Frequently Asked Questions

My Account

How do I register an account?

Select 'Account' at the top of the homepage, then select 'Register' to sign up for an account.

I would like to close my account

To close your account, please drop a message at the contact us page for assistance.

How to change my account personal information and shipping address?

I forgot the Password for my account. What should I do to retrieve it?

Click on "Forgotten Password?" and fill in the email that was used to register the account in the box.
Click Submit.
A verification token will be sent to you. Once you have received the token, you will able to choose a new password for your account.

I cannot sign into my account, can you help?

If you're having trouble signing into your account, please drop a message at the contact us page for assistance

I have forgotten my user name, can you retrieve it?

If you've forgotten your user name, please drop a message at the contact us page for assistance.

How can I contact you to ask a question or provide feedback?

You can drop a message at the contact us page.

I still have doubts!

Do not worry about it. Kindly drop a message at the contact us page and our online support team will be more than happy to assist you.

Data Privacy

Thung Hing Metal Industry Sdn Bhd (“Thung Hing”, “us”, “we”, “our” or “ours”) is committed to protecting your personal data. This Personal Data Privacy Notice (“Notice”) outlines how we collect, use, and protect your personal information in accordance with the Personal Data Protection Act 2010 (“PDPA”) of Malaysia.

Collection of Personal Data

Such Personal Data may include information concerning name as per identity card, preferred name, identity card number, age, contact number, residential address, e-mail address, birth date, gender, occupation, designation, bank account details, interest, information of spouse/ children such as name and birth date, information as to physical or mental health, political opinions, religious beliefs or other beliefs of a similar nature, the commission or alleged commission of an offence and other such data necessary for the performance of our services to you.

In some circumstances, you may have provided personal data relating to other individuals (such as your spouse, family members, or other third parties). You represent and warrant that you are authorized to provide their personal data to us and have obtained their consent to the processing (including disclosure and transfer) of their Personal Data in accordance with this Notice.

Purposes of Collecting and Processing Personal Data

Personal Data you provide will be collected, used and otherwise processed by us for, amongst others, the following purposes:-

To provide you with information on our products, services and offers which may be of interest to you;
To notify you about benefits and changes to the features of our products and services;
To provide you our latest offers, campaigns and promotions;
To conduct research for analytical purposes;
To publish your information (which may include your name, profile picture and such other relevant personal data) on our website, social media and our printing materials;
To inform you of any upcoming event and updates;
To use your information for participation in our events or award;
For your participation in contest;
Enable us to send you information by e-mail, telecommunication means (telephone calls or text messages) or social media about products and services offered by selected third parties that we think may interest you.
To use your information for e-commerce

The above shall hereinafter be referred to as the “Purposes”.

Disclosure of Personal Data

We will generally keep your personal data confidential. However, we may disclose your personal data to third parties in certain circumstances, such as to our service providers, government agencies, or with your consent for marketing purposes.

Safeguards

Thung Hing implements appropriate safeguards to protect your personal data from unauthorized access, disclosure, alteration, or destruction.

Data Transfer and Sharing

We may transfer your personal data to third-party service providers located outside of Malaysia. In such cases, we will ensure that your personal data is transferred in accordance with applicable data protection laws and regulations.

Use of Analytic Tools

Some mobile applications will utilize Google Analytics to help us better serve you through improved products, services, and revisions to the mobile applications. Your identity is not disclosed to us when this information is collected information. It may, however, let us know anonymously, which services and features you are using the most within the application, as well as device type and hardware features and country.

Your Rights

You have the right to:

Access and request a copy of your personal data
Request to update or correct your personal data
Withdraw your consent to the processing of your personal data
Object to the processing of your personal data for marketing purposes

Changes to this Notice

We may update this Notice from time to time. We will notify you of any changes by posting the revised Notice on our website.

Contact Us

If you have any questions about this Notice or your privacy rights, please drop us a message.

By submitting your personal data to Thung Hing, you consent to the processing of your personal data in accordance with this Notice.
Additional Provisions

In accordance to Section 7(3) of the PDPA, this Personal Data Privacy Notice is issued in both English and Bahasa Malaysia. In the event of any inconsistencies or discrepancies between the English version and the Bahasa Malaysia version, the English version shall prevail.
Date of issuance of this Personal Data Privacy Notice: 2 September 2024

Order & Payment

How to purchase my order on the site?

