Activation Codes, Key Files and Download Access
General Queries
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1. Do you have a catalog?
Currently, we do not have a catalog either in soft or hard copy. New products are being added
regularly, almost on a daily basis while discontinued products are also being up-dated regularly
making it not practical to have a catalog. Besides, with the product ranges and styles that we
are carrying, the product catalog will be too big to download.
However, if there is any particular product that you are interested in, please feel free to
contact us and we will be happy to help you locate it.
Contact Us: http://www.ipmart.com/main/myaccount_send_message.php
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2. Do you have a price list?
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3. Are these products in your website original?
Genuine products are described as "Original Product" and tagged in Red Color. Non-original
products are described as "Compatible". If you have any questions about this, kindly contact
our Support Team for further verification.
http://www.ipmart.com/main/myaccount_send_message.php
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4. How to calculate the shipping cost?
Shipping cost is calculated based on the weight and dimension of the product(s) including its packaging.
The product shipping weight is always stated on our website page for your convenience. If there are any
differences, it is due to shipping agents such as Nationwide, Poslaju (EMS), DHL, Fedex, who apply volume
metric in calculation of parcel weight.
Shipping charges are calculated based on the weight of the product(s) including packaging.
- For Fedex, DHL, UPS, TNT, USPS (Express/Priority):
Rates are charged for every 0.5 kg.
Example:
for package weight 0.35 kg, it will be rounded up to 0.5 kg.
- For Poslaju mail (within Malaysia destination only)
Rates are charged for every 1kg.
Example:
for package weight 0.65kg, it will be rounded up to 1kg
- For normal airmail/airparcel:
Rates are calculated for every 0.1kg (for the first 0.5 kg), thereafter will be charge at every 0.5 kg.
Example:
i. for package weight total of 0.3 kg, it will be calculated for every 0.1kg rate for 1st 0.5 kg
ii. for package weight total of 1kg, the 1st 0.5kg will be charged for every 0.1kg, and thereafter charge at every 0.5 kg rate
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5. What is Cash Back Reward?
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6. How do I know IPmart.com latest news and promotions?
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7. Can I buy from IPmart.com without creating an account?
Payment Queries
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1. What are the payment options/methods available?
There are a few payment methods available for your convenience at this link here:
http://www.ipmart.com/main/text_payment_methods.php
a.
Credit Cards
For Credit Cards details, please click here for the details:
http://www.ipmart.com/main/text_payment_methods.php#creditcard
We accept major credit card such as MasterCard, Visa, American Express (Amex), Visa Electron, Solo card, JCB, Visa Delta and Dankort
and also the debit cards and local payment schemes like Switch, Solo and Electron.
b.
Bank Transfer:
If you are making a bank transfer, kindly refer to the link here for the bank account details
http://www.ipmart.com/main/text_payment_methods.php#banktransfer
And it normally takes about 3- 5 working days for the bank to trace and confirm the receipt of your payment.
c.
Local Bank Transfer GC:
If you are making a Local Bank Transfer GC, you will notify your local bank details after the
Step 5 confirm your order details, please click here for the details
http://www.ipmart.com/main/text_payment_methods.php#localbankgc
d.
Real Time Bank Transfer:
We accept Real Time Bank Transfer such as eNets, iDEAL, IPS ePayment and Sofortuberweisung, please click here for the details:
http://www.ipmart.com/main/text_payment_methods.php#realtimebankgc
e.
Western Union:
Please click here for the Western Union details:
http://www.ipmart.com/main/text_payment_methods.php#westernunion
f.
Money Gram
Please click here for the Money Gram details:
http://www.ipmart.com/main/text_payment_methods.php#moneygram
g.
Paypal
For Paypal Details, please click here for the details:
http://www.ipmart.com/main/text_payment_methods.php#paypal
If you send payment by Paypal, your order will usually confirm within 24 hours unless otherwise specify.
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2. Do you accept debit card?
Yes, we do accept Debit Card. (Master)
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3. Can I use Paypal Mass Pay to make my payment and How to make payment via Paypal Mass Pay?
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4. Can I use a 3rd party credit card/Paypal account because I do not have one?
