Terms & Conditions

Payment Policy

We require full payment from customers for online purchases.

Please refer to below for our payment methods:
  • Payment Gateway (iPay88): Credit Card, FPX, Online Banking

Delivery Policy

We will endeavour to despatch the products as promptly as possible. We will deliver the products you ordered via secure courier service and to the address which you specify in the check-out procedure.

If you do not supply adequate delivery information, we may cancel your order and retain the products. In this event, we will refund you the price of the products, but you will still be liable to pay any delivery charges if incurred.

You will receive the tracking number once we shipped your parcel. If there is an error or any other delivery problem in respect of the parcel shipped, you must notify us within 7 days of the shipment date. Please contact us at +603-8063 1699 or email us on ecomm@petswell.com.my. We will not be liable for any loss or damage if you fail to do this.

If you missed the first time of delivery, please contact the courier service company for the arrangement of re-delivery or self pick-up. We will not be liable for any loss or damage if you fail to do this.

Delivery Time Frame

Orders are processed Monday to Friday excluding public holidays. Shipments are made between 10am - 5pm Monday to Friday. Currently we do not have a weekend delivery service.

  • When I will receive my delivery?

You will receive the estimated delivery date notice through an order confirmation email at the time of your purchase. Please note that this is not a guaranteed delivery date for your order. Some areas may take longer due to the frequency of delivery to the delivery address postcode. Our system calculates this estimated date considering the total amount of time to process your order including: packaging, transit time to the delivery provider, and transit time to the delivery address.

This typically takes:

4 - 8 working days for Peninsular Malaysia
6 - 10 working days for East Malaysia
 
If you did not receive an order confirmation email, please contact us at +603-8063 1699 or email us on ecomm@petswell.com.my.

Delivery Rates

Destination Parcel (RM)
  1st 3kg Every Additional kg
Peninsular Malaysia 6.80 2.10
  1st 1kg Every Additional kg
East Malaysia 12.10 11.60
  • What am I responsible for upon delivery?
Please be sure to sign the delivery order note in the presence of the courier service company representative to indicate your parcel has been received. Examine your order upon delivery to ensure that there are no visible signs of inappropriate or damaged packaging.

Return & Refund Policy

If you are not satisfied with your purchase, please contact us at +603-8063 1699 or email us on ecomm@petswell.com.my within 24 hours of the delivey date. Please provide your order reference number with a brief description of the issues you are facing. Please return the items to us within 5 days of the delivery date. We will not be liable for any loss or damage if you fail to do this.
 
Terms & Conditions
  • We only accept return and refund for wrong and damaged items.
  • All returned items must be unused, with their original packaging.
  • Return shipping will be at the cost of the purchaser.
Cancelling Your Order

Since the orders are despatched promptly, we are unable to cancel your order after you have received the order confirmation email.

If you do not supply adequate delivery information, we may cancel your order and retain the products. In this event, we will refund you the price of the products, but you will be liable to pay any delivery charges if incurred.

If the item that you ordered is out of stock, we will cancel your order on that particular item and ship the other available items as usual. We will refund you the price of that particular item.

Refund Methods
  • For the purchases which have been cancelled due to stock out, we will complete the refund within 5 - 7 working days after you have received your order confirmation email.
  • For the purchases which have been cancelled due to wrong or damaged items, we will complete the refund within 5 - 7 working days after we have received your returned items.
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