If your item is on Pre-Order

When you buy an item that is on Pre-Order, the item is not available for immediate shipping and will be shipped in the future, according to the estimated dispatch date that is outlined on the product page.

As an outdoor-ians ourselves, we know this is an exciting time, and so between the time of placing your order and your items being shipped, we will update you on your order via emails.

We make every effort to ship your order by the expected shipping date, however, on occasion, we can experience delays outside of our control.

If your item is in-stock

We typically ask for 1 – 2 business days for our team to pack & ship your full order. However, during promotional holiday weeks, your order will ship within 5 business days. 

We use Pos Laju or PGEON to deliver your items to you. Once your order has left our Ipoh warehouse, standard delivery can take up to seven (7) business days. For East Malaysia, please expect a delay up to ten (10) business days due to reduced flights availability during COVID-19. 

Once your order has left our Ipoh warehouse, you’ll receive an email with your tracking information for you to track the progress of your order through this tracking website.

Please note, it can sometimes take up to 48 hours for your information to appear in the Pos Laju/PGEON system. If you are not at the nominated address when delivery occurs, a notification will be left in your mailbox, and your parcel will be held at your local post office for collection.

Please note that you cannot nominate a delivery date or time and, unfortunately, we cannot call you on the day in advance of the delivery being made.

*Be sure to use the correct shipping address, complete with a suite or apartment number if applicable, an incorrect or incomplete address will almost always delay delivery.

If you want to double-check on your order status, send us a note at [email protected] or give us a call at +60 11-3601 7811. 

Most orders will ship from our warehouse in Ipoh while a few low inventories or specialty items will ship from one of our suppliers. To get your full order on its way, we occasionally ship from a combination of these locations so you’ll receive a couple of packages. 

If your order ships in separate packages, we will send you multiple tracking numbers.

Local Delivery (Within Malaysia)

Shipping within Malaysia is always FREE when you spend RM80 and more! With Free Shipping, your order will typically arrive in 3 – 7 business days. For East Malaysia, please expect a delay up to ten (10) business days due to reduced flights availability during COVID-19. Your parcel will be delivered by Pos Laju or PGEON.

There will be a flat rate shipping cost for orders below RM80: 

Peninsular Malaysia: RM7
Sabah & Sarawak: RM12

International Shipping

We offer worldwide shipping. Shipping rates are categorised by country and zone. Shipping costs will be automatically assigned to your order at the checkout and are dependent on the shipping country specified. 

PTT Outdoor ships worldwide to the following countries:

Depending on where you are, Custom Fees may be applicable for your order. These fees are determined by your country’s Customs Department which we are unable to predict, shoulder or include in your bill. When Customs Fees are applied, they would require payment of that fee in order for your prints to be released to you. For inquiries about Customs Fees, please contact your country’s Customs Department directly.

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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 bank account again.
2. Next, contact your bank. There is often some processing time before a refund is posted.
3. 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
   219, Jalan Pasir Puteh,
   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 not be reimbursed.
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.

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