Faq
Please take your time to refer to our list of FAQ below. If you are unable to find your Question/Answer here or simply because you are lazy, please feel free contact us. We are please to answer your queries.
Q2: What type of payment option I can choose from?
Q3: What is your operating hours?
Q4: Is my information secure using this site?
Q5: What type of information that you gather?
Q6: Does AquaWild share the information it receives?
Q7: What is the shipping rate for delivery within Malaysia?
Q8: I am currently residing outside of Malaysia, can I still make an order?
Q9: How long does it takes for my order to arrive?
Q12: What are tracking numbers?
Q13: How do you pack ordered item?
Q14: Do you provide any guarantee or warranty?
Q15: What should I do after I have received the fish /or shrimp?
Q16: Do you provide Cash On Delivery (COD)?
Q17: What is "Available to Order"?
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aquawild.com.my is an online aquatic and exotic pet store. That means we do not have a walk-in outlet.
Q2: What type of payment option I can choose from?
We had appointed NBePAY as our credit card/debit card payment gateway merchant. As such, you have the convenient to pay by Credit Card (MasterCard, Visa or AMEX). Alternatively, you can perform local bank transfer from Maybank, Alliance Bank or Interbank GIRO (IBG) via other local bank.
Note - Transaction and price listed in our website will be in Malaysia Ringgit (MYR).
Q3: What is your operating hours?
We operate 24 hours a day, 365 days a year simply because we use technology to work for us.
Q4: Is my information secure using this site?
Yes, we know that you care how information about you is used and shared. We appreciate your trust and want you to feel confident in our services and security as it relates to your personal information. Now you might ask us, what kind of personal information about customers does aquawild gather? The information we gather and learn from our customers will help us personalize and continually improve your shopping experience.
Q5: What type of information that you gather?
We receive and store any information you enter on our website or give it to us in any other way. You can choose not to provide certain information. We use the information that you provide for purposes such as responding to your requests, fulfilling orders, customizing future shopping, improving our store features and communicate with you.
Q6: Does AquaWild share the information it receives?
No, we respect your privacy and appreciate your business. At no time do we ever provide your account contact or payment information to any third party vendor, associate or service provider unless absolutely necessary in order to complete your transaction and order.
Q7: What is the shipping rate for delivery within Malaysia?
We are providing FREE shipping within Malaysia for purchases above RM50. Not to forget our Sabahan and Sarawakian buyer, you will enjoy the same. We want you to be happy.
If your purchases are below RM50, we only charge a flat rate of RM10.
Q8: I am currently residing outside of Malaysia, can I still make an order?
Currently we only cater to domestic orders. However, please contact us if you are residing outside of Malaysia and still wish to place orders. We will try our best to fulfill your orders.
Q9: How long does it takes for my order to arrive?
We use Poslaju (Pos Malaysia) as our main carrier for domestic orders. We are commited to ship over your order within 2 working days, subject to successful payment received. Items usually arrive the next working day (within peninsular) and within 3 days to Sabah /or Sarawak. Order received on Friday will be processed and sent out on Monday.
Please ensure that someone will be there to receive the parcel when it arrives.
Note #1 - We try our best to ensure that your receive your order(s) within stipulated time frame. However if the item displayed on our website is out of stock, we will inform you via email/SMS for next course of action.
Note #2 - Order received on Thursday or Friday for livestock will be processed and sent out on Monday to avoid parcel hold at Pos Malaysia through the weekend. Basically we want to minimize Death on Arrival (DOA) risk.
No, our products are all displayed on the website.
Yes, you can call or SMS us @ 019-3375689. Alternatively, you can send us email via contact us page.
Q12: What are tracking numbers?
Every order sent out will always include a reference code (tracking numbers) which will be sent over to your email. This tracking numbers will allow you to check your shipping status with Poslaju Malaysia (here) or you can dial 1-300-300-300.
Q13: How do you pack ordered item?
We use recycled products for all our shipping materials and still take great care in ensuring the package reach you in perfect condition. If you are not comfortable with such packaging, please let us know so we could make special arrangement for you. Our small effort to cut cost besides being eco-friendly will be trickled down to you as well. As a result, you pay lesser.
All live stock is shipped in proper plastic bags/containers and insulated box. We pack our animals to ensure they arrive alive.
Q14: Do you provide any guarantee or warranty?
We are committed to keep you happy with purchases made here. That's one of our responsibility.
(a) Damaged items? - please contact us within 24 hours of arrival. Please note that orders cannot be returned, cancelled or rejected due to shipping delays unless express service was requested at the time of ordering. If the package is damaged by courier company (ie: Poslaju Malaysia), AW will fill the claim and notify you accordingly.
(b) Unsatisfied with the items? - let us know why and we will provide refund or resend option up to your preference. We would greatly appreciate your feedback on why the delivered item was unsatisfactory. However, to avoid unnecessary returns we suggest you ask about any product you are unsure of before you order.
(c) Special or custom order items? - all sales on special or custom order are final.
(d) Alive livestock? - we guarantee our livestock to arrive alive. In the event of a dead on arrival (DOA), we require clear photographs of the specimens and the condition of the parcel within 12 hours upon arrival. Pictures provided must show dead livestock in unopened, sealed plastic bag. If everything checks out, we will offer replacement or money refund whichever you prefer.
Note - Shipping and handling fees (if any) are not covered by guarantee/warranty.
Q15: What should I do after I have received the fish /or shrimp?
Please acclimatize your fish accordingly. Adjust the temperature by placing the plastic bags inside your aquarium for at least 15 minutes then open the bag and release the fish into a small container. Slowly drip water obtain from your aquarium into the container to further adjust the water parameters to be as close as possible. Do not rush! after 1 hour, you may release the fish into your aquarium.
Q16: Do you provide Cash On Delivery (COD)?
Yes, we do provide but limited to few areas in Kuala Lumpur and Selangor. Contact us for further arrangement.
Q17: What is "Available to Order"?
We do not keep stock for certain products. If you are interested to purchase the item, we will bring it in for you subject to item availability.
by AW team