To purchase your order:-

Click the “Add to cart” button on the products you wish to purchase. 
Click “Continue Shopping” to continue to add other products to the cart or click “Checkout” to proceed with your payment for the products. 
You'll reach the checkout page where you need to log in to your account using your Username and Password. If you don't have an account created yet, you need to register an account before you can proceed with payment. 
You'll need to confirm your “Shipping Address” and the "Billing Address" from the left confirm. 
Next, you'll need to select your shipping method and payment method. 
Finally, you'll need to reconfirm your billing details and agree to the terms and conditions. 
Click “Confirm Order” to complete the order.

Please refer to our guideline for more information

What can I do if my payment fails for the order and how to reorder it

Please reorder your item and make a new transaction.

What methods of payment do you accept

Credit Card and Debit Card - via iPay88 Online Payment Gateway

When will I be charged for my order?

Payment will be processed immediately following a successful transaction

What is the product's transaction currency

All products transaction currency will be done in Ringgit Malaysia (MYR)

Are my personal details safe?

Yes, read more about our commitment to protecting your privacy and personal information in our Data Privacy

Return & Refund

I have received the item in a damaged or faulty condition, can I replace it?

If you have received a damaged or faulty item, please drop a message at the contact us page for assistance. We will assist you in replacing your product or process with a refund.

I have changed my mind, can I return the item?

No, you can’t return an item if you have changed your mind cause all items are custom made. Please view our Return Policy.

Do I have to pay for the postage or delivery cost of returning an item?

If you have received a damaged or faulty item, we will cover the cost of return. Please notify us immediately.

How will I receive my refund?

Your refund will be processed back into the same account you used to make the purchase. Please view our Return Policy.

How do I return a large item?

Please drop a message at the contact us page for more enquiry.

The item I ordered is the wrong size or color, will you exchange it?

If the item you received is the wrong size or colour, please drop a message at the contact us page to organise an exchange.
Please view our Return Policy.

Return Policy

Returns

We at Thung Hing are more than happy to assist customers who wish to return or exchange goods purchased from any of our online stores.

When returning products to our factory, all products for return or exchange must be identified to our Customer Service helpdesk.

Return of Non-Faulty Goods

All returned goods must be unused, in original packaging and in saleable condition
All goods can be returned if found manufacturing defects, other than that, no return is allowed.
Receipts and tax invoices must be valid and intact.
All refunds will be provided back in the original tender. Cheques will be refunded via payment transfer and credit card refunds must be processed back onto a credit card.

Trade Account Returns or Exchanges

If you’re an account customer and presenting goods for return or exchange, a copy of the original invoice must be presented in-store along with the goods to arrange an account credit.

Commercial quantities are not generally returnable.

Online Purchases, Returns, or Exchanges

Online purchases can be returned either in-store with the tax invoice or by contacting our Customer Support team at support@thunghing.com

Return or Exchange of Faulty Goods That Are Under Warranty

In addition to manufacturers’ guarantees on selected products, Thung Hing will provide a guarantee of acceptable quality on every product. You’re entitled to a replacement or refund for a major failure. You’re also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality but the failure does not amount to a major failure.

We recommend you retain your receipt, as we may require proof that you purchased the product from us. Our support helpdesk will be able to advise you whether a refund, exchange, repair, or replacement is available.

Shipping & Delivery

Are all in-store products available online?

A selection of our products are exclusively available for in-store purchase. Please drop a message at contact us for product availability and inquiries.

Is the entire online product range available in-store?

Not all online products are available in our stores. Our online catalog features a wider range of products sourced from our extensive supplier network. These items can be shipped directly to you (drop shipping) or picked up at our convenience (collect-and-go).

How much does delivery cost?

Delivery costs are calculated at checkout and vary depending on the product, delivery location, and chosen shipping method.
Please refer to our Shipping Policy for more details.

How long will my delivery take?

It depends on the products of your order. Usually delivery takes up from 3 days to 7 days or 3 weeks. Please refer to our Shipping Policy for more details.

How long does the handling progress usually take?

Usually will take 4 - 7 working days depending on the products category and purchase.

What if the product I want is not able to be ordered online?

Please drop a message at contact us for enquiry.

Can I cancel my order?

Please drop a message at the contact us page with the message “Request to cancel order” on the beginning for order cancellation.

