FAQ & Guide

Here at CatsnDogs.my, we are committed to ensure that you and your furry friends have an enjoyable and rewarding shopping experience during every visit. You may find the answer to your question in this FAQ section. If you have other questions, feel free to contact us with your queries.

Section 1: Purchasing

1. How to get started to shop at CatsnDogs.my?
To complete a purchase, you will need a CatsnDogs.my account. The account is for parcel tracking, shipping addresses and contact details.

1. If you are a returning customer, go to My Account and click to your existing CatsnDogs.my account while completing a purchase.
2. If you are a new customer, you will be prompted to sign up for a CatsnDogs.my account while completing a purchase. Just click the button to proceed when prompted.
3. Fill in your information and then click button. Continue shopping. By signing up with us, you will enjoy our members benefits, new product updates and more.
   

2. How to complete purchase (checkout)?

1. Browse through our website and add to cart items you would like to purchase.
2. In order to check out, you have to click the button to proceed to the delivery information page.
3. If you have any instructions or comment about your order, please fill in the box and click button to go to proceed to the checkout page.
4. Please select your desired payment method either by choosing Direct/Online Deposit or Credit Card (PayPal).

Direct/online bank-in deposit

5. Click button to confirm order.
6. And then, click button to complete the transaction.
7. Your order will be processed and you will receive an email on steps and details to bank in the payment.
8. You will need to proceed with the payment manually either through internet banking, ATM transfer or over-the-counter bank in. Whichever way you prefer.
9. Upon completion of payment, you will need to inform us of completion (steps in the email) and the order will be completed.

Credit card payment (PayPal)

5. Click button to confirm order.
6. And then, click button and you will be redirected to PayPal website to complete the payment.
7. Log in to your PayPal account as prompted. The payment invoice will be shown for confirmation. You can select the payment option in PayPal. If satisfied, follow PayPals steps to complete the transaction. Please note that your payment in RM will be converted to USD due to PayPal regulations.
8. Upon payment and notification from PayPal, your order will be automatically processed and you will receive emails updates about your order.
9. If you don't have PayPal account, just follow some simple steps to create a PayPal account as prompted.

3. What happen if there are pricing errors and omissions after the payment?
We make every effort to ensure the accuracy of the information on our web site. When errors are discovered, we will correct them. Be advised that CatsnDogs.my reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions, including after an order has been submitted, after it has been confirmed, or after your credit card has been charged. If we discover a pricing error after your credit card has been charged and your order is canceled as a result of the error, your credit card will be refunded back the full amount of your order. You will be notified via email if your order has been canceled and be given the opportunity to place the order at the correct price. Please note that individual bank policies vary when the amount is credited back to your account. Prices and availability are subject to change without prior notice.

4. How to track my order?
After submitting your order, you will receive a confirmation email detailing your shipment. As items are shipped, we will send you emails detailing the shipments and tracking numbers. You can also keep track of your order and shipping information online.
1.Click on Your Account or Order Tracking at the top and bottom of any page.
2.Sign in using your email address and password.
3.Under My Order History, select the specific order you wish to view.

AirPak Express
Using your AirPak Express shipment tracking number, you can check the status of your package by visiting the www.airpak-express.com/malaysia/main.asp or call 03-78757768.

PosLaju and e-Parcel Tracking
Using your PosLaju or e-Parcel shipment tracking number, you can check the status of your package by visiting the www.pos.com.my and using the Trace & Track facilities. or call 1-300-300-300.

5. How to cancel or modify my order?
After you have placed an order, there is a time frame in which you can cancel or modify it. To see if an order can be cancelled:
1. Sign in to Your Account.
2. Under the My Order History section, locate the order you would like to cancel or modify.
3. If the status is Pending, you can email to us at the supplied email address in the confirmation email to cancel or modify your order. If your order status is shipped, you cannot cancel or modify your order.
4. If you wish to return the item you purchased, please go to Shipping and Return section for more information.

6. Can I modifying my shipping address after I made an order?
There is a limited amount of time available for modifying the shipping address on an order. To see if your order can be modified:
1. Sign in to Your Account.
2. Under the My Order History section, locate the order you would like to modify. If the status is Pending, you can email to us the supplied email address in the confirmation email to modify your shipping address. If your order status is shipped, you cannot modify your shipping address.

Please be aware that CatsnDogs.my will not be responsible for redirecting packages if wrong or incomplete shipping address is provided during the order process.

Section 2: Shipping

1. What countries do you ship to?
Currently we ship to East and West Malaysia. You can contact us for a shipping quotation if you wish to have your purchase shipped to regions other than the ones listed above.

2. I cannot proceed checkout at the shipping stage. Why?
The online shopping system does not calculate shipping rates for certain areas in the world (international addresses outside of Malaysia). You can contact us for shipping arrangements if you wish to purchase in these regions.

3. Which countries will the online ordering system calculate shipping to?
Currently the ordering system will only calculate to addresses in Malaysia. The list of countries will be updated as we progress so do check back from time to time. You can contact us for shipping arrangements for countries not listed.

Section 3: Security and Privacy

1. Why do I need to create a CatsnDogs.my account?
The CatsnDogs.my account is for your tracking and record purposes. By having the account, you will be able to save address book and shop faster, track orders, review previous orders, subscribe to newsletters and be entitled to promotions only available to members.

2. Are my personal details safe?
CatsnDogs.my is committed to protecting the privacy of our customer. You can review our privacy notice here. Should you wish to have your account and personal detail be removed, you can contact us and we will remove it for you.

3. Is my online credit card payment transaction secure?
Yes it is secure. No sensitive credit card information is stored or ever passes through our website at any time. Online credit card payment is done directly over PayPal's payment gateway site on an SSL connection. No sensitive credit card information is ever passed to CatsnDogs.my at any time.