A collective of awesome juices from the world's awesome.
FREE DELIVERY WITHIN MALAYSIA ON PURCHASE OF RM80 & ABOVE!

FAQ

Browse F.A.Q. Topics

Order

  • Why the product is “Backordered”?
    "Backordered" is usually for an order placed for (a product) that is temporarily out of stock - or not keep in-stock. The said product is normally ready within 2-4 business days, unless stated in the product description.
  • What is an Order ID?
    Order ID is an order number. This can be seen as "Order #13xxx". Order ID is important when you are making payment using Maybank2U Pay or Direct Bank Transfer so we could easily differentiate your payment.
  • I get this error on my shopping cart and at check out. “No shipping methods were found; please recalculate your shipping or continue to checkout and enter your full address to see if there is shipping available to your location.”
    The error may have caused by either your billing / shipping address is not available in our tier shipping rate, OR you have exceeded the maximum weight. If you get such error, please get in-touch with us and we will fix it accordingly.
  • I get an error when order is placed and paid, what do I do?
    If you order did not went through, or received an error in between of process. Please write to us at [email protected]
  • I would like to buy item in bulk. Do you offer wholesale price?
    Yes we do, please get in-touch with our team at [email protected] or WhatsApp us at +60124567442.

Payment

  • How do I pay for my orders?
    We accept Direct Bank Transfer, Online Banking (supports major banks by iPay88), Maybank2U Pay, PayPal, and credit cards through PayPal only. All prices are in Ringgit Malaysia (MYR) and prices charged to overseas-based credit cards are according to the exchange rate at time of payment.
  • What is an Order ID?
    Order ID is an order number. This can be seen as "Order #13xxx". Order ID is important when you are making payment using Maybank2U Pay or Direct Bank Transfer so we could easily differentiate your payment.
  • What is PP Fees (4%)?
    This is a payment fee charge for that particular payment method. You can opt other payment method if you do not want to pay for such charges.
  • No pop-ups when I choose Maybank2U Pay. What should I do?
    Your browser may have a pop-up blocker. You can try to reopen the pop-up within your email, and if that failed too - please transfer manually into our bank account - details are available in the order email.
  • I placed an order, but I am unable to pay with “Online Banking” – nothing loads after I click place order.
    Please note that our "Online Banking" payment method has RM600 limitation of the total cart value. Should your cart total value exceed RM600, you would NOT be able to make payment using "Online Banking" or ipay88. Please use other available payment method available.

Returns / Refund

  • What is the return process?
    We described in detail of our return and refund policy, Delivery & Returns Policy
  • I paid extra on my purchase. How do I get the balance?
    We will not refund, nor return cash in your order package. The balance of your payment will be converted to our store points (RM1.00 = 100 points). You will be notified of when your balance is credited to your store point credit.
  • I received my package damaged, what should I do?
    Please get in touch with us. Please note all products are carefully packed and wrapped, it will be in our best interest and discretion to issue replacement or refund the product. This is limited ONLY to sealed and unopened product – bottles that have been opened and/or used can not be exchanged for another flavor or returned. For more detailed explanation, please check out our Delivery & Returns Policy

