How To

User Onboarding Process: Guiding Visitors Through Your Website

If you're new customer who would like to place an order or quotations with us, you can now place order as normal. We are also proud to offer a priority helpline for those who are extermely vulnerable.
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Frequently Asked Questions

Have questions about Machine Mart? Find answers to commonly asked questions below. If you don't see your question listed, feel free to reach out to our friendly customer support team.

MY ACCOUNT

I forgot my password, What should I do?
  1. Go to “Customer Login Page” and click “Fogot Password”
  2. Enter your ”Email Address” and click ”Email reset Link”.
  3. You will receive an email notification regarding your password reset.
How do I manage my account?

You can edit or update your account detail here

Do I need to create an account or register before placing my order?

Yes, you need to create an account before you can place an order.

I can't log into my my account, what should I do?

You can contact our customer support and he will assist you with the problem.

ORDER AND PAYMENT

I have placed an order and made the payment. What should I do next?

A confirmation email will be sent upon completing the payment and your order will be processed.

Should you opt for delivery, you will be notified when your order is ready to be delivered.

For store pick-up, you will receive an email/WhatsApp notification from us when your order is ready for pick up.

If I added the item in my cart, does it confirm that the item is reserved my me?

No, items added to cart is just an earliest step of online purchase, so it’s not a confirmation of purchase unless payment has been made.

What are the payment method available?
  1. You can use a Direct Bank Transfer to pay for your order but make sure you sent us a screenshot of the receipt and provide us your order ID as a reference.
  2. You can also pay by cash upon pickup or delivery.
How do I know if my payment is successful?

You will receive a confirmation email/message from our staff if your payment is successful. Should you have issues with your payments, please contact us.

I am missing an item from my order, what should I do?

Let us know if you did not receive an items or we sent you the wrong item. You can contact our shop that you have collected your goods from

Or bring your items together with the receipt as a proof of purchase to our shop and we will check them for you.

What if the items is out of stock at your online store?

You can head to our retail stores to check on item availability. We would advise you to call ahead to check if the shop has the item in stock. Please see our Store Locations for our operating hours.

or

You can Whatsapp our hotline and inquire regarding the goods. We will check with our store together with our supplier and get back with you.

Can I cancel my order?

Orders can’t be cancelled until further notice.

RETURN & EXCHANGE

How do I request for a refund if there's an issue with my items?

All goods sold are non-refundable. If you have any issues with the items you purchased from Machine Mart, please contact our customer support for the replacement or repair.

How does the Product Replacement Policy works?

We offer a 6 month business days faulty product replacement policy.

The faulty product replacement policy begins on the next business day of your purchase, except for the weekends and Public Holidays. For example, if you have made a purchase in our store on Monday, you have a period of 6 months to replace the faulty item. For online orders, the 6 months replacement policy applies after you have received the item.

We will test the faulty item before providing you with a replacement item.

We will adjust the product exchange period during Public Holidays

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How does the Product Exchange Policy Work if one of my items is End-of-Life or Out of Stock?

End-of-life items

Suppose one of the items you’ve purchased is faulty and is categorized as an end-of-life product. In such case, we will evaluate your situation and replace the item with similar specifications. If you would like to have a replacement which costs more than the original item, you will have to top-up for the price difference.

Out of stock items

If one of the items you’ve purchased is faulty but is currently out of stock, you can either:

  1. Wait for the new product shipment to arrive, or
  2. Replace the item with similar specifications

If you would like to have a replacement which costs more than the original item, you will have to top-up for the price difference.We do not offer refunds if your replacement items cost less than the original item.

We offer a one-time replacement policy. Should you have any further issues with the item, kindly refer to our service centres located here

Can I still have my faulty items replaced if I have made the purchase more than 6 Months?

After 6 months, kindly WhatsApp our supports, who will then refer you to our mechanics at our service centers located here, who will assist you in diagnosing the issue. You do not need to make an appointment to reach our mechanics, just bring your items and proof of purchase over to one of our service centers.

DELIVERY & COLLECTION

How do I request for a change of address for the delivery incase I went abroad?
  • When you checkout, there’s an option for it, just tick the box and enter the address that you want the good to be delivered.
  • You can contact our support and provide him the Order ID and details of the address that you want the good to be delivered.
How long can I expect my parcels?

For Instock Items:

All deliveries will take atleast 2 business days (excluding Sunday & Public Holidays) unless stipulated otherwise.

For Ordered Items:

All deliveries will take atleast 1 month business days (excluding Sunday & Public Holidays) unless stipulated otherwise.

Our staff will notify you with a call on the date and time of delivery before delivering to you. Should you not be able to receive your order, they will arrange another re-delivery time with you.

Can I track my items?

You can check with our staff by calling the assigned branches and asked them regarding the status of your items.