PTT Outdoor aims to deliver your gears in the fastest time possible. All orders will be processed within 48 working hours* upon confirmation. 

*The order processing time and estimated delivery time may be affected by peak promotional periods, public holidays, items that are out of stock at the time of ordering and any other unforeseen circumstances such as a pandemic or courier services’ staff go on strike. 

To ensure that your order arrives on time, we may ship it to you from multiple locations such as our warehouses or from our supplier’s warehouse directly. Each package will have its own tracking number and this will shared with you via email after each package is shipped. For orders shipped in multiple packages, you’re only charged a one time shipping fee for the order, not each package. With each package shipped separately, your packages may arrive at different times or on different days. 

Please make sure your shipping address and contact number is complete and accurate, complete with a suite or apartment number if applicable, as an incorrect or incomplete address will almost always delay delivery.

You can quickly access tracking information for past orders in the Order section of your account.

Alternatively, you can insert your tracking number in the box below to track the status of your package:

If you did not find your answers, please contact our Customer Service Team here or via WhatsApp  +60 11-3601 7811 for further assistance.

PTT Outdoor currently only ships within Malaysia. 

For our friends outside of Malaysia, please contact us at [email protected], and we will do our best to accommodate your request. Please note that additional shipping charges may apply for certain requests.

When you visit a product page, you will see an indication shown below right before you select the quantity of the item. 

This delay could be due to various reasons and we’ll need to special order it for you. The expected delivery days displayed is the date we expect the product to be shipped out and is subject to change. If it does, we’ll contact you via email or WhatsApp.

PTT Outdoor observes all bank holidays.

Sometimes products sell so fast that an order it taken before the inventory on our website has a chance to catch up. We update inventory frequently to avoid this as much as possible, but occasionally, it happens and we’re sorry! 

When this happens, we immediately try to order a replacement directly from the manufacturer and will inform you as soon as we can. However, if the manufacturer doesn’t have it either, the item will be canceled and you will have the option to replace with another item at the same value or a refund.

We try to provide the best and fastest service possible. To ensure that your order arrives on time, we may ship it to you from multiple locations such as our warehouses or from our supplier’s warehouse directly. Each package will have its own tracking number and this will shared with you via email after each package is shipped. For orders shipped in multiple packages, you’re only charged a one time shipping fee for the order, not each package. With each package shipped separately, your packages may arrive at different times or on different days.

Once the parcel has been dispatched to the carrier, you’ll receive your tracking number(s) via email and/or WhatsApp. Please allow 1 working day for the tracking number to update and show movement, as it will still need to be scanned by carrier before updating with an expected delivery time. 

You can quickly access tracking information for past orders in the Order section of your account.

Alternatively, you can track the status by inserting your tracking number here.

There are a few reasons your tracking number may not be updating: 

• The courier may have a delay on their end causing the movement of your package to be delayed. 
• The courier may have misplaced your package.
• The address on your order was undeliverable by the courier. 

These are just a few examples of why your tracking number may not have updated but this does not mean they are the reason why. 

If you notice your tracking has not updated within 1 – 2 business days, please contact us via email [email protected] or WhatsApp  +60 11-3601 7811 for help with your order.

Yes, you’ll receive an order confirmation email that is sent to the email address used to place the order shortly after it’s placed and confirmed  (usually, no longer than 3 hour). You’ll then be able to follow your order status by logging in to your account. 

Occasionally, the order confirmation email may fall into your junk mail. 

If you placed an order and did not receive an order number within 6 hours, please contact our Customer Service Team at [email protected] or WhatsApp  +60 11-3601 7811.

We ship almost all of our packages within 48 working hours from the time that the order is placed. We do not ship on weekends and public holidays.

“Processing” means your order has been forwarded to the warehouse and is being picked and packed for shipment. Orders usually ship within 48 working hours. 

Any products that require a longer shipping time are usually noted on the product page or will be communicated with you via email or WhatsApp.

Once an order has been placed, normally, you will have about a 30-minute window to reach out to our Customer Service Team via email [email protected] or WhatsApp  +60 11-3601 7811 to give us the best chance of catching it in time to make any amendment to your order.

However, if your order status has been changed to “Completed”, we are unable to cancel or make any changes to your order. Instead, you may return the order (once you’ve received it) and exchange with other item(s) of the same value. You will have to bear the return & exchange costs in this case and no refund is allowed.

