Q: How do I get started?

A: Visit "Create an Account" under Register for a New Account to sign up as a Preferred Customer so we can begin rewarding you for your online purchases. Next, start thinking about the types of items you buy on a daily, weekly or monthly basis, and special purchases you make throughout the year, such as gifts for birthdays, weddings, anniversaries, graduations, holidays and other special occasions.

Check out our product categories on SHOP.COM for more possibilities. Then, start flexing your purchasing power and begin earning the rewards you deserve. Remember, at SHOP.COM, you get rewarded to shop with Cashback for the things you normally buy and for everything else you want and need!

Q: What is a Preferred Customer?

A: Our Preferred Customer Program is focused on developing quality, long-term relationships with loyal customers. As a Preferred Customer, you'll receive many great benefits that include:

• Hubungi talian +6 03 2289 3388 untuk bantuan
• Easy and secure Internet ordering
• Multiple payment options

Q: What if I forget my Preferred Customer ID?

A: Please contact Customer Service at [email protected] or call +6 03 2289 3388 for assistance.

Q: What is Market Malaysia’s return policy?

A: You can find our Return Policy here.

Q: What are Market Malaysia’s exclusive brands?

A: The easiest and quickest way is to contact your Shop Consultant and ask for assistance. Or, visit Our Brands.

Q: I am experiencing problems printing product detail information. Please help.

A: To eliminate this problem, click on the top menu of your internet browser, then "Page Set Up" to edit the page margins. This will enable the product page information to fit in your page. If you continue to experience this problem, please contact Customer Service at [email protected] or call +6 03 2289 3388.

Q: How do I search for a product?

A: Enter a word or phrase into the search box at the top of the screen. Use the drop-down next to the search box to search within a specific category. Then click the magnifying glass icon or press Enter. The site will return all matching products. You can also browse all products within each category by using the category links below the search box.

Q: I cannot find the product I want on the site. Can you help?

A: If you're having trouble finding the product you're looking for using the search, try browsing for the product using the “Category” filters on the left of every shopping page. If you need additional assistance, please contact Customer Service at [email protected] or call {$customerservicephone} for assistance.

Q: What price will I be charged for products that are not in my local currency?

A: Foreign currency exchange data is provided by XE.com. These rates are updated daily and are used to display product prices in the currency/currencies appropriate to each site. Such displayed product prices, where they occur, are provided as a convenience for our shoppers. Actual charges are in the merchant's currency.

Q: How do I learn more about an item I want to purchase?

A: The item’s description will give you details about the item. For even more information, click the “See Details” link for the product. If you have any questions about the item, you can contact your Shop Consultant.

Q: How do I order products on SHOP.COM?

A: It's easy. Simply locate the product you're looking for and add it to your shopping cart or purchase directly from the store where appropriate.

Q: How do I add items to my shopping cart?

A: OneCart items: Once you've found an item you'd like to purchase, simply click the “See details” magnifying glass icon on the product from any search results page and click on the “Buy it Here” button to add to your OneCart. 

Partner Store items: Once you've found an item you'd like to purchase, simply click the “See details magnifying” glass icon on the product from any search results page and click the “Go to Store” button to complete the purchase.

Q: How do I purchase the items in my shopping cart?

A: Click the shopping cart in the upper right-hand corner of the page, then click “Checkout.” All of the products in your cart will display. Remove or adjust the quantity of any items in your cart. You will be led through the online ordering process from this page. You also have the opportunity to complete your order anytime you add something to your cart.

Q: What payment methods do you accept?

A: We provide a wide range of payment options, including credit cards, debit cards, FPX Payment, and eWallets options such as Touch 'n Go and GrabPay.

Q: How is my card charged?

A: When you place an order, SHOP.COM creates a pending charge (preauthorization) for the total amount of the order excluding Cashback and gift cards. This is not an actual charge; all discounts will be applied at the time of the actual charge.

Q: I'm having shopping cart problems. What do I do?

A: If you are experiencing problems with your shopping cart, such as the cart showing as empty even after you have added products, this may be because of your browser cookies.Click here to view more information on clearing your browser cookies.

Q: How much do you charge for shipping and handling?

A:For Market Malaysia purchases: Shipping and handling is calculated in the cart and varies according to each store's policy. You will have the opportunity to review this before completing your purchase.

For Partner Store purchases: Please consult the individual store's website for shipping information.

Q: What qualifies for free shipping?

A: To be eligible for Free Shipping, orders must contain at least RM390 in eligible products after all applicable discounts have been applied to the order (excluding other fees). All orders containing less than RM390 in eligible products are eligible for RM18.87Flat Rate shipping.

Q: Is the ordering process secure?

