Avada Pet Supplies

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FAQ

Frequently asked questions

Can I change or cancel my order after placing it?

You may change or cancel your order within 12 hours of placing it, provided that it has not been processed or shipped yet. Please contact us as soon as possible for assistance.

How long does delivery take?

Delivery usually takes 1–3 working days depending on your location.

How can I track my order?

Once your order is shipped, you will receive a tracking number via message or email.

Are your products safe for all pets?

Yes, our products are made with pet-safe materials and tested for safety.

Do you offer refunds or exchanges?

Refunds or exchanges are only available for damaged or incorrect items. Please contact us within 24 hours after receiving your order.

Shipping information

  • Standard delivery typically takes around 2 to 5 working days, depending on your location and order volume. In selected areas, we also offer same-day delivery, which will be automatically applied at checkout if your address qualifies.

 

  • We provide free shipping for all orders above RM100, while orders below this amount will incur a standard delivery fee ranging from RM5 to RM10, depending on the size and weight of the parcel.

 

  • At the moment, we only deliver within Malaysia, and international shipping is not available yet.

 

  • For returns, we offer a 7-day return policy, which applies strictly to items that are damaged or defective upon arrival. All returned items must be unused, in their
    original packaging, and in resellable condition to be eligible for processing.
Refund policy

Return Policy

1.⁠ ⁠Overview
We want you (and your pets) to be happy with every purchase. If something isn’t right, we’ll do our best to fix it.

2.⁠ ⁠Eligibility for Refunds
You may request a refund if:

  • You received a wrong item
  • The item arrived damaged or defective
  • The item is unused and in original packaging (for eligible products)

3.⁠ ⁠Non-Refundable Items
We do not accept refunds for:

  • Opened pet food or treats
  • Used grooming products
  • Sale or clearance items (unless defective)
  • Perishable goods

4.⁠ ⁠Return Process
To start a return: Contact our support team within 7 days of receiving your order
Provide order number + proof (photos if damaged)
Wait for approval before sending items back

5.⁠ ⁠Refund Timeline
Once approved, refunds will be processed within 5–10 working days depending on your payment provider.

Privacy policy

Privacy Policy

⁠1. Information We Collect
We collect information such as:

  • Name and contact details
  • Delivery address
  • Payment details (processed securely via third-party providers)
  • Browsing behavior on our website

2. How We Use Your Information
Your data helps us:

  • Process and deliver your orders
  • Improve website experience
  • Send updates, promotions, or order notifications

3. Data Protection
We take security seriously. All personal data is stored securely and only accessed when necessary. We do not sell or trade your personal information.

4. Third Parties
We may share necessary information with:

  • Payment gateways
  • Delivery/courier services
  • Website analytics tools
  • Only what’s required to complete your order or improve service is shared.

5. Cookies
We use cookies to enhance your browsing experience and track website performance. You can disable cookies in your browser settings.

Terms & Conditions

Terms & Conditions

⁠1. Acceptance of Terms
By using this website, you agree to comply with and be bound by these terms.

2. Use of Website
You agree not to misuse the website or use it for any illegal or harmful activities.

3. Products & Pricing
We reserve the right to update product prices and availability at any time
Product images are for illustration purposes and may slightly differ from actual items.

4. Orders
We reserve the right to cancel or refuse any order if:

  • Payment is not successful
  • Product is out of stock
  • Suspicious or fraudulent activity is detected

5. Liability
We are not responsible for any indirect damages resulting from the use of our products or website.

6. Changes to Terms
We may update these terms anytime without prior notice. Continued use of the website means you accept the updated terms.

Still need help?

OUR FRIENDLY TEAM IS HERE FOR YOU AND YOUR PET

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