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Shipping and Refund 


Malaysia Delivery 

  • All shipping charges are calculated based on weight, dimensions and destination.
  • For in-stock products, West Malaysia delivery will take up to 5 to 7 business days and, East Malaysia delivery will take up to 5 to 9 business days, East Malaysia delivery might be delayed due to Covid-19 pandemic. 
  • Separate or partial delivery is not allowed.
  • Delivery date and time, solely determine by courier service providers which is uncontrollable by PrimoKiddy. However, we will ensure order will be shipped out promptly once received.
  • Please be informed that, Primokiddy is not responsible for unclaimed or undeliverable parcel/ order due to, error or omission on the part of the customer/ consignee.


International Delivery 

  • All shipping charges are calculated based on weight, dimensions and destination.
  • For in-stock products, delivery will take up to 7 to 14 business days and, due to global Covid-19 pandemic, shipping may be delayed.
  • Separate or partial delivery is not allowed.
  • Delivery date and time, solely determine by courier service providers which is uncontrollable by PrimoKiddy. However, we will ensure order will be shipped out promptly once received.
  • Please be informed that, Primokiddy is not responsible for unclaimed or undeliverable parcel/ order due to, error or omission on the part of the customer/ consignee.
  • Kindly take note, additional import duties and taxes might be charged by custom of the destination country, these charges will be responsible by customer/ consignee.  


Out-of-Stock 

  • In the event, product(s) in your order is out-of-stock, we will notify you and provide an email confirmation for the full cash refund of the particular item(s), remaining product(s) will be shipped accordingly. 
  • Out-of-stock cash refund may takes 7 - 14 days to be refunded.  
  • On the occasion that customer would like to pre-order a product(s) which is out-of-stock, pre-ordering may take up to 30 - 40 days to be shipped out and, new delivery charges will be applied.


Order Cancellation and Amendment 

  • For order cancellation and amendment, please notify us at [email protected]. Please be informed that, order can only be cancelled or amended before the item(s) has been shipped out.
  • Any order cancellation will be subject to 5% admin charges except, customer who make payment through direct bank to bank transfer to PrimoKiddy’s Maybank account, 514084643383. 
  • All order cancellation refund will be refunded with PrimoKiddy's cash voucher with 12 months validity. 


Damage or Wrong Item Sent  

  • In the event, damaged, faulty or wrong product(s) delivered, kindly notify us within 2 days from the date of receival at [email protected] with attached pictures or videos. We will arrange collection once communication has been finalized, all return item(s) will be inspected again, please make sure item(s) is well packed to avoid damages while returning to PrimoKiddy. Replacement/ re-delivery will be arranged within 7 days after return item(s) has been received, if the product(s) is available or in stock.
  • Please do not return product(s) without PrimoKiddy's acknowledgment, replacement and refund will not be entertained without confirmation with PrimoKiddy. 
  • Smart learning pen's terms and conditions is not applicable as stated above. 


Smart Learning Pen 

  • In the event, faulty and non-functioning smart learning pen(s) delivered, kindly notify us within 2 days from the date of receival at [email protected] with attached pictures or videos. We will arrange collection once communication has been finalized, all return item(s) will be inspected again, please make sure item(s) is well packed to avoid damages while returning to PrimoKiddy. Replacement/ re-delivery will be arranged within 7 days after return item(s) has been received, if the product(s) is available or in stock. 
  • The smart learning pens are able to read both English and Mandarin language books, however it's interface language is ONLY available in Mandarin therefore, please take note before purchasing, however, we will try our best to assist non Mandarin speaker for installation. 
  • Please do not return product(s) without PrimoKiddy's acknowledgment, replacement and refund will not be entertained without confirmation with PrimoKiddy.       
  • In the event, customer would like to repair the smart learning pen, RM25 per pen will be charged for the first time in first 6 months, any repair after 6 months or second time repair onwards will be charges at RM60 per pen. Repair may take up to 30 - 60 days, depends on manufacturer's repair schedule.