Frequently Asked Questions
Placing and Tracking Orders
Q. How do I purchase my order on the site?
To place your order:
- Select the items you wish to purchase and click "Add to Cart".
- On the shopping cart page, click "X" to close and continue shopping or choose "Check out" to proceed to the checkout page.
- On the checkout page, enter your correct shipping and contact information. It is recommended to register an account for faster future purchases and to enjoy more benefits.
- The system will automatically match the most suitable delivery method based on your region and calculate the corresponding shipping fees.
- Confirm all details are correct, agree to the terms and conditions, and click "Place Order Now".
- You will be redirected to iPay88 to complete the payment process.
Following these steps should help you smoothly place and pay for your order.
Q. What are the available payment methods?
For the Elephant online store, we accept payments via iPay88, including Credit/Debit Cards, FPX (Online Banking), DuitNow (QR) and E-Wallets.
Q. What is the transaction currency for products?
All product transactions are processed in MYR (Malaysian Ringgit).
Q. How do I find my order number?
After placing your order, you will receive a confirmation email containing your order number.
Q. How do I track the status of my order?
Once your item has been shipped, you will receive a tracking number via email. The email will include a link to "Track Your Order."
Q. Can I cancel an order after payment?
Yes, but only if the order is still in unfulfilled status and hasn't been shipped. Orders that are in transit or have already been shipped cannot be cancelled.
Shipping and Delivery
Q. Where can my orders be delivered?
Orders can be shipped to all registered addresses in Malaysia, including Peninsular and East Malaysia. We currently do not offer international shipping. *Delivery is unavailable to P.O. Box and FELDA areas.
Q. Will my orders be delivered in discreet packaging?
We understand the importance of privacy and ensure that all packaging is discreet. No one will know the contents except someone who opens it.
Q. Can I change the shipping address after payment?
Please ensure all shipping details are correct before proceeding with payment. Once payment is made, shipping details cannot be changed to avoid confusion and disputes.
Q. When will my order be shipped?
We arrange shipments daily, except Sundays and Public Holidays. The order cut-off time is 11:00 a.m. Orders placed before the cut-off time will be shipped the same day; otherwise, they will be shipped the next working day.
Q. What is the delivery time to an address?
- Peninsular Malaysia: 2–5 working days
- East Malaysia: 5–8 working days
Q. How do I qualify for free shipping?
Free shipping is available for orders above RM60 (West Malaysia) & RM180 (East Malaysia). Please note that free shipping promotions are updated periodically, so be sure to check for the latest offers.
Q. How much are the shipping fees per order?
Standard shipping rates:
- Peninsular Malaysia: from RM7.00/kg
- East Malaysia: from RM15.00/kg
Returns, Replacements, and Exchanges
Q. Do you accept product returns?
Due to health and hygiene regulations, we can only accept returns for the following reasons:
- Items shipped incorrectly (e.g., wrong item or quantity).
- Items damaged during shipping or with manufacturing defects.
Please note that for hygiene reasons, we cannot accept returns on items that have been opened or used.
Q. What should I do if I receive a damaged product?
If you receive a damaged product, please email us at support@elephant.com.my within 48 hours of receiving the package. Include the reason and photos as proof.
Q. Who should I contact if I have quality-related concerns about your products?
If you have any quality-related concerns regarding our products, please feel free to reach out to us at support@elephant.com.my. At ELEPHANT, we place the highest priority on the quality of our products as well as the health and safety of our customers.
My Account
Q. How do I sign up for an account?
- Enter your email on the registration page.
- Check your inbox for a verification code.
- Return to the registration page and enter the verification code.
- Your account is now successfully registered.
Q. I forgot my password. How can I retrieve it?
Click "Forgot your password?" and enter the email used to register your account. Submit the request, then check your inbox for a verification link. Once you receive the link, you can set a new password.
Q. How do I earn Reward Credits?
You earn RM1 credit for every RM30 spent per order when shopping on the Elephant Online Store.
Note: Reward credits expire at the end of each year. You must register an account to access these credits.
Q. Can I use my Reward Credits on my next purchase?
Yes, you can. Apply them during the checkout process before making payment.