Shopping Bag

GOTTAGRABBIT FAQs Answers

ORDER STATUS

When will my order ship?
Most orders will be processed and shipped within 2 business day (Mon-Fri 10am-6pm LST). Our daily cutoff time for orders is 4:00pm LST. Orders received after 4:00pm will be shipped on the following business day.

Why hasn't my order shipped?
Every order is checked for accuracy before it is shipped to our customers. As soon as your order is shipped, a delivery confirmation or tracking number will be automatically e-mailed to you. In certain circumstances, your order may be delayed for 1-5 business days, if there is a problem verifying payment or shipping information. Gottagrabbit makes every effort to prevent fraud and may randomly withhold orders that may seem suspicious, until the order can be verified. If we are unable to verify your order, your order will be cancelled and an e-mail will be sent stating the reason for cancellation. Gottagrabbit reserves the right to cancel orders at its sole discretion.

I'm not sure if my order went through, how can I check?
The best way to tell if your order has been submitted is to check your e-mail's inbox and make sure you received an e-mail confirmation from Gottagrabbit. Confirmation e-mails are automatically generated as soon as an order is placed. In addition, you will also receive an email from Paypal being a receipt for the payment to Gottagrabbit.com

I did not receive an e-mail confirmation after placing the order, what can I do?
If you did not receive an e-mail confirmation of your order, check your e-mail's spam or bulk mail box. Often times spam filters incorrectly misplace e-mails from large companies. If you still cannot locate the confirmation e-mail, chances are that the order was not submitted or you did not submit the correct e-mail address during checkout. Contact customer service by e-mail at customerservice@gottagrabbit.com, by telephone at (03) 7877- 0087 or by using our Contact Form.

Can I cancel my order after it's been submitted?
Orders are received and processed in real time, and therefore, cannot be cancelled after they are submitted. The customer assumes responsibility of all charges once the order is placed. You may return your order if your order qualifies under Gottagrabbit’s Return Policy. Packages that are refused and sent back without an RMA# will incur additional charges per our Return Policy.

Can I place an order over the phone?
Orders can be placed over the phone. Please contact our sales department for assistance with placing an order over the phone. You can reach our sales department at (03) 7877-0087.

SHIPPING QUESTIONS

How much is shipping?
Gottagrabbit offers standard shipping rate on all orders shipped within Malaysia, which includes Sabah and Sarawark. The rates are as follows and inclusive of fuel and handling surchage as well as govt tax:

DELIVERY TO	PROCESSED AND DISPATCHED	DELIVERED WITHIN	SIGNATURE REQUIRED	ONLINE TRACKING	PRICE
PJ & KL	2 working days	3 working days	yes	available	Starts at RM12.00 for the 1st 2 to 2.5kgs and RM0.50 for every additional 500gm
Other Towns	2 working days	3 working days	yes	available	Starts at RM20.00 for the 1st 2 to 2.5kgs and RM2.00 for every additional 500gm
Sabah	2 working days	5 working days	yes	available	Starts at RM33.00 for the 1st 2 to 2.5kgs and RM3.50 for every additional 500gm
Sarawak	2 working days	5 working days	yes	available	Starts at RM39.00 for the 1st 2 to 2.5kgs and RM4.00 for every additional 500gm

How will my order be shipped?
To ensure that our customers receive their orders undamaged, Gottagrabbit securely packs each order in bubble wrap or other shock-absorbing material and places it in a sturdy box or tamper-resistant, bubble-lined envelope, which has been provided by our courier service provider. We make every effort to ensure that your order arrives safely and in mint condition.

Can orders be shipped via FedEx or other Service methods?
The standard shipping method for Gottagrabbit is via Pos Laju, depending on weight, value or destination of the order. Gottagrabbit reserves the right to use any shipping method as it sees appropriate if customers chose to purchase from its website. However, customers can request to have their orders shipped via other service methods at an additional charge. Please contact customer service for exact cost and delivery time.

Does Gottagrabbit ship internationally?
At the present time we only ship products to all major cities in Malaysia. We are looking to increase this reach in the near future and look forward to serving the needs of other Asian countries.

How can I track my order?
Orders can be tracked through the confirmation email of your order. A link can be found on the confirmation e-mail sent when your order was placed. Please be advised that it may take anywhere between 24 to 48 hrs before you are able to track your order.

