Frequently Asked Questions (FAQ)

GENERAL

Q: What kind of payment options do petaff.com offer? 
www.petaff.com offers a variety of payment options via iPay88 and Paypal as below:
Method 1: Credit Cards 
Method 2 : Online Banking
 
Q: How secure is shopping with petaff.com?
We want your online shopping to be worry-free, so we use SSL (Secure Socket Layers)*, the industry standard encryption standard for online purchase. All of your personal information, including your credit card number, is encrypted by SSL while you are placing the order.
SSL encrypts your order information to avoid the decoding of that information by anyone other than petaff.com. To check the security of your connection, look at the URL address bar of your browser window when you begin to checkout. If you see an unbroken key or a closed lock (depending on your browser), then SSL is active. When accessing a secure server, the first characters of the site address will change from "http" to "https".
We endeavor to make every transaction you make at petaff.com 100% safe. This means that you pay nothing if unauthorized charges are made to your card as a result of shopping at petaff.com.
* SSL available only if you make payment through our payment gateway.
 
Q: I cannot remove and add items into my shopping cart. Why and how to resolve this?
It should be a memory problem from your browser. Please delete the cookies and try again.
 
Q: I have signed up to petaff.com but cannot login with my password. Why?
One of the possible problem is that your account is not verified. A email with verification link had been sent to your registered email address for verification, please click on the verification link to activate your account.
Alternatively, kindly contact us at petaffinity@gmail.com for technical assistance.
 
Q: I have a user account with petaff.com but forgot my password, what should I do?
It is easy! Just go to My Account page and click on the Forgot Password link. You will be prompted with a window and please enter your email address (it must be the same email address you registered with petaff.com). The password will be sent automatically to the registered email address.
 
Q: I have a user account with petaff.com, how do I change my personal info and shipping address?
Go to My Account page, login and you can modify your account details there.
 
Q: Can I buy from petaff.com without creating an account?
Yes, you can. However once you have created an account with us, it will be easier for you to shop with us next time. Just use your login (your email address) and password next time you shop with us. All your personal and address information will be automatically retrieved from your account.
 
Q: How do I know petaff.com latest news and promotions?
Just subscribe to our newsletter! Or you can subscribe to our RSS Feed to get latest updates about our New Arrivals, Best Seller Products and Special Deals.
 
Q: How can I unsubscribe from the newsletter mailing list?
You can unsubscribe by email us at petaffinity@gmail.com with the message title Unsubscribe and we will remove your email from the mailing list.
 
Q: I have received a few emails from petaff.com. What are Orders Received, Orders Processed and Payment Receipt?
Order Received: This email informs you that petaff.com has received your orders and will process it as soon as possible.
Order Processed: This email confirms petaff.com has processed your order. 
Order Shipped: This email confirms that petaff.com has delivered/shipped the order to your shipping address.
 
Q: Can I return an item after it is delivered to me?
Yes, you can with terms and conditions. Please refer to the Return & Exchange Policy for more information on this.
 
Q: I can't find a particular product/item I want from petaff.com online store, what can I do?
Kindly contact us at petaffinity@gmail.com or call us at +6012 6281837 for further enquiries. We will try our best to assist you or recommend you an alternative. 
 
 
iPay88
 
Q: When I click on the button "Credit Card Payment with iPay88", nothing happens after that. Why?
Please examine the settings of your internet browser if pop-up blocker is turned on. We need the pop-blocker to be turned off. 
For Internet Explorer users, go to Tools->Pop-Up Blocker->Turn-Off Pop-Up Blocker.
 
Q: I came across the name ipay88 in petaff.com, what is ipay88?
petaff.com accepts online credit card payment using ipay88 (accredited by Bank Negara Malaysia) and it is a secure online system that offers our customers safe transaction over the internet. ipay88 also uses 3D secure where extra authentication from the bank is required.
 
Q: Why do I have Mobile88.com in my credit card transaction records rather than petaff.com?
Do not worry because our payment gateway partner, ipay88 (owned by Mobile88.com Sdn Bhd) collects payment on behalf of petaff.com. 
 
Q: Why Mobile88.Com is on my billing statement?
iPay88 Sdn Bhd has appointed Mobile88.Com Sdn Bhd as its sole authorized reseller of all iPay88 merchants. If you have a Mobile88.Com or Mobile88.Com Sdn Bhd charged on your statement, it is very likely that you or someone in your household placed an online order with us.
  
Q: How do I know if my payment has gone through?
When you submit your payment details, the iPay88 payment service will request authorisation from your Card Issuer and carry out any fraud screening checks on petaff.com. Depending on the outcome of the authorisation request, you will see either a successful or a failed message on screen which will confirm the result of your transaction.
A successful payment will also be confirmed by email. This email will include the details of your purchase and your Transaction ID, which is a unique reference for your payment, and should be quoted on any correspondence with petaff.com. It will be sent by iPay88 to the email address you have provided when entering your payment details.
If you receive more than one email and you have only made one purchase, please contact petaff.com and inform us that you have placed multiple orders by mistake. We will arrange a refund if necessary.
 
Q: Why my payment was declined?
This could be for many different reasons, however, iPay88 is not informed of the exact reason why the transaction has been declined. Reasons why your payment was declined include:
- Some of the card/personal details entered does not match the information held by your Card Issuer
- You do not have enough cleared funds on your card to cover the amount of the purchase
- Your card has been reported as lost/stolen and been cancelled by your Card Issuer
- Your card has or is due to expire and has been replaced by your Card Issuer
- Your card has recently been replaced by your Card Issuer but not yet activated
- Your card cannot be used to pay for goods/services in a Cardholder-Not-Present environment (online/over the internet)
- There may be a problem with your Card Issuer’s authorisation system
-- You haven't activated 3-D Secure (Verified by Visa and MasterCard SecureCode) of your card
If you are sure that one of the reasons above does not apply to your payment attempt, we recommend that you try again. However, should the problem persist, please contact your Card Issuer to find out further information.
If this means you are unable to pay by credit card or Online Banking through iPay88, please email us at petaffinity@gmail.com.