Frosty Pearl FlexiPass Terms and FAQ
Buy Now, Send When You Need to Scoop
Frosty Pearl FlexiPass lets you pay upfront for a fixed quantity of selected Frosty Pearl litter and request delivery in batches. These terms explain your purchase, delivery arrangements and remedies. The provider is DOMAI SDN BHD (1524328-W), trading as Pawmisedland, referred to below as "we" or "us".
| Core rule | What it means |
|---|---|
| Validity | 20 months from successful full payment |
| Delivery quantity | At least 1 full carton per address per dispatch |
| Included shipping | One West Malaysia standard delivery for each purchased carton; remote-area surcharges are additional |
| Change of mind | No cancellation, return or refund for a change of mind, including undelivered quantities |
Terms
1 What you purchase
Your FlexiPass covers the litter variant, pack size and total quantity shown in the product listing and your order confirmation. Before payment, the listing will state the packs per carton and total cartons for each product line. Your balance is recorded in product quantities. It cannot be withdrawn as cash or used as general store credit, without affecting a refund or other remedy due under these terms or applicable law.
2 Activation and order confirmation
The pass activates once payment is successfully received in full. Your order confirmation will show the purchased products, quantity, net amount paid, payment date and exact expiry date. Expiry is 11:59 pm Malaysia time on the corresponding calendar date 20 months after payment; if that month has no corresponding date, its last day applies. Each additional FlexiPass purchase has its own validity period and does not extend an earlier pass. There is no automatic renewal or recurring charge.
3 Purchased products and prices
Each product line is redeemable for the variant, scent and pack size purchased. Routine swaps between variants or other products, cash conversion and quantity reductions are unavailable. Later retail price changes do not alter the quantity you purchased or require a top-up for those products. A later discount does not create a price-difference refund. Product unavailability is handled under section 10.
4 Ownership and recipients
The pass remains under the original purchaser's verified order details. You may send your litter to yourself, family or other authorised recipients at eligible West Malaysia addresses. A different recipient does not receive ownership of the pass, access to its balance or separate promotional spend. Pass resale and unauthorised commercial use are not permitted. Contact us to authorise another person to manage requests on your behalf.
Delivery rules and requests
5 Delivery quantities and coverage
Each dispatch to each address must contain at least 1 full carton and normally be in whole-carton quantities. You may request more than 1 carton or your entire remaining balance at once. There is no minimum waiting period between requests, subject to the remaining quantity and processing time. Each address in a request must independently meet the 1-carton minimum.
Delivery is available only to West Malaysia addresses served by our standard courier network. Sabah, Sarawak, Labuan, Singapore and other destinations outside West Malaysia are excluded. Check your postcode with us before purchase if coverage is uncertain. If our later packing changes create a final balance smaller than a carton, we will deliver that remaining paid quantity with no additional standard delivery charge.
6 Included delivery and additional charges
Each purchased carton includes one standard delivery to one eligible West Malaysia address. For example, 1 carton may be delivered to Address A now and another purchased carton to Address B later, with one standard delivery included for each carton. Sending several cartons together does not create spare shipping credits, cash refunds or delivery entitlements for other products.
Remote-area or special-access surcharges are additional. Before purchase, we will disclose the applicable surcharge basis and provide a quote for your supplied postcode. For a later address change, any applicable surcharge will be quoted for your approval before dispatch. We will not add an undisclosed surcharge after dispatch. Standard shipping remains included; address-related surcharges may differ by postcode or change with courier tariffs.
Express services, timed delivery and other optional upgrades are excluded unless expressly included in the listing. Any available upgrade requires a separate quote and your approval. An unsuitable postcode may be replaced with another eligible address. Any statutory remedy for a coverage or disclosure failure remains available.
7 How to request delivery
Email support@thepawmisedland.com using your registered email, or use an official FlexiPass request channel stated in your order confirmation. Provide your FlexiPass order number, purchased variant, number of cartons for each address, recipient name and phone number, and full address including postcode. We may verify a request against the purchaser's registered details before releasing goods.
