Shipping Q & A

• WHAT ARE THE AVAILABLE TYPES OF DELIVERY OPTIONS?
VT Stationery Online provide 2 delivery options. [Home Delivery] and [Store Pick Up].
 
• DELIVERY FEES
Fees calculation will base on customer selected options .
 
• HOW LONG WILL I NEED TO WAIT FOR MY ORDER TO REACH ME?
If the product ordered is in-stock, the order will be shipped within 1-3 working days as base on customer sellected matter (excluding customs’ clearing time. For details, please refer to the courier tracking as provided
 
• CAN I REQUEST TO SEPARATE MY SHIPPING IF MY ORDER HAS BOTH STATUS [IN STOCK] AND [OUT OF STOCK] ITEM?
Sorry, if your order is in one order number, no partial delivery shall be provided.
If you wish to get the [In Stock] item first, we recommend you separate the [In Stock] and [Out of Stock] items, so that we can process the ‘in-stock’ order first.
 
• CAN MY ORDER SHIP TO OTHER COUNTRIES?
Sorry, currently VT Stationery Online delivers to Malaysia : Selangor & Kuala Lumpur only.
 
• DO YOU HAVE A PURCHASE LIMIT FOR STORE PICK-UPS?
There is no limit on the quantity for store pick-ups. But we suggest that if you want to purchase more than 50 pieces of items, please contact our customer service team “Contact Us” to make the necessary arrangements.
 
• IS THERE A TIME LIMIT FOR STORE PICK-UPS? CAN I REQUEST A RE-DELIVERY?
We suggest you collect your parcel within 2 months after it is being as abondon parcel. If your item is not collected within 2 months, it will be returned to a VT Stationery Store. If you require your item to be re-delivered, you will be subjected to additional shipping charges. The delivery fees depend on the delivery option. please contact our customer service team “Contact Us” to make the necessary arrangements.
 
• HOW DO I CHANGE MY SHIPPING ADDRESS?
Delivery service will base on address as our customer given on the order form detail . While shipping on process, there will no changing shipping address provided. When parcel unable to deliver to the shipping address, It will be returned to a VT Stationery store. If you require your item to be re-delivered, you will be subjected to additional shipping charges. The delivery fees depend on the delivery option. please contact our customer service team “Contact Us” to make the necessary arrangements.
 
• WHAT IF I NOTICE I HAVE WRONGLY KEYED-IN MY DELIVERY ADDRESS AFTER COMPLETING MY ORDER?
Delivery service will base on address as our customer given on the order form detail . While shipping on process, there will no changing shipping address provided. When parcel unable to deliver to the shipping address, It will be returned to a VT Stationery store. If you require your item to be re-delivered, you will be subjected to additional shipping charges. The delivery fees depend on the delivery option. please contact our customer service team “Contact Us” to make the necessary arrangements.
 
• IF MY ORDER CONSISTS OF [IN STOCK] AND [BACKORDER] ITEMS, CAN I GET THE [IN-STOCK] ITEMS FIRST?
Sorry, if your order has both in-stock and out-of-stock items, your parcel cannot be shipped separately.
If you wish to get the In-Stock item first, we recommend you separate the [In Stock] and [Backorder] items; so that we can process the ‘in-stock’ order first.
 
• I HAVE MADE MY PURCHASE ONLINE, YET I SEE THE SAME ITEM(S) AVAILABLE IN YOUR PHYSICAL RETAIL SHOP. CAN I COLLECT IT AT THE PHYSICAL SHOP?
Sorry you may not do that. VT Stationery Online and VT Stationery Physical Retail Shop use separate inventory accounts and systems. Therefore, you cannot collect your ordered item(s) from a physical shop’s inventory. VT Stationery Physical Retail Shop do not provide returns and replacements service. If you wish to return or replace an item, please follow the “Term & Condition” .
 
• HOW DO I TRACK MY ORDER?
Once the item is shipped out, VT Stationery Online will notify you by e-mail or WhatApp of your order number, courier company information and courier tracking number.
You can also go to [My Order] to check your order status.
 
