FAQ

My Account

How do I get started ?

To register, simply click on the Register button on the top right corner and enter your email & set your password. Otherwise, you can always browse the item first and register during the checkout process. Please refer to our Delivery Area & Schedule to check if your delivery area is under our coverage before proceed to purchase.

What if I forgot my password ?

Go to the Login page and click on Forgot Password. Please enter your email address in the field provided. An email with a link to reset your password will be sent to the email address shortly after.

How do I update the information on My Account?

All your personal details are kept under your account settings. To edit or update your existing details (i.e. address or mobile no.), simply sign in and click on Update Profile (at the top right-hand corner of the page). Just type in your new details and click Update.

How do I change my password?

How do I change my address?

To edit or update your existing details (i.e. address or mobile no.), simply sign in and click on Update Profile (at the top right-hand corner of the page). Just type in your new address and click Update.

Please be noted that you can’t change your order address when your delivery order is confirmed. You will need to wait until the order has been delivered before changing it. If you really need to change the delivery address, please contact our Customer Service at +6012-676 0695 or via Facebook www.facebook.com/PearlEggOnline and we will gladly assist you.

I’m having difficulties accessing the website. What should I do ?

In order to enjoy the best experience while shopping at www.pearlegg.com.my , please ensure that you have a working internet connection and are using one of the following supported browsers:

Google Chrome Mozilla Firefox Safari Internet Explorer 9 or above

From time to time, we might schedule planned/unplanned routine maintenance on our systems to deliver the best performance for you. You will be informed if you attempt to access the site during these times.

Delivery

Orders will be delivered by courier service in Klang Valley, Malaysia. You will be required to sign on the package to receive the item, therefore please provide the shipping/delivery address that someone is available & standby to receive the package during operation hour.

Our standard delivery charge is RM 5 per order within Klang Valley. The delivery lead time may be differ from 3 to 5 working days, depending on the destination. Please refer to our Delivery Coverage & Schedule at Product page.

Free Delivery under Promo Period :

Free delivery is automatically applied at checkout when your order is over the specified threshold. No promo code needed.
The threshold for free delivery is calculated after any promotions and discounts are applied.
Free delivery is a limited promotion and within Klang Valley only.

Which area do you deliver ?

Currently we cover most parts of Klang Valley: Subang Jaya, Puchong, Petaling Jaya, Shah Alam, Klang, Cheras, Kajang, Seri Kembangan, Bukit Jalil areas (more to come very soon!). To find out if your area is covered, please refer to our Delivery Area & Schedule.

Area	Delivery Lead Time
Subang Jaya/Puchong/PJ	3 - 4 days
Shah Alam/Klang	3 - 4 days
Cheras/Kajang	3 - 5 days
Seri Kembangan/Bukit Jalil	3 - 5 days

When will you deliver my order ?

Orders received by us after 4pm will be processed on the next working day. Where orders are received at a weekend, they will be processed on the next working day i.e. Monday with the exception of public holiday. Delivery usually takes about 3 to 5 days depends on your delivery area.

Please contact our customer service team via Facebook www.facebook.com/PearlEggOnline, call us at +6012-676 0695 or email us at info@pearlegg.com.my if there is any question on delivery & order tracking.

How much is the delivery cost ?

Our standard delivery charge is RM 5 per order. Free Delivery only applicable to special promotion or discount if there is any. Please be advised that delivery fees are non-refundable if there is any returned goods or rejected orders.

What are your delivery options ?

Currently we are using 3rd party courier service company to cover most parts of Klang Valley: Subang Jaya, Puchong, Petaling Jaya, Shah Alam, Klang, Cheras, Kajang, Seri Kembangan, Bukit Jalil areas (more to come very soon!). To find out if your area is covered, please refer to our Delivery Coverage & Schedule at the Product page . Delivery charge is RM 5 per trip.

What if my delivery doesn’t arrive when expected ?

Your goods will be delivered by a third-party courier service company. If you do not receive your goods when expected, please contact us between 10am and 6pm Monday to Friday at call us at +6012-676 0695 or email us at info@pearlegg.com.my and we will track your order immediately.

