FAQ
A few simple answers
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How do I create an account?
1) Click the "Create My Account" link at the top right side of our site.
2) Enter your Personal Details, email address. Then simply follow the prompts to complete setting up your account.
*We strictly keep your information completely private. Unless required by laws, we will not disclosed out to any 3rd party for any purpose. -
How do I know if my order has been confirmed?
You will receive an auto-response for payment upon ordering, showing that our system has captured your order and information. Once you have provided your payment details into your order, Our customer service officer will then contact you within 48 hours to confirm your order and address, thus scheduling for delivery as well.
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How long do I have to wait for my pet’s orders?
Orders will be processed within 24hours and we handover to deliver within 3 to 5 working days from date when order is placed. If you have a preferred delivery time (or special requests), you may indicate it under the “Remarks” column of “Delivery Details” during checkout, and we will try our best to adhere to it.
Orders that required to be Pre-ordered(PO) will require a longer time, up to 7-14 working days. -
How do I change quantities or cancel an item in my order?
Any changes to your order is not allowed after placing your order. You may wish to contact us @ +60166275108 or email to us at support@mystiquecatzshop.com to request, should your order have not been processed by our team.
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How do I include my In-store membership into my Online membership account?
You cannot include your In-store membership to our Online membership account. Both memberships are giving different promotions and rebate schemes and therefore, they are not linked.
For our online website, you will need to create a new account if you wish to place an order through our website.
If you prefer to enjoy your In-store membership, just drop us an email or give us a call! We will assist you and guide you along your ordering! -
I have a question on my charges.
Click the "My Account / Order Status" link at the top right hand side of our site to review your orders.
You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.
Should you required an invoice for your order, please do email us at support@mystiquecatzshop.com -
What is the best dry food for kittens?
Kittens have very small teeth and require specific types of dry food so that they can chew properly. Make sure that you choose dry food that is rated for kittens, including brands that produce softer pellets so that they can enjoy a healthy diet.
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Do cats need wet food every day?
Wet food is important for cats because it is a good source of hydration that complements their dry food. You can give your cat a small amount of wet food each day, or you can give it to them as a special treat.
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Is wet food good for cats?
Yes. Wet food is rich in nutrients and serves as a source of moisture for your cat. If you feed your cat a mixture of wet and dry food, be sure to control the amount so that they do not gain weight.
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Is cardboard good for cats to scratch?
Yes. Cats love cardboard scratchers due to the sensation of their claws on the soft material. They also enjoy the sound that cardboard makes when scratched. Cardboard will not hurt their claws, and your scratcher will save your furniture.
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Is it ok to just give cats wet food?
Cats are obligate carnivores, which means that they absolutely require meat in their diet. Wet food is the perfect source of a healthy, balanced diet for your cat. Wet food is balanced to cover all dietary needs, but you can supplement with dry food if you wish.
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Do you have any delivery charges and where do you deliver for your delivery services?
For orders above MYR250, we offer free island-wide not more than 5KM and above from our delivery point at NO,10 jalan ekoperniagaan 2/2 taman ekoperniagaan 81200 Johor. For orders below MYR200, there will be a surcharge of Follow by location. A re-delivery surcharge of MYR20 will apply after the first failed delivery. There will be a MYR20 service charge if you should cancel your order after ordering.
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Do you have any express delivery?
Yes we do. You can opt for our express delivery at a fee of MYR30, subject to item availability and verification of payment, and we will deliver to your doorstep within 24hours from the time we processed the order with your full payment.
If you wish to opt for this service, do email us at support@mystiquecatzshop.com or give us a call at +60197723726, together with your proof of payment and order number.
Express delivery is not available on Sunday and Public Holiday. -
Can I do self-collection?
Yes, please contact us in advance so that we have sufficient time to prepare your order before collection. You can do so by indicating 'Self-collection' when placing your order online in the comments form, or notifying us when placing your order through the phone. Self-collection is available only at
Mystique catz (PASAR BORONG PANDAN) @ No 13 pandan city 81100 Johor from 4pm-9.30pm excluding Public Holidays.
Mystique Catz (Kip Mall Kota Tinggi) @ Lot 5079 No 1 Jalan Maju 81900 Kota Tinggi From 1pm-8pm excluding Public Holidays.
Mystique Catz (Sks Mart Skudai) @ Lot KB24 Jalan Hang Lekir 81300 Skudai, Johor.From 1pm-8pm excluding Public Holidays. -
Can we exchange goods?
The Return and Exchange Policy described below applies only to online purchases made through our website. We will exchange item(s) due to manufacturers' defect only.
The item(s) must be returned within 7 days of purchase in its original packaging and condition (unused and unsoiled) to:
Mystique catz (PASAR BORONG PANDAN) @ No 13 Jalan pandan city from 4pm-9.30pm excluding Public Holidays.
Mystique Catz (Kip Mall Kota Tinggi) @ Lot 5079 No 1 Jalan Maju 81900 Kota Tinggi From 1pm-8pm excluding Public Holidays.
Mystique Catz (Sks Mart Skudai) @ Lot KB24 Jalan Hang Lekir 81300 Skudai, Johor.From 1pm-8pm excluding Public Holidays.
We will require the original tax invoice as proof of purchase from (our website )
We encourage you to help us check for defects before accepting our delivery. Please note that the item(s) cannot be exchanged without the original tax invoice and we reserve the right not to accept the item(s). All sales of Gift cards, e-gift certificates, un-exchangeable goods and any items marked as Sale are final.
FINAL SALE items cannot be returned for exchange or credit. Un-exchangeable goods include (but not limited to) pet muzzles, e-collars, apparel, undergarments and footwear. Repacking products are non refundable & non exchangeable. -
Is international shipping available?
Unfortunately, we do not offer international shipping at this time.
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What should I do if my desired item(s) is(are) out of stock?
We will contact you for notification, and update on the timeline for the next availability for the item, and recommend the next suitable product (if any) for your pet. In the event that you decide to cancel the item in question, cancel the whole order, or if the item you have ordered has been discontinued by the distributor, we will refund your payment accordingly.
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What are my payment choices?
We offer the following payment methods:
1. Paypal (Visa, MasterCard)
2. iBanking (Online funds transfer) -
When will my credit card be charged?
Your credit card will be charged accordingly to the terms and condition of the bank policy. Please check with your bank.
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Is there TAX charges on top of your discounted prices?
No, we absorb TAX.
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Do you do re-packing?
Yes, re-packing is available. It will be chargeable at MYR7 for 5kg and above of whole bag of dry food.
Only for online deliver not suitable for self pickup. -
How do I navigate the site?
To navigate this website, simply click on a category you are looking for or simple choose brands to search for the specific brand you want.
You can also choose to type and search on with our search bar to help you to look for your items.
If you need assistance, please do contact our customer officer. -
What if the product I want is not listed on your website?
Do drop us a call at +60166275108, or drop us an email at support@mystiquecatzshop.com to let us know which product you would like to have, and we will do our best to carry that product.
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Do you sell pets?
Do drop us a call or whatsapp at +60166275108 . We do sell all kinds of pet food (for dogs, cats, hamsters, guinea pigs, gerbils, chinchillas, rabbits and fishes), cages, pet accessories (like collars, muzzlers, pet trays etc), cat litter and pet treats amongst many other products you will find at our website.
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Price Guarantee
Mystique Catz (M) Sdn. Bhd is committed to provide you with the best value at the best price. Your business is important to us and we strive to keep our products at affordable prices to suit all your needs!