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Support Center

We have compiled the most common questions customers might have when shopping on Tboox in this FAQ. You could easily click on any of the options on the below navigation column to make your selection. Still unsure? Our friendly CS agents are here to take your questions at sales@tboox.com. We are also just a call away, at 012 363 7278 (Call/Whatsapp/SMS), Monday to Saturday, 9am to 7pm. Always happy to help!

 

 

Order

How to order?

All items must be ordered through our website, we do not accept any kind of order like e-mail or SMS.
Please refer to the step by step guide below to complete the order through the website :

  1. Add the item into shopping cart
  2. Review shopping cart information
  3. Sign in or register an account
  4. Fill up valid billing and delivery information
  5. Select shipping method
  6. Proceed to payment (Double check your order items, delivery information and total amount)
  7. Make payment by Bank Deposit
  8. Make payment by Cash on Delivery
  9. Make payment by Credit Card (Paypal)
  10. Done! You will be given an order number as a proof of your order confirmation

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Has my order being shipped?

Click the "My Account / View Order Status" link at the top left of Tboox site to check your orders status including whether it has been shipped, and if so an optional tracking number.

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How do I place an order?

Please click here for how to make order.

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How do I contact you?

Please click here for our company contact information.

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Payment

How to make payment?

We accept Visa & Master Card processed through NbePay. We also accept Paypal, Internet Banking and Direct Bank-In.

web/acceptedpayment.jpg

  • Make payment by using NBepay Online Payment (Visa, Mastercard, Maybank2u, MEPS, FPX and etc)
  • We accept Visa, Mastercard, Maybank2u, MEPS, FPX and etc in secured environment using NBepay Online.nbepay.gif

  • Make payment by using Paypal
  • You can send payment manually to our Paypal: admin@tboox.com or using checkout and choose Paypal as your payment option.how-to-order-08.png

  • Make payment by using Bank Deposit (Offline)

    Maybank
    Account Name: Tboox Tech Solutions Sdn. Bhd.
    Account Number: 5128.4851.3000

    Once you have made the payment, please provide us information as following in order for us to verify your payment.

    a) Order Number
    b) Bank in Amount
    c) Date and Time

    You can let us know the information above by using SMS (012-363 7278) or Email (admin@tboox.com). We will process the order immediately once we received the payment and you can receive the product within 3 days after the payment.

    p/s: Balance will be kept into customer's account for next purchase.

  • Make payment by using Cash on Delivery (Offline)

    Cash on Delievery only apply to selected area within Klang Valley. You make payment only when our logistics staff deliver item at your doorstep. Refer below for our service areas/locations:

    isis_cod.gif

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Which credit cards do you honor?

We accept major international credit cards including Visa and MasterCard.  Tboox guarantees that your online transaction will be secure and that your credit information will be protected.  We guarantee that you will not be billed for any additional charges not associated with the order.

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What currency do you charge my credit card?

All transactions, regardless of shipping country, will be charged in Ringgit Malaysia (RM) only.  We hope to provide more currency options for our valued customers in the near future.

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How does CVC work?

The CVC is generated by encrypting the credit card number and expiry date with an encryption key known only to the issuing bank. This number is not stored on a credit card's magnetic stripe, so it cannot be collected during normal offline purchases, and will not appear on any sales receipts or billing statements. As such, the only way to obtain the CVC number is to have the card in one's possession. After entering the CVC during an online transaction, the number is sent to the issuing bank to verify that the card number and CVC match. This validates that the credit card user had the actual physical credit card in hand when they placed the order.

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Where can I find the CVC number?

CVC is a three-digit number located on the back of the card, usually in the signature stripe or to the right of it. On some cards, the CVC number will be printed on the back of the card after a full reprinting of the credit card number, or the last four digits of the credit card number. Please note the CVC number is a different number than your standard credit card number.

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Shipping & Delivery

How to calculate Shipping?

Domestic Shipping (Malaysia)

Tboox accept order and deliver to anywhere in Malaysia. Tboox will dispatch all orders in within Malaysia via ISIS Logistics right to your doorstep, you will be receiving a tracking number from us once your order has been dispatched in within 1 business day.