When can I expect my item(s) to arrive?
The delivery date for each order will depend on the shipping method used and the ship to location. Please visit Gottagrabbit’s Shipping Policy to determine when your order will arrive.

What do I do when my tracking information shows that my order has been delivered but I never received it?
Please check with other family members or neighbours who may have received the package on your behalf. If you are still unable to locate your package, print out the Pos Laju delivery confirmation information and take it to your nearest Post Laju office. Your local Post Laju office should be able to locate your package.

Can I pick-up my order from your location?
Unfortunately, we do not offer will-call or pick-up service at this time.

PRICE AND BILLING

What methods of payment does Gottagrabbit accept?
For your convenience, Gottagrabbit accepts all major credit cards including Visa, MasterCard, Discover and American Express via the PayPal payment system. PayPal is designed from the ground up to be one of the safest ways to send money online. Unlike other financial institutions, PayPal payments are sent without sharing financial information. In fact, PayPal never shares your financial information with or sells it to merchants.

When will my credit card be charged?
Your credit card will only be charged once your order has been placed online. Gottagrabbit will not charge your credit card unless your order has been confirmed.

PRODUCT INQUIRIES

How can I tell if an item is compatible with my mobile phone or tech gadget?
Gottagrabbit makes every effort to ensure compatibility of each accessory offered on the website. You can be sure that every item listed under a specific phone or tech gadget is compatible with that phone or tech gadget. If you have any questions with regards to compatibility, please contact customer service by email at customerservice@gottagrabbit.com, by telephone at (03)-7877-0087 or use our Contact Form.

Each cell phone or tech gadget accessory offered by Gottagrabbit undergoes a rigorous test for quality, compatibility and fitment, to make sure each item meets and exceeds the highest standards of quality and performance. 

My item stopped working, what can I do?
If an item stops working before the 14 day return period, you may be entitled to a refund, exchange or replacement. If an item fails to function correctly within the 1-month warranty period, you may be entitled to a replacement.
Review the Gottagrabbit Return and Warranty Policy to see if the item qualifies for return. For instructions on obtaining an RMA# and returning an item, please review the Return Instructions on our shipping page.

I am not satisfied with my order, how can I return the item(s)?
To return an item, you must obtain and RMA#. Return packages that do not have an RMA# will not be accepted. Before returning an item please reference the Return Instructions on the shipping page and review the Gottagrabbit Return and Warranty Policy to make sure your return meets the qualifications.

I received the wrong items, what can I do?
If you are certain that you received the wrong product please contact customer service by email at CustomerService@gottagrabbit.com, by telephone at (03)-7877-0087 or use our Contact Form. We will make arrangements to replace the product as soon as possible.

RETURNS

What is Gottagrabbit’s Return Policy?
Gottagrabbit offers a 14 day return policy on all products sold as long as the item(s) are returned in “new or good” condition and have a genuine manufacturing defect. You can find the full return policy by following this link: Gottagrabbits Return and Warranty Policy.

How can I tell if my order qualifies for return or replacement?
We warrant that any product sold by Gottagrabbit will be free from defects in materials and workmanship for a period of 30 days from your invoice/receipt date, or such longer period as may be offered by Gottagrabbit in any particular case. If any defects in materials or workmanship in a product we have sold are identified and notified to us within this warranty period then we will, at our option, either replace the product, or refund your money and take back the product. Gottagrabbit does not accept any liability beyond this, and does not accept any liability for consequential loss.

Our liability under this warranty is subject to us being satisfied that a defect was caused by defective workmanship or materials, and was not caused by or substantially contributed to by other factors, or circumstances beyond our control, including (but not limited to) defective installation, maintenance or repair, accidental or malicious damage, alteration or modification of the product in a manner not recommended by the manufacturers or any neglect, misuse or excessive use.

The Gottagrabbit warranty does not extend to and we are not liable for, any damage to articles to which a product is attached or with which it is used, or for the consequences of a product being used for any purpose for which it has not been designed or for which its use is not recommended by the manufacturers.

Hence, if the product you received does not fall into any of the above situations then only will it qualify for a return or exchange.

