PAYMENT

Question 1. How do i pay for my order?
AnswerMalaysian Customers can opt for payment by on-line banking, via ATM Transfer, Credit Card Payment or via Counter. You just choose your prefer bank as shown on the website after checkout. Once you have bank in the payment, please email the transaction slip to sales@jfsupplementfactory.com with stated your order number.

Please carefully read our Terms and Conditions prior to placing your order. Every time you place an order with us, you will need to confirm to have read and agree to them.

Question 2. What currency do you accept?
AnswerWe accept the currency as stated below. Prices of goods will be displayed in that currency:
– Malaysian ringgit (MYR)

ORDERING

Question 1. How do I make a purchase?
AnswerShopping at jfsupplementfactory.com is easy: You can shop by product category such as Musclepharm, HyperStrength, Prolab and etc (using navigation in the drop down menus). Once you have found an item, select your favourite and click on the ‘ADD TO CART’ button next to each item. You can then continue shopping or go to the basket in the top right hand corner to complete your order. You will need to register with us before your order can be processed. At checkout, you can review and amend your order details on the BASKET menu.
Question 2. Can I order by telephone or fax?
AnswerDue to security reasons, jfsupplementfactory.com does not offer a telephone/fax ordering system.
Question 3. How do I know if an item is in stock?
AnswerMost items shown are in stock, if an item you have ordered is unavailable when we come to pick and dispatch it, you will be contacted by our customer service team by email. You will not be charged for that item. If a product does not appear in a specific favourite/size in the ‘Favourite/Size’ drop-down, this means the item is out of stock. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order.
Question 4. Do I need an account to place an order online?
AnswerYes you will need to set up an account on our website in order to place an order. Setting up an account is easy and you can do this while placing your order. Having an account will also enable you to store shipping information, track past orders and build a wish list.
Question 5. When i check-out, certain item(s) in my shopping bag have been classified as ``Sold Out``. Why?
AnswerFinal confirmation of item(s) purchased is when a customer place order at summary order page. It is possible that certain item(s) could be classified as “SOLD OUT” because they were purchased earlier by other customer(s).
Question 6. What is a Promotion Code?
AnswerPromotional code is a discount voucher which we sometimes send to our regular customers registered with us. By redeeming the coupons, customers will be entitled to certain percentage discounts on items purchased or on selected item(s).
Question 7. I have collected some promotion code(s), how do I use them?
AnswerEnter your voucher code at the order summary page before placing your order. Discounts entitled to you will be deducted automatically from your overall purchase at the final order summary page. Please note that promotional codes cannot be used for item(s) that are already on offer or on a promotional basis. Before using your promotional codes, please read the Terms and Conditions of the item concerned.
Question 7. I have collected some promotion code(s), how do I use them?
AnswerEnter your voucher code at the order summary page before placing your order. Discounts entitled to you will be deducted automatically from your overall purchase at the final order summary page. Please note that promotional codes cannot be used for item(s) that are already on offer or on a promotional basis. Before using your promotional codes, please read the Terms and Conditions of the item concerned.
Question 8. I forgot to use my promotional codes or coupons after placing my order, can I amend my purchase order?
AnswerAfter you have placed your order, you will not be able to redeem your voucher. Please keep the promotional codes/coupons for the next purchase.
Question 9. Do you offer same day delivery in Malaysia?
AnswerNo. Currently we still work up on it. Please be patient.
Question 10. Can I add items to an existing order?
AnswerIt is not always possible to combine orders or add items to an existing order. You can place a new order for any additional items and contact us by email requesting to have your two orders combined and shipped together but please be aware that this might not always be possible as the first order may have already been shipped.
Question 11. What happens if I notice that my personal details are incorrect after I have completed the ordering process?
AnswerIf you realize your personal details are incorrect once you have completed the ordering process please email our customer service team sales@jfsupplementfactory.com, ensuring you include your order number. We can not guarantee that we will be able to rectify the issue, however, we can assure you that we will do all we can to amend your order.

