Frequently Asked Questions (FAQ)
1. Order & Payment
i. What is your Return Policy?
A: We have a 7-days Return Policy, which means you have 7 days after receiving your item to request a return.
For further details on our return policy kindly visit the link as attached:
<https://ortolyofficial.com/pages/return-refund-policies>
ii. What is your Cancellation Policy?
A: Contact us immediately. We can attempt to cancel your order if we are contacted within 2 hours after your transaction was processed. No guarantees.
iii. What Payment Options do you accept?
A: We do offer a wide diverse selection of payment options as follow:
- Online Banking (FPX)
- Credit Card (Visa/Mastercard)
- E-Wallets (Boost Wallet, TnG, GrabPay, Maybank QR Pay, etc.)
2. Shipping & Delivery
i. How long does it take to receive my order?
A: For Ready Stock Items, orders are usually processed within 1-2 working days and it will be arranged for shipment and will be delivered within 2-5 days For West Malaysia and 3-15 working days for East Malaysia.
For Wholesale/Bulk Purchase Orders which requires to run production, production process might require 7-14 working days depending on stock availability and order quantity (additional time might be required for certain special cases, i.e. raw material is out of stock). Once production is complete, the order will be arranged for shipment and will be delivered within 2-7 working days for West Malaysia and 3-15 working days for East Malaysia.
ii. Do you provide international shipping?
A: Yes, we do. However, currently we only offer shipping to certain countries only. Kindly contact our sales representatives or customer services for more information on this.
iii. What are the available shipping options?
A: We are working with various delivery courier services across Malaysia to enhance your shopping experience.
Our current available courier partners are J&T Courier Services, Lalamove, etc.
iv. I don't want to pay shipping fees, is it possible to self pick-up?
A: Yes, we do provide F.O.C self pick-up for your orders. To make your shopping more convenient, you may choose for the self pick-up option delivery option. Do note that you are required to book an appointment for your pick-up at our warehouse prior to your visit.
3. Product & Sizing
i. How do I ensure I bought the correct size?
A: Here are a few steps for you to follow to ensure you get the correct size:
- Measure it: We suggest customers to use a soft measuring tape to measure your mattress / pillow / bolster whichever applicable.
- Compare your measurements: With the measurements obtained you may compare it with our measurement chart on the product description of each product before the purchase.
- Chat with us, we aim to respond to all your queries within 24 hours.
ii. Is customization of Logos, Colour & Sizes available?
A: Yes, we do offer product customization such as logo, label, color and sizing to suit your need. However, do note that a minimum order quantity (MOQ) apply for customization. Do contact our sales representatives or customer service for more details.
iii. I don't trust you yet, can I view your products or have a sample of it in advance?
A: Yes, we allow customers to view our products by visiting our factory and we do provide sample if needed. However, do contact us for an appointment or for further inquiries prior to your visit as we do not entertain walk-ins without any appointment.