SHIPPING & RETURNS
Malaysia's Shipping Policy
We ship Malaysia-wide!
We offer a flat rate postage of RM 10. Enjoy free shipping Malaysia-wide when your order reaches RM 150 & above! Complimentary in-store collection is also available upon check out.
After placing your order, please allow our team 1 - 3 working days to pack and prep your parcel for dispatch. Your tracking number will be sent to you via email after your item has been sent out. You will receive your item in 2-3 working days!
If you have an oversized parcel, Haiwan may dispatch it to you via Grab, depending on your location. Oversized parcels sent via mail will take around 7 working days to arrive.
All reasonable efforts to deliver your order will be made by Haiwan. It is the customer's responsibility to ensure their parcel is received at the delivery address provided during checkout. Haiwan will not be responsible if the parcel is received by an unauthorised person.
Additional charges for re-delivery will be applicable after unsuccessful delivery attempts, should the parcel be returned to us. We are not responsible for parcels lost or damaged in the process of delivery due to the courier's negligence, and no refunds will be provided.
If your parcel needs immediate attention, or did not arrive, drop us a message on our live chat or send an email to us at hello@haiwan.com.my .
Pre-orders
If your order consists of ready stock and pre-order items, your order will only be dispatched once your pre-order items arrive. If you wish to receive your ready stock items first, please place a separate order.
Return & Exchange Policy
Prior to returning and exchanging your Haiwan product, please consult us via our live chat or send an email to us with your order number at hello@haiwan.com.my . Any items returned to us without a consultation beforehand will not be entertained.
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All returns must be sent back to us within 5 working days in Malaysia, and 10 working days in Singapore.
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We only allow size exchanges. Changing of design due to a change of mind is strictly not allowed.
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Item must be in its original condition (unused) to maintain the hygiene of Haiwan's products, i.e. to prevent cross contamination between pets.
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All postal charges for return and exchanges of products will be fully borne by the buyer.
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All returns which do not meet the above-mentioned criteria will be strictly declined and forfeited. The parcel received will not be sent back to the buyer, unless additional re-delivery fees had been paid for.
Custom made products - especially handmade items - are not 100% perfect. It's the craftsmanship that gives each product it's unique character. All custom made products are strictly not returnable or exchangeable, as it was crafted especially for your Haiwan. By purchasing a bespoke, custom made product from Haiwan, you'd agreed to these terms & conditions.
Refund Policy
In cases where your selected Haiwan products are out of stock after we'd received your payment, we will provide a full refund to your specified bank account. You will be notified via email to provide us with your details for a smooth refund process.
We do not provide refunds for missing parcels due to courier's negligence - however we will try our best in assisting you to trace your parcel.