1. On-line Customer Service

• Review Past and Present Orders
  • View GDExpress Tracking Orders
  • Modify Delivery Schedule of a New Order
  • Change/Cancel a New Order

• Review/Modify Recurring Orders
  • Review/Modify the orders you have scheduled for recurring delivery.

• Update Account Information
  • Modify Delivering/Billing Addresses
  • Add New Delivery Instructions
  • Update Email Address
  • Change Sign-in Password

• Report Problems and/or Complaints
  • If there is a problem with your KSMshop order, let us know immediately.

• Send KSMshop Customer Service details about specific order problems

• Contact KSMshop
  • Get email, phone or postal contact information.

• Return Policy
  • What to do with damaged or unuseable products.

• What is the difference between KSM and KSMshop?
• Where do you deliver?
• Do I have to be home to get my Orders?
• How do I cancel an order?
• Is there a fee if I cancel an order?
• What do I do if I forget my password?
• Can I change my email address?
• How do I find out the delivering chanrges?
• Cancellation Policy
• Checkout
• Out of Stock Item
• Customer Service
• KSMshop Delivery Rates
• Tracking your order
• Delivery Schedule
• Methods of Payment
• My Purchase History
• Recurring Order
• Rescheduling Deliveries
• Return Policy
• Saved Lists
• Creating a Saved List
• Using a Saved List
• Searching
• Security & Passwords
• Selecting Products
• Sending a Gift

What is the difference between KSM and KSMshop? back to the FAQ

KSM (Koperasi Serbaguna Malaysia Berhad) is a cooperative incorporated in Malaysia with its headquarter located at Wisma MCA, Jalan Ampang, Kuala Lumpur.

While KSMshop is an online E-shop operated by the subsidiary company of KSM dot com Sdn. Bhd.

KSM members will automatically be KSMshop members. However , a KSMshop member is not necessary a KSM member unless they apply and accepted by KSM.

Where do you deliver?back to the FAQ

At the present, KSMshop delivers throughout Peninsular Malaysia. Sorry, we do not deliver to PO Boxes.

Do I have to be home to get my Orders? back to the FAQ

KSMshop is currently using a GDExpress service which does not require a customer signature. Therefore you do not have to be home to receive your goods.

KSMshop will, however, require a signature release for high value electronic and certain non-food products. You will receive an email from us, if we need to have your signature.

How do I cancel an order? back to the FAQ

Orders can only be cancelled within 2 hours of placement. After signing in, click on "Help". The On line customer service section is contained here. Click on Online Customer Service, and then, Review Past and Present Orders.

If you are within the 2 hour time limit, you will see the cancel link. Click on the word "cancel". KSMshop wants to make sure you do not accidentally cancel an order, and therefore a button with the order number appears. Click on the button with the word Cancel and the order number, and that order will be cancelled automatically.

You will not be charged any fee to cancel an order that has not been processed by our distribution depot.

Is there a fee if I cancel an order?back to the FAQ

KSMshop gives you a two hour window to cancel or change your order. After this time, we will try to stop your shipment in our distribution depot, if possible. If we are unable to stop the shipment, we will have to charge you the shipping charges to retrieve the packages.

What do I do If I Forget My Password? back to the FAQ

The KSMshop sign in page has a new feature. The first time you sign in you will be asked to choose a "Hint" question, and answer. Your Username and Password are linked to your email address. Please remember that the system only allows one Username and Password per email address.

If you forget your password, answer the "hint" question, and your username and password will be displayed for you. Established customers will have their password emailed to them.

Can I change my email address? back to the FAQ

KSMshop allows you to update your account information. You can update your email address, credit card bill to address, and delivery to address from the online customer service Link. Please remember that this is the place you change your delivery address if you have recently moved.

How do I find out the delivering charges?back to the FAQ

Clicking on the GDExpress Icon on our home page, or clicking on "shipping information" on the tool bar at the bottom of each page will show KSMshop Delivering Rates.

Cancellation Policy back to the FAQ

Orders can only be cancelled within 2 hours of placement. If you are having trouble canceling your order On-line, just call us toll-free at (888) KSMshop. If your are calling outside our regular business hours, please leave a message and remember to state your order number.

You will not be charged any fee to cancel an order that has not been processed by our warehouse.

