1. Account Queries
Q: Do I need an account to browse or place an order?A: While you can browse some product information without an account, registration is required to view complete details such as pricing, stock availability, and to place orders. Creating an account also allows you to manage your orders, track deliveries, request quotes, and access exclusive promotions.
Q: How do I create an account?A: Click on the “Sign Up” button on the top right of the homepage. Fill in your business details and contact information. Once submitted, our team will verify and activate your account within 1 working day.
Q: Why should I sign up as a member?A: Creating a member account gives you access to exclusive member-only pricing and special offers. As a registered user, you’ll also receive timely updates on our latest product arrivals, ongoing promotions, and industry insights, so you’ll never miss out on a good deal or opportunity.
2. Requesting a Quote or Buying Items Not Listed
Q: I can't find the product I need on the platform. What should I do?A: If a specific product or brand is not listed, you can use the “Request a Quote” feature or contact our sales team directly via email or phone. We supply a wide range of industrial and commercial valve products including custom and special order items from our trusted brands.
Q: Can I get a formal quotation for approval before purchase?A: Yes. Whether it's a listed item or something you need us to source, we can provide a formal quotation upon request. Simply add your items to the quote cart or send your request through our contact form.
3. Delivery Queries
Q: What are your delivery options?A: We offer standard delivery options depending on your location and urgency. For orders within Klang Valley, we may also provide same-day or next-day delivery, depending on stock availability. Please contact our customer service for further info as extra chargers might incurred.
Q: How do I track my order?A: Once your order is shipped, you will receive a tracking number via email. You can also check the status of your order in your account dashboard under “My Orders.”
Q: Do you deliver outside of Malaysia?A: Currently, our platform is set up for deliveries within Malaysia. For international shipments, please contact us directly for arrangements.
Q: Which courier service do you use?
A:Our platform currently supports deliveries within Malaysia, and we use GDEX as our primary delivery partner to ensure reliable and timely service.
For international shipments, we typically use FedEx for air freight and sea freight options for larger or bulk orders. If you require international delivery, kindly contact us directly
so we can assist with the necessary arrangements and provide you with a shipping cost estimate tailored to your location and order size.
4. Placing My Order
Q: How do I place an order online?A: Placing an order through the Optimus Distributor Commerce Platform is quick and convenient. Follow these simple steps:
- Log in to your account using your registered email and password.
- Browse or search for the products you need using the navigation menu or search bar.
- Add items to your cart by selecting the desired quantity and clicking “Add to Cart.”
- Proceed to checkout when you're ready. Review your cart, then enter or confirm your delivery details.
- Select your payment method, choose between online/bank transfer or cash on pickup.
- Confirm your order to complete the process.
- You will receive an order confirmation email shortly after placing your order. This email will include your order summary and instructions for payment.
- If you select online/bank transfer, kindly make payment to the bank account provided in your confirmation email and notify us once done.
- If you chose cash on pickup, payment can be made upon collecting your items. Our team will contact you once your order is ready for collection at our warehouse.
5. Damaged / Incorrect / Delayed Delivery
Q: What should I do if my order arrives damaged, incorrect, or is delayed?
Q: Which courier service do you use?
A:Our platform currently supports deliveries within Malaysia, and we use GDEX as our primary delivery partner to ensure reliable and timely service.
For international shipments, we typically use FedEx for air freight and sea freight options for larger or bulk orders. If you require international delivery, kindly contact us directly
so we can assist with the necessary arrangements and provide you with a shipping cost estimate tailored to your location and order size.
- Log in to your account using your registered email and password.
- Browse or search for the products you need using the navigation menu or search bar.
- Add items to your cart by selecting the desired quantity and clicking “Add to Cart.”
- Proceed to checkout when you're ready. Review your cart, then enter or confirm your delivery details.
- Select your payment method, choose between online/bank transfer or cash on pickup.
- Confirm your order to complete the process.
- You will receive an order confirmation email shortly after placing your order. This email will include your order summary and instructions for payment.
- If you select online/bank transfer, kindly make payment to the bank account provided in your confirmation email and notify us once done.
- If you chose cash on pickup, payment can be made upon collecting your items. Our team will contact you once your order is ready for collection at our warehouse.
A:
Damaged: Take clear photos of the item and packaging and report the issue to us within 48 hours.
Incorrect: If you received the wrong item, contact us with your order number, and we will arrange for a replacement or refund.
Delayed: Delivery delays can happen due to stock, courier, or weather issues. You can check your tracking number or contact us for updates.
6. How Do I Return/ Cancel an Item?
Q: Can I return an item if I change my mind or ordered the wrong product?
Damaged: Take clear photos of the item and packaging and report the issue to us within 48 hours.
Incorrect: If you received the wrong item, contact us with your order number, and we will arrange for a replacement or refund.
Delayed: Delivery delays can happen due to stock, courier, or weather issues. You can check your tracking number or contact us for updates.
A: Yes, we accept returns for eligible items within 7 days of delivery. Returned items must be unused, in their original packaging, and accompanied by
a copy of the invoice or delivery order.
Q: How do I start a return?
A: Contact our customer service team with your order number and reason for return. We will guide you through the process, including shipping instructions
and refund or replacement options. *Custom-ordered, used, or clearance items may not be eligible for return unless defective.
Q: Can I cancel my order?
A: Yes, you may cancel your order by navigating to the “Manage My Order” section in your account dashboard. When submitting a cancellation, please include
a brief reason for your request to help us improve our service.
Please note:
Cancellations must be made within 24 hours of placing the order.
For cancellations made after 48 hours, a 50% cancellation fee will be charged based on the total purchase amount, as processing and handling may already be underway.
If your order has already been packed or shipped, cancellation may no longer be possible, and our return policy will apply instead.
7. What is our operation hour and cut-off time?
Q: What is our operation hour and cut-off time
A: Optimus Distributor operates from 8:30 AM to 5:00 PM, Monday to Friday (excluding public holidays).
- Our daily order cut-off time is 4:00 PM. Orders placed before 4:00 PM will be processed within the next 24 hours. Once your order has been placed, please keep an eye
on your email for any updates or confirmation regarding your order status. If you do not receive an email within 24 hours, feel free to contact our team for assistance.
A: Contact our customer service team with your order number and reason for return. We will guide you through the process, including shipping instructions
Q: Can I cancel my order?
A: Yes, you may cancel your order by navigating to the “Manage My Order” section in your account dashboard. When submitting a cancellation, please include
a brief reason for your request to help us improve our service.
Please note:
Cancellations must be made within 24 hours of placing the order.
For cancellations made after 48 hours, a 50% cancellation fee will be charged based on the total purchase amount, as processing and handling may already be underway.
If your order has already been packed or shipped, cancellation may no longer be possible, and our return policy will apply instead.
7. What is our operation hour and cut-off time?
Q: What is our operation hour and cut-off time
A: Optimus Distributor operates from 8:30 AM to 5:00 PM, Monday to Friday (excluding public holidays).
- Our daily order cut-off time is 4:00 PM. Orders placed before 4:00 PM will be processed within the next 24 hours. Once your order has been placed, please keep an eye
on your email for any updates or confirmation regarding your order status. If you do not receive an email within 24 hours, feel free to contact our team for assistance.