FAQs

Payment & Delivery

What methods of payment do you accept? Do you offer a payment plan?

Pet Connexion accepts major Credit Card payment, PayPal and Bank Transfer.

Unfortunately, we do not offer instalment payment plan at this time.

Can I amend or cancel my order after confirmation?

We try our best to pack and deliver your orders as soon as we get them to ensure its processed and delivered promptly, which means we are unable to amend or cancel any orders after confirmation.

How long will delivery takes?

Our local delivery time is usually within 3 working days.

Once your order is confirmed, our staff will contact you within the next working day to schedule delivery time at your earliest convenience. Depending on customer requests and our logistic resources, the average delivery period is usually 1-3 working days from order confirmation.

West Malaysia

Pet Connexion uses GDExpress and DHL express for deliveries to West Malaysia. The average delivery period is usually 3-5 working days from order confirmation.

Other Countries

For other countries, kindly contact our customer care desk  or +65 67483135 on Mondays – Fridays 10am to 5pm for shipping rates and arrangement.

How much is the delivery cost?

We offer free local delivery within Singapore.

For West Malaysia, the Litter-Robot delivery charge is $100  (includes shipping cost, import tax and duties).

For other countries, kindly contact our customer care desk  or call +65 67483135 on Mondays – Fridays 10am to 5pm for shipping rates and arrangement.

Can I track my delivery?

For local delivery, we will contact you to schedule the earliest delivery slot. This is usually within 3 working days from order date.

For overseas orders, we engage International couriers such as DHL or Fedex for international delivery. We will provide the tracking number once order is processed and picked up by the courier. 

Troubleshoot & Repair

My unit is not working. What should I do?

For any issue, please feel free to contact our service team at +65 67483135 or email us from contact mailbox.

Our experienced staff will help troubleshoot and assess if repair or replacement parts will be required.
If necessary, our staff will schedule a service appointment at a suitable time for you to bring in your Litter Robot.
For your convenience, we also offer Door-to-Door repair pickup ($45 each way) and onsite repair service  ($60 onwards). Please contact our service team for more information on this service and fees.
What to bring for service appointment? What should I expect?

For Litter Robot, this will depend on the nature of the issue reported.  In most cases, you will only need to bring in the Base, Bonnet and Globe.The Waste Drawer and Power plugs are usually not required. 

For Vuum and Pepe, please check with our service team for more information. 

How long will the repair takes?

The average repair takes about 3-5 days. This time is required to ensure proper diagnosis, repair and servicing for your unit.

Whilst we hope to fix and return your system as soon as possible, there are times or circumstances where the replacement parts are not readily available, and we seek your understanding that such circumstances will  inevitably delay the length of repair.

Our service team will inform you if there is any delay and update once ready for pickup.

Do you offer transport service or onsite repairs?

To help you avoid the hassle of bringing in your unit, we are happy to offer door to door repair pickup for a small transport fee – each way $45.

Depending on the issue, on-site repair at your residence is also available. Please feel free to contact our service team for more information.

Litter Robot

Will my cat actually go inside the globe?

Cats are generally curious and tend to investigate new things. Those already familiar with a covered litter box may be quicker to investigate.

We recommend placing the Litter-Robot where the old litter box used to be, especially if your cat is fearful of new things. You can remove the old litter box or leave it next to the Litter-Robot for a short time. Then, take a cup of litter from the old box and put it in the globe of the Litter-Robot. The scent will be familiar, and your cat should be inclined to check it out. Once your cat ventures inside and feels the litter under his paws, he’ll know what to do! Check out Making the Switch for more tips and tricks.
Can kittens use the litter robot?

It depends how much your kitten weighs. The Litter-Robot senses the weight of your cat to know when it enters and exits, which triggers the countdown timer and cleaning cycle.

Kittens and small cats that weigh less than 5 pounds may not be heavy enough for the sensor to detect. Until they weigh enough, we recommend using your Litter-Robot in “semi-automatic” mode to keep your cat safe and relieve you from litter box scooping.

For “semi-automatic” mode, leave the Litter-Robot switched off or unplugged. When you see your cat has used it, wait about 7 minutes for the waste to clump, then turn it on/plug it in. The Litter-Robot will automatically perform a cleaning cycle (takes about 2 ½ minutes), then turn it off/unplug it again. Continue this supervised, semi-automatic mode until your kittens have gained sufficient weight to activate the cat sensor.

Is there any weight limit?

No, the Litter-Robot does not have a weight limit. Size and weight often have little to do with whether a cat will adopt the Litter-Robot or not.

When we describe which Litter-Robot model is best for cats of a certain size, our recommendation is based on the size of the globe (litter bed area and height of internal space) and the size of the entryway.

Our definition of a small cat is approx. 2.3kg – 4.5 kg; a medium cat is approx. 4.5 kg – 6.9 kg; large cat is approx. 6.9 kg – 9 kg pounds; and an extra-large cat is any cat that weighs 9 kg and above. Again, the Litter-Robot does not have an upper weight limit, so whether or not the Litter-Robot will be comfortable for a large or fat cat is up to the individual. As long as the cat can enter the globe and turn around inside it comfortably, it doesn’t matter how much it weighs. The Litter-Robot Open Air was made with larger cats in mind. It has a larger entryway and expanded litter bed area to accommodate larger cats.

