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FAQ

1. General

 

1.1 Returns & Exchanges

 

How do I return my purchase?

Return the unassembled item in their original packaging within 7 days, together with your receipt for either an exchange or a full refund. (Only applicable for ready stock items)

 

How long would it take for my return to be processed?

Once we receive the returned item, we will process your request within 5 business days.

 

What are the shipping charges if I return my purchased item?

The shipping costs will vary according to your location and size of the item. Please note that for returns, the customer bears the full shipping costs and costs for re-delivery.

 

Do you issue a refund if I don’t like the product once I have received it?

We do our best to ensure that the image and description on the website is an accurate depiction of the product. If you are still not satisfied, you may return the unworn item to us within 7 days upon receiving the item in its original packaging together with your receipt.

 

What if my item is faulty?

Quality Control tries to ensure that all products are of a high quality when they leave the warehouse. In the rare circumstance that your item has a defect, you may send it back to us within 7 days upon receiving the item, and we will send you a replacement item. In case we are out of stock, you can choose for either an exchange or a full refund.

 

I need to return an item, but I don’t have the original packaging. What shall I do now?

The original packaging is required in instances where the customer has changed their mind or would like to exchange for a different item, size or colour. Please note that the item must be unworn and returned within 7 days upon receiving the item. If the item is faulty, but the customer is no longer in possession of the original packaging, proof of purchase is required.

 

1.2 Brands & Stock

 

The item I want is out of stock. What shall I do now?

Although we try to maintain a stock level that matches expected demand, highly popular items will run out of stock very quickly. Our focus is on keeping up with latest fashion trends and the items that we stock are only available while stocks last.

 

Do you place items on back order?

Unfortunately, your item will not be placed on backorder. Although we avoid advertising products that are no longer in stock, in the instance that your item has sold out, you will be contacted by us if we are unable to source the item from elsewhere.

 

Can I place an item on hold for purchase at a later date?

We are sorry, but we do not offer this option.

 

How can I provide feedback about a product?

We look forward to hearing feedback about our products. You can send your feedback to us via:

Email: cs@mtbonline.bike

 

Is there somewhere I can go to view the product prior to purchasing?

Yes you may come to our bike shop to view the product.

 

1.3 Technical

 

I need personal assistance with my order. Who can I contact?

We will be happy to assist you with your order. Please email us at cs@mtbonline.bike or you may call us at 012-3887883.

 

I’m having problems ordering through your website. What can I do?

Our website is best viewed with Internet Explorer, Mozilla Firefox & Google Chrome. Please ensure that the browser you are using is up to date. If you are still experiencing difficulties, please contact us.

 

1.4 Payment

 

What payment types do you accept?

MTB Online offers the following payment methods:

 

Pay by using your credit card with Visa or Mastercard or online transfer thru FPX. Service provided SenangPay.

 

1.5 Pricing

 

Are your prices in Ringgit Malaysia (RM)?

All pricing is in Ringgit Malaysia.

 

1.6 Shipping & Delivery

 

How long does it take for delivery?

MTB Online aims to deliver within the time agreed upon at purchase. However, we are unable to guarantee that all orders will be delivered within the stipulated time frame. For items sourced internationally, delivery time will differ based on the country the item is sourced from, usually within 7 – 14 days. For items sourced locally, delivery typically takes 1-3 business days. Please note estimated delivery times that is stated at each product page.

 

Can my parcel be delivered to an office address?

Yes, your parcel can be delivered to an office address. Please enter the address along with your full name upon checkout.

 

What is the postage & handling charge on orders?

MTB Online is happy to offer free delivery on all orders above RM50 for West Malaysia. For orders below that amount, delivery charges of RM6 apply.

 

My items haven’t arrived yet. What can I do?

Please allow at least 1 – 3 or 7 – 14 business days for your order to arrive depending on the products you have purchased and the estimated delivery times stated on the product pages. If you have any concerns, please do not hesitate to contact us.

 

Our aim is to have your items shipped to you as fast as possible. Therefore if you have purchased more than 1 item, you may receive your purchases at different times.

 

Do you ship internationally?

Unfortunately, we are currently only shipping within Malaysia.