Hello Wolves Fam! Welcome to our Frequently Asked Questions section. We hope you find these FAQ’s helpful, however, if you don't find the answers to your questions listed below, please feel free to send us an email at hello@wolves-fitness.com.

 

ORDERING

Q: HOW SECURE IS MY PERSONAL INFORMATION?

A: Wolves Fitness uses industry standard privacy protection; we don't sell, lease or otherwise distribute any personal customer information. What's more, all sensitive personal information is kept securely offline in our privately run secure datacenter.

  

Q: DO I NEED TO HAVE AN ACCOUNT TO ORDER?

A: No, you can place an order as a guest. But, there are some perks if you have an account with us:

-Quick checkout process.

-Easily view your order status and order history.

-Receive updates detailing our new releases and special promotions.

 

Q: WHAT IF I TYPED THE WRONG EMAIL ADDRESS?

A: Please contact us so we can change your email address. We can change your email address, name, and address but we cannot change your order.

  

Q: WHAT PAYMENT METHODS DO YOU ACCEPT?

A: We accept Mastercard, Visa, Debit Card, Credit Card, FPX, Atome - Buy Now, Pay Later, Grabpay, Touch ’n’ Go - E wallet, Union Pay, Shopee Pay, Boost and more. Do initiate check out to see more payment methods.

 

Q: HOW DO I CHANGE OR CANCEL MY ORDER?

A: We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the bank transfer or Maybank QRPay has been authorized. If the direct bank transfer or Maybank QRPay has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment. Any cancellation made after an order has been placed will be subject to a cancellation fee of RM2.00 regardless of the time order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.

Please note that any orders that have already been packed or shipped cannot be canceled.

 

Q: I AM HAVING TROUBLE PLACING AN ORDER ONLINE, DO YOU TAKE PHONE ORDERS?

A: Unfortunately, we are unable to take orders over the phone. You can try placing your order on a different device or browser. If you are still experiencing problems, we are happy to speak with you and assist with troubleshooting orders.

   

Q: CAN I USE SEVERAL DISCOUNT CODES IN ONE ORDER?

A: Promotion and discount codes cannot be used in conjunction with any other promotions and discounts unless stated otherwise.

 

Q: HOW TO CLAIM OUR BUY 2 FREE 1 OR BUY1 FREE 1 SALE?

A: Just add the specified quantity to your cart (e.g., add 3 tubs of protein for BUY 2 FREE 1). The discount will be applied automatically, and you can proceed with your purchase.

 

Q: WHAT DO I DO IF I HAVE MISSING ITEMS IN MY ORDER?

A: If something is missing, please contact us immediately.

  

SHIPPING & CUSTOMS

Q: WHEN WILL MY ORDER BE PROCESSED?

A: Orders placed from Monday to Friday will be processed within 30 minutes of confirmation. Please anticipate potential delays on Saturdays, Sundays, and public holidays.

 

Q: HOW LONG DOES SHIPPING TAKE?

A: Typically, shipping within Malaysia takes approximately 2-5 working days. However, please note that the delivery time may be influenced by the current shipment volume of our courier partner.



Q: DO YOU SHIP INTERNATIONALLY
?

A: Currently we only provide international shipping to Singapore.

 

Q: IS MY ORDER ELIGIBLE FOR FREE SHIPPING?

A: Free shipping can be applied to orders that meet the minimum amount required, excluding discounted, sale, and oversized/overweight products. Your order will ship using economy shipping. Please check the product page if the product is eligible for free shipping.

 

Q: HOW DO I SET MY SHIPPING ADDRESS?

A: Since our website and service are based on English, all the information that you type/enter is required to be English input method, including punctuation. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead.

 

Q: CAN I CHANGE MY SHIPPING ADDRESS AFTER PLACING AN ORDER?

A: Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vacation address as we do not know how long the destination's customs department holds the package.

 

Q: WHY WAS MY PARCEL DELIVERY UNSUCCESSFUL?

A: Please ensure accurate shipping information is provided during checkout. Ensure your name, complete mailing address, and contact information are entered correctly to facilitate a smooth and successful delivery. 

 

Q: MY ORDER STILL HASN'T ARRIVED, I THINK IT IS LOST?

A: If you think your order has been delayed or lost in the post please contact us and we will start an investigation with the courier. 

 

RETURNS & REFUNDS

Q: WHAT IS YOUR REFUND POLICY?

A: Wolves Fitness provides a full refund or replacement for products that are damaged upon delivery, accompanied by proof of damage. For missing shipments, Wolves Fitness covers product replacement, unless our courier partner documentation confirms the delivery.



Q: HOW LONG DOES IT TAKE TO PROCESS THE REFUND?

A: Refund time is solely depended on your bank’s processing time.

 

GENERAL QUESTIONS

Q: WHERE ARE YOU BASED?

A: We are based in Malaysia. To expedite delivery times, our products are stored in fulfillment centers in Malaysia.

 

Q: WHAT MAKES YOUR DESSERT PROTEIN SHAKES UNIQUE?

A: Our dessert protein shakes stand out due to their innovative blend of flavors that mimic classic desserts, coupled with a high-quality protein source for optimal nutrition.



Q: WHY DOES WOLVES FITNESS PROTEIN COME WITH A HIGHER PRICE TAG COMPARED TO COMPETITORS
?

A: We exclusively utilize premium ingredients sourced from top global suppliers like Olam Cocoa. Our protein formulations are free from gums and artificial fillers, ensuring a clean and natural product. Trust in our commitment to delivering quality supplements that prioritize your well-being, without the concern of side effects commonly associated with artificial additives found in many other protein supplements.

 

Q: WHAT IS THE PROTEIN SOURCE USED IN YOUR SHAKES?

A: Our shakes feature a premium protein blend, with sources such as whey protein isolate, pea protein isolate, whey protein concentrate and hydrolyzed whey protein.


Q: ARE THESE SHAKES SUITABLE FOR VEGETARIANS OR VEGANS
?

A: Yes, our shakes are suitable for vegetarians. However, it's important to note that they are not vegan-friendly.


Q: ARE YOUR SHAKES GLUTEN FREE
?

A: Yes, our shakes are gluten-free, making them suitable for individuals with gluten sensitivities or celiac disease.



Q: CAN I USE YOUR PROTEIN SHAKE AS MEAL REPLACEMENTS
?

A: While they provide valuable nutrients, our shakes are designed to supplement your diet and fitness routine rather than replace whole meals.



Q: ARE THERE ANY ARTIFICIAL INGREDIENTS IN YOUR SHAKE
?

A: No, our shakes are crafted without artificial colors, flavors, or preservatives, ensuring a clean and natural product.



Q: CAN I MIX THE SHAKES WITH WATER, OR DO YOU RECOMMEND ANOTHER LIQUID
?

A: While water works, many prefer mixing our shakes with milk or a milk alternative for a creamier texture.


Q: CAN I FIND YOUR PROTEIN SHAKES IN LOCAL STORES, OR ARE THEY ONLY AVAILABLE ONLINE
?

A: Our products are available both online and in select local stores. Check our website or contact customer service for specific retail locations.

 

Q: I SENT YOU AN EMAIL, WHEN WILL YOU REPLY?

A: We make every effort to reply to emails within 24 hours. Our office is closed on weekends, so we will get back to you on the next business day.