FAQ
Accounts
- How to change my account personal information and shipping address?
Log-in your account → Click on “Account details → Edit your account information here.
- I forgot my Password for my account. What should I do to retrieve it?
- Click on “Lost Password?” and fill your email that used to register the account in the box.
- Click Submit.
- A verification token will be sent to you. Once you have received the token, you will be able to choose a new password for your account.
- How do I check my account details, e.g: orders history, address and log out?
Log-in your account → Click on “Dashboard”, you will see all the information in the overview page. Detail can be seen from the respective pages.
Order
- How do I purchase my order on the site?
To order your purchase:- - Click “Add to cart” button on the products you wish to purchase.
- Click “Continue Shopping” to continue add other products into the cart or click “View Cart or Cart Icon” to proceed your payment for the products.
- You’ll reach a log in page where you need to log in your account using your Username and Password. If you don’t have an account created yet, you need to register an account before you proceed your payment.
- You’ll need to confirm your shipping address on the “Shipping Address” page and click “next” button. (If you do not see your address postcode in the dropdown list, your address is out of our delivery coverage)
- From here, you need to select your shipping methods and click “next” button.
- Next you’ll need to choose your payment method then click “next” button.
- After the steps before this have been done, You need to reconfirm your billing details and agree on the terms and condition.
- Click “Place Order” to complete the order.
- Can I cancel an existing order that have been made?
Yes, only if the product(s) is still not deliver yet. Please contact us in the “Contact Us” section in the Site with the message title “Request to cancel order” in order to inform us about the cancellation order.
Note: Orders that are in shipping or shipped will not be cancelled.
Payment
Q. What are the payment methods available?
Go Noodle House Webstore Platform currently offers Payment Methods as shown below :-
- iPay88 (Online Banking FPX, eWallets and Cards)
Delivery
Q. How long does the delivery usually takes?
Orders made before every Wednesday 12pm will proceed for delivery on the coming Saturday. If you are ordering for a special occasion and need to be delivered on other day, there will be an additional surcharge on the delivery fee.
Delivery day will be rescheduled on other day if public holiday fall on Saturday. We will let you know in advance for our delivery date via email (tracking number will show delivery date instead of tracking code).
Delivery time will be depending on the third party logistics rider’s schedule and route. The delivery time is between 9am – 8pm. Request for specific delivery time is not allowed.
P.S: Please let us know if you have trouble receiving on the email-stated date, within 24-hours from email’s date and time. Our appointed logistic partner will treat the delivery as “Delivery attempted, recipient not home” if there is no response from recipient after waited for 10 minutes at the delivery address. If the delivery status have become “Delivery attempted, recipient not home”, there will be additional shipping charge should customer request to resend the order on another day.
Disclaimer: The delivery service is provided by our appointed logistic partner, who is an independent third-party transporter, and is only responsible to deliver the products to respective orders’ shipping addresses. Please do NOT contact them directly.
- Which area does your delivery support?
Currently our delivery areas only cover Malaysia – Klang Valley Area. During checkout, please ensure that the postcode in your shipping address is correct. If you are unable to find your address postcode in the dropdown list, your address is not in our delivery zone.
More areas in Malaysia to be available soon. Stay tune!
- Can I change my delivery address?
Yes. You may only change the delivery address 36 hours before the delivery day on Saturday 9am.
Please contact us at www.gonoodlehouse.com.my/contact-us
- Can I request to self-collect my order at your outlets?
Sorry, currently self-collect is not supported at the moment, please stay tune for update.
- Why is your delivery fee so expensive?
We have to charge a high delivery fee due to the nature of our products. Most of our products are frozen and food products, hence we have to engage special courier service for delivery. Your understanding on this is much appreciated. You may follow our Facebook and Instagram to look out for our promotions and free shipping vouchers!
Return and refund
Q. What is the acceptable reason for return and refund of products?
Return and/or refund of products can be arranged under the following reason:
- If the products delivered is in damaged or defective condition; or
- If the products is near expiry or expired; or
- If the products is different from the Order delivered. Products for return or refund shall be returned in its original condition, quantity and packaging as it first delivered to customer together with proof of purchase.
- How do I request for a return/refund?
Please notify us via the “Contact Us” to report on the products upon 3 days of receiving the goods.
Please allow up to 7 working days for your inquiry to be processed.
Please refer to our Return & Refund Policy for more information.
- How soon can I get my refund once my refund is approved/ after the return?
Our default refund method is to credit the amount to customer account’s Store Credit. Refund to Store Credit may take up to 2 working days from the date of approval of refund.
- The refund amount is credited to my Store Credit, but I want it back to my bank account!
Do not be worried. If the refund amount is already credited back to your Store Credit, you may submit another application to us via “Contact Us” to request for withdrawal. We will request for your bank account detail and refund the amount to your bank account. Please ensure that the bank account’s beneficiary detail that you provide to us is the same as the GNH eStore Account Holder name/ Original Payment’s Payer Name. Kindly be noted that the refund to bank account may take up to 20 working days from the date of approval of refund.
General
Q. I still have doubts!
Sorry that we’re unable to clear your doubts in the F.A.Q page. Please contact us in the “Contact Us” section in the Site for us to clear your doubts.
Edited: 30th March 2022