Frequently Ask Question (FAQ)

Frequently Ask Question (FAQ)

(a) Rewards

Step 1 – Sign up/Register for FREE and you’ll receive 100 points.
Step 2 – Like, Follow or Share our social medias (Facebook/Instagram/twitters), you’ll receive 50 points.
Step 3 – Earn 1 point for every RM1 spent when you place an order.
Step 4 – All points can be used to redeem our FREE gift or Voucher. T&C applied.

“Earn more points and enjoy more redemptions!”



(b) Order

Is ordering online secure?

Yes. We take the utmost care with the information that you provide us when placing an order on our website (or through any other means). The server that hosts our bookstore encrypts the transmission of all credit card and personal customer information using the Internet-standard SSL (Secure Sockets Layer) protocol. During the encryption process, information is scrambled into small bits of code that cannot be read as they travel to us over the Internet. Once we receive the encrypted information, we use a private, one-of-a-kind key to decode it.

All of the information you provide during the ordering process is restricted to our staff, and we make sure that all of our employees up-to date on our security and privacy policies. If you have further questions about the security of ordering online from the Turcomp Store, please feel free to e-mail us at ecommerce@turcomp.com


How do I place my order?

Once you have finished adding items to your shopping cart and are ready to complete your transaction, move your cursor to the lower-right corner of the screen and click on the “Checkout” button. You will then be transferred to our secure server and asked to either create a new account or place an order without an account.

Once you have decided how to proceed, you will be prompted to enter the name and address of the intended recipient of your shipment (i.e. your delivery information), followed by your billing details. You will have the option of indicating that the shipping and billing details are the same, if applicable.

After providing this information, you will need to click on the "Click to calculate shipping" button to determine your delivery charge, if applicable. Be sure to click on the "Apply to Order" button in order to have your savings calculated and applied to your order.

After completing the shipping information, you will need to enter in your payment details. Once you have completed the form, click on the "Review Order" button. You will be brought to a screen that provides an order summary. Once you are ready to complete your order, click on the "Submit order" button to thelower right of your screen. You will receive an on-screen order confirmation, as well as a second confirmation via e-mail.

Should you encounter any difficulties during the checkout process, please feel free to contact our support team at ecommerce@turcomp.com


How do I view what’s in my shopping cart?

To view the contents of your cart, click on the “View cart” icon in the upper-right corner of your computer screen. Once you click on this icon, you can easily change the number of copies you want to purchase of a particular item in your cart by updating the quantity listed and then clicking the “Update cart” link. You can also delete any item in your cart by clicking the “Remove” check box to the left of that item and then updating your cart with the "Update cart" link.


How do I add items to my cart?

To add other item to your cart, navigate to the page of the item you are interested in and then choose your desired version of that item (for gasket, valve, safety glasses and holographic aquarium). When you click the “Add to Cart” link, you will be brought to your "Shopping cart" page where you can then enter the quantity of the item that you would like to order using the "Qty" field on the right side of the screen. After you have entered a quantity, you can continue shopping or choose to complete your order.


How do I remove items from my cart?

First, click on the “View cart” link in the upper-right corner of your computer screen. This will allow you to view all items currently in your cart. Once you have identified the item that you would like to delete, click on the “Remove” check box to the left of the item description and then click "Update cart" in the lower-right corner to have your changes reflected.


How do I change the quantity of a particular item in my cart?

First, click on the “View cart” link in the upper-right corner of your computer screen. This will allow you to view all items currently in your cart, as well as the quantities that you have chosen for each item. To change the quantity of an item in your cart, move your cursor to the box that appears under the "Qty" header for this item and type in the quantity desired, then click the “Update cart” link. Once you do this, the quantity and associated RM amount (if applicable) will automatically change and reflect the correct amounts for both the quantity and the cost.


How do I use a promotion code?

To use a promotional code, please follow these steps:

(i) Place your orders.

(ii) Proceed to checkout.

(iii) Enter your Promotion Code at the box indicating "Promotion Code". Simply type or copy and paste (recommended) the promotional code in this text field.

(iv) Submit your order to see the final amount with your promotion discount applied.


Is our online inventory the same as our in-store inventory?

