[{"title":"Payment related","DOMid":"faq-my-faq-payment_related","tag":1,"titleId":"my-faq-payment_related","faqs":[{"question":"What is My Available Amount?","answer":"

All your successful payments, and refund from cancelled orders will be reflected in "My Available Amount". On our website, it is under "My Account"> "My Available Amount". On our APP, it is under "Mine"> "Available Amount".

","hash":"#my-faq-payment_related#my-faq-payment_related-3","id":"my-faq-payment_related-3","titleHash":"#my-faq-payment_related#my-faq-payment_related-3","tag":"1.3","isFrequent":false,"uv":1},{"question":"How do I make a credit/debit card transfer?","answer":"

1. Topping up with your credit/debit card will credit the amount into your ezbuy Available Amount immediately.

2. Input the amount/select the bill to top-up your Available Amount.

3. You will be redirected to the payment portal (Please ensure that the pop-up blocker is not activated).

4. Key in the one-time password sent to your phone, and follow the steps to complete the payment.

","hash":"#my-faq-payment_related#my-faq-payment_related-6","id":"my-faq-payment_related-6","titleHash":"#my-faq-payment_related#my-faq-payment_related-6","tag":"1.6","isFrequent":false,"uv":0},{"question":"Why is my payment verification rejected?","answer":"

The payment verification may be rejected if the information submitted does not match with the bank transaction record. Hence, please kindly ensure that the transaction details are correct and submit the payment details form again. The transferred bank, time, date and transaction amount must be accurately entered. To re-submit the payment details form, log in to your account, go to "My Account"> "My Available Amount"> "Pay" on our website, or "Mine"> "Available Amount"> "Pay" on our APP to submit the form (You do not need to transfer money again, just complete the form with the necessary details).

","hash":"my-faq-payment_related-3fd6dd6c-a3b5-4629-b576-7ad15227d934","id":"my-faq-payment_related-3fd6dd6c-a3b5-4629-b576-7ad15227d934","titleHash":"","tag":"","isFrequent":false,"uv":0},{"question":"How to check whether my payment is successful?","answer":"

Under "My Available Amount" on our website or "Available Amount" on our APP, you can see all the recent payment history. You can check if a payment is successful, rejected or still pending verification. Our Finance team will take up to 1-3 hours (during working hours) to verify your payment, afterwards you will receive a SMS or an app push message notification on the status.

","hash":"my-faq-payment_related-bd855743-1c79-4b16-b130-b492030d4609","id":"my-faq-payment_related-bd855743-1c79-4b16-b130-b492030d4609","titleHash":"","tag":"","isFrequent":false,"uv":0},{"question":"Do you provide invoices for our payments?","answer":"

Yes, we provide invoices for every payment. To get your payment invoices, you may go to "My Account" > "My Payment"> click on the "Download" button in the Bill column of the corresponding Payment No, to get a PDF file of your payment invoice. Please note that this function is only available on the website version at the moment.

","hash":"my-faq-payment_related-402743eb-edf9-4400-9488-4169a9fd9e83","id":"my-faq-payment_related-402743eb-edf9-4400-9488-4169a9fd9e83","titleHash":"","tag":"","isFrequent":false,"uv":0},{"question":"How do I withdraw My Available Amount?","answer":"

How do I withdraw My Available Amount?

If you have no outstanding payment with us, you can withdraw the remaining amount any time. You can only transfer out of your Available Amount back to the original payment source.

After logging into your account, select My Available Amount > Withdraw on our website or MINE tab > Available Amount > Withdraw and enter the bank account information to submit a withdrawal request.

Once the withdrawal request is submitted, normally it will take 7 working days to be processed.

However, processing time may take longer for certain withdrawal requests.

For example large withdrawal amount etc. Supporting documents may be required for security reasons.

","hash":"my-faq-payment_related-3b6d8247-12d2-4099-abfa-2d1bfa00925e","id":"my-faq-payment_related-3b6d8247-12d2-4099-abfa-2d1bfa00925e","titleHash":"","tag":"","isFrequent":false,"uv":0},{"question":"Why is my bill is more than My Payment?","answer":"

There is a 3% transaction fee for credit/debit card. This fee is imposed by 3rd party financial providers processing the payment. (The fee is not charged and collected by ezbuy.)

","hash":"my-faq-payment_related-cc74d38f-fee3-4f51-8021-9f76e04936ee","id":"my-faq-payment_related-cc74d38f-fee3-4f51-8021-9f76e04936ee","titleHash":"","tag":"","isFrequent":false,"uv":0}],"icon":"https://i.ezbuy.sg/FkPdUJW6y6b8TXX4fvzMJ5jEXoJE"},{"title":"Order related","DOMid":"faq-my-faq-order_related","tag":2,"titleId":"my-faq-order_related","faqs":[{"question":"Managing Orders (Add/Change/Cancel order)","answer":"

Can I add on to my order(s)?

Ezbuy/Prime: As the parcel has already been generated upon checkout, new orders may not be added to your parcel after it has been processed.

ezShop: You may add in new orders anytime. By default, once your orders reach our overseas warehouse, they will require your action to Submit To Ship. Thereafter, your items will be shipped from the warehouse to Malaysia. Please take note of the storage days for ezShop orders.

ezShip: We do not ship out your parcels until you have taken action to Submit to Ship and paid for to be submitted to ship as one parcel. If you would like to add in orders, you may continue to purchase and send it to our warehouse. Please take note of the storage days for ezShip orders.

Can I change or cancel my order(s)?

Once your order status has changed to "Processing”, you would not be able to change/cancel orders. Please note that cancellation of unpaid payments would not revert the items back to your shopping cart as well.

Should there be a modification/cancellation required after the item has been dispatched, you would have to bear the 2-way domestic shipping fees for return and an admin charge per order.

Ezbuy/Prime: Orders may not be modified/cancelled once the parcel has been processed, unless the order is out of stock.

ezShop: Orders may not be modified/cancelled once the payment has been done, unless the order is out of stock. You may contact our LiveChat or email for further assistance.

ezShip: You would need to contact the seller directly as purchasing is not done by us.

Out of Stock Items

As items on our website are listed by sellers, there may be a buffer time between order processing and stock availability. While we do our best to process orders in around 0.5 to 1 working day, in time where the product is unfortunately out of stock at the point of purchase or upon tracking, your payment will be refunded back to your My Available Amount.

Will I be charged for the free gifts that the seller gives for my Prime/Ezbuy orders?

We will ship the gifts to you without extra international shipping fee if it's shown on our website.

For gifts that are not shown on our website, international shipping fee will only be borne if the chargeable weight of the gifts is under 500g. If the chargeable weight of the gifts is more than 500g, international shipping fee will be borne by the customer based on the shipping rates.

For more information, please refer to [Shipping Rates & Durations] in the Shipping section. If you would like to select for home delivery, charges will be based on our delivery rates. You may refer to our [Home Delivery fees] for more details.

","hash":"#my-faq-order_related#my-faq-order_related-1","id":"my-faq-order_related-1","titleHash":"#my-faq-order_related#my-faq-order_related-1","tag":"2.1","isFrequent":false,"uv":1},{"question":"Can I get seller's promotion or discount price?","answer":"

Can I get seller's promotion voucher, coupon code or discount price?

Ezbuy/Prime: Discount and promotion will be stated on our website, please refer to the listing price as the current price.We will try our best to get the promotion, voucher, coupon code or discount price from the seller, subject to availability during order process by our purchasing team.

ezShop: You can enjoy most promotion prices or conditional offers (e.g. free local courier with a minimum spending amount) offered on the seller’s website. However, our "ezShop" search function is not able to capture the special price as sellers may run promotions at their discretion. As such, you can manually edit the price by clicking on the pencil icon next to the price reflected and enter the offered price after you have selected the size, colour, design and quantity. You are advised to put a special remark about your entitled promotion, voucher, coupon code or discount price in order for us to help you negotiate with the seller. We will try our best to get the promotion, voucher, coupon code or discount price from the seller, subject to availability during order process by our purchasing team. Please note that we would not be able to purchase seller mobile promotion/discount as we do not place orders using mobile.

ezShip: You would have to liaise with and make the purchases from the seller on your own, as we are only helping you to receive and forward the parcel to you.

Will I be able to get limited offer/time-sale promotions?

We may not be able to purchase the items in time before the promotion period ends. Please submit such orders to us only if you are comfortable with the risk of your orders not being placed in time. If not, you may use ezShip and purchase the item on your own.