Please request delivery at least 7 business days before your litter is expected to run out, allowing extra time during peak periods. Our standard dispatch target is 3-5 business days after receiving complete details and any agreed surcharge payment. Courier transit time is additional; the dispatch target is not a guaranteed arrival date. Business days are Monday to Friday, excluding public holidays observed at our dispatch location. We will notify you of a delay and provide a revised estimate.
Delivery requests are manual unless we expressly confirm a schedule with you. Buying the pass does not by itself trigger a monthly shipment. At purchase, tell us whether you need an initial carton sent immediately. You may amend an address or quantity before packing starts if we confirm the change; changes after handover to the courier cannot be guaranteed.
Balance records and the end of validity
8 Tracking your balance and delivery problems
We record purchased, reserved, dispatched and available quantities against your order. A confirmed request reserves the relevant cartons; dispatch deducts them once from the undelivered balance and releases that reservation. Reserved quantities cannot be requested again. We will provide a written balance update and tracking details when available. You can request a statement through customer support. Tell us promptly if a record appears incorrect so we can reconcile it with your confirmations and courier records.
If an included delivery fails because of an incorrect address supplied by you, an unavailable recipient or refusal after reasonable courier attempts, the parcel remains allocated to your pass while we resolve it. For a return and second dispatch, only actual, disclosed courier charges attributable to that failure may be charged with your agreement. If the failure is our fault or the courier's fault, we will arrange a remedy without charging you another standard delivery fee. Confirmed lost goods will be replaced or their quantity restored, as appropriate.
9 Validity reminders and final delivery
You may request staged deliveries throughout the 20-month validity. A complete request received by the expiry deadline remains valid even if dispatch or delivery happens later. We will send expiry reminders about 30 days and 7 days before expiry using your registered email or phone number. Please keep those contact details current.
If a balance remains at expiry, there is a one-time 30-calendar-day period for you to request final delivery of all remaining litter. This period is for completing your purchase; it does not begin a new cycle of staged deliveries. At purchase, you must provide an eligible default West Malaysia address and authorise us to use it for final fulfilment.
If you do not give final instructions within that period, we will arrange to send the remaining balance together to your authorised default address. We will give at least 7 calendar days' notice and confirm address details and any applicable surcharge before dispatch. The normal standard delivery entitlement for each remaining carton still applies.
If we cannot verify a deliverable address or obtain agreement to an applicable surcharge, the paid quantity remains recorded pending contact and final fulfilment; it is not automatically forfeited. Staged delivery rights have ended and final delivery must be arranged with support. Any delay caused by our stock shortage or processing error extends the affected deadline by the period needed to fulfil the affected quantity.
10 Stock shortages and discontinued products
We fulfil each request from suitable stock within its stated shelf life; a specific production batch is not held for the entire validity period. If your product is temporarily unavailable, we will notify you and give an estimated restock or delivery date. You may agree to wait or accept an alternative. A replacement variant, formulation or materially changed specification requires your consent. A packaging design update may be supplied if the product and total quantity remain equivalent.
If the product is discontinued, we cannot supply the paid quantity within a reasonable period, or we end the programme before completing your purchase, we will offer an agreed equivalent or a refund for the unfulfilled portion. You do not have to accept store credit or a substitute. These remedies also apply if we cannot fulfil final delivery for reasons attributable to us.
Refunds promotions and customer rights
11 Change of mind and product faults
After payment, no change-of-mind cancellation, return or refund is available, including for undelivered quantities. This covers overbuying, moving outside coverage, changed preferences or your cat declining suitable litter. This is a FlexiPass exception to general change-of-mind or satisfaction guarantees, disclosed before payment. Please trial the litter before a large purchase. Applicable legal remedies remain protected.
Rights for faulty, damaged, missing or incorrectly supplied goods, failures of consumer guarantees and our inability to fulfil the purchase remain protected. Contact us promptly, preferably within 7 days of an affected delivery, with your order number and available evidence. Later reporting or no unboxing video does not automatically remove statutory rights. Keep affected goods available for reasonable inspection or collection.