Yes! Our online store is in real-time communication with our store. This means our inventory will change throughout the day as items are purchased or received. The info you see online is the same information our staff has in-store. In rare situations, an item may show as “In stock” online but be unavailable. In this case you will receive an email or phone call describing the delay.


Can I review my receipts online?

You can! Our online shopping service will give you access to your past orders and current orders.


Why are so many items listed as “Out of stock”?

Currently, "Out of Stock" refers to any item that we stock but is currently unavailable, or items that we don't normally stock but we are able to special order. We are working with our website team to change the way this displays. If you would like to Special Order any item on the site currently listed as "Out of Stock" please call (+6) 03-5518 8118 or you can email us at ecommerce@turcomp.com




(c) Payment

What currency is used on this site?

All orders are calculated in Ringgit (RM).


What are your payment options?

At the moment, we accept Credit/Debit card and PayPal payments for online orders, subject to proper authorization. In some cases, now you can pay us using P-Card if you have one (subject to approval). If you wish to pay by another method, simply submit your request via email without any payment information to: ecommerce@turcomp.com, and we will contact you to make arrangements for payment.


Can I pay using PayPal without a PayPal account?

Yes! It is commonly misunderstood that a PayPal account is needed in order to make payments through PayPal. The truth is you DO NOT need one, although we strongly recommend you sign up to enjoy the added ease of use. Without a PayPal account, all you need is any Debit/Credit card stated below that is supported by PayPal.

By using PayPal, we can process & deliver your orders to you in a shorter time. PayPal is the easiest & most secure way to make payment online. No account needed. For more details, click here (https://www.paypal.com/my/webapps/mpp/how-paypal-works ) to see how PayPal works for you.


How safe is my information and Credit/Debit card or P-Card number?

Your information is very safe at Turcomp and we take site and data security as a serious issue. The store.turcomp.com website uses 128-bit encryption to ensure that your data is secure.

With regards to the safety and privacy of your Credit/Debit card or P-Card, we've implemented a state-of-the-art e-commerce solution for the new store.turcomp.com. The new site offers improved security over our previous site and many other existing websites by encrypting your card information in such a way that it is not accessible by employees within Turcomp, or by anyone who would try to compromise the security of store.turcomp.com. As a result, our site meets the rigorous security standards set by many privacy watchdog groups and standards set by the Internet community in general.

When you entered your card in our store, only the last four digits of your card are visible on the site. Even you (or anyone who logs in as you) cannot access the details of your card from our store.


Why was my Credit card or P-Card refused?

There are a few common reasons your credit card could be declined. Some of them could be a miscommunication between you and the credit card issuer. Common causes include:

(i) You can easily have made a typo in that long string of numbers. Recheck. (If you entered spaces between those blocks of numbers, try again without any spaces.)

(ii) Perhaps you typed in a version of your name that does not match the name on the card or on the billing.

(iii) Maybe you typed in a billing address that is different from the one the card recognizes.

(iv) Perhaps you typed or selected the wrong expiration date.

(v) You don’t have enough available credit.

(vi) Your account has been flagged for fraud.

Any one of these mistakes will result in a turndown.

We find it helps to have the card right in front of us when we re-enter the information.

And if you get bumped two or three times, well, try a different card. Then call the original card company and find out if you have reached your limit.


Can I pay off my delinquent account online?

Unfortunately, Turcomp is not offering this option at the present time online, but we hope to be able to offer it in the future.


How do I know that Turcomp has received my order?

Our ordering system will automatically send you an email confirming that your order was successfully submitted. Please make certain that the email address you provide is correct. Upon processing, we will send you an additional email message confirming your order with applicable taxes and shipping charges calculated, and a shipping order number for your records.




(d) Delivery

How long will it take for my order to arrive after I make payment?

Registered members who ship their orders within Malaysia only should expect to receive their orders within three (3) to seven (7) working days upon payment verification depending on the volume of orders received.

If you experience delays in receiving your order, contact us immediately and we will help to confirm the status of your order.


How do you ship my orders?

