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Frequently Asked Questions

Have more questions about Pets My Heart? Look for the answers below!

All About Pets My Heart

Pets My Heart is a monthly delivery of gift box containing toys and treats for your pet, with one mission in mind - to bring endless funs and surprises to your pets! To them, Pets My Heart is like the joy of 1 million belly scratches. Each month, we'll carefully select different combinations of toys and snacks, pack them in a nicely-designed gift box, and send it to your doorstep. With our service, you can save up to 50% of what you would spend if you were to buy the items individually. To you, it's great savings; to your pets, it's endless gifts. 
Each monthly box contains a combination of 4-6 treats and toys, and occasionally some other healthcare products that we think will be useful. The content of each month's gift box is different, as we hand-pick each month's boxes to make sure your pets are continuously surprised!
And this is what we love to do - we like seeing your pets happy! We know if they are happy, you are! And to do that, we have special team members that spend hours selecting through items that are suitable for your pets.
The price for each plan dependings on the subscription you sign up for. Starting at RM 69 per month for 1-month plan, the price get as cheap as RM 59 per month if you sign up for a 12-month plan. A 1-month plan is a subscription plan that gets renewed every month, and you get charged every month. On the other hand, a 12-month plan is exactly like a 1-month plan, but you pay all 12 months in one go. So you only pay once for every 12 months. We have plans that renews every 1 month, 3 months, 6 months and 12 months.
The benefits of longer subscription (such as the 12-month plan) over shorter subscription (such as the 1-month plan) is that we can offer a cheaper monthly price to thank you for booking a longer period gift boxes with us. But longer subscription is less flexible than a shorter one, because any cancellation only happens at the end of the subscription period. Please refer to "Managing Subscription" section for more information about cancellation and cancellation policy.
No, we won't tell you, we like surprises. In fact, we ourselves don't even know what will come until we've selected the perfect items for each month!
We allows you to enter special request when you start a subscription. Feel free to let us know during the checkout process if your pet is allergic to anything.
If anything happen to the products, such as defetive products, don't freak out. Please kindly reach out to us to let us know what's up! We want to make sure you and your pets are happy, and we'll take immediate remedy (including refund / replace if needed) as we see fit.

Checkout and Payment Questions

Yes an account at our website is needed before starting your first subscription. Creating an account will help you manage your subscription easier. We promise you that your personal information will be well protected.
We accept payments through Visa, MasterCard, American Express and PayPal.
Your billing address is where you receive your bank statement for the credit card. The billing address must match the address that your credit card company has on file. The shipping address is where you want your items delivered. This can be the same as your billing address, or it can be different.

Shipping Questions

Shipping is free for all plans for West Malaysia. Shipping fees are as follow for other areas:

1. Sabah, Sarawak, Labuan - RM 9 per shipment
2. Singapore - RM 25 per shipment
3. Brunei Darussalam - RM 28 per shipment

We have limited support for International Shipping now, we ship to Singapore and Brunei only. More countries will be launched in the future.

It depends on the day you initially sign up for your subscription! For all orders that comes in before the 1st of the month, shipments will happen around the 1st - 4rd of the same month. For all orders that come in before the 15th of the month, shipments will happen around the 15th - 18th of the same month. The timing stays the same for all subsequent shipments of the same subscription.

We have 2 shipments each month. The first shipment happens on the 1st - 4rd of the month, and the second shipment on the 15th - 18th of the month. You will usually receive within 3 days from the day we send out the shipment. Think your gift box might be missing in action? Contact us and we can sort things out for you!
Don't worry if your gift box or the product inside is damaged or defective. Please contact us immediately and we will do all it takes to fix things for you.
We will send you an email every time we have shipped your box, along with the tracking number. Please check your SPAM / BULK folder if you don't hear from us in your personal inbox!

There are 2 places where you can check your tracking number. You can look for it in your e-mail, as we will send the tracking code to you every time we ship your box. Otherwise, you can also log in to your Pets My Heart account to check the tracking code for each particular order.

Managing Subscriptions

We currently handle subscription cancellation by hand. The reason is because we want to learn more about the reason you are cancelling such that we can improve ourselves in the future. But do not worry, all cancellation requests will be handled in ASAP manner. Just contact us and let us know you are cancelling (and why you want to do so).
You cannot change a subscription. If you plan to move to another plan, you need to cancel your current subscription and start a new one.

Click on the "BUY NOW" button at our website, and follow through the easy steps to customize your subscription, and finally make payment. Still have problem? Do not hesitate to contact us if you need any help!

You will definitely receive all of the boxes from your subscription! Canceling means your subscription will not renew. Just remember you must cancel before your subscription renews. For example, if you sign up for a 12-month plan, and you decided to cancel on the 6th month (meaning you have received 6 boxes, and you have 6 boxes remains), you will still receive the remaining boxes, but your subscription will not renew by end of the 12th month.

Pets My Heart subscription service automatically renews every cycle until you cancel. We want to make sure your addicted pets don't miss a single surprise moment!

The exact date your plan is renewed depend on the actual plan you've signed up and date you've signed up for your initial order. If you sign up for a 1-month plan on the 3rd of September, your plan will renew on the 3rd of subsequent months (until you cancel). On the other hand, if you sign up for a 12-month plan on 5th December 2015, your next renewal will happen on 5th December 2016 (until you cancel).

You can cancel your subscription in your account at any time. You will still receive the gift boxes you have already paid for but your subscription will not renew.

We do not accept refund though. For example, if you have signed up for a 12-month plan, and you decided to cancel on the 3rd month, you will still receive the boxes for the subsequent 9 months. We will not refund you the price for the 9 remaining months.

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