How do I know my order is shipped?
Once your order is confirmed by email it is processed by our warehouse and despatch department.
The items are personally packed and enclosed safely in a satchel/box/tube with your personal invoice.
Your address is printed onto the packaging and collected from us personally by the carriers. We will email you a shipping confirmation email containing what you ordered, where it is going to as well as the tracking number and a link to the carrier’s site.
How Long Will it Take To Get My Package?
It will depend on the products ordered and the location we are to deliver to. Generally speaking, if it is readily available products, once payment is confirmed delivery times are usually around 3-7 business days for most of Malaysia. For international deliveries please contact us as delivery times are a little bit more complex.
How will my order be shipped?
We understand the need to get your order to you as quickly and safely as possible. With our network of couriers and postal services, we can offer the best option for you dependent on size, weight and speed of delivery.
In Malaysia we use POSLAJU, NATIONWIDE, AIRPAK EXPRESS and SKYNET, together accessing every corner of the country.
What happens if my items get lost in the mail?
The first thing to do is contact the carrier your order was sent with and quote your tracking number that was sent to you in your confirmation email. If your items are unable to be located by the carrier, we will lodge an enquiry from our end.
Please contact firstname.lastname@example.org if you have any queries on this.
What happens if an item is missing from my order?
Sometimes, orders can be sent in multiple satchels/boxes as they may have not fit in just one. Please contact our Customer Service Department to check if this is the case. If in the rare chance, we have missed an item off your order we will arrange to have a replacement sent straight away or issue a refund. Upon receiving your order, please check the contents of your order to ensure there are no faults or items missing. We must be notified within 24 hours if such circumstances arise.
What happens if I receive an incorrect item?
If you receive an incorrect item on your order, please contact email@example.com straight away and we will arrange for the correct item to be sent to you. We will also arrange or reimburse for return postage of the incorrect item.
What are your delivery charges ?
Free Shipping is calculated on sub-total (not including GST) of your order. (ONLY FOR WEST MALAYSIA)
1STOPFISHING products are shipped with a fee, and we fix the charges for East and West Malaysia.
First KG Each KG Added RM8 RM3
Within 1KG = RM8
1KG to 2KG = RM11
East Malaysia (Sabah/Sarawak/Labuan)
First KG Each 500g Added RM15.00 RM6
Within 1KG = RM15.00
1KG to 1.5KG = RM21.00
- International Shipment: varies depending on locations, and will be advised by Customer Service Team
Can you deliver to my work address?
Yes, we can deliver to your place of work. Please ensure to include the business name in the shipping of your order so the delivery driver can find you easily. If you do not supply a business name, your shipment will be delayed, and excess shipping charges could be charged to your account.
How do I make purchases on seller.sug.my?
Once you’re done shopping, checking out is easy. You may view the items you have added to your cart by clicking “Shopping cart” button on the menu bar at the top of any page. You may also checkout by clicking on the “checkout” hyperlink located on any item detail page.
Once you are viewing the contents of your cart, you may adjust quantities in your cart by changing the number to the right of the items, and then by clicking “update” after all quantity adjustments have been made.
Please note that an email address is required for all orders placed on seller.sug.my. You will then be instructed through the steps of adding shipping details, billing information and choosing a payment method. Once the order is reviewed and completed, an order number will be issued on the screen. An order confirmation email will also be sent to your email address straight after the order is finalised. A shipping confirmation email will be emailed once the order has been shipped. An estimated shipping date will be supplied in this email, along with a tracking number for your reference.
If you have any questions regarding the tracking of your order, please contact our Customer Service Department at your earliest convenience.
What forms of payment do you accept?
seller.sug.my is proud to accept Visa, MasterCard, PayPal & Direct Bank Transfer.
For Direct Bank Transfer, your order will be cancelled if you don’t make a payment within 3 Working days of order placement.
Is it safe to use my credit card on seller.sug.my?
