doropu_faq

Frequently Ask Questions

General

Q: How to place an order?
A: Making a purchase with us is simple. However, to get started, you’ll need an account. And
here’s what you need to do:
1. Register a Doropu account
2. Top up your Doropu wallet
3. Wait for the price you are willing to pay and click BUY
4. Double check your shipping details and select your preferred payment method
5. Once done, just sit back, relax and wait for your item to arrive
Q: Can I place multiple orders for a same product?
A: No. Only one account with unique and non-repetitive address and phone number is allowed to place one time order.

Delivery

Q: How much do you charge for shipping?
A: All standard shipping within Malaysia is absolutely FREE!
Q: How do I track my order status?
A: Once you have completed your purchase, you will be given a tracking number for your product. You can check the shipping status of your product through our courier partner’s tracking system.
Q: I can’t track my order on the tracking page. What do I need to do?
A: Your parcel might just have been handed over to our respective courier partner. Tracking information would only be available in the system 24 hours after handover.
Please contact us at www.doropu.com.my/contact or via our live chat system with your order number and the item’s details if you are still unable to track your parcel by the following business days after item has been shipped out. We will assist you to resolve the issue with immediate action.
Q: What shipping options does Doropu offer?
A: Doropu has partnered with a few reputable courier services provides such as PosLaju, Ninja Van and all the shipping fee will be borne by Doropu. You do not need to pay extra for the shipment of products.
Q: When will I receive my item?
A: After you have successfully purchase your item, Doropu Customer Service team will conduct a verification process and send you an email and SMS. After your order is verified, you can expect to receive your order within the following time frame:
West Malaysia: 1 – 3 working days (except Sunday and holidays)
East Malaysia: 3 – 5 workings days (except Sunday and holidays)
Q: What if I am not home when the package arrives?
A: A delivery notification card would be placed in your mailbox. We will also send an SMS notification informing you in regards to the status of your delivery. A maximum of 3 delivery attempts would be made.
Q: Do you deliver during weekends and holidays?
A: Unfortunately, our courier partners are unable to deliver during weekends or public holidays.
Please expect to receive your parcel on working days only.
Q: Can Doropu deliver my items to my office?
A: Yes, we can. We will deliver your items as per address provided during checkout.
Q: Does Doropu ship internationally?
A: We do not ship internationally at the moment.
Q: I have received an incorrect item, what should I do?
A: We strive to get your order right every time but as humans, we make mistakes too. If you have received an incorrect item, please do not hesitate to reach out to us at [email protected]
Q: Does Doropu offer express delivery?
A: Yes, we offer same day & next day delivery services. However, there are additional charges applied.
Q: Can I change the delivery address of my existing order?
A: Please notify us immediately by calling our Customer Service Team on 1700-81-7736 (Mon-Fri: 9 am to 9 pm | Sat-Sun and Public Holidays: 9 am to 6 pm) or talk to us via Doropu Live Chat on our website.

Returns

Q: What is the Returns and Refund Policy?
A: Please visit https://www.doropu.com/refund/ to get more details.

Payments

Q: Which payment method do you accept?
A: We offer various method for you to pay for your product, including major credit cards, direct debit and direct bank transfer.
All provided credit and/or debit card information will be encrypted Secure Socket Layer Technology (SSL) and stored with an AES-256 encryption through the Payment Card Industry Data Security Standard (PCI-DSS) that help to ensure the security of credit and/or debit card information handling by us and its service providers, and that managed by PCI Security Standards Council which is a joint effort of brands like Visa, MasterCard, American Express and Discover. Your credit and/or debit card information shall be deleted after the booking and/or purchase completion.
Q: Do you keep my credit card details?
A: Your security is important to us and we take it very seriously. Every credit card transaction occurs within a secure environment. We do not retain your credit card information after your order is completed; it is submitted directly to our banks.
Q: Can I request for an official receipt?
A: An official receipt will automatically be send to your registered email after payment has been made. If you have not received the receipt, kindly check your junk or spam mailbox. If issue still persist, kindly call our Customer Service Team at 1700-81-7736 (Mon-Fri: 9 am to 9 pm | Sat-Sun and Public Holidays: 9 am to 6 pm). Alternatively, you can chat with us via our website Live Chat system.
Q: How can I know the payment status of my order?
A: An email notification will be sent to you once the order has been confirmed. You may also check the status of your item by calling our Customer Service Team on 1700-81-7736 (Mon-Fri: 9 am to 9 pm | Sat-Sun and Public Holidays: 9 am to 6 pm). Alternatively, you can chat with us via our website Live Chat system.

