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Terms & Condition of Mobile Shopping

Standard Delivery


  1. Delivery will take from 3 to 5 working days upon confirmation of order (excluding weekend & public holidays) where your order will be processed and dispatched from our warehouse. Please note that this may take longer for East Malaysia and during sales period.
  2. All the products will be charged based on the product weight as courier fee.
  3. All the orders will be dispatched by our assigned courier service which is Citylink or J&T Express.
  4. Delivery is applicable for West Malaysia and East Malaysia.
  5. In the event that you are not received your order after 7 working days (14 working days for East Malaysia), please call 012- 548 8449 or email to


Store Pick Up Service


  1. Store Pick Up Service will be available at the all the locations and pick up time is available based on the business hours of the outlets.
  2. All the store pick up service will be ready at least 1 hour after orders place via mobile app. Please call the respective outlets to avoid any missed out.
  3. In the event that you are not available to collect your order on the assigned date, please call the respective outlets.


Cancellation Policy


PETSMORE reserves the right to hold or cancel any order with prior notice when deemed necessary.

PETSMORE will proceed with cancellation should circumstances below occur:


  • The item is not / no longer available
  • Pricing disputes arise
  • Product illustration differs from actual product
  • Payment failed or not received
  • Payment information could not be verified
  • The order cannot be shipped to the address provided or where the shipping address could not be verified
  • Violation of PETSMORE's Terms and Conditions
  • Cancellation initiated by the Customer
  • Any other unforeseen circumstances that lead to cancellation
  • Upon cancellation, refund will be processed accordingly and might take up to 14 working days.