Frequently Asked Questions
Frequently Asked Questions
General questions
Do I need to register when purchasing from ssfhome.com?
No. You can purchase without registering an account. However, we highly encourage you to register an account when purchasing from ssfhome.com. This will enable you to add products to wishlist and save your purchase history. We will keep your personal information private and ensure it is safe.
How to register as a SSFHOME VIP member?
You can register at your nearest SSFHOME outlets. We have more than 40 outlets in Malaysia. Find our nearest outlets here.
Where is SSFHOME outlet located?
We have more than 40 outlets in Malaysia. Find our nearest outlets here.
How to Place an Order
Does placing an item(s) into my shopping cart secure my order?
Your order is only secured after you have made payment and received the payment invoice.
What happens if my order has an out of stock item and why did this happen?
Although we try our best to maintain 100% accuracy with inventory, there are rare occasions where we experience an inventory error.
Out of stock item(s) will be cancelled from your order. The remainder of your order will be shipped and you will be refunded for the cancelled item(s). Please allow 14-20 working days for the refund to be processed.
Can I amend my order after checking out?
All orders are deemed confirmed and final upon checkout.
Kindly ensure that everything is checked and correct prior to placing your order.
How do I search for item(s) on your website?
Key in the product’s name or SKU in our search bar and press Enter.
You may also browse our items via product category provided in the navigation bar.
Payment
What are the payment methods accepted by ssfhome.com?
We accept the following payment methods:
- Debit cards
- Credit cards
- eWallet: Touch ‘n Go Boost MCash GrabPay ShopeePay SpayLater MAE by Maybank2u
- Online Transfer
I have proceeded to the payment but my order status is “Payment Error”. What do I do?
Contact our customer service team here and they will get back to you within 2 working days and proceed to the next step.
Kindly provide the necessary image or video as the evidence when requested.
Email:
Our customer service team will reply within 2 working days
Monday – Friday (except public holidays): 9am to 6pm
Lunch hour: 12.30PM to 1.30PM
I have made duplicate payments. Will I be refunded?
Is it possible to change the address/cancel or amend my order?
Due to the high volume of orders we receive, we have an automatic invoicing system. For any changes to your order, please call us immediately after placing the order. We can attempt to stop or amend your order with our dispatch team, if it is not possible, we will advise you on the next steps.
Why there is missing item in my delivery?
There could be a number of reasons why an item is missing in your delivery:
- The item is temporarily out of stock. It will be delivered as soon as possible when it is back in stock.
- The item could / was dispatched separately due to the extra care and attention which is required.
- The item was classed as a dangerous good. Dangerous goods may be handled separately, due to the delicate nature of the product.
Refunds and Returns
Can I get an exchange?
Contact our customer service team here and they will get back to you within 2 working days and proceed to the next step.
Kindly provide the necessary image or video as the evidence when requested.
Please be reminded that returned products that do not meet the Return Eligibility conditions will be rejected.
Refer our exchange and return policy here.
Email:
Our customer service team will reply within 2 working days
Monday – Friday (except public holidays): 9am to 6pm
Lunch hour: 12.30PM to 1.30PM
How will I be refunded and how long will it take?
Refunds will be processed and credited back into the card or eWallet that was used to make payment.
After the product is returned to our warehouse, your refund will be processed and you will be acknowledged. Please note that it will take within 10-14 working days for the process to take place.
I have received a wrong or defect item. What do I do?
Contact our customer service team here and they will get back to you within 2 working days and proceed to the next step.
Kindly provide the necessary image or video as the evidence when requested.
Please be reminded that returned products that do not meet the Return Eligibility conditions will be rejected.
What are the conditions for returns?
Return Eligibility
Please ensure that your products meet all of the following returnable conditions:
- The product must not have been used or assembled.
- The product must be in new condition and returned in the original packaging along with all original accessories (including manuals and labels).
- Any gift / premium product received shall be returned upon returning the purchased product. If not, the customer needs to pay for the value of the gift/premium product.
- All returns must be approved by SSFHOME.COM before proceeding with the following step.
- The return or exchange of a purchased product must be reported within 48-hours from the date of receiving the product.
- SSFHOME outlet will not accept any returned / damaged / exchange online product(s).
- SSFHOME reserves the right to reject any returns if the product does not meet all of the above conditions and if it’s no longer in an acceptable condition due to wear and tear, misuse, abnormal usage, etc.
Non-exchangeable and Non-returnable products include:
Pillows, Bolster, Cushion Covers & Inserts, Bedding Covers, Towels, Mats, Bathroom Accessories and other hygiene related products.
Shipping & Delivery
Where does SSFHOME ship to?
ssfhome.com currently delivers to Peninsular Malaysia only, with the exception of island areas. (Pulau Langkawi, Pulau Pangkor, Pulau Redang, Pulau Tioman etc) via parcel delivery or truck delivery, as determined by our system during checkout.
How will my order be shipped to me and what is the estimated delivery time?
Orders are processed on the ‘First In, First Out’ basis, which means each order is handled in the exact sequence it is received. This ensures a fair and systematic approach.
Your order will be shipped by using either parcel delivery or truck delivery, as determined by our system.
For parcel delivery, the order processing time is 3 to 5 working days (excluding Saturday, Sunday and public holidays) and the transit time is subject to the courier service partner’s timeline.
For truck delivery within Klang Valley, the order processing time is 3 to 5 working days (excluding Saturday, Sunday and public holidays). The transit time is subject to delivery slot availability. You will be contacted for delivery arrangement once a delivery slot is available.
For truck delivery outside Klang Valley, the order processing time is 10 to 14 working days (excluding Saturday, Sunday and public holidays). The transit time is subject to delivery slot availability. You will be contacted for delivery arrangement once a delivery slot is available.
Delivery Timeline
- Parcel Delivery – Peninsular Malaysia: order processing time 3 to 5 working days; transit time subject to the chosen courier service timeline. Parcel delivery is sent by using SkyNet. Tracking number will be sent through email once your order is ready to be dispatched from our warehouse.
- Truck Delivery – Within Klang Valley: order processing time 3 to 5 working days; transit time subject to delivery slot availability.
- Truck Delivery – Outside Klang Valley: order processing time 10 to 14 working days; transit time subject to delivery slot availability.
Order processing time: The duration it takes for internal documents generation, AWB booking, delivery slot and schedule arrangement, picking and packing
Transit time: The duration it takes for the order to travel from our warehouse to the customer’s delivery address after dispatch.
We will contact you to arrange the earliest delivery slot available.
- Working days are from Monday to Friday, excluding Saturday, Sunday and public holidays.
- Orders are processed on the ‘First In, First Out’ basis.
- Please be aware that delivery timeline may take a little longer during peak seasons, promotional periods, or in the event of unforeseen circumstances.
Can I request a specific delivery time?
For parcel delivery, we are unable to provide specific delivery timing as the deliveries are handled by a third party courier company.
For truck delivery, we will arrange the delivery based on the available morning session (9am to 12pm) or afternoon session (1pm to 6pm). The lorry driver will contact you at least one hour before arrival. However, we cannot guarantee a specific delivery time given the uncertain traffic conditions and the total number of destination in one trip.