Online Customer Services
Step 4 : Delivery
You will receive a DHL Tracking Number in the Delivery Notification email from firstname.lastname@example.org when your order is being shipped.
Alternately, you can check your order status from My Account under Order Status.
1. How do I get my DHL tracking number?
The tracking numbers are automatically sent after we have shipped your parcel, under the Delivery Notification email.
Alternately, you can check your order status via My Account, Orders Summary for your tracking number.
2. When will I receive my order?
Most purchases are shipped out from our headquarter in Kuala Lumpur, Malaysia by DHL Express Worldwide, estimate arrival within 5 to 7 business days from the moment your order is being shipped.
3. Is there any shipping option for selection?
Our standard shipping option is DHL Express Worldwide or DHL Global Mail Services.
4. What are the terms and conditions of Free Shipping?
We offer free shipping for every order of US$40 or more.
5. How much do I get charged for shipping if my purchase is below US$40?
For every order below US$40, a flat shipping fee of US$8 will be charged.
6. What if my order hasn’t arrived in the estimated time?
For every shipped order there is a DHL tracking number being attached with it. You can use your DHL tracking number to obtain up-to-date information about the status of your delivery at http://www.dhl.com/en/express/tracking.shtml
7. When is my product being shipped?
- Orders received upon payment approval between Monday and Friday before 12pm (GMT+8) will be processed within the day
- Orders received upon payment approval between Monday and Friday after 12pm (GMT+8) will be processed in the next day before 12pm (GMT+8)
- Orders received on Saturday and Sunday usually processed latest by end of day Tuesday.
- *We will announce earlier shall there be a long holiday where all orders received will be processed only after the holiday.
8. Is signature required in receiving my parcel?
Yes. Signature is required upon receiving your parcel.
9. I was not home when a delivery was attempted, will DHL make another attempt?
Yes. DHL makes up to three delivery attempts, excluding Saturdays, Sundays and holidays. You will be contacted by the DHL local agent via contact number provided during your order confirmation for further instruction.
10. What should I do if a product is missing from my order?
First, verify your order detail from My Account, Order History & Status and click View Order.
If the number of products is differed than your orders, please contact us immediately at email@example.com. A replacement will be send to you within 5 business days without any addition costs to you.
11. Do your sites deliver to APO or FPO or PO Boxes address?
We may not be able to ship to APO or FPO or PO Boxes address.
We shall contact you immediately for another shipping address if your shipping address is undelivered for your order shipped.
12. How long is the waiting period before I am able to file a claim for a lost, damaged, misdelivered or tampered package?
- If your order was damaged, misdelivered or tampered with while in transit, please contact us at firstname.lastname@example.org within 2 business days of delivery.
- If your order was lost while in transit, please contact us at email@example.com within 7 business days of not receiving your order.
13. Important notice on customs fees, duties or taxes.
Our prices do not include duties or value-added taxes (VATs). If assessed, these charges are the responsibility of the package recipient, who will be billed by our courier services upon delivery. We will also include an invoice on the package stating the price of the items for Customs declaration.
14. Important notice on our delivery process.
Within 24 to 48 hours,
- You will receive a Sales Receipt email from our dedicated online payment gateway confirming your payment.
- You will receive an Order Notification email from Cellnique confirming your order.
Within 1 to 2 business days,
- Once your order is being shipped, you will receive a Delivery Notification email with your parcel tracking code from Cellnique about your order delivery status.
- Otherwise, your card will not be charged, and your order will be put on hold and you will receive a Fraud Report email from Cellnique.
Please check your junk mail box as sometimes our email may end up there.