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FAQs

When will my orders be shipped?

Orders will be shipped within 1-2 days during normal business day excluding weekend. Orders placed on weekend will be shipped on the next business day. If the orders you placed happen to be out of stock, Petku will contact you immediately for refund or replacement. We will try our best to find you the item you want.

Orders placed with Instant Courier such as GoSend or Grab Express should be paid before 3PM for same day delivery. Orders paid after 3PM will be delivered the next day.


Where is my order number?

When making payment, please include your order number. Failure in writing order number will result in delay of payment verification. Kindly check your email for order number. Below is the sample of your order number.


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I have paid, but haven’t received any email. What should I do?

Payment verification will be made within 1-4 hours after payment is successfully made. Payment made after 6PM will be verified the next day during our business time. Kindly check your email for the update of your order status. When you receive an email with Paid status, it means we have successfully received your payment and your order will be processed immediately.


Is Petku a petshop?

Petku is a marketplace for pet supplies. Shipping is made through our vendors. Petku is committed to deliver excellent customer service to our buyers. Every complaints and questions about products will be answered directly from our vendors to you through Petku.


What if I don’t like the item I have bought?

We are happy to provide a refund if you are not satisfied with the item you bought. Please do not use or open the packaging of the item in order for us to process the refund. Any refund request should be made five days after the item is delivered. No refund request will be accepted after this period of time.