Delivery, Return & Refund Policy 

1. Order Cancellation

1.1 Before Order is Processed

You may request to cancel your order within 1 hour of purchase if it has not been processed or packed. Cancellation can be made by contacting our customer service on WhatsApp or email.
 

1.2 After Order is Processed / Packed

Once an order has been processed, packed, or handed over to the delivery partner, cancellation is not allowed. You may proceed with a return request after receiving the item, if applicable.
 

1.3 Cooked Food / Fresh Items

Orders containing fresh meals, frozen items, or customised items cannot be cancelled after payment, as they are prepared specially for your pet.
 

2. Delivery

2.1 Standard Delivery (Ninja Van)

We ship nationwide using Ninja Van or DHL. Estimated delivery time:
 
  • West Malaysia: 3-5 working days
  • East Malaysia: 5-8 working days

2.2 Frozen Item Delivery

Frozen items delivery is only available within West Malaysia with a minimum spend RM200. Dedicated cold-chain delivery will be arranged.
 

3. Return & Exchange Policy

3.1 Eligible for Return / Exchange

We accept returns or exchanges only under the following conditions: 

  • Wrong item delivered
  • Damaged or defective item
  • Expired item delivered
  • Missing items from your order

For the above cases: 

  • Contact us within 48 hours of receiving your order
  • Provide clear photos/videos of the issue
  • Items must be unused, unopened, and in original packaging

3.2 Not Eligible for Return / Exchange 

The following items are non-returnable: 

  • Fresh cooked meals or frozen items
  • Items that have been opened, used, or damaged after delivery
  • Pet treats or food with broken seals
  • Items not purchased from our official website

3.3 Product Condition for Return

All returned items must meet the following criteria:

  • Unused and in resellable condition
  • Original packaging intact
  • All accessories, tags, and freebies included

Failure to meet these conditions may lead to rejection of return/exchange.

3.4 Return Shipping Charge

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

4. Refund

4.1 Refund Method

Approved refunds will be issued via bank transfer or original payment method (depending on payment gateway).

4.2 Processing Time

Refund processing may take 3-7 working days for payment gateway refunds.
 

5. Wrong Address / Failed Delivery

Ollie & Hana is not responsible for delays or lost parcels due to:

  • Incorrect shipping address provided 
  • Unreachable contact number 
  • Recipient not available during delivery 

If the parcel is returned to us, redelivery fees will apply.

6. Contact Us

If you have any concerns or wish to submit a return/cancellation request, contact us via:
WhatsApp: 012-905 6658
Email: sales@ollieandhana.com 

We’re here to help you and your furkid!