Checkout back to the FAQ

Once you have finished shopping, click the "Check Out" button located to the right of your Shopping Cart. If you have not already signed in, you will be prompted to do so.

First time Shoppers will need to register by clicking on "New User Click Here to register" and following the directions for creating a new account. Afterwards, your current order information will be displayed for your confirmation.

Make sure all delivering and billing information is entered or complete. When you are satisfied with the information, click the "Submit Order" button. Your order information will be encrypted before being transmitted over the Internet to our secure commerce server.

Note: customers who have previously placed an order do not have to enter their billing and delivering information unless they want to change the information for this special order. Your order will be processed upon the verification of your credit card information, and an electronic invoice will be e-mailed to you upon delivery. Please note that you can only cancel or change your order within 2 hours after submitting it.

To cancel an order, go to Customer Service, click "Review Past and Present Orders" and follow the instructions provided.

Out of Stock Item back to the FAQ

If any of the item you ordered is out of stock, we will inform you within 48 hours. You may choose to have the other items delivered first and be kept informed about the stock status of the items. Payment will be revised accordingly.

Customer Service back to the FAQ

KSMshop is dedicated to your complete satisfaction with our services. Please contact our Customer Service KSMshop Customer Service Center (service@ksmshop.com) with your questions and comments.Or with the following address:

KSMshop Customer Service Center

SUITE 15.02-06
15th FLOOR WISMA MCA
163 JALAN AMPANG
50450 KUALA LUMPUR.
Tel: 03-21668022
Fax: 03-21668187

Additional information about

• Reporting Problems and Complaints
• Reviewing Order Statements and Status
• Updating New or Recurring Orders
• Updating Account information

can be found at Customer Service by clicking on the customer service link on the top of the screen, or here Customer Service .

Depending on where you live, you will receive your order within three business days.

KSMshop Delivery Rates back to the FAQ

Based on your order size, the amount you will be charged for delivering can be found in the accompanying schedule. Orders Between:

Delivery service only available now in Peninsular Malaysia, sorry for the inconveniences. Thank you.

Tracking your order back to the FAQ

KSMshop makes it convenient for you to track your order online. Our customer service screen provides an option called "Review Past and Present Orders." By clicking on the "track" link you will be presented with the current GDExpress delivering status.

Delivery Schedule back to the FAQ

Your KSMshop order will arrive on your doorstep within 1-3 business days. Though usually faster, our delivery schedule is as follows:

Please Note: GDExpress does not deliver on National and State Holidays.

Methods of Payment back to the FAQ

KSMshop accepts MasterCard and Visa card . All order information is encrypted before being transmitted over the internet to our secure commerce server.

My Purchase History back to the FAQ

My Purchase History creates a virtual store out of the items that you have purchased on prior occasions. For example, if you only purchase 3 perfumes from our extensive perfumes selection, you may not want to look at all products each time you shop.

Therefore, we have created your store within KSMshop. You can quickly purchase the items you regularly buy by clicking on the buy button in the far right column associated with each product.

Note:You must be logged on to use My Purchase History

Recurring Order back to the FAQ

After you have submitted an order, you may decide to make it a recurring order. A recurring order is an order which can be sent to you at regular intervals. For instance, you may want a weekly diapers delivery to your home, or monthly coffee deliveries to your office. The process is very easy.

On the Order Confirmation page, click the "Create Recurring Order" link in the Service Options box and then select the day of the week you want deliveries, how often you want this order to be delivered and the date you want to end the orders. By clicking on "Update this Delivery", you will see confirmation of your new delivery schedule.

Rescheduling Deliveries back to the FAQ

KSMshop assigns an intended delivery date for your current order, which you may choose to change. When you come to the Order Confirmation page, select "Re-Schedule Order" from the Service Options box. You will be taken to a page that allows you to select a new delivery date up to 3 weeks later.

You can also change the delivery date on any order that has not yet been shipped. From the Customer Service page, choose "Review Past and Present Orders". This will take you to a list of all completed and pending orders. Select "Reschedule" from the Action Menu, and pick from the list of other possible dates.

Return Policy back to the FAQ

KSMshop will provide a full credit on purchase your credit card account for product that is damaged or unusable. All claims must be made to our customer service department within seven days of delivery. Please keep all original packing materials and documentation in the event that your equipment has to be serviced or returned.

