Terms & Conditions
Thank you for shopping at tongahbakery.com
Here are a couple of things your should know before you proceed with your order.
Order Processing & Delivery
- All orders are processed within 1-3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. Please check your junk/spam folder regularly just in case our email ends up there.
- Delivery lead time for orders to reach you (after processing and packing) is:
- West Malaysia: Estimated 3-5 working days*
- East Malaysia: Estimated 8-15 working days*
- Singapore: Estimated 7-10 working days*
*subject to courier service's changes
- During peak & festive period, please allow 3-5 business days (excluding weekends and holidays) and additional 5-7 working days for delivery lead time.
- Delivery charges for your order will be calculated and displayed at checkout. On some occasions when we offer "free delivery" promotion, there will be 2 shipping options displayed during checkout. Should you choose to checkout with a shipping fee, we are not obligated to refund you the shipping fee.
- Kindly ensure that street names and postcode is accurate. We are not liable for incorrect shipping details.
- If the packaging seal is opened or damaged, please do not accept the parcel. Should you choose to accept the parcel, we are not liable for any missing or damaged goods.
- If you are not available at the given address to receive your order, please contact the courier service within a stipulated timeframe for 2nd delivery attempt. If the order is not collected within the stipulated time, the order may be disposed or returned to us. In this case, we do not accept any request on refund for the amount purchased.
Return & Refund
- If you would like to cancel your order, please notify us within 24 hours once your order is confirmed. If your request is accepted, we will refund the amount via credit voucher only. There is no expiry date for the credit voucher and you can apply the voucher on your next purchase.
- Orders cannot be cancelled once they have been passed to the courier.
- Return and refund of orders can be arranged under the following reasons:
- The order received is damaged and unfit for consumption; or
- The order received is different from what you have ordered
- Should there rise a situation listed above, please notify us within 48 hours via email (with RETURN & REFUND subject title) with pictures of your order and reasons for return & refund. We will get in touch with you within 7 days after receipt of your email on next course of action. Please send the email to email@example.com.
- Once your order has been accepted for return & refund, please send the order back to us in its original packaging at the following address within 14 days from the date you first received it.
Tong Ah Cake House Sdn Bhd
7, Jalan Kempas 2/4,
Kawasan Perindustrian Tanah Tampoi,
81200 Johor Bahru,
- You shall be responsible for the risks and condition of the parcel until it is returned to us. We are not liable for any loss or damage to the parcel during its return course to us. All return & refund cases will take at least 2 days for inspection.
- You acknowledge and accept that all returned products will be subject to an examination by us and we reserve the right to replace or issue the refund for the returned products in the following situation, including without limitation:
- Change of products without any specific reason;
- Non-faulty products;
- Promotional items
Cancellation of Orders by Tong Ah Cake House
Tong Ah Cake House reserves the right to cancel any order by giving advance notice. A full refund will be provided in such cases. This is due to our products are being subject to strict quality control, failing which we might have to cancel your order to ensure that you do not get a defective product. Please understand that all cancellations are made for the good of the customer.