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Pawtinum FAQs

Placing an order

 

Q. Do I have to create an account to buy things at Pawtinum?

Feel free to take a look around Pawtinum without an account, but if you spot something you'd like to buy, you'll be asked to sign in or create an account before you check out.

 

Q. Is there a minimum spend?

No, there is no minimum spend when shopping at Pawtinum.com.

 

Q. Can I edit or cancel my order once it has been placed?

You cannot edit your order once it has been placed but you are able to cancel your order up until the point it is dispatched. Please contact our customer care to proceed to cancel the order.

 

Q. How do purchase my order on the site?

 

To order your purchase: -

  1. Click “Add to cart” button on the products you wish to purchase.
  2. Click “Continue Shopping” to continue to add other products into the cart or click “Checkout” to proceed your payment for the products.
  3. You'll reach a login page where you need to login your account using your Username and Password. If you don't have a Pawtinum account created yet, you need to register a Pawtinum account before you proceed with your payment.
  4. Confirm your shipping address on the “Shipping Address” page and click “next” button. From here, select your shipping methods and click “next” button.
  5. Next, choose your payment method then click the “next” button.
  6. After the steps before this have been done, reconfirm your billing details and agree on the terms and condition.
  7. Click “Confirm Order” to complete the order.

Q. Which payment methods do you accept?

We accept Visa, MasterCard, Visa Debit or Master Debit, Online Banking and Direct Bank Transfer.

 

Q. How do I enter a voucher code?

Once you reach the checkout there will be a box to enter your voucher code. Please include 'PAW' at the beginning and don't leave any spaces between the characters when typing the code.

 

Q. Why isn't my voucher working?

It may be that you are entering the voucher code incorrectly. Start with ‘PAW’ at the beginning and make sure there are no spaces between the characters of the code.

 

Q. Where can I find details of my order?

Past and present orders can be found under the 'My Orders' section of 'Account'.

 

Q. Can I order over the phone

Unfortunately, no - we're an online-only business so all orders must be placed through our website. For a better idea of what it's like to shop with us, take a look at our website walkthrough. If you have any other questions about shopping with us, please don't hesitate to email us at pawtinum@gmail.com or give us a call on 6016-5208929.

 

Q. Do you sell raw or frozen food?

Not at the moment. However, we are constantly developing our range so we are looking at this as something we hope to be able to offer in the future.

 

Q. Do you sell prescription medicines?

Not at the moment. However, we are constantly developing our range so we are looking at this as something we hope to be able to offer in the future.

 

Q. How to change my account personal information and shipping address?

Login to your account → Click on “Account Maintenance” → Edit your account information and Shipping address here.

 

Q. I forgot my Password for my account. What should I do to retrieve it?

  1. Click on “Lost Password?” and fill in your email that you used to register for your account in the box.
  2. Click Submit.
  3. A verification token will be sent to you. Once you have received the token, you will be able to choose a new password for your account.

Q. Can I cancel an existing order that has been made?

Yes, only if the order is still on pending status.

- Please send an email to our customer's service email at admin@pawtinum.com with the message title “Request to cancel order” in order to inform us about the cancellation order.

- Orders that are in shipping or shipped cannot be canceled.

 

Q. What is the product's transaction currency?

Ringgit Malaysia (RM) only.

 

Delivery

 

Q: How long does delivery take?

This depends on your location. We ensure you that your orders are dispatched from our warehouse within 24 hours of your payment being processed. Delivery to Klang Valley can take 1-3 business days, while Non-Klang Valley can take over 3-10 working days. Delays can occur during busy periods, including public holidays & major events.

Pawtinum.com takes no responsibility for delayed or misplaced orders.

If there’s still no sign of your order after 7 days, please get in touch with us and we track your order down.

 

Q. Is there a delivery charge?

Delivery is FREE when you spend RM150 or more. Otherwise delivery is just RM10 (below 5kg, within Klang Valley) and RM20 for packages below 5kg to Sabah & Sarawak.

 

Q. Can the courier make a second attempt today as I wasn't available at the time of delivery/pick-up? 

Our courier will attempt redelivery on the same day, however, a Delivery Note will be left behind for the Customer to call back. An additional attempt will be on the next business/working day.

 

Q. My shipment does not show any progress in its movement. Why?

Shipment movement information is captured each time a tracking label is scanned in the courier delivery system. When your shipment is in transit or placed on-hold over the weekend, tracking information may not be updated.

 

Q. Can I book a delivery slot before placing my order?

Yes, your delivery slot will only be confirmed once your order has been dispatched.

 

Q. How can I add a new address?

You can add or change an address in 'My Addresses' section of 'My Account'.

 

Q. Can I pick up my order in person?

Unfortunately, no. We are an e-commerce business only and do not have a shop front.

 

Q. Where can you ship to?

We currently only ship orders within Malaysia, including Sabah and Sarawak.

 

Q. I won’t be home during the day when my order arrives. Can I give an authority to leave my order on my doorstep?

Yes, but please give specific instructions at the online checkout when ordering specifying a secure location for the courier to leave your goods.

 

Q. Will all of my items be in stock and ready to be shipped to me?

If you can order and pay for an item on our website, we physically have it in our Malaysia-based warehouse and we ship out your order within 24 hours.

 

Ingredients

 

Q: Are your products irradiated?

No. We ensure all of our imported products have the appropriate import permits to allow their products to come into Malaysia without undergoing any irradiation or fumigation treatment.

 

Q: Why do the food products not have a long expiry date?

Due to the nature of the foods being naturally preserved, they have a shorter shelf life than other brands. We replenish our stocks regularly with our suppliers to ensure it is as fresh as possible. We also store your products in a temperature-controlled warehouse. If you have a small pet, we suggest buying the smaller bags of food to ensure their freshness after opening. Most brands require the food to be used up within 8 weeks of opening the bag to guarantee freshness and palatability. We ensure your products have at least a 3 month until best before the date when sending them to you. Please email or live chat with us BEFORE purchase to inquire on any best before dates.

 

Q. I still have questions!

Didn’t see the questions you want answered in our FAQ?. Kindly write to us at pawtinum@gmail.com and we’ll get back to you asap!.