Hi overseas Customers, since our PayPal account having some issue, please using credit card method to make payment. Thanks!
FAQ

 

MEMBERSHIP

 

Q1 How do I become a member?

Visit https://hobbyshackshop.com/login and create an account or click the Facebook Log In button to sign up with your Facebook account. You will become a member of HOBBY SHACK

MY ACCOUNT

 

Q1 What if I have forgotten my password?

Kindly click the “Forgot password?” link on the member login page. You will be required to key in your email address. After that, you will receive an email to reset your password. Please ensure that you check your Spam/Junk Mail folder for the password resetting email.

 

HOBBY SHACK REWARD POINTS

 

Q1 What are reward points?

Reward points are rewards given to our members for purchases made at the HOBBY SHACK online store. These reward points can then be utilised to make purchases or partial redemptions at HOBBY SHACK online store.

Q2 How can I earn reward points?

You can earn reward points for purchases made through your account at the HOBBY SHACK online store. The Reward Points Accumulation System is depicted below:

Earning Points

RM 1 spent = 1 reward points

For example

Total amount spent = RM 100

Total reward points = 100 reward points

 

Q3 How can I redeem my reward points

You must log in to your account and apply your reward points at the checkout page https://hobbyshackshop.com/cart.

Redeeming Points

200 reward points = RM 1

For example:

Receipt amount = RM 20

600 reward points = RM 3

Balance to be paid = RM 17

 

Q4 Can I use my reward points at any third party merchandiser?

Unfortunately, reward points can only be utilised at HOBBY SHACK online store https://hobbyshackshop.com

 

PAYMENT

 

Q1 What kinds of payment methods are available at your website?

We engage FPX, Paypal, and Boost as our payment gateways; therefore, we accept payment via credit card and debit cards, online banking, selected eWallets, and more.

 

Q2 Can I place an order through email, Facebook, or a phone call?

We are sorry to inform you that we do not accept orders through email, Facebook, or phone calls.

 

DELIVERY

 

Q1 When will I receive my order?

We are commited to processing orders as soon as possible after payment has been received. Please allow us 1 to 2 business days to pack your orders and arrange delivery for them.

Destination

Standard Delivery Time

Malaysia

3-7 working days

International

7-14 working days

Please note that delivery time may vary during peak periods.

 

Q2 How much is the delivery fee?

The delivery fee will be displayed on the checkout page. Kindly note that items must be added to the cart in order for the delivery fee to be calculated.

 

Q3 Do you provide international shipping services?

Yes,we do provide international shipping. You may view the available shipping destinasions on the checkout page. The delivery time for international shipping is stated below.

Destination

Standard Delivery Time

International

7 – 14 working days

 

Q4 How can I check the international shipping cost?

You can view the international shipping cost from the official HOBBY SHACK website by following the steps listed beolow:

Step 1: Choose the “ Estimate Shipping & Taxes” option on the checkout page.

Step 2: Select the destination that you wish to have your order delivered to.

Step 3: Get the quote on the shipping fee.

 

Q5 When can I get my order’s tracking number after I have made payment?

You can expect to receive the tracking number within 2 business days after payment has been made.

Q6 How do I track and trace my order?

Once your orders have been picked up by our assigned logistic company, the tracking number will be made available to you. You can then track the delivery status of your orders via the steps and links below:

Step 1: Go to https://track.pos.com.my/postal-services/quick-access/?track-trace

Step 2: Key in the tracking number, eg: ENxxxxxxxxxxxxxxxxMY, and click ‘Track’.

 

Q7 I can’t track my order on the courier’s tracking page. What should I do?

If you are unable to track your order on courier’s tracking page, your parcel might have been just handed over to our courier partner. Kindly note that tracking numbers take up to 24 hours to be activated on the courier’s tracking system.

In the event that you are still unable to track your order 24 hours after receiving the tracking number, please contact our Customer Care team via our Facebook live chat box on our official HOBBY SHACK website (excluding weekends and public holidays)

 

Q8 What happens if I do not receive my order after the standard delivery period?

In the rare occurrence that your order is not delivered on time, please contact our Customer Care team via our Facebook live chat box on our official HOBBY SHACK website, and we will be happy to assist you.

 

Q9 Do you deliver during weekends and holidays?

Unfortunately, our courier partners are unable to deliver during weekends or public holidays. Please expect to receive your orders on business days only.

 

ORDER CANCELLATION AND PRODUCT EXCHANGE

 

Q1 Can I cancel my order if I already made the payment?

Products sold are non-refundable; therefore, we regret to inform you that orders cannot be cancelled once payment is received. Kindly ensure that you have checked and validated all details and information before you proceed with payment.

 

Q2 There is something wrong with my product. Can I get an exchange?

Kindly provide our Customer Care team with the original receipt and evidence of the defect.

Products with the following defects are eligible for exchange:

  1. Wrong Product
  2. Factory Deffect

Products with the defects listed above are eligible for an exchange with another product of the same value. If your product’s defect is not one of those stated above, contact us via our facebook live chat box on our official HOBBY SHACK website.

HOBBY SHACK will review defects on a case-by-case basis and reserves the rightto determine a product’s eligibility for exchange.

 

Q3 If I have purchased items from another online marketplace or physical store, can I still exchange them at the HOBBY SHACK online store?

Unfortunately, all products purchased through third party merchandisers cannot be returned or exchanged with HOBBY SHACK. Conversely, all items purchased through the official HOBBY SHACK website (https://hobbyshackshop.com/) may be exchanged by contacting our Customer Care team.

 

Q4 Can I exchange items after 20 days have passed from the tax invoice date?

Unfortunately, products cannot be exchanged after 20 calendar days from the tax invoice date.

 

OTHERS

 

Q1 If I have questions that are not covered here , where I can I direct my enquiries to?

You may contact us via Facebook live chat box on our official HOBBY SHACK website.