FAQ

Q: Where do you deliver?
A: Currently, shsgarden.com delivers nationwide including Sabah & Sarawak, Singapore and certain countries. If your country is not listed, please contact us for special arrangement. 

 

Q: How much is the shipping cost?
Shipping fee is different for each location. You can enter your country and postcode/zip code in the shopping cart to check the shipping fee. Rates quoted are door to door but not inclusive of government duty and taxes. 
 
Q: Do you ship to my country?
To find out if we ship to your country, just go to the checkout process and put in your country then click "Apply location". If it shows the shipping fee, it means you can proceed to complete the payment process. If it says, "Kindly contact info@shs.my or +60122782948 for shipping to your location.", please contact us for the arrangement to send to you. Generally, we will ship to anywhere in the world except countries with government restrictions. 

 

Q: How do you ship?
We currently use Skynet, Poslaju and KTMD for local delivery as well as FedEx, TNT, EMS and DHL to send worldwide. We have a good corporate rate that allows us to send to you with good rates. If you prefer to use ordinary parcel post, please contact us. 

 

Q: How long will it take for my parcel to arrive? 
Orders are shipped from Kulim, Malaysia. Our shopping cart stipulates estimated delivery timeframe based on the number of working/business days. The actual time frame depends on customs clearance. Please refer SHIPPING, CUSTOMS, DUTY AND TAXES for more information.

 

Q: Can I track my delivery?
A: For every order, shsgarden.com will provide a tracking ID number which you can use to track your delivery with the courier company.

 

Q: What happens if I do not receive my parcel?
This is highly unlikely to happen. However, in the unlikely event that you do not receive your order after the estimated time frame, please contact us so that we can investigate. Sometimes the delay is caused by customs clearance in the destination country or our courier company is not able to locate you. 

 

Q: Do I have to become a registered member of shsgarden.com to shop?
A: No, you don't have to become a registered member to shop at shsgarden.com. However, we strongly recommend you to register as a member because so that you don't miss out any attractive promotions and updates.
 
Q: I can't register as a member. Please help me.
A: Please check that you have filled all details correctly. If you are still not able to register as a member, kindly email us.
 
Q: Is there a limit to the quantity I can purchase
A: The quantity limit depends on the current stock availability. For bulk purchases, please email us.
 
Q: I can´t find the products that I want.
A: You may not be able to find some products as we may change our product selections from time to time. Please email us for further enquiry.
 
Q: The products that I want in this store are out of stock. When can I get the products that I want?
A: Please contact us to get more details of the products which are out of stock.
  
Placing An Order
Q: I would like to purchase some products. How do I place an order?
A:

Click “Add to cart” button on the products you wish to purchase.
Click “Continue Shopping” to continue adding other products into the cart or click “Checkout” to proceed with the payment.

You will reach a log in page where you can log in your account using your Username and Password. If you don't have an account created yet, you just need to fill up your particulars then click "Continue to shipping method".

Tick the box next to "I wish to register an account" if you wish to. It is optional. 

You'll need to confirm your shipping address on the “Shipping Address” page and click “next” button.

From here, you need to select your shipping methods and click “next” button.

Choose your payment method then click “next” button.

You need to agree on the terms and condition.

Click “Confirm Order” to complete the order.
 
Q: There are some products in my shopping cart from my previous incomplete purchase. How do I remove them?
A: View your shopping cart and click on "remove".
 
Q: I have added products to the shopping cart. Can I change the quantity ordered?
A: Yes, you can. In the Shopping Cart page, just change the quantity and proceed.
 
Q: Will I receive an order confirmation?
A: Yes. You will receive an email from us once your purchase is confirmed. Registered customer can check the order on My Account page.
 
Q: How can I pay for the products?
A: Currently, we accept Bank transfer, FPX, Credit Cards and PayPal only.

 

Q. I choose to pay by Bank Transfer. What should I do after I confirm my order?
A: Kindly contact us by email (sale@shs.my), WhatsApp (+6012 278 2948) or Facebook Messenger to obtain bank details for payment.

 

Q. How to change my account personal information and shipping address?
Log-in your account → Click on “Account Maintenance” → Edit your account information and shipping address here.

 

Q. I forgot my Password for my account. What should I do to retrieve it?
Click on “Lost Password?” and fill your email that used to register the account in the box.

Click Submit.

A verification token will be sent to you. Once you have received the token, you will be able to choose a new password for your account.
 
Exchange and Return
Q: Can I exchange or return the products that I received?
A: Please see  RETURN & REFUND POLICY.
 
Q: What information is collected from me when I am using this website?
A: For complete explanation, kindly refer to our PRIVACY POLICY.
 
Q: Is it safe to make purchase transactions on your website?
A: Yes, we use SSL connection and take all necessary safety precaution. Your bank and credit/debit card information is safe with the processin band and at no time is the information revealed to us. 

The payment process does not go through our servers. We at Grand SHS Resources never at any point see your card number, expiry date or security code or any other financial information. We only receive an order with all the details we need to complete your order such as names, shipping address, email address etc.

 

Q. Does your organisation have a system to document complaint cases and have a complaints resolution procedure?

The medium of communication between customers and us is by sending an email to info@shs.my. We will track all cases reported by customers and work on such cases, and if requested by the customer, provide updates throughout the case.

 

Q. Does your organisation monitor the system and take actions to maintain compliance with its defined policies?

We are committed to providing 24 business hours response time to our customers. You will be advised of the resolution period for each case if it is possible to determine. 

 

Q: How do I contact you?
If you have any further questions, please feel free to contact us at info@shs.my We reply all our emails promptly. You can also contact us via WhatsApp / WeChat at +60122782948. When you contact us, please state your name and most importantly your order number so that we can identify your order quickly.