FAQs
Frequently Asked Questions (FAQs).
We've compiled a list of frequently asked questions (FAQs) to hopefully answer most of your concerns regarding your online shopping at CTHardware.com.
Yes, all deliveries requires a MyKad number and signature on the courier's consignment note copy.
Do I need to be home to accept a delivery?
If you’re out during time of delivery, anyone at home with a MyKad, can sign for the package on your behalf. If no one’s home, our courier will usually re-attempt delivery the following day or call your contact number to arrange for a convenient time for delivery.
Do you deliver to my area?
Yes. We deliver throughout Malaysia including both Sabah and Sarawak. However certain promotional items or over-sized products are not available for delivery outside the Peninsular due to shipping restrictions on weight and size.
At the customer’s request and cost, we can arrange for third-party air freight shipping for over-sized
items. Please email hello@cthardware.com or call our Customer Service at 03-7873 0000 for details.
Do you offer same-day delivery?
Unfortunately we don’t offer same-day delivery at the moment. However, for areas within the Klang Valley, you may request for a more convenient date and time for delivery by leaving a remark on the checkout page.
How long after I place an order will it be dispatched?
We aim to dispatch all orders received before 2pm same business day, pending stock availability.
What’s the delivery lead-time?
Delivery times will often vary by postcode and product size but should typically take three working days within Peninsular Malaysia.
How much is delivery to my area?
Delivery costs will vary by postcode and item. Please read our Delivery Information for more details.
Do you ship internationally?
No. Currently we only ship to destinations within Malaysia.
I haven't received my order. Where do I check on my order status?
Registered customers can check their order status on the My Orders page or alternatively via the link included in the email order confirmation.
I ordered multiple items in my purchase but haven't received all of them. When will they arrive?
Occasionally, orders are split between different deliveries and should arrive within 48 hours of each other. Some exceptions may apply. If your order has not arrived within this time frame, please call our Customer Service at 03-7873 0000.
There is an item missing from my package. What can I do?
Please call Customer Service at 03-7873 0000 and we will look into it.
Are all of your items in stock?
All of our products are linked in with our back end database that takes stock levels directly from the warehouse. All products that have the "In Stock" flag should be in stock and ready for dispatch. If we receive an order and then discover that the item is out of stock we will make every effort to contact to confirm your options on how to proceed.
If some of my items are out of stock and some are in stock, what happens?
We will contact you to give you the choice of having one delivery when your order is complete or we can send the items that we have first whilst we wait for the back ordered lines to arrive (there will be no additional delivery charge for this)
How will I know when an out of stock item is ready for me?
If you choose to leave an out of stock item on Back Order we will maintain regular contact with you to update you on its progress. This will include a phone call to confirm its arrival and arrange your delivery requirements.
I can't find what I'm looking for on your website, can you get other products?
Yes, we have direct accounts with all major brands and are more than happy to supply other products that are not in our standard range. Please call or email us with your requirements and we will get back to you as quickly as possible with a price and availability.
Currency
All pricing on the CTHardware.com website is in Malaysian Ringgit.
Why can't I get the online price for in-store purchases?
Our in-store branches and online store are under different managements thus promotions and pricing may also differ. From time to time we may also offer online-only promotions, which can vary from our in-store promotions.
Can I order by phone?
Yes, if you would rather, you can call our order line on 0208 532 5000 between 8am - 5pm Monday to Friday or 9am - 1pm on Saturdays. We have trained staff that can not only take your order but also help advise you on the products in our range.
Will I get a hardcopy invoice?
Yes, your hardcopy invoice will be supplied with your goods. If this doesn't find its way to you then you can request a copy at any time.
Am I able to amend my order once it's submitted?
Unfortunately, once you have clicked "Submit Order" your order is sent immediately to our warehouse to be processed for delivery. It is therefore unlikely that we can amend your order after this stage, but you are welcome to call us and if it is possible we will do our best to try.
Do I need to create an account in order to shop online?
Registering for an account is optional. You can purchase products as a guest. However, by registering an account, you will be able to obtain your order history for all purchases, track your orders and have speedier checkouts for future purchases.
