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FAQs

Do you have a question regarding our products or how we operate? We’re happy to help! Click on a question below to find a quick answer:

 

Are you open 24/7?

Our website is open 24 hours every day but the geeks behind these computers just can't live without their fandom marathon fix and a few hours of rest. Our business hours are as follows:

Tuesday to Sunday: 11.00 a.m to 6.00 p.m

Monday & Public Holidays: Closed

How do I know that it is safe to purchase from thefandomfrenzy.com?

The Fandom Frenzy is a registered business under Companies Commission Malaysia (SSM). Our business registration number is 002377755-K. Our website is SSL encrypted, which means all data passed between the web server and browsers remain private and integral.

To confirm that it is a secure connection, you should see the https://thefandomfrenzy.com in the URL. The “https” indicates that it’s using SSL. Furthermore, you should see a Padlock lock icon beside the URL. To view our SSL Certificate, simply click on the Padlock icon. For information regarding our Privacy Policy, please click here. For more info on what is SSL Certification, please click here.

How long will it take for my order to arrive?

Upon checkout, you will receive an order confirmation email to proceed with payment. Your order will be processed once we received full payment and proof of transaction receipt emailed to us. Once payment received and order processed, you will then receive a shipping confirmation email informing your parcel tracking number. Most orders arrive within 3 to 5 business days depending on your location. 

Can I expedite my shipping?

Sorry, we do not offer expedited shipping.

What payment methods do you accept?

We have 2 payment options (Paypal or Bank transfer). Simply choose your preferred option at checkout process.

1. Pay via Paypal (debit / credit card)
Use our secure Paypal payment option to pay using your debit or credit card. Paypal account is not compulsory.

2. Pay via bank transfer (cash deposit / online transfer / telegraphic transfer)
You will receive bank transfer details on your order confirmation email.

*All orders must be paid within 24 hours of order confirmation. Please email to us the proof of transaction receipt. The receipt sent must clearly state our account number and the total amount transferred. Your order status will be under ‘Pending’ until we have received the proof of payment.

How much does shipping cost?

Shipping is based on weight, so unfortunately our system won't know how much your shipping will be until items are added to your cart. To calculate shipping, simply add the items to your cart and our system will do the rest!

Do you ship worldwide?

We ship within Malaysia only. We ship worldwide on selected products via Amazon.com. To view all products that are eligible for worldwide shipping, kindly click here.

Can I order online and self-pickup my item or request for Cash-on-Delivery?

Sorry, we do not offer self-pickup services for orders online. We also do not offer Cash-on-Delivery services. All orders online will be delivered via shipping carriers.

Can I cancel my order?

Since we strive to ship your orders as quickly as possible, we can only cancel or change orders that have not been prepared for shipment. Kindly email thefandomfreny@gmail.com along with your Order Number # as soon as possible. If you change your mind about an order and we are unable to cancel it for you, you can either refuse the package upon delivery attempt or return the package back to us. Important note: you are responsible for the return costs of the items.

*All orders that we did not receive proof of transaction receipt emailed to us within 24 hours of order confirmation will be automatically be cancelled.

Can I place an order or get help over the phone?

Sorry, we do not offer ordering or customer assistance over the phone. We are happy to help you place an order via email.

I have received my order, but one of the items is missing.

Email us your Order Number # along with the picture of each items you have received with the original, unopened package to thefandomfrenzy@gmail.com. We will send out another parcel containing the missing item(s) as soon as we have received your email and verification has been done.

I have received the wrong item!

Email us your Order Number # along with the picture of each item(s) you have received with the original, unopened package to thefandomfrenzy@gmail.com. You will need to return the wrongly sent item(s) back to us and we will send you the correct item.

I need to change my shipping address!

To change a shipping address, email thefandomfrenzy@gmail.com as soon as you realise the error. Be sure to include the new address in your initial email to expedite the process. We are unable to request reroutes of packages once it has been shipped. Important Note: Shipping charges are non-refundable.

What does Licensed Merchandise means?

At The Fandom Frenzy online store, our products are “officially licensed”, which means that these products are printed and produced by various organisations and agents that have been granted permission to create and sell the merchandise. Our products are imported from the U.S and Europe. We are not affiliated with any of the licensors. Reprints of all "officially licensed" products are strictly against the law.

Have questions? The Fandom Frenzy team are happy to help!

Simply click on the Contact Us tab at the bottom right corner of the page and fill in the form. Or, you can drop us an email at thefandomfrenzy@gmail.com.

 

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