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Delivery, Return & Exchange Policy

DELIVERY

Order will be shipped within 2 to 3 working days after payment confirmation unless informed via email or SMS otherwise.

Order will be shipped via NinjaVan, delivery time frame is as follows:

East Malaysia - 2 to 3 working days.

West Malaysia - 4 to 5 working days.


PICKUP FROM STORE 

Customer who selected pickup from store can pick up the order from Monday to Saturday 10 am to 7 pm.

Customer has to present their proof of order confirmation upon collection.


EXPRESS DELIVERY  New 

Express delivery is a service provided by Petico.my that allows you to receive your order much faster with a nominal fee and condition as below:

If the order value above is below RM100

RM9.99 for parcel weight below 5kg within Peninsular Malaysia

RM14.99 for parcel weight 5kg and above within Peninsular Malaysia


If the order value above is above RM100

RM4.99 for parcel weight below 5kg within Peninsular Malaysia

RM9.99 for parcel weight 5kg and above within Peninsular Malaysia


Express delivery coverage by area:

  • Bandar Sri Damansara
  • Kepong
  • Bandar Manjalara
  • Desa Aman Puri
  • Taman Tun Dr Ismail
  • Sri Hartamas 
  • Mont Kiara
  • Desa Park City
  • Sungai Buloh
  • Jinjang
  • Bandar Utama
  • Damansara Utama
  • Damansara Heights
  • Damansara Damai
  • Mutiara Damansara
  • Damansara Perdana
  • Damansara Height
  • Kota Damansara
  • Segambut 

Express delivery coverage by postcode:

Coverage Area by Postcode

46978

47000

47400

47410

47800

47810

47820

47830

50480

50490

51200

52000

52100

52200

60000


Enjoy Same Day Delivery (between 9am – 12pm) if you place your order:

Order placed BEFORE 12pm

Order placed AFTER 12pm

Same Day Delivery 

Next Day Delivery


Otherwise, receive your order the following working day.

Only orders placed on a working day are entitled to next working day delivery.

If you place your order on Saturday (after 12pm) or Sunday, you may only receive it on Monday. 

If you place your order on a Public Holiday, you may only receive it on the next working day.

Petico.my will provide a full refund on the express delivery fee if the order was not delivered within the promised timeframe. Just drop us an email at online@petico.my.


RETURN & EXCHANGE

Our return & exchange policy lasts 10 working days. If 10 working days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Additional non-returnable items:

* Opened canned or package pet food

* Opened and consumed canned or package pet food that is less than 80% of the original content.

* Hygiene, health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.


There are certain situations where only partial refunds are granted: (if applicable)

* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

* Any item that is returned more than 30 days after delivery

* Any purchases made with Petico Coins can be returned and refund. However, the refund value will exclude the value of the Petico Coins and the Petico Coins used for the purchase will not be rescinded in your account.


REFUNDS (IF APPLICABLE) 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.


LATE OR MISSING REFUNDS (IF APPLICABLE) 

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at online@petico.my.


SALES ITEMS (IF APPLICABLE) 

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

 

EXCHANGES (IF APPLICABLE) 

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at online@petico.my and send your item to:


Petico.my Exchange Department

1, Jalan Emas ED 5/1,

Bandar Sri Damansara

52200 Kuala Lumpur

Malaysia.


GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.


SHIPPING

To return your product, you should mail your product to:

Petico.my Return Department

1, Jalan Emas SD 5/1,

Bandar Sri Damansara,

52200 Kuala Lumpur

Malaysia.


You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over RM500, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.