FAQ
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Q.What are your delivery options?
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A. We deliver throughout Peninsular Malaysia and East Malaysia. You can view the shipping charges by selecting your delivery state after putting the items in your shopping cart. Delivery is RM10 per trip for Peninsula destinations (except Langkawi) for parcel below 10kg. For self collect at our store, ZERO shipping fee will be imposed.
How to select self-collect option?
1. During Check out when filling in billing details, under STATE drop down list, select the Self Collect option. The shipping charges for this option should be FREE.
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Q. What are your payment options?
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| A. We take payment using the following options:
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- Ipay88
- Credit/debit card including Mastercard, Visa and American Express
- Cheque (cleared funds before dispatch of order)
- Cash (Self collect)
- Fund Transfer (local bank)
Bank:
Bank Account:
Account Name: Homeless & Orphan Pets Exist - H.O.P.E.
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After you made the payment, please send us the receipt & payment details of:
Bank Name:
Banking Date:
Banking Time:
Banking Reference No:
Total amount you have paid:
Your Order No:
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You may scan and email us the above info at hopejbdonation@gmail.com or Call us at +6012-716 7123
*Note: Your purchased products will not be delivered until we have this confirmation.
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Q. Are your card processing methods secure?
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| A. Card transactions are processed by Ipay88 secure servers. We do not capture card details on our own site. We do not retain your card details in any format.
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Q. How do I know if my order has been received?
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| A. You should receive an automatic email confirmation from us once your payment has been processed and a confirmation from either Ipay88 to confirm a successful transaction. If you do not receive any type of confirmation via email and are concerned if we have received your order please call us at +6012-716 7123 or email us at hopejbdonation@gmail.com and we will confirm if we have received your order.
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Q. What if my delivery doesn't arrive when expected?
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A. The cut off time for orders to be processed for next day delivery is 2pm Monday to Friday.
Delivery usually takes about 3days to 7days.
Orders received by us after 2pm will be processed on the next working day. Where orders are received at a weekend, they will be processed on the next working day ie. Monday with the exception of Johor Bahru’s public holiday.
Your goods are shipped with a third-party courier usually Skynet. In the unlikely event that a problem occurs with your delivery, or you do not receive your goods when expected, please contact us between 9am and 6pm Monday to Friday at +6012-716 7123 or hopejbdonation@gmail.com and we will track your order immediately.
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Q. How do I receive a tax invoice?
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| A. Your tax invoice is normally dispatched with your goods. In the unlikely event that you do not receive a tax invoice with your goods, please contact us and we will immediately provide a replacement.
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Q. Can I collect my order?
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A. You are welcome to collect your order from us; however, you must contact us for arrangement/appointment prior to pick up.
Our shop address is:
Pekan Nenas, Johor, Malaysia
Phone: +6012-716 7123
Business Hour:
Weekdays: 9.30AM - 8:00PM
Saturday : 9:30AM - 8:00PM
Sunday : Closed
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Q. Can I cancel an existing order that have been made?
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A. Yes, only if the order is still on pending status.
- Please send an email at hopejbdonation@gmail.com with the message title “Request to cancel order” in order to inform us about the cancellation order.
- Orders that are in shipping or shipped will not be cancel.
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