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Frequently Asked Questions

Product Questions

1.   What is PREMIUM Pet Food ?

Premium pet food is considered high quality pet food – with natural ingredients and are produced with stringent quality control. Thus, Premium Pet Foods will have higher digestibility and higher amount of more valuable ingredients for pets such as essential animal fat, protein, fish oil, with other nutrients - well above the required minimums.

2.  Why the color of the pet food seems different sometimes ?

As the ingredients of the products may be produced in different batches at different time or seasons of the year, the final product may have different slight variations in color – which is entirely normal if they are within the product expiry dates. This also indicates that the pet food has no coloring added to control the color of final product – colorings are normally NOT used in high quality pure natural pet food, and hence, it is definitely NOT defect NOR contraband.

3.  Why different food for different age / size group ?

Pets of different age groups and of different sizes require different nutrients and hence, pet food to maintain their health. 

4.  How long can you keep pet food ?

All product has expiry date stated on the package. For dry food, it should preferably be consumed within six (6) week of opening and kept in dry place. For wet food, it should be consumed within three (3) days and be kept in the fridge after opening the can. Premium Pet Food normally has shorter shelf life as they contain no or minimal preservatives.

Order Questions

1. How can I track my order status?

You will receive a confirmation email once you paid and confirmed your order. Alternatively, you may log into your account. As for delivery, a tracking code will be sent to your email once we shipped out your product, and you will be able to track here.

2. Can I do self pickup?
Unfortunately self pickup is not available at the moment.

Shipping Questions

1. What are the shipping rates?
We collect a fees based on weight of products for shipment within West Malaysia.
2. Is there any free delivery?
No, you will be charged a fees based on weight of products within West Malaysia.
3. How long does delivery takes?
Delivery usually take 3-7 working days in West Malaysia, and 7-10 working days in East Malaysia. Subject to delay if any movement restrictions imposed state or nation-wide.
4. How can I track my order ?

You will receive a confirmation email once you paid and confirmed your order. Alternatively, you may log into your account here. As for delivery, a tracking code will be sent to your email once we shipped out your product, and you will be able to track here.

Return & Refund Questions

1. Can I cancel my order after it is shipped?
Unfortunately cancellation is not allowed after order is shipped.
2.  What to do if I received the wrong item?

We have a 3-day return policy for receiving the wrong item, which means you have 3 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

3. How to arrange for replacement if the product received is damaged / defective.

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate and rectify the issue. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

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