Cancellation, Return & Refund Policy

At PawJoy, we’re committed to delivering safe, high-quality treats and toys for your pets. Because our boxes include consumables and personalized curation, certain guidelines are necessary to maintain hygiene, safety, and fairness for all customers.

Non-Refundable Items

The following items are not eligible for refunds or returns:

  • Opened, used, or partially consumed treats or toys
  • Subscription boxes that have already been delivered
  • Items that show signs of wear, damage, or use after delivery
  • Prepaid multi-month subscriptions (non-refundable once purchased)

Refundable Items

You may request a refund or replacement for:

  • Faulty or damaged items received
  • Missing or incorrect products
  • Orders that were paid for but later found to be out of stock

Important: Please provide clear photos and a video as proof when submitting a claim.

Refund Request Process

To request a refund:

  1. Contact us within 7 working days of receiving your order.
  2. Email us (yourpawjoy@gmail.com) with your order number, issue details, and photo/video evidence.
  3. Once submitted, our team will review your case.
  4. Approval and processing typically take 7–14 working days.

Refunds will not be issued for boxes that have already been processed, packed, or shipped.

Return Policy

  • Items approved for return must be unused, unopened, and in their original packaging.
  • Return shipping costs are borne by the customer, unless the return is due to our error.
  • Returned items that do not meet the above conditions will not be eligible for a refund.

Subscription Cancellation

  • 3-month and 6-month prepaid plans cannot be cancelled or refunded once purchased.
  • Cancellation does not apply to boxes already processed, packed, or shipped.

Additional Notes

  • PawJoy reserves the right to modify policies at any time.
  • Abuse of the refund/return system may result in refusal of future claims.

Shipping Policy

We prepare all treats fresh upon order to ensure maximum quality and taste for your pets. Because of this, please allow a short processing window before your order ships.

Order Processing Time

  • Orders take 2–5 business days to process.

Since our treats are baked fresh, processing time may vary slightly during peak seasons.You will receive a tracking email once your order has been dispatched.

Shipping Coverage & Fees

  • We currently ship within Malaysia only.
  • West Malaysia: Shipping fee is included in your order.

East Malaysia: Additional RM10 shipping fee applies.

Estimated Delivery Time (After Dispatch)

Delivery times may vary depending on the courier service:

  • West Malaysia: 2–5 business days
  • East Malaysia: 5–10 business days

These are estimated timelines and may extend due to courier delays, weather, festive seasons, or unforeseen circumstances.

Order Tracking

  • A tracking link will be sent to your email once the parcel is shipped.

If you do not receive a tracking update after dispatch, feel free to contact us (yourpawjoy@gmail.com).

Delayed or Lost Parcels

  • If your parcel appears delayed or has not moved for an unusual period, please contact us immediately and we will assist in checking with the courier.

Please note that PawJoy is not liable for courier issues, including delays, loss, damage, or any customs-related clearance or fees.

Incorrect Shipping Address

  • Please double-check your shipping details before checking out.

PawJoy is not responsible for parcels delivered to an incorrect address provided by the customer. Parcels returned to us due to wrong or incomplete addresses will require a reshipping fee to be sent out again.

Additional Notes

  • Shipping times may vary during sales periods, festive seasons, or restocking phases.
  • We aim to deliver every box as smoothly and safely as possible for your pets’ enjoyment.