Shipping

  • What is the area covered by Same Day Delivery?
    Our Same Day Delivery service covers most areas within the Klang Valley that includes Ampang, Damansara, Subang Jaya, Puchong and Klang. For our postcode coverage area, please CLICK HERE.
  • Can I track my parcel if I choose Same Day Delivery?
    All Same Day Delivery has tracking (from pickup until end of delivery) and notification will be sent via SMS and email. When our delivery partner rider arrives at the point of delivery, it’s expected someone to be available to sign for the parcel(s). In the event than nobody is available, and a schedule delivery or wait-time may incur additional charges. The rider will wait at your premise for 10 minutes, free of charge. Our delivery partner can be reached at +0392013427 – Monday to Friday, 9am-10pm.
  • Do you offer Same Day Delivery service?
    Yes, we do! Our same day deliver covers most areas within the Klang Valley that includes Ampang, Damansara, Subang Jaya, Puchong and Klang. Please refer to our postcode coverage area – CLICK HERE. Two options for same day delivery.
    • Same Day Delivery (2PM-6PM) – Order has to be placed before 11AM on the delivery day. Delivery window is between 2PM to 6PM, same day. Should a specific time is required (within the delivery windows), add your desired time in the “Order Notes” at Checkout page.
    • Same Day Delivery (6PM-10PM) – Order has to be placed before 2PM on the delivery day. Delivery window is between 2PM to 6PM, same day. Should a specific time is required (within the delivery windows), add your desired time in the “Order Notes” at Checkout page.
    Service is available ONLY: Monday to Friday: Deliveries run from 2PM to 10PM. Order has to be submitted before the stipulated time. **Same Day Delivery service is NOT available over the weekend (Saturday & Sunday) and during major Public Holidays.
  • Do your provide Cash-on-Delivery or Self-Collection?
    At the moment, we do not provide COD service. However, you can self-collect your order at THE9 HQ - click here to read more.
  • What options do I have for shipping?
    Domestic shipping is using Poslaju (up to 2kg), and registered parcel for large orders. International shipping, 2 options available – Poslaju International (EMS) and Pos Malaysia Flat Rate. You may chose either one of the shipping option at “Checkout” with pre-calculated charges, the latter is cheaper but a lot slower. **We will be offering International delivery using Fedex in 2016.
  • How shipping cost is calculated?
    1. Domestic shipping is charge on a flat rate – RM8 within Peninsular and RM12 for Sabah and Sarawak. You enjoy FREE shipping when you spend RM80 and above!
    2. International shipping cost is calculated based on the total weight / volume metrics per order to a specific location / countries under a tier pricing structure (eg. first 500g cost X price, and for every 500g is an additional Y price). The price is provided by our Courier Company inclusive of the 25% surcharge. We have already pre-calculated the cost for some countries up to 2Kg.
  • What are the difference between Poslaju EMS, and Pos Flat Rate?
    1. Poslaju EMS - Express Mail Service with tracking, average 2 to 7 business days. Charges calculated for the first 500g, and every subsequent 500g.
    2. Pos Flat Rate - A fixed flat rate charges up to 2Kg, from RM30 to RM60 depending on Zones. Average 7-14 business days.
    • Zone 1 -  RM40: Brunei, Singapore, Cambodia, Hong Kong, Laos, Myanmar, Philippines, Thailand, Indonesia & Vietnam.
    • Zone 2 - RM65: Other Countries.
  • How do I track my shipment?
    A shipment tracking link will be included on each completed order email. It can also be viewed under your “My Account” of each order number. Alternatively, you can track & trace the tracking number at http://www.poslaju.com.my/track-trace/.
  • How long does it take for my order to get delivered?
    The delivery time provided with your shipping options is an estimation provided by our Courier Service company. The estimated delivery time listed applies to major cities only. Delivery to areas outside of major cities may incur additional days. Packets, envelopes with enclosures, documents, merchandises, etc are subjected to customs inspection and clearance. Items subjected to customs inspection and/or clearance may incur additional 48 -72 hours or longer.
  • Do you ship to my country?
    We ship worldwide - to any countries covered by our courier service company of more than 200 countries EXCEPT Israel.
  • Can you guarantee my shipment will not be stopped and returned by my country’s Custom Authorities?
    All shipment package are subjected to Custom inspection and clearance. Please ensure arrangement with local authorities is made prior to package shipment. WE WILL NOT BE RESPONSIBLE OR LIABLE FOR ANY LOSS OF ANY SORT INCURRED AS A RESULT OF THE PACKAGE BEING HELD OR RETURN BY THE RECEIVING COUNTRY CUSTOM. ALL RETURNED ITEMS WILL BE DISPOSED AND DESTROYED.
  • Will I be charged any additional Custom fees or taxes?
    Import and customs duties vary from country to country, and are usually charged when the parcel reaches it’s selected country destination. Please ensure arrangement with local authorities is made prior to package shipment, and provide us with the VAT / tax number (if any) to ensure it’s included in our shipment invoice.