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Frequently asked questions

Can non-Malaysians buy from the U Mobile Online Store?

How do I place an order?

How will my order be delivered?

What does each “Status of Order” mean?

FAQs T&C

Can I purchase/order any device from U Mobile Online Store during Movement Control Order (MCO) period?

Yes, you can order any device available from our Online Store.

When can I expect the delivery of the device ordered?

Purchases made from 24th April 2020 onwards shall be delivered within 3 working days if you are within Peninsular Malaysia and for East Malaysia it is estimated to take 5 working days. This is only applicable for all areas excluding Covid-19 Red Zone areas and any other areas with specific access restriction as designated by the Malaysian Government

When can I expect the delivery of the device ordered (if fall under Red Zone)?

Delivery for all such Covid-19 Red Zone are at best effort during MCO period and may take up to 2 – 3 weeks or after MCO is lifted.

What is contactless delivery for devices?

Due to COVID19 pandemic, U Mobile puts health, safety and well- being of its customers and partners as its highest priority. In view of this, all deliveries are conducted following contactless delivery in line with Malaysia’s Government ruling. Upon successful delivery of the product by our delivery agent, the online tracking status will be updated as “delivered” and you are deemed to have acknowledged receipt of the product. No refund request will be entertained.

Can I request to cancel my order and refunds?

Due to restriction area set by Malaysia Government, you may request for cancellation of your Order if:

You have made the purchases from 7th April 2020 and throughout the MCO period; and
The delivery address falls under “undeliverable area” such as Covid-19 Red Zone areas (as designated by the Malaysian Government).
U Mobile reserves the right to put the Order on hold or reject the cancellation request if the above requirements are not fulfilled

How do I know my delivery address falls under RED zones?

U Mobile will inform you via SMS (delivery notice) if your delivery address falls under RED zones and if you wish to cancel your order, please contact U Mobile customer service +6018 388 1318.

Upon receive SMS from U Mobile for delivery notice, within how long I can request for refund?

All refund request are only allowed within 30 days from the receipt of the SMS from U Mobile

How long does it take to get refund?

Upon receiving customer’s order cancellation request, U Mobile will process and refund accordingly. Processing time may take up to 21 business day.

Other than Online Store, where can I purchase device with U Mobile?

You may visit to our Branches and Store to purchase devices at your choice.

Where can I check on stock availability?

You can refer to https://www.u.com.my/devices/extras/device-stock-availability for availability at selected U Mobile stores.

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