Help
Frequently asked questions
Quick answers about ordering, delivery, payment and returns. Can't find yours? Get in touch at the bottom of the page.
Ordering and payment
How do I place an order?
Add what you like to your cart and press Checkout. Fill in your delivery address, then pay through HitPay. You don't need an account. We email your order confirmation as soon as your payment goes through.
Which payment methods do you accept?
FPX online banking, DuitNow QR, Touch 'n Go eWallet, GrabPay, Visa and Mastercard. Payments are handled by HitPay, so we never see or store your card details.
Do you offer cash on delivery?
No, every order is paid online at checkout. You can pay by online banking, DuitNow QR, eWallet or card.
How does the multi-buy discount work?
Buy any 2 items and save 10%. Buy 3 or more and save 15%. Mix and match anything in the shop, for any pet, and two of the same item count too. The discount comes off automatically in your cart, and delivery stays free.
Is the price I see the price I pay?
Yes. Delivery is already included in every price, so there are no shipping fees or extra charges at checkout.
Can I change or cancel my order?
Email us at hello@mybestpets.com within 2 hours of paying, with your order number. If your order hasn't been sent for packing yet, we'll change it, or cancel it and refund you in full. After that it can't be changed or cancelled. Returns and refunds
Delivery and tracking
How much is delivery?
Delivery is free on every order, anywhere in Malaysia, with no minimum spend.
How long will my order take to arrive?
Most parcels arrive in 9 to 13 days. Items marked with a lightning bolt usually arrive in 4 to 6 days. Every product page shows its own delivery time before you buy. More about shipping
Do you deliver to Sabah, Sarawak and Labuan?
Yes. We deliver to every state in Malaysia, including Sabah, Sarawak and Labuan, and delivery is free everywhere.
How do I track my parcel?
Go to Track your parcel and type your order number (it starts with MBP) and the email or phone number you used at checkout. We also email your tracking number as soon as your parcel ships.
Do you ship outside Malaysia?
Not at the moment. We only deliver to addresses in Malaysia.
Returns and help
What if my item arrives damaged or isn't what I ordered?
Email us at hello@mybestpets.com within 7 days of delivery, with your order number and clear photos or a video of the problem and the parcel (for a missing item, a video of you opening the parcel). If we accept your claim, we'll send a replacement or refund you, and you won't need to send anything back. Returns and refunds
Can I return something if I change my mind?
No. We only put right items that arrive damaged, faulty, wrong or incomplete, so please check the size guide and product details before you order. A size you chose that doesn't fit isn't covered.
My parcel hasn't arrived. What should I do?
Check Track your parcel first. If it hasn't moved for a few days, or it's past the delivery time shown when you ordered, email us at hello@mybestpets.com with your order number and we'll look into it for you.
How do I contact you?
Email us at hello@mybestpets.com. If it's about an order, include your order number so we can help faster.
Our products
Which pets do you have products for?
Dogs, cats, small pets like hamsters, rabbits and guinea pigs, birds, fish and reptiles. Shop by pet: dogs, cats, small pets, birds, fish or reptiles.
Do you sell pet food or treats?
No. We focus on the things your pet uses every day: toys, beds, grooming tools, bowls and water fountains, collars and leashes, carriers, clothing, cat trees and cages and aquarium gear.
Will electrical products work in Malaysia?
Yes. Anything that plugs into the wall comes with a UK-style 3-pin plug, the same type used in Malaysian homes. Some products charge by USB instead.
Do you have a physical store?
Not yet. Our first store opens at Mid Valley Megamall, Kuala Lumpur, in 2027. Until then we're online only, with free delivery across Malaysia.
Choosing the right fit
How do I measure my dog for a harness?
Wrap a soft tape measure around the widest part of the chest, just behind the front legs, then around the neck where a collar sits. Compare both with the product's size chart; if you can't find one, email us and we'll send you the measurements before you order. If your dog is between sizes, pick the larger one and tighten the straps. Once it's on, you should fit two fingers under each strap.
What size bed does my pet need?
Measure your pet lying stretched out, from the nose to the base of the tail, and add about 15 to 20 cm. Pets that sleep curled up, like most cats, often prefer a round bed with raised sides to lean against.
How do I choose a safe toy?
Pick a toy that's too big to be swallowed and suits how your pet plays: tough rubber for strong chewers, soft plush for gentle ones. Watch the first few play sessions, and replace a toy once it starts to fall apart.
Still have a question?
Send us a message. If it's about an order, include your order number.