Frequently Asked Questions

General FAQ

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:
1) Click the menu on your browser page (at the top of the page next to the search box)
2) Choose History
3) Choose ‘clear browsing data’ and ‘from the beginning of time’

If you are still encountering problems after clearing your browsing history, please drop us a message at contact us or email us at for assistance, thank you.


Q: I can’t find a particular product/item I want from WWF-Malaysia’s online store, what can I do?
Please drop us a message at contact us or email us at 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 use my coupon code?
Once you are ready to checkout:
1) Click on “View Basket”
2) Key in the coupon code at the coupon tab
3) Click “Apply Code”
4) Proceed to checkout

Discount is only applicable to t-shirts and merchandise, not applicable to adoption and donation.


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
Selangor, Malaysia
Tel: +603-7450 3773


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: 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 drop us a message at contact us or email us at, 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.

My Account

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 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 drop us a message at contact us or email us at 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 ‘Lost Your 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: What happens to the funds raised?

The funds raised are used by WWF to carry out scientific fieldwork, environmental education, policy work with the government and community programmes that aid nature conservation.

Q: Is my donation tax exempted?

Yes, WWF-Malaysia is an NGO under sub-section 44 (6) of Income Tax Act 1967, all cash donations are tax deductible (applicable only to donations made within Malaysia). For more information on this, please visit

Q: Can I return my Thank You gift and request for an exchange?

All gifts are not exchangeable or returnable. If a gift received is damaged or broken, please email us at or call us at 1-300-88-99369 within 3 working days of receiving your gift. If you wish to not receive any gift upon donation made, please choose to maximise your donation in your donation form.

Q: Can I select a particular plush toy?

Plush toys are given at random based on stock availability. However, you can choose to receive either a plush toy or an eco-friendly item.

Q: Are Thank You gifts available for purchase?

No, plush toys and eco-friendly items linked to donations are only available upon a donation.

Q:I am already donating to WWF-Malaysia monthly/4-monthly/yearly. Can I get the new Thank You gift?

Thank you for your ongoing support. At the moment, new Thank You gifts are only available for new monthly and one time donations. If you wish to make a one time donation, kindly do so here


Q: Are there any delivery charges? Or other charges for my purchases?
The delivery 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 drop us a message at contact us or email us at to confirm the delivery. You can also leave us a note at the ‘checkout details’ page. We will try our best to fulfill your orders as soon as possible. Thank you for your understanding and valuable support.

*We are closed on Saturdays, Sundays and public holidays.


Q: Do you offer international delivery?
We only deliver to Malaysia at the moment. However, if you wish to deliver your order to other countries, please drop us a message at contact us or email us at We can arrange for international shipping with additional delivery charges applied.

Exchange & Return/Refund

Q: Can I request for exchange, return or refund?
All items sold are not exchangeable, returnable or refundable. If items received are wrong, damaged or broken, please drop us a message at contact us or email us at or call us at +603-7450 3773 within 3 working days of receiving your items.