If you received a damaged package or item upon receiving it, please take pictures or videos of it as soon as you can and contact us via email at [email protected] or WhatsApp  +60 11-3601 7811.

As soon as you notice the item you received is incorrect, please take pictures of it and talk to one of our customer service reps at [email protected] or WhatsApp  +60 11-3601 7811.

Normally, some orders containing multiple items will ship in multiple packages. In this case, you will receive a shipping confirmation email with a tracking link for each package.

If you’re not sure what’s happening with the missing item in your package, please take pictures of the package contents and talk to one of our customer service reps at [email protected] or WhatsApp  +60 11-3601 7811.

If you’re not at home when a delivery is attempted, the carrier will either leave you a message or call you directly. Normally, a re-delivery will be attempted on the next consecutive working day – this, however, is dependent on the carrier’s redelivery policies. 

If the delivery has been attempted 3 times without success, the package will returned to our warehouse. 

If you’re not sure what’s happening with your package, you can contact one of our customer service reps at [email protected] or WhatsApp  +60 11-3601 7811 and they’ll be able to advise on its status.

Once your package is in the hand of our partnering shipping carriers, we have no control over the time of delivery.

In some cases, we may be able to wait a few days to ship out a package, but we still are not able to control what specific date or time the package may be delivered. 

 If it is not possible for someone to be present to receive an order soon after it’s placed, we recommend waiting to place your order until it’s convenient to receive it. 

Should you wish for us to ship out your package at a later date, please get in touch with our customer service reps at [email protected] or WhatsApp  +60 11-3601 7811 and they’ll be able to advise.

Trying to find your package? Sorry — this can happen sometimes! Occasionally a carrier will tag a package as delivered before it’s been physically dropped off.

Please check your front porch, side door, back porch, garage area, bushes, mailbox, and mail room to make sure it’s not hiding or jammed. Also, please ask any neighbors, housemates, concierges, and coworkers (if delivered to work) if they may have received it for you.

Please note that in some cases we must file a carrier claim and a refund will not be issued until the completion of the carrier investigation.

If your package still hasn’t turned up 1 day after the delivery date shown in your tracking information, please contact one of our customer service reps at [email protected] or WhatsApp  +60 11-3601 7811.

Thanks for shopping at PTT OUTDOOR.
If you are not entirely satisfied with your purchase, we’re here to help.

1. Our policy lasts 14 days. If 14 days have gone by since the delivery of your purchase, unfortunately, we can’t offer you a refund or exchange. We reserve the right NOT to accept exchange or returns received after 14 days from the Invoice date.
   
2. To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
3. Due to hygiene reasons and SOP from the government due to COVID-19, we do not accept exchanges or returns for apparels and inner wears, such as shirts, socks, pants, swimwear bra and underwear.
4. Exchange will only be approved upon inspection and permission. Do provide us the receipt of your purchase for our reference.
5. Please do not send your purchase back to the manufacturer.
6. Change of mind is not eligible for refunds. However, we’re happy to assist you on exchange.
7. We reserve the right to deny refund if the items / goods does not meet our Exchange & Return policy guidelines.
8. If any requests are denied, you are required to pay the shipping and all return charges within fourteen (14) days upon notification, failing which you shall be deemed no longer interested in the items / goods and it shall be disposed or dealt with in any manner we deem fit, without any liability and/or further reference to you.
9. There are certain situations where only partial refunds are granted: (if applicable)
   • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
   • Any item that is returned more than 14 days after delivery
10. You will NOT be entitled to an exchange or returns if any of the following applies:
    • The goods returned are found to be not faulty or damaged and it correctly correspond to the description displayed on our website and in your order
    • The goods are not returned in accordance with our exchange & return policy
    • The goods are not returned within the stipulated time period
    • If so, the goods will be sent back to you at your cost

Thanks for shopping at PTT OUTDOOR.
If you are not entirely satisfied with your purchase, we’re here to help.

1. Once we receive your item, we will inspect it and notify you (via email or WhatsApp) that we have received your returned item. We will also notify you of the approval or rejection of your refund.
2. If your return is approved, we will initiate a refund to you via Store Credit (Rewards Points). Refunds may take up to 3 business days to appear in your account. Once we have your items checked in, we’ll send the refund your way.
3. If you do not have an account with us, refunds will be made via cash voucher which you can use at our store.
4. Promo codes cannot be re-issued and are non-refundable. If you return an item which was purchased using a promo code, only the final paid price (after discount) will be refunded.
5. No cash refund unless the item is out of stock.

