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Frequently Asked Questions


Question: How to sign up Love Card Membership Online?

Log-in Petsmore Mobile App → Click on “My Account” → Click on your name → Click on "Upgrade Love Member" → Click on submit orders and make payment.


Question: How to RENEW Love Card Membership Online?

Log-in Petsmore Mobile App → Click on “My Account” → Click on your name → Click on "Renew Love Member" → Click on submit orders and make payment.


Question: When long is my Love Points valid?

Any Love points, which are not been redeemed within 3 years after the end of the calendar year in which the Points were recorded, will automatically expire and be deducted from the points balance in a Member's account.


Question: I forgot my Password for Petsmore mobile app account. What should I do to retrieve it?

  1. Click on “Forget Password?” and fill your mobile number in the box.
  2. Click confirm.
  3. A temporaray password will be sent to you via SMS. You may login with the temporary password and reset password. (Click on “My Account” → Click on “Account Security”  → Click on “Change Password” → Update your new password)


Question: How to change my account personal information and shipping address?

Log-in Petsmore Mobile App → Click on “My Account” → Click on “Personal Data” → Edit your account information and Shipping address here. Only Gender, Pet Type and Email address are allowed to edit. Please contact our customer service to update for name, mobile number, birthdate and NRIC.



Question: How do place my order on the site?
Currently our website is informative base. You may place order online via our Petsmore Mobile App. Download here.

Question: What are the payment methods available?
Our Petsmore Mobile App offers various kind of Payment Methods as shown below :-
1. Credit Card / Debit Card
2. Online Banking
3. E-Wallet (TouchNGo, ShopeePay, GrabPay, Boost)



Question: Can I cancel an existing online order that have been made?
Yes,  only if the order is still on pending status.

- Please send an email to our customers service email at with the message title “Request to cancel order” in order to inform us about the cancellation order.

- Orders that are in shipping or shipped will not be cancel.


Question: Which reasons can I return/ exchange/ refund an item?
Only Product Defect Issue such as worms, mould, freshness, quality issue and not functioning are allow to return.


Question: Can I return an item after the PETSMORE return policy coverage days?
Returned items must meet the following requirements:

Offline purchase - item must be returned back to purchased outlet within 7 calendar days upon the receipt.

Online purchase (mobile app) - must be informed our customer service within 7 calendar days upon the received date (as proved by the postal or courier receipt).

Question: What are the shipping options for online purchase does Petsmore offer?
Delivery usually will be assigned to our courier service providers such as Citylink Express or J&T Express.

Question: What are the shipping fee?
The shipping rate will be based on the product weight. There is flat rate RM11.53 for first 10kg.


Question: How do I check my shipping fee when placing an order?
The shipping rate will be displayed during the checkout screen.


Question: How long does the delivery usually takes?
Delivery usually will takes about 3 to 5 working days for West Malaysia and up to 30 working days for East Malaysia.


Question: How do I track my order status?
Tracking number will be shown at order under "My Order" in Petsmore App. You may copy the tracking number and check from CItylink Express website: or J&T Express website:



Question: Is every voucher or discount code applicable to offline store and online store?
Membership voucher is valid for both offline and online store while Birthday Service voucher is applicable on offiline stores only. Other promotional / discount vouchers will be mentioned in terms and conditions.


Question: Can multiple voucher or discount codes be used at the same time?
No, only 1 code is allowed per transaction except Monthly Membership Voucher RM5.


Question: What happens if my voucher is expired?
It will no longer be valid and deemed unusable.


If we're unable to clear your doubts in the F.A.Q page. Please kindly send us an email to for us to clear your doubts. Thank You!