Frequently Asked Questions (FAQ)

I am new to sheltonmart.com.my: Where do I start?

The first step is to register as a member of sheltonmart.com.my. Registration is free and easy!
To register, simply select a unique username (Log-In ID) along with a secure password and provide your valid email.

Do I need to register in order to make purchases?

Yes, registration is necessary for you to become a member of sheltonmart.com.my and be able to make purchases any time. You need to register only once. It is important to us that all members participate in an honest and professional manner. This also allows us to ensure the security of all users.

Once you become a registered member, you are able to track your purchases, keep a record of your transactions and be regularly notified by email of sheltonmart.com.my’s promotions and sales.

How much does it cost to register?

Registration with sheltonmart.com.my is Free and Easy!

Can I register under more than one account?

No. sheltonmart.com.my will only allow you to register one account per user. In case that you forget your username or password, please don't create a new account in an attempt to remedy the situation. Instead, click on the "Forgot your username or password" link when trying to Log In.

You will be asked to enter the e-mail address you registered with so that sheltonmart.com.my can send you your current Login ID and Password right away. You may contact our Customer Service for further assistance.

How do I make a purchase on the site?

You can add any products in the shopping cart first, however you still have to Login or Register an new account during the checkout process which is compulsory by our system. If you are a new user, you need to register as a member of sheltonmart.com.my.

How can I update my registration information?

sheltonmart.com.my’s members may update their contact information (e-mail address, mailing address, and phone number) by using the "My Address" link under My Account Section. Updating this information is vital for communication with our customers as well as creating an honest and secure environment for all our members.

What about the privacy of my information?

Your privacy is very important to us. sheltonmart.com.my is fully committed to protecting your rights to privacy within our on-line community. We do not sell, rent or otherwise release registered user information to third parties and this information is not used for marketing purposes. We do not voluntarily allow your e-mail address or any other personal information to be displayed anywhere on our website, except in the My Account Control Panel which is accessible only by you with your password.

What are the payments methods available?

sheltonmart.com.my currently accepts:
(i) Direct deposit & Cheque; Funds transfer through Internet Banking; Online Banking (Have to do it manually example: Login to your personal bank website & do the transfer to any of our bank account)
(ii) Third Party Payment Services ie: Ipay88 (Credit Card - Master & Visa) / Bank ATM Debit Card
(iii) Payment by Cheque

These payment options will be presented to you at the check-out stage of your purchase.

Is it safe to use my credit card?

Your credit card is used through iPay88. iPay88 is a secure payment gateway that protect your card information and prevent online fraud.Your security is our priority!

When you use Ipay88, your confidential information is never exposed to online merchants.

Do you accept cheques?

Yes. Clearance of cheque can take a considerable time which will hold up the completion of a purchase. If you are bank in cheque, we will deliver your products after cheque clearance.

Can I cancel a purchase if I changed my mind about the item after paying for it?

No. Please take your time to read the description page of the item and be fully satisfied with it. You may even ask us questions about the item or request for more information before deciding to buy and pay for the item.

Can I return an order?

As a general rule and policy, we will not accept returns and requests for refunds. The exception is when a purchased item does not substantially conform to its description on our website. Then, upon your return and our verification,we will refund 100% of your purchase price, excluding shipping costs.

What is your missing/damaged items policy?

Claims for missing or damaged items shall only be entertained if certain conditions are met by you.

Will I be reimbursed for my duty & tax fees?

sheltonmart.com.my is not responsible for reimbursement of duties & taxes, especially for our overseas clients. However, you may request a form from your customs office for reimbursement. Please consult your local customs for duties, regulations, and restrictions. We can then provide the documentation for the item returned.

I want to cancel my order but it has already shipped. Can I just refuse the package when it arrives?

No. All refused packages are subject to re-stocking fees.

I have not received my order. What should I do?

We apologize if your order does not arrive within the estimated delivery time frame. Tracking information is provided to confirm delivery status for most orders. You can track your order by using the information provided in your shipping confirmation email or by login into your account and select “History and details of my orders” to check your order details.

Please note that if you do not receive your order after the estimated delivery time frame, please contact us by sending us an email. This can be done by contacting customer service.

My order was returned to sheltonmart.com.my, but I still want my items. Can my order be reshipped to me?

If your order was undeliverable and returned to us, we can reship your order at your request. Once the package is received by us, we will notify you by email.

However, domestic orders will be asked to pay for the returned surcharge and re-delivery shipping charges for the 2nd attempt of delivery.

International orders are required to contact us to reassess the shipping charges.

How can I ship to an alternate address?

You may add (and retain) another delivery address into your account at any time.

I won't be home when my order is scheduled to arrive. Can my order be re-routed to another location?

Unfortunately, for insurance purposes, we are unable to re-route orders while in transit. Once the first delivery attempt is made, you may contact the courier company and reference your tracking information to make the necessary arrangements to have your order delivered to an alternate address. Certain charges may apply.

My order shows it was shipped, but the tracking information does not provide any details. Why?

If your order has been shipped recently, it probably has not received its first destination scan. It may also be that the shipping company has not updated the information on their site. Please contact customer service if you do not receive your order after the estimated delivery time frame.

I paid for 2 orders on the same day. Will they be shipped together?

No, orders are shipped individually. However, we may be able to combine them if your first order has not been shipped.

To ensure that your items are shipped together, please make payment for the items together.

Do I have to pay for duties & taxes?

Yes, please be advised that you are responsible for customs fees and duties on all packages shipped out of Malaysia. Please consult your local customs for duties, regulations and restrictions.

It's been 3 weeks, why have I not received my order?

For domestic orders, it typically takes 3~5 working days for delivery within Peninsula Malaysia and 1~ 1 weeks for Sabah and Sarawak.

Please contact us if you have not received your package by the said time frames.

I have others doubts. What shall I do?

Please contact us at sheltonpuchong@hotmail.com or send your enquiry from our Contact Form.