常見問題 FAQ
1. 如何在官網下單？
選擇商品款式、規格與數量，點擊「加入購物車」，確認商品後前往結帳。依頁面指示填寫聯絡及配送資料、選擇配送與付款方式，核對總金額後提交訂單。
是否需要登入或註冊，請依結帳頁顯示的選項操作。完成下單後，請留意訂單確認頁及電郵；訂單成立與付款成功狀態，請以系統通知為準。
2. 官網與 Shopee 店鋪是同一家公司經營嗎？
是的，緣生樹 Primal Tree 官網與以下 Shopee 店鋪均由本公司經營。你可以前往查看買家評價，並選擇習慣的通路購買。
Shopee 店鋪：
https://shopee.com.my/shop/147835003
兩個通路的價格、優惠、運費、庫存及交易條款可能不同，請以各自商品頁與結帳資訊為準。Shopee 訂單的付款、退貨與退款，請透過平台提供的功能處理。
3. 可以使用哪些付款方式？
目前支援的付款方式為網上銀行轉帳或Duitnow QR付款。
可使用的方式與相關費用，以結帳頁顯示為準。
如選擇人工銀行轉帳，請依訂單提供的銀行資料付款，並透過［指定電郵／WhatsApp］提交：
- 訂單編號。
- 付款金額與日期。
- 交易參考號碼或轉帳收據。
請勿提供網上銀行密碼、OTP、CVV 或完整信用卡資料。人工轉帳訂單須完成付款核實後，才會安排後續出貨。
4. 商品價格以什麼貨幣計算？
官網商品價格及結帳金額以馬來西亞令吉（MYR／RM）計算。
運費及其他適用費用會於結帳時顯示。如使用海外發行的卡片或外幣帳戶付款，匯率及相關費用由你的銀行或付款服務商決定。
5. 如何修改帳戶資料或收貨地址？
登入「我的帳戶」，在帳戶或地址設定中修改資料。
修改帳戶內的地址，不代表已成立訂單的配送地址會同步更改。如需更改現有訂單，請立即提供訂單編號並聯絡客服；能否修改須視乎訂單處理進度，未經客服確認前，請勿視為已完成更改。
6. 忘記密碼怎麼辦？
在登入頁選擇「忘記密碼」或相應的密碼重設選項，輸入註冊電郵，並依收到的指示設定新密碼。
如未收到郵件，請檢查垃圾郵件資料夾及電郵是否輸入正確。仍無法登入時，請聯絡客服。我們可能需要核實帳戶身分，但不會要求你提供原有密碼或 OTP。
7. 可以修改或取消訂單嗎？
請儘快聯絡客服，提供訂單編號及需要修改或取消的內容。
我們會按訂單的付款、備貨、加工及配送進度確認能否處理。提交申請不代表已成功取消，請以客服確認為準。
已交付物流的訂單通常無法直接取消；如需退貨，請參閱「退換貨與退款政策」。訂製、刻字或其他特殊訂單，另依購買前告知的條款處理，但不影響適用的法定權利。
8. 多久會出貨及送達？
已確認付款且有現貨的訂單，一般於［1–2 個工作天］內處理出貨。
出貨後的預計配送時間：
- 西馬：［1–3 個工作天］。
- 東馬：［5–10 個工作天］。
- 國際：［人工處理不同的快遞需求］。
以上為預計時間，實際配送可能受地點、假期、物流量及其他情況影響。預購、訂製、大型、易碎或有特殊運送限制的商品，請參考商品頁說明或先向客服確認。
工作天定義：［非假日或休息日］。
9. 如何查詢配送進度？
如訂單使用可追蹤的配送服務，出貨後請透過［訂單頁／電郵／指定通知渠道］取得物流資料，並前往承運商網站查詢。
如物流長時間沒有更新、顯示送達但未收到，或包裹出現問題，請提供訂單編號及追蹤號碼聯絡客服協助查核。
10. 收到破損、寄錯、缺件或有問題的商品怎麼辦？
請儘快聯絡我們，提供訂單編號、問題說明，以及商品與包裝照片；如有相關影片，也可一併提供。
請保留商品及相關包裝，避免繼續使用疑似有問題的商品，並先取得退貨指示，不要自行寄回。
申請資格、通知時間、運費及處理安排，請參閱「退換貨與退款政策」。FAQ 是流程摘要，不取代該政策或適用法律。
11. 可以到店選購、自取或預約查看商品嗎？
［依實際服務填入：到店選購／自取／預約服務安排。］
如需查看大型佛像、高價頌缽或其他指定商品，請先聯絡客服確認現貨、展示地點與預約時間，避免白跑一趟。
門市／陳列室地址：NO98, Jalan Sultanah 83000 Batu Pahat
營業時間：早上 10：00 -下午 5：30
12. 還有其他問題，如何聯絡？
請提供訂單編號（如有）及問題內容，透過以下方式聯絡：
電郵：[email protected]
WhatsApp／電話：0167839200 / 0197079200
客服時間：辦公時間內都會正常恢復，辦公時間外時間會比較久，看當值的客服有沒有在線
我們會於客服時間內依序回覆。請勿在公開留言中張貼完整地址、付款收據或其他個人資料。
Frequently Asked Questions
1. How do I place an order?
Select your preferred product options and quantity, then click “Add to Cart”. Review your cart and proceed to checkout.
