Frequently Asked Questions (FAQ)


Payment Information

Q: What kind of payment options do Orange2U offer ?

Orange2U offers a variety of payment options as below:

METHOD 1: CREDIT CARD

  • Online payment via ipay88 (Visa or Mastercard).
  • Online payment via PayPal (Visa or Mastercard).

METHOD 2: BANK-IN

Offline bank-in (cash or cheque) payable to Orange2U Sdn Bhd, please find our bank account information below:

Bank: Maybank

Account No: 514815500512

 Account Name: Orange2U Sdn Bhd

Swift Code: MBBEMYKL

After bank-in, please email us the scanned copy of the payment slip or fax it to us at +603-4149 2749 with the following details:

1. Order reference no.

2. Your name and contact no.

3. Payment amount and indicate if cash or cheque.

4. Date and time of bank in

5. Cheque number if payment by cheque

Please note that order will only be processed after the cheque is cleared or cash is deposited.

 

Q: How secure is shopping with Orange2U ?

We want your online shopping to be worry-free, so we use SSL (Secure Socket Layers), the industry standard encryption standard for online purchase. All of your personal information, including your credit card number, is encrypted by SSL while you are placing the order.

SSL encrypts your order information to avoid the decoding of that information by anyone other than Orange2U. To check the security of your connection, look at the URL address bar of your browser window when you begin to checkout. If you see an unbroken key or a closed lock (depending on your browser), then SSL is active. When accessing a secure server, the first characters of the site address will change from "http" to "https".

We endeavor to make every transaction you make at Orange2U 100% safe. This means that you pay nothing if unauthorized charges are made to your card as a result of shopping at Orange2U.

 

Q: When I click on the button "Credit Card Payment with ipay88", nothing happens after that. Why ?

Please examine the settings of your internet browser if pop-up blocker is turned on. We need the pop-blocker to be turned off.

For Internet Explorer users, go to Tools->Pop-Up Blocker->Turn-Off Pop-Up Blocker.

 

Q: I came across the name ipay88 in Orange2U, what is ipay88 ?

Orange2U accepts online credit card payment using ipay88 (accredited by Bank Negara Malaysia) and it is a secure online system that offers our customers safe transaction over the internet. ipay88 also uses 3D secure where extra authentication from the bank is required.

 

Q: Why do I have Mobile88.com in my credit card transaction records rather than Orange2U ?

Do not worry because our payment gateway partner, ipay88 (owned by Mobile88.com Sdn Bhd) collects payment on behalf of Orange2U.

 

Q: Why Mobile88.Com is on my billing statement?

iPay88 Sdn Bhd has appointed Mobile88.Com Sdn Bhd as its sole authorized reseller of all iPay88 merchants. If you have a Mobile88.Com or Mobile88.Com Sdn Bhd charged on your statement, it is very likely that you or someone in your household placed an online order with us.

 

Q: How do I know if my payment has gone through?

When you submit your payment details, the iPay88 payment service will request authorisation from your Card Issuer and carry out any fraud screening checks on Orange2U. Depending on the outcome of the authorisation request, you will see either a successful or a failed message on screen which will confirm the result of your transaction.

A successful payment will also be confirmed by email. This email will include the details of your purchase and your Transaction ID, which is a unique reference for your payment, and should be quoted on any correspondence with Orange2U. It will be sent by iPay88 to the email address you have provided when entering your payment details.

If you receive more than one email and you have only made one purchase, please contact Orange2U and inform us that you have placed multiple orders by mistake. We will arrange a refund if necessary.

 

Q: Why my payment was declined?

This could be for many different reasons, however, iPay88 is not informed of the exact reason why the transaction has been declined. Reasons why your payment was declined include:

  • Some of the card/personal details entered does not match the information held by your Card Issuer
  • You do not have enough cleared funds on your card to cover the amount of the purchase
  • Your card has been reported as lost/stolen and been cancelled by your Card Issuer
  • Your card has or is due to expire and has been replaced by your Card Issuer
  • Your card has recently been replaced by your Card Issuer but not yet activated
  • Your card cannot be used to pay for goods/services in a Cardholder-Not-Present environment (online/over the internet)
  • There may be a problem with your Card Issuer’s authorisation system
  • You haven't activated 3-D Secure (Verified by Visa and MasterCard SecureCode) of your card

If you are sure that one of the reasons above does not apply to your payment attempt, we recommend that you try again. However, should the problem persist, please contact your Card Issuer to find out further information.