","hash":"#my-faq-order_related#my-faq-order_related-3","id":"my-faq-order_related-3","titleHash":"#my-faq-order_related#my-faq-order_related-3","tag":"2.3","isFrequent":false,"uv":0},{"question":"Can I bargain with the seller if I purchase in bulk?","answer":"

Ezbuy/Prime: We will place orders based on our website's listed price; no bargaining is allowed. However, there may be certain top-ups required due to the supplier's price changes, domestic shipping fees, etc. Please note that we would not be able to purchase supplier mobile promotion/discount as we do not place orders using mobile.

ezShop: Other than the limited shop-vouchers which we may not be able to redeem, you can enjoy all promotion prices or conditional offers (e.g. free local courier with a minimum spending amount) offered on the seller's website. However, our ezShop search function is not able to capture the special price as sellers may run promotions at their discretion. As such, you can manually edit the price by clicking on the pencil icon next to the price reflected and enter the offered price after you have selected the size, colour, design and quantity. Please note that we would not be able to purchase seller's mobile promotion/discount as we do not place orders using mobile.

ezShip: You would have to liaise with and make the purchases from the seller on your own, as we are only helping you to receive and forward the parcel to you.

","hash":"#my-faq-order_related#my-faq-order_related-4","id":"my-faq-order_related-4","titleHash":"#my-faq-order_related#my-faq-order_related-4","tag":"2.4","isFrequent":false,"uv":1},{"question":"May I know the total cost before placing orders?","answer":"

This depends on the service type you are using.

>Ezbuy/Prime: One-time payment is paid upon checkout. Unless there are additional costs incurred due to domestic shipping for bulky parcels etc., the bill reflected should be the total cost already.

>ezShop/ezShip: The international shipping fee depends on the actual weight/volumetric weight/chargeable weight of your items, which we don't know until the orders are received. However, if you can estimate the actual weight/volumetric weight, you can use our Cost Calculator to check for an estimated cost.

You may also refer to [ Shipping Weights (Actual, Volumetric, Chargeable Weight) ] section in our FAQ.

","hash":"#my-faq-order_related#my-faq-order_related-5","id":"my-faq-order_related-5","titleHash":"#my-faq-order_related#my-faq-order_related-5","tag":"2.5","isFrequent":false,"uv":0},{"question":"Is there any minimum purchase required?","answer":"

Ezbuy/ezShop/ezShip: No minimum purchase is required; you can order any amount of items or price. However, ordering a few items to ship together is more economical as the shipping fee is calculated based on every 500g. E.g.: 200g is charged as 500g, 700g is charged as 1kg.

Prime: As international shipping fees of RM 8.80 are charged based on per checkout, there is no minimum purchase required.

","hash":"#my-faq-order_related#my-faq-order_related-6","id":"my-faq-order_related-6","titleHash":"#my-faq-order_related#my-faq-order_related-6","tag":"2.6","isFrequent":false,"uv":0},{"question":"May I select specific orders out to be shipped?","answer":"

All ezShop items that are “Ready for Shipment” has to be shipped together as a parcel, and you would not able to ship selective orders back to Malaysia first.

For EZbuy/Prime parcels, we will wait for all items in the same parcel to arrive before shipping out the parcels accordingly.

For ezShip, you can choose the orders that you wish to ship out and submit them.

","hash":"my-faq-order_related-181faabc-a96d-4df5-ae78-7713f397b406","id":"my-faq-order_related-181faabc-a96d-4df5-ae78-7713f397b406","titleHash":"","tag":"","isFrequent":false,"uv":0},{"question":"Other Admin Charges","answer":"

Returning items to seller

Shipping method change

Storage fees

Value added services for ezShip orders

You may refer to [Value Added Services (ezShip)] section.

","hash":"my-faq-order_related-ac8e3f90-7b84-4336-999f-1f9f35a34a0b","id":"my-faq-order_related-ac8e3f90-7b84-4336-999f-1f9f35a34a0b","titleHash":"","tag":"","isFrequent":false,"uv":0}],"icon":"https://i.ezbuy.sg/FtzTo_E7qdtb3K5s4pPGxpnS99Uf"},{"title":"Shipping related","DOMid":"faq-my-faq-shipping_related","tag":3,"titleId":"my-faq-shipping_related","faqs":[{"question":"Shipping rate & Duration","answer":"

* Detail information regards shipping & durations, please kindly click here for view more.

Important Note:

~International shipping is charged on every 500g basis. eg. 700g will be charged as 1kg.

~All weights stated above refer to Chargeable Weight, which is 1.1 times the sum of the heavier of each order's actual weight or volumetric weight.

~Working days do not include Saturday, Sunday, Malaysia or product source country’s (China) public holidays.

~Item longer than 3meter will be an over-length fees of RMB200 charge by courier agents when item arrive Malaysia before delivery.

~ All durations specified do not include the time taken to purchase and receive the items at respective country’s warehouse. It typically takes 2-5 days for items with ready stock to reach our China warehouses.

~Special Air and Sea shipping methods are specially for customs sensitive items or items restricted by normal transportation. Such items include, but not limited to, small amount of air-tight food, battery, liquid, cream, gel products, cosmetics. We also have the right to reject such sensitive items if we think they are not appropriate.

~The shipping duration quoted above are norms. Above 95% of our shipments meet these duration. Delays caused by unforeseeable factors such as bad weather, customs clearance are beyond the control of ezbuy and its shipping partners. parcels. Please also take note that we don't guarantee the delivery date for Special Air shipping methods. The ETA stated above is a guideline for these shipping methods under smooth customs clearance. There will be no compensation for delivery later than ETA. Customers will be fully responsible if such sensitive items are confiscated or retained by importing or exporting country customs.

~Updated 9 March 2018: Due to recent several incidents of power banks exploding onboard, for safety reasons, our logistics partners have limited the shipping of power banks/batteries to sea shipment only.

","hash":"#my-faq-shipping_related#my-faq-shipping_related-1","id":"my-faq-shipping_related-1","titleHash":"#my-faq-shipping_related#my-faq-shipping_related-1","tag":"3.1","isFrequent":false,"uv":0},{"question":"Shipping Weights (Actual, Volumetric, Chargeable Weight)","answer":"

- Actual weight is the weight of the item put on a weighing scale.

- Volumetric weight is calculated based on the space it occupies.

- Chargeable weight is the parcel's final weight when it's shipped.

Please refer to the detailed descriptions below.

Actual weight:

Actual weight is the weight of the item put on a weighing scale.

For bulky items, sometimes the volumetric weight may be higher than the actual weight.

Volumetric weight:

The cost of transporting a shipment can be affected by the amount of space that it occupies, rather than the actual weight. This is the volumetric (or dimensional) weight.

For international shipping practice, the volumetric weight is calculated and compared with the actual weight of the item – the higher weight is used to calculate shipping cost. The formula to calculate volumetric weight is:

China orders: volumetric weight (kg) = length x height x width (cm)/ 6,000

Please note that normally the weight indicated on seller’s webpage is the actual weight. You need to pay special attention to the dimensions of bulky items like soft or plastic toys, diapers, pillows, chairs, crystal lights, bicycles, etc. Sometimes the shipping cost can be even higher than the value of the product itself. It is advised to check the dimension with sellers directly or seek for our help.

Chargeable weight:

The weight or volumetric weight you see for each order is weighed or measured at their minimum individual package. When you submit to ship out, all the individual orders will be consolidated into one single parcel. There will be extra weight incurred by the packaging material or extra space occupied due to the small gaps between items, and the standardized packaging to meet the shipment requirements.

As demonstrated below, normally the final chargeable weight is around 1.1 times the sum of the heavier of each order’s actual weight or volumetric weight.

The heavier of the actual or volumetric weight is used in the tabulation of the chargeable weight. Chargeable weight is the parcel's final weight when it's shipped. You may refer to our [Shipping Rates & Durations] for more info.

","hash":"#my-faq-shipping_related#my-faq-shipping_related-2","id":"my-faq-shipping_related-2","titleHash":"#my-faq-shipping_related#my-faq-shipping_related-2","tag":"3.2","isFrequent":false,"uv":0},{"question":"Shipping Limits (Volume Limit/Length Limit)","answer":"

Length Limit

- China

Economy air shipment (West Malaysia): Up to 1.2meters. Item longer than 1.2meters will have to shipped by other available shipping methods (special/sea shipment).
Economy air shipment (East Malaysia): Up to 1.5meters. Item longer than 1.5meters will have to shipped by other available shipping method (sea shipment)
Special air shipment (West Malaysia ): Up to 2.9meters. Item longer than 2.9meters will have to shipped by other available shipping method (sea shipment)
Special air shipment (East Malaysia): Up to 1.5meters for sensitive item. Item longer than 1.5meters will have to shipped by other available shipping method (sea shipment)
Sea shipment: Up to 4m. we suggest to check with our customer service with the product URL shall the item are longer than 4 meters.

