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FAQ

ORDER INFORMATION

1. Do I need to register to shop?

Registering with us helps speed up the ordering process for you, as we would already have your billing and shipping details. It also allows you to keep track of your current and past order, payment status & tracking number. Register here: https://www.ato.com.my/register

 

2. Why is my order cancel? System will auto cancel after 24 hours of no payment update. Reward points / store credit will be refund upon cancellation. ATO will not be liable for any ended promotion / discount price caused by order cancel.

 

PICK UP INFORMATION

1. Can I walk-in and purchase?

We recommend our customer to call/whatsapp 0127187900 /text before walk-in to check on the stock availability on specific product. If you would like to pick up the ready product, please contact us no later than 3pm. 

 

2. What time can I drop by to collect my order(s)?

Monday to Friday: 10am to 6pm (except Public Holiday). If you would like to pick up the ready stock product, please contact us no later than 3pm. 

 

3. How should I navigate after reaching our office building at Southgate Commercial Centre?

We are just right at Block D (Ground Floor), see ya!

 

PAYMENT INFORMATION

1. Can I pay upon pickup?

This option is only available to customer who opt for manual ordering. However, we highly encourage all our customers to pay while placing an order in order to allow us to work efficiently.

 

2. Can I pay with credit card? Any charges?

Yes, you do. There is no charges imposed with credit card payment.

 

3. Can I online transfer or ATM cash deposit? 

Payment payable to ATO SMART ENTERPRISE, Maybank 5143 6565 9146.

After you made the payment, please send us (orders@ato.com.my) the payment details of :

Bank Name :

Banking Date :

Banking Reference No :

Total amount you have paid :

Your Order No :

Submit your receipt

 

4. Do u offer installment plan?

Yes, 0% installment options up to 12 months tenure are available. Minimum spend of RM1000 is required in order to proceed to installment plan.

  • Terms and Conditions apply.
  • Installment plans are only applicable for normal price items in stores.
  • Installment plans are not applicable for Apple products.
  • For more banks, please check with our cashiers/sales personnel for more information.

 

SHIPPING INFORMATION

1. What information should I provide?

Your name, delivery address, contact number.

 

2. Can I choose my preferable courier service?

Our default courier service is J&T / GDEX for all online platforms except Lazada and Shopee. As for certain rural area in Sabah or Sarawak, we will still recommend to send by Poslaju instead of other courier service. Please remark if you would prefer to use Poslaju, we shall proceed accordingly.

 

3. Can I order on the same day and get it on the same day?

Yes, we do! With a RM12* delivery fee (item below 1KG), you can get your ordered item within the same day that you ordered. Same day delivery only applicable to all KLANG VALLEY where orders must be placed before 9am from Monday to Friday (exclude Public Holiday).

Standard delivery service is completed between 12pm to 6pm. We are unable to accommodate requests for time specific to ensure fairness to all our customers and maintain efficiency in our operations.

 

Please take note as below: 

1. Same day delivery provided with only ready stock item.

2. Item more than 1KG (Bulky item) will be charge at standard fare rate.

 

4. URGENT! Why is my order yet ship? Can I receive my order tomorrow or specific date if I place the order today?

You will receive your parcel within 1-5 working days (depending on differ state / address). Pickup services available at ATO Southgate Commercial Centre / ATO Setapak Branch at this moment.

*This may be extended during peak periods. We will contact you if there is a delay in processing your order.

 

During peak period, there may be some delay in shipping. Please bear with us as we could not fulfill the usual next day delivery promise due to large volume of orders, transactions and availability issues. Please do expect a slight delay in shipping due to large volume of orders. However, we will try our best to delivery as soon as we can. 

 

5. Can I track my order?

Yes, we will email you the tracking number or capture a photo send in whatsapp/messenger. A delay in response may be inevitable as our dispatchers may be in convenient to update whilst on duty with their bikes.

 

We hope our beloved customers might take note that ATO do not represent courier companies, and as much as we hope for parcels to arrive on time, parcels may suffer delayed is beyond our control.

 

6. Can I change my delivery method? 

Once you've placed your order, we are unable to make any changes, additions or amendment. Our system are automated and changed may cause delays or mix-ups in preparation of your order. We highly suggest that you review your shipping details before check out.

 

7. What should I do if i entered the wrong address?

The courier may charge an additional cost for change of address for undelivered parcels with wrong / invalid address. In the event that the wrong address is indicated in the order and the parcel is delivered, ATO will not be liable for any replacement or refund. 

 

8. Which countries do you ship to?

Unfortunately we only ship locally (within Malaysia) at the moment.

 

REWARD POINTS

1. Do I need to sign up to get reward points? Applicable for walk-in?

Only for website login, it does not apply for guest account.

Every RM1 spend = 1 point; 25 points earned = RM1

 

RETURN AND REFUND INFORMATION

Our return policy is within 15 Days starting from the day the order is delivered. Unfortunately we can’t offer you a refund or exchange after this period. To be eligible for a return, your item must be unused / unseal which in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of your purchase

**If your item is special order or back order as requested, unfortunately we can't accept for the return with any reason.

 

  • If we made a mistake with your order, we will resend the correct item. We will cover for item return shipping fee. 
  • If you made a mistake when you ordered (wrong version, wrong address), you may request for exchange/re-ship. Any returned item must be in good condition and you cover on any shipping charges which come up. Contact us 0127187900 for assistance.

 

Refund (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be process within 7-14 working days, and a credit will automatically be applied to your credit card or original method of payment.

 

Exchanges (if applicable)

Change of mind is not applicable as we only replace item if they are defected or damaged. Please return your purchase to the following address: D-01-03, Block D, Southgate Commercial Centre, No.2, Jalan Dua, Off Jalan Chan Sow Lin, 55200 Kuala Lumpur, Malaysia (Attention: ATO smart Enterprise 012-7187900)

 

PRE-ORDERS

1. Pre-orders are charged at the time of purchase, not when we ship them out.

2. If you need to cancel or change a pre-order, please send an email to orders@ato.com.my 7 days before the release date. 

3. System will auto cancel after 24 hours of non-payment update. Reward points / store credit will be refund upon cancellation. ATO will not be liable for any ended promotion / discount price caused by order cancel.

4. If you had made deposit on pre-order items, we will email notify the final price and collect payment within 1 - 5 days after email sent. 

5. In the event that suggested retail price is lower than the final price, we shall refund the difference as store credit. 

6. In the event that suggested retail price is higher than the final price, we will absorb any difference in price that had been made. 

 

Please contact us at orders@ato.com.my or 03-27325996 if you have any questions or doubts.