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Frequently Asked Questions

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FAQ

Orders

1. How to place an order?

Please follow the steps below:

  1. Log on to novexiz.com(for first time login, please proceed to register as a Novexiz member).
  2. Browse through our product range and click on the item you would like to purchase.
  3. To add items to cart, click on ‘Add to Cart’ with your desired quantity. You can continue to browse for other items too.
  4. To view selected items, click on the Bag icon on the upper right corner of the website.
  5. Click on ‘checkout’ once completed selecting all the products required, and your order summary will appear.
  6. Fill in the details regarding Shipping address, Shipping method and Payment Option. Click on ‘Place Order’ and proceed with payment.
  7. You will receive a confirmation email shortly after successfully placing your order.

 

2. How do I get the order confirmation number?

After successfully completing payment online, you will receive an email containing the details of your order. If you have not received the email, please check your junk/spam email, or contact our friendly Customer Service Officers (email add/ phone no) for assistance.

 

3. How to check if my order went through?

Once payment is completed, you will receive a confirmation email indicating a successful order placement. This order confirmation email will be received within 24 hours after the completion of payment. You can also view your order status through ‘My Account’ in www.novexiz.com. If you have not received the order confirmation email, please check your junk/spam email, or contact our friendly Customer Service Officers (email add/ phone no) for assistance.

 

4. How to check for the order status?

You can check your order status by logging in to ‘My Account’ via www.novexiz.com. You will be emailed a tracking number once we have processed the order.

 

5. Can I amend my order once it has been placed and confirmed?

Once an order has been placed online, we are unable to make any changes, additions or amendments. We have an automated system and any changes may cause delays or mix-up during preparation of the order. It is advisable that you review your shipping details carefully before checking out.

 

6. Can I cancel my order?

We are sorry to announce that we do not allow for cancellation once an order has been placed, as our system is automated, and any changes may cause delays or mix-up during the preparation of orders. However, if you would like to return the received item after it had been delivered, please contact our friendly Customer Service Officers (email add/ phone no).

 

Payments & Refunds

1. What are the available payment methods?

  1. FPX Online Banking Channel: Maybank, CIMB Bank, Public Bank, Hong Leong Bank, Affin Bank, RHB Bank, Bank Islam, UOB, Bank Muamalat, AmBank, BSN, Alliance Bank, HSBC Bank, Kuwait Finance House, OCBC, Standard Chartered Bank & Bank Rakyat.
  2. Credit/Debit Card: VISA / MASTERCARD (support international cards).

 

2. What if payment is made but no confirmation email is received?

Orders are mostly processed immediately after each successful payment. However, if you did not receive a confirmation email after 24 hours, please check with your bank or card provider if payment is deducted from your account. If there is a deduction but you did not receive any confirmation email, kindly contact our friendly Customer Service Officers (email add/ phone no) for assistance.

 

3. Is the website safe and secure to shop?

We are proud to say that we provide a safe and secure shopping experience. We adhere strictly to the Personal Data Protection Act 2010 (PDPA) guidelines; therefore, your personal information is kept secure and private during the entire checkout process. Please refer to our Privacy Policy for more details.

 

4. What can I do if my payment is being declined?

Kindly check to ensure your bank details and billing details are correct. Do try again, and if payment is still declined, you can contact our friendly Customer Service Officers (email add/ phone no) to assist you through payment.

 

5. What is the currency I can use for my purchase in the website?

The main currency that we prefer for transaction is Malaysian Ringgit (MYR).

 

6. Do you have cash on delivery option?

We are sorry to announce that we don’t have cash on delivery option at the moment.

 

Delivery

1. How do I track my order?

You can also contact the Courier Service Provider and provide them with your tracking number as shown in the confirmation email to get the latest update on the status of your package.