Volume Limit

Regardless of service type (EZbuy/Prime/ezShop/ezship), the volume liquid for shipment are as such:

- China

Sensitive Air: Liquid/gel limit 30ml per parcel
Sea: Maximum liquid limit is 300ml per bottle, maximum gel limit is 1000ml per bottle. Limited within 2000ml per parcel

","hash":"#my-faq-shipping_related#my-faq-shipping_related-3","id":"my-faq-shipping_related-3","titleHash":"#my-faq-shipping_related#my-faq-shipping_related-3","tag":"3.3","isFrequent":false,"uv":2},{"question":"ETA (Estimated Time of Arrival)","answer":"

Ezbuy/Prime: An ETA is shown at the product page when adding to cart and you may not amend the international shipping method of the item. We will try our best to deliver all the items to you on or before ETA, but in circumstances that certain seller’s items reach us later than expected, we may split your items into more than one parcels and deliver to you separately. We will monitor and ship out in around 1 working day after items under the same parcel are Ready for Shipment. For Prime, parcels may be split up to hasten processing and international shipping. An updated ETA will be provided upon shipment.

ezShop/ezShip: Once the items reached the warehouse, it depends on the international shipping method you choose. You can wait for all your items to reach before consolidating and send them out as one parcel to Malaysia. Normally, the parcel will be shipped out in around 1 working day after the authorization is given by the customer (For ezShop), and after the payment is made for the shipping fees (For ezShip).

Please take note that will be some delays during public holidays of China. Working days indicated below do not include weekends.

","hash":"#my-faq-shipping_related#my-faq-shipping_related-4","id":"my-faq-shipping_related-4","titleHash":"#my-faq-shipping_related#my-faq-shipping_related-4","tag":"3.4","isFrequent":false,"uv":1},{"question":"Prohibited Items","answer":"

ezbuy cannot ship items that are prohibited or require special handling due to exporting country, importing country or items which may cause danger, damage or delay of international shipping. The items listed below serve as guide on some of the more common items that ezbuy is not able to ship. This list is not exhaustive and could include items that are not listed below:

Nail polish remover
Firecracker
Cigar Lighter
Paint thinner
Highly flammable products
Compressed gases
Flammable liquids or substances
Weapon
Imitation guns
Controlled knives and tools
Military gear/ Surviving knives
Alcohol products/ Cigarettes / Electronic cigarettes
Imitation tobacco
Pickled products
Grain foods
Loose herbs (Without packaging)
Seeds & live plants
Animals
Live bugs & animals
Supplements or food that extracted from wild animals
Money/coin/currency
High value gold or silver product
Set-top box
CD
White powder
Relic
Chewing gum
Meat
Pets food (contain meat)
Diet tea/Detox tea
e-Scooter
Timber/Log
Injector

Note:This list may be updated from time to time.

Please refer to the [Malaysia Customs] website for the updated list.

You will be held responsible and liable if such items are confiscated or abandoned or if there is any extra cost incurred for purchasing and shipping such items.

","hash":"#my-faq-shipping_related#my-faq-shipping_related-5","id":"my-faq-shipping_related-5","titleHash":"#my-faq-shipping_related#my-faq-shipping_related-5","tag":"3.5","isFrequent":false,"uv":0},{"question":"Sensitive Items","answer":"

Certain items may not be shipped by normal shipment, due to the nature of it as well as the limitations of our logistic partners.The items listed below serve as guide on some of the more common items that ezbuy have to ship by sensitive air or sea shipment. This list is not exhaustive and could include items that are not listed below:

International brand. e.g, Nike, Adidas
Power Bank
Battery
Magnet
Bluetooth & Bluetooth products
Food
Pets food
Dried Food, Flower tea
Chinese Herb
Liquids (General)
Perfume
Nail polish products
Perfume products
Mercury thermometer
Syringe
Ointment/Balm
Poker Cards
Gambling chips
Mahjong
Activated charcoal
Clay Bar
Candle
Incense
English books
Tennis Ball
Glass

","hash":"#my-faq-shipping_related#my-faq-shipping_related-6","id":"my-faq-shipping_related-6","titleHash":"#my-faq-shipping_related#my-faq-shipping_related-5","tag":"3.6","isFrequent":false,"uv":0},{"question":"Shipment Split","answer":"

May I select specific orders out to be shipped?

All ezShop items that are Ready for Shipment has to be shipped together as a parcel, and you would not able to ship selective orders back to Malaysia first.

For EZbuy/Prime parcels, we will wait for all items in the same parcel to arrive before shipping out the parcels accordingly.

For ezShip, you can choose the orders that you wish to ship out and submit them.

My parcel is nearing its ETA but not shipped out yet.

For Ezbuy/Prime parcels, we will wait for all items in the same parcel to arrive before shipping out the parcels accordingly.

All ezShop items that are under Ready for Shipment status has to be shipped together as a parcel, and you would not able to ship selective orders back to Malaysia first.

For ezShip, you can choose the orders that you wish to ship out and submit them.

You may also refer to [Shipping Waiting Period] for more information.

","hash":"my-faq-shipping_related-e10876a3-069a-438e-81e9-5d1568f264f4","id":"my-faq-shipping_related-e10876a3-069a-438e-81e9-5d1568f264f4","titleHash":"","tag":"","isFrequent":false,"uv":1},{"question":"Can I ship fragile items?","answer":"

We do ship certain fragile items but not all of them. Certain items are very difficult to be protected well, like big mirrors, extremely delicate carvings, etc. They have a high chance of getting damaged during international shipping. We do our best to help you protect and ship. However, we are not be liable should the item still get damaged. Please take note that insurance does not enhance the protection of fragile items.

","hash":"my-faq-shipping_related-5324aa01-6240-490d-b91b-6400d9751c5a","id":"my-faq-shipping_related-5324aa01-6240-490d-b91b-6400d9751c5a","titleHash":"","tag":"","isFrequent":false,"uv":0},{"question":"Do I need to pay customs duties for my air shipment parcels?","answer":"

We try our best to minimize the risk to get customs duties. If customs charge duties for your parcels, customers will be required to make the payment for customs duties in order to receive the parcels. （*Applied for all air shipment parcel）

","hash":"my-faq-shipping_related-b05735a7-9cd1-4942-ad76-36d654227648","id":"my-faq-shipping_related-b05735a7-9cd1-4942-ad76-36d654227648","titleHash":"","tag":"","isFrequent":false,"uv":0}],"icon":"https://i.ezbuy.sg/Ft8EzzNIPX5lUB2qyqISVTb6ujwe"},{"title":"Delivery related","DOMid":"faq-my-faq-delivery_related","tag":4,"titleId":"my-faq-delivery_related","faqs":[{"question":"Home Delivery","answer":"

What is Home Delivery?

Home delivery is an option you can choose to send your parcels to your house/office address at an additional home delivery charge. We deliver to most of the location addresses in Malaysia except for the following: army camps, airport, and any other restricted or remote areas.Our home delivery (lobby or loading bay only) charges as low as RM4 within the peninsular Malaysia. Please be reminded that no cancellation or alteration is allowed after processing your order.

You may refer to the [Home Delivery Services] for more details.

","hash":"#my-faq-delivery_related#my-faq-delivery_related-4","id":"my-faq-delivery_related-4","titleHash":"#my-faq-delivery_related#my-faq-delivery_related-4","tag":"4.4","isFrequent":false,"uv":0},{"question":"How can i track the parcel?","answer":"

We will provide the tracking number and related website to you in "My Orders" > "To Receive" after shipped out the parcel from our warehouse, you can then track the shipping status of your parcel using this information.

","hash":"#my-faq-delivery_related#my-faq-delivery_related-5","id":"my-faq-delivery_related-5","titleHash":"#my-faq-delivery_related#my-faq-delivery_related-5","tag":"4.5","isFrequent":false,"uv":0},{"question":"If there is no one at home when the courier company deliver to me, What should I do?","answer":"

We advise you direct call the customer hotline of the courier company rearrange 2nd delivery for you. You can also contact us on LiveChat for assistance.

Mondays-Friday: 10:00am - 6:00pm Saturday: 10:00am - 5:00pm

Or email to us at supportmy@ezbuy.com

","hash":"#my-faq-delivery_related#my-faq-delivery_related-6","id":"my-faq-delivery_related-6","titleHash":"#my-faq-delivery_related#my-faq-delivery_related-6","tag":"4.6","isFrequent":false,"uv":0},{"question":"What should I do if didn't receive the shipment after the ETA?","answer":"

If your parcel was not received upon the ETA, you may contact our customer service to assist on the follow up for your parcel status.