• HOW DO I KNOW THAT MY ITEM HAS BEEN SHIPPED AND HAS ARRIVED AT THE VT STATIONERY PHYSICAL RETAIL SHOP?
After your parcel has been shipped out, you will receive a system generated [Shipping Notice], to notify you of your parcel’s status. Please bring your e-mail along as a verification document to collect your item. You can collect after 10 working days, or as indicated in the email from the respective store.
 
• WHAT SHOULD I DO WHEN THE VT STATIONERY PHYSICAL RETAIL SHOP I SELECTED AS THE PICK-UP POINT HAS CLOSED DOWN OR IS TEMPORARILY SHUTTERED?
After you have completed your order, if the originally chosen store cannot provide the above-mentioned service, VT Stationery Customer Service will send a notification e-mail regarding the changes. Please re-select your preferred store and reply to our customer service, and we will re-arrange accordingly.
 
• WHY CAN’T I FIND THE DESIRED STORE FOR STORE PICK-UP?
You are pls to refer the address as we had registered on google map or our webpage “About Us”

Refund & Replacement

• CANCELLING ORDERS Order-Cancellation Policy
An order (or part of an order) cannot be cancelled once your credit card payment is verified and authorised. You cannot cancel your order after having read and accepted VT Stationery Online Terms & Conditions.
 
• RULES OF RETURNS & REPLACEMENTS Returns Policy
All items are non-returnable, once sold, unless it is a damaged/low-quality item. In the latter case, kindly report to customer service within 24 hour after receiving your order, via “Contact Us”. All item(s) returned must be in their original shipping condition with its packaging and accessories.
*Important Notes *
1. Customers need to provide a photo or video of tracking number as couirer service / order info list.
2. Customers need to provide a photo or video of receipt from VT Stationery Online.
3. Customers need to provide a photo or video of the damaged/low-quality item that purchase from VT Stationery Online.
4. All defective item(s) must be reported to customer service within 24 hour via VT Stationery Online “Contact Us” webpage. We will arrange for a replacement for you.
5. Investigation period will process on (3-7 working day) from the date received your filing case
6. After Investigation done, the responsibility on VT Stationery Online, Refurn or Replacement will proceed, process process will take (3-7 working day)
 
• SITUATIONS WHERE AN ITEM CAN BE RETURNED OR REPLACED
1. Wrong item received.
2. Damaged/low-quality item received.
 
• SITUATIONS WHERE AN ITEM(S) CANNOT BE RETURNED OR REPLACED
• Used or intentionally damaged item(s)
• The item(s) has been torn or is dirty
 
• IS THERE AN EXPIRY DATE TO RETURN OR REPLACE AN ITEM?
All defective item(s) must be reported to customer service within 24 hour via “Contact Us”. We will arrange for a replacement for you.
 
• CAN I RETURN AN ITEM AT A VT STATIONERY PHYSICAL RETAIL SHOP?
Sorry you may not do that. VT Stationery Online and VT Stationery Physical Retail Shop use separate inventory accounts and systems. Therefore, you cannot collect your ordered item(s) from a physical shop’s inventory. VT Stationery Physical Retail Shop do not provide returns and replacements service. If you wish to return or replace an item, please follow the “Term & Condition” .
 
• HOW TO RETURN OR REPLACE AN ITEM?
1. Customers need to provide a photo or video of tracking number as couirer service / order info list.
2. Customers need to provide a photo or video of receipt from VT Stationery Online.
3. Customers need to provide a photo or video of the damaged/low-quality item that purchase from VT Stationery Online.
4. All defective item(s) must be reported to customer service within 24 hour via VT Stationery Online “Contact Us” webpage. We will arrange for a replacement for you.
5. Investigation period will process on (3-7 working day) from the date received your filing case
6. After Investigation done, the responsibility on VT Stationery Online, Refurn or Replacement will proceed, process process will take (3-7 working day)
 
REMINDER:
1. If a Damaged/low-quality item must be report to VT Stationery Online “Contact Us” webpage within 24 hour, for file in the cases, if over then this period; returns or replaces cases will not be entertain.