My Account

Q: Do I need to create an account to start shopping on Doropu?
A: Yes, it’s very simple! Just follow the steps below:
– Go to the following link: https://mobile.doropu.com/register
– Fill in your personal details with your valid handphone number
– Voila. You can start shopping with Doropu!
Q: Can i change my personal detail after i have registered?
A: You are allow to change your personal detail ONE time only. If you need to amend your
personal detail after that, please call our Customer Service Team on 1700-81-7736 (Mon-Fri: 9
am to 9 pm | Sat-Sun and Public Holidays: 9 am to 6 pm). Alternatively, you can chat with us
via our website Live Chat system.
Q: I cannot log onto my account on Doropu. What should I do?
A: If you have forgotten your email address or password, kindly click “forget password” under the sign-in page. If issue still persist, kindly contact our Customer Service Team at 1700-81-7736 (Mon-Fri: 9 am to 9 pm | Sat-Sun and Public Holidays: 9 am to 6 pm). Alternatively, you can chat with us via our website Live Chat system.
Q: Is it safe to order from Doropu?
A: Any personal information given to Doropu will be protected as per our terms and conditions. Doropu server will secure your personal information with up-todate firewall and advanced encryption techniques during the ordering process.

Other issues

Q: How can I contact Doropu?
A: You can reach us at 1700-81-7736 (Mon-Fri: 9 am to 9 pm). Alternatively, you can chat with us via our website Live Chat system and our friendly Customer Service Agent will review your request and respond. You can also send us an email at [email protected].

doropu-faq
DOROPU-Logo_White

FAQ

General

Q: How to place an order?
A: Making a purchase with us is simple. However, to get started, you’ll need an account. And here’s what you need to do:

1. Register
2. Top up Doropu Wallet
3. Wait for the price you are willing to pay and BUY
4. Patiently wait for the item to reach
5. Unbox the item
6. Show off to your friend your newly purchase item
7. Happy
8. Repeat step 2.

Delivery

Q: How do I track my order status?
A: Once you have completed your purchase, you will be given a tracking number for your product. You can check the shipping status of your product through our courier partner’s tracking system.

Q: I can’t track my order on courier tracking page. What I need to do?
A: If you are unable to track your package on the courier tracking page, your parcel might have just been handover to our respective courier partner. The tracking information with our logistic partners will be available within 24 hours after shipping.

Please contact us at www.doropu.com.my/contact or via our live chat system with your order number and the item’s details if you are still unable to track your parcel by the following business days after item has been shipped out. We will assist you to resolve the issue with immediate action.

Q: What shipping options does Doropu offer?
A: Doropu has partnered with a few reputable courier services provides such as PosLaju, Ninja Van and all the shipping fee will be borne by Doropu. You do not need to pay extra for the shipment of products.

Q: When will I receive my item?
A: After you have successfully purchase your item, Doropu Customer Service team will conduct a verification process and send you an email and SMS. After your order is verified, you can expect to receive your order within the following time frame:
West Malaysia: 1 – 3 working days (except Sunday and holidays)
East Malaysia: 3 – 5 workings days (except Sunday and holidays)

Q: What if I am not at home when the package arrives?
A: In case no one is available to sign and receive your item when the courier attempts to deliver, they will leave a notification card at the delivery address confirming that they have tried to deliver. We will also send an SMS notifications to inform you regarding the status of the delivery. We will make 3 attempts to delivery the item to you.

Q: Do you deliver during weekends and holidays?
A: Unfortunately, our courier partners are unable to deliver during weekends or public holidays. Please expect to receive your parcel on working days only.

Q: Can Doropu deliver the package to my office?
A: Doropu will deliver your item following the address you provide during checkout, whether it is your house address or office address.

Q: Does Doropu offer international shipments?
A: International shipment is not available by Doropu at the current moment.