How do I return an item back to Gottagrabbit?
Returning an item to Gottagrabbit is easy as 1-2-3. Just follow these three steps:

Request a Return Merchandise Authorization (RMA) Number from Customer
Service by contacting us using our Contact Form, by telephone (03-7877-0087) or by e-mail (customerservice@gottagrabbit.com). When requesting an RMA # please have the following information ready: your order number, item being returned, reason for return and whether the request is for a refund or replacement.
Send back the item(s) to Gottagrabbit, making sure the RMA number is clearly written on the outside of the package. Customers returning items under the 1-month warranty policy must include payment for return shipping. We will notify you of the cost via email once we have reviewed your case. Send returns to:

Gottagrabbit Returns
No 1 Lorong 22/42A,
Section 22,
46300 Petaling Jaya
Selangor.
RMA#________________

How can I get an RMA#?
You can request a Return Merchandise Authorization (RMA) Number from Customer Service by contacting us using our Contact Form, by telephone (03-7787-0087) or by e-mail (customerservice@gottagrabbit). When requesting an RMA # please have the following information ready: your order number, item being returned, reason for return and whether the request is for an refund or replacement.

WARRANTY

What is Gottagrabbits' Warranty Policy?
Gottagrabbit offers a 1-month limited warranty on all products that fail to function due to a manufacturing defect in workmanship or materials. The warranty does not cover damages caused by customer negligence, misuse or external causes. You can find our full warranty policy to see if your item is covered in the Gottagrabbit’s Return and Warranty Policy.

How can I tell if my item is covered under the warranty?
If the item's damages or malfunctions were NOT caused by customer negligence, misuse or external causes and the item was ordered within 1-month, the item may qualify under Gottagrabbits' Warranty Policy. You can find our full warranty policy to see if your item is covered in the Gottagrabbit’s Return and Warranty Policy.

How do I return an item under the warranty policy?
Returning an item to Gottagrabbit is easy as 1-2-3. Just follow these three steps:

Request a Return Merchandise Authorization (RMA) Number from Customer Service by contacting us using our Contact Form, by telephone (03-7877-0087) or by e-mail (customerservice@gottagrabbit.com). When requesting an RMA # please have the following information ready: your order number, item being returned, reason for return and whether the request is for a refund or replacement
Send back the item(s) making sure the RMA number is clearly written on
the outside of the package. Customers returning items under the 1-month
warranty policy must include payment for return shipping. We will advise you on the cost once we have reviewed your returned item.
Send returns to:

Gottagrabbit Returns
No 1 Lorong 22/42A, Section 22,
46300 Petaling Jaya
Selangor. RMA#________________

PRIVACY AND SECURITY

What is Gottagrabbit’s Privacy Policy?
Any data submitted by our customers is considered private and confidential. Gottagrabbit does not sell, trade, rent or distribute your personal information to others. For additional information please refer to Gottagrabbit’s Privacy Policy.

Is it safe to submit my credit card information on Gottagrabbits' website?
You will not be required to submit your credit card details as Gottagrabbit uses PayPal to manage all our transactions online. It’s the safest way to shop online. PayPal is designed from the ground up to be one of the safest ways to send money online. Unlike other financial institutions, our payments are sent without sharing financial information. In fact, PayPal never shares your financial information with or sells it to merchants. To Sign Up with PayPal please visit : www.paypal.com.my

In addition, Paypal has also incorporated BUYER PROTECTION into its online payment system and now you have more assurance to shop with even greater peace of mind. The PayPal Buyer Protection policy helps you recover payments made with PayPal for eligible items purchased anywhere on all websites that accepts PayPal as a payment method (eBay or all other websites). Thanks to PayPal Buyer Protection, you can now recover your payments for goods you've purchased but did not receive (this protection is known as "item not received").

ADDITIONAL QUESTIONS

Who can I contact if I have additional questions?
If you have any additional questions please contact us by email at David@gottagrabbit.com , by telephone at (03)-7877 0087 or by using our Contact Form.

I am a retailer, how can I get more information about wholesale?
For wholesale inquiries, please contact wholesale@gottagrabbitcom.

I am a supplier, whom can I contact about my product?

Also, if you are a supplier with an unbeatable deal for our customers, please email us at sourcing@gottagrabbit.com.