A: Yes! Our website uses the latest 128-bit encryption technology to protect your personal information. Our ordering process is totally secure from the beginning to end. Every credit card purchase is backed by our secure server technology. Our software meets industry standards and is among the best available for secured transactions. All customer information on this server is encrypted for your protection. While most pages on the site are not encrypted, you will automatically enter the secure server whenever your personal information is requested. It encrypts all of your personal information so that it cannot be read during transmission over the Internet. For your security, we use the same industry standard SSL (Secure Sockets Layer) as leading major commercial shopping sites to obtain confidential user information.

Q: Can I make changes to my order after it has been submitted?

A: Our goal is to pack and ship your order as quickly as possible; therefore, we will not be able to allow changes to your order once submitted.

Q: Do I receive a confirmation for the order I placed?

A: For Market America and OneCart Products: You will receive an order confirmation email from SHOP.COM.

For Partner Store Products: You will receive an order confirmation email from the Partner Store where the purchase was made. Please contact them directly with further questions.

Q: How can I check my order status?

A: For Market America and OneCart orders: Visit View My Orders under My Account. Click “details” next to the order you would like to view.

For Partner Store orders: Please consult the individual store's site for details.

Q: How do I track my order?

A: For Market America and OneCart orders: Visit View My Orders under your Account. Click “details” next to the order you would like to view.

For Partner Store orders: Please consult the individual store's site for details.

Q: When should I expect delivery?

A: For Market Malaysia products: Orders placed for Market Singapore products usually ship within five business days.

For Partner Store products: Please consult the individual store's website for specific details on delivery.

Q: Do I have to pay for my order in full?

A: Yes. The total amount of all item(s) ordered will be charged in full to your selected payment method. Online orders cannot be paid for on an installment basis.

Q: Where do I make changes to my account?

A: Visit Account Or In the top menu bar, click the down arrow next to your name and click “All Account.”

Q: How do I update my billing address?

A: Visit edit my bill-to address under Account.

Q: How do I update my shipping address?

A: Visit edit my SHOP.COM address under Account. To edit an existing shipping address, click “edit” next to the address you would like to change. To add a new shipping address, click “add new ship-to address.”

Q: How do I update my credit card?

A: For Market America and OneCart orders: Visit edit my payment methods under My Account. Click edit next to the payment method you would like to update. Click “add payment method” to add a new credit card.

For Partner Store orders: Please consult the individual store's customer service page for their policy.

Q: How do I update my AutoShip?

A: Visit manage my autoships under Account. Click “view/edit” next to the AutoShip you would like to update.

Q: How can I change the password on my account?

A: On SHOP.COM: If you are logged in, visit change my SHOP.COM password under Account. If you are not logged in, click Forgot your password? on the Sign in page.

On Partner Store sites: Please consult the individual Partner Store site for further information on how to change your password."

Q: What is the Cashback program?

A: Cashback is the revolutionary shopping program from SHOP.COM that saves you money and rewards you to shop! Earn rewards for purchasing online the things you want and need, and have them delivered right to your door.

• Earn Cashback for purchasing Market Malaysia products and those from our Partner Stores where you see the Cashback logo
• Find what you're looking for from hundreds of stores and tens of thousands of products and services using our lightning-fast search technology
• Take advantage of tons of great deals at your fingertips that you can quickly sort by price, color, style and many other attributes at the click of a button
• Save time and gas by not driving from store to store

Q: How do I earn Cashback?

A:

• Sign up as a Preferred Customer on any SHOP.COM participating website
• Be sure you are logged in each time you shop for Market Malaysia products or from our Partner Stores
• Earn Cashback for your qualifying purchases

Q: Who is eligible to participate in the Cashback program?

A: Anyone, as long as they:

• Provide us with a valid email address and password for account access
• Are at least 18 years of age and reside in Malaysia
• Have a valid, physical mailing address
• Create a Cashback account by registering using our brief sign-up form
• Adhere to the Cashback Terms of Service found via the link in the footer of this page. Read this carefully for specific limitations.

Q: Is there a limit to the amount of Cashback I can earn by my loyalty to purchase products on MY.SHOP.COM?

A: Absolutely not. SHOP.COM's Cashback program rewards you to shop. We don't implement an earnings cap like many other rewards programs do. The more you purchase, the more you save!

Q: How do I make sure my purchase qualifies for Cashback?

A: When you shop for products using SHOP.COM and see the Cashback symbol, you'll know those products are eligible for Cashback. You can also see how many Cashback you'll earn for each qualifying item.

Please note: When you click the Cashback link within a sponsored ad, you may be asked to provide your email address again. Please be sure to do so to ensure you receive your Cashback after you have purchased a product, as your email address allows us to track your purchases.

