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Refund Policy
Thank you for shopping at shop.mycaptainoats.com
In the rare event that our products fail to meet our commitment to quality, a refund may be offered at our discretion. We will endeavour to resolve all requests for refund within 7 business days of receiving the reques
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Complaints
We take complaint and feedback very seriously. If you are not entirely satisfied with your purchase, we're here to help. Any complaints or request for refund must be made within 24 hours upon receiving the products.


Returns
You have [7] business days to return an item from the date you received it. Only return via courier with tracking number given is accepted, walk in will strictly not be entertained.
To be eligible for a return, your item must be in the same condition that you received it. Your item must be in the original packaging.
Your item needs to have the receipt or proof of purchase from our website (shop.mycaptainoats.com)


Refunds
Once we received your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to you. All refund will be issued as a gift voucher at shop.mycaptainoats.com website, which can be used for next purchase. Refunds to credit card or cash are not available. If your return is not approved, we will resend you the parcel.


Damaged item during shipment
The customer is responsible to check that they receive the products in good conditions upon delivery. If the product is found damage upon receiving, customer should immediately inform our support team immediately. We will provide a refund in a form of gift voucher as soon as possible after inspection and investigation.


Contact Us
If you have any questions on how to return your item to us, contact us at:


Federal Oats Mills Sdn Bhd 

PMT 1227, Lorong PSPN 2,
Penang Science Park North,
14100 Simpang Ampat, Penang, Malaysia


Tel : 6012 514 8499 or e-mail us at : marketingfom21@gmail.com

TOP QUESTION

a. How to create account?

From www.shop.mycaptainoats.com

Step 1: Click on Account icon on top right of the site.

Step 2: To create new account click on 'Create Account'

Step 3: Fill in your details to register by providing following details:

  1. First Name
  2. Last Name
  3. Gender
  4. Date of Birth
  5. Email Address
  6. Password ( Minimum of 6 characters)

Step 4: Once done filling in all details click 'CREATE' to proceed.

Step 5: A green text box will appear to show account have been successfully created. Next, you may proceed to login with the registered email and password.

Step 6: You will receive an email to verify your email, please proceed to verify your email to confirm your email is correct.

b. If I forgot my password, what should I do?

Click “Forgot your password”, then fill in your registered email. A “Reset Password” email will be sent to your registered email kindly proceed to follow the instruction in email to proceed with retrieving your account.

a. How to place order?

  1. Sign up/ Log in to your account.
  2. Choose your preferred product and add to cart.
  3. View your shopping cart and apply voucher code (if any). Then, click “Check Out”.
  4. Key in your contact and delivery details.
  5. Select payment method.
  6. Check your order details before clicking “Place Order Now”. Upon placing an order, it will be deemed by the Terms of Service, Privacy Policy and Return/Refund Policy are understood and accepted as applying to your order.
  7. Keep calm and wait for the wholesome Oats to deliver to your doorstep!

b. How do I know if my order has been placed successfully?

- You will receive a confirmation email once your order is successfully placed.

c. Can I amend my orders?

- Yes, you may amend your order. Please contact our customer service via WhatsApp.

d. Can I cancel my orders? Will I be able to get a refund upon cancellation of my order?

- Yes, you may contact us via WhatsApp to cancel your order. Refund process will take 7-14 working days depends on the payment method. Any cancellation of order after fulfilment cannot be refunded.

e. How can I enjoy free shipping?

- You may enjoy free shipping in West Malaysia with a minimum purchase of RM30. For delivery to East Malaysia, shipping fee will charge base on weight.
- First 1kg = RM 15, every additional 1 kg = RM 11

f. How to contact Customer Service?

- You can contact us through email (marketing@fom.com.my) or via our Business WhatsApp account @ 012 – 551 9499

g. How can I know what is the latest promotion?

- You can follow our official Facebook or Instagram account. Besides, feel free to subscribe to our Newsletter as well.

a. What are payment methods available?

We accept the following payment method:

b. Do you accept bank in?

- No, we only accept credit/debit card, e-wallet, and online banking through iPay88.

c. Do you accept Cash on Delivery (COD)?

- Sorry, we do not accept Cash on Delivery at this moment.

a. Where do you deliver?

- We deliver within Malaysia.

b. How long does it take for delivery?

- We will process and ship out your order within 3 business days once payment is completed. Customer may use the tracking information given via email to check the delivery status, the link for tracking delivery status will be provided via email. Standard delivery is usually within 2-3 business days depending on the courier company. Please keep in mind that there might be delays during peak season (i.e. public holidays, festive season, sales season etc).

c. How much of the delivery fee?

