Frequently asked questions

How to create an account?

Step 1 : Click LOGIN/REGISTER on the top right hand bar

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Step 2 :  You can choose to register either via Facebook, Google or by manually filling in all of the details. Click REGISTER and rest assured, all your details will be kept private

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Step 3 : This completes your registration. You will receive an email confirmation along with a cash voucher (if you opted to subscribe to PTT Outdoor) to get you started!

Welcome to the PTT Outdoor family!

 

If you have any questions, kindly please contact our friendly customer service here.

Office Hours are from 9am – 6pm (Monday to Friday) , excluding Public Holidays

How to check my address in my account?

Step 1 : Proceed to your account by hovering over MY ACCOUNT (or click the DASHBOARD) and clicking on ADDRESS BOOK

change address 1

Step 2 : If you wished to edit your current address, click the EDIT. If you wish to add your new address, click the ADD NEW SHIPPING ADDRESS

change address 2

Note: Adding the new shipping address will not replace the current address unless you click the MAKE PRIMARY button, you still can change your primary address repeatedly in here

 

How to change my account password?

Step 1 : Proceed to your account by hovering over MY ACCOUNT (or click the DASHBOARD) and clicking on ACCOUNT DETAILS

change password 1

Step 2 : Please fill in the field required, then click SAVE CHANGES

change password 2

Step 3 : You will received a notification that your account details have been changed successfully. You may want to logout or refresh the page and login back to your account by using the new password

change password 3

 

If you still have questions about your account, kindly please contact our friendly customer service here.

Office Hours are from 9am – 6pm (Monday to Friday) , excluding Public Holidays

How to check my reward points?

Step 1 : Proceed to your account by hovering over MY ACCOUNT and clicking on PTT REWARD POINTS

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Step 2 : View available information. Points can be earned by purchasing items via our website. Points also can be earned by login to our website daily

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For every RM1 spent at PTT Outdoor, you will get 10 points!

To Redeem:
For every 200 points, you can redeem RM1 off your item!

How long are my reward points valid for?

Your reward points will be valid for a total of 3 months beginning from the time they appeared in your account.

 

If you still have any more questions, kindly please contact our friendly customer service here.

Office Hours are from 9am – 6pm (Monday to Friday) , excluding Public Holidays

How to redeem my reward points?

Step 1 : Proceed to your checkout page by clicking VIEW CART button on top right of your screen

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Step 2 : Enter the amount of points you wish to redeem and click REDEEM POINTS. That’s all!

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For every RM1 spent at PTT Outdoor, you will get 10 points!

To Redeem:
For every 200 points, you can redeem RM1 off your item!

Are my reward points convertable to cash?

Unfortunately, no. All your reward points cannot be converted into cash. But you can still checkout as usual including with a coupon code (if applicable).

 

If you still have questions, kindly please contact our friendly customer service here.

Office Hours are from 9am – 6pm (Monday to Friday) , excluding Public Holidays

Can I earn reward points during promotions or deals?

Absolutely, yes! But please note that the reward points you earn will be based on the final purchase amount after discount.

For example, if your purchase total was RM100 and you applied a promotional code “RM10 OFF”, you will only earn the discounted amount, i.e. RM90 (900 reward points).

 

If you still have questions, kindly please contact our friendly customer service here.

Office Hours are from 9am – 6pm (Monday to Friday) , excluding Public Holidays

What happens to my reward points when I return an item?

Once your items are returned, we will add your reward points according to the price of returned product.

For example: If your purchase total was RM100, you will receive 1000 reward points. However, if you returned an item worth RM30 (exclude shipping fee), only 300 reward points will be added back to your account.

If you have any questions about the reward points or on how to return your item to us, kindly please contact us here.

For every RM1 spent at PTT Outdoor, you will get 10 points!

To Redeem:
For every 200 points, you can redeem RM1 off your item!

How to apply coupon code?

Using voucher codes to enjoy savings is as easy as 1 and 2!

