Have questions?
Don't worry! We're here to answer them one bye one. Once you've checked out all the FAQ, we're sure all your doubts would have been cleared.
Niu Kee Loyalty Program
What benefits do I receive by joining your loyalty program?
Get ready for a tons of benefits! From discounts and vouchers to free monthly products, it's all waiting for you!
How do I sign up for the loyalty program?
Easy-peasy! Just hit that subscribe button on the plan that suits you best.
How many loyalty program tiers are there, and what's the difference?
We've got three tiers: Basic, Gold, and Platinum, each with its own special perks tailored just for you.
What's the VIP program all about?
It's a reward point system exclusively for our Gold & Platinum members.
- For Gold members, every RM1 = 1 point.
- For Platinum members, every RM1 = 2 points.
Can I use my points for discounts or rewards?
Absolutely! Head over to our VIP program page and start claiming those rewards waiting just for you!
How do I keep track of my points balance?
We'll send you an email each month with your points balance. Keep an eye on it so you know when to redeem in those rewards!
Do my points or rewards expire?
Nope! As long as you're part of our loyalty program, your points are here to stay.
Can I share my membership or points with someone else?
Sorry, your points are just for you!
OEM Service
How does your OEM service work?
Platinum members enjoy our OEM services for free. Non-subscribers may incur additional charges.
What products can I customize through your OEM service?
Anything from our Niu Kee lineup! Just let us know what you're after, and we'll take it from there.
What's the minimum order quantity for OEM products?
Please contact our customer service for more information
How long does it take to fulfill an OEM order? row
Depending on the quantity, we'll have your order ready within 7 working days.
Can I submit my own designs or specifications for customization?
Absolutely! We also offer some fixed design templates for you to choose from.
How do I start placing an OEM order?
Super simple! Just drop a message to our customer service team.
Quality and Assurance:
Are your products certified or tested?
Absolutely! Our products are certified under the Malaysian Food Act 1983 and undergo thorough testing before production and shipping.
What should I do if I receive damaged or defective items?
Snap a pic of the parcel upon arrival and get in touch with our customer service team right away.
Shipping Enquiries
How long does shipping take?
Your order will be out the door within 24 hours.
Can I track my order?
Of course! Just check your email for the tracking info.
What if my order gets lost or damaged?
Reach out to us ASAP, and we'll sort it out.
Do you offer free shipping?
Yes, members in our loyalty program enjoy free shipping:
-Basic: 5 free shipments/month
- Gold & Platinum: Unlimited free deliveries
Can I change my shipping address or cancel an order?
You can, as long as we haven't shipped it out yet. Once it's on its way, we can't change or cancel it.
Return & Refunds
What's your return policy?
We only accept returns for damages caused by us. However, our loyal program members enjoy guaranteed returns and refunds.
How do I initiate a return request?
Just show us proof of the damage, and our customer service team will sort you out.
When can I expect my refund?
You'll see it in your account within 1-3 working days, depending on the issue.
Customer Support
How do I contact customer support?
Just hit up the message icon at the bottom of our store, and we're all ears.
When are you available?
We're here for you from 9 am to 6 pm.
How long does it take to get a response?
Expect to hear back within 24 hours.
General Inquiries
Are your products suitable for special dietary needs?
Absolutely! We've got plenty of options. Check out our collections.
Can I get samples before a big order?
Depending on the size, yes! Plus, our loyalty program members get up to 10 free products each month.
Do you offer discounts for bulk orders?
You know it! Platinum members enjoy automatic discounts, while non-subscribers can chat with our customer service team for bulk orders.