1. Order Related
1.1) I received a wrong order. What do I do?
- We apologise for our incompetency. You may drop us an email to notify the issue. Please include the item name you received, quantity, contact details, the original order details (order number, item name, quantity ordered). You need to notify us within 5 days upon receiving the item/s.
1.2) What do I do next to receive the correct order?
- We would review and get back to you as soon as we can. Once we approved your request, you need to return the item to us at Tangerine Star Sdn. Bhd., Suite 54 EV-LG-K02, Evolve Concept Mall , Jalan PJU 1A/4 Ara Damansara, 47301 Petaling Jaya , Selangor , Malaysia.
- We will not be responsible for any shipping cost of return.
1.3) Since you have sent an incorrect order, I would like to seek refund instead of exchange of the correct order.
- You need to drop us a note at email@example.com to express your intention, however, subject to Forloner Pets Solution absolute discretion.
2. Delivery Related
2.1) I received my orders in damaged/defective condition.
- Forloner Pets Solutions will not be liable for any damage, loss or expenses incurred resulted once the items shipped. You will need reach out to the respective logistic service providers (e.g Pos Malaysia, GDEX, City Link, DHL etc) to resolve the dispute at hand.
2.2) My order has not arrived. What do I do?
- The usual delivery lead time takes about 5 to 7 working days. If you have not receive your items by then, we would advise you to contact the logistic service providers. The contact details and tracking number would be given when items are shipped via email. If you have any queries, please drop us a note at firstname.lastname@example.org
2.3) What is the rate for for your shipping rates and delivery routes?
- Our current delivery charges are flat at MYR 5.00 only and this may change in future.
- Our delivery routes are currently are within Malaysia (including Sabah & Sarawak).
3. Payment Related
3.1) What are the payment modes that's accepted? I would like to exchange my order.
- Currently, we only accept payments via Paypal and Stripe.
3.2) Do you take cash on delivery?
- No, we don't.
3.3) I have a discount code, when and how do I use it?
- You may key in your discount code in your shopping cart, before you proceed to checkout. The new total cost would be updated accordingly upon it. Bear in mind, the discount codes does have expiry based upon marketing campaign.
We would be happy to help you if you have any other enquires apart from the above.
Please drop us an email at email@example.com