OrdersHow do I place an order?
Browse our products on dodopet.com.my, add items to your cart, and check out. You will choose your preferred delivery method (Same-Day Express Delivery or In-Store Collection) and payment method during checkout.
Can I change or cancel my order after placing it?
Please contact us immediately via WhatsApp (+60 18-205 1007). If your order hasn't been processed or dispatched yet, we'll do our best to accommodate changes or cancellations. Once an order has been packed or dispatched via dynamic courier, changes may no longer be possible.
What if an item I ordered is out of stock?
We'll notify you via WhatsApp or email and offer a substitute.
What payment methods do you accept?
We accept payments through secure checkout options including credit/debit cards, online banking, and e-wallets.
Is it safe to pay online with you?
Yes. All credit card and sensitive payment details are securely processed and encrypted via our designated payment gateways — we do not store your card details.
My payment failed but money was deducted. What do I do?
This is usually a temporary hold by the bank or payment processor that reverses automatically within a few business days. If it doesn't reflect after a few days, contact us with your order number and payment proof so we can assist.
How does Same-Day Express Delivery work?
Orders placed before 3:00 PM are delivered on the same day. Orders placed after 3:00 PM will be delivered on the next working day.
How much does delivery cost and how is it calculated?
Delivery rates and transport types (motorcycle vs. car/van) are dynamically determined at checkout based on total parcel weight, dimensions, and distance. Orders weighing between 15 kg and 45 kg (e.g., bulk kibble or litter) are automatically routed to car/van delivery.
What if I'm not around to receive my delivery or set the wrong pin?
Please ensure your drop-off map pin and contact number are accurate. Re-delivery or return transport charges resulting from incorrect pins, bad address details, or unreachable recipients will be borne by the customer.
Do you offer self-pickup?
Yes, you can choose "In-Store Collection" at checkout to skip delivery charges. Pick up your order at our physical store:
Store Location: Dodo Pet SS15 Branch, No A3, Jalan SS15/8A, 47500 Subang Jaya, Selangor
Operating Hours: Monday – Sunday, 10:00 AM – 8:00 PM
How do I collect my pickup order?
We will notify you via WhatsApp or email once your order is packed and ready. Please present your order confirmation email or receipt screenshot upon arrival.
What is your return and exchange policy?
All post-delivery exchanges, returns, damaged packaging claims, or expired product claims must be brought in person to our SS15 Branch within 7 days of receipt, along with your original receipt. Items must remain unopened and in original packaging.
Which items are non-returnable?
Opened bags of dry food, cat litter, treats, opened canned goods, hygiene/grooming items, and clearance/sale items are strictly non-returnable for health and safety reasons.
Are delivery fees refundable?
No. Delivery fees pay for real-time dispatch services performed by third-party couriers (such as Lalamove) and are non-refundable once delivery has been completed.
How will I receive my refund?
Approved claims will be processed as direct item exchanges at our SS15 store or credited to your account/wallet balance within 7 working days.