FAQ

Product

1. What is the difference between Mia Michel, McBeal & Misha Cat Food?

Mia Michel is super premium cat food which contain higher protein compare to McBeal & Misha, suitable for cats with breed.

McBeal is premium cat food which has higher protein than Misha Cat food but less than Mia Michel, products available for kitten & adult cat and suitable for all type of cats.

Misha is regular cat food which has 26% of minimum protein level and suitable for all type of cat (domestic cats). Misha is a coloured food, while Mia Michel & McBeal are not.

2. Why McBeal Premium Cat Food more expensive than Mia Michel Super Premium Cat Food?
McBeal is a new product which is Premium Cat Food only can be bought online, while Mia Michel price has been maintained for about 10 years and it’s already in market for a long time.

3. Do you have Black woods cat food (or other brands that we don’t carry yet)?
Sorry, currently we don’t have, but we are in the process to bring in more other brands into our website.

4. I am looking for cat food with good quality & good price, which 1 is good?
We have McBeal premium for you to consider that carry ingredient & nutrition as below

Ingredient: Wholegrain, Wheat, Meat & Bone Meal, Soya, Chicken, Tuna, Animal Fats, Vegetables Oil, Essential Vitamins & Minerals.

Nutrition Analysis:

Crude Protein : min 26%; Crude Fat : min 8%; Crude Fibre : max 5%; Moisture : min 8%; Ash: max 10%; Phosphorus : min 1.2%;  Taurine : min 1.2%

5. Which are your products suitable for puppies? Please Recommend
Currently not available.

6. Do you have a food for Siberian husky or (any other expensive breed)?
Yes..we do have food that suitable for your dog which is Monte, we are using Canadian formula in making the food but still being produced in Malaysia, so it can keep the food always fresh and cut down the import cost. All our ingredient were imported from overseas.

7. I saw bersih & suci logo at your packaging, is that consider halal & from where you received that logo?
Yes can consider our product is halal..but halal terms is only apply to human food and for pet food, Jabatan Agama Islam Selangor has put a guideline to called it “Bersih & Suci”. And we have obtained the “Bersih & Suci” certificate from Jabatan Agama Islam Selangor that stated our manufacturing status (attached together the certificate as a proof).

8. What is the minimum amount for pet shops to purchase? Can mix sku?
Min amount RM1000. Yes can mix.

9. I owned a pet shelter & is there any discount if I buy in bulk/wholesale? And how much is the delivery charges? I stay at Penang.
Yes, we do have special rate for pet shelter, but to follow our standard of procedure, we need your organization certificate or business card shall you have as a proof, (if customer have, then only share below price : )

Monte chicken dog food 30kg - RM 120 + 6% = RM 127.20

Monte Lamb dog food 30kg - RM 140 + 6% = RM 148.40

Monte Puppy chicken dog food 30kg - RM 150 + 6% = RM 159

Monte Puppy Lamb dog food 30kg - RM 170 + 6% = RM 180.20

Cat food 30kg - RM 150 + 6% = RM 159

Kitten Cat Food 30kg - RM 170 + 6% = RM 180.20

Delivery charges for 1 bag (30kg) will be RM 15.

10. If I buy in bulk, how much is the transportation charges, I’m staying in Kedah.
1 sack bag with filled of 30kg, we will charge RM15 for the transportation cost.

Delivery/Shipping

1. What are the shipping/delivery rates?

Within Klang Valley• www.mypetshop.com.my charges a flat RM10 shipping/delivery rate per order for deliveries to the whole of Klang Valley area.• Free shipping for orders above RM60.• Outside Klang Valley (Whole west Malaysia)• Shipping rates are calculated based on weight.• Below & 3kg – RM11.15• 6kg-10kg – RM17.30

East Malaysia - We will advice for the courier service rate, please proceed to contact our customer service at 013-618 6891

Note: Your shipping fee (if any) will be clearly indicated at the time of checkout that available in the Order Summary before you proceed with payment.

2. When will I receive my order?
After your order is verified and payment has been cleared (immediate for credit card payment/iPay88 option or bank deposit option via Maybank/CIMB transfer), you can expect to receive your order within the following time frame: West Malaysia: 3-5 working days (except Saturday, Sunday and holidays) East Malaysia: 5-7 working days (except Saturday, Sunday and holidays)

3. I ordered multiple items, but I only receive ONE (1), where are my other items?
Please reach out to us via e-mail at sales@mypetshop.com.my or call 012-350 0980 immediately if you find some items missing in your parcel with your order number and the missing item's name. We will investigate the matter for you right away. If there is any arrangement for separate items delivery would have been informed to you in advance.