Please take note that the orders that are in shipping or shipped will not be canceled.

Can I make changes to my order?

No, you can’t make changes to your order once it payment had remitted and manufactured.

Please drop a message at the contact us page for assistant.

My order has not arrived, what should I do?

Please drop a message at the contact us page for assistant.

Do you offer same-day delivery?

No, we do not offer same-day delivery as our products are custom-made.

What are Special Orders?

Special Orders allow you to choose from an even bigger range that is currently not available in our product listing. Please drop a message at the contact us page for assistance.

Who will deliver my order?

We use a range of different freight and transport providers depending on the type of product and where it is being delivered.

Please refer to our Shipping Policy for more details.

Can I change my delivery address after submitting an order?

Yes, you can change your delivery address. Please drop a message at the contact us page for assistant.

I am missing a product from my order, what should I do?

If you are missing a product from your order, Please drop a message at the contact us page for assistance.

I have received the wrong item, what now?

If you have received the wrong item, Please drop a message at the contact us page for assistant.

Does someone need to be home to accept delivery?

If you would not be home, you can give the logistic provider or transporter authority to leave the delivery. The provider will then supply proof of delivery note, including a photo of the item and its placement. You are also required to provide manpower or necessary equipment such as a forklift/crane for unloading.

Do you offer click and collect?

Yes, you can arrange for your own collection.

Can someone else pick up my order on my behalf?

Yes, someone else can collect your order on your behalf. Please provide the collector's identification card (IC) number and vehicle registration number for verification.

Do you deliver overseas?

For overseas orders, kindly drop a message at the contact us page for delivery arrangements.

Can I order from overseas and have the product delivered to an address in Malaysia?

Yes, you can order products from overseas and have them delivered to a Malaysian address.

I am having trouble ordering online, can you help me?

If you are having trouble buying products online, please drop a message at the contact us page for further enquiry.

Shipping Policy

Standard Delivery 3-7 Working Days

Our default shipping method for most items includes delivery by our own fleet of small trucks or 3rd Party Logistic (3PL) providers. Applicable to small parcel orders and medium-size orders not exceeding 1M3 in volume metric or a maximum of 3.0M in length.

The delivery carrier will bring the item to the closest dry area outside your home; typically the front door, porch, or driveway in front of the garage. As for multi-story residential & commercial buildings, delivery will be limited to the security office, main entrance, foyer, and unloading bay.

Oversize Delivery 14-21 Working Days

For large quantity or bulk order items, this may include one or several deliveries, fulfilled by our own fleet of trucks or 3rd Party Logistic (3PL) providers. The delivery carrier will bring the item to the closest dry area outside your home; typically the porch, or driveway in front of the garage. As for multi-story residential & commercial buildings, delivery will be limited to the unloading bay or any designated unloading zone. The carrier will contact you to make a delivery appointment. And, the buyer shall be responsible for providing the carrier with a safe access road and unloading site.

Split Order Delivery

We are committed to delivering your order as fast as we can. As such, we may split your order into multiple deliveries, so that you can plan ahead with confidence. Or, you may just let us know your priority when placing the order.

Pre-Order Delivery

Special Order Delivery

Special Order, refers to the items which are not available in our current inventory listing. Please kindly refer to our service help desk support@thunghing.com for the delivery schedule & update.

Delivery by Appointment

If you are frequent travelers, or often not around to receive your order, don’t worry! Our Delivery by Appointment service allows you to pre-schedule the delivery at your convenience. Speak to us!

International Shipping

With our experienced team and logistic partners, we have you covered with our international fulfillment & cross-border shipping service, from small to large orders. We will ship your order directly to your door or port, internationally. For more information on our full export services at support@thunghing.com. Contact us now!

Additional Charges

Customer may be required to pay additional charges if the following additional costs are incurred that were not originally expected during the course of shipping & delivery.

Idling or waiting for charges
Delivery rerouting charges
Unloading charges

*Terms & conditions apply

Penalty Charges

Without any prejudice, the customer may be subjected to shipping & delivery penalty fees under the following conditions:-

Rescheduling of shipped items
Cancellation of shipped items
Partial unloading of shipped items

*Terms & conditions apply

Terms & Conditions of Use

Terms

By accessing this web site, you are agreeing to be bound by these web site Terms and Conditions of Use, applicable laws and regulations and their compliance. If you disagree with any of the stated terms and conditions, you are prohibited from using or accessing this site. The materials contained in this site are secured by relevant copyright and trade mark law.

