Q: How can I place an order?

A: First, you should create an account with us at “Create An Account”, fill in all the information required then you can start ordering. Look for the item, click the quantity that you wish to purchase, add to the chart, then finally proceed to checkout. 

Q: What payment methods can I use?

A: Currently we accept debit & credit card (Visa, MasterCard, UnionPay), online banking (FPX) and eWallet payment (Touch'N Go eWallet, Boost, GrabPay, MAE, Mcash, NetsQR & ShopeePay). 

Q: How do I know if my order is confirmed?

A: You may check your orders at “My Orders” once payment is made. 

Q: Can I make changes to my order once it's been placed?

A: No, you are not allowed to make changes after payment has been processed, kindly check and ensure that your delivery details and ordered/purchased item(s) are correct before making the payment.

Q: Can I cancel my order after payment has been made?

A: No, you are not allowed to cancel the order after payment has been processed, kindly check and ensure the item(s) that you have selected are correct before making the payment.

Q: How do I get a receipt for my order?

A: Receipt will be sent through email automatically once payment is made.

Q: Can I buy your products in stores?

A: We currently accept orders through online. You also can find our products at this convenience store & pet store list. 

Q: Do I need to create an account before ordering? 

A: You are able to place an order by creating an account with us or as a guest. However, you need to create an account with us in order to check your order status.

Q: What should I do if I have forgotten my password? How can I reset my password?

A: If you have forgotten your password, you can reset it by clicking the “Forgot Password” button at sign in page. 

Q: How can I change my personal details?

A: You can always change your personal details at “My Account”.

Q: How can I track my order?

A: You will receive a tracking number in your email once we have shipped it out which includes the link where you may trace your order. 

Q: How long does it take for me to get my orders?

A: After you made payment for your order, it normally take 3 - 5 working days (West Malaysia). During the covid pandemic with FMCO, EMCO, MCO, CMCO area, there might be some delays which are beyond our control, hence please do expect some shipping delays alongside with the delivery.  

Q: Can I change the delivery address after payment is made?

A: No, you are not allowed to make changes after payment has been processed, kindly check and ensure that your delivery details and ordered/purchased item(s) are correct before making the payment.

Q: What are the delivery charges?

A: Shipping fee are determined by shipping address and order weight. The shipping fee is calculated and displayed on the Checkout page before you complete your order. 

Q: Do you ship nationwide?

A: We provide delivery service for West Malaysia. Unfortunately, we not able to provide shipping to East Malaysia at the moment & we encourage our East Malaysia customer to purchase at our Shopee office store "Click Here" to make a purchase. 

Q: Can I collect my order directly from your store?

A: Yes, we will inform you when your order(s) is ready for collection via email/whatsapp/call & you may collect from our warehouse afterwards.  

Q: What should I do if I received an incomplete order? (i.e. missing product/ wrongly packed order)

A: Please kindly proceed to inform our Customer Care Team within 7 days from the date of receiving your parcel. Our team will proceed to carry out remedial action after checking and verifying your claim. We will not entertain any claims which are brought to our attention after the expiry of 7 days from the date of receiving your parcel. 

Q: What should I do if the item received any dissatisfaction product? (i.e. spoiled, damaged & etc)

A: Please kindly proceed to inform our Customer Care Team within 7 days from the date of receiving your parcel. Our team will proceed to carry out remedial action after checking and verifying your claim. We will not entertain any claims which are brought to our attention after the expiry of 7 days from the date of receiving your parcel. 

Q: What should I do if my parcel is lost?

A: Please kindly proceed to inform our Customer Care Team. 

Q: How do I return the product to Pawsona?

A: For returned & refunded products (i.e. spoiled, damaged & etc), you can keep or dispose of it without returning it to us.  

Q: How long does a refund take?

A: Normally it will take around 7 - 14 days to refund to your transaction account. 

I have more enquiries, How can I get in touch with you?

You can always contact our customer service at +6016-200 2589 or email us at [email protected] if you have any questions.