Order, Shipping & Return FAQs

We accept credit cards (VISA, Mastercard, FPX and E-Wallets).

Please contact us at [email protected].

All of our transactions are based in Ringgit Malaysia (MYR). If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

How Secure Is My Online Order?

Ascend Health adheres to the highest industry standards to protect your personal information. Your credit card information and personal details are encrypted during transmission using SSL (secure socket layer technology), which is widely used on the Internet for processing payments. We don’t sell, lease or otherwise distribute any personal customer information. card provider's network, where your card and transaction is authorized and approved.

How Do I Change Or Cancel My Order?

We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment.

Can I Change My Shipping Address After Placing An Order?

Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vacational address as we do not know how long the destination's customs department will have the package on hold.

What Carrier Do Your Orders Ship?

All orders are shipped via Ascend Health’s courier partners. (Mainly GDEX and DHL)

What Are The Shipping Times?

Due to high demand for our products, please allow 3 business days for delivery (within Malaysia) / 7 business days (Singapore) / 1 to 4 weeks (Rest of the world). If your order hasn’t arrived inside the estimated delivery times, please contact our support team at [email protected].

When Will My Order Ship?

Orders are usually processed and shipped within 1-2 days of purchase. We do our very best to get the product to you as soon as possible. We know you are looking forward to your awesome purchase. One thing we guarantee, product delivery. Customer service is the backbone of our company.

How Do I Track My Order?

We will email your tracking information as soon as your order has shipped.

How Do I Return An Item?

If there are some hiccups with your purchase and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return.

Our customer service team will review the return request and will send further instructions if the return is approved.

For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.

Will Shipping Be Covered For My Returns?

All return shipping fees and other miscellaneous fees are the responsibility of the customer.

What If The Items I Received Defective/Incorrect/Damaged?

Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

How Long Is The Returns Process?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

When Will I Receive My Refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.