Frequently asked questions
Quick answers about ordering, payment, shipping, tracking, pickup, wallet credit and loyalty rewards.
Do I need an account to place an order?
Yes. Sign in before checkout so your orders, receipts, rewards and shipment updates stay linked to your account.
What is the minimum order amount?
If minimum ordering is enabled, the required amount is shown in your cart and checkout. The amount is controlled by the administrator. It is checked after promo discounts and before wallet or loyalty credits.
Can I add an order note?
Yes. Checkout includes an optional order note where you can add useful instructions for your order.
What does “Air or Sea” mean?
The product can be shipped using either air or sea. Choose the available method when adding the product to your cart.
What does “Sea Only” mean?
The product is available only through sea shipping, usually because of size, weight or the nature of the item.
What is Free Shipping or Paid Shipping?
Free Shipping means no shipping fee is due. Paid Shipping means the shipping amount is calculated later and paid on delivery because the final charge is not yet known at checkout.
Are shipping estimates final?
No. The shipping estimator is a guide. Final paid-shipping charges are confirmed after the warehouse or carrier measures the shipment.
Can I use wallet credit at checkout?
Yes, when you have available wallet credit. Wallet credit can reduce the payment amount, but it cannot be used to bypass an active minimum-order requirement.
How do loyalty points work?
You earn points on eligible confirmed payments. The administrator controls the redemption requirement and value, and the current rule is shown at checkout.
How do installments work?
Products that support installments show the available payment plan. The product is released after the product balance has been fully paid. Shipping remains separate where applicable.
How do I track an order?
Open Track Order and enter your Order ID only. You do not need to enter your mobile number.
Where can I pick up?
Available pickup locations appear during checkout. Select the location that works for you.
How do I contact support?
Use Support Chat from your account, or open Contact Us for the available phone, email and WhatsApp options.