Peninsular Malaysia

Method

Total Order Amount

Shipping Charges

Duration

ISIS Express

Less than RM100

RM6.00 Flat

2-4 Working Days

ISIS Express

RM100 or more

Free

2-4 Working Days

 

Sabah, Sarawak, Labuan

Method

Total Order Amount

Shipping Charges

Duration

Poslaju

Less than RM100

RM12.00 Flat

5-7 Working Days

Poslaju

RM100 or more

Free

5-7 Working Days

 

International Shipping

We do accept international orders and are able to dispatch to all countries under POS Malaysia coverage, which includes 220 countries in 5 regions. Tboox dispatch all international orders via POS Malaysia - Register Parcel Mail Priority right to your doorstep, you will be receiving a tracking number from us once your order has been dispatched, in within 1 business day.

Method

Total Order Amount

Shipping Charges

Duration

POS Malaysia

Less than RM200

RM35.00 Flat

5-7 Working Days

POS Malaysia

Greater than RM200 and less than RM500

RM20.00 Flat

5-7 Working Days

POS Malaysia

RM500 or more

Free

5-7 Working Days

 

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What courier service will Tboox use if I am shipping my order to Malaysia?

For deliveries to areas inside Klang Valley, Tboox primarily uses Isis logistics for value added service like COD (Cash on Delivery). For deliveries to areas outside Klang Valley, Tboox uses SkyNet or Postlaju. Tracking numbers are provided for all shipments. Tboox will use its discretion to determine the best courier for each order, and reserves the right to change couriers without prior notice.

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Do you provide COD (Cash on Delivery)?

Tboox offer COD within selected Klang Valley area in Malaysia only with no extra handling fees. Please refer to the postcode as below:

cash on delivery

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What courier service will Tboox use if I am shipping my order outside the Malaysia?

For deliveries to areas outside Malaysia, Tboox primarily uses EMS (Express Mail Service), an international express service offered by over 140 postal services worldwide, including the United States Postal Service, Parcelforce Worldwide (UK), Chronopost (France), Australia Post, Canada Post, Singapore Post Limited, and Hongkong Post. However, depending on your order destination, we may also select from a pool of couriers to provide the most suitable delivery service for your specific order. Tracking numbers are provided for all shipments. Tboox will use its discretion to determine the best courier for each order, and reserves the right to change couriers without prior notice.

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How long my delivery take?

We think that you shouldn't have to worry about your goods reaching you, and that delivery should be as convenient and as easy as possible. For that reason we use Isis Logistics, Postlaju, TNT, DHL and other experienced couriers to enable us to get your goods to you via a method that suits you best.

Tboox suggest that the following timelines are an appropriate guide to how long you should expect for your orders to reach you:

Standard Delivery Malaysia 2 - 3 Working Days
Standard Delivery Asia 3 - 7 Working Days
Standard Delivery US & Canada 7 - 10 Working Days
Standard Delivery Europe & Other 7 - 14 Working Days

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Refund & Exchange

How long is your warranty?

Tboox offer a standard 30 day return warranty for product that is determined to be defective. We will happily replace your item at no additional charge. Simply contact us to assist with your exchange. A copy of the receipt is required before the warranty can be processed.

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What can I do if I have found defective or damaged products in my order?

If you receive an item that is damaged or defective, please email us within 3 days of delivery with your order number and a description of the condition of the damaged or defective item. Please note that unauthorized returns may be refused or disregarded.

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If I purchased the items from your dealer?

Items purchased from other sellers must be returned directly to that seller for refunds and exchanges.

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How to Exchange?

You are required to pack the product and do the following steps:

  1. Email or Contact Us with the subject stated "Exchange".
  2. Provide us with your Order Number and product code you would like to exchange and write down the reason for your return.
  3. We will verified your request within 48 hours and reply you for the arrangement ofexchange.
  4. Ifexchange is required, you have to return the product by Post or Walk In. Postage at your own cost.
  5. Once receive the returned product, we will verify again and process for refund or exchange accordingly. Subject to our terms and conditions.

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