Q: I have received an incorrect item, what should i do?
A: Doropu strive to get your order right every time but as human we do make mistakes sometimes. If you have received an incorrect item, please do not hesitate to visit our website and raise up your case. We will try to sort it out for you as soon as possible. Alternatively you can email your case with your transaction number to [email protected]

Q: Is there any domestic area Doropu cannot deliver to?
A: Not a problem as Doropu can deliver to all serviceable areas.

Q: How can I know the exact date and time of the delivery?
A: The delivery time depends on the destination of the shipment and the delivery schedule of our courier partners towards your location. Hence, we are unable to provide you the exact date and time of the delivery.

Q: I need my order now, Can Doropu speed up the delivery?
A: Unfortunately, we are unable to speed up the delivery. Please refer to the promised delivery date provided when your order was confirmed. Rest assure here in Doropu we are working hard to process your shipment as fast as possible.

Q: How can I change delivery address for my existing order?
A: Please notify us immediately by calling our Customer Service Team on 03 2614 4168 (Mon-Fri: 9 am to 9 pm | Sat-Sun and Public Holidays: 9 am to 6 pm) or talk to us via Doropu Live Chat on our website.

Returns

Q: What is the Returns and Refund Policy?
A: Please visit https://www.doropu.com/refund-and-cancellation-policy/ to get more details.

Payments

Q: Which payment method do you accept?
A: We offer various method for you to pay for your product, including major credit cards, direct debit and direct bank transfer.

All provided credit and/or debit card information will be encrypted Secure Socket Layer Technology (SSL) and stored with an AES-256 encryption through the Payment Card Industry Data Security Standard (PCI-DSS) that help to ensure the security of credit and/or debit card information handling by us and its service providers, and that managed by PCI Security Standards Council which is a joint effort of brands like Visa, MasterCard, American Express and Discover. Your credit and/or debit card information shall be deleted after the booking and/or purchase completion.

Q: Do you keep my credit card details?
A: Your security is important to us and we take it very seriously. Every credit card transaction occurs within a secure environment. We do not retain your credit card information after your order is completed; it is submitted directly to our banks.

Q: Where can I request an official receipt?
A: An official receipt will automatically send to your registered email after you have make your payment. If you have not receive the receipt, please feel free to call our Customer Service Team on 1700-81-7736 (Mon-Fri: 9 am to 9 pm | Sat-Sun and Public Holidays: 9 am to 6 pm). Alternatively, you can chat with us via our website Live Chat system.

Q: How can I know payment status of my order?
A: An email notification will be sent to you once the order has been confirmed. You may also check the status of your item by calling our Customer Service Team on 1700-81-7736 (Mon-Fri: 9 am to 9 pm | Sat-Sun and Public Holidays: 9 am to 6 pm). Alternatively, you can chat with us via our website Live Chat system.

My Account

Q: Do i need to create an account to start buying in Doropu?
A: Yes. However to create an account with Doropu is very easy. Just follow the step below:
– Click on this link: https://mobile.doropu.com/register
– Fill in your personal detail and valid telephone number
– Voila. Start buying with Doropu

Q: Can i change my personal detail after i have registered?
A: You are allow to change your personal detail ONE time only. If you need to amend your personal detail after that, please call our Customer Service Team on 1700-81-7736 (Mon-Fri: 9 am to 9 pm | Sat-Sun and Public Holidays: 9 am to 6 pm). Alternatively, you can chat with us via our website Live Chat system.

Q: I cannot log in my account on Doropu, what should i do?
A: If you find that your email address or password is not recognised, please make usre you are using the same email address and password you used when you registered with us. If you cannot remember your password, just click on the “Forgotten Password” box on the “Sign in” page, and we will send you an email to reset your password. If you still are not getting anyway please feel free to chat call us at 1700-81-7736 (Mon-Fri: 9 am to 9 pm | Sat-Sun and Public Holidays: 9 am to 6 pm). Alternatively, you can chat with us via our website Live Chat system.

Q: Is it safe to order online?
A: Any personal information given to Doropu will be protected. Your information will not be disclosed to any third parties. Doropu server will secure your personal information with up-to-date firewall and advanced encryption techniques during the ordering process.

Other issues

Q: How can i contact Doropu?
A: You can reach Doropu at 1700-81-7736 (Mon-Fri: 9 am to 9 pm). Alternatively, you can chat with us via our website Live Chat system and our friendly Customer Service Agent will review your request and respond. You can also send us an email at [email protected].