Refund & Shipping Policy

We currently ship physical products (NFC tags, cards and collars) within Malaysia. For international or bulk delivery, please contact us for a quote.

• Orders are processed within 1–3 business days after payment is confirmed.
• Delivery within Peninsular Malaysia typically takes 2–5 business days after dispatch; East Malaysia may take longer.
• A tracking number is provided once your order ships.
• Delivery times are estimates and may be affected by the courier, public holidays or circumstances beyond our control.

Shipping fees (if any) are calculated and shown at checkout before you pay, based on your delivery location and order size. Any promotional free-shipping offer will be stated at checkout.

Your MyPetTag account and free pet profile are available immediately after registration. Physical devices are activated when you claim them with the claim code included with your product. Premium upgrades take effect as soon as payment is confirmed.

Please inspect your order on arrival. If an item arrives damaged, defective or is not what you ordered, contact us within 7 days of delivery at hello@mypettag.my with your order number and a photo. We will arrange a replacement or a full refund of the affected item, including return shipping where the fault is ours.

Unused physical products in their original condition and packaging may be returned within 7 days of delivery for a refund of the product price (original and return shipping are non-refundable for change-of-mind returns). To keep things hygienic and secure, the following are not returnable unless faulty:

• Items that have been used, attached to a pet or activated.
• Personalised or custom-printed products (e.g. cards printed with your pet’s photo or name).

• You may request a refund of a Premium (yearly or lifetime) purchase within 7 days of payment, provided you have not extensively used the Premium features.
• After 7 days, Premium fees are non-refundable, and yearly plans are not refunded on a pro-rata basis when cancelled mid-term.
• Breeder prepaid slot packs are non-refundable once a slot has been used (a slot is used when a pet profile is handed to its buyer). Unused slots may be refunded within 7 days of purchase.

Email hello@mypettag.my with your order number and reason. Approved refunds are made to your original payment method via our payment gateway (Billplz) and typically appear within 7–14 business days, depending on your bank.

This policy forms part of our Terms & Conditions. For any questions about shipping or refunds, reach us at hello@mypettag.my.