Frequently Asked Questions

1. How do I place an order?

Placing an order is simple:

Browse our webshop and select the product(s) you’d like to purchase.
Choose any specifications (e.g., size, quantity, or model where applicable).
Click “Add to Cart.”
Once you’ve finished shopping, go to your cart and click “Checkout.”
Enter your shipping details and select your preferred payment method.
Review your order and confirm.

You will receive an order confirmation email immediately after completing checkout.

2. What payment methods do you accept?

We support multiple secure payment methods, including:

Major credit/debit cards (Visa, Mastercard, AMEX)
Online banking (FPX in Malaysia, SEPA in EU, etc.)
E-wallets (GrabPay, Touch ’n Go, PayPal, etc.)
Shop Pay / Apple Pay / Google Pay (if enabled)

All transactions are processed through encrypted and secure gateways to protect your information.

3. How long does shipping take?

Shipping time depends on your location and chosen delivery method:

Local (within Malaysia): 2–5 business days
International (Asia): 5–10 business days
International (Europe/US): 7–14 business days

Please note that shipping times may vary during peak seasons (holidays, sales events) or due to customs clearance for international orders.

4. Can I track my order?

Yes. Once your order is shipped, you’ll receive an email with your tracking number and a direct link to track your shipment. You can also log into your account (if registered) to view your order status at any time.

5. What is your return & refund policy?

We want you to shop with confidence. If you are not satisfied with your purchase, you may return it within:

7 days (local orders)
14 days (international orders)

Conditions for returns:

The product must be unused, uninstalled, and in its original packaging.
Proof of purchase (invoice/receipt) must be included.
Shipping costs for returns are the buyer’s responsibility unless the item is defective or wrong.

Refunds will be processed within 7–10 business days after we receive the returned item. Refunds are issued to the original payment method.

6. Do you offer warranty on your products?

Yes, many of our products are covered under manufacturer warranties. Warranty terms vary depending on the product:

Electronics/tuning tools: 6–24 months (varies by brand)
Accessories/apparel: Warranty against manufacturing defects only

For warranty claims, please contact us with your order details and photos/videos of the issue.

7. What if I received a defective or wrong item?

If you received an incorrect or damaged item:

Contact our support team within 48 hours of delivery.
Provide your order number and photos of the product/packaging.
We will arrange a replacement, exchange, or refund depending on the situation.

We take full responsibility for errors on our side.

8. How can I contact customer support?

You can reach us through:

Email: webshop@alienworld.asia
Live Chat: Available on our webshop during business hours

Our team usually replies within 24 hours on business days.

9. Do you offer bulk orders or dealer pricing?

Yes, we provide special pricing for workshops, resellers, and bulk orders. Benefits include:

Dealer discounts
Priority support
Dedicated account manager

If you’re interested, contact us at sales@yourcompany.com to apply for a dealer account.

10. Do I need an account to shop?

No, you can checkout as a guest. However, creating an account is highly recommended as it allows you to:

Track your order history
Save multiple shipping addresses
Receive exclusive offers and promotions
Access faster checkout in the future

11. Do you ship internationally?

Yes, we ship worldwide 🌍. International shipping costs will be calculated at checkout based on your location. Customs duties or taxes (if any) are the responsibility of the buyer.

12. Can I change or cancel my order after placing it?

We process orders quickly, but if you need to make changes or cancel your order, please contact us within 2 hours of placing your order. Once the order is shipped, changes or cancellations are no longer possible.