We will arrange the appropriate replacement, resupply, refund or other required remedy. We cover reasonable remedy-related return and replacement delivery costs where the problem is attributable to us or the courier.
12 Calculating a refund when one is due
An unfulfilled-quantity refund starts with the net price paid for the affected product line divided by its purchased quantity, multiplied by its unfulfilled quantity. Order-wide discounts are allocated proportionately. Delivered litter is not repriced at regular retail prices, and no arbitrary administration penalty is deducted. Further statutory remedies remain available.
Refunds go to the original payment method where possible. We aim to initiate an approved refund within 14 calendar days after agreement and receipt of reasonably required details. Bank processing may take additional time. Any shorter period required by law applies.
13 Discounts gifts and campaign eligibility
Benefits are those expressly included in the listing when purchased. Further discounts, vouchers, loyalty redemptions, shipping vouchers or gifts apply only where the offer expressly includes FlexiPass. Promised benefits will be honoured.
FlexiPass qualifies for Golden Cat Days Top Spender when fully paid within its published qualifying period and meeting the campaign rules. Net product spend after discounts counts once to the original purchaser, excluding delivery fees, surcharges and refunded or cancelled amounts. Other recipients gain no separate spend. Later dispatches create no additional spend, entries, points or repeat gifts. Gift timing follows the offer; prizes and draw entries follow the separate campaign rules.
14 Personal information and applicable terms
Purchaser and recipient details are used for verification, balance records, service notices and delivery under our published Privacy Policy. Only necessary fulfilment details are shared with the courier. Make nominated recipients aware of this use. They are not automatically enrolled in marketing.
Malaysian law applies. Read these terms, the product listing, your confirmation and campaign terms before payment. FlexiPass terms govern staged delivery and change-of-mind requests; campaign terms govern qualifying dates, ranking and prizes. Future changes cannot reduce purchased quantities, included deliveries or agreed rights. Mandatory Malaysian consumer rights and remedies remain protected, including eligible Tribunal for Consumer Claims Malaysia claims. Contact support@thepawmisedland.com for requests or complaints.
Customer FAQ about buying and delivery
1. What is Frosty Pearl FlexiPass?
It is an upfront purchase of selected Frosty Pearl litter. You pay for the stated quantity now and request delivery in batches within 20 months, so you can plan your supply and storage space.
2. Is this a subscription?
There is no automatic renewal or recurring payment. Shipments happen when you request them, unless we have confirmed a schedule or are completing final delivery at the end of validity.
3. When does my pass start and expire?
It starts when your full payment is successfully received. Your order confirmation will show the exact expiry date 20 months later, using Malaysia time.
4. How many packs are in one carton?
Use the carton quantity printed in your chosen FlexiPass listing and order confirmation. Carton sizes can differ between products; please check before buying.
5. What is the minimum I can receive?
One full carton per delivery address per dispatch. You may request several cartons or all your remaining litter at once.
6. Can I send litter to different addresses?
Yes. You may send whole cartons to several eligible West Malaysia addresses, including family or other authorised recipients. Each address must receive at least one carton.
7. Can I send it to Sabah or Sarawak?
This pass covers West Malaysia only. Sabah, Sarawak, Labuan, Singapore and other destinations outside West Malaysia are excluded. You may nominate an eligible West Malaysia recipient instead.
8. Is shipping included every time?
Each purchased carton includes one West Malaysia standard delivery. If you request one carton now and another carton later, each has its own included standard delivery. Remote-area surcharges, approved upgrades or a customer-caused second dispatch may cost extra.
9. Do I get shipping credit if several cartons arrive together?
No. Combining cartons is allowed, but it does not create cash refunds or spare shipping credits for other orders.
10. How do I ask for my next carton?
Email support@thepawmisedland.com or use the official channel in your confirmation. Send your order number, variant, cartons per address, recipient name and phone number, full address and postcode. Use your registered contact details for verification.
Customer FAQ about changes and expiry
11. How early should I request delivery?
Please request at least 7 business days before your litter runs low, with extra time during peak periods. The standard dispatch target is 3-5 business days after complete details and any agreed surcharge payment. Courier transit is additional, so this is not a guaranteed arrival date. We will update you if delayed.
