FAQ

Frequently Asked Questions

 
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F.A.Q.

My Account

Do I need to register if I want to buy from your e-store?

No. If you are a new user, your account will be automatically created upon your first order. Just browse the Catalogue, add your items into cart, and checkout! The email address you use to check out will be the username, and a temporary password will be sent to your email. Your information will be automatically saved in the ‘Dashboard’, you can amend and reset your password anytime in ‘Account Details’.

I am an existing customer of Chemopharm. Do I need to register to proceed?

If you have bought from us before but do not have an e-store account, you will need to create an e-store account. You can do this 3 ways:

  1. Making a request via our contact form
  2. Contacting our customer service team via email at estore@chemopharm.com
  3. Calling us at 03-7872 6040 or 03-7872 6050

We will assist you to set-up your e-store account. A verification email will be sent to the email address you provided containing an account login link. Once logged in, please reset your password by clicking on ‘Dashboard’ and ‘Account Details’.

Why do I need to contact you to register an account if I am an existing customer?
If you are an existing customer, it is important for us to link your offline and online account details so that your account details, preferences and any special privileges you already enjoy with us is seamlessly carried over.
What are the benefits of establishing a e-store account?
An e-store account allows you to buy directly from our e-store anytime and anywhere at your convenience. You will also be able to view and manage orders, browse our catalogue, generate quotations, easily place repeat orders and view order status at your fingertips.

E-store customers also have instant access to discounts and promotions only available via the e-store and is automatically enrolled into our exclusive rewards program. Collect reward points for purchases and redeem them against your next purchase. Check out My Rewards for more information.

How do I change my account information, password & preferences?
All your account information and preferences can be managed in your “Dashboard” under “Account Details”. Just make sure to log in first!

Products & Stocks

How do I search for a specific product?
You may browse our products by category, brand, market segment or you can just start your search by entering the product keyword or catalogue no in the ‘Search’ bar on our homepage. Once you have decided on the items, add it to your shopping cart to generate a quotation or check out.
I can’t find the product I’m looking for, what should I do?

Not all of our products are available on our e-store. If you unable to locate the product that you are looking for, please drop us a message and our customer service team will get in touch with you to follow up on your request.

Do all products listed have available stock?
Products with available stock will be indicated as ‘Ready Stock or ‘Limited Stock’.
Can I place orders for Pre-Order/Out-of-Stock items?
Yes, pre-order is allowed. Lead time will be 6-8 weeks and we will ship out as soon as possible once the order is available.
The product was listed as in-stock when I browsed the catalogue, but was out-of-stock when I checked out. What happened?
Goods are reserved and shipped on a first-come-first-serve basis, so it is possible that another customer placed an order for the same item before you checked out. As such, we recommend that you don’t leave your items in your shopping cart for too long, and to check out as soon as possible.
How long will items remain in my shopping cart before it is deleted?
If you are a returning customer and have logged in, items added to the shopping cart or in quotations will remain for up to 30 days. You can still add items into the shopping cart without logging in, but the items will only remain in cart for 2 days on the same device. We encourage our customers to complete the order as soon as possible in order not to miss out our special limited-time deals.
What is the warranty period for equipment?

Please refer to Terms of Sale for more details on Warranty conditions.

Quotations and Ordering

Can I request/create an online quotation in your e-store?
Yes. ‘Generate quotation’ feature is possible for selected registered users under a company account. Once you have logged in, you can select products from the catalogue and create an instant quotation. You will be able to view all your recent quotes in your “Dashboard”. When you’re ready to place the order, just pick up your confirmed quote to proceed to checkout.

Please note that all quotations have a 30-day validity period for all standard-priced items, except for special-promotional items which will subject to the validity of the published promotion. To enjoy promotion pricings, we recommend you to check out as soon as possible before the offer ends.

Do you have a minimum order?
Yes. The minimum purchase value is RM100 for each transaction. Shipping and delivery fees will be charged separately upon checkout. We encourage you to combine your items into a single order of RM250 and above to enjoy the FREE shipping privilege within Peninsula Malaysia.
I’ve placed an order but want to change it, how do I do that?
If you have not checked out, you can change the items and quantity in your shopping cart at any time. If you have already checked out, no changes will be entertained.
How can I track my order?

All your orders can be viewed in the “Orders” tab. Just click on the specific Order No you want to track to view the details. Each order will be marked with the status as below:

  • Processing – Payment received (paid) and order is awaiting fulfilment.
  • Shipped or Ready for Pickup – Order has been shipped out or ready for pickup. For orders shipped by our supported logistic partners (Skynet, Nationwide, DHL & Fedex), an embedded tracking widget will appear on the order details page and you can track the latest shipment status instantly.
  • Delivered – Consignment has been received or customer has picked up their order
  • Completed – Order fulfilled and complete – no further action required.

