Frequently Asked Questions

Purchase and Payments

• How do I browse your store’s products?
  Navigate to our main menu and select “All Countries SIM Cards”. And select based on the country of destination that you are visiting.
  
  
• I found what I like. How do I buy?
  Click “Add to Cart” and you will be directed to the Shopping Cart page. To add more items, navigate back or click on “Our Products”. At any time, you can click on the cart icon at the top right corner to review your items. Once you are done shopping, select proceed to Checkout page to complete purchase.
  
  
• I have a coupon code. How do I use it?
  Just insert the coupon code in the Shopping Cart or Checkout page.
  
  
• What payment methods do you accept?
  We accept credit cards and online banking through eGHL payment gateway. You can also select "Bank Transfer" method for manual bank in.
  
  
• Can I cancel my order after I have made payment?
  Unfortunately, cancellation of orders are not allowed once orders are placed.
  
  
• Is the data inside these cards enough for my usage?
  An average person consumes 4GB (4000MB) of data in a 15 days period. More less if travelling overseas for leisure as most of the time will be spent looking at sceneries or participating in some form of outdoor activities. Here is an example of a typical daily data usage overseas:
  
  

  Typical daily data usage overseas example (Total 4GB in 15 days)
  Usage	Average Size/Unit	Usage/Day	Total Usage
  Website or App Browsing	0.5MB/page	100 pages	50MB
  Text Emails	0.02MB/Email	50 Emails	1MB
  Emails with attachments	3MB/Email	5 Emails	15MB
  Sending message ( WhatsApp/WeChat )	0.001MB/message	1000 messages	1MB
  Data voice call ( WhatsApp/WeChat )	0.2MB/minute	30 minutes	6MB
  Upload photo ( WhatsApp/WeChat )	1MB/photo	10 photos	10MB
  Upload photo or video ( Instagram/Facebook/WhatsApp )	2.0MB/photo	20 photos	40MB
  Watch a YouTube video	5MB/minute	20 minutes	100MB
  Get turn by turn directions using waze or google maps	5.0MB/hour	8 hours	40MB
  Average overseas usage per day*			263MB

  *Only for your reference. Different users will have Different usage pattern.

Returns

• Can I return the items I purchased and get a full refund?
  Unfortunately return of items are not allowed once shipped to you. However return of items is possible if you received items other than what you have ordered.
  
  
• I received wrong items. What should I do?
  Please snap a photo of the wrongly sent items together with its packaging box and email to [email protected] or whatsapp to us at +6013 688 1010.  Please also mention your order number in the email/whatsapp.

Unusable SIM Cards & Refunds

• I am currently overseas and unable to use the SIM card. What should I do?
  Please Whatsapp us at +6013 399 1010 and we will guide you to make it work.
  
  
• If after your assistance and the card is still unusable, will I get a full refund?
  If after 24 hours after we have acknowledged the problem and it is still it is unusable due to faulty SIM card, you will be able to get a full refund (read here). Remember to contact us via Whatsapp first for us to guide you or else your refund claims will be void. However, if it is due to the country’s Telco network problems you will need to wait for them to fix the issue.  Also, sometimes there will be update or change of Telco plans at their discretion which is beyond our control. We are not responsible for issues caused by the Telco and will not process a refund for you.
  
  
• I did not contact you when unable to use the card. Can I claim refund when I return?
  Unfortunately we will not provide a refund if you did not contact us to solve the problem. Unusable SIM cards are due to wrong settings or incompatible phone models which can be solved by changing the settings or use the SIM card in another phone.
  
  
• My phone is not compatible with the SIM card and is unable to use it. Can I claim full refund for this card?
  If the card is not activated, you can use it next time as the SIM cards are not refundable. However if the card is activated, we will provide 60% refund as 40% will be used to partially bear the cost of the SIM card. We will provide proof of activation from Telco/Service provider to show that the card has been activated.
  
  
• My phone is region locked and can only accept South East Asia SIM cards. Can I still use this card  overseas?
  If your phone is purchased in Malaysia and it is a Malaysia set, you can certainly use our SIM cards. However for brand new phones, please ensure you have used it with a local Malaysia SIM card and make calls or receive calls of at least 15 minutes before you use it overseas. Using it with a local Malaysia SIM will unlock it and enables you to use overseas SIM cards.
  
  
• I purchased my Phone overseas with a plan with it. Will I be able to use your SIM cards?
  Some phones are "network locked" meaning it can only use it with a certain plan. You have to check whether it is "network locked". If it is then you will not be able to use any other SIM cards except for the binding network cards.

• I am using an old 3G phone. Can I use your SIM cards?
  If you use a 3G phone, you will restrict yourself to just the 3G network in the particular country which will dramatically affect your network experience. Many advanced countries has stopped providing 3G coverage and has moved on to 4G, 4G+ and 5G network. So please do not use a 3G phone when you travel overseas. It is advisable to use a phone model from year 2019 and above. 

Using SIM Cards in Locked Phones and MiFi Devices

• There is a sticker on the box of my phone stating "South East Asia SIM cards only". Can I still use this card  overseas?
  If your phone is purchased in Malaysia and it is a Malaysia set, you can certainly use our SIM cards. However for brand new phones, please ensure you have used it with a local Malaysia SIM card and make calls or receiving calls of at least 15 minutes before you use it overseas. Using it with a local Malaysia SIM will unlock it and enables you to use overseas SIM cards.
  
  
• I purchased my Phone overseas with a plan with it. Will I be able to use your SIM cards?
  Some phones are "network locked" meaning it can only use it with a certain plan. You have to check whether it is "network locked". If it is then you will not be able to use any other SIM cards except for the binding network cards.
  
  
• Can I use your Travel Prepaid SIM cards in my MiFi device?
  You can use it if it is not SIM locked to a particular network. You can test it by inserting various local telco SIM cards to see if it works. If it works then you can use our Travel Prepaid SIM Cards, unless stated otherwise on our product page.

 Shipping & Delivery

• How long will it take for my purchases to arrive?
  Please expect 2 to 3 working days in Peninsular Malaysia and up to 4 working days if you are in Sabah & Sarawak. We process orders from Monday to Friday 9am to 1pm.
  
  
• What are the shipping rates?
  It is Free for delivery in Malaysia for purchases above RM100.  For international charges, please refer here for detailed information.
  
  
• Where are the goods delivered from?
  All goods are delivered from our Operations Centre in Ara Damansara.
  
  
• How do I track my orders?
  Once items are shipped out from our Operations Centre, you will receive an email containing the tracking number. You can start tracking it at the end of the day because the tracking system may take some time to be updated.
  
  
• I purchased online and selected "Self Collect" as shipping method. When can I go to collect my order?
  You can collect your order 2 hours after you placed the order. But take note of self collection time which is from Monday to Friday, 9.30am to 4pm at Ara Damansara. We are closed on weekends and public holidays.