Frequently Asked Questions

Frequently Asked Questions (FAQs).

We've compiled a list of frequently asked questions (FAQs) to hopefully answer most of your concerns regarding your online shopping at CTHardware.com.

Delivery
Do deliveries require a signature?
Yes, all deliveries requires a MyKad number and signature on the courier's consignment note copy.

Do I need to be home to accept a delivery?
If you’re out during time of delivery, anyone at home with a MyKad, can sign for the package on your behalf. If no one’s home, our courier will usually re-attempt delivery the following day or call your contact number to arrange for a convenient time for delivery.

Do you deliver to my area?
Yes. We deliver throughout Malaysia including both Sabah and Sarawak. However certain promotional items or over-sized products are not available for delivery outside the Peninsular due to shipping restrictions on weight and size.

At the customer’s request and cost, we can arrange for third-party air freight shipping for over-sized
items. Please email info@cthardware.com or call our Customer Service at 03-7803 2200 for details.

Do you offer same-day delivery?
Unfortunately we don’t offer same-day delivery at the moment. However, for areas within the Klang Valley, you may request for a more convenient date and time for delivery by leaving a remark on the checkout page.

How do I track my current or check on my previous orders?
Registered customers can check their order status on the My Orders page or via the link included in the email order confirmation. If you require further assistance, please call our Customer Service at 03-7803 2200.

How long after I place an order will it be dispatched?
We aim to dispatch all orders received before 2pm same business day, pending stock availability.

Will I be notified when my package has been dispatched?
Yes. Once each item in your order has been dispatched, you will receive a notification, either via email or SMS.

What’s the delivery lead-time?
Delivery times will often vary by postcode and product size but should typically take three working days within Peninsular Malaysia.

How much is delivery to my area?
Delivery costs will vary by postcode and item. Please read our Delivery Information for more details.

Do you ship internationally?
No. Currently we only ship to destinations within Malaysia.

I haven't received my order. Where do I check on my order status?
Registered customers can check their order status on the My Orders page or alternatively via the link included in the email order confirmation.

I ordered multiple items in my purchase but haven't received all of them. When will they arrive?
Occasionally, orders are split between different deliveries and should arrive within 48 hours of each other. Some exceptions may apply. If your order has not arrived within this time frame, please call our Customer Service at 03-7803 2200.

There is an item missing from my package. What can I do?
Please call Customer Service at 03-7803 2200 and we will look into it.

Do I need to create an account in order to shop online?
Registering for an account is optional. You can purchase products as a guest. However, by registering an account, you will be able to obtain your order history for all purchases, track your orders and have speedier checkouts for future purchases.

How do I create an account?
To create a CT Hardware account:
   • Click on the My Account link at the top of any page.
   • Select the 'Create an account' button on the left hand side.
   • Follow the prompts to create a new account.

How do I add or change personal information in my account?
To change your personal details:
   • Click on ‘Log In’ or, if you are already logged in, choose 'My Account' from the top of any page.
   • Under 'My Account' choose 'My Dashboard' to see the information saved in your profile.
   • Edit your details in the appropriate fields.
   • Click 'Save'.

How do I change my email address?
To change your email address:
   • Click on the ‘Log In’ link or, if you are already logged in, choose 'My Account' from the top of any page.
   • Under 'Contact Information' choose 'Edit' to see the information saved in your profile.
   • Edit your new email address in the 'Email address box'.
   • Click 'Save'.

I can't remember my password. How do I reset it?
To reset your password:
   • Click on ‘Log In’ link at the top of any page.
   • Select the 'Forgot your password?' link.
   • Enter the email address you used to sign up for your account.
   • Click 'Submit'.
An email with instructions on how to reset your existing password will be mailed to you. Follow the instructions to reset your password.

How do I change my password?
To change your account password:
   • Click on the ‘Log In’ link or, if already logged in, choose 'My Account' from the top of any page.
   • Under 'My Details' select the 'Change password' option.
   • Select 'Edit' next to your password to make changes.
   • Click 'Save Changes'.

How do I sign up for the CTHardware.com newsletter and what are the benefits?
You can subscribe to our email newsletter during the registration process and also sign up for our newsletter without signing up for an account. Along with our newsletters, you will also be notified of our offers and promotions as well as receive promotional vouchers.

How do I logout from my account?
To logout, click the 'Logout' option at the top of any page.

Will CTHardware.com use my personal information for marketing purposes or share it with third-parties?
We do not share or sell any personal information to third-parties under any circumstances. However we do send out newsletters, offers and promotions for email subscribers. At CT Hardware.com, we respect the privacy of our customers. Please read our Privacy Policy for further information.

What should I do if I think my account has been compromised?
If you think someone else has gained unauthorised access to your account, you should reset your account password. Please call our Customer Service at 03-7803 2200 should you need further assistance.