Select your preferred platform below and read on to know more on how to use a voucher code. Do note that you can use only one voucher code per order. So do save your codes for your next purchases!

Step 1 : After selecting your item for purchase, proceed to checkout by hovering over CART and click on CHECKOUT

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Step 2 : Once you have filled in your promo code, click on APPLY COUPON


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Promo code cannot be applied to an order once the order has been confirmed

Why is the item in my shopping cart out of stock?

PTT Outdoor will not guarantee the availability of items until the checkout process is completed with payment.

 

If you have any questions regarding the stock availability,  kindly please contact our friendly customer service here.

Office Hours are from 9am – 6pm (Monday to Friday) , excluding Public Holidays

What is the payment options?

One of the great things about shopping on PTT Outdoor is that we offer you a diverse selection of payment options!

Purchase your orders using any of the following payment methods (select one):

  1. My Points
  2. Visa / MasterCard Debit Cards
  3. Visa / MasterCard Credit Cards
  4. Online Banking
  5. PayPal

Note: Please contact our admins if you need our bank account number

My Points :

”My Points’ is a feature on PTT Outdoor that allows you to accumulate store points that can be used to pay for your PTT Outdoor  purchases. Your Points balance will be shown on the “Account” tab once you are logged in. You can also track your transaction history and credit validity period.

*As our valued customer, you typically have 2 months from the date of disbursement of My Points to use them. If left unused past the expiration date, they will automatically be removed from your account – so don’t forget to shop! Any balance of store credits will automatically be applied on your next purchase at check out. You can view your points details and exact expiration date in a table under “My Points”.*

Online banking :

Online banking is a service provided by iPay88. It is an Internet Payment Switching Gateway through credit card, internet banking (or e-debit) & electronic wallet (e-wallet), developed by Mobile88.Com Sdn. Bhd.

It is the same Online Payment Gateway System currently provided by many licensed Financial Institutions. For that reason, you can be certain of iPay88’s security. iPay88 also complies with PCI Data Security Standard and Malaysia Payment System Act. Find out more about iPay88 here.

IPay88 – Affiliate Banks Include:

  • CIMB Clicks
  • Maybank2u
  • RHBNow
  • AmBank
  • Hong Leong Bank
  • PBe Bank

Paypal :

PayPal is a payment method for online purchases that allows users to send and receive money online. PayPal offers a fast, safe and easy method of payment without disclosing your credit card or other financial information to the merchant. You can sign up for a PayPal account by going here to create your PayPal account.

Unfortunately, we are not in a position to assist with PayPal account problems. Please contact PayPal customer service. Please note that payment(s) will be deducted from your PayPal account immediately after completing your purchase.

For more information, visit PayPal

 

Payment Security


At PTT Outdoor, we have several security measures in place to safeguard your data and payment details.

1. Credit card Information Storage :

All credit card information are securely encrypted and stored with our gateway Cybersource, which is a subordinate company by VISA. This gives a second layer of protection for customers credit card information.

2. CVV Verification :

When you submit your credit card information, including CVV, our job is to encrypt the info and security transmit to issuers for payment verification and approval. However, verification of the CVV is totally upon issuer’s decision. However, we can help to raise the concern to issuers.

Contact Us

Thanks for shopping at PTT OUTDOOR.
If you are not entirely satisfied with your purchase, we’re here to help.

 

If you have any questions regarding your order, kindly please contact our friendly customer service here.

Office Hours are from 9am – 6pm (Monday to Friday) , excluding Public Holidays

 

How to check my order status?

Step 1 : Click the LOGIN/REGISTER button to login to your account

  • Option 1 : Login via email and password
    – Fill in your email/username and password
    – Click the LOG IN button 
  • Option 2 : Login via Facebook or Google account by clicking the button  provided

check order 0

Step 2 : Click on MY ACCOUNT and click the ORDERS

check order 1

Step 3 :  After your order is shipped, your order status will be changed from “Processing” to “Completed”. Not to worry, you will also be notified via email with a courier company tracking number attached

check order 2Note: If you are not receiving a completed email with tracking number in your inbox, kindly please check in your “Junk/Spam” folder.

