Frequently Asked Questions
Everything you need to know about orders, shipping, and more.
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payment
How can I pay?
We accept the following methods of payment:
- Visa
- MasterCard
- American Express
- Discover
orders & cancellation
Can I change or cancel my order?
As items are non-refundable, we urge everyone to carefully review the items which they wish to purchase before making final payment. In the event that your item has a defect or isn’t the one you purchased, please refer to our Exchange Policy.
How do I cancel orders before making payment?
After logging into your account, go to your Shopping Cart. Here, you will be able to make payment or cancel your order. Note: We cannot give refunds once payment is verified.
Note: We cannot give refunds once payment is verified.
shipping & tracking
Which company will ship my package?
We use Pos Laju National Courier to do our shipping.
How do I track my order?
You will receive an email, together with a tracking number, notifying you that orders have been shipped.
If you have further queries, please contact us at shop@mountkinabalu.com.
What happens if there's been a delivery mishap to my order? (Damaged or lost delivery)
We take such matters very seriously and look into every case individually. Please do not discard any affected items before taking photo proof.
No refunds will be given, but we will re-send the item subject to availability in these cases:
- Damaged samples – send us photo proof of the affected item and your D.O (Delivery Order) at shop@mountkinabalu.com, so we can investigate before re-sending at no cost.
- Lost mail – We will coordinate with Pos Laju and re-send the order at no cost if it is confirmed lost.
exchange & returns
What is your exchange policy?
Items are non-refundable.
We do not pay for return shipping. However, if we have made an error in the shipment (shipped the wrong product or a defective product) that requires a return or exchange we will issue a call tag to get the product back and ship the replacement for free.
security
Are my details secure?
We take your privacy seriously. All information you provide is stored securely using high-level SSL encryption — the most advanced security software available for online transactions.
We do not store your personal credit card information; you will be asked to provide it only when processing a return.