DELIVERY/SHIPPING

Question 1. Can I track my order online?
AnswerWe ship all of our orders using Airpak, Citylink Express or Pos Malaysia. When we dispatch your order for delivery you will receive a unique tracking number by email. Once in receipt of this reference number you can check the current status of your shipment on the Airpak, Citylink Express or Pos Malaysia website. Alternatively, you can email us on
sales@jfsupplementfactory.com and we will track the order on your behalf.
Question 2. How soon will I receive my order?
Answerjfsupplementfactory.com aims to deliver within the time agreed upon at purchase. For those residing in West Malaysia, it will take approximately 1-2 working days and for East Malaysia residing, it will take approximately 3-5 working days. Should there be anything that is unforeseen, it may take longer working days. Temporary we are no shipping for international.
Question 3. How much are shipping costs?
AnswerWe are happy to offer flat rate shipping at FREE of charge to anywhere in West Malaysia on all orders.
Question 4. Can I change my shipping address once my order has been dispatched?
AnswerWe are unfortunately unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.
Question 5. Will I have to sign for my order?
AnswerWe do require proof of delivery for all order and we are unable to authorize packages to be delivered without a signature.
Question 6. What happens if I am out when you deliver?
AnswerIf you or the intended recipient is not in when Airpak, Citylink Express or Pos Malaysia attempt to deliver, they will leave a card at the delivery address confirming that they have tried to deliver. Follow the instructions on this card to pick up the item or rearrange delivery. Please note if you rearrange to deliver to another address, this may incur an additional charge that is out of our control.
Question 7. Can you deliver to a different address than my billing address?
AnswerYes. Please enter the address along with your full name upon checkout.

RETURN & EXCHANGES

Question 1. When will I receive a refund for the returned items?
AnswerRefunds are process on the day they are received and take 3-5 days to show in your account. This is of course subject to the refunds policy. Please note that shipping costs will not be refunded. All incurred duties and taxes will need to be claimed back through Airpak, Citylink Express or Pos Malaysia, when returning your items back to ejinutrition.com.
Question 2. Can I return an item to the stores?
AnswerNo, items cannot be returned once sold.
Question 3. What do I do if I have received the wrong item or my item is faulty?
AnswerIn the unlikely event that you have received the incorrect item or a faulty item, you should immediately contact customer service via email at sales@jfsupplementfactory.com, we will respond within 48hrs, Monday to Friday 9am – 7pm (excluding Public Holidays).

YOUR PROTECTION

Question 1. Is my personal information kept private?
AnswerPlease be assured that we consider all of the information you share with us to be totally private and confidential. At no point will us share, rent or sell your personal information without your consent. For further details please read our privacy policy.

GENERAL QUESTIONS

Question 1. How do I contact customer care?
AnswerThis page should provide the answers to our frequently asked questions. Please check if your questions are answered here.

All e-mail messages are treated as priority. We will reply to your inquiry within one business day. You are also welcome to contact us by telephone on 03-7887 5727. For the quickest response we recommend you contacting us by email on sales@jfsupplementfactory.com

Question 2. What are our JF Supplement Factory store opening hours?
Answer
Question 3. How do I find a product?
AnswerIf you know exactly what you are looking for, you will be given the option to search the shop by product category. Throughout the site there is also a ‘Search’ function, which can be used to look for certain products using key words.
Question 4. How do I unsubscribe from your newsletter?
AnswerPlease use the link at the bottom of any newsletter email from jfsupplementfactory.com
Question 5. How do I create an jfsupplementfactory.com account?
AnswerClick on the ‘Log In’ or ‘Register’ button at the top of the website, then follow the on screen instructions.
Question 6. I need to change my address or other details what do I have to do?
AnswerPlease log in to your account to change your personal details.
Question 7. I have forgotten my password – what shall I do?
AnswerGo to ‘Log in’ then click the ‘Forgotten Password’ link, you will then be emailed the details.
Question 8. How do I subscribe to your newsletters?
AnswerPlease key in your mailing address at the bottom of the website and subscribe to us.

TECHNICAL ISSUES

Question 1. I cannot process my order?
AnswerPlease could you try to place the order again – sometimes when the site is experiencing high demand orders do not get placed. If it still does not work please make a note of what happens and what messages the site gives you. It may also be necessary to try an alternative computer to ensure it is not a compatibility problem.

If you are still having problems, try deleting the cookies on your computer then logging back into your account. You will need to go to the ‘Tools’ tab on your internet browser, select ‘Internet Options’, then choose ‘Delete Cookies’ and hit OK. If further problems persist please do not hesitate to contact us at sales@jfsupplementfactory.com

Question 2. Other technical problems?
AnswerTo help us investigate into your problem please include as many of the following information as possible with regards to your system:

– Your Operating System (e.g. Windows 7, Mac OSx Lion)
– Internet Browser & version (Internet Explorer 9, Firefox)
– What time the problem occurred
– Please cut and paste into the email any error message that appeared on the screen