 

If you still have questions regarding your order, kindly please contact our friendly customer service here.

Office Hours are from 9am – 6pm (Monday to Friday) , excluding Public Holidays

What is the payment options?

One of the great things about shopping on PTT Outdoor is that we offer you a diverse selection of payment options!

Purchase your orders using any of the following payment methods (select one):

  1. My Points
  2. Visa / MasterCard Debit Cards
  3. Visa / MasterCard Credit Cards
  4. Online Banking
  5. PayPal

Note: Please contact our admins if you need our bank account number

My Points :

”My Points’ is a feature on PTT Outdoor that allows you to accumulate store points that can be used to pay for your PTT Outdoor  purchases. Your Points balance will be shown on the “Account” tab once you are logged in. You can also track your transaction history and credit validity period.

*As our valued customer, you typically have 2 months from the date of disbursement of My Points to use them. If left unused past the expiration date, they will automatically be removed from your account – so don’t forget to shop! Any balance of store credits will automatically be applied on your next purchase at check out. You can view your points details and exact expiration date in a table under “My Points”.*

Online banking :

Online banking is a service provided by iPay88. It is an Internet Payment Switching Gateway through credit card, internet banking (or e-debit) & electronic wallet (e-wallet), developed by Mobile88.Com Sdn. Bhd.

It is the same Online Payment Gateway System currently provided by many licensed Financial Institutions. For that reason, you can be certain of iPay88’s security. iPay88 also complies with PCI Data Security Standard and Malaysia Payment System Act. Find out more about iPay88 here.

IPay88 – Affiliate Banks Include:

  • CIMB Clicks
  • Maybank2u
  • RHBNow
  • AmBank
  • Hong Leong Bank
  • PBe Bank

Paypal :

PayPal is a payment method for online purchases that allows users to send and receive money online. PayPal offers a fast, safe and easy method of payment without disclosing your credit card or other financial information to the merchant. You can sign up for a PayPal account by going here to create your PayPal account.

Unfortunately, we are not in a position to assist with PayPal account problems. Please contact PayPal customer service. Please note that payment(s) will be deducted from your PayPal account immediately after completing your purchase.

For more information, visit PayPal

 

Payment Security


At PTT Outdoor, we have several security measures in place to safeguard your data and payment details.

1. Credit card Information Storage :

All credit card information are securely encrypted and stored with our gateway Cybersource, which is a subordinate company by VISA. This gives a second layer of protection for customers credit card information.

2. CVV Verification :

When you submit your credit card information, including CVV, our job is to encrypt the info and security transmit to issuers for payment verification and approval. However, verification of the CVV is totally upon issuer’s decision. However, we can help to raise the concern to issuers.

How to check my tracking number?

Once your order is shipped out, you will receive an email consist your tracking number.

Step 1 : You might want to check under the “Promotion” tab or “Junk/Spam” folder as well

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Step 2 : Copy your Tracking number

Track

Step 3 : Go here :  Track My Parcel and paste the number in the field

Step 4 : Click TRACK button

 

Alternatively, you can also track your shipment status for different courier providers here: tracking.my

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Note: It may take up to 24 hours for your tracking number to activate once the “Order Completed” email has been sent

If you still have questions, kindly please contact our friendly customer service here.

Office Hours are from 9am – 6pm (Monday to Friday) , excluding Public Holidays

What can I do if I fail to checkout due to an item being out of stock?

You will have to remove the out of stock items from your cart before proceeding to check out.

 

If you still have questions, kindly please contact our friendly customer service here.

Office Hours are from 9am – 6pm (Monday to Friday) , excluding Public Holidays

How to change or cancel my order?

You’ve just placed an order but realize you’ve made a mistake with your address? If it’s within the hour, please email amend address to our friendly customer service at [email protected] and we might be able to tweak your order for you.

