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/COD/Meet-Up?
2. When can I expect to receive my item/s after payment?
3. Is your price cheaper than shops outside?
4. I do not hear from you nor received item/s after making payment, what should I do?
5. Can I bargain on the price and/or shipping charges?
6. What if the item I receive is faulty?
7. What if the item I purchase is not suitable / What is your return policy?
8. Availability of stocks
9. Can we communicate with SMS?
10. I am newbie and less confident to online trading?
11. My question is not stated above, how?
    

Can I Self Collect/COD/Meet-Up?
We prefer shipping by courier than self collect/meet up. It is time consuming and we choose to concentrate our limited resources to serve our customers more efficiently through ship-out method. In case you insists do self collect, you may call us to arrange appointment at our convenient time. For self collect, shipping fee will be charged as handling fee, because we need additional man power to serve you as well. So, please NO bargain the price saying that I come so far to collect, please discount XXX.
Please NO bargain price for self collect.
We want to be fair to those who have chosen to trust us buying online. We want to give them the best service we can. We want them to receive item/s promptly. We want them to have the item/s in good condition and we want them to feel happy and satisfied about the purchase/s, if ever assistance is needed. We want them to feel and experience that we are always there to provide service that they need... COD/Meet-Up is a mode of operation that involve unpredictable time spending in traveling, waiting, socializing, bargaining, after sales conversation etc., which we strongly feel is unfair to those who trusted us, made payment and eagerly awaiting their item/s at home. Thus, we have decided to reduce COD/Meet-Up until we have enough spare recourses.

When can I expect to receive my item/s after payment?
Depends on your location, the order processing cut-off time is 1.00PMpm on every working day, if payment and the verification reach us before the cut-off time, the parcel normally will be shipped out on the same day. It will reach you in 1 to 2 working days depending your location.
Normally we ship by Poslaju which is comparatively a little more efficient compared to other courier (largely due to its long established Pos Malaysia network. Should you not received the item in 3 working days, kindly contact us if there is miscommunication in between. TQ.

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 tangible 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 miscommunication in between. It normally happen in two case:
    - Buyer is new to online shopping and not aware that they need to inform the seller on 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 received our response in 2 working days, please resend the email to us to: comfortsurf@gmail.com, Alternative you can send sms with relevant info, like order  number, order item and so on to us at 012-7178596

   
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?
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. 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?
Yes, we do provide return policy (Exchange to other model). Goods sold are not returnable (refundable), but exchangeable if not suitable. 10% restocking fee applied for exchange to other model. (Item have to send back within 3 working days after received and in original condition that it come).

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.

Can we communicate with SMS?
    * SMS is an "in-thing" and a convenient way of communication in our personal life nowadays, we fully agree. BUT to us, we feel it is not an effective tools in business communications, due to the following limitations:

• It cost additional money - yes, we admit this is a reason, but not the main one, the following few points are more valid.
• SMS is not effective in keeping records, unlike emails, especially the Gmail that we are using which virtually offer us huge space and with excellent search function, SMS is limited in storage space and difficult in searching information.
  
• It is too brief/short to carry much useful/clear business message, that's why it is called short message service. 
• Time consuming - sorry to say this but it is true. 95% of our customers or potential customers are communicate with us via email, of which we can type speedily on keyboard, if we spend time press 3 times on the phone small key pad to produce an alphabet "a", we are delaying the communication or order processing of 95% of our customers.
  

THUS, unless it is a very very very urgent matter, we do not send or reply SMS. Our apologies.
However, we do read our SMS, but not as prompt as reading our emails, thus, if you have difficulty in accessing internet and have urgent matter, you can SMS or call (preferred) us.


Newbie less confident to online trading?

Newbie normally have phobia on the security of online trading, to our opinion, if done correctly, online purchases not only convenient and fast, in certain expects, it is even more secure than purchasing offline. For a simple rationale: supposing a buyer cheated by a shop retailer, what he normally can do is go to the shop and make noise and let all the customers at presence to know about the incidence, at the same time, make himself looks like a joker. Whereas in online buying, one can leave a negative feedback and let the whole world know about the seller's bad practice. Thus, reputable online sellers carrying out their business in a very professional way to keep the customers happy. However, the above situation is only relevant when the seller you are dealing with has a relatively long trading history and good track records, the best way to gauge the seller's credibility is through reading their feedback score. For the benefits of new online buyers, feedbacks is a online trading system where sellers and buyers leave their comment on their trading counterpart after a deal is done. Browsing through the feedbacks score will let you know (or at least gauge) the conduct and behavior of the particular seller or buyer.
Also, pay some attention to the pattern of the feedbacks scores, if one's feedbacks always repeated coming from a handful of userID, beware, something might be fishy there. In a nutshell, use your sense of logic when making online purchase, your skill in judgment will improve over time. If a seller have item/s that you want to purchase but you are not 100% convinced by what you read in their feedback records, try to start with making as small purchase from them.                  

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