FAQs

• Q: What is the advantage of buying from you compared to buying from hypermarkets/shops?
• A: When you buy from us, you will avoid being caught up in traffic jams, long check-out queues and having to carry the bulky and heavy items which you have bought. We will do the chore for you.
• Q: What products do you sell?
• A: Most commonly consumed products in the office and homes. Products are currently divided in 3 main sections such as Groceries, Household, Health & Beauty. 
• Q: Why are some of your product prices higher than the prices in hypermarkets?
• A: Hypermarkets have the advantage of bulk purchases and they are in a position to offer some products at below the cost due to various reasons. However, what we cannot offer in terms of price, we compensate by easing your inconveniences of traditional shopping and the quality of customer service.
• Q: How do we get this product?
• A: You place your order online, select your delivery and payment options. We will deliver the products right to your doorstep even to your pantry if you allow.
• Q: How do we make payment for the purchases?
• A: Currently, most convenient payment mode is cash on delivery (C.O.D). We do accept Interbank Bank Giro Fund Transfer (IBG) or bank fund transfer, and also company cheque. Other modes of payment will be introduced in due course.
• Q: Where do you deliver to?
• A: Please check our delivery service coverage here.
• Q: When will the purchases be delivered?
• A: We provide next 3-5 business days delivery services, however, we normally delivery as soon as we can schedule for it.
• Q: What are your delivery days?
• A: Mondays to Fridays from 8:00AM to 6:00PM excluding public holidays.
• Q: Do I get charged for the delivery service?
• A: Yes, only a small flat sum of starting from RM9.90 is charged per order regardless of its size for deliveries to areas within our coverage based on delivery option you selected. For other deliveries within Klang Valley, a charge of between RM15.00 and RM30.00 will apply.
• Q: Is there a minimum purchase to enjoy your service?
• A: Yes, there is a minimum amount of RM80.00 for each purchase.
• Q: What do I have to do if there’s a product shortage during delivery?
• A: Please inform our delivery personnel. He/She is authorized to deduct the price of the item short-delivered from your total bill if found to be incorrect. Alternatively, we will delivery the short-delivered items to you without any additional charge.
• Q: What do I have to do if there is a product defect?
• A: The defective product is to be returned to Pantry Express in the condition that it was delivered in within twenty-four hours of delivery, unopened (with seals and shrink-wrap intact) or opened (with the original packaging) and we will issue a full refund for the price you paid. Customer may required to bare its cost of returning the goods to Pantry Express.
• What if I am looking for a product that Pantry Express doesn’t carry?
• A: Please let us know! Just e-mail us at custsvc@pantryexpress.my or send us a message via our contact us page. We are looking to add new products all the time.
• Q: Can I place items in my cart and checkout later if I am unable to finish my order in one sitting?
• A: Yes.You can add to your order until you decide to checkout. However, prices of the products are not guaranteed until you place your order.
• Q: Can I shop for relatives if I live in another city?
• A: Certainly.As long as the person for whom you are shopping lives within our delivery areas, you can shop for them.
• Q: Do I need to be home/at the office to receive a delivery?
• A: If you are not around to receive your order, you can appoint someone to receive the delivery on your behalf.
• Q: What happens if I forget my username or password?
• A: Click the link on the home page underneath the login boxes, and we’ll reset and e-mail it to you.
• Q: Will Pantry Express automatically remember my password?
• A: No, we only maintain a session cookies of your login information in your computer when you sign in. The cookies shall expired after you sign out or a period of time. Once the cookies is expired, you need to sign in to the system again to make your purchases.
• Q: How do I change my personal information?
• A: By going to My Account, you can change your password, e-mail address, delivery address and other personal information online.
• Q: Is it safe to use my personal information to Pantry Express over the Internet?
• A: Yes. We deploy Secure Sockets Layer (SSL) technology which encrypts your payment information and other personal information so it cannot be read as it travels over the Internet. Please see our Security Statement.