Hapicura - FAQ - Shipping, Return & Refund
FAQ - Shipping, Cancellations, Refunds & Returns Frequently Asked Questions
SHIPPING:
- What addresses do you ship to?
At Hapicura, we ship to addresses within Malaysia. We strive to ensure that our adult diapers reach customers across the country conveniently and efficiently.
- Can I provide a different shipping address than my billing address?
Yes, we understand that you may need your order shipped to a different address for various reasons. During the checkout process, you can provide a separate shipping address that is different from your billing address. This allows you to have your adult diapers delivered to a location that is most convenient for you.
- Do you ship to P.O. Boxes?
To ensure timely and secure delivery, we do not ship to P.O. Boxes. We deliver only to valid and legitimate shipping addresses provided during the checkout process. This ensures that your adult diapers are delivered safely to your preferred location.
- What happens if I provide an incorrect shipping address?
Accurate and up-to-date shipping information is crucial for successful delivery. If you accidentally provide an incorrect shipping address, please contact our customer service as soon as possible. We will do our best to assist you in updating the shipping address, but please note that any additional shipping charges or delays resulting from the incorrect address will be your responsibility.
- How long does shipping usually take?
We strive to process and ship orders promptly. Shipping typically takes between 2-5 working days (Monday to Friday) for your adult diapers to reach your destination within Malaysia. Please note that actual delivery times may vary depending on your location and any unforeseen circumstances during the shipping process.
- What are your shipping hours and days?
Our shipping operations are conducted during regular office hours, which are from 9:00 am to 5:00 pm on weekdays (Monday to Friday). Orders placed outside of these hours will be processed on the next business day. We work diligently to ensure your adult diapers are shipped in a timely manner to meet your needs.
- Will I receive a tracking number for my package?
Yes, once your adult diapers have been dispatched from our warehouse and picked up by our shipping partner, we will provide you with a tracking number. This allows you to track the progress of your package and have full visibility of its delivery status.
CANCELLATIONS:
- How can I cancel my order?
To cancel your order, please contact us as soon as possible. You can submit a cancellation request by emailing us at customer.service@hapicura.com.my or through our customer service hotline on WhatsApp at +6010-8855311. We will assist you in cancelling your order promptly.
- Can I cancel my order after it has been packed?
Cancellation is only available for orders that have not been packed yet. Once the order has been packed, it is no longer eligible for cancellation. Therefore, it is important to reach out to us as soon as possible if you wish to cancel your order.
- What is the deadline for cancelling an order?
We recommend contacting us for cancellation as soon as you decide to cancel your order. The earlier you reach out to us, the higher the chances of cancelling the order before it is packed and prepared for shipping.
- How do I submit a cancellation request?
To submit a cancellation request, please email us at customer.service@hapicura.com.my or reach out to our customer service hotline on WhatsApp at +6010-8855311. Provide us with your order details, including the order number and your reason for cancellation, and our team will assist you accordingly.
- Can I cancel my order through phone or email?
Yes, you can cancel your order through both phone and email. You can either call our customer service hotline at +6010-8855311 or email us at customer.service@hapicura.com.my to request the cancellation. Our dedicated team will guide you through the cancellation process and address any queries you may have.
RETURNS:
- Do you accept returns?
Yes, we accept returns at Hapicura. We understand that customer satisfaction is important, and we strive to provide a positive shopping experience. Therefore, we offer a return policy for eligible items.
- What is your return policy?
Our return policy allows for returns within 7 days after purchase. To be eligible for a return, the item must be in its original condition, including all original labels, swing tags, packaging, and any other items supplied by the manufacturer. We kindly request that you carefully check the items before removing the labels. Please note that we do not provide refund services, but we offer exchanges for items that meet the return criteria.
- How many days do I have to return an item?
You have 7 days from the date of purchase to return an item. It's important to initiate the return process within this timeframe to be eligible for an exchange.
- What condition should the item be in for a return?
The item should be returned in its original condition, which means it must be as new and unused as when it was initially sent to you. This includes all original labels, swing tags, packaging, and other items provided by the manufacturer.
- Can I return a product that doesn't fit?
We do not accept returns for products that do not fit. It is important to carefully consider the size and specifications of the product before making a purchase. However, if the product is defective or does not meet the expected quality, please refer to our return policy for further instructions.
- What should I do if I receive a defective product?
If you receive a defective product, please notify us via your invoice order within 7 days from the date of receiving the item. We will provide you with instructions on how to proceed with the return and exchange.
- How do I notify you about a defective product?
To notify us about a defective product, please reach out to us via your invoice order within 7 days from the date of receiving the item. You can contact us by email at customer.service@hapicura.com.my or through our customer service hotline on WhatsApp at +6010-8855311. We will guide you through the process and provide the necessary instructions for the return.
- What are the steps to return an item?
To return an item, please ensure it meets the return criteria outlined in our return policy. Then, notify us about the return by reaching out via your invoice order within 7 days from the date of receiving the item. We will provide you with the necessary instructions for the return process. Please note that customers are responsible for the shipping costs incurred during the return process.
REFUNDS:
- Do you offer refunds?
At Hapicura, we do not offer refunds for any products sold. Our refund policy states that goods purchased through Hapicura.com.my are non-refundable.
- What is your refund policy?
As mentioned earlier, our refund policy indicates that we do not provide refunds for any products sold through Hapicura.com.my. Instead, we offer exchanges for eligible items that meet the conditions specified in our return policy.
- Can I get a refund for a returned item?
No, we do not offer refunds for returned items. Our policy only allows for exchanges if the returned item meets the criteria outlined in our return policy.
- Will I receive a refund if I don't meet the return conditions?
If the returned item does not meet the return conditions, it will not be eligible for an exchange. In such cases, the returned item will be sent back to you within 3 working days, and no refund will be provided.
- How long does it take to receive an exchange item?
The timeframe for receiving an exchange item may vary depending on factors such as the return shipping time and product availability. Once we receive the returned item and confirm its eligibility for exchange, we will process the exchange as soon as possible. For specific details regarding the timeline, please reach out to our customer service team for further assistance.
SHIPPING ADDRESS CHANGES:
- Can I change my shipping address?
Yes, you can change your shipping address. If you need to modify the shipping address, please email us at customer.service@hapicura.com.my within 24 hours of submitting your order.
- What is the timeframe for changing the shipping address?
To ensure that we can accommodate your request, please reach out to us within 24 hours of order submission to request a change in the shipping address.
- What if I request a shipping address change after 24 hours?
If you request a shipping address change after 24 hours upon order confirmation, you will be responsible for any associated shipping charges. We recommend contacting us as soon as possible to make the necessary changes within the provided time frame.
- Are there any charges for changing the shipping address?
If you request a shipping address change within 24 hours of order submission, there are no additional charges. However, if you request a change after 24 hours, you will be responsible for any associated shipping charges for the re-delivery of the goods to the new address. Please note that these charges will be disclosed to you upon requesting the second delivery attempt.