FAQ
Q. Are your products genuine?
Yes. All our products are 100% authentic. In fact, we are the official distributor of our brands in Malaysia and our products are fully supported by our service centre for warranties and repairs.
Q. How long is the warranty?
All our products are entitled for 18 months warranty. Please refer to the Terms and Conditions
Q. How do I make a purchase?
- Click on “Add to cart” button of the products you wish to purchase.
- Click on “Continue Shopping” to add other products into the cart or click on “Checkout” to proceed.
- You will reach a log in page where you are required to log in your account using your Username and Password. For first time shoppers, you will need to register to create an account prior to payment.
- You will need to confirm your Shipping Address and click on “Continue” button.
- From here, select your shipping methods and click on “Continue” button.
- Choose your payment method then click “Place Your Order” button.
- Reconfirm your billing details and agree on the terms and conditions.
- Lastly, click on “Confirm Order” to complete your purchase.
Q. What are the payment methods available?
1. Credit Card
Via Ipay88 (Visa or Mastercard / Internet Banking)
2. Invoice / Cheque / Offline Bank Transfer
Bank : Maybank
Bank Account : 514141646724
Account Name : Surpass Sdn Bhd
If you choose to make a bank transfer, kindly please send us a copy of the transaction receipt. You may upload the screenshot using Payment Notification or email to us myenquiry@surpass.my
Note: Your purchases will not be delivered until we have this confirmation.
3. PayPal
Create a PayPal account with your debit / credit card detail and checkout securely.
Q. How to change my personal information and shipping address?
Login to your account → Click on “Account Maintenance” → Edit your account information and shipping address here.
Q. I forgot the password for my account. What should I do to retrieve it?
- Click on “Forgot Password?” and fill in your email that used to register the account in the box.
- Click on "Continue".
- A verification token will be sent to you. Once you have received the token, you will be able to choose a new password for your account.
Q. Can I cancel an existing order that have been made?
It depends. Only if the status of the order is still on pending .
Please send an email to our customers service email at myenquiry@surpass.my with the title “Request to cancel order”. Please provide us with your name and order number in the email.
Please note: Orders that are in shipping or have been marked as shipped cannot be cancelled.
Q. What is the product's transactional currency?
All transactions will be done in Ringgit Malaysia (RM).
Q. How long does the delivery usually take?
Delivery usually takes about 3 to 5 working days, it could sometimes be longer due to unforseeable circumtances. Please contact our customer service prior to your purchase if you need it in a hurry.
Q. I still have doubts!
No worries at all, we are here to help. Drop us an email at myenquiry@surpass.my, one of our customer service representative will get back to you.