You may contact our LiveChat for assistance

Mondays-Friday: 10:00am - 6:00pm Saturday: 10:00am - 5:00pm

Or email to us at supportmy@ezbuy.com

","hash":"my-faq-delivery_related-eb193e88-0a85-4f8c-8b36-1c4e53a0349d","id":"my-faq-delivery_related-eb193e88-0a85-4f8c-8b36-1c4e53a0349d","titleHash":"","tag":"","isFrequent":false,"uv":0}],"icon":"https://i.ezbuy.sg/FqTfMUm3s9dSWshLS3pXVAu_JNfy"},{"title":"Return & Refund","DOMid":"faq-my-faq-after_sale issues","tag":5,"titleId":"my-faq-after_sale issues","faqs":[{"question":"Damaged/Wrong/Missing items","answer":"

1) For damaged/wrong item(s), you will need to take a photo and send to us through enquiry from your account or email (supportmy@ezbuy.com) with the order ID and a brief description. For damaged item, please include photos of the outer packaging as well. We will investigate the matter and revert in around 3 to 5 working days. Do note that our basic visual inspection only covers: quantity, colour, size, design and obvious visual defects.

2) For missing items(s), you will need to send in an enquiry or email (supportmy@ezbuy.com) with the missing order ID and item description. We will investigate and revert in around 3 to 5 working days.

Please note that after-sales support is only provided for Ezbuy/Prime orders.

","hash":"#my-faq-after_sale issues#my-faq-after_sale issues-1","id":"my-faq-after_sale issues-1","titleHash":"#my-faq-after_sale issues#my-faq-after_sale issues-1","tag":"5.1","isFrequent":false,"uv":0},{"question":"Quality/Functionality/Authenticity issue","answer":"

As we do not possess the relevant knowledge to test or differentiate these aspects of a product, we are not held liable if the product's quality, functionality, authenticity you received is not as described by the sellers. However, please be reminded that there are inevitable risks when doing overseas online shopping. You may refer to our inspection coverage.

Please note that after-sales support is only provided for Ezbuy/Prime orders.

","hash":"#my-faq-after_sale issues#my-faq-after_sale issues-2","id":"my-faq-after_sale issues-2","titleHash":"#my-faq-after_sale issues#my-faq-after_sale issues-2","tag":"5.2","isFrequent":false,"uv":0},{"question":"Exchanging size/colour/Returns","answer":"

All returns must be liaised with our after-sales team via enquiry or email (supportmy@ezbuy.com) first. Upon approval, it can be returned to our home delivery staff during your next delivery within the next 2 weeks from the point of code issue.

Return code will be issued for approved return/refund case. For parcels returned without return code or without approval from our after-sales team, we will not be responsible or liable for any loss or consequences. Please ensure that the return code is attached when returning items, items returned without the code will not be accepted. Return code is valid for 2 weeks upon issuance.

Returns without prior approval will not be accepted and we will not be responsible if these returns are lost or damaged due to the absence of tracking records.

","hash":"#my-faq-after_sale issues#my-faq-after_sale issues-3","id":"my-faq-after_sale issues-3","titleHash":"#my-faq-after_sale issues#my-faq-after_sale issues-3","tag":"5.3","isFrequent":false,"uv":0},{"question":"Returning items to China","answer":"

We don't provide service to ship back items to China . If you wish to arrange for return, you may need to arrange with international courier on your behalf. For those issues not covered in our inspection, you can negotiate with the seller for a solution by yourself or seek assistance from us to negotiate on your behalf. If you need to ship the items back for refund, exchange or repair, you need to ship back by yourself. This service is only available for Ezbuy/Prime service, we do not provide any negotiate service with seller for ezShip service.

Please also check our [Insurance policy] for full information.

","hash":"my-faq-after_sale issues-a5c4aabe-a6ec-49fc-adf8-54804bafd0cb","id":"my-faq-after_sale issues-a5c4aabe-a6ec-49fc-adf8-54804bafd0cb","titleHash":"","tag":"","isFrequent":false,"uv":0},{"question":"Can I get a refund from the seller if the product has quality issue?","answer":"

It depends, not all sellers will offer to refund. Common solutions provided by sellers are partial refund or return the product for full refund, repairing, one to one exchange, etc. We can help you negotiate with the sellers for possible solutions after receiving your feedback on the issue with supporting pictures and descriptions. You may also bear the shipping cost incur during the process. However, some of the sellers may reject any form of compensation if they deny the responsibility of the product issues. Please note that after-sales support is only provided for Ezbuy/Prime orders.

","hash":"my-faq-after_sale issues-e82878be-268b-467c-9902-90777415d48b","id":"my-faq-after_sale issues-e82878be-268b-467c-9902-90777415d48b","titleHash":"","tag":"","isFrequent":false,"uv":0},{"question":"Do I need to buy insurance for my items?","answer":"

Insurance is not compulsory. We offer free compensation of value up to RM 200 for each parcel if the items inside are damaged, lost or having any issues listed in our inspection coverage . For high value items, you may buy insurance for them in order to get a full compensation equivalent to the full amount of product price and the shipping cost of the items, capped at RM 2000. You may refer to our [Insurance Policy] for more information.

","hash":"my-faq-after_sale issues-c63b6fa2-1170-4fe0-9215-3004821902ed","id":"my-faq-after_sale issues-c63b6fa2-1170-4fe0-9215-3004821902ed","titleHash":"","tag":"","isFrequent":false,"uv":2},{"question":"How can I return the wrong items to you?","answer":"

All returns must be liaised with after-sale team via email (supportmy@ezbuy.com) or enquires first, upon agreement, it can be returned in original condition to our own warehouse. Please note that items returned to us without email/enquiry approval will not be refunded.

","hash":"my-faq-after_sale issues-07b4f147-e872-428f-800b-cce62976c32e","id":"my-faq-after_sale issues-07b4f147-e872-428f-800b-cce62976c32e","titleHash":"","tag":"","isFrequent":false,"uv":0}],"icon":"https://i.ezbuy.sg/FgPOl4l2IISxohBG1wQvhCVF6_vh"},{"title":"Account","DOMid":"faq-my-faq-membership,_credits, voucher","tag":6,"titleId":"my-faq-membership,_credits, voucher","faqs":[{"question":"Account Management/Register/Change details","answer":"

How do I register/log in?

You may refer to [How do I create an account?] for more information.

How do I change my email?

We regret to inform that we are not able to change your registered email address. The registered email works like a user ID, and we would only use your notification email to contact you. You may change your notification email address under “My Settings” instead.

How do I change my user ID?

We regret to inform that we are not able to change your user ID.

How do I change my mobile number?

You may change your registered mobile number under My Account > My Settings. On the App, you may go to MINE tab > Settings at the top right hand corner > Personal info.

Can I delete my account?

We we are sorry to inform that we are unable to delete accounts. You may leave your account as inactive if you do not intend to use it.

","hash":"my-faq-membership,_credits, voucher-426a9007-79b9-42ad-a75a-956e86c5c877","id":"my-faq-membership,_credits, voucher-426a9007-79b9-42ad-a75a-956e86c5c877","titleHash":"","tag":"","isFrequent":false,"uv":1},{"question":"Membership Level","answer":"

What is the membership status (Normal/VIP/SVIP) status in my account?

Normal/VIP/SVIP is a membership status which determines how much service fees you would be paying for your Ezbuy/ezShop orders.

The amount spent excludes shipping & service fee, Local Market Place and cancelled orders.

Single purchase means one single checkout payment. After you have checked out more than RM300 or RM1000 orders, if some of them are found to be out of stock, you can submit some new orders to replace, as long as the original orders and replacement orders are shipped together in one parcel and total amount exceeds RM300 or RM1000, it will still be considered as a single purchase and thus qualified for the membership promotion.

VIP and SVIP will be promoted after you acknowledge the receipt of the orders. If your 1st batch of orders is more than RM300, you will get your membership promoted after receiving them successfully and receive an email notification. After that, you will start to enjoy the discounted service fee charge when your ongoing orders or new orders arrive.

What is considered to be a single purchase for upgrading to VIP and SVIP?

Single purchase means one-time checkout from your shopping cart. If some of these orders are cancelled later due to running out of stock, you can submit some replacement orders within a few days, and they can still be counted as part of the single purchase. Please note that only product cost from Ezbuy/ezShop orders are taken into consideration for membership upgrade. Product cost/declared value from Prime/ezShip orders are not considered.

