Frequently Asked Questions

Placing and Tracking Orders

Q. How do I purchase my order on the site?
To order your purchase:-
  1. Click the “Add to cart” button on the products you wish to purchase.
  2. Click “Continue Shopping” to add other products to the cart or click “View Cart” to check out and proceed with your payment for the products.
  3. You will reach a Pop-out box to choose "Express Checkout" or "Standard Checkout". Express Checkout is for "Registered users" or "Creates a new account user" to proceed with payment. Standard Checkout is for non-registered users so you will need to fill up all personal & shipping details every time to proceed with the payment.
  4. From here, you need to select your shipping methods, which are "Shipping" ( Standard ) and "Pickup" (Self Collection Point - Pgeon only)
  5. Next step, you will need to choose your preferred [Payment Method].
  6. After all the steps have been done, please make sure the shipping details are correct before proceeding with payment and agree on the terms and conditions.
  7. Click “Place Order Now” to iPay88 and follow the step to complete the payment.
Q. What are the payment methods available?

For the Elephant online store, we accept payment via Ipay88. (Credit/Debit Card, FPX-Online Banking & E-Wallet)

Q. What is the product's transaction currency?
All product transaction currency will be done in MYR. ( Ringgit Malaysia )

Q. How do I find my order number? 
After you have placed your order, you'll receive a confirmation email that contains your order number.

Q. How do I track the status of my order?
You will receive your tracking number via email once your item has been shipped. In the email, you will be given a link to "Track your order"

Q. Can I cancel my orders that have been made payment?
Yes, only if the order is still in the unfulfilled status and hasn't shipped out. Orders that are in shipping or shipped will not be allowed to cancel.

Shipping and Delivery

Q. Where can my orders be delivered to? 
All orders can be shipped to all registered addresses in Malaysia – Peninsular and East Malaysia. We do not ship internationally at this current time. *Delivery is only unavailable to P.O. Box and FELDA areas.

Q. Will my orders be delivered in discreet packaging?
We completely understand your privacy and have made sure the packaging is discreet for your convenience. No one will know what's in it except someone who is inclined to open it. 

Q. Can I change the shipping address after payment is made?
Please make sure all the shipping details are correct before proceeding with payment. Once payment is made, all of the shipping details cannot be changed to avoid any unnecessary confusion and argument.

Q. When will ship out my order?
We will arrange shipment every day except on Sundays & Public Holidays. Order cut-off time is 10:00 a.m. All the orders placed before the cut-off time will ship out on the same day. Otherwise, we will ship out on the next working day. 

Q. What is the delivery time to an address? 
Peninsular Malaysia – 2 to 5 working days
East Malaysia – 5 to 8 working days
*All delivery time depends on the handling speed of the courier company. [ MCO/FMCO period might be delayed, especially EMCO area and shipping to East Malaysia.]

Q. How do I qualify for free shipping?
Free Shipping is available for orders above RM45.00 (West Malaysia), you are entitled to enjoy free shipping.

Q. How much do you charge the shipping fees per order?
Standard shipping rates:
Peninsular Malaysia – RM6.50/kg (inclusive GST)
East Malaysia – RM15.90/kg (inclusive GST)

Returns, Replacements and Exchanges

Q. Do you accept product returns?
Due to the nature of the products and health regulations, we are only able to accept product returns for the following reasons:
a) Items shipped incorrectly. ( - Wrong Item / Wrong Quantity )
b) Items damaged during shipping or shipped have manufacturing defects.

Q. What do I do if I have received a product that is damaged during shipping?
If you have ordered online at our website and received a product that is damaged during shipping, please email to "" within 48 hours of receiving the parcels with the reason stated and photos as proof.

Q. Who do I contact if I have a quality-related issue or concern regarding your product?
Please email us at if you have any quality-related concerns. At ELEPHANT, we take the quality of our products and the health and safety of our customers very seriously.

My Account

Q. How do I sign up for an account?
You may sign up here: Sign Up. After successful register an account, you need to check your mailbox to verify your account. Otherwise, your account is still not verified, resulting in you can not enjoy some membership benefits.

Q. I forgot the Password for my account. What should I do to retrieve it?
Click on “Forgot your password?” and fill in the email that was used to register the account in the box, after that click "Submit". Please go to your mailbox and look for a verification link. Once you have received the verification link, you will be able to choose a new password for your account.

Q. How do I earn Reward Credits? 
You can earn RM1 credits for every RM30 spent per order when you purchase on the Elephant Online Store.
*Note: The rewards credits will be expired at the end of each year. You will need to register an account entitled to these reward credits.

Q. Can I use my Reward Credits on my next purchase?
Yes, you can. Please remember to apply it on checkout pages before making payment.