Delivery & Return
We aim to ensure your shopping experience with Pet Castle Ventures is seamless from order placement to product arrival. Find clear details on how to track your order, understand our return window, and get assistance should you need it.
Delivery
1. How long will my order take to arrive?
We typically process orders within 2-3 business days. Delivery times vary based on your location and the shipping method you select at checkout.
2. What are the shipping costs?
Shipping costs depend on your items’ weight and the delivery location. You’ll see the exact shipping cost at checkout before you complete your purchase.
3. Do you offer free shipping?
Yes, we do! We offer free shipping on orders over RM50. Check our website for current promotions and details.
4. Can I track my order?
Absolutely! Once your order ships, we’ll send you a tracking number via email so you can easily monitor your delivery status.
5. What if I'm not home when my order arrives?
If you’re not home, the courier will leave the parcel at your address and take a photo as proof of delivery. Please note: a second delivery attempt isn’t available.
6. How do I know my order has been submitted?
After placing your order, you’ll see an order confirmation screen and receive a confirmation email. If you don’t see it, please check your junk folder.
7. I'm missing an item from my order.
If an item is missing, please contact us right away, and we’ll resolve it for you.
Return
1. How do I return an item?
You have 14 days from delivery to return an unopened and unused product for a full refund. Please return items in their original packaging if possible, or use suitable alternative packaging. Return shipping costs are at your expense.
2. What if my item is damaged or incorrect?
If you receive a damaged or incorrect item, please take a photo and contact us immediately for assistance.
3. How long does it take to process a return?
Once we receive and inspect your returned item, we’ll process your refund within 10 business days. You’ll receive a confirmation email when the refund is issued.
4. Non-refundable products
We cannot offer refunds on opened food packages or a select few products, such as personalized or perishable goods.
5. What if I want to return an item after 14 days?
We do not accept returns after 14 days. If you experience a problem with your product beyond this window, please contact us to discuss it.