If more than two hours have passed, chances are that your order might have already been packed and shipped. In that case, we will not be able to make any changes.

You might as well want to check Terms & Conditions or Shipping & Return Policy.

 

If you still have questions, kindly please contact our friendly customer service here.

Office Hours are from 9am – 6pm (Monday to Friday) , excluding Public Holidays

Why is my order cancelled?

PTT Outdoor reserves the right to cancel or modify any order if a customer’s purchase behaviour is seen to be suspicious or potentially fraudulent.

You might as well want to check Terms & Conditions or Shipping & Return Policy.

If you have an enquiries or you realize that we’ve have a mistake with your order, kindly please contact our friendly customer service here immediately and we might be able to tweak your order for you.

Office Hours are from 9am – 6pm (Monday to Friday) , excluding Public Holidays

Contact Us

Thanks for shopping at PTT OUTDOOR.
If you are not entirely satisfied with your purchase, we’re here to help.

 

If you have any questions regarding your order, kindly please contact our friendly customer service here.

Office Hours are from 9am – 6pm (Monday to Friday) , excluding Public Holidays

 

If my item is on Pre-Order

When you buy an item that is on Pre-Order, the item is not available for immediate shipping and will be shipped in the future, according to the estimated dispatch date that is outlined on the product page.

As an outdoor-ians ourselves, we know this is an exciting time, and so between the time of placing your order and your items being shipped, we will update you on your order via emails.

We make every effort to ship your order by the expected shipping date, however, on occasion, we can experience delays outside of our control

If my item is in-stock

We typically ask for 1 – 2 business days for our team to pack & ship your full order. However, during promotional holiday weeks, your order will ship within 5 business days. 

We use Pos Laju or PGEON to deliver your items to you. Once your order has left our Ipoh warehouse, standard delivery can take up to seven (7) business days. For East Malaysia, please expect a delay up to ten (10) business days due to reduced flights availability during COVID-19. 

Once your order has left our Ipoh warehouse, you’ll receive an email with your tracking information for you to track the progress of your order through this tracking website.

Please note, it can sometimes take up to 48 hours for your information to appear in the Pos Laju/PGEON system. If you are not at the nominated address when delivery occurs, a notification will be left in your mailbox, and your parcel will be held at your local post office for collection.

Please note that you cannot nominate a delivery date or time and, unfortunately, we cannot call you on the day in advance of the delivery being made.

*Be sure to use the correct shipping address, complete with a suite or apartment number if applicable, an incorrect or incomplete address will almost always delay delivery.

If you want to double-check on your order status, send us a note at [email protected] or give us a call at +60 11-3601 7811 (Rina)

Most orders will ship from our warehouse in Ipoh while a few low inventories or specialty items will ship from one of our suppliers. To get your full order on its way, we occasionally ship from a combination of these locations so you’ll receive a couple of packages. 

If your order ships in separate packages, we will send you multiple tracking numbers

Shipping Cost - Local Delivery (Within Malaysia)

Shipping within Peninsular Malaysia is FREE when you spend RM80 and more! With Free Shipping, your order will typically arrive in 3 – 7 business days. For East Malaysia, please expect a delay up to ten (10) business days due to reduced flights availability during COVID-19. Your parcel will be delivered by Pos Laju or PGEON.

Otherwise, there will be a flat rate shipping cost for your orders as per below:

Peninsular Malaysia: RM7
Sabah & Sarawak: RM15

 
Shipping Cost - International Shipping

We offer worldwide shipping. Shipping rates are categorised by country and zone. Shipping costs will be automatically assigned to your order at the checkout and are dependent on the shipping country specified. 

