Shipping policy
PAYMENTS
We currently use Fiuu (formerly known as Razer Merchant Services) to process all online transactions on thermos.com.my. Fiuu is a leading payment gateway in Southeast Asia, trusted by global brands and supporting over 110 payment methods. It complies with the highest global security standards, including PCI DSS Level 1 and ISO 27001:2022 certifications, and adheres to the Malaysian Financial Services Act 2013. Fiuu also uses advanced fraud detection systems to ensure secure and seamless transactions, providing a smooth checkout experience with 99.99% uptime reliability.
We accept payment methods as below:
Online Banking
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Debit/Credit Cards
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E-wallets
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ORDER CANCELLATION
If you wish to cancel or change your order for any reason, please contact us immediately at customerservice@thermos.com.my. Please quote your order number. We will do our best to accommodate your request. However, we cannot change or cancel an order once it is in the shipping process.
THERMOS Malaysia reserves the right to cancel any order that is subject to technical issues/price inaccuracy and appears to be suspect or fraudulent. All suspicious transactions will be reported to proper authorities.
DELIVERY TIME
Delivery of the goods shall be made to the address specified by the buyer in the order. If the product you purchased is available, it will be shipped to you upon receipt of payment.
All orders are processed within 1-2 business days (excluding weekends and public holidays) after receiving your order confirmation email. Once the order has been processed and shipped, kindly expect the following business days to be delivered:
| WEST MALAYSIA | EAST MALAYSIA | |
|---|---|---|
| DELIVERY TIME | ESTIMATED 2-3 BUSINESS DAYS | ESTIMATED 7-12 BUSINESS DAYS |
The delivery time provided is based on the best estimation. We may not be responsible for any delay, traffic flow, weather conditions or unforeseen circumstances that may cause potential delays.
Once your purchase has been shipped out, you will receive an email confirmation of when your order was shipped. You can track your order online 24hours / 7 days via DHL.
DELIVERY RATE
Starting from 29th April 2025, our shipping rates will be updated as follows:
West Malaysia: RM8 flat rate for orders below RM100; free shipping for orders RM100 and above.
East Malaysia: RM15 flat rate for orders below RM250; free shipping for orders RM250 and above.
| REGION | MIN. SPEND | SHIPPING RATE |
|---|---|---|
| WEST MALAYSIA | ORDER < RM100 | RM8 |
| ORDERS ≥ RM100 | FREE | |
| EAST MALAYSIA | ORDER < RM250 | RM15 |
| ORDERS ≥ RM250 | FREE |
All goods shipped are insured against loss and damage whilst they are in transit. Goods returned to us by the buyer will travel at the buyer’s risk and expense. If the buyer refuses acceptance of delivery or of a part thereof, he/she has to bear all expenses caused by or arising out of this.
THERMOS Malaysia does not provide any international shipping at the moment. For more information, please email us at customerservice@thermos.com.my
SELF-PICK UP
Self-pickup is only available for shipments within Malaysia and subject to terms and conditions. For self-pickup requests, kindly select "Pickup in store" during checkout. You will receive a notification email once your item is ready to be picked up. Orders must be picked up between 10:00am – 5:00pm, Monday – Friday (exclude Selangor state public holiday) from:
Thermos Malaysia Sdn. Bhd.
199001013028 (204598-A)
No1 & 2, Jalan TP3,
Taman Perindustrian Sime UEP,
47620 Subang Jaya, Selangor.
Tel: 03-8021 6626
Fax: 03-8021 6636
Email: customerservice@thermos.com.my
RETURNS
Once purchased, goods are not to be refundable, returned, transferred or exchanged. You may only return your order due to any of the following reasons:
| REASON | DESCRIPTION |
|---|---|
| DAMAGED | THE PRODUCT IS DAMAGED DURING DELIVERY |
| DEFECTIVE | THE PRODUCT DOES NOT FUNCTION AS DESCRIBED IN ITS MANUFACTURER SPECIFICATION |
| INCORRECT/WRONG ITEM | NOT THE PRODUCT THE CUSTOMER ORDERED (E.G. WRONG SIZE, WRONG COLOR OR WRONG MODEL) |
For any cases of dented or defects of the product, customers should inform THERMOS customer service within 48 hours from receiving date or else void exchange. In the event a Merchant ceases trading during the validity period, you may offer an alternative of equal value, or may request a refund by writing to customerservice@thermos.com.my. Before return product/products to us, please call +603-8021 6626 to let our customer service team assist you. Returned item must be shipped back to us within seven (7) calendar days from the day you received item. The goods must be in new condition and returned in the original packaging along with all accessories (including manuals), proof of purchase (order number, buying invoice or other relevant information) and free gifts received with it (if included).
Goods returned to us by the buyer will travel at the buyer’s risk and expense. Refund can only be made to the credit or debit card used to purchase the products. No refund is available after the expiry date.
Please email us at customerservice@thermos.com.my to assist you for return and refunds.
E-INVOICE
For purchases made through the official online store, should you require an e-Invoice, please
click [E-invoice Request Form] to submit your request and provide necessary details to facilitate
the issuance. Customers are encouraged to submit their e-Invoice requests within a month of
the transaction date to ensure timely processing and compliance with applicable tax
regulations. For further assistance, please contact our customer service team.