If this means you are unable to pay by credit card or Online Banking through iPay88, please email us at support@orange2u.my.

 

General Questions

Q: I cannot remove and add items into my shopping cart. Why and how to resolve this ?

It should be a memory problem from your browser. Please follow steps on below link to delete the cookies:

http://kb.neowave.com.my/?View=entry&EntryID=58

 

Q: How do I view/use my soft-pin after purchased?

We will send the serial no. & password to you in picture format to your EMAIL ADDRESS. Once you received the serial no. & password, you may procedd to key in the codes purchased onto the reload page of the game website.

Delivery time: 15 minutes after payment confirmed (Mon-Fri, 8.30am-5.90pm)

* Please provide us a VALID email address so that the soft-pin can be delivered to you.

 

Q: I have signed up to Orange2U but cannot login with my password. Why ?

One of the possible problem is that your account is not verified. A email with verification link had been sent to your registered email address for verification, please click on the verification link to activate your account.

Alternatively, kindly contact us at support@orange2u.my for technical assistance.

 

Q: I have a user account with Orange2U but forgot my password, what should I do ?

It is easy, go to My Account page and click on the Forgot Password link. You will be prompted with a window and please enter your email address (it must be the same email address you registered with Orange2U). The password will be sent automatically to the registered email address.

 

Q: I have a user account with Orange2U, how do I change my personal info and shipping address ?

Go to My Account page, login and you can modify your account details there.

 

Q: Can I buy from Orange2U without creating an account ?

Unfortunately no. However once you have created an account with us, it will be easier for you to shop with us next time. Just use your login (your email address) and password next time you shop with us. All your personal and address information will be automatically retrieved from your account.

 

Q: How do I know Orange2U latest news and promotions ?

Just subscribe to our newsletter, which we published monthly. Or you can subscribe to our  to get latest updates about our New Arrivals, Best Seller Products and Special Deal.

 

Q: How can I unsubscribe from the newsletter mailing list ?

You can unsubscribe by email us at support@orange2u.my with the message title Unsubscribe and we will remove your email from the mailing list.

 

Q: I have received a few emails from Orange2U. What are Orders Received, Orders Processed and Payment Receipt?

Order Received: This email informs you that Orange2U has received your orders and will process it as soon as possible.

Order Processed: This email confirms Orange2U has processed your order.

Order Shipped: This email confirms that Orange2U has delivered/shipped the order to your shipping address.

 

Q: I can't find a particular product/item I want from Orange2U online store, what can I do ? 

Kindly contact us at support@orange2u.my or call us at 03-4142 7644 for further enquiries. We will try our best to assist you or recommend you an alternative.

 

Returns

Q: Can I return an item after it is delivered to me?

Yes, you can. However, there are terms and conditions for this. Please refer to the Refund Policy page for more information on this.

 

Q: What should I do if I want to make a return?

All items purchased through Orange2U are returnable or exchangeable within SEVEN (7) days after the received date. All returns must be in good condition (contain every component parts) and all original packaging (including invoice) must be in place for full refund to be issued. Please call us at +603-4142 7644 for assistance returning the item.

 

Q: What should I do if I want to return a gift sent to me?

Any gift returned will be refunded to the original purchaser’s method of payment, you can’t get a store voucher for a returned gift item.

 

Q: How long does it take to get a refund?

Once the returned item is received and inspected (usually within 48 hours), your refund will be processed and automatically applied to your credit card or original method of payment within 3 working days.

 

Please take note that it is depending on your credit card company, it might take an extra 2-10 working days to credit the refund to your account.

Delivery

Q: How long is the delivery time?

Orders from Malaysia need 3 working days while international orders take up to 5-7 working days upon your payment. Once your order is sent out, you will receive an email with the delivery service provider and tracking number.