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Frequently Asked Questions

1. MY ACCOUNT
1.1 Cannot log in to my account?
Click FORGET PASSWORD. We will send new password to your email link.

1.2 How to change information of my account?
Log in to your account. Click on your name. Go to account panel.

1.3 My account credentials?
ORANGE SHOP SDN. BHD never request any TAC number or Account password from our customer.
-Please DO NOT give TAC number or Account password to anyone.
-Please feel free to contact us in case you need any further information concerning this matter.

2. PRODUCTS
2.1 What if the Product is different from the description?
Buyer can check their items when company delivery runner/rider arrived.
-If you received the wrong product, please return the product immediately.
-We’ll help you with the return and refund process or change to correct product. Admin fees apply for refund.

2.2 What do I do if the product is damaged?
-If you have received something that is damaged or believe it may have been incorrectly listed, do return the product back to our delivery rider/runner. Our delivery rider/runner will return the damaged or incorrect item to merchant and get change if merchant still have stock. CUSTOMER MUST AWARE THERE IS NO GUARANTEED OF CHANGE ITEM, we reserve the right to do refund with admin fees involve..
-Don't worry, our admin will try to help you by liaise with the merchant that customer brought the item from.
-Simply reach our customer service for more information.

2.3 What to do during if your order missing?
Please provide us your order information such as tracking order number, mobile phone number and etc.
-If we found error in our online order system, we will process your item immediately.
-If your order item not found, please reach our customer service for assistant, we will liaise with merchant and delivery rider/runner to see what happen.


3. PAYMENTS
3.1 What types of payment methods available?
The following payment options:
1. Cash or Credit card
-Customer can pay by cash or credit card to the cashier that in charge when self collect item.

2. Bank Transfer
-Customer can pay by ATM transfer and make sure to keep the bank invoice receipt.

3. Online Banking
-Customer can pay by online banking and make sure to save or screenshot the bank invoice receipt on your phone.

3.2 Credit cards that are accepted for payment?
The following credit card accepted for payment:
1. Visa and MasterCard.
2. Credit & Debit Card.

3.3 What to do If Customer is charged the wrong amount?
If your order was charged with wrong amount, you can contact us and we will check to figure out whether you were indeed charged the wrong amount.

3.4 Does ORANGE SHOP SDN. BHD save my credit card info?
-We are very concerned about your credit card info and we will never expose your credit card details.
-We will make sure that any credit card transaction is safe for your usage.
-We will always guarantee the security of your information in our system.

4. DELIVERY
4.1 Currently our delivery will be by motor runner/car runner. Normal delivery time will be around 1 hour. However extra time needed during peak traffic jam period and bad weather condition, in this cause , we unable to deliver with in 1 hour time , need at least extra 30 minutes. For delivery distance 10KM and above, our runner will need extra time to reach customer address. Orange Shop will not responsible for any quick perishable food such as Ice Kacang if the distance is more than 5KM. Any change of delivery address during delivery , our Orange Shop runner have right to manual charge customer the delivery fee accordingly to the KM, for example delivery fee within 5km is RM3 after submitted order, if customer change delivery address which is extra around 10KM by inform our contact of admin or runner, our runner will manually collect extra RM4 from customer to top up the delivery fee.

4.2 In the event, if the purchaser would like to authorize another person to collect on behalf, the following criteria must be met. ORANGE SHOP SDN. BHD reserves the rights to reject collection by the unauthorized person and/or if the following criteria is not fulfilled -:
-Purchaser need to provide the authorized person full name (as per MYKAD) and contact number at the “your order” column.
-During collection, the authorized person needs to remember the TRACKING NUMBER of the order and present MYKAD for verification to collect the product(s).

4.3 Self-collection if customer preferred
-We will e-mail/call you to inform you the date and time of collection.
-Your order will ONLY be available for pickup @ ORANGE SHOP SDN. BHD outlet within the period stated in your Invoice E-Mail Notification.
-When picking up your order, please present your TRACKING NUMBER at the Cashier Counter.
-We are unable to support a change of pickup location.
-Should you have any questions about your order, feel free to call us.


5. RETURNS
5.1 What should I do if I received the wrong product?
-You have 1 DAYS to return an item from the date you received it.
-To be eligible for a return, your item must be unused and in the same condition that you received it.
-Your item must be in the original packaging. Your item needs to have the receipt or proof of purchase.

If you have any questions on how to return your item to us, contact us.

6. REFUNDS
6.1 How to claim refund?
-Once we receive your item, we will inspect it and notify you that we have received your returned item.
-We will immediately notify you on the status of your refund after inspecting the item.
-If your return is approved, we will initiate a refund to your credit card (or original method of payment).
-You will receive the credit within a certain amount of days, depending on your card issuer's policies.
-ORANGE SHOP SDN. BHD. reserved the right not to refund if there is fraud, or any unauthorized activity detected.
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