Frequently Asked Questions
Last updated: 9 October 2026
How long does delivery take?
Orders are dispatched within 2 business days of payment being confirmed. After dispatch, West Malaysia takes approximately 5 business days, and East Malaysia (Sabah, Sarawak, and Labuan) approximately 14 business days. These are estimates, not guarantees — see our Shipping Policy for details.
How much does shipping cost?
Shipping to West Malaysia is RM8.00 and to East Malaysia (Sabah, Sarawak, and Labuan) is RM15.00. Orders over RM80.00 ship free to both West and East Malaysia.
How do I track my order?
We'll email you a tracking number once your order is dispatched. You can track your parcel directly on the J&T Express website or app using that number.
What payment methods do you accept?
We accept payment through our secure online payment gateway. Accepted methods are shown at checkout.
Are your toys safe for young children?
Recommended age ranges are shown on product pages where available, and where applicable a product page also shows a Safety information block next to the Add to cart button — covering things like small parts, button or rechargeable batteries, magnets, and flashing lights. A product with no such block simply has no warnings recorded for it, so please still check the packaging. Always supervise play with small parts, batteries, or electronic components, and if you're unsure whether a toy suits your child's age, message us before ordering and we'll help.
What should I do if my item arrives faulty, damaged or wrong?
If an item arrives faulty, damaged or wrong, we cover the return shipping and send you a replacement or a refund. Contact us within 5 days of delivery with your order number and photos of the problem and the parcel, and we will confirm the next steps. Refunds reach your original payment method within 5 business days of us receiving and inspecting the item. Items damaged through misuse, accident, or normal wear are not covered — see our Returns & Refunds policy for the full details.
Can I return something I have simply changed my mind about?
Any other return is at our discretion — where we agree to accept one, you pay the return shipping fee. We are a small retailer, so we cannot promise to accept a change-of-mind return — please choose carefully before ordering, and message us before sending anything back.
Can I change or cancel my order after placing it?
Orders can be cancelled for a full refund any time before they are shipped. Once an order has shipped it can no longer be cancelled, and our returns policy applies instead. Contact us with your order number as soon as you can — the sooner the better, as we usually dispatch quickly. The same applies to changing an order: tell us before it ships and we will do what we can.
Do you offer bulk or party orders?
Yes — for birthday door gifts, kindergartens, corporate events and resellers, see our Bulk & Door Gift Orders page (catsplaytoy.com/bulk-orders) for bulk prices and a quick quote form, or message us on WhatsApp with the items and quantities you're after.
Do you ship internationally?
Not yet — we currently ship to addresses within Malaysia only, but we hope to offer international shipping in future.
Do you have a physical store I can visit?
We're an online-only store and don't currently have a retail location open to the public. All orders are placed and paid for online.
How can I contact you?
Email us at playera9600@gmail.com or message us on WhatsApp at 011-5320 9600. We're open Monday–Friday 10:00–18:00 and Saturday 10:00–14:00, Malaysia Time (MYT, GMT+8), and closed Sundays and Malaysian public holidays. We usually reply within 1 business day.