Can I collect my order from a nearby branch?
Yes, you can pay for your online purchase and collect it from our branches. Please select 'Click & Collect at store xxx' during the checkout process.
Please print out the order page or specify your order number and bring along your MyKad for verification. It is also a good idea to call the branch in advance to check if your item is in stock. We may refuse your order if you are unable to produce the necessary documents for security reasons.
Can I return unwanted items?
No, only items under faulty or incorrect is allowed for return or exchange within 7 days of purchase if the item is returned to us in its original condition and packaging. Refer to our Returns Policy for full terms and conditions.
How can I return or exchange my order if it’s faulty or incorrect?
In the unlikely event that your purchase is faulty or described wrongly, we will refund or exchange the item. Please call our Customer Service at 03-7873 0000 to arrange for a return. Refer to our Returns Policy for full terms and conditions.
I have been delivered an incorrect item, what do I do?
We have strict control and checking procedures operating in our warehouse so it is extremely unlikely that an error will occur, however unfortunately sometime mistakes can still be made. If this happens we will collect and redeliver a replacement item as soon as possible and this will obviously be at no cost to you.
I have received a damaged item, what do I do?
Please try and check the condition of the parcels before you sign for them, if you are in any doubt please make a note on the couriers paperwork. If you discover an item is damaged please contact us as soon as possible (must be within 7 days) and we will arrange a replacement for you, obviously we would cover any courier costs.
What warranty comes with my product?
Every product we sell is covered by the manufacturer's warranty. The length of warranty should be stated in the product details page. Some manufacturers require registration in order to validate or extend a warranty. Please ensure that this is done where applicable.
I need to arrange a power tool repair that is within its warranty period, what do I do?
You can call or contact us directly and we can explain the procedure depending on which brand of tool you have.
I’m having problems signing in.
Shopped online before? Try signing in with the email and password you registered with. If you still can’t sign in, please reset your password here Not shopped online with us before? You’ll need to register your email address and set up an account, even if you’ve shopped in branch or over the phone.
I’ve forgotten my password
If you have forgotten your password, please reset your password here, and enter the email address you registered with, you will then receive an email with a link for a new password.
How do I edit my saved addresses?
Go to My Account and select Update Address to edit your saved address. Or to add a new address select Address Book in the right hand menu and select the green Add New Address button.
How do I sign up for the CTHardware.com newsletter and what are the benefits?
You can subscribe to our email newsletter during the registration process and also sign up for our newsletter without signing up for an account. Along with our newsletters, you will also be notified of our offers and promotions as well as receive promotional vouchers.
What should I do if I think my account has been compromised?
If you think someone else has gained unauthorised access to your account, you should reset your account password. Please call our Customer Service at 03-7873 0000 should you need further assistance.
How can I view my orders or get a copy of my invoice?
Go to My Account and select Order History in the right hand menu. All of your online orders will appear here as soon as you complete the online checkout. To print your online order invoice, go to Order History and tick the box alongside the order you wish to print, and click Print Copy Invoices button. To email the invoice, expand the order details by clicking the blue arrow on the left of the order and then select Email. This will then be emailed to the email address registered with your account.
How can I submit a product review?
You can submit a product review by clicking on 'Customer Reviews' then ‘write a review’ below the product page. Once you have submitted a review you are not able to re-edit it.
I think my payment has failed. Can you help me?
You will be notified if there is a problem with your card. You will then be prompted for an alternate payment method. Should you encounter any additional complications, please contact our Customer Service at 03-7873 0000.
How will I know if my payment has been successful?
Your screen will display a message thanking you for your purchase along with your order number. You can use this order number for future reference regarding any queries you may have. You will also receive an email confirmation of your order.
How do I use my e-voucher code?
During the checkout process, you will be asked to enter any promotional codes you may have.
I forgot to use my e-voucher code during checkout.
Unfortunately, we are unable to add promotional voucher codes to your order after it has been submitted. However, you can still use your promotional voucher on your next order, provided it hasn't passed the expiry date.
Why does my e-voucher code not work?
This may be due to the fact your voucher has already expired or you may have tried to purchase a product that may not be covered by that particular voucher.
