FAQ – Customer Care
BAK-OFF reserved the rights to modify or change the policy at any time without further notice. Please ensure you have read through all terms and condition to avoid any misunderstanding.
Do you deliver anywhere in Malaysia?
We deliver to your location within West Malaysia and East Malaysia.
Do you deliver outside of Malaysia?
We only accept orders for delivery within Malaysia at the moment.
When will I be expecting my order to arrive?
Your orders will be packed & arranged for delivery within 2 business days after payment has been received.
Any order placed after 3 p.m. on Friday will only be shipped on the following Monday.
West Malaysia – Estimated 1 – 3 days
East Malaysia – Estimated 3 – 5 days
If you have not received your goods after the due date, please contact us or the courier company directly.
Can you deliver to several addresses in my order?
We only able to deliver to one delivery address per transaction or order.
Can I change my delivery address after my order is made?
You may contact us immediately if you made an error in your delivery address.
However, if your order is already in delivery process, we will not be able to accept any changes to your delivery address.
What happens if I am not at home when the delivery package arrived?
Our courier partner will leave a card in your mailbox or under your door if there is no person receiving your package at your delivery address. You are to contact the phone number listed on that card to arrange another delivery attempt or pick-up options in your area.
Can I request for store pickup?
Unfortunately, we do not offer store pickup services from online purchase.
How much do I pay for my shipping & delivery?
The shipping and delivery charges will be displayed in your final order summary page, just before you authorize the payment of your order.
Delivery services charges will apply separately for West and East Malaysia.
Prices on BAK-OFF website are subjected to change without prior notice.
Can I choose the time and date of delivery?
It is not possible for you to choose the exact time or date of delivery currently.
Track Your Order
How do you pack my orders for shipping & delivery?
All BAK-OFF products are packed in vacuum bags and protect with the bubble wrap. After that will put the product into the courier bag and send to you by using the courier company.
Where do I check my tracking number?
We will send you the tracking number by email, after we shipped your order. You can track your order from the links provided.
Place Your Order
How to buy?
Step 1 – Choose the product that you wish to order.
Step 2 – Select the quantity of products
Step 3 – Fill in your delivery address and make the online payment.
Am I able to make any changes to my paid order?
No changes, refunds or cancellations are allowed after payment has been made.
What happens if I did not receive my order after your estimated delivery date?
Occasionally delivery packages are returned to us as undeliverable after 2 delivery attempts.
Do note that orders that are returned to us as undeliverable cannot be re-shipped to you as we maintain a strict policy of ensuring the freshness in our products. As such, we do not refund undeliverable orders.
You are encouraged to keep track of your order when we send you the tracking details of your order.
Some of the reasons for Undeliverable Orders:
- Incorrect or incomplete address during your order submission
- Delivery restrictions associated with a building, office or residential area
- Failed delivery attempts by Skynet
- Refusal to accept delivery by any recipient residing in your delivery address
Can I cancel or request refund for my order?
Unfortunately we do not provide any cancellation or refund policy for your order. Please ensure you check your final order confirmation before making online payment through BAK-OFF website.
What should I do after received the parcel?
You are requested to double check the product quantity upon receival. Any discrepancies should be reported within 1 day upon receival.
What should I do if I received the wrong product or any missing product?
Please contact us directly through the Facebook private message or Website live chat. In additions, please attach with snapshot of all the product received and the invoice.
Note: For delivery of wrong product, you will be required to return the goods in the same condition as delivered to you. We will not accept returned items if they show any signs of usage or damage. Furthermore, we will arrange the courier company to pick up the wrong items and we will resend the items to you within Malaysia address.