We use J&T Express, Pos Laju, DHL, GDEX, and Yunda as our official logistics partners.
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Frequently asked questions
Delivery & Pick Up
Orders & Payment
Product Info
Exchange & Refunds
Stores & Services
What courier partners do you use?
Do you deliver internationally?
At the moment, we provide delivery services within Malaysia only.
Do you deliver to Sabah & Sarawak?
Yes, via J&T Express or Yunda, with an estimated delivery time of 5–6 working days.
Can I choose express delivery?
We currently offer standard delivery only, which takes 2–5 working days from the day your order is dispatched.
How do I track my order?
You'll receive an order confirmation email once your order is placed, followed by a shipping confirmation email with tracking details once it's dispatched. You can also view tracking information anytime under Track Your Order or in your account's order history. If you don't see these emails, please check your spam/junk folder.
Can I collect my online order in-store?
Yes, self pick-up is available on request for stores in the Klang Valley only. Please allow 3–5 business days to arrange this. To request pick-up, email info.primesports@gmail.com or call 03-5523 1213 or Whatsapp 016-332 6901
Why was my order cancelled?
Orders are cancelled if an item goes out of stock while your order is being packed. Our customer service team will contact you to offer an exchange for another colour/item, or confirm the cancellation by email — you will not be charged.
I received the wrong item(s) — what do I do?
We apologise for the mix-up. Please contact our customer service team and we'll arrange an exchange or refund.
I received a faulty item — can I exchange or return it?
Yes. Please contact our customer service team and we'll arrange a replacement or refund.
What payment methods do you accept?
Credit/Debit Card (Visa / Mastercard)
Online Banking (FPX)
E-wallets (Boost, GrabPay, MAE, Touch 'n Go)
Can I cancel or change my order after checkout?
Once an order is confirmed, it enters processing immediately for fast delivery, so it cannot be changed or cancelled. This includes changes to items, colour/size, delivery address, delivery method, or the email on file. Please double-check your order before confirming payment.
I'm having trouble making payment — what should I do?
Double-check that your card and billing details were entered correctly. If your card was declined, confirm it hasn't expired and that your billing address matches what's on file with your bank. For further help, please contact your card issuer.
I have a promo code — how do I use it?
Enter your promo code at checkout, before completing payment.
Can I combine multiple promo codes on one order?
No, only one promo code can be applied per order.
How do I find my correct size?
You may refer to the size chart provided on each product page to find the right fit.
An item is out of stock — when will it be restocked?
Restock timing varies by item. Please check back regularly, or contact us directly to ask about a specific product's availability.
Can you notify me when an item is back in stock?
Contact our customer service team to ask about a specific restock, or follow us on social media for new arrivals and restock announcements.
Can I exchange an item I've purchased?
Yes, exchanges are accepted within 14 days of purchase, provided the item is unused with tags and original packaging intact.
Can I get a refund?
Refunds are available for faulty or defective items within 14 days of purchase. Contact our customer service team and we'll arrange a replacement or refund.
How do I request a refund?
Email info.primesports@gmail.com or submit a message via our contact form. We'll respond within 3–5 business days.
How long does a refund take to process?
Once approved, refunds take 5–10 working days to reflect in your bank account.
Can I return an online order in-store?
No — items purchased online cannot be returned in-store. In-store returns are only accepted for items purchased directly at a Prime retail store.
Where can I find a Prime store near me?
Visit our Store Finder page for the full list of outlets.
Still have questions?
Call: 03-5523 1213 or Whatsapp 016- 332 6901
Email: info.primesports@gmail.com
Visit: Paragon Vest Sdn Bhd (Reg No. 199301023365 / 278103-D), 16, Jalan Lada Sulah 16/11, Seksyen 16, 40200 Shah Alam, Selangor
