FREQUENTLY ASKED QUESTIONS:
This FAQs represent our perspectives in online selling, which have been outlined for the purpose of creating better understanding and trading experiences for all. To avoid ill feeling, we strongly advise you not to proceed with the purchase/s if you are not comfortable with the dealing methods as outlined below.

  1. Can I Self Collect?
  2. When can I expect to receive my items after payment?
  3. Is your price cheaper than shops outside?
  4. Why is there extra shipping cost to Sabah / Sarawak?
  5. I do not hear from you nor received item/s after making payment, what should I do?
  6. Can I bargain on the price and/or shipping charges?
  7. What if the item I receive is faulty?
  8. What if the item I purchase is not suitable / What is your return policy?
  9. Insurance cover
  10. Availability of stocks
  11. My question is not stated above, how?

Can I Walk In / Self Collect?
We Encourage Walk in Self Collect at our KL office

However retails shop price will be slightly different from online. Please follow the retails shop price that we stated in our official website www.comfortsurf.com. For self collect, please follow the terms Condition and the self collect price that we stated in listing. Please NO bargain the price as the retails price is fixed Unless your purchasing in bulk.


When can I expect to receive my item/s after payment?
The important step is must notify us about your order payment. Please submit your payment detail at here
We will process your order on within 1 to 3 working days after receive your order payment notification.
If there has anythings caused the shipment delay, we will contact or email you.



Peninsular Malaysia: Next 1 to 3 business days from the delivery date
East Malaysia: Next 3 to 5 business days from the delivery date


Peninsular Malaysia: Not applicable
East Malaysia: Next 5 to 8 business days from the delivery date
International: Depends on country

If you not receive the item within estimated delivery days, kindly contact us at comfortsurf@gmail.com


Why is there extra shipping cost to Sabah / Sarawak?
ComfortSurf.com offers FREE SHIPPING within Peninsular Malaysia.
Shipping to Sabah / Sarawak is higher than Peninsular, hence will have some charges after comfortsurf.com absorbed large portion of the shipping cost. The final shipping charge is calculate based on the total weight of the order products.


Is your price cheaper than shops outside? Why?
In terms of straight comparison, most of our items' price are cheaper then retail shops, some items are even as low as half of the retail price off-line. However, we do not intentionally compare our price with retail shops, we concentrate more in competing online, not merely in term of pricing, but also other expects like services, information provided, speed of delivery, QC quality assurance etc.
We think, shopping with us not only getting cheaper price, but the less tengible gains like time and petrol savings, no need to stuck in traffic jam, no hassle in finding parking space etc etc etc.

We always maintain low operating cost. We operate from an office lot at cheaper rental compare to those operate in a high rental retail shop in shopping center.
Most of goods are direct sources, not going through third party.


I do not hear from you nor received item/s after making payment, what should I do?
Please contact use if you not get response and not received the item from us in 3 working days. It may due to misscommunication in between. It normally happen in two case:
    - Buyer is new to online shopping and not aware that they need to update order payment details for verification purpose.
    - Email communication breakdown. In very rare case, email might go missing due to server problem or some other unknown reasons. Thus if you do not recieved our response in 2 working days, please resend the email to us to: comfortsurf@gmail.com, Alternative you can send whatsapp/sms with relevent info, like order number, order item and payment detail to us at +603-9054 1547

   
Can I bargain on the price and/or shipping charges?
We normally selling in fixed price for single item. If purchase in bulk, kindly contact us for better pricing. We adjust prices only according to our costing changes and competition situation, not customer by customer, we believe this will instill confidence amongst customers in long term, it does not only make the dealing simple, customer also will feel secure as they know that they won't be taken for a ride and buy at higher price just because they do not bargain.


What if the item I receive is faulty?
Our delivery department will QC the product before ship out to reduce the faulty possibility. Hence the chances of receiving a faulty item from us is very rare.
However, we cannot eliminate totally the possibility or faulty items, especially when it comes to electronics, the item might damaged by mishandling in transportation process, or with no reason at all. Please email us at comfortsurf@gmail.com within 24 hours after you received the faulty item. In these rare cases, the arrangement would be: the buyer to post back the item to us at their expenses, after checking and confirm that the damage is not caused by the buyer's misuse, we will ship the replacement to them at our expenses.


What if the item I purchase is not suitable, What is your return policy?

If you are not fully happy with the goods you have received, you must informed us within 7 days of SHIPPED Date, providing they are in original resalable condition. Please email us at comfortsurf@gmail.com, buyer must get approval from ComfortSurf.com prior to returning a product. We are not able to refund or exchange items that appear to have been worn, washed, been used or are not in original condition.
comfortsurf.com will confirm with the buyer for the returning arrangement and buyer must ship the product back to us within 7 days at his/her own cost.
After comfortsurf.com receive and screening the returned item at good condition, you will be entitled to receive an exchange or a refund, which will not include the cost of the original postage and packaging incurred.

Please make sure all returned items are well packaged, so as not to be damaged in the post. Please make sure all return packages are sent with a trackable, insured service, as we cannot take responsibility for items damaged or lost in return transit


Insurance / Covering for Item Lost / Damage:
Please note that maximum compensate from courier service for Lost / Damage item during delivery is RM100. If your item value is higher than RM100, we sugguest buyer to contact us for additional Insurance cover. Otherwise, we will not able to full cover you. 

Buyer should immediately report to us during receving in damage. At the same time report to respective courier and taking some picture as advidence. Buyer need to follow any request require by respective courier in order to get successful claim. We will cooperate with the courier in the claim process as well.



Availability of stocks
If payment was made and good are out of stocks, customer will be informed via email. Within 2 days from the notification, Customers may either request for
- Full refund via bank transfer
or
- Selection of another item(s). The difference in price shall either be topped-up by or refunded to customer.



My question is not stated above, how?
If youre question is not answered above, kindly send your question to comfortsurf@gmail.com. We will response your request normally in 24 working hours. Please resend your question if not receive reply in 24 working hours.
For technical question regarding products, kindly check at technical FAQ section: http://www.comfortsurf.com/FAQ.aspx