How are the waste and clean litter separated?

Litter-Robot gently and quietly separates the waste clumps from the clean litter by rotating the globe to sift the litter. The clean litter stays in the globe while the waste drops into a disposable bag held in a concealed chamber under the globe. Unlike competitors, the Litter-Robot has no rake mechanisms that can be jammed or clogged. The Litter-Robot is a reliable, fully automated self cleaning cat litter box that consistently works for every use.

Will it totally eliminate 100% litter box odour?

Litter-Robot will not eliminate all litter box odour.

However, because waste is promptly removed and contained in the base, typical litter box odour will be reduced significantly. In addition, the large carbon filter located in the front of the waste drawer absorbs odours and moisture to discourage mould growth (a major culprit of that telltale litter box smell). The reduction in odour may varies due to intensity of odour —by how many cats use it, type of litter use, and your cats’ diets, among other things.

Of course, the more often you empty the waste drawer, the less opportunity there is for odour to escape. That said, if you empty the waste drawer and notice the Litter-Robot is still a source of unpleasant odours, we recommend changing out the bed of litter completely, deep cleaning the Litter-Robot twice per year, and replacing the carbon filter and seal strips as necessary.

Can I change the Wait Time for clumping?

The Wait Time is the elapsed time starting from when your cat exits the Globe until the unit starts a Clean cycle. The default is 7 minutes. It can be adjusted for 3, 7, or 15 minutes.

Reducing the Wait Time may minimize odour, however, it may also reduce the cleaning effectiveness if clumps do not have enough time to set up. Extend the Wait Time when using a lower quality clumping litter that needs more time to set up. Press and hold the Empty button for about 5 seconds to enter Wait Time Setting mode. One of the lights will start flashing, indicating the current Wait Time Setting. Use the Reset button to toggle to the next setting: blue for 3 minutes, yellow for 7 minutes, and red for 15 minutes. Press and hold the Empty button to save the setting. The blue light will blink to confirm, then return to standby.

How do I use the Night light? What is Sleep Mode?

Although cats generally have excellent vision, aging and illness can diminish their ability to see in low light conditions. The Automatic Night Light, located in the upper Bonnet, is there to help guide your cat to the litter box. A light sensor located above the Cycle button turns the Night Light on and off automatically. Turn the Night Light function on and off by pressing and holding the Power button.

 

The Sleep Mode allows you to deactivate the Cat Sensor for 8 hours so the unit will not cycle automatically. Sleep Mode is useful for units located in bedrooms or areas where you may not want the unit to cycle for a period of 8 hours. The 8-hour period is repeated every 24 hours; the start is determined by the time the mode is initially set. To enter Sleep Mode, at the desired time, press and hold the Cycle button until the yellow light turns on (in addition to the blue standby light). Both the yellow and blue lights will be on during the next 8 hours, indicating the unit is in 8-Hour Sleep Mode.

Does Litter Robot require special litter?

Litter Robot works well with almost any clumping or scoopable litter. Litter beads and crystals that are small enough to pass through the screen will also work.

Litter Robot is not compatible with litters that are strictly absorbent, non-clumping, loose clumping, newspaper-based, or wood-based pellets. You’ll find these incompatible litters create a muddy mess and interfere with the sifting process.

Feline Pine is not compatible with the Litter-Robot. The large pellet size does not sift well. It builds up on the screen, causing clean pellets to spill into the waste drawer during the cleaning cycle.

Will Litter Robot help me save money?

Our customers reported annual litter savings of more than 50% after the switch to Litter Robot. Not to mention there is also the priceless time savings from daily poo scooping that will be a thing of the past.

Where should I put my Litter Robot?
During initial use, we recommend placing your Litter Robot near your cat’s old litter box. As soon as your cat starts using the Litter Robot regularly, remove the old litter box. At this point, the placement is up to you. Because the Litter Robot reduces almost all odor, prevents litter tracking, and has an 8-hour sleep setting (when it will not cycle), you can place it in virtually any room in the house without disturbance. If you decide to place it out of sight, set a reminder, so it’s not out of mind! You’ll need to change the waste drawer liner about once every 7-10 days (with one cat) and add litter as needed
Does the Litter-Robot require special receptacles or waste bags?

No, the Litter-Robot does not require special bags or liners for the waste drawer. The waste drawer is designed to fit a variety of liners from kitchen garbage bags to large plastic grocery bags. We want this product to make your life easier, without any gimmicks or hidden costs.

How often do I need to empty the waste drawer?

It depends on how many cats use the Litter-Robot, how big they are, and your personal preference. On average, for one adult cat, it is typical to empty the waste drawer once every 7-10 days; for two adult cats, you may need to empty the waste drawer up to two times per week. 