Before returning any product you must obtain a Return Merchandise Authorization (RMA) number. No returns will be accepted without an RMA number. To request a return merchandise authorization, contact our Customer Service Center at service@ksmshop.com within 7 days of receipt.

Please have the following information ready when calling for an RMA number: customer name, order number, serial number of device in question, and the nature of the problem. RMA numbers are valid for seven (7) days after issue.

Send the item in its original manufacturer's packaging to the following address:

SUITE 15.02-06
15th FLOOR WISMA MCA
163 JALAN AMPANG
50450 KUALA LUMPUR.
Tel: 03-21668022
Fax: 03-21668187

Please put the RMA on the outside of the box in large letters. We will directly accept the following kinds of returnsunopened or defective products without a restocking fee within 10 days of the invoice date.

Defective products may be returned for repair or replacement only, at our discretion, within 10 days from the invoice date. After 10 days, the manufacturer's warranty applies. A restocking fee of 10% of the purchase price will be collected on all other returns.

Returns must be in 100% complete, resaleable condition, and must include original packaging, manuals, unfilled-out registration cards, and software. Opened software and consumables (ex. toner, ink cartridges) are not returnable. Defective products may be exchanged for the same product only. For your protection, we suggest you use UPS or Insured Parcel Post for return shipments.

Please note: We can refund delivering costs only if the return is a result of our error.

Saved Lists back to the FAQ

To make your shopping experience even easier, KSMshop has developed the Saved List feature. This feature allows you to save the items you want to send to your mom in kampung, your child in college, or gifts for that very special occassion, in a separate carts, and with unique names you choose. Sending that special package is then as simple as the click of a button.

Creating a Saved List back to the FAQ

After choosing the items that you want to include in your List, click on "view your cart" at the bottom of the screen. Then Click on Save List at the top of the Shopping Cart. If you have not already signed in, you will be prompted to do so. First time Shoppers will need to register by clicking on "New User Click Here to register" and following the directions for creating a new account.

Next enter the name of the Saved List in the text box and click "Save List." You do not have to place an order to save your List. For your convenience, all of your orders are automatically saved in separate carts. You can use your saved Lists to make future shopping trips easier.

Using a Saved List back to the FAQ

To use a saved List, click on "shop fast" on the tool bar, and then on "Open Saved List". You will be prompted to sign in to access your saved Lists. KSMshop then displays all of your saved Lists. The contents of any saved List can be viewed by clicking on the List name or order number.

For your convenience, the entire contents of a Saved List can be added to your Shopping Cart from the Saved Lists menu by clicking on "Add All Items to Cart".

Searching back to the FAQ

KSMshop has : Item Search and feature which is great for finding individual items. To use our Item Search simply enter an item's name, such as "coffee", in the Search box located on the top right of every screen, then click on "Go". KSMshop will then display a list of all departments and pages that have items containing the word or phrase.

Security & Passwords back to the FAQ

KSMshop strives to make your on-line shopping easy, secure and worry free. We employ the Internet's Secure Socket Layer ("SSL") security technology to safeguard your shopping transactions and encrypt your credit card information.

Both the Netscape Navigator and Microsoft Explorer web browsers support SSL. When you check out, your browser will automatically be sent to our secure commerce server, encrypting all personal information before it is transmitted over the Internet.

Additionally, KSMshop requires all shoppers to sign in with a User Name and Password before they can access any account information. If you should forget your User Name and Password, you can e-mail your name and username to Customer Service for help.

Selecting Products back to the FAQ

Selecting Products with KSMshop is as easy as 1 2 3.

Select the Department from the side menu. Then select the page that display all of the applicable items. You can put an item into your shopping cart by clicking on the buy button. To get detailed product information, click on the info button and KSMshop will show a larger picture, and product information where applicable.

Sending A Gift back to the FAQ

KSMshop makes it easy to send an order to a second location. This feature is particularly useful if you have children in different areas and you want to send them the same order on the same day, or if you have two sets of parents your sending an order to. Create an order, and check out.

Your order is automatically saved as a Saved List. In order to circumvent the 2 hour cancellation / change feature, you will now have to Empty your cart, to get a new order number for the second person. To empty your shopping cart click on the Empty Cart link located at the top of the shopping cart.

Click "yes" when you are prompted if really want to empty the cart. You may now either go back to the Saved List feature and enter one of your saved lists, or create another order to send to the second location.