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 email@example.com.
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: MY ORDER HAS BEEN SENT, WHY DON'T I SEE THE TRACKING INFORMATION?
A: Your order has been sent, but sometimes it takes up to 48 hours for tracking information to show up in the tracking system. In some cases, tracking information won't load in a timely manner. This is often the case with our shipping partners. If your order has a tracking number but has not updated, please rest assured that you will be taken care of. It is our responsibility to take good care of and we take that responsibility very seriously.
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 all major credit cards (VISA & MasterCard), Maybank QRPay and Internet Banking (FPX). We do not accept personal checks, money orders, direct bank transfers, or cash on delivery.
Q: HOW DO I MAKE A PAYMENT WITH MY CREDIT CARD?
- Once you add the item to the cart, proceed to ‘checkout’, and fill up necessary information required.
- The image below will appear under the ‘Payment’ page, and click ‘Complete order’ to continue.
- Upon entering the PayPal portal, there will be an option to ‘Pay with bank account or credit card.’
- You can enter a guest checkout page that allows you to proceed with your credit card details without having to sign up as a PayPal member. Fill up your details, and you’re done!
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: 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: WHEN WILL MY ORDER ARRIVE?
A: The delivery time is based on the shipping option that you have chosen. Once the order has shipped, we will email your tracking information the next day. Tracking information generally becomes available 24 hours after we have shipped the order. We are not responsible for delays caused by the customs department in your country.
Q: HOW DO I TRACK MY ORDER?
A: We will email your tracking information as soon as your order has shipped. Usually, you will receive the tracking number 1-3 days after we have shipped your order. You can track your order on our website.
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: WHAT DO I DO IF I HAVE MISSING ITEMS IN MY ORDER?
A: If something is missing, please contact us immediately.
Q: I ORDERED 2+ ITEMS, BUT ONLY RECEIVED ONE... WHERE'S MY ORDER?
A: We have a large assortment of products and when you order multiple items at a time, they may be shipped separately so they get to you faster. Typically there is no cause for concern if you don't receive all of your items at once... Rest assured that they are on the way :)
SHIPPING & CUSTOMS
Q: WHEN WILL MY ORDER BE PROCESSED?
A: All orders are handled and shipped out from our warehouse location in Malaysia. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends. Please contact us if you do not receive a shipping notification email after 5 business days from the day you completed your payment.
Q: WILL I BE CHARGED CUSTOMS AND TAXES?
A: The prices displayed on our site are tax-free in Malaysian Ringgit, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives at its final destination, which is determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
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: 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.
Q: HOW CAN I CLAIM A REPLACEMENT IN THE EVENT MY PRODUCT HAS STOPPED FUNCTIONING?
A: If you think you received a faulty product, you have up to 30 days to inform us and request for us to send you a replacement package. We only limit replacements to 1 additional unit max. Should the replacement alternative be chosen over the refund alternative, it is not possible for the request of a refund. Any goods reported faulty after 30 days will not be held responsible or liable by Wulfwerk Sdn Bhd.
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: 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: 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.