FAQ

Refunds & Returns

At PAW POCHI, every item is carefully handmade and packed with love. As a small handmade business, we are currently unable to accept returns, exchanges, or refunds for change of mind or incorrect size selection.

Please review your order carefully before completing your purchase.

If your order arrives damaged or you receive the wrong item, please contact us within 7 days of receiving your parcel. We'll be happy to help resolve the issue.

Instagram (Preferred): @pawpochi

Size Guide

Please refer to our Size Guide before placing your order.

As each accessory is handmade, we are unable to offer exchanges for incorrect size selections.

If you're unsure which size is best for your pet, feel free to contact us before ordering—we're always happy to help.

Local Pickup

We offer local pickup in Mount Austin, Johor Bahru by appointment.

After placing your order, please contact us via Instagram to arrange a collection time.

Ready Stock

  • Ready for pickup within 1–2 business days

Personalised & Made-to-Order

  • Ready for pickup within approximately 5 business days

Shipping

Malaysia

West Malaysia

  • Flat rate: RM8.50

East Malaysia

  • Flat rate: RM15.00

Ready stock orders are usually dispatched within 2–4 business days.

Made-to-order and personalised items require approximately 15–20 business days before dispatch.

Singapore

Flat rate: RM45 (approximately SGD15)

All Singapore orders include tracked shipping.

International Orders

If you're located outside Malaysia or Singapore, please contact us on Instagram before placing your order so we can provide an accurate shipping quotation.

International orders are shipped with tracked delivery.

Need Help?

If you have any questions regarding sizing, shipping, or your order, we'd love to hear from you.

Instagram (Preferred): @pawpochi



Lost or Delayed Parcels

Once an order has been handed over to the courier, PAW POCHI is not responsible for shipping delays caused by customs clearance, weather conditions, or courier service disruptions.

Incorrect Shipping Address

Please ensure your shipping address is correct before placing your order. Additional shipping fees for returned or re-delivered parcels may apply.