You will receive a notification email when you have successfully placed an order and when the order’s status changes.

Shipping and Delivery

Do you charge for shipping and delivery?
Yes. Delivery charges may vary and will be included upon checkout.
Where do you ship to? Do you ship internationally?
We can ship anywhere in Peninsula Malaysia, Sabah and Sarawak. We DO NOT ship internationally.
Can I add/edit the shipping address preferences / ship to a different address?
If you have previously purchased direct from Chemopharm, the shipping information already stored in our system will be the default address linked to your e-store account. You can choose to ship an order to a different location by manually entering another address when you check out. However, please note that the alternate address will not be saved. If you would like to permanently change the default billing and shipping address, please make a request here or contact our Customer Service team.

If you are a new customer, just enter the billing and shipping information upon checkout, which will be saved as your default preferences. You can make changes to your billing and shipping information anytime by clicking the ‘Addresses’ tab under the “Dashboard.”

Please note that shipping information cannot be changed after check out. Also, customers who have applied for credit terms or have established credit terms will not be able to make changes to their default address in the e-store. Please contact customer service if you have trouble managing your shipping preferences.

Can I self-collect my order?

Yes, you may choose to self-collect your order at our warehouse. Please select the Shipping Option ‘Self Pickup’ when checking out.

After placing your order, customer service will contact you to arrange a pick-up time when your order is ready. Order collection must be arranged within two (2) weeks from the time you receive notification. Failure of goods collection within the timeframe could leads to void of an order and 30% restocking fees will be charged upon order cancellation.

Restocking fees will be charged upon order cancellation.
When collecting goods, please be sure to bring a printout of your order confirmation. Goods can be collected at the address below:

No.11 Jalan TPP 5/1, Taman Perindustrian Puchong, 47100 Puchong, Selangor

What if I do not receive my ordered goods after the estimated shipping time?
Please write to estore@chemopharm.com or contact us at 03-7872 6040/6050 with order confirmation number and we will do a check for you.
Can I request for shipping in batches from your company?
No, we will not be able to split shipment for all orders in the e-store.

Payment

What payment methods do you accept?

You can make online payment via the following methods:

  • Credit or Debit Card (Visa, Mastercard)
  • FPX (such as Maybank2U, CIMBClicks, HongLeong Connect, etc)
  • eWallet (KiplePay, Boost, TNG eWallet, Wechat Pay, Alipay)

Upon payment confirmation, you will receive the order confirmation email with summary of products ordered.

I already have established credit term with Chemopharm. Can I use my credit term to proceed payment in e-store?
Yes. The credit term can be used for purchases in our e-store. The credit term will be automatically synchronized upon your e-store account set-up. Customers with established credit term can use their existing credit balance to checkout. If your credit balance is insufficient, you can still proceed to checkout via the online payment methods above.
If I do not have a credit term with Chemopharm, can I apply for credit terms?

Yes, you can make a request via our contact form or drop us an email us at estore@chemopharm.com

My Rewards

What is the Rewards Program?
The Rewards Program is a loyalty program that allows customers of our e-store to accumulate points with purchases. Points can then be used to offset future purchases.
How do I collect points?
Customers will be rewarded 1 point for every RM 100 transaction, excluding delivery charges and tax, on the e-store. For example, if you purchased RM 1360 worth of goods, you will be rewarded with 13 points. Transaction value cannot be rounded up to claim points.
How do I redeem points?
Every 1 point = RM 1, which can be used to offset future purchases. For example, 13 points = RM 13, which can be applied as a discount against your next purchase.

Note: Each order is allowed a maximum offset of 10%. For example, if your cart value is RM 200 (excluding shipping and tax), you can offset a maximum of RM 20, or 20 points. Any unused points will remain in your points balance.

Points redeemed are strictly not refundable.

Is there a minimum points required for redemption?
Yes. You will need at least 1 points to redeem an equivalent of RM1 before checkout. Once order is placed, the points used will be deducted from your points balance.
How do I use my points when checking out?
On the checkout page, you will be notified if you have sufficient points and you can choose to utilize your points as an additional discount for your order.
Do the points expire?
Yes. Points are valid for 180 days from the date of order completion. Points validity cannot be extended.
Can I exchange, transfer or combine points?
No, points earned are not exchangeable or redeemable in monetary form. Points also cannot be transferred to other accounts, and points from different accounts cannot be combined. To fully maximize your points, we suggest to centralize all your purchases within an organization to one account.
How do I check my points and when they expire?
You can check your earned points and points transaction history under the “Points” section on “Dashboard.” Please take note all the points will expire after 180 days from the date of transaction.
Call Us at
+603-7872 6040
+603-7872 6050

For Enquiry
estore@chemopharm.com