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Online Store FAQ

Online Store FAQ

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Email Customer Service

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WhatsApp Customer Service

 

Online Store Frequently Asked Questions

Making Orders

How to place an order?


Use the following methods to put the order. 1. Go to Product and choose Fire Equipment Online Store under Products tab on Hegel's website. 2. Choose the product and add to cart 3. The item will directly to go to cart icon.




How to check the complete order?


To check your order or to view your cart, simply click on the cart icon. You will then be able to see your orders and detailed information of the items you've added to cart earlier.




Saving wish list?


You can save your wish list of items you wish to find quickly in future visit. You can also add or remove them from your wish list as often as you like. To add items to your wish list, click on “Add to Wish List” on the item page.




How do I get the receipt for the orders made?


We will automatically email you the payment receipt for the payment you have made as soon as your payment is done.




I did not receive my payment receipt. What should I do?


In the event that you did not receive your payment receipt, you may email to sales@hegelengineering.com and attach with a copy of your order slip that you receive in you email together with the payment transaction record via card or bank transfer. We will send you your receipt as soon as we can.




How to change an order?


To change or revise an order, remove the item from cart by clicking the X next to the item to remove the item and place new replacement order. You may also edit cart summary change or revise the order.




My order is not updated in my shopping cart. What should I do?


Try refreshing the page. If it is still not updated, check your internet connection. If the problem persist, contact our customer service for assistance.





Check Out and Payments

How to make payment for my order?


We provide 3 payment option for your convenience. They are :

  1. Payment by Debit Card/Credit Card

  2. Payment by Bank Online Transfer

  3. Payment via Paypal




How do I make payment via Debit/Credit Card?


Click Checkout on your cart page, and you will be taken to the Checkout page where you will be requested to fill up your Shipping Details and Shipping Method, Payment and Order Review. Once you are done filling up your Shipping Details and Shipping Method, you will come to Payment Method. Choose pay by Debit/Credit Card, fill you your Debit/Credit Card credentials and the rest is automated. If your Debit/Credit Card company requires verification, you will be taken to your Debit/Credit Card company portal for you to fill up OTP for verification. Your Debit/Credit Card company will send you your Debit/Credit Card OTP via sms to your phone. Enter the OTP you received to the OTP insertion field on your Debit/Credit Card company portal and client proceed. You will immediately be notified if the payment is successful.




How do I make payment via Bank Transfer?


Click Checkout on your cart page, and you will be taken to the Checkout page where you will be requested to fill up your Shipping Details and Shipping Method, Payment and Order Review. Once you are done filling up your Shipping Details and Shipping Method, you will come to Payment Method. Choose pay by Bank Transfer and you will see the Bank Transfer payment instruction. Follow all steps to complete your order, make a Bank Transfer to make payment and email your Bank Transfer Transaction Record and state your order number to onlinestore@hegelengineering.com for us to process your order. Just in case you missed the Bank Transfer payment instruction on the Checkout page, please refer to the followings : Account Name HEGEL ENGINEERING SDN BHD

Bank Name Hong Leong Bank Berhad

Account Number 21300018382

Account Name HEGEL ENGINEERING SDN BHD

Bank Name RHB Bank Berhad

Account Number 21403500149040




How do I make payment via Bank Transfer from banks outside Malaysia?


Bank Transfers payment from customer residing outside Malaysia can be made with Wire Transfer to our bank account. You will need the following Swift Code details :

  1. If payment to our Hong Leong Bank account, Swift Code is HLBBMYKL.
  2. If payment to our RHB Bank account, Swift Code is RHBBMYKL.




How do I make payment via Paypal?


Click Checkout on your cart page, and you will be taken to the Checkout page where you will be requested to fill up your Shipping Details and Shipping Method, Payment and Order Review. Once you are done filling up your Shipping Details and Shipping Method, you will come to Payment Method. Choose pay by Paypal and you will be taken to Paypal site to proceed with payment. On Paypal site, you may choose to make paypayl via Paypal (if you have an existing Paypal account or you may opt for payment with Debit/Credit Card via Paypal. You will also have the option to open your own Paypal account if you want to.




Why there is a Tax imposed on my purchases?


SST will be levied on taxable goods that are imported to, or manufactured in Malaysia. SST is taxed on goods delivered after 1st September 2018. We account for 10% sales tax on all sales for all products. For more info, please visit http://mysst.customs.gov.my/





Shipping and Delivery

What is your Shipping/Delivery method?


We provide 2 options of shipping/delivery method as follows :

  1. Express shipping/delivery. Your order will reach you within 1 to 2 working days.
  2. Standard shipping/delivery. Your order will reach you within 3 to 4 working days.




Where do I specify my Shipping/Delivery address?


On the Checkout page, you will be prompted to fill up your shipping/delivery address. Fill up the shipping/delivery address and details where you want your order to be ship/delivered to.




Can I split the shipping of my order to several shipping/delivery address or location?


If you have multiple location where the products purchased is required to be ship or delivered to, you need to split the orders separately for each location of shipping/delivery. In short, you need to order products for each individual shipping/deliverylocation separately.




How do I track my shipping progress?


Upon making payment, we will process your order and initiate shipping process immediately. You will receive and email containing the shipping tracking number and detail of shipping/delivery service provider company for your reference. With these information, you can anytime track your shipping/delivery or you can email to onlinestore@hegelengineering.com for shipping/delivery follow up assistants.





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