We at PTT Outdoor know how excited you are to receive your outdoor gears, and we’re here to make sure you get them as quickly as possible. All orders are processed within 48 working hours* of confirmation, so you can start planning your next adventure right away.

Your gear will be shipped out via Pos Laju, and don’t worry, we’ll automatically calculate the shipping charges based on the weight and shipping location during checkout. Here are the rates for your reference:

	Delivery Courier	Estimated Delivery Time*	Shipping Rate
Peninsular Malaysia	Pos Laju	3 – 5 working days	RM7 for the first 3kg and RM2 for every additional kg over 3kg
Sabah & Sarawak	Pos Laju	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.

We’re all about making your life easier, so to ensure that your order arrives on time, we may ship it to you from multiple locations such as our warehouses or directly from our suppliers. Each package will have its own tracking number, which we’ll share with you via email after each package is shipped. But don’t worry, you’ll only be charged a one-time shipping fee for the entire order, not each package. With each package shipped separately, your packages may arrive at different times or on different days, but we promise they’ll get to you as quickly as possible.

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

Track Your Package

We know you can’t wait to get your hands on your new gear, so we’ve made it easy for you to track your package. You can quickly access tracking information for past orders in the Order section of your account. Alternatively, you can enter your tracking number in the box below to track the status of your package:

 

We’re here to help make your shopping experience a breeze. If you have any questions or concerns, please explore our Help Centre for more information. If you still can’t find what you’re looking for, our friendly Customer Service Team is ready to assist you. You can contact us here or via WhatsApp at +60 11-3601 7811.

We want you to love your PTT Outdoor experience, so we offer returns on most* orders within 14 days of receiving order (excluding final sale items). 

Returned items must be:

• In brand new, and sellable condition 
• Item(s) must not have been worn, altered, washed, or damaged or they will not qualify
• Item(s) must include original packaging and tags
• Full-price item(s)

Items that are not in sellable condition because they have been worn or items damaged due to improper use will not be accepted for return or exchange.

Oh yeah – proof of purchase is required for all returns or exchanges. A receipt, packing slip, printed copy of your order confirmation email, or anything referencing your order number will work.

Exceptions for Return, Refund and Exchange

We do not accept any returns for the following: 

1. Final sale item(s)
2. Damaged gear due to ordinary wear and tear, or damage caused by improper use or accidents
3. Unwashed or excessively dirty gear
4. Intimates (i.e. sports bra, underwear, swimwear, socks) due to hygiene reasons
5. Spray, fuel, food and drink

Orders Containing a Free Gift

Anytime you return an order that comes with a free gift, you must also return the free gift. Yup, we call take-backs. If we don’t receive it back, we will deduct the retail value of the gift from your refund.

How Do I Make a Return

To start your return, simply email us at [email protected] or WhatsApp us at +601136017811 with the following: 

1. Order number
2. Share pictures or videos of the defected/wrongly delivered items with our customer service team within 7 days of receiving the goods

Our customer service will advise the next steps – whether an exchange or refund is eligible. 

Securely pack the item(s) with a label “RETURN” and address the package to:

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

• Make sure to send it prepaid, and get tracking information for your package since you are responsible for it until we receive the goods.
• Shipping costs is non-refundable. If you’re eligible for a refund, the cost of return shipping will be deducted from your refund.
• 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.

*Important: Any package that’s returned to us without prior notice will not be entertained and not eligible for any refunds or exchange. All return requests should be submitted via email or WhatsApp.

 

We offer full or partial refunds for the following cases:

1. Orders received were incorrect
2. Orders received were faulty or damaged upon receiving or within 7 days of standard warranty period (from date of receiving)*
3. Orders are not received after 28 days of purchase being made.

We do not offer refunds for incorrect sizing, wrongly order or change of mind.

Good(s) are sold upon confirmation. Return of product(s) due to defects or incorrect item is only acceptable when the issue is raised to PTT Outdoor team within 14 days of receiving order.

Refunds will credited to the original payment method or of store credits into your PTT Outdoor Member Account. If your order contains PTT Reward Points, the used portion of Reward Points will be credited to your account first. Any remaining credit will then be distributed to the original payment method.

Refund Lead Times

Refund Method		Lead Time
Store Credits		1 – 2 working days lead time
Credit/Debit Cards		1 – 2 working days processing lead time + 7 – 14 working days for the refund to be reflected on customer’s account *For some banks, the amount will only reflect on next billing statement
GrabPay		1 – 2 working days processing lead time + 7 – 14 working days for the refund to be reflected in your GrabPay account
Touch N Go		1 – 2 working days processing lead time + 7 – 14 working days for the refund to be reflected in your TNG account
MobyPay		1 – 2 working days processing lead time + 7 – 14 working days for the refund to be reflected in your MobyPay account
Bank Transfer & FPX		1 – 5 working days processing lead time (Processed every Friday) + 3 – 5 working days to reflect on your bank account

Some things to note: 

1. PTT Outdoor reserves to right to withhold any refunds if your original item has not reached our warehouse. Once your item has been processed by our team, you will receive your exchanged item following the standard delivery lead time. 
2. The item will be inspected once received and in the event the items are not eligible for a refund, PTT Outdoor may send the item back to the Customer at the Customer’s cost and/or a refund/exchange will be rejected.
3. If the item is returned not in its original packaging and condition, PTT Outdoor reserves the right to not refund in full paid price. 
4. Ensure that the refund details given are correct and complete. Any incorrect or incomplete details, you will be refunded fully in Store Credit instead. 
5. If your order contains PTT Reward Points/Store Credit, the used portion of Reward Points will be credited to your account first. Any remaining credit will then be distributed to the original payment method.
6. Exchange orders are only refundable via Store Credits. 
7. Discount code cannot be re-issued and is non-refundable. If a customer return an item that was purchased using discount code, only the final paid amount (after discount) will be refunded. 
8. Initial Shipping costs will be charged accordingly if free shipping had been provided for the order and total of the order is under the minimum of free shipping amount after returned item(s) price had been deducted from your order.
9. PTT Outdoor reserves the right to accept or refuse the return based on our assessment, taking into consideration factors such as the condition of the products and length/frequency of use.

* Standard Faulty/Damaged Product Warranty Coverage

The warranty does not cover any defect/damaged in the product arising from:

• ordinary wear and tear or natural deterioration;
• misuse, inappropriate storage, lack of proper maintenance, wilful damage, accident, negligence by the Customer or by any third party;
• failure to install, operate or use the Products in accordance with the user instructions, specifications or conditions made available to the Customer; or
• any alteration or repair by the Customer or a third party