","hash":"my-faq-membership,_credits, voucher-145f67b6-485d-44b4-88cd-8019feaa68bc","id":"my-faq-membership,_credits, voucher-145f67b6-485d-44b4-88cd-8019feaa68bc","titleHash":"","tag":"","isFrequent":false,"uv":0},{"question":"Coupon Codes","answer":"

Coupon code allows you to offset a certain percentage of your international shipping fees. Usually coupon code is given on promotion basis, sent to customers' email.

When arranging delivery, there will be a field for you to enter a valid coupon code. Once the code is accepted, you will see a certain percentage of international shipping fees being deducted. Do note that during certain promotions, the coupon code cannot be applied. Please refer to the specific Terms & Conditions of the promotion for more info.

Ezbuy: Coupon code may be applied upon checkout.

Prime: Coupon code may not be used to further reduce RM8.80 international shipping fees.

ezShop: Coupon code may be applied when you are submitting your parcel for shipment.

ezShip: Coupon code may be applied when submitting the parcel to ship.

","hash":"my-faq-membership,_credits, voucher-b4144ea2-de34-4bf1-b6a6-c726130456d5","id":"my-faq-membership,_credits, voucher-b4144ea2-de34-4bf1-b6a6-c726130456d5","titleHash":"","tag":"","isFrequent":false,"uv":0},{"question":"Vouchers ","answer":"

Cash Vouchers

We could issue Cash vouchers or Cash credits during promotion period to customers. No matter what format it is, it is valid for 7 days unless otherwise stated.

Cash vouchers may be applied to your orders upon checkout, and the specific T&C will be stated in the mailer/announcement accordingly.

Cash Off Vouchers

Cash Off is a discount voucher to be used on products under Cash Off Zone, which is sometimes launched during promotions. There are usually varying denominations you can choose from, depending on the total amount spent on products. Think of it as a supermarket coupon that you used to see in newspapers, which allows for a discount off your total purchase amount

","hash":"my-faq-membership,_credits, voucher-4182577e-2dfb-4570-8402-7765c41e3710","id":"my-faq-membership,_credits, voucher-4182577e-2dfb-4570-8402-7765c41e3710","titleHash":"","tag":"","isFrequent":false,"uv":1},{"question":"Will my membership be downgraded if I stop shopping for some time?","answer":"

No worry, your membership will not be downgraded.

","hash":"my-faq-membership,_credits, voucher-155a03c9-8304-4825-8f0d-792a65cb677a","id":"my-faq-membership,_credits, voucher-155a03c9-8304-4825-8f0d-792a65cb677a","titleHash":"","tag":"","isFrequent":false,"uv":0},{"question":"What if my single purchase cannot meet the required amount due to cancelled orders?","answer":"

You can submit replacement orders. The replacement orders can be counted together with the original submitted orders, as long as they are shipped together in a parcel.

","hash":"my-faq-membership,_credits, voucher-a55def8a-3921-4275-b160-edf37b0a70a7","id":"my-faq-membership,_credits, voucher-a55def8a-3921-4275-b160-edf37b0a70a7","titleHash":"","tag":"","isFrequent":false,"uv":0}],"icon":"https://i.ezbuy.sg/Fra8Neh7wVgTFc8zkhzBUtwSDU2E"},{"title":"ezShip related","DOMid":"faq-shipforme","tag":8,"titleId":"Shipforme","faqs":[{"question":"ezShip","answer":"

What is ezShip service?

ezShip is a service whereby you purchase directly from the seller and get them to send it over to the unique overseas address in your ezbuy account.

For more information, please refer to [ezShip] section.

Where do I find my order under ezShip service?

After you have gotten the tracking number from the seller, you may submit the tracking number and product info to us.

For Website, you may go to My Account > Forwarding Address > Submit New Order

For App, you may go to the MINE tab > ezShip > Submit New Order

After we have received the item, we will update it into your account in around 1-2 working days. You would be able to see the updated order under My Account >To Ship (website) or MINE tab > To Ship(app).

You may also refer to:

- [What if there is no tracking number from the seller?]

- [What if my ezShip order is not updated after a few days?]

What are the fees to be incurred?

As the Product Payment have been paid directly by you to the seller, you would need to pay the Insurance, International shipping, Home Delivery fee (if applicable) when it has arrived in our overseas (China) warehouse.

Should you require additional value-added services, there are costs and admin charges to be incurred as well.

","hash":"#Shipforme#Shipforme-1","id":"Shipforme-1","titleHash":"#Shipforme#Shipforme-1","tag":"8.1","isFrequent":false,"uv":3},{"question":"Which online merchants can I shop from?","answer":"

You can shop from any China merchants that can accept your payments and deliver your purchases to our warehouse.

","hash":"#Shipforme#Shipforme-3","id":"Shipforme-3","titleHash":"#Shipforme#Shipforme-3","tag":"8.3","isFrequent":false,"uv":0},{"question":"May I opt for ezbuy to pay for my domestic shipping fees first (到货付款)? ","answer":"

As our colleagues at the warehouse only help to receive parcels, we will not be able to pay for the domestic shipping fee for you first. If there are such parcels, we will reject them when the couriers sends it over, and you would have to liaise with the seller to pay and resend.We will not be liable for any parcel loss due to such rejection of parcel receival. Please ensure that the full payment is made to the seller before dispatch.

","hash":"#Shipforme#Shipforme-4","id":"Shipforme-4","titleHash":"#Shipforme#Shipforme-4","tag":"8.4","isFrequent":false,"uv":0},{"question":"What will happen if my parcel contains some prohibited items?","answer":"

All parcels may be checked or scanned for prohibited items. If the goods are found to be prohibited items, we are unable to ship them. You can negotiate with the seller for a return or send them to another address, handling fee is applicable.

We advise that you check the list of Prohibited items on our website to prevent unnecessary loss or inconvenience. It is customers' responsibility to ensure that the parcels do not contain any prohibited items. We will not be responsible or liable for any loss due to confiscation of such parcels or legal consequences.

","hash":"#Shipforme#Shipforme-5","id":"Shipforme-5","titleHash":"#Shipforme#Shipforme-5","tag":"8.5","isFrequent":false,"uv":0},{"question":"What should I enter as my shipping and billing address on merchants’ websites?","answer":"

You should enter your unique ezbuy address as your shipping address. These unique addresses comprises of a unique code to identify your parcel. ezbuy uses this info to process your packages, so please ensure that the seller fills in the correct address.

You should enter your Malaysia address as your billing address. However, you can also enter your unique ezbuy address at seller’s sites which do not allow you to enter Malaysia addresses as a billing address. Please note that by doing so, you may not receive the hard copy invoice should the merchant send it via mail.

","hash":"#Shipforme#Shipforme-6","id":"Shipforme-6","titleHash":"#Shipforme#Shipforme-6","tag":"8.6","isFrequent":false,"uv":0},{"question":"What if my ezShip order is not updated after a few days?","answer":"

As we would take some time to process orders, usually after the courier tracking shows that the parcel is delivered, it would take around 1-2 working days for us to update into your account.

Sometimes, it is due to insufficient/unclear information of the parcel that we are unable to update into your account. If you see that your parcel has logistics info that has reached a few days but not updated into your account, please check with the seller whether the address/tracking info is correct, then submit an order to us and we will update for you in around 1-2 working days.

You may also contact our Customer Service team for assistance, while providing your user ID, tracking information, and product URL for reference.

","hash":"#Shipforme#Shipforme-7","id":"Shipforme-7","titleHash":"#Shipforme#Shipforme-7","tag":"8.7","isFrequent":false,"uv":0},{"question":"What if there is no tracking number from the seller?","answer":"

As long as the unique recipient name is entered correctly, we should be able to tag the parcel to your account if they are delivered correctly. However, it may take a little longer as we would need some time to match your order to your account. On the other hand, if there is still no update after a long while, it may be unidentified. Please contact our Customer Service team and provide us with the purchase and tracking details for assistance.

","hash":"#Shipforme#Shipforme-8","id":"Shipforme-8","titleHash":"#Shipforme#Shipforme-8","tag":"8.8","isFrequent":false,"uv":0},{"question":"How is the weight of the item calculated?","answer":"

For ezShip orders, some of the stated weight on the seller/merchant website refers to the actual weight or net weight (without packaging), which does not reflect the volumetric/shipping weight of the parcel.

We will compare the actual weight and volumetric weight of your item, international shipping fee will be calculated based on whichever is a higher value.

Volumetric weight is calculated as below:

China orders: Volumetric weight (kg) = Length * Width * Height (cm) / 6,000

Chargeable weight: when you have multiple orders to consolidate, the final packaging weight may be larger than the sum of each individual order due to the additional packaging material or the extra space occupied due to the small gaps between orders. Normally the final chargeable weight is around 1.1 times the sum of each individual order's actual weight or volumetric weight. Every consolidated parcel's weight will be verified again before shipping out. If it's smaller than the estimated weight, we will refund you the difference.

