FAQs

Here are a few of the frequently asked questions. To provide you with the best customer experience, your feedback is greatly encouraged. If you have any questions please send us an email at 

support@petstore-mall.com

Q. Do you have a return and refund policy?

A. Yes, our customer is our priority. We practice a 7 days return policy from the date you received your purchased item. To be eligible for a return, your item must be unused and in the same condition that you received it. All returned shipping costs shall be borne by the buyer unless the return is due to our fault or damaged goods. You can read more via Returns and Refund Policy.

Q. How long does it take to process my return or refund?

A. Once we receive your returned item, please allow a minimum of 7 days for us to process and refund. We’ll notify you via email once we’ve processed the returned product(s). We’ll credit or refund the value of the merchandise total. However, we’re sorry that we don’t credit shipping costs for returned orders unless it is due to our fault or damaged goods. We will do a refund via bank transfer.

Q. How long will it take to receive a tracking number?

A. It will take usually between 2-5 business days.

Q. Do you allow exchange?

A. We will exchange ‘shoes’ and ‘shirts’ if the size does not fit. For other product categories, we do not accept exchange unless they are defective or damaged.

Q. What should I do if I want to return my goods?

  • Leave a message to us on our online chat box or e-mail to support@deemples.com
  • Post your purchased item back Store.deemples.com.
  • Prompt us that you have delivered the parcel and provide us your tracking number.
  • We will process your refund request within 7 days upon goods received.

Q. How long it takes for our purchased item to arrive?

A. It is very dependent on the courier services employed by our vendor. However, we keep our commitment to have your items delivered within 7 days.


Q. Is shipping really FREE?

A. Yes, shipping is Free Worldwide on most items. One of some items, we have Free Shipping over $75. 

Q. Where is your company located?

A. Our company is located in Kuala-Lumpur, Malaysia; Supply warehouses in: USA; High-Quality vendor contacts in: China

Q. Which currency will I be charged in?

A. We process all orders in MYR.

Q. Will I receive a confirmation number when I place my order?

A. Yes, all customers will receive an order number after placing their orders.

Please contact us if you don't receive one within 24 hours. 

Q. Who can I contact if I have a problem with my order?

A. All inquiries can be forwarded to support@deemples.com


Q. How can I pay?

A. We accept all Major Credit Cards: Visa, Mastercard, Discover, Amex and also Paypal

Q. Is Checkout on this site safe and secure?

A. You can be absolutely sure that all purchases here are safe and secure. 

Q. If I enter my email address will you sell my information?

A. We do not sell our customer's information. Emails are strictly for follow-up and to send newsletters of our promotions and coupons for discounts. 

Q. Will I (the customer) have to pay customs?

A. For most countries, you will not have to pay customs, but it depends where are you located and if you order more than 1 piece.