HOW TO ORDER
All orders must be placed through our online store, unless there are special arrangements for large or bulk orders. This is to ensure that we are able to properly track your order and notify you of its progress through our system. Should you have a large or unique order, please contact our Customer Service line via WhatsApp at +6017-993 7826 for assistance. A manual invoice will be prepared and sent to you for checking prior to accepting payment.
WHAT CURRENCIES DO YOU ACCEPT?
We accept payment in Malaysian Ringgit (MYR). All transactions are carried out and charged in MYR wherever you are in the world.
HOW DO I MAKE PAYMENT?
All payments are processed securely through the HitPay payment portal (powered by Stripe) at the checkout page. You will be directed to a new page to make payment and no banking or credit card information is saved on our website or servers.
We accept payment by credit card – Visa or Mastercard, bank transfer via FPX, and Apple Pay in Malaysian Ringgit (MYR).
Should you have a special order or arrangement, we will send you an invoice with a payment link for you to make payment online.
HOW LONG DOES IT TAKE TO PROCESS MY ORDER?
Please note that we do not hold ready stock of any product in order to ensure that you receive the freshest treats each time. Typically, our turnaround time to process orders (without chew treats) is 5 working days (7 calendar days).
Orders with chew treats or any special requests/customizations, or large orders of RM200 and above will take between 7-10 working days to process and complete.
WHEN CAN I EXPECT MY ORDER TO BE DELIVERED?
Once processed, your order will be handed to our delivery partner. Once your order is handed to our delivery partner, it will be delivered according to their schedule, which is beyond our control.
Orders will be delivered by our delivery partner – DHL e-Commerce or Teleport – and you will receive an email notification with a tracking number once your package is handed to our delivery partner.
If your order contains a large number of chew treats, or is unusually large, or when we run promotions that result in a large volume of orders, we may require some extra time, which we will communicate with you.
Please refer to our Delivery Information or Track the status of your order here.
CAN YOU EXPEDITE MY ORDER?
Should you wish to receive your order by a particular date, kindly communicate with us on our Customer Service number to arrange this, to ensure we are able to meet your delivery date. Please communicate with us before placing your order.
CAN I PICK UP MY ORDER IN PERSON?
We offer Self Collection at 5th Mile Jalan Klang Lama, Kuala Lumpur by prior arrangement. You will be notified via WhatsApp once your order is ready for collection. If you are using a delivery service (Grab, Lalamove etc) please share the details with our Customer Service to allow communication with your driver. Our collection times are 12pm-7pm (weekdays) and on weekends by prior appointment only.
Self Collection does not indicate that items are in ready stock and are subject to our usual processing time of up to 5-7 working days. Should you require an urgent delivery, kindly contact us via WhatsApp at +6017-993 7826 before you place an order to discuss any alternative delivery arrangements or if we have any stock overruns.
CAN YOU DELIVER TO MY HOTEL?
Yes we can! We’ve delivered lots of orders to hotels for overseas customers. Do contact us via WhatsApp (+6017 993 7826) before placing your order to make the necessary arrangements.
Hotel deliveries within Klang Valley (PJ, KL) will be made by personal delivery unless we have confirmation that the hotel accepts parcel/courier deliveries. Deliveries to hotels outside of PJ/KL will be subject to confirmation that parcel/courier delivery is accepted.
Hotel delivery – Klang Valley Grab/Lalamove within 15km of Old Klang Road, Kuala Lumpur
< RM200 nett – At customer’s cost as charged
> RM200 nett – Complimentary
Hotel delivery – Klang Valley Grab/Lalamove > 15km of Old Klang Road, Kuala Lumpur
At customer’s cost as charged
I’D LIKE TO AMEND OR ADD ON TO MY ORDER
Should you have an error in your order or wish to add on any items to an existing order, kindly contact us at [email protected] or via WhatsApp at +6017-993 7826 with your order number within 1 day of placing your order. We are unable to amend your order beyond this time.
WHY WAS MY ORDER CANCELLED?
This could be due to a failure to make payment or due to any unavoidable circumstances. We receive the right to cancel any orders for any reason whatsoever. In the event an order is cancelled by us after payment is made, we will issue a refund to you within 24 hours.
DO YOU OFFER DISCOUNTS OR SPECIAL OFFERS?
We may offer discounts or special offers from time to time. Please register for email updates or follow us on Instagram to be notified of any discount codes. All purchasers are automatically enrolled into the #ILoveQDT Rewards Paw-gram where you can receive cash vouchers with qualifying purchases. Find out more about our rewards programme here.
DO YOU OFFER BULK QUANTITIES?
Should you be interested in a larger than usual or bulk purchase (for personal consumption) that cannot be placed through our online store, please contact us at [email protected] or via WhatsApp on +60-17-993 7826 to discuss your requirements. We are able to combine orders into minimal bulk packaging as well, upon request.
CAN I HAVE A PERSONALISED ORDER FOR PARTY PACKS OR OCCASIONS?
We are happy to customise party packs and have done many of those. We can work with customised items (to your concept) or you can select items from the online store with a personalised label, with a minimum purchase.Please contact us at [email protected] or via WhatsApp on +60-17-993 7826 to discuss your requirements. We’re always up for a pawty!
WE ARE A PET RELATED BUSINESS OR WILL HAVE A PET FRIENDLY EVENT AND ARE INTERESTED IN A COLLABORATION
We are open to working with pet related businesses or corporations running a pet-friendly event. We are able to provide unique personalised biscuits or treat packs at special rates depending on the quantity required. Please contact us via WhatsApp on +60-17-993 7826 to discuss your proposal.
DO YOU HAVE A RETAIL OUTLET?
At the moment, Quǎn Dog Treats is sold online through our website, to ensure optimum freshness and quality. A limited curated range of products is available on the shelves of Lex’s Patio Pantry, Kapas Condominium, Bangsar.
We may have pop-ups from time to time, where our products may be purchased in person. Please register for email updates or follow us on Instagram to be notified of any upcoming in-person pop-ups where our products may be available.
I’D LIKE TO MAKE A CUSTOM PRODUCT NOT AVAILABLE ON YOUR WEBSITE
We love making custom orders and recipes and are happy to have a discussion on what you’d like. Please contact us via WhatsApp on +60-17-993 7826 to discuss your requirements.