Please Refer to [Shipping Weight].

","hash":"#Shipforme#Shipforme-9","id":"Shipforme-9","titleHash":"#Shipforme#Shipforme-9","tag":"8.9","isFrequent":false,"uv":0},{"question":"Why do I need to upload the product URL? Does it mean you will check the parcel against the link I provided?","answer":"

This is for customs declaration purposes only. We do not provide inspection service for ezShip orders. You may use ezShop service moving forward if you want us to inspect the item(s) for you.

","hash":"#Shipforme#Shipforme-10","id":"Shipforme-10","titleHash":"#Shipforme#Shipforme-10","tag":"8.10","isFrequent":false,"uv":0},{"question":"Value declaration","answer":"

Declare value is the cost of your product in MYR/RM. It is your declared value and is important that this is filled up for insurance compensation purposes. Customers who fill suspicious declared value will have to bare the responsibilities or cost for any chances of getting custom inspection.

","hash":"#Shipforme#Shipforme-11","id":"Shipforme-11","titleHash":"#Shipforme#Shipforme-11","tag":"8.11","isFrequent":false,"uv":0},{"question":"What should I do if the seller sends out a single order number in separate parcels?","answer":"

If your seller has shipped them out in multiple parcels, you will need to submit all the relevant tracking numbers in new orders to us. As our system does not allow duplicate merchant order numbers, you may add a "1" or "2" etc. behind the order number upon submission. As long as the tracking number and unique ID is indicated clearly, we would be able to update your parcel for you.

","hash":"#Shipforme#Shipforme-13","id":"Shipforme-13","titleHash":"#Shipforme#Shipforme-13","tag":"8.13","isFrequent":false,"uv":0},{"question":"Are there any tips to reduce the shipping fee?","answer":"

You may advise the merchant to ensure proper packaging and pack your purchase into a smallest possible box.

You may also consolidate your shipping charges by waiting for all items to arrive before shipping them out.

","hash":"#Shipforme#Shipforme-14","id":"Shipforme-14","titleHash":"#Shipforme#Shipforme-14","tag":"8.14","isFrequent":false,"uv":0},{"question":"What if I received damaged/wrong items or shortage of items for orders?","answer":"

If you find that there's damage to the external packaging upon delivery, you have to reject the parcel. We will then examine the parcel and contact you for re-delivery or compensation. If there's no damage to the external packaging, but the items inside are found to be in wrong quantity, colour, size or defective, you need to contact the seller for solutions.

ezShip service does not provide inspection of orders. If you find the received order is wrong or shortage of item, you will have to liaise directly with the merchant for any refund, return, exchange or money-back guarantee policy and/or procedure of any items.

","hash":"#Shipforme#Shipforme-15","id":"Shipforme-15","titleHash":"#Shipforme#Shipforme-15","tag":"8.15","isFrequent":false,"uv":0},{"question":"What should I do if my parcel is lost?","answer":"

The chance of parcel loss is very low. If parcels are found to be lost, you will be refunded for the international shipping fee of the parcels.

If you have added insurance for your parcels, you will get a full compensation of the insured value, capped at RM2000. The insurance value should be based on the actual value of the goods, with no other added.

You may be requested to provide the purchasing receipt of the items is limited to the declared value, replacement cost, invoice value or actual cash value whichever is the lowest.

Note: Evidence may be requested to substantiate the declared value in the event of a claim.You will need to send in an enquiry or email (supportmy@ezbuy.com) with the missing order ID and item description. We will investigate and revert in around 3 to 5 working days.

","hash":"#Shipforme#Shipforme-17","id":"Shipforme-17","titleHash":"#Shipforme#Shipforme-17","tag":"8.17","isFrequent":false,"uv":0},{"question":"Value-added services and charges","answer":"

- Photo-taking (For China only)

If you want to make sure that the seller sends the correct items before shipping them all the way to Malaysia, you can choose the value-added service when submitting your order. When we receive your parcel, we will take out the items and take minimum 3 photos from different angles for you to view. The charge is RM 4 per order sent from sellers.

- Remove sensitive item from parcel (For China only)

If the parcel contains sensitive item which may cause it to be unsuitable for normal shipment, we can help you remove the sensitive item (eg, free glue from seller for purchasing papers) and hence put the item under normal shipment. The charge is RM 4 per order.

For China ezShip orders, repacking is usually not done. Upon request, repacking is chargeable from RM 4 admin charge onwards, depending on the level of difficulty of the repack.

-- Special packing options:

- Wooden crate

We provide special repacking options upon request. We offer wooden crates to further protect your items during shipping, the charges will be based on the dimensions of the order. These charges are on top of the repacking admin fee.

- Vacuum pack

We also offer vacuum packing at around RM 9 / RM 15 / RM 24, depending on the size of bag used. These charges are on top of the repacking admin fee.

- Return: (For China only)

If the parcel we receive contains prohibited items cannot be shipping, or you change your mind, we can help you return the parcel back to the seller/to a domestic address. The charge is RM 4 per parcel on top of the courier fee.

","hash":"#Shipforme#Shipforme-18","id":"Shipforme-18","titleHash":"#Shipforme#Shipforme-18","tag":"8.18","isFrequent":false,"uv":1},{"question":"What if the merchant delivered the wrong items or quantity to me?","answer":"

You will have to liaise directly with the Merchant for any refund, return, exchange or money-back guarantee policy and/or procedure of any items. Please contact your Merchant for further assistance on this matter.

","hash":"#Shipforme#Shipforme-20","id":"Shipforme-20","titleHash":"#Shipforme#Shipforme-20","tag":"8.20","isFrequent":false,"uv":0},{"question":"Shipping Limits (Volume Limit/Length Limit)","answer":"

Length Limit

- China

Economy/Priority Air: Up to 1.2m. Any item longer than this will have to be shipped by other available shipping methods.
Sea shipping: We can ship up to 4m in length. We will suggest that you send us an enquiry with the product URL so we can better advise.

Volume Limit

Regardless of service type (EZbuy/Prime/ezShop/ezShip), the volume liquid for shipment are as such:

- China

Sensitive Air: Liquid/gel limit 30ml per parcel
Sea: Maximum liquid limit is 300ml per bottle, maximum gel limit is 1000ml per bottle. Limited within 2000ml per parcel

","hash":"#Shipforme#Shipforme-21","id":"Shipforme-21","titleHash":"#Shipforme#Shipforme-21","tag":"8.21","isFrequent":false,"uv":1},{"question":"Can ezShip and ezShop parcels be consolidated together?","answer":"

ezShip and ezShop parcels are handled separately in different warehouses, hence they are unable to be consolidated together.

","hash":"#Shipforme#Shipforme-22","id":"Shipforme-22","titleHash":"#Shipforme#Shipforme-22","tag":"8.22","isFrequent":false,"uv":1},{"question":"How to calculate the insurance for ezShip order?","answer":"

You may calculate by using below formula: (declared value + international shipping fees) * 3%

","hash":"Shipforme-e69826b4-535a-4ef8-8633-411e9da4ffc7","id":"Shipforme-e69826b4-535a-4ef8-8633-411e9da4ffc7","titleHash":"","tag":"","isFrequent":false,"uv":0}],"icon":"https://i.ezbuy.sg/Fm1BotIWBPuPzA_bjQx3sZz1F6tA"},{"title":"Common FAQ ","DOMid":"faq_61f84fd7-cd53-4292-9361-e4129f2be864","tag":0,"titleId":"61f84fd7-cd53-4292-9361-e4129f2be864","faqs":[{"question":"Why do I receive a message that my payment verification is unsuccessful?","answer":"

How do I check whether my payment is successful?

Under "My Available Amount" on our website or "Available Amount" on our App, you can see all the recent payment history. You can check if a payment is successful, rejected or still pending verification. Our Finance team will take up to 3 hours (during working hours) to verify your payment, you will receive a SMS or an App push message notification on the status.

Why do I receive a message that my payment verification is unsuccessful?

The payment verification may be rejected if the information submitted does not tally with the bank transaction record. Hence, kindly ensure that the transaction details are correct and submit the payment details form again. Transferred bank, time, date and transaction amount must be accurately entered.

To re-submit the payment details form, log in to your account, go to My Account > My Available Amount > Pay on our website, or MINE tab > Available Amount > Pay on our App to submit the form (You do not need to transfer money again, just complete the form with the necessary details).

Do take note that the same transaction number may not be repeated, so if you need to re-submit a top up form, you can either put "forgot" as the transaction number or put last 5 digits of transaction number instead.

