Last updated: 29 October 2026
This Shipping Policy explains how Pets Forest Sdn. Bhd. (Registration No. 202201012566 (1458263-T)) delivers orders placed on www.petsforest.com. By placing an order, you agree to this policy.
We deliver to addresses across Malaysia. We do not ship outside Malaysia at this time. Please give a complete and correct delivery address and a phone number that the courier can reach, since we cannot be responsible for orders that are delayed or lost because of wrong details.
Standard delivery: Nationwide delivery by Shopee Xpress.
Same-day delivery: For addresses in Kuala Lumpur and Selangor only, you may choose same-day delivery by Lalamove where this option appears at checkout.
Self-collect: You may collect your order from our showroom at A-01-17, EmHub Kota Damansara, Persiaran Surian, Seksyen 3, Taman Sains, Kota Damansara, 47810 Petaling Jaya, Selangor. Choose “Self Collect” at checkout and wait for our message that your order is ready before you come. Please bring your order number, and collect during 9:30am to 5:30pm.
Delivery charges depend on your delivery option, the weight of your parcel and your address. The exact amount is shown at checkout before you pay. Any free-delivery offer is shown on the Website together with its conditions. Lalamove charges are based on distance and the rates of Lalamove at the time of booking. Self-collect orders carry no delivery charge.
Standard delivery (Shopee Xpress): We hand your order to the courier within 24 hours after your order is confirmed. Delivery usually takes up to 7 days from the date of order, depending on your location.
Same-day delivery (Lalamove): We book a Lalamove rider within 2 hours after your order is confirmed, and your parcel is normally delivered the same day.
Orders placed outside our customer service hours (9:30am to 5:30pm), on weekends or on public holidays are processed on the next working day. These times are estimates and not guarantees. Delivery can take longer because of weather, peak seasons, public holidays or courier delays, which are beyond our control.
When your order is shipped, we will send you a tracking number or delivery update by email or WhatsApp, where available. You can use it to follow your parcel on the courier’s tracking page.
We pack your items carefully to protect them in transit. For pet food, please check that the packaging is sealed when you receive it. Where an order contains items that ship from different locations, it may arrive in more than one parcel.
Please check your parcel when it arrives. Ideally, record a video as you open it. If the parcel is damaged, torn or opened, or items are missing or wrong, please contact us within 5 days of receiving it and send us clear photos and your unboxing video together with your order number. We cannot accept claims for visible damage without this proof. Our Return & Refund Policy explains what happens next.
If the courier cannot reach you or no one can receive the parcel, they may try again or ask you to collect it. If the parcel is returned to us because of a wrong address, an unreachable phone number or an uncollected parcel, we will contact you. You will need to pay the delivery charge again for us to send it out a second time, or we may cancel the order and refund the product price less the original shipping fee and any return shipping we paid.
Responsibility for the goods passes to you when they are delivered to the address you gave, or when you collect them from our showroom. If the courier marks your parcel as delivered and you did not receive it, please contact us within 5 days so we can help you follow it up with the courier.
If you have any question about your delivery, please contact us.
Email: [email protected] Phone / WhatsApp: +60 12-535 7830 Customer service hours: 9:30am to 5:30pm (Malaysia time)