 

2. What are the delivery options & shipping rates?

We deliver nationwide, including East Malaysia, Labuan, Sabah and Sarawak. Standard rate of RM7.50 for all orders in Peninsular Malaysia and RM12 for orders in East Malaysia. We offer free shipping for orders worth RM200 and over. Shipping fees is solely dependent on the weight of the item and delivery location based on the shipping rate imposed by JNT Express or PosLaju National Courier.

You will receive an email with tracking number once an order is placed. You can track your parcel through the online website of the logistic partner. Shipping fees will apply if minimum purchase falls below RM200.

 

3. Is self-collection available?

We are sorry to announce that we don’t offer self-collection.

 

4. Can I upgrade my delivery method after my order has been confirmed?

Once an order has been placed online, we are unable to make any changes, additions or amendments. We have an automated system and any changes may cause delays or mix-up during preparation of the order. It is advisable that you review your shipping details carefully before checking out.

 

5. My order has been running late. What can I do?

Kindly contact the courier service provider and check for your order status through the tracking number provided in the email sent during order confirmation.

 

6. Can I change my delivery address once my order is confirmed?

Once an order has been placed online, we are unable to make any changes, additions or amendments. We have an automated system and any changes may cause delays or mix-up during preparation of the order. It is advisable that you review your shipping details carefully before checking out.

In any case that the address provided during ordering is incorrect and the package is delivered, www.novexiz.com will not be liable for any refund or replacement.

 

7. Will I get charged for redelivery?

In normal cases, the courier service provider will not charge for redelivery fee. If you are not available to receive the order, you may contact the courier service provider to arrange for a redelivery at your convenience.

In cases of multiple unsuccessful deliveries, your package will be returned to our warehouse, and you may contact our friendly Customer Service Officers (email add/ phone no) for assistance.

 

8. What should I do if there is a delay in delivery?

Kindly log in to your account at www.novexiz.com to check for your order status. If it is longer than the usual waiting time, kindly contact our friendly Customer Service Officers (email add/ phone no) for assistance.

 

9. Will my order be processed if I place it on a Public Holiday?

We are sorry to announce that we are closed on Public Holidays. But don’t worry, we will process your orders on the next working day and deliver accordingly.

 

10. Do you ship Internationally?

We only accept local orders within Malaysia for now.

 

Returns & Exchange

1. I found issue(s) with the item received. What should I do?

Kindly contact our friendly Customer Service Officers (email add/ phone no) and provide your order number, receipt, details and an image of the item with issue(s). We will contact you within 48 hours of receiving the email (subject to working days).

 

2. What are the returns and exchange policy of the Company?

If you choose to return an item after purchase, our company will allow up to a 14 day’s exchange policy upon receipt of order, subject to the following terms and conditions:

  1. Item must be in its original purchase condition.
  2. Item must not be opened, unused, unmarked and defaced in any manner.
  3. Items purchased as part of a pack must be returned with the whole pack.
  4. This return policy is not applicable for items stated clearly as non-exchangeable or non-returnable.
  5. Shipping cost for any return of items will be borne in full by the customer.

If all the above requirements are met, please contact our Customer Service Officers (email add/ phone no) and state the order number and item you wish to return. Refunds will be in the form of credit voucher that can be used for your next online purchase.

 

3. What can I do if the item received is damaged/incorrect/faulty?

Kindly contact our friendly Customer Service Officers (email add/ phone no) and provide your order number, receipt, details and an image of the item with issue(s). We will contact you within 48 hours of receiving the email (subject to working days).

 

Others

1. Are Novexiz supplements genuine?

We are proud to say that all Novexiz supplements are genuine, containing quality herbal ingredients and made in Malaysia.

 

2. Will I be notified if an ‘out of stock’ product is back in stock?

We know it can be frustrating when an item you wish to purchase is out of stock. Rest assure we will inform you once the product concerned is in stock. Just click on the ‘Wishlist’ icon next to the product, and you will receive an automatic notification via email.

 

3. I have other questions that are not stated here. Where do I get the details of the enquiries?

You are always welcome to send us your enquiries at (email address) and we will respond to you within 48 hours of receiving the email (subject to working days).

 

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