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FREQUENTLY ASKED QUESTIONS

What is Chai Huat Hin? 

A one-stop online centre for all your grocery and herbal needs. We provide an easy-to-use online shopping platform to facilitate to our customer’s hectic lifestyle to do grocery shopping while striving to provide you with a convenient and pleasant shopping experience. 

We offer a big selection of quality products including dried seafood, herbs, and assorted imported products from all over the world! We always prioritise the quality of our products to ensure our customer gets only the best.  We believe it is the customer’s satisfaction and service that makes us stronger and better.

At Chai Huat Hin, customers can shop for their needs with just a few clicks.

What kind of products do you sell? 

We sell thousands of products across various categories such as dried seafood, herbs, nuts, sauces, condiments, and dried mushrooms. We work hard to ensure that your online shopping experience will be similar to shopping at our physical store!

If you have any suggestions for new products or new features that you would like to see on our website, please do not hesitate to inform us via Live Chat, write to us via chaihuathintrading@gmail.com


Where is your shop located at? 

Our shop is located at the heart of chinatown, KL. You may locate us using GPS/Waze with the following address: 

No. 152, Jalan Tun H.S. Lee, 50000 Kuala Lumpur 


How do I start purchasing? 

You will have to register a membership, simply click on the Register button on the top right corner and proceed to enter your details. Otherwise, you can always browse the item first and register during the checkout process. 


I forgot my password. 

Go to the Login page and click on Forgot Password. Please enter your email address in the field provided. An email with a link to reset your password will be sent to the email address shortly after.


I'm having difficulty accessing the website. What should I do? 

In order to enjoy the best experience while shopping at www.chaihuathin.com please ensure that you have a working internet connection and are using one of the following supported browsers:

  • Google Chrome
  • Mozilla Firefox
  • Safari
  • Internet Explorer 9 or above

From time to time, we might schedule planned/unplanned routine maintenance on our systems to deliver the best performance for you. You will be informed if you attempt to access the site and mobile app during these times.


Can I add, amend or cancel my order? 

Kindly contact our Customer Service for any addition, amendment or cancellation of your order. Any changes should be done four working (4) hours prior to scheduled delivery time.


How do I reschedule my order? 

Kindly contact our Customer Service to change your delivery slot and please be noted it must be done four working (4) hours prior to scheduled delivery time.


How do I know my order is confirmed? 

Once you check out your order, you’ll receive a confirmation email of your orders. You will see the details of your products, quantities and estimated prices relating to your order.


How do you pick/pack my order? 

At Chai Huat Hin, your satisfaction is our priority. We are trained to pick only the freshest and high-quality goods. You can also include specific requests as a remark in your order if you require specific items in a specific condition. (e.g.: Separate 400g red beans into 2 packs please).

What are your delivery hours? 

Our delivery is available daily on Monday until Saturday, from 10 a.m. to 5 p.m. We do not deliver on Public Holidays. Please take note that if you opted for a third party company delivery, their delivery services will be according to the company's policy. 


How much is the cost of delivery? 

For deliveries by Chai Huat Hin: 

Klang Valley: RM 15                   |                 Klang / Port Klang: RM 20 


How soon can I receive my order? 

The earliest you can receive your order is on the same day upon order confirmation before 5pm. Subject to available delivery slots.


Do you accept COD (Cash On Delivery)? 

Yes, you can make payment via cash upon receiving your order. 


What if I'm not home when the delivery arrives? 

In such cases, our rider will return the goods to the fulfilment base if you are not at home/unable to be reached after 20 minutes of delivery arrival. This is done in order to maintain the freshness of the items (scallops, dried oyster, abalone). 

If there is no one at home to receive the delivery, you can inform our Customer Service Representative at chaihuathintrading@gmail.com or call us at 012 774 7668 to reschedule the delivery time.

Our Customer Service Representative will contact you to reschedule the date and time of next delivery. Please note that there will be an additional delivery charge of RM15 imposed after the unsuccessful first delivery. Do note that perishables such as frozen seafood, dried sea cucumbers, and dried abalones are not refundable in this instance, hence, you may need to re-purchase those perishable items.


Can my family member or a friend help receive the order on behalf? 

Yes, your family or representative may receive your items on your behalf. He or she must sign the delivery form on your behalf. For verification purposes, the family member must present the order ID number before receiving the goods from our rider.


What if my delivery is late? 

There may be changes/delays to delivery, subject to weather conditions, order amount, rider availability and etc. For that reason, our Customer Service Representatives will call and inform you of any delay as soon as we can.


What should I do if the goods received are not as per my order? 

For any wrong/damaged/faulty products that are caused by our party, you can choose to not receive the goods. We will deduct the amount of the said product and we will only charge you for the products you buy. 

If the image or description shown on our website is wrong, you can report it to us at chaihuathintrading@gmail.com or drop us a Whatsapp text at 012 774 7668. We have the rights to change, modify, or cancel the product from your order without prior notice. 


What is your return policy?

We aim to make you happy with your purchase at Chai Huat Hin. Should there be a problem with the item and you'd like to return it. Please contact via Whatsapp at 012 774 7668 with the proof of purchase within 2 days. Our return policy is subject to the following terms and conditions:

  • Items purchased as part of a set or a multi-item pack must be returned as a whole set.
  • Food items are to be returned within their use by date.
  • This return policy does not apply to items, which have been stated as Non-exchangeable or Non-returnable (dried abalone, dried sea cucumber)

Please be aware that some products have different return time limits and exceptions.

What is your refund process? 

For refunds above RM100, we will process your refund within 2 business days. After your refund is processed, it may take up to 14 business days for your bank to credit the money to your account.

For refunds below RM100, we will process your refund according to MOLPay's settlement day (every Monday and Thursday, if the said day is not a Malaysian public or state holiday. Otherwise settlement will be done on the following Monday/Thursday). After your refund is processed, it may take up to 14 business days for your bank to credit the money to your account.

You will be informed by our customer service upon confirmation of the refund. 



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