FAQ

What is the packaging of RetroMAD1TM?

RetroMAD1TM comes in a sterile clear aqueous solution containing 4 milligram (mg) per millilitre (mL) of the active principal ingredient. RetroMAD1TM comes in 2 bottle sizes: 15mL and 50mL.

The packaging is one box contains either 6 bottles of 15mL each or 2 bottles of 50mL each.

Where can I buy RetroMAD1TM?

If today there is no distributor in your country, you can go to the Order page and fill in a simple form that will take you less than 5 minutes. Our customer service will respond to you within 2 working days.

How do I pay for RetroMAD1TM?

Payment for our invoice can be made via credit card or bank transfer.

International buyers are to note that import duties, taxes, and custom clearance fees are not included in our invoice. Buyers shall be responsible for these charges and will have to pay the Customs office or the freight service provider for these charges directly. Please check with your Customs office to determine what these charges will be.

Where is RetroMAD1TM manufactured?

RetroMAD1® is manufactured under Good Manufacturing Practices (GMP Codex Alimentarius) by SGS, the world's leading testing, inspection and certification company (https://www.sgs.com/en/our-company/about-sgs), and approved for sale by the relevant Malaysian regulatory authority.

SGS Certificate No. MY21/1811030726.

If I am a pet owner, how will RetroMAD1TM be delivered to me?

Once payment is made by PayPal, we use international courier services like FedEx, TNT or DHL to deliver RetroMAD1TM to the address you indicate in your email to us. For ease of going through Customs in your country, we prefer to deliver RetroMAD1TM to the clinic of your attending veterinarian. Please note that courier services do not deliver to a post box address.

At all times, there will be customer service at hand to answer your consignment in transit via email.

Why is RetroMAD1TM not available in my country?

RetroMAD1TM is a medical product. It will take time to get regulatory approval for RetroMAD1TM to be commercially available in your country.

Meanwhile, we are looking at the possibility of registering it simply as an oral health supplement for pets to bring RetroMAD1TM to pet owners as quickly as possible. We are mindful of the wellbeing of your pet.

Fortunately, in most countries, Customs allow the import of small amounts of RetroMAD1TM for personal use and not for resale. We have the pre-requisite export documentation that will allow RetroMAD1TM to be imported in most countries.

How long will it take for me to receive my order of RetroMAD1TM?

Once payment is received, we will contact you to inform you of an estimated date of departure (ETD) from our manufacturing site. Under normal circumstances, e.g. outside of the current COVID-19 pandemic, you should receive your order within 5 working days from the time we inform you of the ETD.

We will forward you all pertinent information regarding your order, e.g. name of courier service, consignment note/tracking number and commercial invoice.

Again, our customer service will be with you all the way.

If I have any further enquiries or in need of assistance, who do I contact?

As we are a small company, we are currently accessible via email at pets@RetroMAD1.com. We are located in Kuala Lumpur, Malaysia. As the time zone is GMT+8, we apologize in advance if we cannot reply to you immediately.

If you still cannot find the answers you are looking for, please email your questions to us at pets@retromad1.com. We endeavour to answer you within 2 working days. Alternatively, be part of our community where other pet owners who have experience in using RetroMAD1TM could provide you the answers you are looking for. Thank you and keep safe!