What if I’m out from home when my delivery arrives ?

Our 3rd party courier service company will call you to arrange the delivery schedule. If you are still out from home after our delivery arrangement, our rider or driver will return the goods to the fulfilment base unless we have your personal instruction to leave the package at your door entrance or guard house. Please be advised that we do not accept return goods after delivered which means you will need to take the risk of without checking the goods condition. In order to avoid such unpleasant experience, we strongly advise our customers to receive personally, check and verify product(s) upon delivery.

Please note that there will be an additional delivery charge of RM5 imposed for any reschedule delivery after the unsuccessful first delivery. Thus, please ensure your presence or arrange someone to receive the goods & checking the package condition after confirmed the delivery date.

Do you accept Cash On Delivery (COD)? If not, what are your payment options ?

We do not accept COD at the moment. Kindly pay your order via payment channels via iPay88
* Note: Your purchased products will not be delivered until we have confirmed receive your full payment.

Ordering & Billing

How do I make an order ?

Go to Login page and login to your account. Click on the product that you wish to purchase and Add to Cart. Click on Shopping Cart symbol on your top right corner and check out, entering your delivery address and make payment to confirm the order.

How do I know if my order has been received & confirmed ?

You should receive an automatic email confirmation from us once your payment has been processed and a confirmation from either ipay88 to confirm a successful transaction. If you do not receive any type of confirmation via email and are concerned if we have received your order please call us at +6012-676 0695 or email us at info@pearlegg.com.my and we will confirm if we have received your order.

How can I pay for my order ? / What payment methods do you accept ?

Kindly pay your order via iPay88 only.
* Note: Your purchased products will not be delivered until we have confirmed receive your full payment.

Are your card processing methods secured ?

Card transactions are processed by iPay88 secure servers. We do not capture card details on our own site and we do not retain your card details in any format.

How do I receive a tax invoice ?

Your tax invoice is normally dispatched with your goods. In the unlikely event that you do not receive a tax invoice with your goods, please contact us and we will immediately provide a replacement.

Can I collect my order ?

Currently we do not support self-collection. All orders will be delivered by our riders or drivers to your delivery address.

How can I make changes or cancel an existing order that have been made ?

Yes, only if the order is still on pending status. Please send an email at info@pearlegg.com.my with the message title “Request to cancel order” in order to inform us about the cancellation order. Orders that are in shipping or shipped cannot be cancelled.

Return / Refund

What should I do if the goods received are not as per my order ?

We do not accept return goods after delivered. Thus, please check your goods item if that is according to your order when our courier service riders deliver to you. If the goods are not as per your order, kindly return the goods to our riders on the spot and we will replace that goods as soon as we can or full refund amount paid less the carriage costs incurred.

What should I do if the goods received are not in good condition ?

We do not accept return goods after delivered. Thus, please check your goods condition on the spot when our courier service riders deliver to you. If the goods are not in good condition (i.e. any damage or broken eggs), kindly return the goods to our riders on the spot and we will replace that goods as soon as we can or full refund amount paid less the carriage costs incurred.

What is your return policy ?

Goods sold on this website are supplied in good faith. However, if you receive the wrong item, and are not completely satisfied with the items you receive or simply want to return your goods, you must return to our carrier immediately. * We strongly advise our customers to check and verify product(s) upon delivery. If you discover that goods are damaged, we will replace that goods as soon as we can or full refund amount paid less the carriage costs incurred.

Please contact us at +6012-676 0695 or email us at info@pearlegg.com.my if you have any questions or doubts.

How do I cancel my order after I made payment ?

Yes. We can cancel your order as long as the order haven’t been processed. Thus, please send an email immediately after your payment at info@pearlegg.com.my with the message title “Request to cancel order & Refund” in order to inform us about the cancellation order. We will do the full refund to you within 14 days if the order haven’t been processed after we confirmed receive your payment. Orders that are in shipping or shipped cannot be cancelled.

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