INFORMATION QUESTIONS

FREQUENTLY ASKED QUESTIONS

Order

How do I place an order?
  1. Register yourself an account.
  2. Start shopping! (Browse for items through the Category menu / Search for product using Search Bar).
  3. Choose your product, check product information and availability and select product quantity.
  4. Proceed to Checkout.
  5. Select shipping method, payment method and enter the promotional/coupon/voucher code (if any).
  6. Finalize purchase and revise your order summary before place order.
  7. Check mailbox for confirmation email.
Can I make changes to an order I already placed?

Please contact to our customer service at cs@royalduck.com.my to check for the order status. Orders may subject to additional charges.

I forgot to apply voucher; can you apply it for my order?

We unable to amend for the order already placed, all purchased are subject to a one-time payment. Please make sure to apply voucher and promo codes when placing an order. Any unused voucher/promo code you may use it on next purchase.

Can I cancel my order?

You will request to drop us an e-mail with the reason for canceling the order, order number and payment receipt at cs@royalduck.com.my. The order cancellation approval subject to the reasons and order status. Royal Duck reserve the right to reject the cancellation request.

Where can I get coupon/voucher codes?

Visit our website or Facebook page for exciting deals.

Payment

Which payment methods does we accept?

We integrated “eGHL” as our payment gateway. We accept payments through the following methods:

  1. E-Wallets: Touch'n Go
  2. Online banking for Malaysian banks.
  3. Credit & Debit Card (Visa / Master)
  4. QR Code (Beneficiary Name): PG Lean Hwa Trading Sdn Bhd

Delivery / Pickup

Can I select courier service company for delivery?

Yes, you have the flexibility to choose the available shipping method based on your location.

*Note: each shipping service has its own shipping rates, which may differ based on their respective charges.

How much of the shipping fee?

The shipping fee depends on several factors, including the total size and weight of the parcel, as well as the delivery address. The shipping fee will be automatically calculated when you fill in your shipping details on the checkout page.

*Note: the delivery speed may vary among different shipping services.

What is the duration it takes for Royal Duck to deliver my order?
  1. Express Delivery: 1 working days (excluding weekends and public holidays) via Grab or Lalamove which you will receive on the same day we ship out the parcel.
  2. Normal Delivery: 1-2 working days (During Peak Period our delivery might be delayed)
  3. Wholesale Delivery: 2- 5 working days (Kindly drop us an email at info@royaduck.com.my)
I was away at the time when the goods were delivered to me, what should I do?

You will receive delivery notification or calls from delivery personnel before deliver. Goods will be returned to warehouse if you fail to answer or accept the delivery after these attempts.  Re-delivery charges might impose after the unsuccessful delivery.

I have yet to received my order within the delivery time stated above, what can I do?

Please contact our customer service at cs@royalduck.com.my with your order number. Our customer service is glad to help you.

Am I able to self-collect goods directly from company?

Yes, we do provide self-collect. Our office located at Sungai Bakap, Jawi. Appointment must be made before the collection. Thank you!

Return & Refund

I realised that I have ordered the wrong items only when the good is delivered to me, can I request for an exchange?

Unfortunately, goods sold are not exchangeable. Kindly check your orders at the order summary page before checking out.

How to get my refund?

The refund may be in voucher/web credits and subject to the return and refund process. The refund amount will be the amount paid for the product after discount or voucher/coupon code applied. Delivery charges will not be refunded.

Is my order eligible for a cash refund?

Orders are not eligible for a cash refund unless stated otherwise.

INFORMATION ABOUT US

CONTACT US FOR ANY QUESTIONS