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Frequently Asked Questions


Questions

Answers

1) Is it necessary to sign up an account to place an order?

Yes, you are required to sign up an account in order to place an order. You may sign up a new account through email or social media.

2) What payment methods do you accept?

We accept different payment methods including credit/debit card, online banking and e-Wallet.

3) What shipping methods do you provide?

We provide delivery services through Freight Mark or own courier service depending on the volume of purchase.

4) How long will it take to receive my order?

Your order will be shipped out in 2 working days and you will receive an email that will include a tracking number and courier used. Delivery usually takes 5-12 days from the shipped date, excluding holidays.

5) How do I apply a promotion code?

Just simply type in your coupon code at the checkout page to enjoy the discount.

6) How do I contact with customer service?

You are free to reach our customer service at 03-5518 3360 anytime between 9am – 6pm during weekday or email us at sales.petsupply@dim.com.my.

7) How can I find out when an item is back in stock?

You may simply request us to email you when the product is back in stock in the product webpage.

8) How can I know about your latest information and promotion?

You may subscribe to our newsletter below to stay updated with our latest news and promotions.

9) How do I request for a refund or replacement?

Please reach out to our Customer Service Team before applying for a return / refund, we will assist you further and guide you the way.

10) How much is the delivery fee?

Delivery fee is standardized at RM 15 across West Malaysia. By spending RM80 or more in PetSupply, you are entitled with free delivery across West Malaysia.

11) Can I purchase from Pet Supply if I live within East Malaysia?

Unfortunately, PetSupply delivery only covers the West Malaysia.

12) How does the coins system work?

For every 100 coins earned, it can be converted to a discount of RM 1 when purchasing in PetSupply. (Not applicable for reseller)

13) How do I get coins?

You can gain coins when you create an affiliate account and invite your friend to sign up under you by sending them an invitation link. If your affiliate friend spend at least RM 70 during the first purchase via the invitation link, both parties (you and your friend) get 500 points automatically. This is only applicable on the affiliate friend’s first purchase. (This is not applicable for reseller)

14) Any other ways to earn coins?

Yes, there is. You are entitled to a loyalty program once you signed up. You may get 1 point for every RM 1 spent in PetSupply. (This is not applicable for reseller)

15) What is the reseller program and how do I join it?

If you are interested to become one of our reseller, visit https://petsupply.my/reseller/ for more information and register to be our reseller.