Frequently Asked Questions (FAQ)
1. MY ACCOUNT
1.1 Can I make a purchase without register my details on Labmallx?
:: Yes, you are require to create an account as your information is needed to get through ordering and delivery process
1.2 What are the benefits of buying from Labmallx?
:: You have instant access to all our available products information such as available quantity, delivery information as well as price and promotion.
1.3 How do I change my account information, password & preferences?
:: Once you have login, you can change your information in your “Dashboard” under “Account Details”.
2. PRODUCTS & STOCKS
2.1 I can’t find the product I’m looking for, what should I do?
:: You may drop us a message via contact us form and our customer service team will further assist you.
2.2 Do all products listed have available stock?
:: Available stock will be remark with “Ready Stock” or “Limited Stock”.
2.3 Can I place orders for Pre-Order/Out-of-Stock items?
:: Products with available stock will be indicated as ‘Ready Stock or ‘Limited Stock’.
2.4 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.
2.5 How long will items remain in my shopping cart before it is deleted?
:: For returning customers who already have an account with Labmallx, your cart will remain for up to 60 days, however any item that are out of stock before your order is placed will be notified for your further action
2.6 What is the warranty period for equipment?
:: Please refer to Terms of Sales for more details on Warranty conditions
3. QUOTATIONS AND ORDERING
3.1 Can I request/create an online quotation in Labmallx?
:: 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.
3.2 Do you have a minimum order?
:: No. We encourage you to combine your items into a single order. RM600 and above to enjoy the FREE shipping privilege across Peninsular Malaysia.
3.3 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.
4.1 What payment methods do you accept?
:: Credit Card, Debit Card (Visa, Mastercard), FPX and eWallet.
5. SHIPPING AND DELIVERY
5.1 What are the charges for shipping and delivery?
:: Delivery charges may vary and will be included upon checkout. Except for Sabah and Sarawak, all international shipping requires a request for quotation. No delivery charges for self- pick up.
5.2 Where are your packages shipped from? And how long does it take you to process an order before it is dispatched?
:: All products will be shipped from our warehouse at Puchong, packing and dispatching to forwarding agents will take up to 2-3 days after payment is made.
Shipment and delivery from the Forwarding Company to your receiving address is not regulated and controlled by LabMallX. We are not responsible for any mishap to the packages such as damaged or loss of the packages.
5.3 Do you ship packages internationally?
:: Yes, for international package kindly message us for more details.
5.4 Can I add/edit the shipping address preferences / ship to a different address?
:: If you have previously purchased direct from Labmallx, the shipping information already stored in our system will be the default address linked to your 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.
5.5 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. We will contact you for the collection schedule which shall be done within 3-5 working days from the notification given.
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.7, Jalan BP 4/8, Bandar Bukit Puchong, 47120, Puchong, Selangor.D.E, Malaysia.
5.6 My order estimated delivery date has passed due, and I have not received my product, what should I do?
:: Please drop us your order number via message form and our customer service team will further assist you.
5.7 How can I track my order?
:: Once you have login, you may track your order under “Account Information”
5.8 How can I change my order after it’s been placed?
:: 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 Labmallx. Please contact customer service if you have trouble managing your shipping preferences.
6. DELIVERY ISSUES
6.1 I have received the incorrect products.
:: If you have received the incorrect product, we will have the right product sent to you promptly. To return the incorrect product, we will send you shipping documents to attach to the carton and will arrange for our courier to collect the package at a time that suits you.
6.2 Some of my items have been damaged in transit, what do I do?
:: Please notify your delivery driver upon receipt, ensuring they record it then contact us within 48 hours of delivery.
We will need a description of the damages and pictures of the damaged items/packaging. This information is very helpful to us in assessing how we package our orders and helps prevent similar problems in the future.
6.3 I have received extra products I did not purchase, what do I do?
:: You may drop a message to us with your order number and we will arrange our delivery team to collect at your place.