Shipping
We ship across Thailand from our Bangkok facility.
Processing time
Orders placed before 2pm on a business day are usually picked and packed the same day. Orders after 2pm or on weekends and public holidays go out the next business day.
Delivery times
- Bangkok & Metropolitan — 1 to 2 business days
- Central, Eastern & Western Thailand — 2 to 3 business days
- Northern, Northeastern, Southern Thailand — 3 to 5 business days
- Remote islands and rural districts — up to 7 business days
Shipping rates
- Flat rate: ฿70 per order, nationwide
- Free shipping on orders over ฿2,500
We'll update these rates if our carriers' pricing changes — current rates always show at checkout.
Carriers
We work with Kerry Express, Flash Express, and Thailand Post depending on destination. Tracking numbers go out by email and (if you opt in) LINE notification.
International shipping
We don't ship internationally at the moment. If you're outside Thailand and interested in PetScent, email us at admin@thepetscent.com — we may be able to arrange something for retailers or bulk buyers.
Replacements for damaged or wrong items
Because grooming products are personal-care items, we don't offer change-of-mind returns. We do, however, replace any item that arrives damaged or that we shipped incorrectly.
You qualify for a free replacement if:
- The product was damaged in transit (leaked, broken cap, crushed carton)
- You received the wrong item or wrong variant due to our packing error
How we handle it
- Email admin@thepetscent.com or message @thepetscent on LINE with your order number and clear photos of the issue.
- We reply within 1 business day. No paperwork, no waiting period.
- We ship a replacement and arrange a courier pickup of the damaged or wrong item — at no cost to you.
If the replacement isn't practical (stock issue, you'd prefer your money back) we'll refund instead. Stripe processes the refund the same day; funds reach your bank or PromptPay account within 5 to 10 business days depending on your bank.
Refund timing
Stripe processes the refund the same day we approve it. The money typically reaches your card or PromptPay account within 5 to 10 business days, depending on your bank.
Damaged in transit
Open your parcel within 24 hours of delivery if possible. If a bottle has leaked or the carton is crushed, photograph everything before discarding and message us right away. We'll either send a replacement or refund.
Order changes and cancellations
We start picking orders quickly. If you need to change or cancel, contact us as soon as possible. Once the order has shipped, we can't intercept it — but you can still use the return process once it arrives.
Lost parcels
If tracking shows your parcel has been moving slowly or stopped, contact us. We'll open an investigation with the carrier. If it's declared lost, we send a replacement at no charge.
Questions?
Email: admin@thepetscent.com
LINE: @thepetscent
Open hours: daily 9am — 9pm