PTT Outdoor ships worldwide to the following countries:

Shipping To Service Delivery Estimate Rate Estimate (0.5kg)
Singapore JNT 5 – 7 business days SGD 11.5
Brunei JNT 5 – 7 business days USD 18
Indonesia DHL Plus Standard 10 – 28 business days Rp 406323.39
United States DHL E-Commerce 10 – 28 business days USD 9.90
Europe DHL E-Commerce 10 – 28 business days GBP 7.50
Australia DHL E-Commerce 10 – 28 business days AUD 7.50


Depending on where you are, Custom Fees may be applicable for your order. These fees are determined by your country’s Customs Department which we are unable to predict, shoulder or include in your bill. When Customs Fees are applied, they would require payment of that fee in order for your prints to be released to you. For inquiries about Customs Fees, please contact your country’s Customs Department directly.

 

If you still have questions regarding the International Shipping Cost, kindly please contact our friendly customer service here.

Office Hours are from 9am – 6pm (Monday to Friday) , excluding Public Holidays

 
Contact Us

If you have any questions regarding your order, kindly please contact our friendly customer service here.

Office Hours are from 9am – 6pm (Monday to Friday) , excluding Public Holidays

 

Exchange or Returns

Thanks for shopping at PTT OUTDOOR.
If you are not entirely satisfied with your purchase, we’re here to help.

  1. Our policy lasts 14 days. If 14 days have gone by since the delivery of your purchase, unfortunately, we can’t offer you a refund or exchange. We reserve the right NOT to accept exchange or returns received after 14 days from the Invoice date.
  2. To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
  3. Due to hygiene reasons and SOP from the government due to COVID-19, we do not accept exchanges or returns for apparels and inner wears, such as shirts, socks, pants, swimwear bra and underwear.
  4. Exchange will only be approved upon inspection and permission. Do provide us the receipt of your purchase for our reference.
  5. Please do not send your purchase back to the manufacturer.
  6. Change of mind is not eligible for refunds. However, we’re happy to assist you on exchange.
  7. We reserve the right to deny refund if the items / goods does not meet our Exchange & Return policy guidelines.
  8. If any requests are denied, you are required to pay the shipping and all return charges within fourteen (14) days upon notification, failing which you shall be deemed no longer interested in the items / goods and it shall be disposed or dealt with in any manner we deem fit, without any liability and/or further reference to you.
  9. There are certain situations where only partial refunds are granted: (if applicable)
    • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
    • Any item that is returned more than 14 days after delivery
  10. You will NOT be entitled to an exchange or returns if any of the following applies:
    • The goods returned are found to be not faulty or damaged and it correctly correspond to the description displayed on our website and in your order
    • The goods are not returned in accordance with our exchange & return policy
    • The goods are not returned within the stipulated time period
    • If so, the goods will be sent back to you at your cost
Refunds (if applicable)

Thanks for shopping at PTT OUTDOOR.
If you are not entirely satisfied with your purchase, we’re here to help.

  1. Once we receive your item, we will inspect it and notify you (via email or WhatsApp) that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  2. If your return is approved, we will initiate a refund to you via Store Credit (Rewards Points). Refunds may take up to 3 business days to appear in your account. Once we have your items checked in, we’ll send the refund your way.
  3. If you do not have an account with us, refunds will be made via cash voucher which you can use at our store.
  4. Promo codes cannot be re-issued and are non-refundable. If you return an item which was purchased using a promo code, only the final paid price (after discount) will be refunded.
  5. No cash refund unless the item is out of stock.
How will I get my refund? (if applicable)

Thanks for shopping at PTT OUTDOOR.
If you are not entirely satisfied with your purchase, we’re here to help.

  1. Please make sure that you have your valid purchases receipt or proof before contacting us
  2. Please contact our friendly customer service here
  3. If your status is approved, we will initiate a refund to you via Store Credit (Reward Points)
  4. Refunds may take up to 3 business days to appear in your account
  5. Once we have your items checked in, we’ll send the refund your way
  6. If you do not have an account with us, refunds will be made via cash voucher which you can use at our store.
  7. Promo codes cannot be re-issued and are non-refundable. If you return an item which was purchased using a promo code, only the final paid price (after discount) will be refunded
  8. All purchase orders will be refunded to the original payment type with the exception of dividends (exclude shipping fees)
  9. No cash refund unless the item is out of stock
What if I don’t have proof of purchase?

