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FAQs

General Queries:

1. Do you have a catalog?

Currently, we do not have a catalog either in soft or hard copy. New products are being added regularly, almost on a daily basis while discontinued products are also being up-dated regularly making it not practical to have a catalog. Besides, with the product ranges and styles that we are carrying, the product catalog will be too big to download.

However, if there is any particular product that you are interested in, please feel free to contact us and we will be happy to help you locate it.
Contact Us: https://www.factoryb2b.com/contact_us

 

2. How to calculate the shipping cost?

Shipping cost is calculated based on the weight and dimension of the product(s) including its packaging. The product shipping weight is always stated on our website page for your convenience. If there are any differences, it is due to shipping agents such as  GDex, Poslaju (EMS), who apply volume metric in calculation of parcel weight.

Shipping charges are calculated based on the weight of the product(s) including packaging.

- For Poslaju/ GDex mail (within Malaysia destination only)
Rates are charged for every 1kg.
Example:
for package weight 0.65kg, it will be rounded up to 1kg
 

3. Can I collect the product/ package from your shop?

Yes, but please complete your order online first together with the payment or by C.O.D.
Do a remarks on your order & you will be contacted for pickup once order is ready.

 

4. What are the currencies that factoryb2b  accept?

Currently, we only accept Ringgit Malaysia and RMB (Reminbi). Ringgit Malaysia is used as the official currency for all calculations. Please be reminded to check on the conversion rates before making payment as the rates are updated on a regular basis.

 

Payment Queries:

1. What are the payment options/methods available?

There are a few payment methods available for your convenience such as Bank Transfer, Cash on Delivery (COD):
(https://www.factoryb2b.com/payment-methods-type-local)

 

2. Where can I check to know the amount to make my payment?

To know how much you need to pay for your order purchases, login to your account and click on List My Orders and then click on the order number to find out how much you need to pay for the order
(https://www.factoryb2b.com/order)

 

3. Can I make payment upon receiving my orders?

Yes, but cash on delivery (COD) are applicable only to area listed below:

- WP Kuala Lumpur

- Selangor

- Penang

- Putrajaya

- Johor Bahru

 

4. What is my credit balance now?

To check your latest credit balance statement, you can login to this link,
https://www.factoryb2b.com/account-transaction

 

5. I have made my payment already but my orders still shows no incoming payment for it?

If you have choose to make payment for your orders by Bank Transfer, you are required to fill the payment form as details below to enable us to find your incoming payment.
Bank transfer - https://www.factoryb2b.com/index.php?route=notification/notification

Please provide us a scan copy of the transaction slip or a screenshot on the transaction details to expedite the payment process.
https://www.factoryb2b.com/contact_us

 

6. How long does it take to refund money to my credit card account?

Refunds, if any upon requests from you, will usually take about 1 to 3 working days from date of approval for refund, to reflect in your credit card account.

 

Shipping Queries:

1. Can I have free shipping? Are all the items on Free Shipping?

Free shipping is applicable for selected products. Items with the Free Shipping as show below have zero shipping costs regardless of item quantity or your location. We choose the shipping method best suited to the package size and shipping destination.

 

i. You can choose from using GDex or Poslaju (EMS) to ship for your orders. 
Alternatively, you can choose to use your own courier account by informing the Customer Relations a valid shipping account with link below:
https://www.factoryb2b.com/contact_us

 

2. Will the package be delivered to my home/office address? Will I be notified by the courier?

Yes. It will be delivered to address stated on your shipping details if you have provide a valid and updated contact number so that you could be within reach at all times. Failing to contact you, the courier will send Factoryb2b notification to assist in contacting you.

 

3. When will my order be shipped after confirmed?

For orders shipped from Malaysia branches, generally the order will be shipped out within 1 to 2 working days.

Unless otherwise specified differently for the shipping time of a particular product or a larger order, the normal estimated shipping time from our different branches.

 

4. When would my package arrive?

The total package delivery time for your order is the period of time from when your order is confirmed until the time you receive it. It is separated into two parts: the processing time and the shipping time.

Processing time: Once your order is confirmed, the total processing time generally is 1 to 2 working days for items shipped from Malaysia.

Processing time includes selecting items, quality control checks and packaging. Please note that large orders with multiple items may take longer to process and pack.

Shipping time: This is the time from when the parcel leaves our warehouse until it arrives at your designated destination. Please refer to the guide as stated below on the shipping times for the various shipping agents.
 

·         Poslaju - 1 to 2 days

·         Nationwide - 1 to 2 days


Example: If you purchase an item shipped from Malaysia and you choose to ship by Poslaju, this will be the estimated arrival time of your parcel.

