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Shipping and Delivery Policy

Q: How long does delivery take?

This depends on your location. We ensure 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 areas outside of Klang Valley can take between 3-10 working days. Delays may occur during busy periods, including public holidays & major events. Pawtinum.com takes no responsibility for delayed or misplaced orders. If more than 7 working days pass and there’s still no sign of your order, please get in touch with us and we’ll try to track your order down.

 

Q. Is there a delivery charge?

Delivery is FREE when you spend RM150 or more. Otherwise delivery  RM10 costs only for Peninsular Malaysia, and RM20 for 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 within the same day, however, a Delivery Note will be left behind for the Customer to call back. An additional redelivery will be attempted 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 ecommerce 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 will ship out your order within 24 hours.