FAQs

Welcome to the FAQ section of Visions Think Solutions Sdn Bhd. Here, we address some of the most common questions about our products, services, and policies.

Orders

How do I place an order?

To place an order, browse our product categories or use the search bar to find the items you want. Add the desired products to your cart and proceed to checkout. Follow the prompts to enter your shipping and payment information to complete your purchase.

Can I place an order over the phone or via email?

Currently, all orders must be placed through our website. This ensures secure payment processing and accurate order tracking.

How can I check the status of my order?

To check the status of your order, log in to your account and navigate to the "Orders" section. Here, you can see the status and details of all your orders.

How can I place an order?

To place an order, simply add the desired products to your cart and proceed to checkout. Follow the prompts to enter your shipping and payment information to complete the purchase.

How do I change or cancel my order?

If you need to change or cancel your order, please contact us immediately. We will do our best to accommodate your request. However, if the order has already been processed or shipped, changes or cancellations may not be possible.

Products & Services

What types of products do you offer?

We offer a wide range of IT hardware and software products, including:

How can I find specific products on your website?

You can use the search bar at the top of our website to find specific products. You can also browse our product categories listed in the main menu.

Are all products listed on your website in stock?

Availability of products is indicated on the product page. Ex-stock items are shipped within 3 working days.

For software licenses and non-ex-stock products, shipping times are between 5-10 working days, depending on the vendors' order processing.

How can I place an order?

To place an order, simply add the desired products to your cart and proceed to checkout. Follow the prompts to enter your shipping and payment information to complete the purchase.

What should I do if I need help choosing the right product?

If you need assistance in selecting the right product, please contact our customer service team. Our experts will be happy to help you find the best solution for your needs.

Do you offer product warranties?

Yes, all products come with a manufacturer's warranty. Warranty details are provided on the product page. For any warranty-related issues, please contact the respective manufacturer’s support center.

What services do you provide?

How do your Managed IT Services work?

Our Managed IT Services provide comprehensive IT support and management, ensuring that your systems run smoothly and efficiently. We handle everything from routine maintenance and monitoring to troubleshooting and emergency response.

What are your support hours?

Our standard support hours are 8x5 (9am - 5pm, Monday to Friday), unless otherwise stated in your maintenance contract. For urgent issues outside these hours, please refer to your contract for after-hours support options.

How do I request technical support?

For technical support, please visit our Support page and submit a request.

For issues with hardware products, contact the support center of the respective hardware vendors.

For software support, contact the support center of the respective software vendors.

How do I stay updated on new products and services?

To stay updated on new products and services, subscribe to our newsletter or follow us on social media. You can also regularly check our website for updates and announcements.

Account Settings

How do I log in to my account?

To log in, click on the "Log In" button on our website and enter your registered email address. You will receive a one-time code sent to your email. Enter this code to access your account. No passwords are required.

What should I do if I don't receive the one-time code?

If you do not receive the one-time code, check your spam or junk email folder. If you still cannot find it, click on the "Login with different email" link on the login page or contact us for assistance.

How can I update my account information?

To update your account information, log in to your account using the one-time code sent to your email. Navigate to the "Profile" section, where you can update your personal information, such as your name, email address, and shipping address.

How do I change my email address?

You won't be able to change your email address after login. You can login with a new email address and obtain a new code.

How do I view my order history?

To view your order history, log in to your account and go to the "Orders" section. Here, you can see a list of all your past orders along with their status and details.

How do I manage my address book?

To manage your address book, log in to your account and navigate to the "Profile". Here, you can add, edit, or delete addresses.

Can I save my payment information?

For security reasons, we do not store your payment information on our website. You will need to enter your payment details each time you make a purchase.

How do I subscribe or unsubscribe from newsletters and promotional emails?

You can opt-in to receive our newsletters and promotional emails at the footer of our website, or check "Email me with news and offers" on the checkout page. To opt-out our newsletter, you may click unsubscribe upon receiving our promotional emails.

How do I delete my account?

If you wish to delete your account, please contact us with your request. Please note that once your account is deleted, it cannot be recovered, and all your account information, including order history, will be permanently removed.

Shipping & Delivery

Where do you ship?

We currently only ship within Malaysia.

How long does it take to process and ship my order?

  • In-Stock Items: Orders for in-stock items are processed and shipped within 3 working days.
  • Software Licenses and Non-Ex-Stock Products: These items will be shipped within 5-10 working days, depending on the order processing times of our hardware and software vendors.

What shipping methods do you use?

We use local courier services to ship all orders. For urgent deliveries, we may use Lalamove or GrabExpress at your cost.

What are the estimated delivery times?

Delivery times are estimated to be within 1-3 working days from the date of shipment.

How are shipping costs calculated?

Shipping costs are calculated based on your location and the total order amount. The shipping costs will be displayed at checkout before you complete your purchase.

How can I track my order?

Once your order has been shipped, you will receive a shipping confirmation email with a tracking number. You can use this tracking number to monitor the status of your shipment.

What should I do if my order is delayed?

If your order is delayed beyond the estimated delivery time, please contact us. We will investigate the delay and keep you updated on the status of your order.