Q: What are some of the limitations for getting Cashback?

A: In addition to Cashback limitations outlined in the Terms of Service, some stores may have further restrictions for earning/receiving Cashback. For example, a special sales event may make a purchase ineligible for Cashback.

Using a coupon for some stores could potentially void the Cashback for that store, including those you may receive via email, see on a deal/coupon site or offered on a store's website. Since all stores have different terms and conditions, we cannot pay Cashback where stores follow this type of policy and impose certain purchasing restrictions.

Q: How does SHOP.COM know that I've made a qualifying purchase?

A: When you sign up and are logged in before you shop, qualifying purchases you make are tracked using your login information.

Q: What happens to my Cashback if I return, exchange or cancel a purchase?

A: Returns, exchanges and cancellations are subject to the individual store's return policy. If you return, cancel or exchange part or all of a purchase, the store may reverse your purchase with us. We won't be able to reward you with Cashback from that transaction. Please refer to the individual store's page on SHOP.COM for more details.

Q: What happens if a store changes the Cashback amount since the last time I was on the site?

A: It's possible that the Cashback amount has changed from what you may have seen on a previous visit. The Cashback you earn is what is posted with the product at the time of purchase, so we can't honor a Cashback amount you saw on an earlier visit if it has changed.

Q: How long does Cashback take to post to my account?

A: Cashback posts within 24 hours for any Market Malaysia product and within two weeks for a Partner Store purchase.

Q: How long does pending Cashback take to be awarded?

A: Cashback can be in a pending status for up to 90 days before it is awarded.

Q: What should I do when a purchase isn't showing up in my account?

A: Reasons the purchase is not showing up in your account may include:

• You have not waited long enough for the Cashback to be applied to your account.
• The store might not recognize the purchase as complete because the item(s) might be on backorder, payment is processing, or other reasons. Contact the store directly to confirm that the purchase was processed. If the merchant confirms that the purchase was processed, please contact your Shop Consultant for further help
• You opened a Partner Store's website in a different web browser. All Partner Store transactions must be initiated via SHOP.COM.
• Your order was cancelled or the goods or services were returned.
• You used a separate discount or coupon, gift card, or a gift certificate.
• Some popular browsers have changed their settings to prevent tracking of your browsing information. Visit https://my.shop.com/shopping-tips-v.xhtml for tips to enable tracking on the most popular browsers. While these changes are intended to increase your privacy, they also impact our ability to track your orders for IBV credit. One such browser is Safari, which utilizes Apple’s Intelligent Tracking Prevention 2.0 technology for macOS and iOS (Mac, iPhone and iPad). For more information and technical details, visit https://webkit.org/blog/8311/intelligent-tracking-prevention-2-0/ Most of our Partner Stores have made the necessary changes to ensure your orders are tracked and you receive IBV. However, some are still working on implementing the required measures to prevent certain browsers like Safari from blocking order tracking.
• Additional limitations for purchases on certain Partner Store sites might apply. See that store's policy for further information.

If none of these conditions apply, forward a copy of the order confirmation email to [email protected] for further research.

Q: How do I redeem Cashback?

A: It’s simple. Once you add a Market Malaysia product to your shopping cart and are ready to checkout, select the “Apply Cashback to my order” option on the payment page. Please note that if you do not have enough Cashback available to redeem for the total price of your purchase, you can combine alternative payment methods to complete your order. (Example: Use Cashback, then pay the remaining balance with a credit card.)

Q: What is a Shopping Trip ID?

A: A Shopping Trip ID is a unique number that lets us know that you left SHOP.COM to visit a partner store. This unique number lets us know each and every visit you make to our partner stores by date and time.

Q: Does the Shopping Trip ID let me know if I earned Cashback from that trip?

A: Yes, we will record each and every trip you make to a Partner Store and if you complete a purchase in one of those trips, we will identify which trip ID generated Cashback. Simply look for the icons next to the trip ID.

Q: What happens if I do not see my Cashback showing on my Cashback Activity report or Shopping Trip Activity report?

A: Please allow up to 7 business days for your purchase to be awarded to your account. If after 7 business days has past, locate the Shopping Trip ID for the store you ordered from on the day of the order. By clicking the Shopping Trip ID, you will be presented an online form to complete and send to customer service.

Q: I made one Shopping Trip to a Partner Store and placed two orders back to back but only one tracked to my Shopping Trip. Why did that happen?

A: In order for each order to track, you must click and generate a new trip ID for each order. Once you complete an order and need to make another one, you must click back through SHOP.COM and get a new trip ID for the next purchase. If you do not, then only the first order will count — the next order will not unless you click through SHOP.COM again before making the next purchase.

