Frequently Asked Questions
Q: What kind of payment options are offered by WWF-Malaysia’s Panda Shop?
WWF-Malaysia’s Panda Shop offers payment option via Ipay88 for credit card/debit card (Visa or MasterCard) and Internet banking.
Q: How secure is shopping with WWF-Malaysia’s Panda Shop?
We want your online shopping to be worry-free, so we use SSL (Secure Socket Layers)*, the industry standard encryption standard for online purchase. All of your personal information, including your credit card number, is encrypted by SSL while you are placing the order.
SSL encrypts your order information to avoid the decoding of that information by anyone other than WWF-Malaysia. To check the security of your connection, look at the URL address bar of your browser window when you begin to checkout. If you see an unbroken key or a closed lock (depending on your browser), then SSL is active. When accessing a secure server, the first characters of the site address will change from ‘http’ to ‘https’.
We endeavour to make every transaction you make at WWF-Malaysia’s Panda Shop 100% safe. This means that you pay nothing if unauthorised charges are made to your card as a result of shopping at WWF-Malaysia’s Panda Shop.
* SSL is available only if you make payment through our payment gateway (Ipay88).
Q: I cannot remove and add items into my shopping cart. Why and how to resolve this?
It is likely a memory issue with your browser. Please try the following:
- Click the menu on your browser page (at the top of the page next to the search box)
- Choose History
- Choose ‘clear browsing data’ and ‘from the beginning of time’
If you are still encountering problems after clearing your browsing history, please email us at firstname.lastname@example.org for assistance, thank you.
Q: I have signed up to WWF-Malaysia’s Panda Shop but cannot login with my password. Why?
One likely problem is that your account is not verified. An email with a verification link was sent to your registered email address; please click on the verification link to activate your account.
If you are still encountering problems after verifying your email, please email us at email@example.com for assistance, thank you.
Q: I have a user account with WWF-Malaysia’s Panda Shop but forgot my password, what should I do?
Please go to the ‘Login’ page and click on the ‘Forgot Password’ link. You will be prompted with a window and asked to enter your email address (it must be the same email address that you registered with WWF-Malaysia’s Panda Shop). The password will be sent automatically to the registered email address.
Q: I have a user account with WWF-Malaysia’s Panda Shop, how do I change my personal info and shipping address?
Please go to the ‘Login’ page, login and modify your account details there.
Q: Can I buy from WWF-Malaysia’s Panda Shop without creating an account?
You would need to create an account as it will be more convenient for you to shop with us in future. Just login during subsequent visits and your personal and address information will be automatically retrieved from your account.
Q: I can’t find a particular product/item I want from WWF-Malaysia’s online store, what can I do?
Please email us at firstname.lastname@example.org We are always working to expand our merchandise range, and will explore producing your recommended product, subject to budget and sourcing constraints as well as environmentally friendly production guidelines.
Q: How do I know if my payment has gone through?
An email will be sent to your registered email address within 24 hours.
If you do not receive your confirmation email, please contact us at email@example.com, thank you.
Q: Why was my payment declined?
This could be due to many reasons, including:
- Some of the card/personal details entered do not match the information in your Card Issuer’s records
- You do not have enough cleared funds on your card to cover the amount of the purchase
- Your card has been reported as lost/stolen and been cancelled by your Card Issuer
- Your card has or is due to expire and has been replaced by your Card Issuer
- Your card has recently been replaced by your Card Issuer but not yet activated
- Your card cannot be used to pay for goods/services in a Cardholder-Not-Present environment (online/over the internet)
- There may be a problem with your Card Issuer’s authorisation system
- You haven’t activated 3-D Secure (Verified by Visa and MasterCard Secure Code) of your card
If you are sure that all of the reasons above do not apply to your payment attempt, we recommend that you try again. However, should the problem persist, please contact your Card Issuer for clarification.
Q: Are there any delivery charges? Or other charges for my purchases?
The shipping costs (if applicable) and all charges will be clearly listed at checkout before you make payment.
Q: How long will the delivery take?
To maximise our resource efficiency, we process the merchandise orders by batch. The items should be delivered to you within 14 working days. If you have an urgent order, please email us at: firstname.lastname@example.org or leave us a note at the ‘checkout details’ page. We will try our best to fulfil your orders as soon as possible. Thank you for your understanding and valuable support.
Q: Can I purchase WWF-Malaysia merchandise from somewhere else rather than online?
Yes, you may purchase merchandise at our office, on Mondays to Fridays, between 9:00am to 5:00pm (Mondays to Thursdays closed for lunch from 12:30pm to 1:30pm, Fridays closed for lunch from 12:30pm to 2:30pm). All items are subject to availability.
1 Jalan PJS 5/28A
Petaling Jaya Commercial Centre (PJCC)
46150 Petaling Jaya
Tel: +603-7450 3773
Q: Can I request for return, refund or exchange?
All items sold are not returnable, refundable nor exchangeable. If items received are wrong, damaged or broken, please contact us at email@example.com or call us at +603-7450 3773 within 3 working days of receiving your items.