Yes, shopping at seller.sug.my is safe. Our site employs the latest version of Secure Socket Layer Technology (SSL) to encrypt your information and help make sure that only you and seller.sug.my ever see it. In any instance where you suspect fraud, you need to immediately contact your credit card company, many of which now provide online guarantee.
How can I track the status of my order?
When your order ships from our fulfilment centre, you will receive an email confirmation with your shipment tracking number and a link to the shipping company website. If you have any issues with this, please contact our Customer Service Department and we can assist you.
Where's my confirmation email?
If you did not receive a confirmation email within a few minutes of successfully placing your order, then you may have entered your email address incorrectly. Another reason you may not have received the email is if your ISP flagged our confirmation email as spam. All confirmation emails are sent from firstname.lastname@example.org.
Please contact us by email with your full name and order number and we will confirm your order.
How do I cancel my order?
You may cancel your order up until your order has begun being processed. Please contact our Customer Service Department by email. We will send an email confirming the order cancellation.
What happens if something I order is out of stock?
Our website contains a feature that removes out-of-stock items from the online store, but occasionally an item sells out within the minute you may order. If an item on your order is sold out, we will still ship the available merchandise, and include an explanation in your package about any excluded items. We will inform and consult customer whether to refund the amount paid or replace the item by purchasing other item.
What if my credit card shows multiple charges?
We are restricted from charging your credit card more than one time. However, if you see multiple charges on your credit card then you either:
- a) had to submit your order more than one time due to address verification problems or
- b) upgraded your shipping.
When you place your order we receive an authorization for the amount of your order. We do not charge your credit card until we ship your order.
Please contact our Customer Service Department if the charge needs to be removed and we can assist.
What If I am ordering and there is an error in the checkout?
If you have any technical issues whilst using the site, please contact our Customer Service Department and we will assist you immediately.
What currency are seller.sug.my prices displayed in?
All prices are shown in Ringgit Malaysia (MYR).
Our Website currency is based on user local IP address. For local Malaysia IP address, It will show in Ringgit Malaysia (MYR). Outside Malaysia Country IP address will show in USD Dollar.
The price is shown in USD Dollar when you at Malaysia due to possible you connect to Oversea Server/browser. You may change the setting of the browser.
I have a discount coupon, where do I enter this?
Website and your account FAQ
How do I change my account information?
Log in to your account by clicking on the My Account tab located in the top right hand corner of any page’s navigation bar.
- Click on the “Edit” button located next to section you wish to edit
- Update your new information
- Click on the “Save” button
What if I forgot my password?
If you forget your password, we can email it to your account’s email address. Simply click on the “Forgot your password?” link on the home page.
At what hours is the customer service available?
seller.sug.my customer service department is available by e-mail Monday to Friday, 9:00am to 5:00pm
seller.sug.my understands that you want to maintain your privacy. All information about you is kept confidential and will not be used in ways that you have not consented, and we will not sell or disclose any information that identifies you to a third party without your explicit approval, except to the extent necessary to comply with applicable law, legal process or in the event of a merger, consolidation, or sale of all or substantially all of seller.sug.my assets.
Sometimes, we will run a promotion or contest in conjunction with a third party. We may ask your permission to give that third party access to your name, address, and email address. You can opt out of this kind of offer at any time by emailing us.
Warranty & Faulty Items FAQ
Do you cover the return shipping costs for warranty or faulty items?
No, it is the customer’s responsibility to provide return shipping of the faulty item back to seller.sug.my. We will send the replacement item back out free of charge.
I have a snapped rod or faulty reel, is this covered under warranty?
If you are a consumer in Malaysia, you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
To the extent permitted by law, this warranty does not cover claims for any incidental or consequential damage resulting from or in connection to the reel or rod.
This warranty will be considered void if it is found that the reel or rod has been subjected to unauthorised alterations, abuse or damage as a result of failure to provide the recommended care and maintenance.