You can use them ONLY if you are authorized by the original card/account owner to do so. You are
advised to ensure that you will be able to provide us the verification documents if necessary,
upon request.
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5. How secured is it to send payment by credit card or by paypal?
If you made payment by credit card or by paypal, all your information are encrypted in Global Collect or Paypal system of which we have no access whatsoever to it.
GlobalCollect ( http://www.globalcollect.com) are committed to protecting your privacy as an internet user whenever you buy, or consider buying, products or services from IPmart.com. IPmart Network uses Global Collect facilities in connection with payment by you using a credit or debit card (or possibly some other form of payment over the internet). Global Collect recognises their responsibility to keep confidential at all times any information about you which they acquire in connection with such a transaction, whether directly from yourself or through IPmart Network. Global Collect is owned by The Royal Bank of Scotland Group plc. They protect your personal information on the Internet to an equivalent high standard to that which you would experience through any other channels of the bank, such as bank branches, cash machines or on the telephone.
Paypal ( http://www.paypal.com) is committed to handling your customer information with high standards of information security. Your credit card and bank account information are stored only in encrypted form on computers that are not connected to the Internet. They restrict access to your personally identifiable information to employees who need to know that information in order to provide products or services to you. They maintain physical, electronic and procedural safeguards that comply with federal regulations to guard your nonpublic personal information. They test our security systems regularly and also contract with outside companies to audit our security systems and processes.
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6. How many days are required for payment via Bank transfer Global Collect (GC) to be confirmed?
GC requires a period of between 5 to 7 working days to process payment transactions.
Please provide us a scan copy of the transaction slip or a screenshot on the transaction details
if your payment is not confirmed after 5 days so that we can proceed to check it for you.
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7. Where can I check to know the amount to make my payment?
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8. What are the currencies that iPmart accept?
Currently, we only accept Ringgit Malaysia and US Dollars. US Dollars is used as the official
currency for all calculations. Please be reminded to check on the conversion rates before making
payment as the rates are updated on a regular basis.
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9. I have a limited credit. How can I make multiple payment for my order?
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10. Can I make the payment of my order in installment or can I make payment upon receiving my orders?
Installment payments are not acceptable. All orders have to be paid in full before the process of shipment to your country destination.
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11. How to make payment to my credit balance ?
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12. What is my credit balance now?
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13. I have made my payment already but my orders still shows no incoming payment for it?
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14. Why are payment verification documents required?
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15. How long does it take to refund money to my credit card account?
Refunds, if any upon requests from you, will usually take about 7 to 15 working days from date
of approval for refund, to reflect in your credit card account.
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16. Can I transfer my credit balance back to my own account?
Shipping Queries
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1. Can you ship to my country?
IPmart.com ship worldwide unless otherwise specify on the product page. You may refer to this link here for the shipping destination
http://www.ipmart.com/main/text_delivery_destinations.php
There may be some destination areas which have limited courier service coverage and in case of this, we will usually inform the customer through email. Please ensure that you filled the correct shipping address in your order.
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2. Can I have free shipping? Are all the items on Free Shipping?
Free shipping is only applicable for selected product.
These selected products with free shipping provided are clearly marked with the phrase
"FREE SHIPPING" in that is particular product page. Please check this link here:
http://www.ipmart.com/main/advance_search.php
If your order happens to consist of a combination of items with and without "Free Shipping",
the chargeable shipping cost will be calculated based on the total order weight minus the total
free shipping weight allowance.
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3. What shipping agents are available and can I use my own shipping agent?
You can choose from using FedEx, UPS, DHL or even USPS (for orders that to be ship out from US branch) and airmail shipment for your orders. But please make sure to choose the available shipping service in your area to avoid problem on package delivery later on.
Alternatively, you can choose use your own courier account by filling a valid shipping account in step 4 of the check out process.
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4. Sea Cargo Quotation
To obtain a quotation for sea cargo shipment, the measurement of your total product purchases must
be at least 1 cubic meter or 200 Kilos and above. If your intended purchase is less than this,
please click on the See all shipping options to view the various shipping cost available at your
convenience. 
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5. Will the package be delivered to my home/office address? Will I be notified by the courier?
