Menu

TRACK YOUR ORDER

 

How Do I Track My Order Status?

You can track your order online 24 hours/7 days by clicking link below:

 

https://poslaju.com.my/track-trace-v2/

 

and enter your tracking number

(tracking number will be received via email after successful purchase)

 

I Can't Track My Order on Courier Tracking Page. What I Need to Do?

If you are unable to track your package on the courier tracking page, your parcel might have just been handover to our respective courier partner. The tracking information with our logistic partners will be available within 24 hours after shipping.

 

Please contact us via email at helpdesk@theofficial.my OR whatapps at +6013-21 888 79. Please prepared with your order number and related document. We will assist you to resolve the issue with immediate action.

 

 

SHIPPING FEE

 

What are the shipping fees/rates?

Shipping rates are calculated based on weight, dimensions, origin, and destination. It’s also based on your selected shipping option. We do offer FREE SHIPPING for some specific items. Subject to promotions, celebrations and special events.

Note: Your shipping fee (if any) will be clearly indicated at the time of checkout that available in the Order Summary box.

 

HowDoICheckMyShippingFeeWhenPlacinganOrder?

Whileshopping, youcanseetheshippingfeeattheproductpageifapplicable. (1) Enteryourdeliverypostcodeand(2) theshippingfeewillbedisplayed. Pleasenotethatfinalshippingfeeisonlyconfirmedatcheckoutpage.

Important: Vouchersandautomaticdiscounts donot applytoshippingfees, unlessstatedotherwise. 

 

How to check bulk costs (bulky) when placing an order?

You can check bulk (bulky) costs (if any) in the Order Summary box, during the checkout process.

 

 

DELIVERY

 

I received an incomplete order, what should I do?

Don’t panic. Please contact us via EMAIL at helpdesk@theofficial.my OR WHATAPPS at +6013-21 888 79. Please prepared with your order number and related document. We will assist you to resolve the issue with immediate action.

 

Within how long should I inform THEOFFICIALabout my damage/defective/incorrect item?

For faster process, we really appreciate if you could get back to us within 48 hours upon receiving a damage/defective/incorrect item.

 

Your item will still be entitled for our 14-day return policy.

 

Please notify us via email at helpdesk@theofficial.my OR whatapps at +6013-21 888 79. We will assist you right away.

 

When will I receive my order?

After you have successfully placed your order, our Customer Service team will conduct a verification process and update you as soon as possible by email and SMS.
After your order is verified, you can expect to receive your order within the following time frame MALAYSIA:

  • PENINSULAR: 1 - 6 working days (except Sunday and holidays)
  • SABAH & SARAWAK: 3 - 10 working days (except Sunday and holidays)
  • INTERNATIONAL: 4 – 30 working days (except Sunday and holidays)
  • Purchases made after 12 noon will be processed the next following day.

 

How do I check delivery lead time of a product?

Delivery to some postcodes and outlying areas outside Klang Valley may take slightly longer. For further details on delivery lead times, enter postcode to check delivery options and lead time at the CHECK box on product information page.

 

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 parcel on working days only.

 

I need my order now, Can THEOFFICIAL speed up the delivery?

Unfortunately, we are unable to speed up the delivery. The delivery arrival time for your order depends on our courier partner's delivery term. Please refer to the promised delivery date provided when your order was confirmed.

 

I just received an email saying that my item has been shipped. When will I receive my order?

Once shipped, you should receive your order within the promised delivery timeframe of 1–6 business days for Metro areas and 3-10 business days for non-Metro areas. Imported items may take longer for delivery.

Note: Your tracking number will be available on the courier tracking site in the next 24 hours, as the item has only just been shipped.

 

 

 

How can I know exact date and time of the delivery?

We are unable to provide you with an exact date and time of the delivery. Delivery times are influenced by product availability, your shipping destination and the courier partner's delivery schedule in your location.

 

You can contact us thru WHATAPPS at +6013-21 888 79. We will assist you right away.

 

What if I am not at home when the package arrives?

Thru our courier partner's term, you will need to sign a letter of authorization as a confirmation and indicate a second party at the point of purchase to identify the person.
Please notify us via email at helpdesk@theofficial.my OR whatapps at +6013-21 888 79. We will assist you right away.

 

Is there any domestic area THEOFFICIAL cannot deliver to?

THEOFFICIAL can deliver to all serviceable areas.
We work in partnership with 2 big logistic companies GDex, PosLaju and PosLaju International to serve our customer best.

 

Does THEOFFICIAL offer international shipments?

YES, we are collaborating with PosLaju International

 

Can THEOFFICIAL deliver the package to my office?

THEOFFICIAL will deliver your order following the address you provide during checkout, whether it is your house address or office address.

 

Can I pick up my order at THEOFFICIAL office?

THEOFFICIAL does not provide you with a self-service delivery location to pick up your orders.