Order Issues

I'M MISSING AN ITEM FROM MY ORDER, WHAT DO I DO?
  • We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
  • If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you’re not missing anything.
  • If an item is missing, please contact our Customer Care team with the order number and the missing item’s name. We will resolve the issue for you as quickly as we can.
WHAT DO I DO IF I RECEIVE A FAULTY ITEM IN MY ORDER?

We want to sort out any issues with faulty items straightaway.

As soon as you discover a fault, please contact our Customer Care team with:

  • The order number
  • The faulty item’s name
  • A description of the fault

We’ll get back to you as soon as we can and send you a replacement item as quickly as we can.

I HAVE AN INCORRECT ITEM IN MY ORDER, WHAT DO I DO?

We want to sort out any issues with incorrect items straight away.

Please contact our Customer Care team with your order number and the incorrect item’s name.

We’ll get back to you as soon as we can and send you a replacement item as quickly as we can.

CAN I AMEND/CANCEL MY ORDER AFTER I'VE PLACED IT?

We’re really quick at packing your order up which means we can’t make any changes once you’ve placed it. This includes changing the delivery option, delivery address or payment method.

However, you can return any unwanted items for a refund once you’ve received your order. For more information on our Returns Policy, please click here.

WHY DOES MY ORDER STATUS SHOW ON-HOLD?

This means the order is awaiting for payment. The order will not be processed until payment is made.
Please note that all orders will only be held for 2 business days, failure to make payment will risk order being cancelled.

Bank Account Details:
Maybank
Whey Industries Sdn Bhd
5626  8320  6588

Please visit here for a detailed pictorial tutorial on How To Make A Payment.

WHY DOES MY ORDER STATUS SHOW PROCESSING?

If the status of your order is showing “processing”, it means we’re busy getting your order ready to be sent out! We try our best to deliver your order as quickly as possible, deliveries will normally take 3 to 4 business days.

If your order hasn’t arrived after 7 business days, just click here for help.

Payment Issues

HOW DO I MAKE A PURCHASE?

Purchasing with ONESHOT is just as easy as making your shakes!

In case we confuse you during your purchasing process, do click here to follow the pictorial tutorial.

HOW CAN I PAY FOR MY ORDER? WHAT'S NEXT?

You can use any of the payment types listed below to pay for your order:

  1. Direct Bank Online Transfer
  2. ATM Cash Deposit

Company Bank Details:
Maybank
Whey Industries Sdn Bhd
5626  8320  6588

Important Reminder:
Order ID must be used as the Payment Reference to allow us to better locate your order and get it ready to be shipped to you as soon as possible.
– Please note that your order will only be shipped when the funds have cleared in our account. The order will not be processed until payment is made.
– Please note that all orders will only be held for 2 business days, failure to make payment will risk order being cancelled.
– In reference to your Order ID, send us your Payment Receipt to sales@my.oneshotnutrition.asia

Our team will quickly organize your order to get it ready to be shipped out! An email will be sent to your primary email address to notify such successful payment!

Please visit here for a detailed pictorial tutorial on How To Make A Payment.

CAN YOU TELL ME ABOUT YOUR ONLINE SECURITY POLICY?

We’re committed to ensuring we keep our customers safe. In order to do this, we perform identity checks on some orders. If we’re unable to validate your identity, we may get in touch to ask for a little more information from you.

This will leave a soft footprint to let you know it’s been done. We don’t undertake any credit checks during this policy and rest assured these will not affect your credit rating.

In these rare cases, we make every effort to ensure we have the resources to stop any fraudulent activity and to help guarantee the security of your purchases and details.

DO I HAVE TO CREATE AN ACCOUNT TO PURCHASE ORDER?

No you don’t, we enable Guest checkout as an alternative. But the registration process is simple to do and allows you to order easily without having to fill in your details every time you shop with us.

Signing up with us means you’re entitled to receive benefits such as regular newsletters, and exclusive discount/promos and special offers.

You can join now, or you can start shopping straight away and set up your account when you checkout – whichever suits you best.

Just follow the easy steps on screen and remember to have your payment and address details to hand.

CAN YOU HELP ME WITH MY PROMO CODE?

You need to enter the code exactly as it was given to you, without any spaces. Type or copy and paste the code into the ‘Promo code’ box (you’ll find it on the ‘Checkout’ section, on top of the items in your order). It looks like this:

Once you’ve entered the code, click on ‘Update Cart’ and it will apply to your order. You’ll be able to check this underneath the items as the discount value will have been removed and the price amended.

You must enter the discount/promo code when you are checking out as it can’t be applied later.

If you find that your promo code isn’t working, then please check the below:

    • You can only use one discount/promo code per order. This applies to our free delivery codes too.
    • Discount/promo codes cannot be used for gift vouchers,  when paying for any delivery charges.
    • As our discount/promo codes vary so do the terms and conditions of each, so make sure you check when you receive any codes. Codes may only be valid for certain items and the majority of codes will have an expiry date. You should be able to find the terms and conditions in the same place you found the code, whether it be through an email or on our website. You can also check out our general terms and conditions regarding promo codes.
    • Some codes will only work for specific people or for specific countries. The terms and conditions will state if the code can only be used in a certain country. If you’ve received the code in an email from WHEYINDUSTRIES then the code may also be locked to that email address. Make sure you’re trying to use the code using your WHEYINDUSTRIES account that has the same email address as we sent the code to.

