FAQs – Team DIY Hardware
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FAQs

a)Account 
Q. How to register an account?
Kindly click the ''profile'', click a ''create account'', fill up all the required information manually or you may register by “Sign-In” through Facebook Account.  

Q. How to place an order?
1. Login to your account.
2. Choose your desired item to purchase, select quantity, and add to cart.
3. Once the product is added, it will appear in the ‘Cart’. You can click ‘View Cart’ to check the product list details to add more quantity or remove the selected product from the list, and click ''Check Out''
4.Select your Shipping Method and Fill up the Shipping Address and Billing Address. Click ''Continue'', select your preferred shipping .
5. Click ''Continue'', reconfirm your shipping address and billing address. Choose your payment method and click ''Place order now''
6. After the payment is done, you can check your order status by clicking the ''Account''.

Q. Why I cannot login to my account?
Click 'Forgot password', and you will receive an activation link via e-mail to reset your password.

b)Order
Q. Why my order is cancelled?
Your order may be cancelled due to reasons such as out of stocks, payment error and so others. Kindly contact our Customer Service for further assistance at https://www.teamdiyhardware.com/a/contact-form. Our Customer Service is available from Monday-Friday: 0830 - 1750.

Q. Can I change my shipping address after placing an order?
Shipping address cannot be amended after you placing an order. It is advisable for you to reconfirm the shipping address before placing an order.

Q. Can I cancel my order?
If you wish to cancel an order, kindly contact our Customer Service for further assistance at https://www.teamdiyhardware.com/a/contact-form. Our Customer Service is available from Monday-Friday: 0830 - 1750.

Q. Can I have the order tax invoice?
Invoice will send to your register email upon your order is completed. 

Q. How to place order for bulk purchase? Can I request for discount?
For any bulk order (Preferred quantities more than the available quantities online) enquiries, feel free to contact us at https://www.teamdiyhardware.com/a/contact-form and our team shall provide you an assistance regarding this matter.

c) Payment
Q. : What is the payment method available?
The payment options that are currently available is online banking.

Q: Can I order via website and make payment at nearby Team DIY Hardware branch store?
All online orders must proceed with the online payment. Your order will be processed once the payment is successful.

Q: Why I do not receive an e-mail notification after the payment is successful?
Kindly ensure the registered e-mail is correct. You may check the email in all mail, spam/junk, and promotion tab. 

d) Voucher
Q: Why I cannot proceed the payment when I have keyed-in the voucher code?
There are several reasons such as:
i.) You have not log in to your account.
Do ensure to register an account and login before applying the voucher code.

ii.) The voucher code has expired.
The voucher code must be use before the stated expire date.

iii.) Incorrect voucher code.
Check spacing (usually not allowed), character errors, spelling mistakes, case-sensitive such as upper-case and lower-case usage and mixing up of the numbers and letters (such as 0/1 become O/I).

iv.) Basket amount less than minimum spending.
Check the minimum spending in the voucher code terms and conditions before applying the voucher code.

v.) The voucher code has been used.
The voucher codes are unique codes which can only be used once in a single transaction regardless of the payment status (successful/failed). They cannot be regenerated once it has been used.

Q: Will you refund the voucher amount if the order is canceled despite the payment is successful?
We are regret to inform that we do not refund voucher amount that has been used.

e) Shipment
Q: How to know my order status?
You may then enter your tracking number to https://easyparcel.com/my/en/tools/easytrack/ view the status of your order delivery.

Q: How to get the tracking number?
Tracking number can be found via registered email from Team DIY Hardware with the title: 'Order Fulfillment'. The tracking number will be given once we have successfully processed your order and ready for shipment.

Q: What is the estimated time for standard delivery within Peninsular Malaysia?

i.)Confirmed orders will be shipped out from our warehouse within 1 - 3 business day(s) if they are placed before 12:00pm, Monday to Friday, excluding public holidays.

ii.) Aside from public holidays, orders placed on Friday after 12:00pm and over the weekend will be processed on the following Monday and shipped out from our warehouse within 1 - 3 business day(s).

Q: Do you deliver to East Malaysia address?
NO. For the time being, we only support Peninsular Malaysia Delivery.

Q: How do I calculate my shipping rates?
We charges a standard shipping fee of RM6.50 for first 5kg on all purchase. An additional RM1.50 will be charges for every subsequent 1KG. 

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