What if I receive a damaged or incorrect product?

If you receive a damaged or incorrect product, please contact us immediately. Provide details of the issue and any supporting documentation, such as photos of the damaged product or incorrect shipment. We will arrange for a replacement or issue a refund based on the original payment method.

Can I change my shipping address after placing an order?

If you need to change your shipping address after placing an order, please contact us as soon as possible. If the order has not been processed and shipped, we will update the address for you. If the order has already been shipped, we are unable to change the address.

Do you offer express shipping?

Currently, we do not offer express shipping. All orders are shipped using standard local courier services with an estimated delivery time of 1-3 working days.

For urgent deliveries, please contact us to arrange your delivery by Lalamove or GrabExpress at your cost.

Are there any shipping restrictions?

Certain products may be restricted from shipping due to legal or regulatory reasons. If any restrictions apply to your order, we will notify you and provide options for resolving the issue.

Do you ship to PO Boxes?

No, we do not ship to PO Boxes. Please provide a valid physical address for delivery.

What happens if my package is lost during shipping?

If your package is lost during shipping, please contact us. We will work with the courier service to locate your package and ensure that you receive your order.

Can I pick up my order instead of having it shipped?

Yes. Select "Store Pickup" upon checkout during your purchase.

Payment

What payment methods do you accept?

We accept various payment methods, including:

  • Credit/Debit Cards (Visa, MasterCard, etc.)
  • Online Bank Transfers (FPX)
  • E-Wallets (as specified during checkout)

Is it safe to use my credit/debit card on your website?

Yes, it is safe to use your credit/debit card on our website. We use secure encryption technology to protect your personal and payment information during the transaction process.

Can I pay using multiple payment methods?

No, we currently do not support multiple payment methods for a single transaction, except our store Gift Card or Store Credit. Please choose one of the payment methods to complete your purchase for the balance payment.

When will my credit/debit card be charged?

Your credit/debit card will be charged at the time of purchase. You will receive a confirmation email once the payment has been processed successfully.

What should I do if my payment is declined?

If your payment is declined, please check the following:

  • Ensure that all payment details are entered correctly.
  • Verify that your card is not expired and has sufficient funds.
  • Contact your bank or card issuer for more information.

If you continue to experience issues, please contact us for assistance.

Can I get an invoice for my order?

Yes, an invoice will be provided once your order is confirmed and payment is processed. The invoice will be sent to the email address provided during checkout.

Do you charge any additional fees for using certain payment methods?

No, we do not charge any additional fees for using credit/debit cards or other payment methods. The total amount displayed at checkout is the final amount you will be charged.

Can I cancel my order after payment has been made?

Orders can be canceled before they are processed and shipped. Once an order has been processed or shipped, it cannot be canceled. Please contact us as soon as possible if you need to cancel an order.

Do you offer payment plans or financing options?

No, we currently do not offer payment plans or financing options. Full payment is required at the time of purchase.

How do I use a discount code or promotional offer?

To use a discount code or promotional offer, enter the code in the designated field during checkout. The discount will be applied to your order total before payment is processed.

What currencies do you accept?

All transactions on our website are conducted in Malaysian Ringgit (MYR).

Can I request a refund?

For information on refunds, please refer to our Refund Policy or contact us. Refunds are typically issued for defective or incorrect products.

Return & Refund

What is your return policy?

All products are non-returnable and non-refundable once shipped and opened, except for defective products or wrong products delivered.

How do I return a defective product or a wrong product delivered?

For products purchased through our online store, please log in to your account "Orders" page to apply for exchange and return. For products purchased offline, please contact us to file your request.

What is the time frame for returning a product?

You must request a return within 7 days of receiving the product. After 7 days, we cannot process returns or exchanges.

What if my product is damaged upon delivery?

If your product is damaged upon delivery, please contact us immediately with photos of the damaged product and your order details. We will arrange for a replacement or issue a refund based on the original payment method.

How do I exchange a product?

For products purchased through our online store, please log in to your account "Orders" page to apply for exchange and return. For products purchased offline, please contact us to file your request.

How long does it take to process a return or exchange?

Once we receive your returned product, we will inspect it and notify you of the approval or rejection of your return. If approved, we will process the exchange or refund within 7-10 business days.

Are there any products that cannot be returned or exchanged?

Yes, all products are non-returnable and non-refundable once shipped and opened, except for defective products or wrong products delivered.

Who is responsible for return shipping costs?

The customer is responsible for return shipping costs.

How will I receive my refund?

Refunds will be issued to the original payment method used during the purchase. Depending on your payment provider, it may take 5-10 business days for the refund to appear in your account.

What should I do if I haven't received my refund?

If you haven't received your refund within 10 business days after approval, please contact your bank or credit card company. If the issue persists, contact us for further assistance.

How do I handle technical issues and faulty hardware products?

For technical issues and faulty hardware products, please contact the support center of the respective hardware vendors.

How do I handle software purchase and licensing matters?

For software purchases and licensing matters, please contact us to make a request. For software support, contact the support center of the respective software vendors.

We are here to help and ensure your shopping experience is smooth and satisfactory.

If you have a question that is not covered here, please feel free to contact us.