In any case, Litter Robot is equipped with infrared emitters and sensors that detect the level of waste in the drawer. A light on the control panel will come on to alert you when the waste drawer is full and needs to be emptied.
Is dust a problem with the movement of the litter?

Not at all. In fact, dust is virtually eliminated. The slow rotation of the globe combined with the size of the filtering screen results in minimal agitation of the litter. We often hear from customers that this is one of their favorite things about the Litter-Robot: freedom from scooping means freedom from inhaling dirty dust!

How do I clean the Litter Robot? How often should I clean?

Cleaning the Litter Robot is easy. You can remove the Globe and waste drawer for sponge wash or deep cleaning. All other parts should be wipe clean and not submerged or soaked in water. We recommend cleaning the inside of the Globe every 1-2 months. This really depends on your personal preference and your cat’s behaviour.

What happens if the globe jams?
If the globe jams, the motor will stop all rotation and the red and yellow lights on the control panel will flash. To fix, turn the Litter Robot off, then on again. If the jam persists, call our Customer Service at +65 6748 3135, our staff will help you troubleshoot and resolve any common problems.
Will the globe turn while my cat is inside?

No, the globe cannot turn while your cat is inside. The cat sensor is activated any time a cat enters or reenters the globe, resetting the timer for another 7 minutes, thereby preventing a cleaning cycle from starting while your cat is inside. 

Are there any sharp edges or wires inside the globe that could injure my cat?

No. The globe does not contain any mechanisms or wires that could hurt or harm your cat. The Litter Robot was designed with your cat’s safety as our utmost priority.

What is the power voltage required? How much power does it consume?
Litter Robot will work with both 110 and 220 currents. You can use any power supply that provides 15VDC, up to 1 amp or a converter suitable to your region.
If you’re worried about going from a human-powered litter box to an electric one, don’t be. The Litter Robot consumes very small amount of power. When the motor is working to rotate the globe during a cleaning cycle, the Litter-Robot uses just 2.7 Watts of electricity. When the Litter-Robot is on standby, which is 99% of the time, it uses just 0.36 Watts of electricity.
How long is the warranty? What is covered?
Litter Robot is warranted for 12months from the purchase date against any defects under normal use.
For Singapore customers, our warranty assurance include technical support, repair services and replacement parts for your Litter Robot.
Our Care team also support International customers with technical guidance, assessment and free parts for warranty repairs or replacement.

Vuum

Is Vuum safe for my pets?

Safety is our utmost priority and that is why we took extra steps to ensure our products are not only the most pet-friendly dryers on the market, but the safest:

Below are other safety measures we took to ensure your pet’s safety in a Pet Care Room:

  • Pre-programmed settings – Carefully tested and selected settings to optimize drying within a safe protected temperature range and environment.
  • Temperature Sensors – monitor the inside temperature of the unit. A visual and sound alert is activated should a temperature malfunction or deviation ever occur.
  • Ventilation – Pet Care Rooms are not sealed so air flows into the room even when the unit is turned off.
How long does it take to dry my pet?

The drying time will vary from size and breed of the pets. On average, the time range to achieve 80-90% dryness are as follows:

Small ( < 15 kg)          – 20 to 30 mins
Medium (15 – 20 kg) – 30 to 40 mins
Large (> 20 kg)          – 40 to 50 mins

 

Can I use Vuum daily?

Yes. Vuum can be used daily for all fur pets.

Select “Care” mode for a 20-minute air shower session. This is especially suitable for dogs after walks and/or water play.

Pet Care Room not only removes dust and dirt, it also relieves muscle aches from walk/play in a stress-free room.

Select “Dry” mode for a 20-40 minute drying session after wet shower or wet pool play. Subject to size and breed of pets, the drying time may vary from the estimated time

Can I use it continually to dry multiple pets?

Vuum is manufactured to allow up to 4hours continual usage for home and commercial purposes

Can I placed it outdoor or on my balcony?

Vuum products should be placed indoors to avoid direct sunlight and rain.

What maintenance is required for Pet Care Room?

Vuum is simple to maintain.

Carbon Filter/Filters:
Regular filter clean is required to remove fur and trapped dirt.

Interior and exterior surfaces of Pet Care Room:
Normal dry-wipe cleaning using mild disinfectant or mild soap and water.

Collection tray:
The tray can be easily removed for rinse and wash

How often do I have to change the aroma capsule and oxygenated cartridge?

Changing of aroma capsule and oxygenated cartridge is subjected to usage of Pet Care Room.

Based on daily usage of pet care room:
For aroma capsule – average change is 1-2 months
For oxygenated cartridge – average change is 3-4 months.

All replacement aroma capsule and oxygenated cartridge can be purchase on our website

How is the electric consumption rate for VUUM Pet Care Rooms?

VUUM pet care room consumes average of 0.9 – 1.2kw. This is more energy efficient and economical than conventional hair dryer which uses average 1.6 – 2.2kw.

During normal usage, the built in thermostat also automatically turned off once the desired temperature has been attained. Hence, resulting in even higher energy efficiency and savings.

Still need assistance?

For any other questions, please call us at +65 67483135

022032051 041