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Call: +60125229257 Email: hello@flowdive.center

FAQs

Shipping & Delivery

Domestic Shipping Policy

Shipment processing time

All orders are processed within 3-5 business days. Orders are not shipped or delivered on weekends or holidays.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery.

Shipping rates & delivery estimates

Shipping charges for your order will be calculated and displayed at checkout.

Domestic shipmentWeight Estimated delivery timeShipment cost
Peninsular Malaysia1 – 5 kg3-5 business daysRM 15
Peninsular Malaysia5 – 10 kg3-5 business daysRM 25
East Malaysia1 – 5 kg3-6 business daysRM 45
East Malaysia5 – 10 kg3-6 business daysRM 85

 

Delivery delays may occasional occur due to high volume. We ask for your kind patience.

International Shipping Policy

We currently only ship to Singapore.

International Shipment Weight Estimated delivery timeShipment cost
Singapore1 – 5 kg5 business daysRM 60
Singapore5 – 10 kg5 business daysRM 100

 

Delivery delays may occasional occur due to high volume. We ask for your kind patience.

Customs, Duties and Taxes

Flow Dive Center is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (taxes, etc.).

Damages

Flow Dive Center is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim.

Please save all packaging materials and damaged goods before filing a claim.

Membership

How do I sign up for your membership?

You can email our customer service email and we will process this for you.

 

How long will I enjoy the membership privileges?

Your membership lasts 1 year from the activation date

Can I share my privileges with my family and friends?

Your membership is tied to solely you and cannot be shared with your friends and family.

With the never-ending lockdowns, will I get an extension for my membership?

This is subject to management’s decision. Usually we will extend the duration according to the total lockdown duration.

Payment

What payment gateways are supported?

Our online payment gateway partner is Razer Merchant Services. This includes services for Visa, Master Card, FPX, Online Banking as well as E-wallet payment gateway.

What will happen with my Razer Pay Data?

All personal data of Razer Pay users will be maintained or stored in accordance with existing Razer Pay’s Privacy Policy and relevant Personal Data Protection regulations in both Malaysia and Singapore to ensure that our users’ Personal Data are protected against any loss, misuse as well as unauthorized access, disclosure, alteration, and destruction by any third parties. Users of Razer Merchant Services subjected to all the T&C stated by Razer

Order

How do I find out more about my order?

Our online payment gateway partner is Razer Merchant Services. This includes services for Visa, Master Card, FPX, Online Banking as well as E-wallet payment gateway.

I have not received my order yet!

Orders do take a bit of time to fulfil, and send out as they must be packed, checked, assigned a courier, collected, sent to distribution, and then delivered to you. When your order is sent out a second automatic email is sent to you with a tracking number.

Please track your order by entering the given tracking to follow your orders progress. If there is still no progress and your courier is not responding:

  • Email our customer service email (do not reply to the automatic email).
  • Always reference your order number and when the order was placed.
  • We should reply within 24 hours, to acknowledge your request and will follow up when we have found a solution.

I have not received a confirmation email or a tracking number email. Help!

Orders do take a bit of time to fulfil, and send out as they must be packed, checked, assigned a courier, collected, sent to distribution, and then delivered to you. When your order is sent out a second automatic email is sent to you with a tracking number.

 

Please track your order by entering the given tracking to follow your orders progress. If there is still no progress and your courier is not responding:

  • Email our customer service email (do not reply to the automatic email).
  • Always reference your order number and when the order was placed.
  • We should reply within 24 hours, to acknowledge your request and will follow up when we have found a solution.

I’m having issues paying online…

This can happen, while we do offer a wide range of payment methods, sometimes some of them have transaction issues. If you are struggling to pay for an item:

  • Email our customer service email.
  • Let us know what payment method you are using.
  • Let us know which items you are trying to purchase.
  • We should reply within 24 hours, with a solution to help you complete your purchase.

The item I want is sold out!

We are sorry you were not able to make your purchase. If you really had your heart set on an item:

  • Email our customer service email.
  • Let us know what item want.
  • We should reply within 24 hours, after checking if we have the item in one of our stores.
  • If we have it, we will contact you for your details, and arrange a way for you to buy it.
  • If we don’t, we will let you know.

Gift Cards

What are gift cards?

They are prepaid vouchers that you can gift to your friend or family as a present. You can purchase our gift cards via our website.

How to use gift cards?

Purchase from our website and we will send you a Gift card number that you may use for your next purchase. Key in the gift card voucher number before checking out your cart. It can also be used in our retail outlet.

My Account

I am a returning customer and I have registered before. However, I cant find my password. Help!

When you first register you will get an email with a random password. You may login with that password and reset password at account page.

Returns & Refunds

Returns & Refunds

All transactions are strictly non-refundable.

Partial refund of courses, workshops or trips will be considered under the following conditions. Refunds will exclude all costs and service fees rendered up to date:

  • Appropriate and justifiable medical reasons
  • Unforeseen extended business travels (more than 3 years)
  • Proof of medical treatment or travel is required
  • Any reasons besides stated above, will not be entertained.

LAST MINUTE CANCELLATION
Cancellation of classes, trips, workshops within 1 week of the booked date will be subjected to a penalty.
Cancellation due to unforeseen circumstances below may be accepted:
– Medical reasons (proof required)
– Bereavement leave for direct relatives (proof required)

 

Return & refunds for online purchases will not be entertained. We will only review cases of wrongful delivery or inaccurate orders within 7 days of delivery. You are required to:

  1. Email us via customerservice@flowdive.center with relevant proof with receipt/proof of purchase
  2. Then mail the product to us at our registered address. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non­refundable.
  3. Alternatively, you can drop it off at our shop
  4. Upon receiving your returned product, it will be subjected to inspection
  5. We will notify you of the status via email
  6. If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer’s policies.

Flow Dive Center is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim.

Please save all packaging materials and damaged goods before filing a claim.

General Information

Custom and Corporate Orders

For any custom or corporate orders please contact corporate@flowdive.center

Contact Us

Can’t find the answer to your questions? Contact us via :

Call: +60125229257

Email: hello@flowdive.center

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