Help & FAQs

Online Order FAQs

Q. How do purchase my order on the site?

To purchase your order:-

1. Click “Add to cart” button on the products you wish to purchase.
2. Click “Continue Shopping” to continue to add other products into the cart or click “Checkout” to proceed your payment for the products.
3. You'll reach checkout page where you need to log in your account using your Username and Password. If you don't have an account created yet, you need to register an account before you can proceed with payment.
4. You'll need to confirm your  “Shipping Address”  and the "Billing Address" from the left confirm.
5. Next, you'll need to select your shipping method and payment method.
6. Finally, you'll need to reconfirm your billing details and agree on the terms and conditions.
7. Click “Confirm Order” to complete the order.

Please refer our guideline for more information

Q. What can I do if my payment fails for the order and how to reorder?

Please reorder your item and make a new transaction. Kindly refer our guideline

Account

Q. How do I register an account? 

Select 'Account' at the top of the homepage, then select 'Register' to sign up for an account.

Q. I would like to close my account 

To close your account, please contact Customer Support for assistance.

Q. I would like to unsubscribe from the newsletter 

To unsubscribe from our newsletters, select 'Unsubscribe' on your profile page.

Q. How to change my account personal information and shipping address?

Log-in your account → Click on “Account ” → Edit your account information and Shipping address here.

Q. I forgot my Password for my account. What should I do to retrieve it?

1. Click on “Forgotten Password?” and fill your email that used to register the account in the box.
2. Click Submit.
3. A verification token will be sent to you. Once you have received the token, you will be able to choose a new password for your account.

Payment 

Q. What methods of payment do you accept?

Credit Card or Debit Card

• via RazerPay Online Payment Gateway
• via eGHL Online Payment Gateway
• via PayPal Online Payment
• via e-Wallets

Cheque or Bank Transfer

• Bank: MAYBANK (Swift Code: MBBEMYKL)
• Bank Account: 512053-007653
• Account Name: ATKC Hardware Trading SdnBhd (836639-K)

Q. When will I be charged for my order?

Payment will be processed immediately following a successful transaction.

Q. What is the product's transaction currency?

All products transaction currency will be done in Ringgit Malaysia (MYR)

Q. Are my personal details safe?

Yes, read more about our commitment to protecting your privacy and personal information in our Privacy Policy.

Returns and refunds 

Q. What is your return policy?

To learn all about our returns process, please view our Return Policy.

Q. I have received the item is a damaged or faulty condition, can I replace it?

If you have received a damaged or faulty item, please contact or email us at [email protected]. We will assist you in replacing your product or process a refund.

Q. I have changed my mind, can I return the item?

Yes, you can return an item if you have changed your mind.  Please view our Return Policy.

Q. Do I have to pay for the postage or delivery cost of returning an item?

For a change of mind, if you are unable to return the item to our stores then you will have to cover the postage or delivery cost of returning the item.
If you have received a damaged or faulty item, we will cover the cost of return. Please notify us immediately.

Q. How will I receive my refund?

Your refund will be processed back into the same account you used to make the purchase. Please view our Return Policy.

Q. How do I return a large item?

Please contact or email us at [email protected]

Q. The item I ordered is the wrong size or color, will you exchange it?

If the item you received is the wrong size or color, please contact or email us at [email protected] to organize an exchange.
Please refer to our Return Policy under line Return Policy Exceptions.

Orders and Delivery 

Q. Are all in-store products available online?

There are selected products we keep in-store that are not available to purchase online, and need to be purchased in-store. If you need help, please kindly refer to our support helpdesk at our stores for delivery arrangement.

Q. If so, what about the online order products?

Yes, there are also selected online products that are not available in our local stores. Our extended online range gives customers access to thousands of products from our network of suppliers. These orders are available via dropshipping, directly from the source to you; or collect-and-go, where we ship directly to you from the supply source.

Q. How much does delivery cost?

Delivery costs are calculated at the time of checkout. They vary based on the type of service or size of the vehicle required to deliver the product, as well as where It is being delivered.
Please refer to our Shipping & Delivery Policy.

Q. How long will my delivery take?

It depends on the products of your order.  Usually delivery takes 3 - 5 day. For information, please view our Shipping & Delivery Policy.

Q. How long the handling progress usually take?

Usually will take 2 - 3 working days. 

Q. What if the product I want is not able to be ordered online?

Please contact or email us at [email protected]

Q. Can I cancel my order?

Yes,  only if the order is still on pending status.

• Please email our online support team at [email protected] with the message title “Request to cancel order” for order cancellation.
• Orders that are in shipping or shipped will not be canceled.

Q. Can I make changes to my order?

Yes, you can make changes to your order as long as it has not delivered. Please contact customer support at [email protected], who will assist you with any changes.

Q. My order has not arrived, what should I do?

If your order has not arrived, please contact Customer Support at [email protected] and we will look into it for you.

Q. Do you offer same-day delivery?

Please refer to our Express Delivery arrangement under Shipping & Delivery Policy.

Q. What are Special Orders?

Special Orders allows you to choose from an even bigger range that is currently not available in our product listing. Please contact us for assistance. 

Q. Who will deliver my order?

We use a range of different freight and transport providers depending on the type of product and where it is being delivered.
Please view our Shipping & Delivery Policy.

Q. Can I change my delivery address after submitting an order?

Yes, you can change your delivery address. Please contact customer support at [email protected] for assistance.

Q. I am missing a product from my order, what should I do?

If you are missing a product from your order, please contact customer support at [email protected] for assistance.

Q. I have received the wrong item, what now?

If you have received the wrong item, please contact customer support at [email protected] for assistance.

Q. Does someone need to be home to accept delivery?

If you would not be home, you can give the logistic provider or transporter authority to leave the delivery. The provider will then supply proof of delivery note, including a photo of the item and its placement. 

Q. Do you offer click and collect?

Yes, you can buy products online and pick them up in-store.

Q. Can someone else pick up my order on my behalf?

Yes, someone else can pick up your order on your behalf. They will need to provide a copy of the order confirmation in-store when collecting your order. Please notify us of prior collection.

Q. Do you deliver overseas?

For overseas orders, please kindly contact customer support at [email protected] for delivery arrangement.

Q. Can I order from overseas and have the product delivered to an address in Malaysia?

Yes, you can order products from overseas and have the items delivered to Malaysian addresses.

Q. I am having trouble ordering online, can you help me?

If you are having trouble buying products online, contact customer support at [email protected] for assistance.

Help 

Q. I cannot sign into my account, can you help? 

If you're having trouble signing into your account, please contact us for assistance.

Q. I have forgotten my user name, can you retrieve it? 

If you've forgotten your user name, please contact us for assistance.

Q. How can I contact you to ask a question or provide feedback? 

You can contact our customer support at [email protected]

Q. I still have doubts!

Do not worry about it. Please kindly email us at [email protected] or call us at +603-3181 8870, and our online support team will be more than happy to assist you.