FAQ

General Guideline

Item Ordering Status


Pending: After order submitted status and waiting for our operation team to proceed.

In Process: Confirmed order and under progress by operation team status.

On The Way: Seller update China Express no. and waiting to receive items.

Goods Received: Items received and update into Shoppacino Warehouse.

Wait For Payment: Order waiting for customer Top-up payment.

Wait For Delivery: Items under shipping arrangement status.

Delivery: Warehouse shipped out the items to the destination requested by customer, doorstep or self-collection point.

Invalid Order: Different item name/description, changes of items pricing, items out of stock, incomplete details/option, restricted/prohibited items etc, will consider Invalid Order.



Delivery Order Status


Pending: Goods waiting for the process.

Wait To Weight: Goods waiting to be weight and measure.

Wait For Payment: Order waiting for customer Top-up payment.

Wait For Delivery: Items under shipping arrangement status.

Delivery: Warehouse shipped out the items to the destination requested by customer, doorstep or self-collection point.

Invalid Order: Different item name/description, changes of items pricing, items out of stock, incomplete details/option, restricted/prohibited items etc, will consider Invalid Order.


Parcel Shipment Rules & Regulations

Buy For Me & Ship For Me Rules & Regulation:


  • Customs clearance and doorstep delivery are included in all sea freight orders. If the items that you bought was confiscated or impose taxes by the authorities and customs (refer to our prohibited items list), Shoppacino will not bear any responsibility for those action & taxes by customs. For those who wish to self-collect their items, please refer to our How To Order and Our Charges or Contact Us for more details.

  • Buy For Me - After you received the items and you discover that the seller deliver the wrong item, less, broken or missing, please inform our customer service immediately, and take pictures of the China courier service bill, seller delivery order, the item (broken/wrong) and packaging together with information, such as the Order ID and Items ID and send to our email: wecare@shoppacino.com . We will try our best to assist you to negotiate with the seller and seek the best solution to solve the issue. But there's some irresponsible & bad attitude seller that do not take responsibility for their mistake. We have no choice and only can complain to the website (TaoBao, TMall..). It is important that you choose to purchase from a good and reliable seller, this is to avoid any losses or unhappy experience.
  • Ship For Me - All Ship For Me items will be purchased and paid by customers then provide our China warehouse details to the seller to deliver your items to our warehouse, please provide the correct details to your seller to avoid any lost or send to the wrong recipient. Please liaise with your seller on the express no. , because there are cases whereby the actually sent item's express no. is different from what the seller provided in their system. If you did not fill in or the details that you fill in is incorrect or false, your parcel will consider unidentified/unknown parcel, we will ignore and have the right to on hold it from shipping arrangement. If your Ship For Me items found out to be prohibited/restricted items (refer to Prohibited Item List), it will be confiscated and pursued by the authorities or customs, Shoppacino will not bear all the responsibilities.

  • As for Shoppacino's business module is an agent help to buy and provide transportation services to customers and only charge the service fee, it will not be responsible for any seller's product quality issue and mistake or the buyer's mistaken ordered, but if it is a mistake by our Shoppacino operation, we will take full responsibility and will seek the best solution to settle it. 
  • All ETA (Estimate Arrival Date) of the goods is provided by the shipping company and is an estimated date, not an actual arrival date. Once your goods arrived, we will immediately deliver it to you or inform those who self-collect. A few circumstances might cause of delay shipment; China long festival holiday, natural disaster or weather, customs clearance or process.
  • All delivery of replacement items by the seller will charge according to as selected in the previous order's Delivery Method Charges (Continue every weight/continue every m3).
  • All Buy For Me item ordering process will only proceed once payment (1st payment) deduct from customers Top-up account. International delivery progress will only proceed after the system auto deducts the charges (2nd payment) in Top-up account done. Please make sure your Top-up account have enough balance to avoid any delay of shipment arrangement. There will be an email notification if your top-up account does not have enough balance for deductions.

  • All balance in the Top-up account is non-cash refundable. Included refunds from the seller (out of stock/compensation), will be transferred to your Shoppacino Top-up account. Your can check your Top-up status and account balance statement in My Account.



Except for the items listed below, you are free to purchase anything from almost any website from China. We provide services from buying to shipping your purchases from China to your preferred address in Malaysia. You may also opt to self-collect at our office located in Penang or our collection point. There are, however, certain limitations with regards to international shipping.


The following items are prohibited from international shipping:



  • Various arms/weapons
  • Explosive materials, items or liquids
  • Forged currencies
  • Poisonous medicines/chemicals
  • Live animals or specimen
  • Others restricted and prohibited items listed by Malaysian authorities and customs



Weighted By kg


  • Weighed in kg - Charges will be calculated in kg according to actual weight or volumetric weight, whichever is higher.
  • Round up unit = 0.5kg, example: 1.3kg will round up calculated as 1.5kg or 1.7kg will round up calculated as 2kg.
  • Volumetric weight calculation: (Length) cm X (Width) cm X (Height) cm ÷ 6000 = Volumetric Weight in kg
  • Please refer to "Our Charges" for more charges details.


Calculated By 


  • Calculated by m³ - Recommended for large & bulk items with over 100,000cm³ or weighed around 25kg above per order.
  • Round up unit = 0.05m³ (0.1m³ maximum limit can contain up to 50kg). example: 0.13m³ will round up calculated as 0.15m³ or 0.17m³ will be round up calculated as 0.2m³.
  • *There will be extra charges for rural area delivery, please contact us to check and confirm your area status before you make an order.
  • m³ Calculation formula: (Length) cm X (Width) cm X (Height) cm ÷ 1,000,000 = 
  • Please refer to "Our Charges" for more charges details.



Payment

You may Top-up by bank transfer or cash deposit to our bank account, then update & upload the receipt to us or email to our customer service wecare@shoppacino.com.

Bank Name: Maybank Berhad (MYR)
Account Holder Name: Shoppacino Dot Com Sdn. Bhd.
Account Number: 5570 1855 6431




Account

At the "Register / Login" click "Forgotten Password", enter the email address associated with your account. Click "Continue" to have your password emailed to you! (Please check your "spam/junk mail" if you did not receive).




After Sale Service


RETURNS / EXCHANGE


If you have received a damaged item from the seller or if a wrong item was delivered to you, please take a snapshot of the item and the packaging of the parcel with seller's express bill and email them to us at wecare@shoppacino.com. Our Customer Service personnel will contact you for further instructions.

For product replacements that are under warranty by the seller, Shoppacino can help to send your item back to the seller in China for claims or repairs on your behalf, but please note that you are to bear all charges (shipping charges/taxes) incurred in the process. 



REFUND


All balance in the Top-up account is non-cash refundable. Included refunds from the seller (out of stock/compensation), will be transferred to your Shoppacino Top-up account. Your can check your Top-up status and account balance statement in My Account.