Frequently Ask Questions
1. Order and Confirmation
How do I place an order?
- Select the product you want by clicking on the product and add it to your shopping cart by clicking on the "Add to cart" button.
- To check that your items have been added to the shopping cart, click “View Cart” to verify or to make changes to your order.
- Click the “Checkout” button to confirm your order.
- You will be asked to sign in with your email address and password if you have an existing account. For first-time customers, please create an account [by clicking “Create Account”]
- You will receive an email in your registered email address for verification. Click the “Activate your account” button and you will be redirected to the website.
- Complete the shipping details – name, address and phone number. For registered account holders, click “New Address” if you want the item(s) shipped to a different address.
- Click the “Continue to payment” button and select your payment method to pay for your order.
Will I receive an email confirmation of my order?
- You will receive an order confirmation via email to confirm our acceptance of your order
- We will notify you via email within 1-3 business days when your order is ready for dispatch.
- If stock is available for a Product, reasonable efforts will be used to deliver the Product to you within 3-10 business days.
2. Not able to find the product
What if I can’t find the product I want on the online store?
- Try searching for the product using relevant keywords and/or the model number of the product.
- For other brands, please visit the Contact Us page.
3. Payment and Refund
What modes of payment do you accept?
- We accept following the payment options: Visa, MasterCard, GoPay & ShopeePay.
Why can’t my payment go through?
In order to ensure a smooth checkout, we recommend checking your credit/debit card details. Please provide the same billing address as per your bank record. Please also ensure the following:
- Your credit/debit card has not expired and there is sufficient balance available in your accounts.
- Try clearing your browser's cache and cookies.
- Try completing the payment again, preferably using a different payment method. If the issue persists, please contact your bank or card issuer.
How will refunds be processed?
- Please refer to our Terms and Conditions. If you are entitled to a refund, upon confirmation of the refund, you will be required to return the product to us at your own expense. Refund will be processed through your original payment mode within 5-10 working days after returning the product
- Teckwah reserves the right to change these terms and conditions at any time without prior notice.
4. Delivery & Order Tracking
Is there a delivery charge?
- There is a delivery charge based on the weight of the package.
Can I change my address after I have confirmed my order?
- You are able to change the delivery address before orders are shipped out to you. Please Contact Us to change your delivery address.
Can I self-collect my product instead?
- No, Self collect is not available at this moment.
What do the following order status mean?
- “Unfulfilled” – We have received your order and we are processing your order.
- “Fulfilled” – For delivery orders, your order has been picked up by our delivery partner and you can track the delivery status via our partner’s website
How do I track my order?
- You can visit our delivery partner’s website here.
- Search the status of the delivery using the tracking number provided in your order confirmation email.
Can I return/exchange an item?
- If you have a faulty/damaged item to return/exchange, please Contact Us.
- Returns and exchanges must be made within 7 business days from the delivery of the goods.
6. Cancellation of an order
Can I cancel an order?
- Once an order is placed, we do not allow cancellations unless a Product is out of stock after you submit the order.