If your discount code is still not working after checking all of the above, then please get in touch with us.

Delivery Issues

WHAT IS THE DELIVERY CHARGE?

• Delivery charge is Flat Rate at RM10 for West Malaysia; RM18 for East Malaysia.

• Shipping is generally FREE for orders above RM150 in Malaysia, unless specified otherwise.

HOW DOES MALAYSIA STANDARD DELIVERY SERVICE WORK?

• Delivery is within 3-5 working days (West Malaysia)/ 4-7 working days (East Malaysia)  from the moment you make your payment.

• Delivery is Monday to Friday (excluding Public Holidays).

• A signature may be required on receipt.

*We aim to meet these delivery times, but during busy periods (including sale) deliveries may take a little longer. Occasionally tech updates to our systems or force majeure events, such as extreme weather conditions, will mean that these delivery services aren’t available, or that order cut-off times need amending and/or delivery times need to be extended. However, we will always work hard to keep these temporary changes to a minimum. WHEYINDUSTRIES cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier.

WHAT SHOULD I DO IF MY ORDER HASN'T BEEN DELIVERED YET?

Your estimated delivery date is 3-4 business days after payment is made – please allow until this date for your order to arrive.

If your estimated delivery date has passed and you haven’t received your order, just click here so we can help you further.

CAN I HAVE MY ORDER DELIVERED TO MY WORK ADDRESS?

We can deliver to your permanent residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as the courier will deliver to the place not the person.

Request For Refund

WHAT IS YOUR RETURNS POLICY?

If you’re looking to return a faulty or incorrect item, please get in touch so we can get this sorted for you.

Do you want to return something?

    • You can return any item (except for sale items) for a refund within 14 days of receiving your original order.
    • If you want a different item, the item you want is sold under a different product code, or the item you want is a different price to the price at which you bought the original product, then you’ll need to return the unwanted item for a refund and place a new order.
    • We’ll refund the price you purchased your item at. If you’d like a refund for your goods but you can’t return them to us for any reason, then a refund for those goods will be at our discretion.
    • All goods will be inspected on return. The goods are your responsibility until they reach our warehouse, so make sure it’s packed up properly and can’t get damaged on the way! We are not responsible for any items that are returned to us by mistake.
    • We try hard to accept all returns. They have to be in the original box and are securely packed. Where possible, returned items should include tags and any packaging.
    • In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
    • There’s no need to let us know you’re returning something, just fill it in the returns note here and pop it back to us.
HOW DO I RETURN SOMETHING TO YOU?

If you’re looking to return a faulty or incorrect item, please get in touch so we can get this sorted for you.

We want to give you a hassle-free way to return anything. You can return any item to us within 14 days of receiving your order (just make sure your items are in the original condition).

All we ask is that you make sure the order number is confirmed on your returns note. We can’t take care of your return without these details, so make sure the returns form is filled out and placed in your parcel. You can get your returns note here.

It can usually take up to 7 working days (excluding weekends and bank holidays) from the date of your return for your parcel to be delivered back to our warehouse and completed.

We’ll send you an email as soon as we’ve completed your return, letting you know whether a refund has been processed. This is usually done within 1 working day of receiving your return into our warehouse.

Any refund will automatically be issued to the payment method you used to place your original order. This typically takes 5 working days, depending on your payment method issuer.

We try hard to accept all returns. They have to be in the original box and are securely packed. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.

WHAT ADDRESS CAN I USE TO RETURN MY ITEMS TO YOU?

If you need to return something to us, please click here for the returns note which contains our warehouse address.

WHAT SHOULD I DO IF MY REFUND IS INCORRECT?

We’re really sorry if we’ve made a mistake with your refund!

If this is the case please contact our Customer Care Team and we’ll try and sort it out for you as soon as possible.

The following may affect the amount you have been refunded:

    • The delivery charge.
    • Any discounts that were applied at the time of sale, which may not now be applicable.
DO YOU REFUND DELIVERY CHARGES IF I RETURN SOMETHING?

We will usually refund you what you paid for your order but not the delivery charge, unless your entire order was faulty or incorrect.

For more information on our Returns Policy, just click here.

WHAT HAPPENS IF I FORGOT TO INCLUDE MY RETURNS NOTE?

Forget to include your returns note in your parcel? Don’t worry, please get in touch so we can get this sorted for you.

CAN I EXCHANGE AN ITEM?

If you’re looking to return a faulty or incorrect item, please get in touch so we can get this sorted for you.

Unfortunately, an exchange for a replacement will not be possible. However, you can return any unwanted items for a refund and place a new order. We want to give you a hassle-free way to return anything. You can return any item to us within 14 days of receiving your order (just make sure your items are in the original condition). For more information on our Returns Policy, please click here.