Delivery & returns
Every Deserve box is packed with care so it reaches your pet in the best condition. If anything is not right, we are here to help.
In short
- Free delivery nationwide on orders from ฿1,000 · Below that, the delivery fee is ฿50 per order
- Order before 2 pm: Bangkok and surrounding areas receive it in 1–2 business days, other provinces in 3–5 business days
- You can cancel before we ship: tell us before 2 pm on the day you ordered for a full refund
- If there is a problem on our side, tell us within 7 days; we reply with the result within 5 days of receiving your photos or video
- We handle everything via LINE @deserve.petcare
Delivery fee
We pack every box with care so it reaches your pet in perfect condition.
| Order total | Delivery fee |
|---|---|
| Under ฿1,000 | ฿50 per order |
| ฿1,000 and over | Free delivery nationwide |
- For large orders, we split the parcel into boxes of no more than 10 kg so every bag arrives intact, at no extra delivery fee.
- Remote areas and islands: an extra ฿50 per order
- Ice cream is shipped chilled in a separate box so it arrives in the best condition. Delivery fee ฿200 (not counted towards free delivery).
Delivery times
Order before 2 pm: Bangkok and surrounding areas receive it in 1–2 business days, other provinces in 3–5 business days
Every order is delivered by a courier chosen by Deserve
Want to know where your parcel is? Message us on LINE any time.
Cancelling an order
You can cancel before your order ships: tell us before 2 pm on the day you ordered (orders placed after 2 pm: before 2 pm the next business day). We refund the full amount, including delivery.
Once your order has shipped it can no longer be cancelled, but if there is a problem when it arrives we take care of it through the refund steps below.
Cancellations and refund requests are handled via LINE @deserve.petcare only. Please include your order number.
If something is not right, we will take care of it
Deserve refunds you in these cases:
You received the wrong item, or not what you ordered
The item is defective, broken or damaged in transit
Your order arrived incomplete
Your order has not arrived within 7 business days of shipping
You were charged twice for the same order
Just let us know within 7 days of receiving your order, with photos or a video of the item. We recommend filming every time you open a box, so we can help you faster.
Whether an item needs to be sent back depends on each case; our team will let you know on LINE. If we sent the wrong item, Deserve covers the full return delivery cost.
When we cannot give a refund
Cancelling after the order has shipped
Reporting a problem more than 7 days after delivery
Damage from use or storage after delivery, such as leaving the bag open or keeping it somewhere hot and humid
Before you order
For the safety of every pet, we cannot offer refunds for a change of mind, or for ordering the wrong recipe, size or quantity. If you are not sure which recipe suits your pet, take our short quiz or message our team to help you choose first.
How to request a refund
Message us on LINE @deserve.petcare with your order number
Send photos or a video of the item with a short description of the problem
Our team checks and lets you know whether the item needs to be sent back
We reply with the result within 5 days of receiving your photos or video, and refund you the way you paid.
Refund timing
Credit/debit card: we file the refund to the same card within 15 days of approval; when it appears on your card depends on your card's bank.
PromptPay QR or bank transfer: we transfer the refund to your account within 7–15 days of approval (send us the account name and number on LINE).
How can we help?
Message us on LINE with your order number. We are happy to help.