Placing and Tracking OrdersWhat forms of payment do you accept?
For the ONE® online store, we accept payment via PayPal only. If you have Momentum Points, you may opt to pay with it as well.How do I find my order number?
After you have placed your order, you'll receive a confirmation email that contains your order number.
How do I track the status of my order?
When your order is shipped, you will receive an email confirmation. In the email, you will be given a link to ‘Track your order’.
Shipping and Delivery
Where can my orders be delivered to?
All orders can be shipped to all registered addresses in Malaysia – both Peninsular and East Malaysia.
Can my orders be shipped to a P.O. Box?
Unfortunately, we are unable to ship to a P.O. Box.
Can my order be shipped overseas?
Unfortunately, all orders can only be shipped within Malaysia. We have a separate website that ships to USA and Canada, and a website that ships to United Kingdom.
Can I re-route a shipped package to another address?
For security reasons, we're unable to redirect a shipped package. We apologize for any inconveniences. If our shipper is unable to deliver the package to the address you have provided, the parcel will be returned to our fulfilment centre and processed as a return.
What is the delivery time to an address?
Peninsular Malaysia – 1 to 3 working days.
East Malaysia – 2 to 5 working days.
How do I qualify for free shipping?
For orders via PayPal which amounts to RM30 or above, you will receive free shipping.
If you intend to redeem your Momentum Points for products and merchandise and the total Momentum Points redeemed is above 1200 Momentum Points, you will also be entitled to free shipping.
How much do you charge for shipping for orders below RM 30 or 1200 Momentum Points?
We have a standard shipping charges:
Peninsular Malaysia – RM8.00 (inclusive GST)
East Malaysia – RM15.00 (inclusive GST)
Returns, Replacements and Exchanges
Do you accept product returns?
Due to the intimate nature of sexual health products and health regulations regarding medical devices, we are unable to accept product returns.
What do I do if I have received product that is damaged during shipping?
If you have ordered online at our website and received product that is damaged during shipping, please email email@example.com within 48 hours of receipt and we will ship you a replacement.
Who do I contact if I am not completely satisfied with my purchase?
If you are not completely satisfied with your purchase, please contact customer service at firstname.lastname@example.org within 30 days of receipt of your order and kindly state your dissatisfaction.
Who do I contact if I have a quality-related issue or concern regarding your product?
Please email us at email@example.com. At ONE, we take the quality of our products — and the health and safety of our customers — very seriously. We’re here to help, and we investigate thoroughly when it comes to any concerns regarding product quality. Depending on the issue, a quality-related concern is the only reason why we may ask you to send the product back to us. But that’s for quality inspection and testing, not restocking.