Frequently Asked Questions (FAQ)
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Frequently Asked Questions (FAQ)
About Protherapix
Who is Protherapix?
Where can I find Protherapix products?
Are Protherapix products approved by Malaysian authorities?
Does Protherapix offer health consultations?
Protherapix is a Malaysian nutraceutical company that develops evidence-based supplements. Our formulas are created with certified pharmacists and validated through clinical research. We work closely with healthcare partners, clinics and pharmacies to bring trusted products to professionals and the public.
Our products are available through partner clinics, hospitals, selected pharmacies, and authorised online retailers across Malaysia. If you need a specific outlet near you, contact our team and we will point you to the nearest partner.
Yes, all Protherapix products are registered with the proper authorities and come with certificates that customers can track for authenticity.
We provide product guidance and professional resources developed with certified pharmacists. For personal medical advice or prescriptions please consult a licensed healthcare professional. If you are a healthcare professional looking for technical documentation, contact our professional support team and we will assist.
Ordering
How can I place an order?
Can I change or cancel my order after it has been placed?
What if I want to speak to someone about my order?
You can buy Protherapix products from our authorised partner clinics and pharmacies, or from selected online retailers. For bulk, wholesale, or professional orders, please contact our sales team directly via phone or email.
If you need to cancel or change an order, contact us as soon as possible. For consumer orders handled by retailers or delivery partners, cancellation depends on the retailer’s policy. For direct or wholesale orders with Protherapix, we usually can cancel or change orders if you contact us within 24 hours of placing the order. Once an order has been packed or dispatched, cancellations may not be possible and you will need to follow the returns process.
You can check the status of your order by logging into your account on our website or by using the tracking number provided in your shipping confirmation email.
Contact our customer support team:
Office hours: Monday to Friday, 9:00am to 5:30pm (Malaysia time). Plese leave your message and we will reply within one business day.
Contact our customer support team:
WhatsApp only (strictly no calls): +60 12-239 1388
Office hours: Monday to Friday, 9:00am to 5:30pm (Malaysia time). Plese leave your message and we will reply within one business day.
Shipping
Where do you ship to?
How long will it take to receive my order?
We only ship within Malaysia through our authorised retailers and delivery partners. For international enquiries, please contact us.
Delivery times vary by seller and location. Typical estimates for orders handled by our local delivery partners are:
Peninsular Malaysia: 2 to 5 working days
Sabah and Sarawak: 4 to 7 working days
If you ordered through a retailer, please check the retailer’s shipping confirmation for tracking details.
Returns and Refunds
How do I return a product?
Can I return unopened items?
How do I return a product?
For safety reasons, we cannot accept returns of opened or used supplements. If you received the wrong item, a damaged product, or a defective item, please contact us within 7 days of receipt with photos and your order details. We will advise on the return process and provide a returns authorisation if the return is approved.
Unopened items in original condition may be eligible for return within 14 days of receipt, subject to approval. The item must be in saleable condition and in original packaging. Returns must be authorised by our team before shipment.
For safety reasons, we cannot accept returns of opened or used supplements. If you received the wrong item, a damaged product, or a defective item, please contact us within 7 days of receipt with photos and your order details. We will advise on the return process and provide a returns authorisation if the return is approved.
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