Delivery, Return & Exchange Policy

DELIVERY

Order will be shipped within 2 working days after payment confirmation unless informed via email or WhatsApp otherwise**

The estimated delivery time is:

  • West Malaysia – 2 to 4 working days.
  • East Malaysia – 4 to 6 working day

*If your order has been shipped out, any inquiry please contact the courier company directly
** Malaysia Federal Holiday and Johor State holiday can be found in this link – https://publicholidays.com.my/johor/2021-dates/

Once the order has been shipped out, if you have any issue, you can check with the courier company directly

RETURN & EXCHANGE

Our return & exchange policy lasts 5 working days. If 5 working days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Additional non-returnable items:

  • Opened canned or package pet food
  • Opened and consumed canned or package pet food that is less than 80% of the original content.
  • Hygiene, health, and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: (if applicable)

  • Any item not in its original condition is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery
  • Any purchases made with ThatFactoryShop.com store credit can be returned and refund. However, the refund value will exclude the value of the ThatFactoryShop.com store-credit used for the purchase will not be rescinded from your account.

REFUNDS (IF APPLICABLE) 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

LATE OR MISSING REFUNDS (IF APPLICABLE) 

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at online@petico.my.

SALES ITEMS (IF APPLICABLE) 

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

EXCHANGES (IF APPLICABLE) 

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at sales@thatfactoryshop.com and send your item to:

ThatFactoryShop.com Exchange Department

  • Name: Rosewood
  • Mobile: 0149146726
  • Address: 30-2, Jalan Perjiranan 2, Bandar Dato Onn
  • Postal Code: 81100
  • State: Johor
  • City: Johor Bahru

SHIPPING

To return your product, you should mail your product to:

ThatFactoryShop.com Exchange Department

  • Name: Rosewood
  • Mobile: 0149146726
  • Address: 30-2, Jalan Perjiranan 2, Bandar Dato Onn
  • Postal Code: 81100
  • State: Johor
  • City: Johor Bahru

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over RM500, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.