Frequently Asked Questions
Most frequent questions and answers
Once your order is confirmed, you will receive an order confirmation email.
Fitpacket accepts all Visa, MasterCard, American Express, and is 3D Secure (Verified by Visa, and MasterCard Secure) enabled via Stripe, the world’s leading payment gateway. All your credit card information are protected by means of industry- leading encryption standards.
This is not encouraged in terms of transaction safety. However, in some special cases, we can assist you. If you want to use a credit card which is not under your name, please contact us through:– Whatsapp at +6016 937 1419 from Monday to Friday, 9AM to 6PM.
Yes we do! However any promo codes or discounts on our website, must be from authenticated sources like our business partners, marketing providers, official social media platforms or advertised officially on our website at fitpacket.com
These are sometimes fraudulently advertised by third parties but these are not approved by fitpacket.
There could be a few reasons why your payment was declined on our website:
– Your payment details have not been entered correctly (card details, the incorrect card type selected etc.)
– The internet page disconnected when the page timed out
– Issues with your Internet connection
– Your internet browser is blocking certain features – try placing your order using another browser (Internet Explorer, Mozilla Firefox, Google Chrome…)
– Restrictions imposed by your bank
You can contact us if you’re having issues placing your order, however, please be aware that we’re not able to accept payments over the phone for security reasons.
It may be worth contacting your bank for additional information on declined payments as they can advise on the following:
– Authorisation to proceed with activity flagged by the bank as unexpected (including first-time orders and high-value purchases).
– Daily withdrawal or purchase limits
– Payment authorizations, reserved funds, and charges
Email us directly via our contact form regarding this issue and our team will help you resolve this.
We current accept all major credit card & debit cards payments by VISA/MASTERCARD/AMEX via Stripe and GPay.
We also accept Touch ‘N’ Go payments via DuitNow.
STANDARD DELIVERY TO WEST MALAYSIA
Our standard delivery option is at the heart of our promise to our customers. We expect orders to be delivered within 3 – 5 business days. Please also keep in mind that if you choose this option, our carriers can only deliver between Monday – Friday.
STANDARD DELIVERY TO EAST MALAYSIA
We expect orders to be delivered within 7 – 14 business days.
*During peak periods, there can be slight changes in the delivery promise.
Once the parcel has been dispatched to the carrier, you’ll be able to see your tracking number – you’ll receive an email with this information.
You can try contacting us directly so see if it’s still possible.
As a last resort, you can refuse the parcel when delivery is attempted and they’ll send it back to us.
Once the returned parcel is processed in our warehouse, you’ll receive a refund confirmation email.
Our Supply teams are constantly working hard to ensure maximum availability of all our products for you, however it can take some time due to the current situation.
At the moment, we’re not able to accept preorders so you’ll need to wait for the product to be back in stock to place your order. However you can Whatsapp us directly and let us know what you want and we will try to arrange it for you ASAP.
Some carriers are able to deliver on Saturdays but it depends on your area, and the service cannot be selected as an add-on at checkout.
If you’re not at home when a delivery is attempted, our carrier will contact you directly and made 2 more attempts for the next 2 days.
If the delivery has been attempted 3 times without success, the parcel will be returned to sender. We will notify you once we received your returned parcel.
Yes we do to selected countries in ASEAN region. However, all taxes and customs formalities are to be handled directly by the buyer.
We’re not able to add any items to existing orders – the payment has already been authorized so we can’t take any further payment at this stage.
If the status still allows, you can cancel this order by reaching out to us and placing a new one on our website.
Click on “My Account” in the top right-hand corner of our website.
Click “Create An Account”.
Enter your email address and password. Confirm it is correct.
Complete the form providing your personal information (and make sure all the ‘starred’ fields are filled in as they are mandatory!)
You’ll have the option to select your local store, and subscribe to communications regarding your favourite sports, our latest offers and events if you wish.
You’ll then receive an email confirming that your account has been created and you’re ready to go!
There may be an issue with your password so its best to reset it.
Click the link on the Login page.
Enter your email address registered in fitpacket.com.
Click ‘Next’ (it will say “Forgot your password”).
You’ll be sent an email which will allow you to reset it and you can then try logging in.
To check your purchase history, click on your account.
Select ‘Order History’.
You will be able to view both in store and online purchases made.
You’ll need to contact us directly to delete your account.
Please be aware, we’ll delete ALL your details from our system and you’ll no longer be able to access your purchase history or make returns on the account.