Yes. It will be delivered to address stated on your shipping details if you have provide a valid
and updated contact number so that you could be within reach at all times. Failing to contact you,
the courier will send i-Pmart notification to assist in contacting you.
However, please ensure that you also check with your local post office regularly for AIRMAIL because
sometimes airmail does not inform you when your package has arrived and also sometimes does not
deliver to your door.
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6. Is the duty & tax included in the shipping cost I am paying and what is the import tax of my country?
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7. When will my order be shipped after confirmed?
Estimated shipping time of the products is stated on the website. Unless otherwise specified
differently for the shipping time of a particular product or a larger order, below is the
normal estimated shipping time from our different branches
- For orders shipped by email, we will email within 24 hours.
- For orders shipped from China, Hong Kong and Malaysia branches, generally the order will be shipped out within 1 to 4 working days.
- For orders shipped from United Stated branches, it will be shipped out within 5 to 10 working days.
We will notify you by email as soon as we shipped your order. The estimated time of arrival
depends on the shipping agents you choose.
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8. When would my package arrive?
The total package delivery time for your order is the period of time from when your order is
confirmed until the time you receive it. It is separated into two parts: the processing time
and the shipping time.
Processing time: Once your order is confirmed, the total processing time generally is
1 to 4 working days for items shipped from Malaysia, China and Hong Kong. For United Sates, items
will be processed and shipped within 5 to 10 working days.
Processing time includes selecting items, quality control checks and packaging. Please note that
large orders with multiple items may take longer to process and pack.
Shipping time: This is the time from when the parcel leaves our warehouse until it
arrives at your designated destination. Please refer to the guide as stated below on the
shipping times for the various shipping agents.
- Fedex - 3 to 7 days
- DHL - 3 to 7 days.
- TNT - 3 to 7 days
- UPS - 3 to 7 days
- EMS China - 5 to 9 days
- Registered Air Mail - 3 to 8 weeks (only available for shipment in China)
- Register Air parcel - 3 to 8 weeks (only available for shipment in China)
- USPS Express - 3 to 6 days (only available for shipment in United States)
- USPS Priority - 7 to 10 days (No tracking facility, Delivery to your post office and only available for shipment in United States)
- USPS Airmail - 3 to 6 weeks (No tracking facility, Delivery to your post office and only available for shipment in United States)
- Nationwide - 1 to 2 days (only available for shipment in Malaysia)
- Poslaju - 1 to 2 days (only available for shipment in Malaysia)
Example: If you purchase an item shipped from China, Malaysia and Hong Kong and you choose to
ship by DHL, this will be the estimated arrival time of your parcel.
Total estimated delivery time
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9. How long does airmail shipment takes to deliver my package?
Airmail shipment may take 1-4 weeks to reach your destination country. But situation may varies for each country as in some country destinations it can be reliably delivered within 1 week and some even take 6-10 weeks, depending on the reliability of your postal service.
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10. My tracking number provided is not working
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11. Can I get you to handle my custom charges and I deposit you the amount cost in later times?
Customers responsible for all custom charges before the release of parcels from the local custom office.
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12. My package is stuck at the custom. What shall I do now?
Please contact your local custom or the local courier in your area and quote them your tracking number. Do inquire them on what is necessary to provide for your package to be release. If you require any documents such as invoice, please do inform us and we will provide it to you.
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13. My package was detained. What can I do now?
Local custom authority can detained your parcel for reason only known to them. If your parcel is
detained by your local custom, you will need to take action to communicate and seek to find out why
your parcel is detained.
If the reason is due to the request of invoice or any related matters to the parcel content or specification,
kindly contact us
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14. The custom confiscated my product. What shall I do now?
Under such condition, you will need to contact your local custom to find out how to get your parcel released.
In any case, whereby you require assistance from us to help you in this matter, please contact us
iPmart cannot be responsible for parcel confiscate by your local custom. It is the responsibility of customer
to make sure that your order contains acceptable and approved items for import into the country of
destination/delivery
http://www.ipmart.com/main/text_terms_and_conditions.php#acceptanceterms
We will also not compensate or refund you if your parcel is confiscate by your local custom
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15. Shipping Insurance
IPmart offers optional shipping insurance at a fee. If you would like to insure your shipment,
you may add this in during the check out process.
