Standard Delivery

  1. Delivery will take from 3 to 5 working days upon confirmation of order (excluding weekend & public holidays) where your order will be processed and dispatched from our warehouse. Please note that this may take longer for East Malaysia and during sales period.
  2. All the products will be charged based on the product weight as courier fee.
  3. All the orders will be dispatched by our assigned courier service which is Citylink or PosLaju.
  4. Delivery is applicable for West Malaysia and East Malaysia.
  5. West Malaysia:
    First 10kg : RM11.53
    Subsequent 1kg : RM1.15

    East Malaysia:
    First 1kg : RM15
    Subsequent 1kg : RM6

  6. In the event that you are not received your order after 7 working days (14 working days for East Malaysia), please reach us on WhatsApp at +6012- 548 8449 or email to support@petsmore.com.my
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Store Pick Up Service

  1. Store Pick Up Service will be available at the all the locations and pick up time is available based on the business hours of the outlets.
  2. All the store pick up service will be ready at least 1 hour after orders place via mobile app. Please call the respective outlets to avoid any missed out.
  3. In the event that you are not available to collect your order on the assigned date, please call the respective outlets.

Cancellation Policy

PETSMORE reserves the right to hold or cancel any order with prior notice when deemed necessary.

PETSMORE will proceed with cancellation should circumstances below occur:

  • The item is not / no longer available
  • Pricing disputes arise
  • Product illustration differs from actual product
  • Payment failed or not received
  • Payment information could not be verified
  • The order cannot be shipped to the address provided or where the shipping address could not be verified
  • Violation of PETSMORE’s Terms and Conditions
  • Cancellation initiated by the Customer
  • Any other unforeseen circumstances that lead to cancellation
  • Upon cancellation, refund will be processed accordingly and might take up to 14 working days.

Product Exchange & Return Policy

You may return or exchange most items within 14 calendar days from dateof purchase (for in-store) or delivery (for online).

To qualify for an exchange or return:

  • Proof of purchase is required.
  • Item must be unused, in original packaging, and in resaleable condition.
  • Requests must be made at the original store of purchase, or by contacting hello@petsmore.com.my for online orders.
  • Petsmore reserves the right to inspect all returned items before approval.

We cannot accept returns or exchanges for:

  • Opened food, treats or supplements (unless defective).
  • Perishable goods (e.g., frozen food).
  • Hygiene, health, personal care, and accessories.
  • Clearance, sale or promotion items.
  • Gift cards, vouchers, and custom orders.

Petsmore will provide an exchange or refund for defective or damaged items. This covers valid defects only (e.g., spoilage, foreign matter, off odour, broken seal, incorrect expiry) and must not be consumed beyond 20% of the original weight or volume.Only 1 exchange is allowed per purchase. You may return the unused items within 14 calendar days at your own cost; original delivery fees are non-refundable. If the new item is of higher value, the price difference must be paid. No refund will be issued for exchanges to items of lower value.If approved, refunds will be processed as store credits within 14 working days from date of approval. The refund value will only be issued for the actual amount paid; any loyalty points or vouchers used toward the purchase will not be credited back to your account.

Return Address :

PETSMORE SDN. BHD. (ECOM DEPARTMENT)

BRIIC LEVEL 2-B1, No 1 Jalan Keluli 2B/KU2, Kawasan Perindustrian Bukit Raja, 41050, Klang