Use License

Permission is allowed to temporarily download one duplicate of the materials (data or programming) on Thung Hing Sdn. Bhd. site for individual and non-business use only. This is the just a permit of license and not an exchange of title, and under this permit you may not:

modify or copy the materials;
use the materials for any commercial use , or for any public presentation (business or non-business);
attempt to decompile or rebuild any product or material contained on Thung Hing Sdn. Bhd. site;
remove any copyright or other restrictive documentations from the materials; or
transfer the materials to someone else or even “mirror” the materials on other server.

This permit might consequently be terminated if you disregard any of these confinements and may be ended by Thung Hing Sdn. Bhd. whenever deemed. After permit termination or when your viewing permit is terminated, you must destroy any downloaded materials in your ownership whether in electronic or printed form.

Disclaimer

The materials on Thung Hing Sdn. Bhd. site are given “as is”. Thung Hing Sdn. Bhd. makes no guarantees, communicated or suggested, and thus renounces and nullifies every single other warranties, including without impediment, inferred guarantees or states of merchantability, fitness for a specific reason, or non-encroachment of licensed property or other infringement of rights. Further, Thung Hing Sdn. Bhd. does not warrant or make any representations concerning the precision, likely results, or unwavering quality of the utilization of the materials on its Internet site or generally identifying with such materials or on any destinations connected to this website.

Constraints

In no occasion should Thung Hing Sdn. Bhd. or its suppliers subject for any harms (counting, without constraint, harms for loss of information or benefit, or because of business interference,) emerging out of the utilization or powerlessness to utilize the materials on Thung Hing Sdn. Bhd. Internet webpage, regardless of the possibility that Thung Hing Sdn. Bhd. or a Thung Hing Sdn. Bhd. approved agent has been told orally or in written of the likelihood of such harm. Since a few purviews don’t permit constraints on inferred guarantees, or impediments of obligation for weighty or coincidental harms, these confinements may not make a difference to you.

Amendments and Errata

The materials showing up on Thung Hing Sdn. Bhd. site could incorporate typographical, or photographic mistakes. Thung Hing Sdn. Bhd. does not warrant that any of the materials on its site are exact, finished, or current. Thung Hing Sdn. Bhd. may roll out improvements to the materials contained on its site whenever without notification. Thung Hing Sdn. Bhd. does not, then again, make any dedication to update the materials.

Links

Thung Hing Sdn. Bhd. has not checked on the majority of the websites or links connected to its website and is not in charge of the substance of any such connected webpage. The incorporation of any connection does not infer support by Thung Hing Sdn. Bhd. of the site. Utilization of any such connected site is at the user’s own risk.

Site Terms of Use Modifications

Thung Hing Sdn. Bhd. may update these terms of utilization for its website whenever without notification. By utilizing this site you are consenting to be bound by the then current form of these Terms and Conditions of Use.

Governing Law

Any case identifying with Thung Hing Sdn. Bhd. site should be administered by the laws of the country of Malaysia Thung Hing Sdn. Bhd. State without respect to its contention of law provisions.
General Terms and Conditions applicable to Use of a Web Site.

Privacy Policy

Your privacy is critical to us. Likewise, we have built up this Policy with the end goal you should see how we gather, utilize, impart and reveal and make utilization of individual data. The following blueprints our privacy policy.

Before or at the time of collecting personal information, we will identify the purposes for which information is being collected.
We will gather and utilization of individual data singularly with the target of satisfying those reasons indicated by us and for other good purposes, unless we get the assent of the individual concerned or as required by law.
We will just hold individual data the length of essential for the satisfaction of those reasons.
We will gather individual data by legal and reasonable means and, where fitting, with the information or assent of the individual concerned.
Personal information ought to be important to the reasons for which it is to be utilized, and, to the degree essential for those reasons, ought to be exact, finished, and updated.
We will protect individual data by security shields against misfortune or burglary, and also unapproved access, divulgence, duplicating, use or alteration.
We will promptly provide customers with access to our policies and procedures for the administration of individual data.

We are focused on leading our business as per these standards with a specific end goal to guarantee that the privacy of individual data is secure and maintained.