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FAQ 常见问题

Q: What are your delivery options?
除了配送,我可否上门自取订单?

 
We provide both delivery and Self-pick up service. All Orders will have to be made at least 3 days in advance before delivery or self-pickup date. For Self collect at our store, Zero shipping fee will be imposed.

Self-Pickup Locations
You may choose to pick-up your purchase at our outlet below during payment checkout. Our staff will contact you via WhatsApp once it is ready for collection on your selected date.

The Frozen Factory (A&O Frozen Mart Sdn Bhd)
Address 45, Jalan Dedap 23, Johor Jaya, 81100 Johor Bahru, Johor
Phone 07-351 2257
Collection Time 8.00 am – 6.00 pm
 
 
我们提供自取及配送服务,订单处理时间为3天。前來The Frozen Factory自取订单者将不会被征收任何额外费用。
请你在购物单计算的時候选择【上门自取】选项,在处理好您的订单之后,我们的服务专员会将建议上门自取日期传送给您。

自取地点
The Frozen Factory (A&O Frozen Mart Sdn Bhd)
地址 45, Jalan Dedap 23, Johor Jaya, 81100 Johor Bahru, Johor
电话 07-351 2257
上门自取时间 8.00 am – 6.00 pm
 
 

Q: What are your shipping charges?
运输费是如何计算呢?

       
Free delivery for order RM 150 or above, within Johor Bahru area only.(Except Excluded Area : Senai)
For order less than RM 500 for areas outside Johor Bahru & excluded area  (min purchase of RM 80), the following flat delivery fee will be incurred for every transaction.
 
JB > ISKANDAR PUTERI  RM9
JB > SENAI RM20
JB > MELAKA / PAHANG / N.SEMBILAN / KL / SELANGOR RM35
JB >  PERAK / PENANG / KEDAH RM35
 
 
根据购物金额及所在地区的不同,我们将为配送服务征收以下不同的费用。
新山地区,购物金额达RM 150或以上 > 免运费
 
新山配送至 伊斯干达 RM9
新山配送至 士乃 RM20
新山配送至 馬六甲 / 彭亨/ 森美兰 /吉隆坡/  雪兰莪地区 RM35
新山配送至 霹雳 / 槟城 / 吉打地区 RM35
 
 

Q: What are your payment options?
付款方式?

 
We accept the following payment methods:
  • Visa/ Master
  • FPX Online Banking
  • E-wallet (Boost, Grabpay, T & Go, Maybank QR Pay, MCASH)
 
 
关于所有配送服务以及线上下单,我们接受以下非现金结算方式:
  • Visa/ Master 卡
  • FPX 网上银行付款
  • 电子钱包 (Boost, Grabpay, T & Go, Maybank QR Pay, MCASH)
 
  Banking Account:
A & O FROZEN MART SDN BHD
Public Bank
3211149329
 
 
 

Q: How do I know if my order was received?
如何查询订单情況?

 
When you place an order you will receive an email from us. The order acknowledgement will contain your order number and order details. If you do not received any type of confirmation via email and are concerned if we have received your order, please contact us at 60167719972 or email us at [email protected].
 
 
完成后的订单会由系统处理並且发出电邮确认订单详情。如果你沒有收到订单确认邮件或者有其他疑问,请及时与我们客服联系,
电话 60167719972
电邮 [email protected]
 
 

Q: What if my delivery doesn't arrive when expected?
我的订单沒有如期送至怎么办?

 
Should your delivery arrive late, please contact us at 60167719972 or email us at [email protected].
 
 
如果您沒有在预定的期限內送到您的订单,请及时与我们客服联系。
电话 60167719972
电邮 [email protected]
 
 

Q: What if I want to return items?
我该如何提出退货退款申请?

 
If you are not satisfied with your order, please contact us at 60167719972 or email us at [email protected].  You may return the item(s) to us within 24 hours of the delivery date. If it is deemed appropriate, we will arrange an exchange of item(s) or refund of money, depending on the circumstance.
 
 
若商品存在品质问题,请及时与我们客服联系。
电话 60167719972
电邮 [email protected]
凡经查证与核实,在订单送抵的24小时之内,我们将依据情况进行换货或者退款。
 
 

Q: Can I cancel an existing order that has been made?
我该如何修改订单?

 
If you change your mind about your purchase, you have the option cancel your order if the order is still on pending status. please contact us at 60167719972 or email us at [email protected]. for request to cancel order.
Once the order is locked for processing, order can no longer be cancelled.
 
 
如要修改或取消订单,请及时与我们客服联系,并重新下单订购您所需要的商品。
电话 60167719972
电邮 [email protected]
 
 
 
 

Policy条规

Last updated September 04, 2020

Thank you for choosing to be part of our community at A & O FROZEN MART SDN BHD, doing business as The Frozen Factory. We are committed to protecting your personal information and your right to privacy. If you have any questions or concerns about this privacy notice, or our practices with regards to your personal information, please contact us at [email protected]

When you visit our website THE FROZEN FACTORY , and more generally, use any of our services, we appreciate that you are trusting us with your personal information. We take your privacy very seriously. In this privacy notice, we seek to explain to you in the clearest way possible what information we collect, how we use it and what rights you have in relation to it. We hope you take some time to read through it carefully, as it is important. If there are any terms in this privacy notice that you do not agree with, please discontinue use of our Services immediately.