4. Can I pre-arrange/schedule the date of my delivery?
We are able to pre-arrange/schedule the date of your delivery if it is beyond the indicated next 3 working days for West Malaysia or 7 working days for East Malaysia.

5. Do you deliver during weekends and holidays?
Unfortunately, our courier partners are unable to deliver during weekends or public holidays. Please expect to receive your parcel of order on working days only. Exceptions are given on case-to-base basis for special request on weekend deliveries and additional charges may apply.

6. I need my order immediately; can www.mypetshop.com.my speed up the delivery?
Unfortunately we are unable to speed up the delivery. However, www.mypetshop.com.my will do our best to ensure that your order reach you in soonest time possible and we have in some cases been able to deliver on the same day. Depending on the delivery queue as well as time and location factors, some orders may reach customers earlier within the promised period.

7. I have just received a notification e-mail saying that my order has been fulfilled. When will I receive my order?
Once you receive the notification of fulfillment, you should be able to receive your order within the promised delivery time frame of 3-5 business days for West Malaysia locations and 5-7 working days for East Malaysia locations. Note: Your tracking number will be available on the courier tracking site in the next 24 hours with the details of the courier partner in the same notification e-mail.

8. How can I know exact date and time of the delivery?
We are unable to provide you with an exact date and time of the delivery. Delivery times are influenced by delivery queue, product availability, your shipping destination and the courier partner's delivery schedule in your location.

9. Can I cancel my order after order has been shipped?
Unfortunately we are unable to accommodate to your request for cancellation once the item has been shipped.

10. Does www.mypetshop.com.my offer international shipments?
International shipment is not available at www.mypetshop.com.my at the moment.

11. Can www.mypetshop.com.my deliver the package to my office?
www.mypetshop.com.my can deliver to the address as indicated during checkout, whether it is your house or office address.

12. Can I pick up my order at www.mypetshop.com.my office?
www.mypetshop.com.my currently does not provide our customers with a self-service delivery location to pick up your orders.

Service

1. Where is your store/shop location?
Apology, currently we don’t have a physical shop, but our management office that run this online business were located at Pulau Indah, Pelabuhan Klang.

2. I’m having a difficulty to register at your website, could you help out?
Yes, our customer service will assist you on giving direction to register.

3. Why I can’t apply my coupon during check out?
Please proceed to contact our customer service at 012-350 0980, they will help you to retrieve your Coupon code, please make sure to keep your code for our checking.

Promotion

1. I saw your promotion…..but it’s already ended, can I still get the offer?
Unfortunately no, but since you are new customer we would like to have your contact so that we can keep update you with every promotion and thank you for supporting us all this while.

2. How to redeem my online voucher?
After done choosing your item, view your shopping cart (click at trolley symbol on top), click view cart, click use coupon code and insert your code and last apply it before you check out to make payment. If not work/ not deduct from the total amount, please contact us at 013-3101 2146, we will assists you.

3. If I register (as your member), is there any free gift or token?
For the time being we are not providing any free gift, however you may enjoy the privilege of being our member which are life time membership, no need to renew, will be entitled for any promotion & keep updated with our info via email.

4. What are your current specials and promotions?

When we are running specials and promotions, you can find the information on them in the banner at the top of the site (only visible when specific promotions are running), a pop-up at checkout or in your email inbox!

We send out new promotions all the time via email, so make sure "www.mypetshop.com.my" is listed in your contacts to avoid our emails being filtered into a spam or junk folder!

Return/Refund Policy

1. Something is wrong with the order I received. What do I do?

Did you receive an incorrect item? Is there any damage to the ordered item in your shipment? Is there any product missing from your order?

To begin, we sincerely apologise for what has happened. Regardless of the problem, we are happy to help and eager to resolve the issue quickly. To do so most expeditiously, please contact us at 012-350 0980 or e-mail us at sales@mypetshop.com.my. Please references your order number and provide us with a brief description of the issue you are facing and we will determine the best course of action to quickly address the case.

2. How do I return an item?

We will do our utmost best to make sure you are satisfied with your shopping experience at www.mypetshop.com.my. We look forward to you returning and share all your pet-loving friends and family members about us!

