FAQ's & INSTANT ASSISTs

Orders

How do I make a purchase?

Making a purchase on this website is easy peasyBrowse through our collection and select the item that you want and the quantity. Then just go with the flow, you'll figure it out.

Or click here for detailed guidance.

What are the payment options provided?

You can use either one of the 4 methods of payment below to complete a purchase onthis website.

Credit Card

Use this option to pay using debit/credit card. All you'll need to do is just enter your card details in the columns provided on iPay88 page at the end of a check-out.

Online Banking

Use this option to pay using your online banking account. On the payment page at the end of a check-out, click on 'Online Banking', select your bank, log in to your account and proceed with transaction.

e-Wallet

This option supports payment using Boost mobile-wallet. On the iPay88 payment page, choose 'eWallet', click “Proceed” and continue with transaction as usual using your Boost mobile app.

PayPal

This option supports payment using PayPal service. On the iPay88 payment page, choose 'PayPal', click “Proceed”, log in to your PayPal account and continue with transaction as usual.

How do I use a promo code?

You can redeem your coupon code during check-out before you click on 'complete order' and proceed to payment.

Enter the code on the right-hand side of the check-out page and click "Apply".

If the code entered is valid and applicable, a discount will be reflected on the item price and purchase amount as shown below.

VALID COUPON CODE

Certain terms & conditions may apply to coupon codes - some codes may be limited to non-promotional items only, applicable only with a minimum purchase amount or have an expiry date. So be sure that your coupon code is valid and applicable on the item(s) you are purchasing.

INVALID/expired COUPON CODE

COUPON CODE INapplicable on promotional items

PURCHASE AMOUNT LESS THAN MINIMUM REQUIREMENT

How do I check my order status?

An order confirmation sent to your email indicates that your order has been placed successfully.

  • Orders placed before 11:00 AM on business days are usually processed on the same day. Otherwise, they are processed and prepared for shipping on the following business day.
  • Please note that this does not apply on pre-ordered items. Pre-ordered items will be sent out for delivery within 2-4 business days after arrival at Hypergear warehouse.

When your order has been sent out for shipping/delivery, a shipping confirmation email is automatically sent to you.

Tracking order delivery status

  1. Open shipping confirmation email. 
  2. Click on "View your order" button. Your order and shipment details will be opened in a new tab.
  3. Copy the tracking number.
  4. Click on the tracking number. A tracking page will appear in a new tab.
  5. Enter your tracking number and click "Track"/"Search". The shipment delivery status will be shown on the page.

If there is an issue with your order delivery, we'd recommend you to contact the courier directly for immediate troubleshoot and to ease communications. Below are the customer service hotline of each courier service used by Hypergear. Please use the tracking number of the shipment as reference.

  1. DHL E-Commerce Customer Service (Malaysia-Domestic): +603-3099 2800
  2. DHL E-Commerce Customer Service (Malaysia-International): 1-800-22-0027
  3. Ninja Van Malaysia Customer Service: +6011-1722 5600
  4. Pos Customer Service (Pos Laju): 1-300-300-300

Nonetheless, if you need assistance from us, Hypergear Customer Support team is ready to help. Reach out to us at 1-700-81-7377.

I did not receive any order confirmation

If you have made payment but have not received any confirmation from us regarding your order, it could be due to one of the reasons below;

  • Incorrect email address provided during purchase.
  • Payment is still being processed by your financial institution / card issuer / PayPal and has not been issued to us.
  • Payment was declined / not successful.

We have very limited control in situations where you have made payment but we have not received it. Therefore, we'd suggest contacting your financial institution / card issuer / PayPal in these circumstances.

To request for order confirmation or check whether your order was successfully placed, please contact Hypergear Customer Support at care@hypergear.com.my and provide the following information:

  1.  Name (as provided during purchase)
  2.  Email address (as provided during purchase)
  3. Phone number (as provided during purchase)
  4. Date of purchase
  5. Proof of payment

Can I change an item in my order?

Items that have been ordered cannot be changed. Before completing your order, make sure you have got what you need and in the colour and size that you want.

In case you change your mind, you can opt to return the item(s) within 30 days of purchase and request for a refund. You can purchase the item that you want at your convenience. Please note that your request will only be approved if all the requirements below are met:

  • The item is returned in brand new, unused condition.
  • The item is returned with complete packaging and tagging.
  • The item is returned together with the proof of purchase (receipt / invoice / order confirmation).

