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

Express delivery is a service provided by Petico.my that allows you to receive your order much faster with a nominal fee within 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 [email protected].

ONLINE STORE RETURN & EXCHANGE

Petico.my online store return & exchange policy lasts from 7 to 14 days from the delivered date and subject to the reason of return. If 7 to 14 days have gone by since your purchase, unfortunately, we cannot offer you an exchange or refund.

• Change of mind within 7 days

• Product defect within 14 days

• Received the wrong item within 14 days

To be eligible for a return, the 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 your refund is approved, then your refund will be processed, and a credit will automatically be applied to the bank account you provided within 7 days from the approved date.

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 [email protected].

CLEARANCE / SALES ITEMS (IF APPLICABLE)

Only regular priced items may be returned, exchanged or refunded. Unfortunately, clearance, sale items or change of mind cannot be returned, exchanged or 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 [email protected] and send your item to:

Petico.my Exchange Department

1, Jalan Emas ED 5/1,

Bandar Sri Damansara

52200 Kuala Lumpur

Malaysia.

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.

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