","hash":"61f84fd7-cd53-4292-9361-e4129f2be864-80558832-156b-46b9-acf1-8f322057fb39","id":"61f84fd7-cd53-4292-9361-e4129f2be864-80558832-156b-46b9-acf1-8f322057fb39","titleHash":"","tag":"","isFrequent":false,"uv":0},{"question":"What are the fees to be incurred? (ezShop)","answer":"

What is ezShop service?

ezShop is a service whereby you may copy and paste the seller URL to our website’s Search bar, to add it into your shopping cart.

How do I know whether the item is under ezShop service?

These items are marked as "ezShop" on the product page. In the Shopping cart, they are marked with a “ezShop” tag as well.

What are the fees to be incurred?

The fees are split into two parts for ezShop orders:

First payment = Product Price, Domestic shipping, Insurance

Made upon checkout from shopping cart

Second payment = International shipping, Service fee, Home Delivery fee (if applicable)

","hash":"61f84fd7-cd53-4292-9361-e4129f2be864-0acad987-5d8e-44ce-a77d-7ae80e540fcc","id":"61f84fd7-cd53-4292-9361-e4129f2be864-0acad987-5d8e-44ce-a77d-7ae80e540fcc","titleHash":"","tag":"","isFrequent":false,"uv":4},{"question":"Can I change or cancel my order(s)?","answer":"

Can I change or cancel my order(s)?

Should there be a modification/cancellation required after the item has been dispatched, you would have to bear the 2-way domestic shipping fees for return and an admin charge per order.

Ezbuy/Prime: Orders may not be modified/cancelled once the parcel has been processed, unless the order is out of stock.

ezShop: Orders may not be modified/cancelled once the payment has been done, unless the order is out of stock. You may contact our Customer Service Hotline if you require further urgent assistance.

ezShip: You would need to contact the seller directly as purchasing is not done by us.

","hash":"61f84fd7-cd53-4292-9361-e4129f2be864-67bd8edf-888c-4c5c-93f2-521c4e7f00c1","id":"61f84fd7-cd53-4292-9361-e4129f2be864-67bd8edf-888c-4c5c-93f2-521c4e7f00c1","titleHash":"","tag":"","isFrequent":false,"uv":0},{"question":"Shipping Weights (Actual, Volumetric, Chargeable Weight)","answer":"

- Actual weight is the weight of the item put on a weighing scale.

- Volumetric weight is calculated based on the space it occupies.

- Chargeable weight is the parcel's final weight when it's shipped.

Please refer to the detailed descriptions below.

Actual weight:

Actual weight is the weight of the item put on a weighing scale.

For bulky items, sometimes the volumetric weight may be higher than the actual weight.

Volumetric weight:

The cost of transporting a shipment can be affected by the amount of space that it occupies, rather than the actual weight. This is the volumetric (or dimensional) weight.

China orders: volumetric weight (kg) = length x height x width (cm)/ 6,000

Chargeable weight:

As demonstrated below, normally the final chargeable weight is around 1.1 times the sum of the heavier of each order’s actual weight or volumetric weight.

","hash":"61f84fd7-cd53-4292-9361-e4129f2be864-312ce61c-a1b8-47d4-81e5-69e200ca22e3","id":"61f84fd7-cd53-4292-9361-e4129f2be864-312ce61c-a1b8-47d4-81e5-69e200ca22e3","titleHash":"","tag":"","isFrequent":false,"uv":0},{"question":"[ezShip] What if my ezShip order is not updated after a few days?","answer":"

As we would take some time to process orders, usually after the courier tracking shows that the parcel is delivered, it would take around 1-2 working days for us to update into your account.

Sometimes, it is due to insufficient/unclear information of the parcel that we are unable to update into your account. If you see that your parcel has logistics info has reached for a few days but not updated into your account, please check with the seller whether the address/tracking info is correct, then submit an order to us and we will update for you in around 1-2 working days. .

You may also contact our Customer Service team for assistance, while providing your user ID, tracking information and product URL for reference.

","hash":"61f84fd7-cd53-4292-9361-e4129f2be864-067b9654-f66f-46d8-9a95-6965be6146c8","id":"61f84fd7-cd53-4292-9361-e4129f2be864-067b9654-f66f-46d8-9a95-6965be6146c8","titleHash":"","tag":"","isFrequent":false,"uv":0},{"question":"[ezShip] Value-added services and charges","answer":"

- Photo-taking (For China only)

- Remove sensitive item from parcel (For China only)

For China ezShip orders, repacking is usually not done. Upon request, repacking is chargeable from RM 4 admin charge onwards, depending on the level of difficulty of the repack.

-- Special packing options:

- Wooden crate

- Vacuum pack

We also offer vacuum packing at around RM 9 / RM 15 / RM 24, depending on the size of bag used. These charges are on top of the repacking admin fee.

- Return: (For China only)

","hash":"61f84fd7-cd53-4292-9361-e4129f2be864-5a90964f-6a95-41f6-a778-d7f0ccf8d395","id":"61f84fd7-cd53-4292-9361-e4129f2be864-5a90964f-6a95-41f6-a778-d7f0ccf8d395","titleHash":"","tag":"","isFrequent":false,"uv":1},{"question":"How do I withdraw My Available Amount?","answer":"

How do I withdraw My Available Amount?

If you have no outstanding payment with us, you can withdraw the remaining amount any time. You can only transfer out of your Available Amount back to the original payment source.

After logging into to your account, select My Available Amount > Withdraw on our website or MINE tab > Available Amount > Withdraw and enter the bank account information to submit a withdrawal request.

Once the withdrawal request is submitted, normally it will take 7 working days to be processed.

However, processing time may take longer for certain withdrawal requests.

For example large withdrawal amount etc. Supporting documents may be required for security reasons.

","hash":"61f84fd7-cd53-4292-9361-e4129f2be864-4acb743f-342f-4097-ae78-b9587c70ccb0","id":"61f84fd7-cd53-4292-9361-e4129f2be864-4acb743f-342f-4097-ae78-b9587c70ccb0","titleHash":"","tag":"","isFrequent":false,"uv":0},{"question":"How to avoid scam?","answer":"

What is Scam and Phishing?

A method that cybercriminals use fraudulently to obtain victims' personal details and financial information.
Scammers either impersonate a victim’s contact on social media or have taken over the contact’s social media account.
These scammers would approach the victim and provide special promotion or gift as Ezbuy for victim with inappropriate and non Ezbuy authentic payment method.
To completed the payment for product, the victim would be asked to provide a one-time password (OTP) / verification code, contact number and other personal information including credit card details.
OTPs would then be used to authorise credit / debit card transactions on Ezbuy.

Scam Alerts !

If you encounter any suspicious activity, please remember NEVER provide your OTP and personal information (full name, NRIC, email, credit card, address, or any other contact details)
Ezbuy will not request buyers to make additional payment outside of the usual order process. Please take note that only complete payment via Ezbuy aunthentic website/ apps.

What to do if you suspect that your account has been compromised?

If you suspect that your Ezbuy account has been compromised, please contact us via livechat (Mon-Sun,10am to 6pm) or email (supportmy@ezbuy.com)

","hash":"#undefined-437eec16-fd5d-4cbb-98b2-71df192d0c03","id":"undefined-437eec16-fd5d-4cbb-98b2-71df192d0c03","tag":"","titleHash":"#undefined-437eec16-fd5d-4cbb-98b2-71df192d0c03"}],"icon":"https://i.ezbuy.sg/FiEOoY2qN1XyRoWBa7N0KgowteI2"},{"title":"Services We Provide","DOMid":"faq_ebbc7f1d-110c-45bf-9a59-39725b568cf3","tag":0,"titleId":"ebbc7f1d-110c-45bf-9a59-39725b568cf3","faqs":[{"question":"Ezbuy","answer":"

What is Ezbuy service?

Ezbuy is a function whereby customers' order's international shipping fees are indicated upon checkout based on our smart prediction system, so only a one-time payment is made.

How do I know whether the item is under Ezbuy service?

Ezbuy is only enabled for items which we have weight information. Currently, it is available for most items listed on our website. These items marked with an Ezbuy icon at the product information page.

What are the fees to be incurred?

There is only one-time payment for each checkout of Ezbuy orders. The usual costs incurred would be Product Price, Domestic shipping, International shipping, Home Delivery fee (if applicable), Insurance (if applicable).

Should there be adjustments in price after checkout, we will keep you updated in the order as well.