We can help locate proof of purchase if you used a valid and active account with us. We may be able to track down your order number number for you. 

Purchases not posted to a PTT Outdoor membership are required to provide proof of purchase for all transactions. We may be able to locate proof of purchase for online or phone purchases not posted to a PTT Outdoor membership via email, Whatsapp or Messenger.

However, you may still need to provide your valid email address and a valid phone number with your full name for us to check back into our system.

If you still have questions, kindly please contact our friendly customer service here.

Office Hours are from 9am – 6pm (Monday to Friday) , excluding Public Holidays

How to make an exchange (if applicable)

Thanks for shopping at PTT OUTDOOR.
If you are not entirely satisfied with your purchase, we’re here to help.

  1. Please read our Exchange or Returns Policy first before you decide to return the item back to us
  2. Please consult to us here whether your item can be exchange or return
  3. Please wait for our confirmation regarding your status within 3 business days
  4. Once we confirm your status, please follow our Exchange or Returns Policy carefully
  5. Once we receive your item, we will inspect it and notify you (via email or WhatsApp) that we have received your returned item
  6. Our friendly customer service will take care of your enquiry after that until the case is solve
Late or missing refunds (if applicable)

Thanks for shopping at PTT OUTDOOR.
If you are not entirely satisfied with your purchase, we’re here to help.

  1. If you haven’t received a refund yet, first check your account dashboard.
  2. If you’ve done all of this and you still have not received your refund yet, please reach out to [email protected] for support.
Shipping to return

Thanks for shopping at PTT OUTDOOR.
If you are not entirely satisfied with your purchase, we’re here to help.

  1. To return your product, you should mail your product to:

    PTT Outdoor Return Department
    107, Jalan Chung Ah Ming,
    31650 Ipoh, Perak
     
    For every return item, kindly write down your Order number and Reason/Issues on a paper and include inside the parcel

  2. It is advised that all items returned are sent using our free returns service via CollectCo. Find out the nearest CollectCo here. If you choose to return an item to us via any other provider or Pos Laju, the costs incurred will be the customer’s responsibility.
  3. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
  4. The goods are your responsibility until it reaches our warehouse, so make sure it is packed properly and cannot get any damages on the way.
  5. Depending on your delivery location, the time it may take for your exchanged product to reach you, may vary.
  6. If parcels are detoured to PTT Outdoor due to incorrect shipping details (address or contact number), recipient’s absence at the delivery location or parcel not collected, the redelivery cost will be covered by the recipient.
  7. As the responsibility for international customs duties and local VAT/GST lie with the customer, PTT Outdoor are unable to refund any charges incurred upon delivery of the order. However, you may be able to recover these by contacting your local customs bureau directly.
  8. Please note, items should not be returned to us without prior notice. All return requests should be submitted via email or WhatsApp. Items returned to us without prior notification may not be refunded or exchanged.

If you still have questions, kindly please contact our friendly customer service here.

Office Hours are from 9am – 6pm (Monday to Friday) , excluding Public Holidays

What happens to my reward points when I return or refund an item?

Once your items are returned or refunded, we will add your reward points according to the price of returned product.

For example: If your purchase total was RM100, you will receive 1000 reward points. However, if you returned an item worth RM30 (exclude shipping fee), only 300 reward points will be added back to your account.

 

If you have any questions about the reward points or on how to return your item to us, kindly please contact our friendly customer service here.

Office Hours are from 9am – 6pm (Monday to Friday) , excluding Public Holidays

Contact Us

Thanks for shopping at PTT OUTDOOR.
If you are not entirely satisfied with your purchase, we’re here to help.

 

If you have any questions regarding your order, kindly please contact our friendly customer service here.

Office Hours are from 9am – 6pm (Monday to Friday) , excluding Public Holidays