Frequently Asked Questions

Is it safe to do online shopping? Is it safe to submit my credit card online?

Yes. When you place an order online or browse the website, your personal information and credit card information are encrypted using SSL encryption technology before being sent over the Internet, making it virtually impossible for your information to be stolen or intercepted while being transferred to e-Phamax.
And don’t forget that we are using PayPal as our payment gateway, they provide very strong inspection over the transaction done between both the buyer and seller, and therefore your online transaction will be closely monitored and secured.

How can I make an order?

The order steps are very simple. Simply browse in our website and click ‘Add To Cart’ for the items that you would like to purchase. Only few more steps to finish off, see our ‘Order Procedure’ for more information.

How do I know if the item I want to order is in stock?

All items displayed are ready stocks and available for sale anytime. However, due to high order volume for some items, they may be out of stock sometimes. If coincidently you have placed an order for the out-of-stock item, we will restock witihin 3-5 working days and will not disappoint your order. The difference is the date for you to receive the out-of-stock item will be delayed, and we will first send an email to notify you if this happen. We hope you bear with us.

Can I change my order?

Once an order is confirmed, it cannot be changed. However, you can notify us as soon as possible if you would like to make changes on mailing address.  As long as your order has not been delivered, we will help you make the changes that you might need. If you wish to increase the quantity, just notify us and place a new order, we can wait for your new orders and send you the goods together so that you can minimize your delivery cost. 

What circumstances will cause my order being cancelled?

Your order will be cancelled if:
(1) the items is permanently unavailable;
(2) you are unable to comply with our Terms and Conditions;
(3) you have failed our validation or security checks;
(4) we have not receive your payment within 3 days.      

What do I do if my order has been cancelled?

When you order has been cancelled, your previously selected item(s) will be treated as available stock for sale. If you wish to purchase again, you will need to place a new order.

What methods of payment do you accept? How can I make payment?

We accept:

  1. PayPal – which accept Credit Card / Debit Card / PayPal Balance. If you do not have a PayPal account, you will automatically get one once you completed your payment through the given pathway. It’s absolutely simply, easy and safe!!! That’s all, very straight forward and no extra charges!
  2. Bank to Bank Transfer – for Malaysian only.
    We will give you our bank account number when you have confirmed your order.

Why PayPal?

PayPal is a global leader in online payments who offers its user a SAFE (Secure, Accessible, Fast, Easy) and reliable environment for making online payments.

  1. Secure – PayPal developed the world’s most advanced proprietary fraud-prevention system to ensure the security of any personal or transactional information in its payment network. It will never share user’s personal account information with anyone;
  2. Accessible – Available in 190 countries and regions around the world, millions of buyers and sellers, online retailers and businesses, and traditional offline businesses are using PayPal for online payments;
  3. Fast – Paying with PayPal, payment goes through instantly;
  4. Easy – PayPal provides its users with an easy-to-use environment for all their online transactions. Anyone with an email address can sign up for a Personal, Premier, or Business account.
    Click to read more about PayPal

What is your payment policy?

There is only 1 condition to avoid your order being cancelled, i.e. must make payment immediately after you have received your Order Number, otherwise the order will be cancelled after 3 days without prior notice.

What is your delivery charge for my goods?

We are glad that you know all prices shown in our website are not inclusive of delivery charges, which are based on product’s weight and receiving location. We have different shipping rates for buyers from different countries, which will be automatically calculated when you enter your order quantity and mailing address. You may check the delivery charges at the Checkout page before you proceed to make payment.

What shipping methods are you using and why are they chosen?

We will be using only Poslaju (Malaysia), Register Mail or Parcel (Overseas) from Pos Office Malaysia as our delivery service, as comparing with the others we believe these services are the most cost-effective ones, which gives better benefits for our buyers. Most importantly, they contain tracking number for individual shipment, which give more security for our deliveries.

When will my order be delivered? How long will shipping take? How can I trace my shipment?

Once your payment is completed, we will proceed to ship your order within 1-2 working days. Once we deliver the goods, we will give you a Tracking Number, which you may use to contact Pos Office (at 1300-300-300 or visit if you would like to view the status of your goods’ shipment. Otherwise, you shall be able to receive your goods within 2-5 working days (Malaysia) or 10-15 working days (overseas), unless interrupted by unforeseen circumstances. 

Can I exchange or return my order?

We assure you that all items are brand new, therefore goods sold are not exchangeable or refundable as they are inspected twice for no prominent defects before packing. You may read our Terms & Conditions for other goods’ returning conditions and details.

What should I do with incorrect item received?

At is committed to providing only the finest products to our customers and to processing your order correctly, we do not allow errors from our side that may dissatisfy you.  Hence we are responsible for all the errors that caused by our side, and we need your cooperation to take just 3 steps:
(1) Request – please send in your return request to notify us within 48 hours;
(2) Return – send us back the item within 14 days upon our confirmation of such delivery is due to error on our side;
(3) Replace – we will replace you with the correct item upon checking;

What is your return policy?

All returns must be pre-authorized, requested within 48 hours, and be returned within given time period upon confirmation. Unauthorized returns may be refused or disregarded; unqualified returns will not be accepted or may subject to necessary charges that incurred.  Please read our Terms & Conditions for more details, and take note that return of goods is possible only if we have sent you incorrect item.

Do you sell wholesale?

Yes, you are welcome to order a bigger quantity with our wholesale price. Please feel free to contact us for the product that you would like to order in bulk, indicate your intented quantity as well as your receiving location, we will be happy to get in touch with you as soon as possible.

How can I tell my friends about you?

Cut and paste our URL: to notify your friends using emails, Facebook, chat room, forum, SMS……. whichever way that you can think of! You may also introduce your friend about a specific product item of us by clicking the share icons that are available in each product page! Click on our product page and explore more, you sure will have fun!! ^_^