Shipping Policy

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

 

Delivery Courier

Estimated Delivery Time*

Shipping Rate

Peninsular Malaysia 

  • J&T Express
  • Flash Express

3 – 5 working days

RM7 (Flat Rate) 
or Free Shipping for orders above RM180

Sabah & Sarawak

  • J&T Express
  • Flash Express

5 – 7 working days

RM15 per kg

 

*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 have more questions, feel free to explore our Help Centre.

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

EXCHANGE and Refund Policy

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

Exchange or Returns

  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

Refunds (if applicable)

  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. (Not sure how to use your rewards points? Click here).
  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.

Late or missing refunds (if applicable)

  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.

Shipping

  1. To return your product, you should mail your product to:

    PTT Outdoor Return Department
    107, Jalan Chung Ah Ming,
    31650 Ipoh, Perak
  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. 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.

Contact Us

If you have any questions on how to return your item to us, contact us at [email protected] or +60 11-3601 7811 (Rina).

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