 

5. My tracking number provided is not working
The courier company might take up to 48 hours to update the tracking number into the tracking system. Please contact us again if you are still unable to track your order. https://www.factoryb2b.com/contact_us

 

6. Damaged or Missing Items

You are required to make a report to us on damaged or missing item(s) in your package within 24 hours upon receipt of the package. We will not entertain any complaints for damaged or missing items after the 24 hours time frame.

Shipping services providers such as Poslaju (EMS), GDex and will only cover the value of the goods as declared on the shipping invoice if the package is missing or damaged by the shipping agent during the transporting of your goods.

 

7. The courier service contacted me. My package is missing. Am I going to be refunded?

We will need some time to investigate with the courier service provider and other relevant parties to check on the status of your shipment in order to ascertain that your package is really missing and the cause of it.
Please give us sometimes and we will resolve it in for you.

 

Order Queries:

1. I Want to Order Some Product

You need to register with factoryb2b before placing orders from us.

Any products added to your online cart remain there until you remove them, or check out and made payment for it

 

2. How can I add items for my order? How can I remove some item from my order?

Please send us a message at this link here: https://www.factoryb2b.com/contact_us and provide us :

your order number

- the product ID and

- the quantity that you would like to add/remove from your order. And we will amend your order as requested.

 

3. I want to change my address details/shipping courier/payment method.

Yes, it is possible to change address details/shipping courier/payment method, and it is advisable to inform us before you proceed to make the payment for the order. Please send us a message at this link here: https://www.factoryb2b.com/contact_us

 

4. Is it possible for me to cancel my order and get my refund?

Order cancelation can be done for your order. Please refer to the Terms & Condition that applies for cancelation request,

https://www.factoryb2b.com/contact_us

 

5. Can I combine 2 of my orders together in one shipment? Can I separate my order to 2-3 packages?

Yes, you can combine 2 orders for one single shipment. In some circumstance, this arrangement is not possible due to the permitted weight & dimension of the package shipment determined by the shipping agent. We will let you know if necessary.

Yes, you can separate the order for more than 2 packages and you need to make the extra payment for the shipping cost for each package charges.

 

6. What should I do immediately upon receiving my parcel?

i. Signing the delivery note, customers are advised to do the following:
ii. To check the package condition and the tracking number first to match with Factoryb2b
iii. If the package show signs of external damages or looks like it has been tampered with, please open it in the presence of the postman or delivery personnel and check the products inside to ensure that the product are not damaged or missing.
iv. Any damages should be reported immediately and directly to the postman or delivery personnel. Take some clear pictures of the package and items you received and email to us within 24 hours upon receipt of the package.
v. Customers are immediately advised to proceed to make the claim from the post office for the parcel.
vi. Customers always have the right to reject any packages that have been wrongly delivered to them.

 

7. ​What should I do immediately upon receiving my parcel via Cash on Delivery (COD)?
- Signing the delivery note, customers are advised to do the following:
To check the package condition.
If the package show signs of external damages or looks like it has been tampered with, please open it in the presence of the delivery personnel and check the products inside to ensure that the product are correct and not damaged or missing.
You may reject the package, when you received a wrong product from us as described in the followings conditions:


- Not the same color.

- Not the same design.

- Not the same functions.

- Not the same models.

- Damage /missing parts.


Please email to us within 24 hours upon receipt of wrong item, damaged item or rejecting the package. We will not entertain to any complaint of missing, damaged or incorrect item after 24 hour on receiving the parcel.


8. I received the damaged/missing items in my package. What is the procedure to return/policy of exchange?
You are required to make a report to us on damaged or missing item(s) in your package within 24 hours upon receipt of the package. We will not entertain any complaints for damaged or missing items after the 24 hours’ time frame. Take note that you may also be required to provide us the photos or video files in order to enable us help you resolve the matter promptly. If the product is still within the warranty period, we will either request for return for the defective products and ship you the replacement or get it fixed by our technicians and/or suppliers.

Please kindly refer to the term and condition as below:

 

- Missing Item
- Warranty Terms

 

I received the wrong product in my package. What should I do now?
Factoryb2b offered 100% Money Back Guarantee when you received a wrong product from us.

 

9. Can I exchange my item with the correct one because I buy the wrong model?
Yes, you may exchange the item. You will be required first to return the item to us (Product exchange acceptance may depend on the product availability). You will need to bear the cost of the price difference for the exchanged item, the return and also reshipping cost. As for the returned product, we will also charge you the 30% restocking fee, as the item are no longer acceptable for return to our suppliers/vendors.