I have a question about an order I have received
Contact Petsmore.com
If you were unable to find your answer in the Help area of our website, you can select a topic below and click "continue" for more information. Another alternative way is to contact our Customer Services Department if your question is still not answered.
Question about a product
How to find a product
There are two alternative ways in finding product on www.petsmore.com: Either Searching by Keyword or the Product Number in the search box. By using either method, you will find a variety of sorting functions to help you search.
How to get more information on a product
If you would like more information about a product you see on www.petsmore.com, as simple as a click on the product image. This will take you to a Product Detail page that provides a complete product description on the product of interest.
How to add products to my shopping card
by just following these simple steps to add products to your cart:
- Firstly you have to choose a size and/or colour for the product you want to purchase. Click on the drop-down menu under the product description to choose a size and/or colour.
- Enter the quantity of a product you desire in the field provided.
- Lastly, click on the "Add to Cart" button to add the product to your Shopping Cart.
How to calculate the delivery time
- Delivery Time = Warehouse Handling Time + Shipping Time
- Warehouse Handling Time refers to the amount of time for your order to leave our warehouse.
- Shipping Time is the time taken to ship your order once it has left our warehouse.
Please note that business days are Monday to Friday, excluding weekend and public holidays within Malaysia
To know about the status of an order I have placed
Viewing Your Order Status
- The status of your most recent orders can be viewed by visiting our My Previous Order page. This is the most convenient way to find current information regarding your orders. Please note that your order information may not appear in your order history on www.petsmore.com for up to 1 day.
- When you click on My Previous Order, you will be required to sign in with your e-mail address and password. The Order History page will provide you with detailed information about your current and past orders.
- After your order is shipped, your tracking number will be displayed if the courier offers order tracking. You can click on the tracking number to view the delivery status of your order (a shipping company may not be able to track a number for up to 2 full business days).
- All questions regarding the status of a package with a tracking number must be directed to the shipping company itself. To contact the shipping company, simply click on the tracking number. This will redirect you to the courier’s website, where more information is available.
Tracking Your Order
- At our warehouse, tracking numbers are immediately assigned to packages (when applicable) and generally appear on our website along with your order information. However, it may take up to 2 full business days before the package is checked into the courier tracking system. Although your package has been shipped from our warehouse, the courier may not be able to provide any information regarding your package for up to 2 full business days.
- Occasionally, orders are delivered via a courier that does not offer the ability to track a package. In these rare instances, your Order History on www.petsmore.com will not offer any tracking information. However it will still provide your order status and other details.
- Finding Your Order Status
3 easy ways to find out your order status:
- Check your e-mail. You are required to enter valid e-mail address during Checkout, so that you will be able to receive e-mails regarding the status of your order.
- Visit our website. You may sign in at www.petsmore.com to view your Order History at any time. Information about your open orders, tracking (when applicable), and past orders is available.
- Contact us. If you still have query about your order, please contact us via e-mail or phone at 03-2078 8449
Delivery of Your Products
- Delivery duration of purchased products depends on your location.
- Products will only be shipped during regular business days, which are Monday to Friday, excluding weekend and public holidays within Malaysia. If you have received an e-mail notifying that your purchased products have been shipped during a weekend or public holiday, they will not actually be shipped until the following business day.
- We place a high priority on our customer security and privacy. For the related reasons, most product would require a minimum of 2 to 3 full working days to leave our warehouse before being shipped.
Finding Products
There are two ways to find products on www.petsmore.com: Searching by Keyword or Product Number in the search box. By either method, you will find a variety of sorting functions to help you search.
Learning More about Products
if you would like more information about a product you see on www.petsmore.com, simply click on the product. This will take you to a Product Detail page that provides a complete product description.
Adding Products to Your Shopping Cart
To add products to your Shopping Cart, follow these simple steps:
- It may be necessary to choose a size and/or colour for the product you want to purchase. Click on the drop-down menu under the product description to select a size and/or colour.
- Enter a quantity in the field provided.
- Click the "Add to Cart" button to add the item into your Shopping Cart.
Making Changes to Your Shopping Cart
the following changes can be made to your shopping cart:
- Reset the quantity. If you wish to reset the order quantity of any item in your cart, simply type the desired quantity next to the item and click Recalculate
- Remove a product from your Shopping Cart. Select the product and click the corresponding “x” for the particular item.
- Return to shopping. To continue shopping on www.petsmore.com, you may click “Continue Shopping”. The Shopping Card will store products you wish to purchase. You can return to your cart at any time by clicking “Shopping Card” at the top of the page.
Return Policy
in www.petsmore.com we would want you to be fully satisfied with your purchase. If you are unsatisfied with a product you purchased, you may return the product, minus the shipping, handling, and other additional charges.
Please refer to the Return Instructions
on the packing slip when returning your product. The product must be returned in good condition, in original packaging, and with all paperwork, parts and accessories to ensure credit.
Return Address
If you wish to return a product, ship the package to the following address:
www.petsmore.com
No 10, Jalan Sultan,
50000 Kuala Lumpur.
Please note: www.petsmore.com is not responsible for shipping, handling, gift wrap, and other additional charges for returned products.
Damaged or Defective Products
A damaged or defective product is received upon arrival, please call our Customer Care Department immediately. It is important that you contact us before returning the product, so that we may assist you with the return shipping fees.
Before you call, please make sure your order number is available. If you do not know your order number, kindly visit “My previous order” page to find the number in your Order History. Please be ready with a detailed description of the damage or defect before contacting us.
Contact our Customer Care Department at 603 – 2078 8449.
Wrong Product, Color, or Size
If a wrong product is shipped to you, please contact our Customer Care Department immediately. It is important that you contact us before returning your product, so that we may assist you with return the shipping fees.
Before you call, please have your order number available. If you do not know your order number, please visit My Previous Order page to find the number in your Order History. Please be ready with a detailed description of the difference between the products you ordered and the product that you received before you call.
Contact our Customer Care Department at 603 – 2078 8449.
Exchanging a Product
Unfortunately, we do not accept any exchanges at this time. If you insist in exchanging a product, please do call our customer services centre or email us for more information.
Please note: www.petsmore.com is not responsible for shipping, handling, gift wrap, or other additional charges for returned products.
