FAQ

What are my payment options? 

Online purchases are made easy and secure with a selection of payment options, including credit card (Visa and MasterCard). Unfortunately, at present, we cannot accept gift vouchers or store credit for online purchases. 


Is buying online safe

Verified by Visa and MasterCard Secure Code protect your transactions when you're shopping online. Register for either of these free services and your purchases are guarded using your own personal password, which acts the same way as using your PIN or signature when you buy an item over-the-counter in a store. This verifies your identity when making your online purchase, ensuring payment is safe and secure.

Any personal information you disclose to us is handled with the strictest confidence in accordance with our Privacy Policy. In addition, we provide after-sales support in Klang-Valley area. 

What is "CVV"? 

On MasterCard or Visa  the CVV is the last 3 digits on the back of the card.


Are there benefits to registering with ONKING eGO

  • Free Membership
  • Earn & Redeem points
  • Members-Only Sales 

When you Create An Account with us, you'll benefit from a faster and easier Checkout process. Simply select Express Checkout, log in and your registered details automatically appear in the Checkout form.

Other advantages include: view and track your order; check your purchase history; save products of interest to your Wish List; and update your personal details.


What happens after I have completed payment online successfully?

After you place an order with us, you'll receive an order confirmation email with the details of your order, followed by a tax invoice for proof of your purchase. If you have any queries regarding your purchase, please Contact Us.



Delivery


What is the cost of delivery?

We deliver to your home or office, anywhere within Malaysia, via our store network. Products are dispatched from your nearest Onking Stores and usually shipped within one (1) to five (5) days, or up to Fourteen (14) Business days for Peninsular Malaysia. Onking e-Go member, you can track its progress via My Order.

The delivery fee is calculated by the size and weight of the items, plus the distance to the delivery address from a fulfillment location. Multiple items can be fit into one box.

You can work out delivery costs for your purchase using the delivery cost calculator in Shopping Cart. Otherwise, delivery costs will be automatically calculated in Checkout and displayed as a line item in your costs.


Do I have to be home to receive my items? 

Yes. All deliveries must be signed for when you receive them. If you are unable to take delivery of your items in person, or if you have not received them within a reasonable period, please Contact Us.

How do I track my order online? 

As a Onking eGO member, you can log in and check on the status of your order online via My Orders.

To register as a member, go to Create An Account and follow the instructions.

Will my order, which includes a few items, be delivered in the one box? 

On occasions, when a number of items are purchased in a single order, they may be sorted into separate boxes and arrive with different deliveries. Therefore, all of the items in your order might not be delivered on the same day.


What happens if I'm not at home to receive my purchased items? 

If you are not available to take delivery of your parcel, a delivery slip with further instructions will be left in your letterbox.


What if I receive a damaged parcel, the wrong items, or don't receive my order at all?

If you believe there is damage to the products you've ordered, the incorrect items have been delivered, or your order hasn't arrived within the specified time frame, please check Returns.


Can I order online and pick up my order in-store? 

Yes, Only applied for Klang-Valley customers

When buying online, you have the option to pick up your order from a Onking Stores. It's quick, convenient and free. 

  1. During checkout, select "Pickup from Store (FREE)" and select your preferred store.
  2. After your order is placed, you will receive an order confirmation email with your order confirmation number (this is usually sent out within 2 hours).
  3. Once the store has confirmed your order and reserved the stock, you will receive an email when it is ready for collection.
  4. Bring your order confirmation number to the store you selected for pick up, along with NRIC to place orders.
  5. Speak to someone from our staff and your order should be processed in minutes.




Warranty/Refunds


What can I do if I have a problem with my new items? 

Please go to Returns and follow the return procedure.

What is Onking eGo's online refund/exchange policy? 

We want you to be completely satisfied with your purchase and suggest that you inspect your items upon delivery or pick-up, to ensure you are happy with their condition and operation. If you're not content with the state of your new purchase, please refer to our Refund and Exchange Policy.