ORDERS RELATED
How long does it take to process my order?
Orders are typically processed within 1–2 business days after payment has been confirmed.
Processing may take longer during:
- Promotional campaigns
- Public holidays
- Peak shopping seasons
- Unexpected high order volumes
Can I modify or cancel my order after placing it?
Orders can only be modified or cancelled before they are processed. Once your order has entered the packing or shipping stage, changes or cancellations are no longer possible.
Please contact our Customer Service as soon as possible if you need assistance.
Why haven't I received my order confirmation?
Please kindly check your Spam or Junk folder. If you still cannot find the confirmation email, contact our Customer Service with your name and registered email address for assistance.
How long does shipping take?
Estimated delivery times:
- West Malaysia: 2–5 business days
- East Malaysia (Sarawak & Sabah): 4–8 business days
Delivery times may vary depending on your location, courier service, or public holidays.
Do you offer free shipping?
Yes. Free shipping may be available for the members whose are in Gold level.
Please refer to our loyalty program details.
>> Loyalty Program Page
My order is delayed. What should I do?
Please check your tracking information first. If there has been no tracking update for more than 48 hours, please contact our Customer Service and we'll be happy to assist you.
LOYALTY RELATED
What is the BonZoo Loyalty Program?
BonZoo Loyalty Program rewards customers for shopping with us. Members can earn points through eligible purchases and redeem them for rewards.
Want to learn more about the Loyalty Program?
BonZoo Pet Loyalty Program >> redirect to the loyalty program page
How do I join the Loyalty Program?
Simply register an account on BonZoo Pet. Membership is free of charge.
How do I earn points?
Points are earned from eligible purchases and referral program.
How can I redeem my points?
Points can be redeemed on the page of Profile, subject to the program's redemption rules.
PROMOTIONS
Can I use multiple voucher codes?
Unfortunately, only one (1) voucher can be applied per order.
Why isn't my voucher working?
Possible reasons include:
- Voucher has expired
- Minimum spend not met
- Voucher already used
- Voucher not applicable to selected products
Are promotions available while stocks last?
Yes. All promotions are subject to product availability.
RETURN & REFUNDS
Can I return my order?
Yes, returns are accepted under eligible circumstances such as:
- Wrong item received
- Damaged during delivery
- Defective product
- Incorrect quantity delivered
Requests should be submitted within 7 days of receiving your order.
What items cannot be returned?
For hygiene and safety reasons, we cannot accept returns for:
- Opened pet food
- Opened treats
- Supplements that have been opened
- Clearance or final sale items
- Products damaged due to misuse
How do I request a return?
If your order is eligible for a return, please complete the Return Request Form within 7 days of receiving your order.
Once your request has been submitted, our Customer Service team will review it within 1–3 business days. If your request is approved, we'll provide the next steps, including return shipping instructions and the estimated processing time for your refund or exchange.
Need to submit a return request?
[Submit Return Request] (Button → Redirects to the Return Request Form)
What happens after I submit my request?
- Our team reviews your request within 1–3 business days.
- You'll receive an email with the outcome of your request.
- If approved, we'll provide return shipping instructions.
- Once the returned item has been received and inspected, your refund or exchange will be processed according to our Return & Refund Policy.
When will I receive my refund?
Approved refunds are generally processed within 7–14 business days, depending on your payment provider.
CUSTOMER SUPPORT
How can I contact Customer Service?
You may contact us via:
- WhatsApp (+601x-xxxxxxxx)
- Email (support@bonzoopet.com)
- Contact Form >> Link with Enquiry Form page
Our support team will respond as soon as possible during business hours.
What are your customer service operating hours?
Monday – Friday: 9:00 AM – 6:00 PM
Closed on weekends and public holidays.