If we receive a return that does not meet one or more of the conditions stated above, your request will be rejected and the item will be returned to you in which you will have to bear all costs for this return. Should a situation like this occur, you will have to complete the payment of an amount we quote to you and then we will proceed with the return upon receiving the payment. You can also opt to collect the item at our service centre in Balakong, Selangor.

Can I cancel/return a purchase?

If you happen to accidentally make a double purchase and have to cancel an order, you may contact Hypergear Customer Support to request for a cancellation and a refund before the order is shipped out for delivery.

If you find an item that you have purchased and received unsuitable for your needs, you may request for a refund. Your order will only be refunded if it is returned to us within 30 days of purchase:

  • in brand new, unused condition,
  • with complete packaging and tagging,
  • together with the proof of purchase (receipt / invoice / order confirmation).

If we receive a return that does not meet one or more of the conditions stated above, your request will be rejected and the item will be returned to you in which you will have to bear all costs for this return. Should a situation like this occur, you will have to complete the payment of an amount we quote to you and then we will proceed with the return upon receiving the payment. You can also opt to collect the item at our service centre in Balakong, Selangor.

Before you return your purchase, please follow the procedure below to request for a refund. Any returns made without following this procedure will not be attended.

Refund Request Procedure

If you have NOT received a shipping confirmation e-mail (Order yet to be sent out for delivery)...

1. Contact Hypergear Customer Service instantly at 1-700-81-7377. Provide your order number and explain why you would like to cancel your order.


2. 

If you HAVE received a shipping confirmation e-mail or have received the order (Order sent out for delivery)...

1. Fill out and submit the request form for Return & Refund. Once submitted, your request will be reviewed for approval. If it is approved, you will receive a 'Return & Refund Approval Note'. If your request is somehow rejected, you will receive a 'Return & Refund Decline Notice' instead.


2. If you receive the approval note for your request, you may proceed with returning your purchase in the conditions stated above, together with the approval note, to Hypergear Service Centre. The address of the service centre is stated on the approval note. You can return by means of postage using your preferred courier service, or by visiting the service centre.

  • Return costs are strictly borne by returnee.
  • If you return the item using courier service, you are strongly advised to keep track of the parcel delivery activity. Hypergear will not bear any loss of item in return transit.
  • Direct returns (by hand) at the service centre is usually less time-consuming and can be cost-saving if your location is near the service centre. However, you are NOT guaranteed to receive the refund immediately as refund process may take up to 7-10 working days.

3. Once

I received a faulty item

I received a wrong item

If you receive an incorrect item, kindly return it to us and we will send the item you ordered to your address.

I received an incomplete order

I have not received my order

DELIVERY & COLLECTION

How long is the delivery for an order?

Delivery time-frame for orders within West Malaysia is 2-4 business days.

Delivery to East Malaysia may take longer (3-5 business days).

Delivery outside of Malaysia may take up from 5 to 10 business days.

  • Orders placed before 11:00 AM on business days are usually processed on the same day. Otherwise, they are processed and prepared for shipping on the following business day.
  • Please note that this does not apply on pre-ordered items. Pre-ordered items will be prepared for delivery within 2-4 business days after arrival at Hypergear warehouse. You'll be notified via e-mail when your pre-ordered item has been sent out for delivery.

If you do not receive your order after the given time-frame, we recommend to give it some more time and keep track of the shipment using the tracking details provided.

If you notice there is an unusual activity on your parcel delivery or suspect any issue with the delivery of your order, you can contact the courier directly for immediate troubleshoot and to ease communications. Below are the customer service hotline of each courier service used by Hypergear. Please use the tracking number of the shipment as reference.

