FREQUENTLY ASKED QUESTIONS
Order
- Register or log in to your account.
- Browse our product categories or use the search bar to find a product.
- Select the product, check product information and availability and product quantity then add it to your cart.
- Proceed to Checkout.
- Enter your delivery details and select your preferred payment methods.
- Apply a promotional, coupon or voucher code, if applicable.
- Review your order carefully before completing the payment.
- An order confirmation will be sent to your registered email address.
Please contact our customer service team as soon as possible at cs@royalduck.com.my or via WhatsApp at 011-1109 1888.
Changes are subject to the order status, product availability and possible additional charges. We cannot guarantee that changes can be made once the order has been processed or dispatched.
Unfortunately, voucher and promotional codes cannot be applied after an order has been placed. Please ensure that the code is entered correctly before completing your payment.
If the unused voucher is still valid, you may use it for your next purchase, subject to its terms and conditions.
Please email cs@royalduck.com.my or WhatsApp 011-1109 1888 with your order number, payment receipt and reason for cancellation.
Cancellation requests are subject to approval and the current order status.
We reserve the right to reject a cancellation request if the order has already been processed, packed or dispatched.
Please visit our website or follow our official social media pages for the latest promotions, vouchers and special offers.
Yes. You may place your order through WhatsApp at 011-1109 1888. Please provide your name, contact number, delivery address, postcode, product name and required quantity.
Our customer service team will confirm product availability, delivery fees and the total amount before processing your order.
Payment
We use eGHL as our online payment gateway. The available payment methods include:
- Online banking through participating Malaysian banks
- Credit and debit cards, including Visa and Mastercard
- Selected e-wallets, including Touch ‘n Go eWallet
- QR payment to PG Lean Hwa Trading Sdn Bhd
The available payment options will be displayed during checkout.
Delivery and Self-Collection
We provide frozen delivery throughout Peninsular Malaysia, excluding Sabah and Sarawak. Delivery availability is subject to postcode and courier coverage. Please contact us via WhatsApp to confirm delivery availability for your area.
Frozen delivery fees start from RM25 and may vary depending on the parcel size, total weight and delivery address. The delivery fee will be calculated automatically after you enter your shipping details on the checkout page.
Note: If no delivery option is available during checkout, the order may have exceeded the courier’s parcel size or weight limit. Please contact our customer service team for assistance.
Orders are normally processed and dispatched within 1–3 working days after payment confirmation. Orders placed during weekends, public holidays or promotional periods may require additional processing time.
Once your order has been dispatched, you will receive the delivery or tracking information.
Estimated delivery times after your order has been processed are:
- Express delivery: Same-day delivery via Grab or Lalamove, subject to location, availability and prior arrangement.
- Normal frozen delivery: Approximately one to three working days.
- Wholesale delivery: Approximately two to five working days.
Delivery times exclude weekends and public holidays. Delays may occur during peak periods or due to courier operations, weather conditions and other unforeseen circumstances.
For wholesale delivery arrangements, please contact info@royalduck.com.my or WhatsApp 011-1109 1888
The courier will normally call or send a delivery notification before or upon arrival. Please ensure that the contact number provided with your order is correct and reachable. 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.
Please contact the courier immediately to arrange a suitable delivery time or appoint someone to receive the parcel on your behalf.
As the parcel contains frozen products, we strongly recommend that someone be available to receive it promptly. If the courier cannot contact you or complete the delivery after the permitted attempts, the parcel may be returned to the courier’s warehouse or to us. Additional redelivery charges may apply.
Please contact our customer service team at cs@royalduck.com.my or WhatsApp 011-1109 1888 and provide your order number. We will check the delivery status and assist you accordingly.
Yes. Self-collection is available from our office in Sungai Bakap, Jawi, Penang.
An appointment must be arranged and confirmed before collection. Please contact our customer service team to confirm product availability and the collection date and time before visiting.
Please note that walk-in prices and promotions may differ from online offers.
Product Condition and Storage
Slight softening may occur during frozen delivery. If the products are still cold and contain ice crystals, place them in the freezer immediately.
If the products are completely thawed, warm, leaking, have an unusual smell or appear unsafe, do not consume them. Take clear photos or videos of the parcel and products, and contact our customer service team immediately for assistance.
Store the products in a freezer at −18°C or below immediately after receiving them.
For safe thawing, place the product in the refrigerator until it is fully thawed. Do not thaw frozen products at room temperature. Once thawed, cook the product promptly and avoid refreezing it.
Always follow the storage, thawing and cooking instructions stated on the product packaging.
Product Issues, Returns and Refunds
Please contact our customer service team and provide:
- Your name and order number
- A clear photo of the courier label
- Photos of the outer carton and inner packaging
- Clear photos or videos showing the affected product
- The name and quantity of the affected product
- A brief description of the issue
Please keep the affected products, packaging and delivery carton until our investigation is completed. Do not discard them unless instructed by our team.
Please report the issue and submit all required photos, videos and order information within 24 hours of receiving the parcel.
Reports submitted after this period may be difficult to investigate and may not qualify for a replacement, refund or compensation.
Unfortunately, products that have been correctly supplied according to the confirmed order are not exchangeable.
Please review the products, quantities and delivery details carefully on the order summary page before completing your purchase.
Approved refunds may be provided in the form of a voucher or website credit, subject to our return and refund policy.
The refund amount will be based on the actual amount paid for the affected product after any discounts, vouchers or promotional codes have been applied. Delivery fees are non-refundable unless otherwise approved.
Orders are generally not eligible for cash refunds unless otherwise stated or approved by the management. All refund requests are subject to investigation and our return and refund policy.