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 payment methods:
- Google Pay
- Link by Stripe
- Credit card
- Direct bank transfer
Payment details and options are shown at checkout, and a confirmation will be sent to your order email once payment goes through.
orders & cancellation
Can I change or cancel my order?
Once payment has been made, orders cannot be changed or cancelled, and all payments are final. Please check your order carefully before paying. If you receive a defective item or the wrong item, check the Exchange & Returns section below.
How do I cancel orders before making payment?
If you’ve placed an order but haven’t paid yet, email us at shop@mountkinabalu.com or call (+60) 88-448709, and we’ll cancel it for you. Once payment is made and verified, we can no longer cancel or refund the order.
shipping & tracking
Which courier will delivers my order?
We use Pos Laju for all deliveries within Malaysia.
How long does shipping take?
Your order is handed to the courier within 48 hours after payment is confirmed. After that, delivery usually takes 7 to 10 working days, depending on where you are.
How do I track my order?
Once your order is shipped, we’ll email you a tracking number. If you have any questions, contact us at shop@mountkinabalu.com.
Do you ship internationally?
Yes, we do ship internationally. Just email us first at shop@mountkinabalu.com so we can arrange this for you. If you’re nearby, you can also choose to self-collect your order from our office instead. See the Self-Collection section below.
What should I do when my order arrives?
Please check your item for any damage before signing for the delivery, as a signature may be required. We’d also recommend keeping your delivery receipt, in case you need to reach out to us about your order later.
What happens if my order is damaged or lost in delivery?
Once your order is shipped, we’ll send you an email with your tracking number and a photo of your parcel before it leaves our hands. This confirms the parcel was packed and sealed properly on our end.
- Damaged item: If your parcel arrives damaged, please check the parcel photo attached in your order completed email to compare it with the condition you received. If the item is not in the same condition as shown in the photo, this would be a matter to take up with the courier directly, as it falls outside of our responsibility. Orders are non-refundable, and as this is a courier matter, we’re unable to resend the item free of charge. We recommend contacting the courier (Pos Laju) directly to file a claim for compensation.
- Lost item: If your parcel is lost during delivery, this would also be a matter to take up with the courier directly, as it falls outside of our responsibility. Please note that orders are non-refundable, and we’re unable to resend the item free of charge. We recommend contacting the courier (Pos Laju) directly to check the status of your parcel and file a claim for compensation.
Self-Collection
Can I collect my order in person instead of getting it shipped?
Yes. You can pick up your order from our office at L1.37, 1st Floor, Kompleks Asia City, Jalan Asia City, 88000 Kota Kinabalu, Sabah, Malaysia.
Our office hours are Monday to Friday, 9:00 a.m. to 6:00 p.m., and Saturday, 9:00 a.m. to 1:00 p.m. We’re closed on Sundays.
exchange & returns
What is your exchange policy?
All items are non-refundable, and we don’t cover return shipping costs.
- Our mistake (wrong item or defective item): If we send the wrong or defective item, please email us at shop@mountkinabalu.com with your order details and photos of the item. We’ll arrange a free pickup and send you the correct item at no extra cost.
- Change of mind: Once your order has been delivered correctly, we’re unable to exchange it for reasons like a change of mind.
security
Are my details secure?
Yes. We store your information securely using SSL encryption.
For payments, we accept bank transfer, credit/debit card, GPay, and LinkPay. All card and payment details are processed securely through our payment gateway, we do not store your card or banking details on our site.
Still have questions?
Contact us directly and we'll get back to you soon.
Phone lines open Mon–Fri, 9am–6pm and Sat, 9am–1pm.