  1. DHL E-Commerce Customer Service (Malaysia-Domestic): +603-3099 2800
  2. DHL E-Commerce Customer Service (Malaysia-International): 1-800-22-0027
  3. Ninja Van Malaysia Customer Service: +6011-1722 5600
  4. Pos Customer Service (Pos Laju): 1-300-300-300

How does Hypergear deliver items?
Orders placed before 11:00 AM on business days are usually prepared for delivery on the same day. Otherwise, they are prepared on the following business day*
*Please note that this does not apply on pre-ordered items. Pre-ordered items will be prepared for delivery within 2-4 business days after arrival at Hypergear warehouse. You'll be notified via e-mail when your pre-ordered item has been sent out for delivery.
We utilize the courier services listed below to deliver orders from this website. Click on the name to visit their respective website.
  • DHL E-Commerce (mainly for deliveries within West Malaysia)
  • Ninja Van (for deliveries to East Malaysia)
  • Pos Laju (mostly for deliveries of small items to East Malaysia)
Does Hypergear ship overseas?
Yes, we can send your order outside of Malaysia. But of course, different shipping charges apply, depending on the region of your delivery address.
The shipping fee will be calculated and shown at the end of a checkout before payment.
My order delivery is overdue and I have not received it
If you do not receive your order after the given time-frame, we recommend to give it some more time (especially during festive seasons and holiday seasons) and keep track of the shipment using the tracking details provided.
If it is way past your order delivery time-frame and you have not received your order or you suspect any issue with the delivery of your order, you can contact the courier directly for immediate troubleshoot and to ease communications. Below is the customer service hotline of each courier service used by Hypergear. Please use the tracking number of the shipment as reference.

  1. DHL E-Commerce Customer Service (Malaysia-Domestic): +603-3099 2800
  2. DHL E-Commerce Customer Service (Malaysia-International): 1-800-22-0027
  3. Ninja Van Malaysia Customer Service: +6011-1722 5600
  4. Pos Customer Service (Pos Laju): 1-300-300-300

Nonetheless, if you need assistance from us, Hypergear Customer Support team is ready to help. Reach out to us at 1-700-81-7377 or at care@hypergear.com.my

I have not received my pre-ordered item
Pre-ordered items are expected to be delivered within our standard delivery time-frame after the estimated date of arrival. Estimated date of arrival is stated on the page of each pre-order product as "ETA" or "Arrival" or "Estimated Arrival".
We always try our best to deliver orders as soon as we can. Nevertheless, as the name suggests, these ETA's may be inaccurate due to various possibilities such as delay in manufacturing stage; delay in shipment or at customs clearance; or, unlikely but possibly, natural disasters that may affect the shipment or its journey. Should there be any delay, you will be notified via e-mail.
However, if it is past the ETA of your pre-order and you have not received the item nor did you receive any notification from us, please contact Hypergear Customer Support at care@hypergear.com.my and provide them with your order number.
My parcel status shows that it has been delivered but I have not received it
There are several possibilities if this happens to you;
  • Parcel delivered to a wrong address by the courier.
  • Parcel delivered to the correct address as given, but received by another person at the premise.
  • If your delivery address is at a shared premise such as a college address, office premise or apartment, your parcel could be at the 'receiving department' at the premise or received by someone at the premise on your behalf.
  • Parcel returned to sender after failed delivery attempt.
If necessary, we can help procure the proof and details of delivery of your parcel from the courier. A Proof of Delivery (POD) usually contains the name, IC number and signature of the person who received your parcel as well as the location and photo of the premise that it was delivered at.
Contact us at care@hypergear.com.my or 1-700-81-7377 for assistance on this matter.
Can I change my delivery address / receiver name and phone number?
Shipping details such as name, address and phone number in an order can only be changed if it has not been sent out from our warehouse. Do contact us at care@hypergear.com.my for assistance on this. In the e-mail, please provide the items below:
  • A copy of the order confirmation.
  • The name of recipient / delivery address / recipient's contact number that you would like to change to.
In the case where the order has been sent out, request to change any detail will most likely not be entertained by the courier. Therefore, be sure to provide all details correctly before you finalize an order.
Parcel that is unable to be delivered will eventually be returned to sender (Hypergear) if the recipient does not collect it at the post office within a specific time. After it has been successfully returned, we can amend your details and send out your order again for delivery to the updated address. Should an issue like this repeat in the same order, customer will have to bear the cost for re-delivery.
Can I collect my order instead?
When making a purchase on www.hypergear.com.my , you have the option to choose:
  • "Shipping" to have your order delivered to you. Delivery charges apply for every purchase amount of less than RM40.00.
  • "Click & Collect" to collect the order at Hypergear store at Suria KLCC. No delivery charge will be incurred.
If you had opted for "Shipping" when placing an order, but now would like to collect it at the store, do contact Hypergear Customer Support at care@hypergear.com.my or 1-700-81-7377. Your request will be approved if the order has not been sent out and the item(s) you ordered is/are available for pick-up at the store.
Can I request for delivery after opting for self collect?
When making a purchase on www.hypergear.com.my , you have the option to choose:
  • "Shipping" to have your order delivered to you. Delivery charges apply for every purchase amount of less than RM40.00.
  • "Click & Collect" to collect the order at Hypergear store at Suria KLCC. No delivery charge will be incurred.
If you chose "Click & Collect" when ordering but have changed your mind and would like to have your order delivered to you, do contact Hypergear Customer Support at care@hypergear.com.my and provide the information below:
  1. A copy of your order confirmation
  2. Recipient name
  3. Delivery address
  4. Recipient's contact number
Request for delivery will only be approved if the order has not been redeemed at the store. Delivery charges may apply if the purchase amount of your order is less than RM40.00.

