At SNIFF, we do our best to make sure your order reaches you — and your pet — as quickly and safely as possible. 🐾
1. Order Processing
• All orders are typically processed within 1–3 business days after payment is confirmed.
• Once your order has shipped, you’ll receive an email notification with your tracking number.
• During peak seasons, sales, or public holidays, processing may take slightly longer — but our team will keep you updated at every step.
2. Shipping Methods & Delivery Time
We ship with trusted courier partners to ensure reliable delivery and real-time tracking.
Estimated delivery times (after dispatch) are as follows:
Location
Estimated Delivery Time
West Malaysia
2–5 business days
East Malaysia (Sabah & Sarawak)
3–7 business days
International Orders
7–21 business days (depending on destination and customs clearance)
⏱ Delivery times are estimates only and may vary due to courier delays, weather, or customs processes.
3. Shipping Fees
Shipping costs are automatically calculated at checkout based on your delivery address, order weight, and courier rates.
✨ Free Delivery:
We offer free standard delivery within Malaysia (West & East Malaysia) for orders above RM150 (after discounts and before shipping fees).
Orders below RM150 will be charged standard courier rates at checkout.
From time to time, SNIFF may also offer special free shipping promotions — these will be clearly announced on our website or official channels.
4. Tracking Your Order
Once your order ships, you’ll receive a tracking link via email.
You can click the link anytime to monitor your parcel’s journey.
If you experience delays or issues, please contact us at [email protected] and our team will assist you.
5. Pre-Orders & Split Shipments
Some products may be available for pre-order with estimated delivery dates noted on the product page.
• Orders containing both pre-order and ready-stock items may be shipped together once all items are available.
• If you prefer to receive ready-stock items earlier, please contact us — additional shipping fees may apply.
6. Delivery Issues
Please ensure that your shipping address and contact details are accurate before checkout.
SNIFF cannot be held responsible for delays or losses caused by:
• Incorrect or incomplete shipping addresses
• Missed deliveries or uncollected parcels
• Courier or customs delays beyond our control
If a parcel is returned to us due to an incorrect address or failed delivery, customers are responsible for reshipping costs.
7. Damaged Packages
We take great care in packing each order securely. However, in rare cases, parcels may sustain damage during transit.
Please follow these guidelines upon delivery:
a. External Packaging Damage Only
If your parcel arrives with visible damage to the outer box or mailer, but the items inside are undamaged and safe to use, you may accept the delivery.
We recommend taking photos of the package before opening it for your records.
b. Product Damage or Defects Caused by Shipping
If both the outer packaging and the items inside show signs of damage or defects caused during transit:
1. Take clear photos of the damaged packaging and affected items immediately upon delivery.
2. Contact us within 48 hours at [email protected] with your order number, photos, and a brief description of the issue.
3. Our team will review your case and assist with a replacement or refund where applicable.
Please note: SNIFF may require customers to return the damaged product for inspection before a replacement is sent.
We will work closely with our courier partners to resolve such cases promptly — your satisfaction is our priority.
8. International Orders
We proudly ship worldwide! 🌍
International delivery times and rates vary depending on your location and customs regulations.
Please note:
• Customers are responsible for any import duties, customs taxes, or local handling fees imposed by their authorities.
• We are unable to mark packages as “gifts” or alter customs values.
If your international parcel experiences a delay due to customs, please allow extra time for clearance — this is beyond our control but we’re happy to help track updates where possible.
9. Our Promise
We understand how exciting it is to receive your SNIFF products, and we work hard to make sure they arrive on time and in perfect condition.
If there’s ever a problem with your delivery, please don’t hesitate to reach out — our friendly team is here to help.
📧 [email protected]
