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FAQ

Q. How do I make a purchase?


You may kindly go to our ‘How to place an order’ section by clicking here

 


Q. What are the payment methods that are available?


During ‘Checkout’ you may select to make payment via:

Method Details
Cash on delivery (COD) We accept COD for orders with a self-pickup option only.
Visa Or Mastercard We accept Debit and Credit Cards that support 3D-Secure (verified by Visa and MasterCard).
Online Banking (FPX) We accept Online Banking Payment via Maybank, CIMB Bank, Public Bank, Hong Leong Bank, AmBank, RHB Bank, and Bank Islam.
Direct Bank-In Make payment directly into our bank account via offline or online transfer within 24 hours. Please use your Order Number as the payment reference. Detail instructions will be provided on your invoice.

 


Q. What are the benefits of signing up for a BIGboxAsia account?


Receive Cashbacks & Free Gift for every order. Get access to Exclusive Deals that are only available to BIGbox Asia members. Last but not least you will also have the convenience to re-order your previous orders fast and easy with the Express Re-Order function.

You may create an account by clicking here

 


Q. I have signed in to my account but I want to send the item to a different address. Can I do so?


You can change your shipping address by following the steps below:

Step 1: Click on 'My Account'

Step 2: Go to 'Address Book'

Step 3: Click on 'Add New Address'

Step 4: Select your preferred delivery address upon checking out.

 


Q. I have ordered my products and confirmed payment with BIGboxAsia.com What do I do next?


An e-invoice will be sent to your registered email. You will receive another email on the delivery schedule once it has been arranged. The delivery period will take between 2 - 5 days depending on your location.

 


Q. How can I view items in my Shopping Cart?


Click on ‘View Cart’ under the ‘My Account’ category at the right-hand corner of your screen.

 


Q. How do I add or reduce the quantity of items in my shopping cart?


Click the '+/-' symbol if you want to add or reduce the quantity of items and then click the 'Update Shopping Cart' button.


Q. How do I remove items from my shopping cart?


Click on ‘View Cart’ under the ‘My Account’ category at the right-hand corner of your screen.

Then click on the ‘x’ symbol to remove your item. 

 


Q. When will I receive my order?


You will receive your order within 3 - 5 working days*.

 

 


Q. I have not received my order after 3 -5 working days. What should I do?


If you haven’t received your order after the stated delivery period, please email us at support@bigboxasia.com or call us at +603 4108 1600. Our customer service consultant will be in touch with you to make sure your order reaches you as soon as possible. Please include your ‘Order Number’ to speed up the process.

 


Q. What should I do when I received an incomplete order?


To report missing items, please forward your order confirmation email to support@bigboxasia.com. Please also attach an image of the items you received. Our customer service consultant will be in touch with you as soon as possible. We will cover the cost for the second delivery and might add in some treats for you!

 


Q. What should I do when I received damage or expired items upon delivery?


To report damaged or faulty items, please forward your order confirmation email to support@bigboxasia.com. Please also attach an image of the damaged item you received. Our customer service consultant will be in touch with you as soon as possible. We will cover the cost of the delivery of the replacement item. Alternatively, you can also ask for a refund in the form of store credit.

 


Q. If I order dry items and chilled products, will you deliver them together?


Yes, however, please note that chilled and frozen goods are only available in certain delivery areas. You will not be able to check out if you select an unapplicable delivery location. When this happens, simply remove the chilled and frozen goods to proceed.

 


Q.If I order dry items and frozen products, will you deliver them together?


No. We will deliver them separately. Different food products require different types of dedicated delivery trucks as the products require specific temperatures to maintain their quality. By doing this, the products’ freshness can be preserved until they reach your house.

 


Q. Do you do delivery throughout entire Malaysia?


We cover nationwide delivery for dry goods. However, the delivery for chilled and frozen goods are currently available to Klang Valley only.

 


Q. What are your delivery charges? How can I get free delivery?


Free delivery is available for purchases over RM100.

For purchases below RM100, our standard shipping rates are as follows:

  • West Malaysia : RM6.15 for the first 3 kilograms and RM1.70 for additional kilograms
  • East Malaysia Sabah: RM17.75 for the first kilogram and RM 2.70 for additional kilograms

 

An additional surcharge of RM15.00 per order will be imposed for CHILLED, FROZEN and BULKY goods (above 10kg)*

 


Q. Do you provide "Self Collection" options?


Yes, we do. Please note that:
 

ORDER PLACED BEFORE 1PM TO BE COLLECTED ON THE DAY OF PURCHASE AT 3PM – 5PM

ORDER PLACED AFTER 1PM TO BE COLLECTED ON THE NEXT DAY OF PURCHASE AT 3PM – 5PM

  • DRY & CHILLED PRODUCTS – TO COLLECT WITHIN THE NEXT TWO (2) DAYS

  • FRESH & FROZEN PRODUCTS – TO COLLECT WITHIN THE NEXT SEVEN (7) DAYS

Should there be any changes in the scheduled self-collection day, we will inform you beforehand. To confirm your pickup schedule, please contact us at +603 4108 1600 or whatsapp us your ORDER ID at 011-58897918.

Please refer our warehouse operation hours as below:

Monday - Sunday: 10am - 5pm*

*close during lunch hour: 1pm - 2pm

*excluding public holidays

 


Q. I have more inquiries. How do I get in touch with you?


Feel free to email us at support@bigboxasia.com