Delivery and Returns
PetSupply.my aims to deliver all orders within 3 business day or as mentioned on the product's page before purchase. PetSupply.my will contact customer within 48 business hours if the purchased items are not available within agreed delivery date, and arrange with customer for new delay delivery date. However, if customer disagree of delayed delivery date or if PetSupply.my failed to deliver within 7 business day, PetSupply.my will fully refund the purchased cost of the products. PetSupply.my will be using GDex for peninsular Malaysia delivery and POS Laju for East Malaysia Delivery. Most of the products that sold at PetSupply.my are eligible for free delivery at all region in Malaysia. In the rare circumstance that your item has a defect or is missing from your order please follow the directions in our FAQ or contact our Customer Service. However, shipping fee will may be applied with the following conditions:
1) For products less than 3kg and
within Peninsular Malaysia - For orders below RM200, a total of RM9
shipping charges applied.
2) For products less than 3kg and within Labuan, East Malaysia - For orders below RM200, a total of RM15 shipping charges applied.
3) Surcharge products – A small number of products will incur a surcharge that does not abide by the above conditions. This surcharge is calculated based on the shipping area. To know which products fall under this circumstance please contact our Customer Service.
4) For Large Size Products, more than 3kg, shipping charges will be calculated based on the weight of the products.
You may return your order or items for any of the following reasons:
1) You received a damaged item from the courier
2) You have proof of purchase (order number, delivery note, bank statement).
3) The goods must be in an 'as new' condition and returned in the ORIGINAL, undamaged packaging along with the accessories (including manuals, warranty cards, certificate of authenticity) and free gifts received with it.
4) The product must not have been used or installed.
5) All sealed items must not be opened. In case you have opened the seal, please refer for assistance to the relevant service center indicated on the warranty information.
Please note that for hygienic and logistical reasons, some items are not returnable. If your return meets all the requirements above and you wish to proceed with the return, please include the return slip in the parcel and send the item through Pos Laju (other courier service provides are also accepted) to:
PetSupply.my Returns Department
No 6, Jalan Pahat 16/8A,
Section 16, 40200,
Shah Alam, Selangor
Please keep the Tracking Number for the parcel
provided by Poslaju (or other courier tracking number) to monitor your
shipment to us.
We will conduct an evaluation within two (2) business days of receiving your returned items, you will receive an sms and email once the returned item is received at the warehouse.
If your return is valid, we will process your refund or replacement, based on what you have indicated in the return form.
If your return is not valid, we will notify you and send the item back to you. We will not reimburse your courier charges.