RETURNS & warranty

How to make a warranty claim?

All authentic Hypergear products that have been registered for warranty on the website or on Facebook Messenger are entitled to a 1-year warranty.
If within 1 year of purchase your Hypergear product is damaged or becomes faulty, or you notice a defect on the product, you can make a warranty claim to request for a replacement with the condition that:
  • the product has been registered for warranty,

or, if you did not register the product,

  • you are able to present the proof of purchase (legible receipt / order confirmation email).
If your claim is approved, Hypergear will provide you with a replacement of the same product. In the rare case where the product is out of stock or no longer available, Hypergear will provide you with another variant (same model in different colour), another product of the same price, or a refund.
Warranty Claim Procedure
1. Fill out Hypergear Warranty Claim Form. In the form, you will need to provide at least a photo of the damage/defect as a pictorial proof to support your warranty claim.

2. Once submitted, the claim will be reviewed for approval. Upon approval, you will receive a 'Warranty Claim Approval Note'. If we find the product ineligible for warranty, your claim will be declined and you will be notified with a 'Warranty Claim Decline Notice'.

3. If you receive a 'Warranty Claim Approval Note', you can proceed to return the product together with the approval note to Hypergear Service Centre. The address of the service centre is stated on the approval note. You can return by means of postage using your preferred courier service, or by visiting the service centre.
  • Return costs are borne by returnee.
  • If you return the item using courier service, you are strongly advised to keep track of the parcel delivery activity. Hypergear will not bear any loss of item in return transit.
  • Direct returns (by hand) at the service centre is usually less time-consuming and can be cost-saving if your location is near the service centre. If further review on the returned item is not required, you will get the replacement product immediately.

4. Once the returned item has been received by the procurement department at the service centre, replacement/refund will be processed. This may take up to 7-10 working days.


5. Once the replacement item has been shipped out, you will receive a notification from us via e-mail. Refund 

How to register my product for warranty?

What does Hypergear warranty cover?

What is the return procedure?

Can I return a defect item?

Can I return an item that has been damaged over time?

Can I return an item I received in good condition?

Can I return an item I bought from a third-party seller / another store?

PRODUCTS

How do I test my Hypergear bag?

Are Hypergear products protected with a warranty?

Besides this website, where can I get Hypergear products?

Are the prices at walk-in stores same as the prices on Hypergear website?

What is Hypergear's largest bag?

How is Dry Bag Lite different than the standard Dry Bag?

CONTACT US

CUSTOMER SUPPORT

1-700-81-7377
E-mail: care@hypergear.com.my
WhatsApp: +6012 989 3112
Monday - Friday (excl. Public Holidays)
9:00 AM - 6:00 PM

RECRUITMENT

E-mail: hr@hyper-gear.com
Monday - Friday (excl. Public Holidays)
9:00 AM - 6:00 PM

COLLABORATION & SPONSORSHIP

E-mail: crystal@hyper-gear.com
stephen@hyper-gear.com
Monday - Friday (excl. Public Holidays)
9:00 AM - 6:00 PM

DISTRIBUTION & DEALERSHIP

E-mail: kenny@hyper-gear.com
alex@hyper-gear.com
Monday - Friday (excl. Public Holidays)
9:00 AM - 6:00 PM
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