Q: What if I do not have a Shopping Trip for the day of my purchase?

A: All purchases must have a Shopping Trip ID on the day of the purchase. By having this ID, it provides us activity that you were logged in to your account and clicked on a qualified link through SHOP.COM.

Q: How far back am I allowed to see my shopping trips?

: The total amount of Shopping Trips that are available to everyone is 3 months (90 days).

Q: How long do I have to request for a missing Cashback order?

A: You have up to 60 days to submit a missing order inquiry for any online retail purchase. After 60 days, the trip ID will be disabled for submitting the missing order request and you will not be able to fill in the request online. If it is a travel request past the time frame, please contact our customer service for assistance.

Q: What is a MY.SHOP.COM gift card?

A: MY.SHOP.COM Gift Card is a payment method that can be used to purchase items sold directly on the SHOP.COM website.

Q: Can I return a MY.SHOP.COM Gift Card?

A: No, MY.SHOP.COM Gift Cards are nonrefundable.

Q: Is the MY.SHOP.COM Gift Card available outside Malaysia?

A: MY.SHOP.COM Gift Cards are available in the United States, Canada, Mexico, United Kingdom, Australia, Hong Kong and Taiwan. MY.SHOP.COM Gift Cards for one country cannot be used on another countries website. Example: MY.SHOP.COM gift cards for Malaysia cannot be used on the SHOP.COM Canadian site located at ca.shop.com and can only be used for items shipped Malaysia. SHOP.COM Canada gift cards cannot be used on the SHOP.COM United States site located at www.shop.com and can only be used for items shipped within Canada using Canadian ship-to addresses.

Q: Where can I view my SHOP.COM Gift Card balance?

A: You can view your MY.SHOP.COM Gift Card balance on MY.SHOP.COM by navigating to the My Account section and selecting the Manage My Gift Cards link.

Q: Where can I redeem my MY.SHOP.COM gift card?

A: MY.SHOP.COM Gift Cards can be used to purchase items sold directly on the MY.SHOP.COM Web site. To contact Customer Service call +603 -2289 3388 for assistance.

Q: Do I receive Cashback on the purchase of a MY.SHOP.COM gift card?

A: No Cashback or other incentives are awarded for MY.SHOP.COM gift card purchases. However, you will receive Cashback on purchases made with the MY.SHOP.COM gift card.

Q: Are there any fee's associated with the MY.SHOP.COM Gift Card?

A: No. There are no maintenance fees associated with the MY.SHOP.COM Gift Cards in Malaysia.

Q: What happens if my MY.SHOP.COM gift card is lost or stolen?

A: If your MY.SHOP.COM gift card is lost or stolen, you will need to contact Customer Service at +603 -2289 3388.

Q: What is VIFT?

A: VIFT is the digital wallet that pays cash daily. VIFT houses your cash and makes it easy for you to redeem your funds or use them on future purchases.

Q: Are there any benefits for using VIFT to make purchases?

A: 1% is awarded back to you in cash for every purchase you make that uses your VIFT balance to cover your total in its entirety.

Q: Are there any fees or charges for redeeming cash from my VIFT wallet?

A: Depending on your redemption method, you may incur little to no fees. Visit your VIFT wallet for more details.

Q: How long does a cash transfer from my VIFT wallet to my bank account take?

A: Transfer speeds vary based on your selected redemption method.

Q: Is there a minimum cash threshold for redemption?

A: Yes. You must have a balance of RM40.00 to redeem cash to your bank account. However, there is no minimum balance required to use toward future purchases.

Q: How do I redeem cash?

A: We offer fast, low-fee payouts. Go to your account and follow the instructions provided to redeem cash easily.

Q: What happens if I don't have a bank account?

A: Shoppers who don’t have a bank account may use their VIFT balance to fund future purchases.

Q: Can I track my VIFT balance and transactions?

A: Absolutely. Your VIFT wallet records your Cashback balance and transaction history in one central location for your convenience.

Q: Are there any limits on the balance I can accumulate?

A: No. You can accumulate as much cash as you want in your VIFT account.

Q: What should I do if there is an issue with my VIFT?

A: Contact our customer support team at [email protected] to report any issues.

Q: What is the difference between Cashback and VIFT?

A: Cashback is rewarded when you shop. The VIFT digital wallet is where your funds are held to redeem or be used for shopping.

Q: Is VIFT safe?

A: Yes! We use state-of-the-art technology to keep your VIFT funds and personal information secure during your shopping experience as well as when you redeem cash to your bank account.

Q: Where can I find my transaction history?

A: Your transaction history can be easily accessed in your VIFT wallet.