T&C: Click for T&C for shipping insurance
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16. Damaged or Missing Items
You are required to make a report to us on damaged or missing item(s) in your package within 24
hours upon receipt of the package. We will not entertain any complaints for damaged or missing
items after the 24 hours time frame.
Shipping services providers such as DHL, FEDEX, UPS and USPS will only cover the value of the
goods as declared on the shipping invoice if the package is missing or damaged by the shipping
agent during the transporting of your goods.
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17. The courier service contacted me. My package is missing. Am I going to be refunded?
We will need some time to investigate with the courier service provider and other relevant parties
to check on the status of your shipment in order to ascertain that your package is really missing
and the cause of it.
Once we received their confirmation status, we will proceed with the loss claim.
We will only be able to refund or reship to you the value that is being compensated by the courier company.
However, if you have already proceeded to do the loss claim, please provide us your claim case ID
and/or any other relevant details/documents so that we could make a referral to the courier service
provider for confirmation.
Orders Queries
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1. I Want to Order Some Product
Please click on this link here to guide you on how to buy from us. http://www.ipmart.com/main/text_how_to_order.php
We only accept orders through online from our website and we do not accept orders by email, fax, or phone
unless some special occasions. Please discuss with our customer service representative.
You need to register with ipmart.com before placing orders from us.
Any products added to your online cart remain there until you remove them, or check out and made payment for it
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2. Shipping invoice
If you would like to use your own customized invoice, please upload it to us at the bottom of the
page at Step 2 when you check out.
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3. How do I ask for an invoice?
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4. How can I add items for my order? How can I remove some item from my order?
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5. I want to change my address details/shipping courier/payment method.
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6. Is it possible for me to cancel my order and get my refund?
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7. Can I combine 2 of my orders together in one shipment? Can I separate my order to 2-3 packages?
Yes, you can combine 2 orders for one single shipment. In some circumstance, this arrangement is not possible due to the permitted weight & dimension of the package shipment determined by the shipping agent. We will let you know if necessary.
Yes, you can separate the order for more than 2 packages and you need to make the extra payment for the shipping cost for each package charges.
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8. What should I do immediately upon receiving my parcel?
Before signing the delivery note, customers are advised to do the following:
- To check the package condition and the tracking number first to match with ipmart.com
- If the package show signs of external damages or looks like it has been tampered with, please open it in the presence of the postman or delivery personnel and check the products inside to ensure that the product are not damaged or missing.
- Any damages should be reported immediately and directly to the postman or delivery personnel. Take some clear pictures of the package and items you received and email to us within 24 hours upon receipt of the package.
- Customers are immediately advised to proceed to make the claim from the post office for the parcel.
- Customers always have the right to reject any packages that have been wrongly delivered to them.
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9. I received the damaged/missing items in my package. What is the procedure to return/policy of exchange?
You are required to make a report to us on damaged or missing item(s) in your package within 24
hours upon receipt of the package. We will not entertain any complaints for damaged or missing
items after the 24 hours time frame. Take note that you may also be required to provide us the
photos or video files in order to enable us help you resolve the matter promptly. If the product
is still within the warranty period, we will either request for return for the defective products
and ship you the replacement or get it fixed by our technicians and/or suppliers.
Shipping services providers such as DHL, FEDEX, UPS and USPS will only cover the value of the
goods as declared on the shipping invoice if the package is missing or damaged by the shipping
agent during the transporting of your goods
Please kindly refer to the term and condition as below:
- Damage or Declared Goods
http://www.ipmart.com/main/text_terms_and_conditions.php#damagedeclaredgoods
- Missing Item
http://www.ipmart.com/main/text_terms_and_conditions.php#missingitem
- Warranty Terms
http://www.ipmart.com/main/text_terms_and_conditions.php#warranty
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10. I received the wrong product in my package. What should I do now?
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11. Can I exchange my item with the correct one because I buy the wrong model?
Yes, you may exchange the item. You will be required first to return the item to us (Product exchange acceptance may depend on the product availability). You will need to bear the cost of the price difference for the exchanged item, the return and also reshipping cost. As for the returned product, we will also charge you the 30% restocking fee, as the item are no longer acceptable for return to our suppliers/vendors.
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