Follow the on-screen instructions to enter your contact and delivery details, choose shipping and payment options, and review the total before submitting your order.
Use the login, registration or guest checkout options actually displayed. After placing your order, check the confirmation page and your email. Refer to the system notifications for your order and payment status.
2. Are your website and Shopee store operated by the same company?
Yes. The Primal Tree website and the following Shopee store are operated by our company. You are welcome to read customer reviews and choose your preferred shopping channel.
Shopee store:
https://shopee.com.my/shop/147835003
Prices, promotions, shipping charges, stock availability and transaction terms may differ between channels. Please refer to the relevant product and checkout pages. Payments, returns and refunds for Shopee orders should be handled through the platform’s functions.
3. Which payment methods do you accept?
Our currently supported payment methods are: Bank Transfer and DUITNOW QR
Available options and any applicable charges will be displayed at checkout.
For manual bank transfers, use the bank details provided with your order and submit the following through [designated email/WhatsApp]:
Order number.
Payment amount and date.
Transaction reference or transfer receipt.
Do not send online banking passwords, OTPs, CVV codes or full credit card details. Manual transfers must be verified before the order proceeds to dispatch.
4. Which currency do you use?
Website prices and checkout amounts are in Malaysian Ringgit (MYR/RM).
Shipping and other applicable charges will be shown at checkout. If you pay using an overseas-issued card or a foreign-currency account, exchange rates and related fees are determined by your bank or payment provider.
5. How do I update my account details or delivery address?
Log in to “My Account” and update the relevant account or address settings.
Changing a saved address does not automatically update an existing order. To change the address for an order already placed, contact us immediately with your order number.
Changes depend on the order’s processing stage and are not confirmed until acknowledged by our customer service team.
6. What should I do if I forget my password?
Select “Forgot Password” or the equivalent reset option on the login page. Enter your registered email address and follow the instructions you receive.
If the email does not arrive, check your spam folder and confirm that the address was entered correctly. Contact us if you still need help.
We may need to verify account ownership, but we will not ask for your existing password or OTP.
7. Can I change or cancel my order?
Contact us as soon as possible with your order number and the requested change or cancellation.
We will check the payment, fulfilment, customisation and shipping status before confirming whether the request can be accommodated. A request is not a confirmed cancellation until acknowledged by us.
Orders already handed to a carrier generally cannot be cancelled directly. Please refer to our Returns & Refunds Policy if a return is required.
Customised, engraved and other special orders are subject to the terms disclosed before purchase, without limiting applicable statutory rights.
8. When will my order be dispatched and delivered?
Paid, in-stock orders are generally processed for dispatch within [X–X business days].
Estimated delivery times after dispatch:
West Malaysia: [X–X business days].
East Malaysia: [X–X business days].
Other destinations: [Insert availability and arrangements].
These are estimates. Actual delivery may be affected by location, public holidays, carrier volumes and other circumstances.
For pre-orders, customised goods, large or fragile items, or products with shipping restrictions, check the product page or contact us before ordering.
Business days: [Insert your actual definition].
9. How do I track my order?
Where a trackable shipping service is used, tracking details will be provided through [order page/email/designated notification channel] after dispatch.
Use these details on the carrier’s website. If tracking has not updated for an extended period, a parcel is marked delivered but has not arrived, or another issue occurs, contact us with your order number and tracking reference.
10. What if my order arrives damaged, incorrect, incomplete or defective?
Contact us promptly with your order number, a description of the issue, and photographs of the product and packaging. Relevant videos may also be provided if available.
Retain the product and relevant packaging, avoid further use of a potentially defective item, and obtain return instructions before sending anything back.
Please refer to our Returns & Refunds Policy for eligibility, reporting periods, shipping costs and remedies. This FAQ is a summary and does not replace that policy or applicable law.
11. Can I visit your showroom, collect an order or arrange a viewing?
[Insert your actual arrangements for showroom visits, collection and appointments.]
For large statues, high-value singing bowls or other specific products, please contact us first to confirm availability, display location and an appointment time.
Showroom address: [Insert]
Opening hours: [Insert]
Map link: [Insert]
12. How can I contact you?
Please include your order number, if available, and details of your enquiry.
Email: [Insert]
WhatsApp/Telephone: [Insert]
Customer service hours: [Insert]
We respond in sequence during customer service hours. Please do not post full addresses, payment receipts or other personal information in public comments.