12. Can I change the address after requesting?
Contact us before packing starts. A change is effective once we confirm it. We cannot guarantee an address change after the courier receives the parcel.
13. Can I swap variants or use the balance on other products?
Routine changes are unavailable. The pass is for the variant, scent and pack size you selected. If we cannot supply it, we will discuss an agreed alternative or an appropriate refund.
14. What if the retail price changes later?
Your purchased quantity stays the same. You will not pay more for that litter if its later retail price increases. A later sale does not create a price-difference refund. Any applicable remote-area surcharge is handled separately.
15. Can I refund the unused balance if I change my mind?
No. Change-of-mind cancellations, returns and refunds are unavailable, including for undelivered quantities. This is a specific exception to a general change-of-mind or satisfaction guarantee. Rights for faulty, wrongly supplied or undelivered goods and other applicable legal remedies remain protected.
16. What happens if I still have litter left at expiry?
We send reminders about 30 days and 7 days before expiry. You then have a one-time 30-calendar-day period to arrange final delivery of all remaining litter. If you do not give instructions, we will arrange final delivery to your authorised default West Malaysia address after at least 7 calendar days of notice and confirmation of details and any surcharge. If we cannot verify the address or agree a valid surcharge, the paid balance remains recorded pending final delivery; it is not automatically forfeited.
17. What if Pawmisedland is out of stock near expiry?
We will tell you and extend the affected deadline for our delay. If we cannot supply the paid quantity within a reasonable period, we will arrange an agreed equivalent or refund the unfulfilled portion.
18. How can I check my remaining balance?
Contact support with your order number. We will share purchased, reserved, dispatched and remaining quantities. You will also receive an updated record following dispatch. Report any discrepancy so we can reconcile it.
19. Does FlexiPass count toward Top Spender or gifts?
Yes. A FlexiPass paid in full during the published Golden Cat Days Top Spender qualifying period counts once at net product spend, subject to the campaign rules. Gifts, vouchers, loyalty benefits and draw entries apply only where expressly included. Later deliveries do not increase spend or repeat benefits.
20. What should I do if my delivery is damaged, wrong or missing?
Contact support promptly, preferably within 7 days of receipt for visible damage or errors, with your order number and available evidence. We will investigate and arrange the appropriate remedy. For a lost parcel, contact us with the tracking reference. An unboxing video is helpful but is not the only acceptable evidence.
Purchase acknowledgement and delivery guide
Use the details in your selected FlexiPass product listing and purchase confirmation when planning deliveries. Your purchased quantity and included standard deliveries remain linked to the original order.
Before you pay
Check your chosen variant, pack size, packs per carton, total packs, total cartons, price and any expressly included campaign benefits. Confirm that your default address and intended postcodes are eligible for delivery. The listing must show these details before payment.
Purchase acknowledgement
I have read the Frosty Pearl FlexiPass terms. I am paying upfront for the selected litter quantity, with staged delivery available for 20 months from full payment. Each address must receive at least 1 full carton per dispatch. Each purchased carton includes one West Malaysia standard delivery; remote-area surcharges are additional and require my agreement before dispatch. Change-of-mind refunds are unavailable, including for undelivered litter, without affecting applicable legal remedies. I authorise final delivery of any remaining litter under the stated expiry arrangement to the eligible default address I provide.
Your delivery request
Email support@thepawmisedland.com from your registered email, or use the official request channel in your order confirmation. For each address, include the details below. Wait for our written confirmation before treating a request or amendment as accepted.
- FlexiPass order number and registered purchaser details
- Purchased variant and number of cartons for each address
- Recipient name and contact number
- Full delivery address and postcode
FlexiPass refund policy exception
Frosty Pearl FlexiPass is excluded from our general change-of-mind and satisfaction-based return or refund offers. No change-of-mind cancellation, return or refund is available after payment, including for undelivered quantities. This does not affect remedies for faulty, damaged, missing or incorrectly supplied goods, inability to fulfil the purchase, or other applicable consumer rights. Please read the full FlexiPass terms before purchase.
