FAQ’s

1. For Domestic Delivery, Hovid Online Store (HOS) delivers the order via GDEX. The order cut-off time is 2 pm on weekdays. Order placed before 2 pm will be delivered within the next three (3) business days whereas orders placed after 2 pm will be delivered within the next five (5) business days after the order placement.
2. For Overseas Delivery, the orders will be delivered either via FedEx which takes about 3 to 5 business days depending on the destination and custom clearance procedures.
3. Order will be shipped out within 2 (Two) days upon receipt of payment. There might be exceptional circumstances where the order will be delayed including but not limited to situations whereby will be there may be a lack of stock which may lead to some time for the item replenishment. The personnel from HOS will send an email to inform the customer regards of the delay in the shipment.
4. Deliveries are made normally Monday to Friday, excluding Public Holidays in Malaysia.
5. Time of delivery may vary subject to customs clearance etc.
6. CUSTOM DELAY & CLEARANCE

Door-to-door shipping may not be feasible in some countries due to the laws of the countries whereby in some instances, goods delivered are to be subject to customs inspection and clearance.

Hovid Online Store (HOS) shall endeavor to provide any necessary assistance, for example, to provide the relevant documentation to ease the process of customs clearance.

**Customer is advised to seek advice from his/her country’s authority (e.g. Custom / Ministry of Health/Import Department) before purchasing the item. For example, the authority in Australia requests Australian citizens or permanent residents to apply for an import permit for such items prior to delivery from overseas.

3. TAXES AND IMPORT DUTIES

Hovid Online Store (HOS) is not liable for any taxes or import duties being imposed in accordance with or related to the purchases made by the customers. The customer is solely responsible for all taxes and duties of any nature associated with said products.

We accept all major credit cards via PayPal for overseas & local customers and Online Banking solely for local customers.

RETURN AND REFUND POLICY 

We want you to be happy with your purchase from HovidOnlineStore.com

You may exchange or return most merchandise for partial/full refund, less delivery charges, based on the original form of payment, within the 30 days after the purchase.

If the return is due to an error on our part, we will refund any associated shipping fees. Otherwise,  the shipping fees will not be refunded.

Items purchased online at HovidOnlineStore.com may be returned and refunded with the following terms and conditions.

– Hovid online purchase may be returned within 30 days from the date of delivery. Returned item is to be returned in an unopened or original condition and a written notice specifying the reason of the said return.

– The reason of return must be in written form either in email of mail with the following details being provided:

1. Name of purchaser:
2. Purchase invoice no:
3. Reason of return:
4. Additional supporting:  Please provide us with the image of the defect if applicable.

Please allow 14 business days for the return transit time, for the return to be completed and the refund to be issued to your account.  We will email you when your return request has been received and processed. We will endeavor to process the return as soon as possible. However, during busy periods, please allow up to 21 days for your return or exchange to be processed. Please note that the costs for returning the item to us are not refundable.

Kindly retain the proof of posting from your courier/shipper/post office when you return any item. We cannot be responsible for any item that fail to reach us.

Still have more questions on the procedures regards of Return & Refund?

Please contact our customer service at 1-800-88-2228 (Malaysia Only) Weekdays 8 am-6pm or +6(05)506-0690 ext 206 (Callings from overseas) Weekdays 8am-6pm or email to ecommerce@hovid.com