Below are frequently asked questions, you may find the answer for yourself

1. Delivery

   1. Where do you deliver to?

      For Penang Pastes, we deliver to the whole of Malaysia; including Sabah, Sarawak and Labuan. For Frozen Food, we currently deliver only to Penang, Kuala Lumpur, and Selangor. We are working to expand our network for Frozen Food delivery very soon.

   2. Delivery Charges

      Penang Pastes
      For Semenanjung Malaysia/West Malaysia, we offer FREE delivery with all of our Combo A,B,C.

      For Sabah, Sarawak and Labuan, there’s a delivery fee of RM20 for delivery.

      *Normal Delivery Price*
      Semenanjung Malaysia/West Malaysia - RM10

      *Normal Delivery Price*
      For Sabah, Sarawak and Labuan - RM30

      Frozen Food
      We offer FREE delivery with all of our Frozen Food Combos to Penang, Kuala Lumpur, and Selangor.

      *Normal Delivery Price*
      Penang, Kuala Lumpur, and Selangor - RM15

   3. How long does it take to deliver?

      Penang Pastes
      We freshly make our pastes on a daily basis. As soon as we receive your order, we begin the processing procedure right away.

      Processing and packing takess around 1-2 working days and delivery will take around 1-3 working days in West Malaysia. Please allow for longer waiting times for East Malaysia (estimated at 7-10 days).

      Frozen Food
      Our Frozen Food is packaged on a weekly basis and is stored in our specially designed frozen facility. We send out all our Frozen Food orders once a week on Tuesdays (or Wednesdays if Tuesday is a public holiday). Delivery takes between 1-3 working days.

   4. Do you guys offer COD (Cash on Delivery)?

      We do not currently accept Cash on Delivery.

   5. How do I track my delivery?

      Penang Pastes
      As soon as you complete your order, we will send you an order confirmation email. After your order has been processed, we will send you another email with your tracking number. We use Best Express and you can track your orders at the following link: https://www.tracking.my/best

      Frozen Food
      As soon as you complete your order, we will send you an order confirmation email. We do not provide tracking services for our frozen food yet; however, our delivery partner will give you a call before delivering your goods to the delivery address.

2. How to cancel or change my order?

   While we do not encourage anyone to change or cancel their order, if you would like to make amendments to your order, you can contact our customer service team via our Facebook page https://facebook.com/pinxinvegan. Please provide our team with your order number. We cannot cancel or change your order items, after the order has been processed. You will be receiving an email after your order has been processed.

3. I’m not happy with my order, can i get a refund or replacement?

   Unfortunately, we do not accept refund requests for orders that have been delivered. In special cases, when an incorrect amount has been charged or any breakage, we will resend your order or refund the difference to your preferred bank account.

   If there are any problems with the delivered items, such as damage to the bottles or frozen food packages , we will send you a replacement. Please send over any photos of the damaged items when messaging our customer service via our Facebook page (https://facebook.com/pinxinvegan)

4. Payment Method

   Pinxin Vegan uses third party payment gateway Senang Pay. Senang Pay accepts debit and credit cards (Visa and Mastercard) from all major Malaysian banks. You may also use E-Wallet, such as TouchnGo and Boost to make your payment on Senang Pay.

   We do not currently accept payments via American Express.

5. How does the V-Points system work?

   V-Points is a reward system that currently allows you to accumulate points that can be used to offset the price of your future purchases with us or even in exchange for premium merchandise. We plan to announce other exciting ways for you to use our V-Points in the future so stay tuned!

6. How much is 1 V-Point worth?

   All buyers are entitled to earn 5 V-Points for every RM1 whenever purchases have been completed. Every 100 V-Points will entitle you to a RM1 discount off your future purchases.

7. How do I earn V-Points?

   V-Points will be credited to your profile. They can be earned in the following ways:
   • Successfully making a purchase of Penang Pastes or Frozen Food on vvibes.co. You will be credited points after you see the ‘Thank You’ page.
   • Leaving us a review on vvibes.co
   • Recommending/reviewing us on Facebook and linking us to the review
   • Sharing your purchase on your Facebook and/or Instagram feeds.
   • Referring your friends and family to our page. You will be rewarded points when they use your referral code at checkout.

8. Where can I spend V-Points?

   You can spend your V-Points on the next purchase to offset the price. We are in the midst of planning exciting ways for you to use your V-Points in the future so stay tuned!

9. Where can I check my V-Points balance?

   You can check your V-Points balance on VVibes Profile Page.