Orders
How do I place an order with CT Hardware.com?
   • To place an order on our website, browse for the items you are looking for. Add the items to your shopping cart using the 'Add to cart' button.
   • When you are ready to checkout, click on the shopping cart icon then the 'Proceed to checkout' button.
   • If you require further assistance, please call our Customer Service at 03-7803 2200.

How do I modify an order?
Unfortunately, once an order has been submitted it cannot be modified. If you wish to add products, you will need to place another order.

How can I view and print my online order confirmation?
Registered customers can view all past and current orders in the 'My Orders' section of your account. To view your order history:
   • Click on the ‘Log In’ link or, if you are already logged in, choose 'My Account' from the top of any page.
   • Select 'My Orders'.
   • Your complete order history will be displayed.

To check the status of a specific order:
   • Click on the Log In link or, if you are already logged in, choose 'My Account' from the top of any page.
   • Select 'My Orders'.
   • Find the specific order and click 'View Details'.
   • You can also call our Customer Service at 03-7803 2200.

Am I able to send an order as a gift and not have the item value disclosed?
Yes. Please contact our Customer Service at 03-7803 2200.

What is ‘gift messaging’?
If your order is a gift, you can add a personalised message which will be added to a gift card inside the box.

Can I collect my order from a nearby branch?
Yes, you can pay for your online purchase and collect it from our branches. Please select 'Click & Collect at store xxx' during the checkout process.

Please print out the order page or specify your order number and bring along your MyKad for verification. It is also a good idea to call the branch in advance to check if your item is in stock. We may refuse your order if you are unable to produce the necessary documents for security reasons.

Can I purchase an item that is out of stock?
Out of stock items are not available for purchase. You can however contact our Customer Service at 03-7803 2200 or email into@cthardware.com to check when the item will be available.

Payment
What is a promotional voucher and how do I receive one?
Customers are able to receive promotional vouchers by subscribing to the CTHardware.com email newsletter. You will however need a registered account to use the voucher code.

What payment forms are accepted by CT Hardware.com?
You can use the following payment types when making a purchase:
» Visa
» MasterCard
» American Express
» Paypal
» Selected online bankings

How do I use my e-voucher code?
During the checkout process, you will be asked to enter any promotional codes you may have.

How will I know if my payment has been successful?
Your screen will display a message thanking you for your purchase along with your order number. You can use this order number for future reference regarding any queries you may have. You will also receive an email confirmation of your order.

I forgot to use my e-voucher code during checkout.
Unfortunately, we are unable to add promotional voucher codes to your order after it has been submitted. However, you can still use your promotional voucher on your next order, provided it hasn't passed the expiry date.

I think my payment has failed. Can you help me?
You will be notified if there is a problem with your card. You will then be prompted for an alternate payment method. Should you encounter any additional complications, please contact our Customer Service at 03-7803 2200.

Why does my e-voucher code not work?
This may be due to the fact your voucher has already expired or you may have tried to purchase a product that may not be covered by that particular voucher.

Pricing and Stock
Currency
All pricing on the CTHardware.com website is in Malaysian Ringgit.

I can't find a particular product I'm looking for.
Please contact us on 03-7803 2200 to see if the item is part of our store range but not yet available online.

How do I search for a particular product?
You can use the search function at the top of the page or by browsing through the category tabs on each page.

Your website indicated that stocks was available, but when I wanted to place an order, it was out of stock.
We try to ensure that stocks on our website are regularly updated, but for popular items, particularly those that are on promotion, stocks can often be sold out quickly. We apologise for any inconvenience.

Why can't I get the online price for in-store purchases?
Our in-store branches and online store are under different managements thus promotions and pricing may also differ. From time to time we may also offer online-only promotions, which can vary from our in-store promotions.

Privacy and Security
How can I be sure that my details are safe when using your site?
We take all reasonable steps to protect your personal information from misuse, loss and unauthorised access. To learn more about data security, please read our Privacy Policy.

Returns and Refunds
How can I return or exchange my order if it’s faulty or incorrect?
In the unlikely event that your purchase is faulty or described wrongly, we will refund or exchange the item. Please call our Customer Service at 03-7803 2200 to arrange for a return. Refer to our Returns Policy for full terms and conditions.

Technical Information
I was trying to make a payment when an error message popped up saying, "Sorry, your secure session timed out." What does this mean?
If you happen to leave your session idle for some time, the session will automatically time out for security reasons. You will need to log back in and resume the checkout process.

Product Reviews
How can I submit a product review?
You can submit a product review by clicking on 'Customer Reviews' then ‘write a review’ below the  product page. Once you have submitted a review you are not able to re-edit it.

Where do I find the reviews for a particular product?
While viewing the details of any product, select the 'Customer Reviews' tab below the product. You can also filter to see a particular category of review.