- We offer an affordable flat rate of RM 5 for all standard shipping within Peninsular Malaysia for order below RM30. Standard shipping to Sabah and Sarawak is calculated based on weight. You may try to add items to cart and checkout to check the shipping rate before placing an order.

First 1kg = RM 15, every additional 1 kg = RM 11

d. Can I choose a specific date and time for delivery?

- Sorry that you unable to choose preferred date & time. All deliveries will be done by the courier company, customers are not able to choose a specific date and time for delivery. However, you can check your shipment status using the tracking information provided via email once your order is fulfilled.

e. How can I check shipment status?

- You will receive the tracking information via email once your order is fulfilled. You can use the information given to track your shipment. If you did not receive any tracking code via email, feel free to reach out to our support channels via our website Live Chat / Whatsapp / FB Messenger.

f. If I missed the delivery, what should I do now?

- If there is no one at the address at the time of delivery, a Delivery Note or message will be left behind for the customer to call back. You may communicate with the courier company for second attempt of the shipment or pick up at the nearest branch.

g. Do you provide self-collection service?

-No, we do not provide self-collection service at the moment.

h. The item was damaged during shipment, can you replace it.

- We are not responsible for any damages done during shipment. However, we will help on your process for refund claims with the courier in charge. Depending on the respected courier company, refund may or may not occur.
- You may also refer to our Refund Policy.

I don’t know which type of Captain Oats is suitable for me.

Instant Oatmeal Quick Cook Oatmeal Classisc Rolled Oats Instant Rolled Oats
Appearance Cut & rolled thinner into small oat flakes. Cut & rolled into small oat flakes. Whole oat flakes Uncut, rolled into thinner oat flakes.
Preparation method Just add hot water & ready within 2 minutes. Cooking on stove & ready in 3 minutes. Cooking on stove & ready in 5 minutes. Just add hot water & ready in 3 minutes.
Suitable to On-the-go Cooking enthusiast Cooking experts On-the-go

a. Are there any preservatives in Captain Oats?

- No, we keep our products in natural forms with no preservatives added during manufacturing process.

b. Is Captain Oats suitable for vegetarian?

- Yes, Captain Oats is 100% vegan friendly.

c. Can I give Captain Oats to my baby/ infant?

- We do not recommend consumption of Oats for baby/ infant below 12 months old due to coarse cereals like oats might not be suitable for their digestive system.
- We also recommend you to consult your physician or nutritionist before feeding oats to your baby as oats, like other cereals, do contain allergens and can be difficult to digest.

d. Is Captain Oats gluten-free?

- No, Captain Oats may contain traces of gluten. Oats may be contaminated with gluten because they may be harvested, processed or stored in the same facilities as gluten-containing grains like wheat, rye, and barley during upstream farming processes. We strongly advise you to consult your physician before consuming our products which may contain traces of gluten.

e. How to store Captain Oats in my pantry?

- Please store Captain Oats in cool and dry place. Once opened, best consumed within 60 days. Do keep it in air tight container after opening.

f. Is Captain Oats Halal/ Muslim-friendly?

- Yes, Captain Oats is certified HALAL by Jakim Malaysia.

a. What is Captain Granola?

- Captain Granola is breakfast food or healthy snack consisting of whole rolled oats, nuts, dried fruits, honey or brown sugar, baked until it is crunchy and golden brown – A truly Crunchy Delights!

b. How to enjoy Captain Granola?

- We highly recommend enjoy it as a healthy snack! You may also enjoy it with milk, as a topping on your favourite ice-cream, yoghurt or smoothies~

c. Is Captain Granola Halal and Muslim-Friendly?

- Yes, our Granola is certified HALAL by Jakim Malaysia.

d. Is Granola suitable for vegetarian?

- Captain Granola are not suitable for vegetarian because it contains butter.

a. What is Captain Eazy-Go?

- Eazy-Go is oats porridge as a healthy meal replacement in your busy day. It mostly made by oats.
Captain Eazy-Go is the only savoury Oat Porridge in market now. No artificial flavouring & colouring added, made with real ingredients. Enjoy a wholesome bowl of Captain Eazy-Go now!

b. How to prepare Captain Eazy-Go?

- Chicken Mushroom / Mixed Vegetables:
Pour 1 sachet into 220ml of hot water. Stir well and wait for 3 minutes.
Honey & Raisins:
Pour 1 sachet into 150ml of hot water. Stir well and wait for 3 minutes.

c. Is Captain Eazy-Go suitable for vegetarian?

- No, Captain Eazy-Go Chicken Mushroom and Honey Raisin are not suitable for vegetarian as it contains chicken stock and skim milk.

d. Is Captain Eazy-Go Halal/ Muslim-friendly?

- Yes, Captain Eazy-Go is certified HALAL by Jakim Malaysia.

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