ORDER AND DELIVERY
What are my shipping charges?
- Free Shipping for orders with a minimum spend of RM300 (West Malaysia), or RM400 (East Malaysia).
- RM8 delivery charge is applicable for orders less than RM300 (West Malaysia).
- RM15 delivery charge is applicable for orders less than RM400 (East Malaysia).
- Your order will be delivered within 5 - 7 business days from the date of order placed.
- Tracking information of your order will be sent to you once your shipment has been dispatched.
- Import Taxes: Please be aware that orders from outside of Malaysia may require you to pay import taxes upon receipt. my.gearup.shop is not responsible for paying any additional customs fees or taxes.
What is the usual delivery time, and when do you deliver?
- Order Processing may take up to 2 business days.
- Order Delivery will usually take 1 – 3 business days.
- Orders are processed by 11am each day. For orders sent in after 11am, processing will start on the next warehouse business day.
- Orders are only processed Mon – Fri. Orders received on Sat or Sunday, will be processed starting Monday.
- Orders are delivered Mon – Sat, 9am – 10pm.
What is my order status?
- Check your order status here.
Can I change or cancel my order after confirmation?
- Amendments or cancellations cannot be made once your order has been created.
How do I know if my order went through successfully?
- Check your order history here.
How do I track my order?
- You may get order's tracking information here. Your shipment's tracking code will be sent to your email address as well.
What should I do if my order hasn’t been delivered yet?
- Check your order status here.
- If your order status is ‘Shipped’, you may track your order by putting in the tracking number into Google Search.
- If you need any assistance, feel free to contact us at email@example.com with your Order Reference No.
What happens if I missed my delivery?
- We will attempt to re-deliver one time, after which, customer service will be in touch to help you decide what to do with your parcel.
- Please note that additional re-delivery fees will apply.
- All unclaimed parcels exceeding 3 months will be cleared and no replacements/reimbursements/refunds will be made.
Why is my order late?
We always aim to deliver your order within our standard delivery times, but sometimes delays can occur due to factors such as:
- Your order was shipped during a massive sales/promotional season
- Your order was placed during a local public holiday
- There were unpredictable circumstances beyond our control
Can I request for my parcel to be left outside my home / residence / etc., if I am not available to accept the delivery?
- This is allowed but not encouraged, as a signature is required upon delivery. We will adhere to your requests / instructions, however, we will not be able to reimburse or replace your order if it is not received on your end.
How do I change my delivery information after placing an order?
- You will not be able to amend your delivery information after the order has been submitted.
- Please contact us at firstname.lastname@example.org with your order no. and information, and we will look into it.
- Shipping delays may occur for delivery address amendments.
- If the order has already been processed and is en route, we may not be able to retrieve it, so please contact us as soon as possible if a change is required.
What should I do if I received a wrong/defective item, or missing item in my order?
We are sorry for the inconvenience caused, and we will do our best to rectify the issue. Please email us at email@example.com within 30 days of the delivery date with the following information:
- Your Order Reference No.
- The product code of the wrong/defected item received
- Photo of the wrong item or defect
Our Customer Service team will get back to you as soon as possible on the next steps. If you are required to return the wrong/defective item(s), you’ll be sent a return postage label to return your order with. Please make sure your items are unworn, unwashed, unaltered and still have their original tags on.
Do you deliver internationally?
- Yes, we are delivering within US. Click here to go to the US store.
- Please note that due to the size and scope of our worldwide available product range, we do not necessarily carry the same products in different markets.
What do I do if my question isn’t covered here?
Write in to us at firstname.lastname@example.org and we’d be happy to help you out ☺