All your orders are sent via our primary delivery partner City-Link Express/Aramex/PosLaju. Once your order is dispatched you'll receive an email from Turcomp containing your tracking code. If you do not receive this email and would like to obtain your tracking number please email our support team at ecommerce@turcomp.com

Once you have your consignment tracking number, you can track your parcel by using the 'click here' entry on your shipping confirmation email or entering the consignment number into the City-Link Express website (http://www.citylinkexpress.com/MY/Tracking.aspx) / Aramex website (https://www.aramex.com/track/shipments) or PosLaju website (https://ezisend.poslaju.com.my/track-trace) delivery tracking system. Please allow 24 hours for your parcel to register the consignment tracking number against your order, before attempting to track your parcel.


What are your shipping and handling rates?

Shipping and handling rates vary depending on the destination of the order and are based on the total cost of the order. All shipping costs are calculated using a Malaysia Postal Service shipping module.




(e) Policy

What happens if there's been a delivery mishap to my order? (Damaged or lost delivery)

We take such matters very seriously and will look into individual cases thoroughly. Any item that falls under the below categories should not be thrown away before taking photo proof and emailing the photo of the affected sample and your D.O (Delivery Order) to us at ecommerce@turcomp.com (if applicable). We also regret to inform you that no refunds will be given for orders that fall under this matter.


What is Turcomp’s return policy and who do I contact regarding returns?

Turcomp reserves the right to assess the condition and age of returned goods prior to providing a repair or exchange. This may result in a repair or exchange being refused. Turcomp may elect to return the product to the manufacturer’s repair agent to determine the nature of the problem. Turcomp also reserves the right not to offer an exchange, refund or repair where the item fault is a result of misuse or neglect. Please follow these three easy instructions to return your purchase:

(i) Make sure the item is in re-sellable condition. We cannot refund or credit returned item that are marked or otherwise damaged.

(ii) Enclose a copy of your invoice. Please include a copy of the original invoice (or the invoice number and invoice date) with the returned item so that we can issue the proper credit or refund.

(iii) Ship the package to our warehouse department. To guarantee delivery, please insure your package or ship it by Courier. Returns must be sent to:

Turcomp Engineering Services Sdn Bhd
Lot 7, Jalan Gudang 16/9
Seksyen 16, 40000 Shah Alam
Selangor Darul Ehsan, Malaysia

If you have additional questions about our returns policy, please e mail our support team at ecommerce@turcomp.com


What is Turcomp’s exchange policy?

Only certain products with a manufacturer's defect are entitled to a ONE-To-ONE exchange (subject to availability of stock) if:

(i) The product has an actual 'Manufacturer's Defect'.
(ii) The packaging and all its original content is complete, in good and re-sellable condition.
(iii) The product is accompanied with original receipt.
(iv) Customer needs to email us within 7 days of the date of Invoice.




(f) Other Miscellaneous

How can I save when shopping online?

One of the benefits of shopping online is that you are able to find products at lower prices due to the economics of e-commerce. We recommend you sign-up to the newsletter of your favorite online shopping websites, as they will give you a heads-up of any sale they are having.

At Turcomp, we send our members a newsletter to keep them up to date with new products and sales. Also, follow the websites on social media as many will inform you of savings and offers through those channels.We know that shopping online is fun and it should be! Check out store.turcomp.com for the latest trends in affordable prices, and do let us know if you have any other questions. Until the next time, happy shopping!


I'm a customer living outside Malaysia, am I able to purchase anything through Turcomp store?

Online purchases are available for other countries as now we provide delivery to outside Malaysia by using UPS courier and payment can be made based on your country currency. Do not hesitate to contact our support team at ecommerce@turcomp.com if you found any difficulties while making a purchase via our online store. We apologize for any inconvenience and appreciate your purchase.


I am having problems accessing Turcomp Store. Some of the pages look weird. Am I using the right browser?

Turcomp Store uses some of the latest graphics designs which may not be supported in lower version of browsers, it is recommended that you use the following browsers to access Turcomp Store:

1. Microsoft Internet Explorer Version 10 onwards

Download the latest Microsoft Internet Explorer at: http://windows.microsoft.com/en-us/internetexplorer/download-ie

2. Mozilla Firefox Version 10 onwards

Download the latest Mozilla Firefox at: https://www.mozilla.org/en-US/firefox/new/

3. Google Chrome Version 12 onwards

Download the latest Google Chrome at: https://www.google.com/chrome/browser/desktop/

In addition, please ensure that you’re JavaScript and Cookie is enabled on your browser.