Thanks for shopping at PTT OUTDOOR.
If you are not entirely satisfied with your purchase, we’re here to help.

1. Please make sure that you have your valid purchases receipt or proof before contacting us
2. Please contact our friendly customer service here
3. If your status is approved, we will initiate a refund to you via Store Credit (Reward Points)
4. Refunds may take up to 3 business days to appear in your account
5. Once we have your items checked in, we’ll send the refund your way
6. If you do not have an account with us, refunds will be made via cash voucher which you can use at our store.
7. Promo codes cannot be re-issued and are non-refundable. If you return an item which was purchased using a promo code, only the final paid price (after discount) will be refunded
8. All purchase orders will be refunded to the original payment type with the exception of dividends (exclude shipping fees)
9. No cash refund unless the item is out of stock

We can help locate proof of purchase if you used a valid and active account with us. We may be able to track down your order number for you.

Purchases not posted to a PTT Outdoor membership are required to provide proof of purchase for all transactions. We may be able to locate proof of purchase for online or phone purchases not posted to a PTT Outdoor membership via email, Whatsapp or Messenger.

However, you may still need to provide your valid email address and a valid phone number with your full name for us to check back into our system.

If you still have questions, kindly please contact our friendly customer service here.

Office Hours are from 9am – 6pm (Monday to Friday) , excluding Public Holidays

Thanks for shopping at PTT OUTDOOR.
If you are not entirely satisfied with your purchase, we’re here to help.

1. Please read our Exchange or Returns Policy first before you decide to return the item back to us
2. Please consult to us here whether your item can be exchange or return
3. Please wait for our confirmation regarding your status within 3 business days
4. Once we confirm your status, please follow our Exchange or Returns Policy carefully
5. Once we receive your item, we will inspect it and notify you (via email or WhatsApp) that we have received your returned item
6. Our friendly customer service will take care of your enquiry after that until the case is solve

Thanks for shopping at PTT OUTDOOR.
If you are not entirely satisfied with your purchase, we’re here to help.

1. If you haven’t received a refund yet, first check your account dashboard.
2. If you’ve done all of this and you still have not received your refund yet, please reach out to [email protected] for support.

Thanks for shopping at PTT OUTDOOR.
If you are not entirely satisfied with your purchase, we’re here to help.

1. To return your product, you should mail your product to:
   
   PTT Outdoor Return Department
   107, Jalan Chung Ah Ming,
   31650 Ipoh, Perak

   For every return item, kindly write down your Order number and Reason/Issues on a paper and include inside the parcel
   

2. It is advised that all items returned are sent using our free returns service via CollectCo. Find out the nearest CollectCo here. If you choose to return an item to us via any other provider or Pos Laju, the costs incurred will be the customer’s responsibility.
3. 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. The goods are your responsibility until it reaches our warehouse, so make sure it is packed properly and cannot get any damages on the way.
5. Depending on your delivery location, the time it may take for your exchanged product to reach you, may vary.
6. If parcels are detoured to PTT Outdoor due to incorrect shipping details (address or contact number), recipient’s absence at the delivery location or parcel not collected, the redelivery cost will be covered by the recipient.
7. As the responsibility for international customs duties and local VAT/GST lie with the customer, PTT Outdoor are unable to refund any charges incurred upon delivery of the order. However, you may be able to recover these by contacting your local customs bureau directly.
8. Please note, items should not be returned to us without prior notice. All return requests should be submitted via email or WhatsApp. Items returned to us without prior notification may not be refunded or exchanged.

If you still have questions, kindly please contact our friendly customer service here.

Office Hours are from 9am – 6pm (Monday to Friday) , excluding Public Holidays

Once your items are returned or refunded, we will add your reward points according to the price of returned product.

For example: If your purchase total was RM100, you will receive 1000 reward points. However, if you returned an item worth RM30 (exclude shipping fee), only 300 reward points will be added back to your account.

If you have any questions about the reward points or on how to return your item to us, kindly please contact our friendly customer service here.

Office Hours are from 9am – 6pm (Monday to Friday) , excluding Public Holidays

Thanks for shopping at PTT OUTDOOR.
If you are not entirely satisfied with your purchase, we’re here to help.

If you have any questions regarding your order, kindly please contact our friendly customer service here.

Office Hours are from 9am – 6pm (Monday to Friday) , excluding Public Holidays