Frequently Asked Questions (FAQ)

I am new to Earth Flame Center:  Where do I start?

The first step is to register as a member of Earth Flame Center.  Registration is free and easy!
To register, simply select a unique username (Log-In ID) along with a secure password and provide your valid email address.

Do I need to register in order to make purchases?

Yes, registration is necessary for you to become a member of Earth Flame Center and be able to make purchases at anytime.  You need to register only once. It is important to us that all members participate in an honest and professional manner.  This also allows us to ensure the security of all users.

Once you become a registered member, you are able to track your purchases, keep a record of your transactions and be regularly notified by email of Earth Flame Center’s promotions and sales.

Can I register under more than one account?

No.  Earth Flame Center will only allow you to register one account per user.  In case that you have forgotten your username or password, please don't create a new account in an attempt to remedy the situation. Instead, click on the "Forgot your username or password" link when trying to Log In.

You will be asked to enter the e-mail address you have registered with so that Earth Flame Center can send you your current Login ID and Password right away. You may contact our Customer Service for further assistance.

How do I make a purchase on the site?

You can add any products in the shopping cart first, however you still have to Login or Register a new account during the checkout process which is compulsory by our system. If you are a new user, you need to register as a member of Earth Flame Center.

To make a purchase, please click here for more info.

How can I update my registration information?

Earth Flame Center’s members may update their contact information (e-mail address, mailing address, and phone number) by using the "My Address" link under My Account Section. Updating this information is vital for communication with our customers as well as creating an honest and secure environment for all our members.

What about the privacy of my information?

Your privacy is very important to us.  Earth Flame Center is fully committed to protect your rights and privacy within our on-line community. We do not sell, rent or otherwise release registered user information to third parties and this information is not used for marketing purposes. We do not voluntarily allow your e-mail address or any other personal information to be displayed anywhere on our website, except in the My Account Control Panel which is accessible only by you with your password.

What are the payments methods available?

Earth Flame Center currently accepts:
(i)  Direct deposit; Funds transfer through Internet Banking; 
(ii) Third Party Payment Services ie: Paypal (Credit Card - Master & Visa)

Is it safe to use my credit card?

Your credit card is used through PayPal. Paypal is a secure payment gateway that protect your card information and prevent online fraud. Your security is our priority!

When you use PayPal, your confidential information is never exposed to online merchants.

Can I cancel a purchase if I have changed my mind about the item after paying for it?

No.  Please take your time to read the description page of the item and be fully satisfied with it. You may even ask us questions about the item or request for more information before deciding to buy and pay for the item.

Can I return an order?

As a general rule and policy, we will not accept returns and requests for refunds. The exception is when a purchased item does not substantially conform to its description on our website. Then, upon your return and our verification, we will credit the item price into your account for your future purchase after receive the returned item in good condition, excluding shipping costs.

Will I be reimbursed for my duty & tax fees?

Earth Flame Center is not responsible for reimbursement of duties & taxes, especially for our overseas clients. However, you may request a form from your customs office for reimbursement. Please consult your local customs for duties, regulations, and restrictions. We can then provide the documentation for the item returned.
** But so far we have No Issue on this matter from our overseas clients. 

I have not received my order. What should I do?

We apologize if your order does not arrive within the estimated delivery time frame. Tracking information is provided to confirm delivery status for most orders. You can track your order by using the information provided in your shipping confirmation email or by login into your account and select “History and details of my orders” to check your order details.

Please note that if you do not receive your order after the estimated delivery time frame, please contact us by sending us an email. This can be done by contacting customer service.

I won't be home when my order is scheduled to arrive. Can my order be re-routed to another location?

Unfortunately, for insurance purposes, we are unable to re-route orders while in transit. Once the first delivery attempt is made, you may contact the courier company and reference your tracking information to make the necessary arrangements to have your order delivered to an alternate address. Certain charges may apply.

My order shows it was shipped, but the tracking information does not provide any details. Why?

If your order has been shipped recently, it probably has not received its first destination scan. It may also be that the shipping company has not updated the information on their site. Please contact customer service if you do not receive your order after the estimated delivery time frame.

I paid for 2 orders on the same day. Will they be shipped together?

No, orders are shipped individually. However, we may be able to combine them if your first order has not been shipped.

To ensure that your items are shipped together, please make payment for the items together.

Do I have to pay for duties & taxes?

Yes, please be advised that you are responsible for custom fees and duties on all packages shipped out of Malaysia. Please consult your local custom for duties, regulations and restrictions.

It's been 3 weeks, why have I not received my order?

For domestic orders, it typically takes 1-2 working days for delivery within Peninsula Malaysia and 2-3 working days for Sabah and Sarawak.

If your order was shipped via Registered Airmail Service (for International Orders),  it will take about 15 - 20 working days to reach your doorstep.

Please contact us if you have not received your package by the said time frames.

I have other enquiries, What shall I do?

Please contact us at enquiry@earthflame.com.my