Frequently Ask Questions

ORDERS & PAYMENT

1. What payment methods do you accept?

We accept payments through eGHL, which supports a range of online payment options. The available payment methods will be displayed during checkout.

2. Do I need an account to place an order?

No. You can shop and check out as a guest.However, we recommend creating a Tong Garden account so you can enjoy membership benefits, earn loyalty points, access exclusive offers and keep track of your orders more easily.

3. Can I change or cancel my order after it has been placed?

Once an order has been confirmed, we are unable to guarantee any changes or cancellations as we may have already started preparing your order. If you need assistance, please contact our Customer Service team as soon as possible and we will do our best to help.

4. What happens if my payment is unsuccessful?

Orders with an "Awaiting Payment" status will automatically be cancelled if payment is not completed within 60 minutes. If payment has been deducted but your order has not been confirmed, please contact our Customer Service team with your order number and payment details so that we can assist you.

5. How do I know if my order has been confirmed?

Once your order has been successfully placed, you should receive an order confirmation. Registered customers can also log in to their account to view their order history and status.

DELIVERY

1. Where does Tong Garden Malaysia deliver?

We currently deliver online orders to addresses within West and East Malaysia, subject to courier service availability. Unfortunately, we are unable to deliver to overseas address.

2. How long will my order take to arrive?

Orders are generally delivered within approximately 3–7 working days after your order has been processed, depending on your location, courier availability and order volume. Delivery may take longer during major campaigns, festive periods and public holidays.

3. How can I track my order?

Once your order has been shipped, tracking information will be provided where available. You can use the tracking number to follow the delivery status of your parcel.

4. Can I change my delivery address after placing an order?

Please check your delivery details carefully before confirming your order. Once an order has been processed or dispatched, we may not be able to change the delivery address. If you notice an error, contact our Customer Service team as soon as possible.

5. What happens if nobody is available to receive my order?

The courier may attempt redelivery or contact you regarding the parcel, depending on the courier's delivery procedures. Please ensure that your contact number and delivery address are accurate when placing your order.

RETURNS,DAMAGED & INCORRECT ORDERS

1. What should I do if I receive a damaged or incorrect product?

We're sorry your order didn't arrive as expected. Please contact our Customer Service team and provide:

Your order number
A description of the issue
The affected product name
The batch or production information shown on the packaging,where applicable
Clear photographs or videos of the product and packaging

Our team will review the matter and advise you on the appropriate resolution.

2. What if an item is missing from my order?

Please contact our Customer Service team with your order number and details of the missing item. We will check your order and assist you accordingly.

3. Can I return a product if I change my mind?

For food safety and hygiene reasons, we generally cannot accept returns simply due to a change of mind. If there is an issue with the quality, condition or accuracy of your order, please contact us as soon as possible so that our team can review the matter.

4. What should I do if I have a concern about product quality?

Please stop consuming the affected product and keep the product together with its original packaging. Contact our Customer Service team with photographs of the product, packaging, expiry/best-before date and batch information. These details help our Quality Assurance team investigate the matter properly.

PRODUCTS & FOOD INFORMATION

1. Where can I find the ingredients and allergen information?

Ingredient and allergen information can be found on the product packaging. Selected information may also be available on individual product pages. If you have a specific dietary requirement or allergy, we recommend checking the product label carefully before
consumption.

2. Are all Tong Garden products suitable for vegetarians?

Not necessarily. Ingredients vary across our product range. Please refer to the ingredient information on the individual product packaging before consumption.

3. Are Tong Garden products Halal?

Yes, all Tong Garden products are Halal certified. You may find the Halal certification mark on the individual product packaging.

4. How should I store Tong Garden products?

For most products, we recommend storing them in a cool, dry place away from direct sunlight and heat. After opening, reseal the packaging properly where possible and follow any specific storage instructions printed on
the pack.

5. How can I check the expiry or best-before date?

The best-before or expiry information is printed on the product packaging. For the best eating experience, we recommend consuming the product before the stated date and following the storage instructions on the packaging.

6. Why does the product I received look slightly different from the website?

We regularly improve our products and packaging. As a result, packaging designs, product images or other details may occasionally differ slightly from those shown online. Please refer to the actual product packaging for the latest product information.

MEMBERSHIP,REWARD & PROMOTIONS

1. What are the benefits of becoming a Tong Garden member?

Registered members may enjoy benefits such as loyalty points, member-exclusive offers, promotions and easier access to order history.

Visit our Membership Programme page for the latest membership benefits and terms.

2. How do I earn and use loyalty points?

Eligible purchases may earn loyalty points according to the Tong Garden Membership Programme. Please log in to your account and refer to the Membership Programme page for the latest earning and redemption terms.

3. Can I use more than one promotional code at checkout?

Unless otherwise stated in the promotion terms, promotional codes generally cannot be combined. Please check the terms and conditions of the individual promotion before placing your order.

4. Why isn't my promotional code working?

Please check that:

The promotional code has been entered correctly.
The promotion is still valid.
Your order meets the minimum purchase or product requirements.
The promotion applies to the products in your cart.
The code has not already been redeemed, where applicable.