","hash":"ebbc7f1d-110c-45bf-9a59-39725b568cf3-b0c70462-2fcf-4e73-af53-af3f19cf3121","id":"ebbc7f1d-110c-45bf-9a59-39725b568cf3-b0c70462-2fcf-4e73-af53-af3f19cf3121","titleHash":"","tag":"","isFrequent":false,"uv":0},{"question":"ezShip","answer":"

What is ezShip service?

ezShip is a service whereby you purchase directly from the seller and get them to send it over to the unique overseas address in your ezbuy account.

For more information, please refer to [ezShip] section.

If you have not activated your Forwarding Address, you may refer to [How to Activate My Forwarding Address?].

Where do I find my order under ezShip service?

After you have gotten the tracking number from the seller, you may submit the tracking number and product info to us.

For Website, you may go to My Account > Forwarding Address > Submit New Order

For App, you may go to the MINE tab > ezShip > Submit New Order

You may also refer to:

- [What if there is no tracking number from the seller?]

- [What if my ezShip order is not updated after a few days?]

What are the fees to be incurred?

Should you require additional value-added services, there are costs and admin charges to be incurred as well.

","hash":"ebbc7f1d-110c-45bf-9a59-39725b568cf3-6d3d4858-4bfb-43e5-a589-7423e2ed4049","id":"ebbc7f1d-110c-45bf-9a59-39725b568cf3-6d3d4858-4bfb-43e5-a589-7423e2ed4049","titleHash":"","tag":"","isFrequent":false,"uv":0},{"question":"Flash Deal","answer":"

Flash Deal items are items listed on our website are priced at a discount, but only within a specific time period. Payment is to be completed within 2 hours after checking out.

Notes:

- Each customer may only purchase 1 unit of the Flash Deal item

- Vouchers may not be applied

- As the items are listed from sellers, if it is unfortunately out of stock, it will be cancelled and refunded

- If the item is added to cart and deleted, you would not be able to add to cart again

Please refer to the full Terms & Conditions on the Flash Deal page.

","hash":"ebbc7f1d-110c-45bf-9a59-39725b568cf3-bed8b70a-b28e-481c-9615-683e2082edb8","id":"ebbc7f1d-110c-45bf-9a59-39725b568cf3-bed8b70a-b28e-481c-9615-683e2082edb8","titleHash":"","tag":"","isFrequent":false,"uv":0},{"question":"May I switch service types for my orders?","answer":"

Once the orders are checked out and paid for, service type may not be changed. Due to the differences in payment and handling processes, Ezbuy/Prime/ezShop/ezShip orders are separate checkouts and may not be consolidated together.

Prior to the checkout of the orders, service types may possibly be changed as of below:

- May I change an Ezbuy order to a ezShop order?

Ezbuy orders are items which are listed on our website, while ezShop orders are those which are from external websites. Service types may not be changed, unless you find a similar item from an external website and paste it back to our Search bar.

- May I change an ezShop to an Ezbuy order?

Conversely, you may use keywords of the item to search on our ezbuy website.

- May I change an Ezbuy order to a Prime order and vice versa?

Prime is only for items found in Prime shop. If you see that the item is eligible for both Ezbuy and Prime, you may select the service you would like to use by clicking on the options.

- May I change an ezShop order to a Prime order?

For Prime Lite and Prime Annual members, you may use the Wishlist function to add non-Prime items into Prime. For more information, please refer to [Prime Wishlist] section.

","hash":"ebbc7f1d-110c-45bf-9a59-39725b568cf3-4d85236f-4297-4513-bfe6-9121bec84095","id":"ebbc7f1d-110c-45bf-9a59-39725b568cf3-4d85236f-4297-4513-bfe6-9121bec84095","titleHash":"","tag":"","isFrequent":false,"uv":0}],"icon":"https://i.ezbuy.sg/FpO0Q7qe2W4BztfDjAxl_b3F_LIN"},{"title":"Definitions (Costs & Fees)","DOMid":"faq_6565e1a8-26ae-427c-8965-53906b1edf2f","tag":0,"titleId":"6565e1a8-26ae-427c-8965-53906b1edf2f","faqs":[{"question":"Product Price","answer":"

The price of the item itself, not inclusive of the additional costs as stated in this FAQ section.

","hash":"6565e1a8-26ae-427c-8965-53906b1edf2f-52e8d74b-dd75-4b23-aefa-b48123e8f11c","id":"6565e1a8-26ae-427c-8965-53906b1edf2f-52e8d74b-dd75-4b23-aefa-b48123e8f11c","titleHash":"","tag":"","isFrequent":false,"uv":0},{"question":"Domestic shipping fee","answer":"

The shipping fee charged by the seller to send the item to our overseas (China) warehouse.

The domestic shipping fees captured by our system upon checkout may not be accurate. The seller would let us know the accurate domestic shipping fees when we are placing the order. You will get the extra refunded or need to pay the shortage. You may de-select the column upon checkout before clicking PAY NOW if you wish to be informed about the domestic shipping difference before we deduct from My Available Amount.

","hash":"6565e1a8-26ae-427c-8965-53906b1edf2f-6e17c8e1-08d2-46b7-9679-6586598f2b27","id":"6565e1a8-26ae-427c-8965-53906b1edf2f-6e17c8e1-08d2-46b7-9679-6586598f2b27","titleHash":"","tag":"","isFrequent":false,"uv":0},{"question":"Service fee","answer":"

ezbuy charges service fee based on the total value of product payment and international shipping fee. The rates are 4%, 6%, 8% for SVIP, VIP, normal members, respectively. You may refer to Membership level for further explanations.

","hash":"6565e1a8-26ae-427c-8965-53906b1edf2f-02026900-303e-4347-a885-631c66d4e729","id":"6565e1a8-26ae-427c-8965-53906b1edf2f-02026900-303e-4347-a885-631c66d4e729","titleHash":"","tag":"","isFrequent":false,"uv":1},{"question":"International shipping fee","answer":"

The shipping fee charged by ezbuy to send the item from our overseas(China) warehouse to Malaysia.

You may refer to [Shipping Rates and Durations]for more information.

","hash":"6565e1a8-26ae-427c-8965-53906b1edf2f-2dbd4f28-6558-4835-89f0-2106612d9057","id":"6565e1a8-26ae-427c-8965-53906b1edf2f-2dbd4f28-6558-4835-89f0-2106612d9057","titleHash":"","tag":"","isFrequent":false,"uv":0},{"question":"Home delivery fee","answer":"

The home delivery fee are charges to deliver the parcel to the provided delivery address .

You may refer to [Home Delivery Services] for more information.

","hash":"6565e1a8-26ae-427c-8965-53906b1edf2f-3a85656a-0a4c-4022-a49b-bb1f71821adc","id":"6565e1a8-26ae-427c-8965-53906b1edf2f-3a85656a-0a4c-4022-a49b-bb1f71821adc","titleHash":"","tag":"","isFrequent":false,"uv":0},{"question":"Value-added services (ezShip)","answer":"

While we only help to receive and ship your parcels for ezShip service, we do offer a few value-added services:

- Photo-taking (For China only)

- Remove sensitive item from parcel (For China only)

You may refer to ezShip > [Value-added services (ezShip)] for more information.

","hash":"6565e1a8-26ae-427c-8965-53906b1edf2f-dcf50bf1-a0bd-467b-a643-0643abf6b600","id":"6565e1a8-26ae-427c-8965-53906b1edf2f-dcf50bf1-a0bd-467b-a643-0643abf6b600","titleHash":"","tag":"","isFrequent":false,"uv":0},{"question":"Other Admin Charges","answer":"

Here are some other admin charges that may be incurred as well:

- Returning items to seller

- Shipping method change

- Parcel split handling fee

- Remove sensitive item

- Change of parcel delivery address

You may refer to Orders> [Other Admin Charges] for more information.

","hash":"6565e1a8-26ae-427c-8965-53906b1edf2f-1d92e941-9349-4c79-8fd0-139cdd16bef9","id":"6565e1a8-26ae-427c-8965-53906b1edf2f-1d92e941-9349-4c79-8fd0-139cdd16bef9","titleHash":"","tag":"","isFrequent":false,"uv":0},{"question":"Storage fees","answer":"

Storage fees may be incurred for items/parcels which are stored in our overseas (China) and local (Malaysia) warehouse.

You may refer to Policies > [Storage Policy] for more information.

","hash":"6565e1a8-26ae-427c-8965-53906b1edf2f-5331260d-85e9-4386-8644-633ea30ad724","id":"6565e1a8-26ae-427c-8965-53906b1edf2f-5331260d-85e9-4386-8644-633ea30ad724","titleHash":"","tag":"","isFrequent":false,"uv":1}],"icon":"https://i.ezbuy.sg/FhhixfFnXyfH2skUujVIOUPIgkMw"}]