If for some reason we have let you down or things did not go as planned, we are more than happy to help you get the issues solved as soon as possible and set you up with a return for your item(s) or order. However, here are a few restrictions on returns, as follows:

1. Send us a picture (to our sales team) of the rotten/damage goods as a proof

2. For outside Klang Valley, no returns on products under RM30. Unfortunately, we cannot accept returns under RM30 unless you would like to ship the item back to us with a shipping carrier of your choice at your expense.

Important note: We are only able to accept returns for an order within 30 days of the shipment date. We cannot guarantee we will be able to accept any returns or exchanges beyond that time frame.

Payment Methods

What are the modes of payments?
Kindly refer to Payment Information.

How to confirm the order by using direct bank in or bank transfer?
Payment has to be made in 5 working days to confirm the order. Any pending order that exceeds 5 working days may regard as cancel order.

Delivery Zones and Charges

What are the delivery services, charges and zones?

There are two delivery services available.

  • Maxim Motto Logistics Services
  • Courier Services by a third party company

Customers have the option to select the delivery services. However, Maxim Motto Logistics Services is only available for the delivery areas within Klang Valley, Malaysia only. Kindly refer to "Delivery Zones" below for the delivery areas available by using Maxim Motto Logistics Services. For Maxim Motto Logistics Services , delivery will take 7 working days (Weekend delivery is NOT AVAILABLE) .

Maxim Motto Logistics Services Delivery Charges Within Klang Valley area

Delivery Fees are based on the total order value (per order).

Total Per Order Delivery Fee
RM60 & Below RM10
RM60.01 and Above FREE DELIVERY
Note: Cut-off times is 3pm on the weekdays. Any order made after 3pm will be bring forth to the next working days.

If customers were not present on the arranged scheduled date & time, an additional delivery fee of RM10 will be charged for subsequent rescheduled delivery.

Delivery Zones
Delivery Zone Delivery Location
Zone A Mutiara Damansara, Damansara Perdana, Bukit Lanjan, Kota Damansara, TTDI, TTDI Jaya, Kampong Sungai Penchala, Damansara, Mont Kiara, Bukit Kiara, Sri Hartamas, Petaling Jaya (all Seksyen), Kelana Jaya, Subang Jaya, Ara Damansara, and Glenmarie
Zone B Sri Damansara, Segambut, Kepong, Bandar Baru Selayang, Gombak, Setapak, Sentul, Wangsa Maju, Kemensah Height, Ukay Perdana, Bukit Antarabangsa, Bandar Ampang, and Datuk Keramat
Zone C Bangsar, Seputeh, Bukit Jalil, Bandar Puchong, Seri Kembangan, Serdang, Taman Sungai Long, Salak Selatan, Dosa Petaling, Bandar Tun Razak, Cheras, Bandar Maluri, and Taman Connaught
Zone D Sungai Buloh, Rawang
Zone E Shah Alam, Bandar Baru Klang, Pandamaran, Bukit Tinggi (Selangor), Meru, North Port, and South Port
Zone F Semenyih, Kajang, Bandar Baru Bangi, Cyberjaya, Putrajaya,Sepang, and Dengkil
Courier Services by a third party company Out from Klang Valley areas

Customers who would like to deliver their products out from Klang Valley areas are advise to use our partner courier services company.

The Delivery Charges for courier services
Weight RM
<3kg 11.55
4kg 13.70
5kg 15.90
6kg-10kg 17.30
11kg 19.10
12kg 20.80
13kg 22.50
14kg 24.30
15kg 26.00
16kg 27.70
17kg 29.50
Weight RM
18kg 31.20
19kg 32.90
20kg 34.60
21kg 36.40
22kg 38.10
23kg 39.80
24kg 41.55
25kg 43.30
26kg 45.00
27kg 46.70
28kg 48.50
Weight RM
29kg 50.20
30kg 51.90
31kg 53.65
32kg 55.36
33kg 57.10
34kg 58.80
35kg 60.55
36kg 62.30
37kg 64.01
38kg 65.75
39kg 67.50
Weight RM
40kg 69.20
41kg 70.90
42kg 72.70
43kg 74.40
44kg 76.20
45kg 77.85
46kg 79.60
47kg 81.30
48kg 83.00
49kg 84.80
50kg 86.50
*Please feel free to contact us at 017 283 6869/012 3500 980 for any delivery issues.