FAQs
Haven't found what you're looking for? We're happy to answer any questions you may have. Simply browse our most frequently asked questions below, or reach out to us if you need further assistance.
My Order
Can I track my order?
Yes! You’ll receive an email once your order has been packed and dispatched to the courier. You can then track your shipment using the tracking number provided in the email.
Alternatively, you can check the order shipment status in My Account > View Orders.
Important:Please note: You must be registered and logged in to access your order history. Orders placed as a guest will not appear in your account.
I made payment but did not receive confirmation email.
If you have not received a confirmation email after making a payment, please provide your email address, order number, and proof of payment to our Customer Service. Our team will promptly assist you.
What if I forgot to add my PROMO Code?
Once an order has been placed on the website, we’re unable to make any amendments, including adding a promo code. We apologise for the inconvenience caused.
Can I change or cancel my order?
Unfortunately, once an order has been placed, it cannot be modified, added to, or cancelled. For a smooth experience, please confirm all details at checkout.
Can I change my delivery address after I’ve placed my order?
Once an order has been placed, the delivery address cannot be changed.
My Delivery
How long does delivery take?
Delivery timelines: West Malaysia: 3–5 business days; East Malaysia: 7–10 business days. International delivery depends on courier and customs processes.
Do you deliver internationally?
Yes. Shipping fees vary by destination, parcel weight, and courier charges. Import duties and customs fees (if any) are borne by the customer.
What are the shipping fees?
Shipping fees are based on the first kilogram (1KG) and may vary according to courier service charges, delivery distance, and total parcel weight. Free shipping applies when your order meets the qualifying threshold shown during checkout.
My order shows 'Delivered' but I have not received it. What should I do?
Please check with household members, neighbours, or building management. If still not located, contact us within 48 hours at cs@smcr.com.my.
I accidentally added the wrong address at checkout, and now my order has been delivered there.
We encourage you to verify all shipping information before completing your order as we are not responsible for any orders that are mailed to the wrong address.
My order arrived with damaged, missing or incorrect items. What should I do?
If you received damaged, defective, missing, or incorrect items, please retain the shipping box, packing materials, and affected products. These will help during the inspection process and ensure a faster resolution.
Contact our Customer Service by reaching out to us at cs@smcr.com.my with:
• Your order number
• A clear description of the issue
• Photos/videos of the damaged or incorrect items (including parcel exterior, airway bill, and internal packaging)
Once we’ve reviewed your request, we’ll arrange for a replacement or issue a refund in line with our policy.
Important:Please report any issues within 3 days of receiving your parcel. After this period, we may not be able to guarantee compensation for such matters.
Can I send an order to more than one delivery address?
If you’d like to send items to different addresses, please place a separate order for each address. Delivery charges will apply to each order where applicable.
Do you cover loss or damage incurred by the delivery partner?
While we do our best to ensure timely delivery, we are not liable for any loss or damage arising from delays or issues caused by the delivery partner, incorrect delivery addresses, or circumstances beyond our control.
My Account
How do I create an account?
1. Click the person icon 👤 (usually found at the top-right corner of the website).
2. Enter your email address in the login field.
3. Click “Continue” — a one-time login link will be sent to your email.
4. Open your email inbox and click the secure login link to access your account.
💡 Note:
- No password is needed — you’ll receive a secure one-time login link each time you sign in.
- If it’s your first time logging in, your account will be created automatically after clicking the link.
Is my personal information safe?
Your privacy is our top priority, and all information you share with us is kept strictly confidential. We will never disclose your personal details to any external company for mailing or marketing purposes. Read our full privacy policy here.If you wish to change or delete your personal details, kindly contact our Customer Service.
I forgot my password.
Good news — you don’t need a password anymore!
Our login system uses a secure one-time email link instead of passwords.
To sign in:
1. Click the person icon 👤 (usually found at the top-right corner of the website).
2. Enter your email address in the login field.
3. Click “Continue” — a one-time login link will be sent to your email.
4. Open your email inbox and click the secure login link to access your account.
💡 Tip:- The login link expires after a short time for security reasons.- If the link expires, just repeat the steps above to get a new one.
Can I place an order without creating an account?
Yes, guest checkout is available. However, customers with an account can enjoy faster checkout, order tracking, and access to purchase history.
What payment methods do you accept?
We accept FPX online banking, major credit/debit cards and selected e-wallets. All transactions are processed through secure, PCI-DSS-compliant payment gateways.
Refund & Exchange
The price has changed since I ordered it, can I get a refund?
The price shown at checkout when you place your order is final. Any price changes on the website after payment will not qualify for a refund.
What should I do if I had an allergic reaction to the product?
SMCR is not responsible for allergic reactions caused by ingredients listed on our website or product packaging.
A one-time return for one unit may be offered if a valid medical report confirms the reaction was caused by our product.
Please review the ingredient list before purchase or use, and ensure you’re aware of any personal allergies.Refer to our Return Policy for full terms and conditions.
How long will it take to receive the refund for my returned item?
Kindly allow up to 14 working days from the date we receive your returned package for the refund to be processed, upon approval.
Can I return a product if I change my mind?
Change-of-mind returns are not accepted due to safety and regulatory requirements for healthcare products.
What items cannot be returned?
Non-returnable items include opened products, promotional items, short-expiry items, mishandled products, and free gifts.
Product & Safety
Are your products registered with the Ministry of Health (MOH)/NPRA?
All regulated products comply with MOH/NPRA requirements. Product registration details are provided where applicable.
Can your products replace medical advice?
No. Products are not intended to diagnose, treat, cure, or prevent any disease. Always consult a healthcare professional.
Are there any allergens in your products?
Please check the product ingredient list. If you have known allergies, consult your healthcare provider before use.
How should I store the products?
Store products in a cool, dry place away from direct sunlight. Refer to each product label for specific storage instructions.
Can these products interact with my medication?
Some supplements may interact with medications. Always consult your doctor or pharmacist before use.
What should I know about product expiry dates?
All products are shipped with sufficient shelf life. Do not use products that are expired or damaged upon delivery.
Professional Partnership
Can I offer your products in my pharmacy or clinic?
Please reach out to us via our Contact Us page, and we'll forward your inquiry to our Business Team.