Help and frequently asked questions

About Freezie

What is Freezie?

Freezie is a leading brand in Malaysia specializing in disposable vape products. With a focus on innovation and quality, Freezie offers a range of vaping solutions designed to provide a superior and satisfying experience for users.
What makes Freezie Products unique?

Freezie products stand out due to its advanced technology, high-quality materials, and extensive research and development. And more
Do you have an office and teams in Malaysia?

Yes, Freezie operates from its office located at 58A, Jalan Laksamana 4, Taman Kota Laksamana, 75200 Melaka, Malaysia. The company has a dedicated team to ensure the highest quality of service and support.

Orders

How can I place an order?

You can place orders through our website, freeziemy.com, or visit any of our retail partners across Malaysia.
I placed the orders, what's next?

After placing an order, you will receive a confirmation email with your order details. Once your order is processed and shipped, you will receive another email with the tracking information.
How can I find the status of the order?

You can track your order status by logging into your account on our website and navigating to the "Order History" section. Alternatively, you can use the tracking number provided in the shipping confirmation email.

Payments

How can I pay?

You can pay using major credit cards during the checkout process on our website.
Can I pay by COD (Cash on Delivery)?

No, we do not accept Cash on Delivery (COD) payments.
Can I pay by credit card?

Yes, we accept all major credit cards for online payments.
What about local wallet payments?

Currently, we do not support payments via local wallets.

Shipping

How are items shipped?

Items are shipped via reliable courier services. We ensure that all products are securely packaged to prevent any damage during transit.
How long will it take to receive an item?

Shipping typically takes 3-7 business days. For West Malaysia, the shipping fee is RM8, and for East Malaysia, it is RM23.
I need my order to be delivered fast. Can I book express shipment?

At this time, we do not offer expedited shipping options. All orders will be delivered within the standard shipping timeframe of 3-7 business days.

Returns

Can I return an item purchased?

Yes, you can return an item purchased from Freezie. To initiate a return, please follow these steps:

  1. Contact Support: Reach out to our support team at +60 16-223-3393 or via our contact form available on the Support page.
  2. Return Conditions: Ensure that the item is in its original condition, unused, and in its original packaging.
  3. Return Window: Returns must be initiated within 30 days of the purchase date.
  4. Shipping Cost: The customer is responsible for the return shipping costs unless the item received was defective or incorrect.
  5. Refund Process: Once the returned item is received and inspected, a refund will be processed to the original payment method within a specified number of days.
I received a damaged item. What are the next steps?

If you receive a damaged item, please contact our support team immediately at +60 16-223-3393 or via the contact form on our website. Provide your order details and photographs of the damaged product. We will guide you through the return and replacement process.

  • Unanswered questions?

    For more information and requests, please get in touch via phone or e-mail as stated below.