This privacy notice applies to all information collected through our Services (which, as described above, includes our Website), as well as any related services, sales, marketing or events.

Please read this privacy notice carefully as it will help you understand what we do with the information that we collect.

 

1. What information do we collect?

 
Personal information you disclose to us. 
In Short:  We collect information that you provide to us.
We collect personal information that you voluntarily provide to us when you express an interest in obtaining information about us or our products and Services, when you participate in activities on the Website (such as by posting messages in our online forums or entering competitions, contests or giveaways) or otherwise when you contact us.

The personal information that we collect depends on the context of your interactions with us and the Website, the choices you make and the products and features you use. The personal information we collect may include the following:

Personal Information Provided by You. We collect names; phone numbers; email addresses; billing addresses; and other similar information.
All personal information that you provide to us must be true, complete and accurate, and you must notify us of any changes to such personal information.
 
 

2. How do we use your information?

 
In Short:  We process your information for purposes based on legitimate business interests, the fulfillment of our contract with you, compliance with our legal obligations, and/or your consent.

We use personal information collected via our Website for a variety of business purposes described below. We process your personal information for these purposes in reliance on our legitimate business interests, in order to enter into or perform a contract with you, with your consent, and/or for compliance with our legal obligations. We indicate the specific processing grounds we rely on next to each purpose listed below.

We use the information we collect or receive:
  • Fulfill and manage your orders. We may use your information to fulfill and manage your orders, payments, returns, and exchanges made through the Website.
  • Administer prize draws and competitions. We may use your information to administer prize draws and competitions when you elect to participate in our competitions.
  • To deliver and facilitate delivery of services to the user. We may use your information to provide you with the requested service.
  • To respond to user inquiries/offer support to users. We may use your information to respond to your inquiries and solve any potential issues you might have with the use of our Services.
  • For other business purposes. We may use your information for other business purposes, such as data analysis, identifying usage trends, determining the effectiveness of our promotional campaigns and to evaluate and improve our Website, products, marketing and your experience. We may use and store this information in aggregated and anonymized form so that it is not associated with individual end users and does not include personal information. We will not use identifiable personal information without your consent.
 
 

3. Will your information be shared with anyone?

 
In Short:  We only share information with your consent, to comply with laws, to provide you with services, to protect your rights, or to fulfill business obligations.

We may process or share your data that we hold based on the following legal basis:
  • Consent: We may process your data if you have given us specific consent to use your personal information in a specific purpose.
  • Legitimate Interests: We may process your data when it is reasonably necessary to achieve our legitimate business interests.
  • Performance of a Contract: Where we have entered into a contract with you, we may process your personal information to fulfill the terms of our contract.
  • Legal Obligations: We may disclose your information where we are legally required to do so in order to comply with applicable law, governmental requests, a judicial proceeding, court order, or legal process, such as in response to a court order or a subpoena (including in response to public authorities to meet national security or law enforcement requirements).
  • Vital Interests: We may disclose your information where we believe it is necessary to investigate, prevent, or take action regarding potential violations of our policies, suspected fraud, situations involving potential threats to the safety of any person and illegal activities, or as evidence in litigation in which we are involved.

More specifically, we may need to process your data or share your personal information in the following situations:
  • Business Transfers. We may share or transfer your information in connection with, or during negotiations of, any merger, sale of company assets, financing, or acquisition of all or a portion of our business to another company.
  • Affiliates. We may share your information with our affiliates, in which case we will require those affiliates to honor this privacy notice. Affiliates include our parent company and any subsidiaries, joint venture partners or other companies that we control or that are under common control with us.
  • Business Partners. We may share your information with our business partners to offer you certain products, services or promotions.
  • Other Users. When you share personal information or otherwise interact with public areas of the Website, such personal information may be viewed by all users and may be publicly made available outside the Website in perpetuity. Similarly, other users will be able to view descriptions of your activity, communicate with you within our Website, and view your profile.
 
 

4. Do we use cookies and other tracking technologies?

 
In Short:  We may use cookies and other tracking technologies to collect and store your information.

We may use cookies and similar tracking technologies (like web beacons and pixels) to access or store information. Specific information about how we use such technologies and how you can refuse certain cookies is set out in our Cookie Notice.
 
 

5. How can you contact us about this notice?

 
If you have questions or comments about this notice, you may email us at [email protected] or by post to:
A & O FROZEN MART SDN BHD 
45, Jalan Dedap 23
Johor Jaya, Johor 81100
Malaysia.
 
 

How can you review, update, or delete the data we collect from you? 

Based on the applicable laws of your country, you may have the right to request access to the personal information we collect from you, change that information, or delete it in some circumstances. To request to review, update, or delete your personal information, please submit your request to our email at [email protected]

Delivery Payment
 
 

We deliver right
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Min RM150 spend - FREE DELIVERY

Johor Bahru
 

Min RM500 spend - FREE DELIVERY

Outside Johor Bahru