Delivery & Returns Policy
These are the current delivery, payment and returns terms for the PetChill Malaysia online store. Figures such as the free-delivery threshold are shown at checkout and in the shop's Delivery and Payment Terms.
Free delivery threshold
- Orders that reach the free-delivery threshold get free delivery. The exact threshold and any delivery fee are calculated and shown at checkout.
- Orders containing specially discounted add-on items do not count those items towards the free-delivery threshold.
- Prices on the shop are in Malaysian Ringgit (RM).
Delivery arrangements
- Orders are delivered by courier across Malaysia.
- The courier confirms with the recipient by phone or WhatsApp before delivery.
- Members can check delivery progress in the member area.
- Delivery schedules may be affected by weather and courier conditions.
Returns, refunds and exchanges
- Contact customer service with your order number to arrange a return, refund or exchange.
- Each request is assessed according to the item and the reason; the applicable arrangement is confirmed before anything is shipped back.
- If an item is faulty or damaged in transit, contact us as soon as possible with your order number and photos.
Payment methods
The payment methods available are the ones shown at checkout on the shop site. Once payment is complete, the order status updates in the member area.
Frequently asked questions
- Is there free delivery, and what does shipping cost?
- Qualifying orders qualify for free delivery. The current free-delivery threshold and any delivery fee are shown at checkout and on the shop's Delivery and Payment Terms page — please check the figure shown when you place your order. Orders of specially discounted add-on items do not count towards the free-delivery threshold.
- Who delivers my order, and when?
- Orders are delivered by courier across Malaysia. The courier confirms with the recipient by phone or WhatsApp before delivery, and members can check delivery progress in the member area. Delivery days may be affected by weather and courier conditions.
- How do I contact customer service?
- Customer service hotline: 019-300 8552. Service hours are Monday to Saturday 08:30–17:00 (lunch break 12:00–13:00); closed Sundays and public holidays. Please include your order number so we can help faster.
- What happens if a free gift is out of stock?
- If a free gift in your order is out of stock, we will select an alternative free gift of equal value without prior notice. Thank you for your understanding.
- How do returns, refunds and exchanges work?
- Contact customer service with your order number to arrange a return, refund or exchange. Each request is assessed according to the item and the reason, and the applicable arrangement is confirmed by our staff before anything is shipped back.
- Which payment methods can I use?
- The payment methods available are the ones shown at checkout on the shop site. Once payment is complete, the order status updates in the member area.
Contact us
Customer service hotline: 019-300 8552. Service hours are Monday to Saturday 08:30–17:00 (lunch break 12:00–13:00); closed Sundays and public holidays.