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Delivery, Exchange & Return Policy

Home » Delivery, Exchange & Return Policy

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 J&T Express.
  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

  1. Orders are exchangeable within 7 calendar days upon receipt where meet the exchange requirements.
  2. Exchange policy only valid for normal merchandise only.
  3. Life Pet, Services and Clearance items are not entitled for exchange.
  4. Exchange ONLY allows at the purchased outlet.
  5. Exchange items must be equal or greater value.
  6. Exchange form will be required to fill in with personal data such as name, NRIC, contact number, signature and submit to related department to proceed for exchange.
  7. For online purchase (purchase via mobile app only), exchange can be only allowed after approve by E-Commerce Department. Please reach us on WhatsApp at +6012- 548 8449 for any exchange issue.
  8. For online purchase (purchase via mobile app only), please return your purchase to the following address:

PETSMORE SDN. BHD. (ECOM DEPARTMENT)

No. 9, Jalan Haji Abdul Manan 3/KU8,
Taman Perindustrian Meru Barat,
42200 Kapar, Selangor.

9. Returned items must meet the following requirements:

    • Exchange is valid for product defect issue such as worms, mould, freshness, quality issue and not functioning.
    • Consumable item must be consumed less than 20% of the original weight or volume.
    • Returned item must be in original packaging.

Product Refunds Policy

  1. Refund policy is valid on normal merchandise only.
  2. Life Pet, Services and Clearance items are not entitled for refund.
  3. Items are refundable within 7 calendar days upon receipt where meet the refund requirements.
  4. Refund ONLY allows at the purchased outlet.
  5. Refund items must meet the following requirements:
  • Refund is valid for product defect issue such as worms, mould, freshness, quality issue and not functioning)
  • Consumable item must be consumed less than 20% of the original weight or volume.
  • Refund item must be in original packaging.

6.Refund amount is based on the original purchased price.

7. Refund form will be required to fill in with personal data such as name, NRIC, contact number, bank account details, signature and submit to related department to proceed for refund.

8. Expected time of refund may take up to 14 working days.

9. For online purchase (purchase via mobile app only), refund can be only processed after approve by E-Commerce Department. Please WhatsApp 012-548 8449 for any refund issue.

10. For online purchase (purchase via mobile app only), please return your purchase to the following address:

PETSMORE SDN. BHD. (ECOM DEPARTMENT)

No. 9, Jalan Haji Abdul Manan 3/KU8,
Taman Perindustrian Meru Barat,
42200 Kapar, Selangor.

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