Our website address is: https://www.gotenom.com.
At GoTenom we pride ourselves on the quality of our products and services. It is important to remember that product is a perishable, natural product that will react to their immediate indoor environment and external weather conditions. We strive to ensure only the freshest and highest quality products are hand selected and bought each day. Unfortunately once we dispatch our products a number of changes in condition may result in their longevity being reduced.
2-14 Days Delivery Policy
On average, Our delivery service in East Malaysia should take about 2-4 days normally. West Malaysia will take about 6-14 days. During peak season and control season such as MCO or Lock down season, Delivery days may vary. It may take up to 7 days for both East and West Malaysia. Delivery to international is not available yet at the moment. Any bulk/ reseller orders are welcome to write to us directly.
3 Days Return Policy
On average, the products should last between 2 and 7 days depending on the type of products. Should your products perish within 2 days of the delivery date and we are satisfied that all care instructions provided have been followed, GoTenom will be happy to resend new product hamper. GoTenom reserves the right to request photos or images of the original product. GoTenom requires that any dissatisfaction with the freshness of the product be communicated to Customer Service within 2 days of delivery.
To assist us in quality control, it is our policy to collect the original product. Regretfully, we cannot arrange a resend of fresh product to you if the original product is disposed of or images are unavailable.
Should you need to cancel your order, money will be refunded less a $50 administrative fee, ONLY IF notice is received by GoTenom min. 24 hours prior to the scheduled delivery date. We are unable to cancel orders that are already prepared and are with our courier for delivery. Cancellations received after the applicable period stated above (ea. if delivery is on the same day) are void. You may opt for the full refund value to be issued in a form of a gift voucher to avoid administrative fee. Call us on +6017-438-0561 to discuss your options.
As each product is unique, so too, are your special requirements and concerns surrounding your order. For that reason, we ask that you please call our Customer Service Department on +6017-438-0561 to discuss any queries or concerns you may have in relation to your flowers sent or received. A number of resolutions may be available to you and are subject to your particular situation.
Note: All refunds for orders placed online or over the telephone are credited back to the original credit card on which the order was purchased or to the paypal account, if that form of payment is selected. Refunds for in-store purchases may be processed through the original credit card for which the order was purchased or by EFTPOS only. A voucher to the same amount paid will be issued for all cash purchases.