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FREQUENTLY ASKED QUESTIONS

ORDERS

How do I make a purchase?

Once you have found the item you wish to purchase, click on “Add to Cart” to add items to your shopping cart. To review the items in your cart, click on the “Cart” link, located at the top right of the page. When you are ready to make the purchase, click “Checkout”. At the Checkout section, follow the step-by-step guide to fill in the billing, delivery and payment details. Continue your purchase by clicking “Confirm Order” at the bottom of the page. Once transaction is successful, you will receive a confirmation email.

The item that I want is out of stock.

Our stock availability is regularly refreshed to show the most up-to-date information. If the item is currently out of stock, you may wish to come back to our site at a later date. As soon as the item is available again, the site will be updated accordingly.

Do you place items on back order?

No, your item will not be placed on backorder. While we make every effort to fulfil your order, occasionally certain items may be unavailable. If you’ve already placed an order for an item that is unavailable, we will provide you with a refund of the item purchased price.

Where can I check my order status?

Go to “My Account” and click “View Your Order History” to check on your order status.

How do I track my order?

Once your order has been shipped, you will receive a Shipment Notification email with carrier and tracking information for you to track the status of your order.

PAYMENT OPTIONS

What types of payment do you accept?

We accept all types of credit cards, including MasterCard and Visa, debit cards, and online bank transfer (Malaysia only).

What is PayPal?

PayPal is a payment method for online purchases that allows users to send and receive money online. PayPal offers a fast, safe and easy method of payment without disclosing your credit card or other financial information to the merchant. For more information visit PayPal.

How do I sign up for PayPal?

You can sign up for a PayPal account at PayPal website.

Who do I contact if I have a problem with my PayPal account?

Unfortunately, we are not in the position to assist you with your PayPal account problems. Please contact PayPal customer service.

When will my payment be deducted from my PayPal account?

Payment will be deducted from your PayPal account immediately.

Is it safe to use my credit card on your site?

Yes. We do not store any credit card information on our website as we take security and the safety of your personal information seriously.

Why was my credit card declined?

Your credit card can be declined for many reasons. The most common is due to credit card number and billing information being typed in incorrectly. Unfortunately, we have no control over the authorisation process. If the card continues to be declined, please contact your bank or financial institution.

How do I know if my payment has gone through?

All successful transactions will receive a confirmation email.

What is iPay88?

iPay88 is an Internet Payment Switching Gateway through credit card, Internet Banking (or E-Debit) & Electronic Wallet (E-Wallet), developed by Mobile88.Com Sdn. Bhd. It is the same Online Payment Gateway System currently provided by many licensed Financial Institutions. For that reason, customers can be certain of iPay88’s security. iPay88 also complies with PCI Data Security Standard and Malaysia Payment System Act. Find out more about iPay88.

iPay88 affiliated banks include:
• Maybank2u
• CIMB Clicks
• Alliance Bank
• Ambank
• Hong Leong Bank
• RHB
• MEPS Affiliate Banks
• Web Cash

SHIPPING & DELIVERY

Where do you deliver to and how long will my orders take to arrive?

We deliver to everywhere in the world except Brunei, China, Indonesia and Singapore.

Country Delivery Time Frame
Malaysia 2-5 business days
The rest of the world
(except Brunei, China, Indonesia and Singapore.)
18-30 business days

I am living in Brunei / China / Indonesia / Singapore. How do I make a purchase?

If you are residing in one of these countries and would like to purchase our products, please contact your local distributor.

What are the shipping fees?

Shipping fees are based on the destination, size and weight of your item(s). You will be notified of the shipping costs before you complete your purchase.

Why hasn’t my order arrived yet?

Local delivery (within Malaysia) will take approximately 2-5 business days. International delivery, will take approximately 18-30 business days. Once your order has been shipped, you will receive a Shipment Notification email with carrier and tracking information for you to track the status of your order. If your order has not arrived at the estimated delivery date, please drop us an enquiry here.

Can my order be delivered to an office address?

Yes. Your order can be delivered to an office address. Please ensure the office address is correct at the time of placing your order.

What if I am not at home at the time of delivery?

If you are not at home on the scheduled delivery date, our appointed courier service will contact you to arrange for an alternate delivery date and time.

Can I change my delivery address after my order has been shipped?

We start working on processing your order once it is placed. Therefore we are unable to make any changes to an order after it has been confirmed. Please ensure the delivery address is correct at the time of placing your order.

Can I cancel my order if it hasn’t been shipped yet?

No, we cannot cancel your order. We start working on processing your order once it is placed.

What does Pending, Processing and Shipped mean?

We will start working on processing your order once it is placed. You can log in to your account to track the status of your order.

Status Meaning
Pending The order has been processed; however the payment has yet to be confirmed.
Processing The payment has been received and we are processing the order.
Shipped The item has been shipped.

Do the prices include GST, custom clearance or duty fee?

Our prices include GST. Our prices do not include local custom clearance and duty fee for countries outside Malaysia.

What do I do when the item received is not the item purchased or has missing parts?

If you receive an item that is not what you have ordered, or missing something from your order, please drop your enquiry here within 3 business days from the day you received the product for further assistance.

RETURN & EXCHANGE

How can I return my purchase?

We accept returns due to any of the following reasons:

Manufacturing defect
We do not cover damage caused by normal wear and tear, accident, improper care or cleaning, non-standard usage or negligence. If you receive a defective product due to workmanship or material, please drop us an email here within 3 business days from the day you received the product for further assistance.

Wrong item shipped/missing item
If you receive a product that is not what you have ordered, or missing something from your order, please drop us an email here within 3 business days from the day you received the product for further assistance.

ACCOUNT

I have forgotten my password. How do I reset it?

Simply click on ‘Forgotten password’ at the login page and enter your email address. A new password will be emailed to you. You may now log in with the new password. For security purposes, we strongly advise you to proceed to change to a new password in your account settings.

How do I update my details on my account?

Log in to your account. Click ‘My Account’ at the top of the page and then click ‘Edit your account information’. You can now change your details. Once completed, click ‘Continue’ to ensure your updated details are saved.

HAVE OTHER QUESTIONS? ASK US.
If you have questions that are not listed in the FAQ,
please drop your questions here or speak to us at 1700815568.
We will be more than happy to answer any question you may have.

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