB (Build Your Own Box) selections.

https://www.petcubes.com/a/loop_subscriptions/get-subscription-link

To edit or change BYOB boxes, please contact our customer service team for assistance.

Can I remove items from my order?

Yes, you can remove items or adjust quantities directly in your subscription portal.

https://www.petcubes.com/a/loop_subscriptions/get-subscription-link

Can I pause my subscription? 

Yes, you can pause your subscription by logging into your account.

https://www.petcubes.com/a/loop_subscriptions/get-subscription-link

Do note the next billing date and make changes in advance to avoid being charged.

Can I cancel my subscription? 

Yes. You may cancel anytime after fulfilling a minimum of 3 subscription orders.

https://www.petcubes.com/a/loop_subscriptions/get-subscription-link

If fewer than 3 orders have been completed, a 20% cancellation fee will apply based on your last order value.

What’s the minimum commitment for a subscription?

A minimum of 3 orders is required before cancellation to avoid the early termination charge. This helps us manage resources and keep the subscription prices fair for all customers.

How do I change my subscription shipping method?

Due to current system limitations, the shipping method for an active subscription cannot be changed. To update it, you'll need to cancel your existing subscription and create a new one with your preferred delivery method.

Loyalty & Rewards

How do I check my voucher validity or points? 

For voucher codes, loyalty points, or birthday freebies, you can log into your account or contact customer service.

https://petcubes.eber.co/

Do note that some voucher codes may not be applicable to subscription orders.

My voucher code isn’t working. What should I do? 

Voucher codes may have expired or may not apply to subscription plans. If you’re having trouble, drop us a message and we’ll look into it for you.

How do I redeem my voucher?

To redeem a voucher, log into your account and use your loyalty points to generate a voucher code.

Once you have the code, enter it during checkout on the website or in the subscription portal under your order settings. If you face any issues, our customer support team is happy to help.

FREQUENTLY ASKED QUESTIONS

Returns, Refunds & Defects
Vet Support Diet

Returns, Refunds & Defects

My pet no longer likes the food. Can I return it or get a refund?

As our meals are perishable, we are unable to accept returns or offer refunds once an order has been billed and delivered. However, we understand that preferences can change. If your pet is no longer enjoying a formula, let us know and we’ll be happy to suggest alternatives or ways to reintroduce the food.

My pet has passed away. Can I cancel or refund an upcoming order? 

We’re so sorry for your loss. Please contact our customer service team and we’ll review your order or subscription on a case-by-case basis. In such cases, refunds or cancellations can be arranged with approval.

I received broken trays or packaging with sealing issues. What should I do?

We’re really sorry for the inconvenience. Please send us clear photos of the affected items and your order number. We’ll arrange for the defective items to be replaced in your next delivery.

What happens if there’s a delay in delivery or a missed order?

In the event of a delay, our team will reach out to you as soon as possible. If you haven’t received your order or if there’s an issue with delivery, please contact us and we’ll do our best to resolve it promptly.

I received the wrong item. What should I do?

We’re sorry about that! Please contact our customer service team with your order number and a photo of the item received. We’ll investigate and arrange for a replacement or credit where appropriate.

I forgot to make changes before my subscription order was billed. Can I amend it?

Unfortunately, once an order is billed, it is sent for processing and changes can no longer be made. You may contact our team for case-by-case assistance, but we recommend making changes before your billing date to avoid issues.

I was charged but didn’t receive my order.

If you’ve been billed but your order hasn’t arrived as expected, please reach out to our customer support team immediately. We’ll check with our delivery partner and make it right as soon as possible.

My delivery was left outside for too long. Is it still safe to feed?

PetCubes meals must be stored chilled or frozen. If your delivery was left out for an extended period (especially in hot weather), please check if it’s still cold to the touch. If you’re unsure, contact us with your delivery details, and we’ll help assess and advise accordingly.

Vet Support Diet

How are these diets different from prescription kibble?

Unlike traditional prescription kibbles, PetCubes' Veterinary Support Diets are made with fresh, human-grade ingredients and gently cooked at 75°C to preserve nutrients. They are free from artificial additives, fillers, and by-products, making them highly digestible and palatable for pets with health concerns.

Why do I need a vet prescription?

These diets are formulated to support specific medical conditions and should only be used under veterinary supervision. Your vet can assess your pet’s health status and recommend the most suitable diet based on clinical needs.

Where can I purchase these diets?

PetCubes Veterinary Support Diets are exclusively available through partner veterinary clinics, ensuring that pets receive professional dietary advice and monitoring as part of their treatment plan.

Can I cook or mix these diets with other food?

No cooking is needed—our diets are already gently cooked to retain nutrients. If you're considering mixing it with other foods or treats, please check with your vet to avoid interfering with the therapeutic balance of the diet.

My dog is picky—will they eat it?

Most dogs love the taste of fresh food! Our formulas are naturally palatable and have a soft texture that even senior or ill dogs find easy to eat.

My cat is very fussy. What if they won’t eat it?

Transitioning cats to new diets can take time. Because our feline formulas are moist, gently cooked, and made from real meat, many cats adapt well. Your vet may guide you through a slow transition plan to increase acceptance.