Frequently asked questions

1. Shopping Guide

Create an Account
Sign up as our member and enjoy the shopping.

Browse/Find Product
Browse and select the product that you are interested through product category or product search.

Add to Cart
Click the “Add to Cart” button to add items to your shopping cart and click the “Continue Shopping” button if you would like to continue shopping or click on “checkout” to the next step.

Order Confirmation (Place Order)
The order is completed and you will receive the invoice from email.

Make Payment
Make payment via Bank Transfer/Cheque/ Cash Deposit to our company account.
Note: If Bank Transfer /Cheque/Cash Deposit, require to email the slip to our email to confirm payment: online@pentel.com.my

Arrange To Ship
We will proceed and ship your order inside within 2-5 working days (depends on stock availability).

Item Received
Complete and received your parcel in good conditional.

Direct Call 
Call our Customer Hotline 03-7845 8698 (Malaysia – 9am until 5pm except weekend & public holiday)

2. Pricing Policy
  • Price, promotions and items are subject to change without further notice.
  • Pentel (Malaysia) Sdn. Bhd. reserve the right to limit the purchase and discountinue items.
  • Pentel (Malaysia) Sdn. Bhd. will not responsible for any not honor, printing or typogoraphical errors.
  • Price disrepeancies, customer will be notify before the order proceed.
3. Delivery Information

Shipping Rate

Our shipping fee is fixed at the flat rate of RM8.00

Free delivery fee when your order is RM 300 and above

•    Please allow within 3-7 working days to proceed the orders (depends on stock availability).
•    Orders will be shipped out via local courier service.
•    Please bear with us if there’s any delay on the delivery.
•    Current cheque or Online Transfer customer, delivery schedule based on the Payment Confirmed.

Our Office & Warehouse 
We currently ship the product from Malaysia, Shah Alam.
Delivery will base on our standard of shipping rate, deliveries may take longer than 3 – 7 working days.


Local Pickup

Customer CAN only choose to pick up at Pentel Malaysia Office & Warehouse address that stated at “CONTACT” page.

Please contact us through WhatsApp OR Direct Call +(6)03-7845 8698 to arrange your LOCAL PICKUP schedule.

Customer CAN only arrange pick up date after the order has been placed 1-3 working days.

Customer DO NOT allow to pick up on the transaction day that you have made.

Customer DO NOT allow to pick up without any Local Pickup Arrangement

4. Payment Details

Pentel Malaysia wants customer to have a wonderful shopping experience, we offer the simple and secure way to make payment.

Pentel.com.my to give the most convenient and ease to customers for the online shopping experience, thus we have opted for the following type of payment methods:


Online Banking

Online Banking : Maybank2u Online Banking 

After made the payment via online/ bank transfer/ cheque, please send an e-mail to us with the attached bank receipt (reference number) to our e-mail  online@pentel.com.my OR fax it to us at +(6)03-7845 8697 OR WhatsApp to 012-9983767.

We will update immediately after confirmation of your order status.


Bank Details 

Bank Name: Maybank Berhad (Malaysia)

Account Holder Name: Pentel (Malaysia) Sdn Bhd

Account Number: 014187507471

Email: online@pentel.com.my

Maybank2u Online Banking Link: http://www.maybank2u.com.my/



As FPX online banking method has become the most popular online payment method in Malaysia, we currently has added it as one of the payment options to ease our customers accessing the payment process.

5. Privacy Policy

Customers Privacy Policy
Pentel (M) Sdn Bhd is committed to protecting your right to privacy base on the trust you place in us. The information we collect is gathered to ensure secure ordering and to provide a more personalized shopping experience. You can help us ensure your privacy by not sharing your account or password with anyone. All the information you stored at Pentel (M) Sdn Bhd will not be sold, shared nor rent to others outside the domain without your explicit permission. If you have any concerns, comments or complaints, please do not hesitate to contact us.


Information We Collect
We collect personal identifiable information relating to you such as your name, postal address, email address, telephone number and credit/debit information in the following manner:
Information you provide: You are required to provide your personal information when you create an online account on our Website or when you engage our services such as requesting related product information or complete questionnaire or online form. Information collected automatically by “cookies”: Whenever you access or interact with our Website, you will receive and store certain types of information that will identify you using “cookies”. To read more about “cookies”, click here.


If you choose to receive newsletter from Prosolic.com, from time to time you may receive e-mailed information regarding our products, promotions, and services. We are committed to protect your privacy. To remove your name from our newsletter list, email us at online@pentel.com.my


Privacy of Children on Our Website
Our Website is not intended for use by children under the age of 14, and we will not knowingly collect any information from any person below the age of 14.

6. Terms & Conditions

Terms & Conditions
The following online shopping terms and conditions apply to all orders which you, the customer, placed through our website at Prosolic.com. By placing an order on our website, you have accepted and agreed to be bound by the terms and conditions of use.
Please note that we will change the terms and conditions from time to time when deemed fit. So do check them again each time when you shop with us.


Product Information
We have taken great effort to ensure that product information such as specifications, prices, colors and images in our website are as accurate as possible. However, these information are to be used as references only. Prices and availability of products are subject to change without prior notice.

We take no responsibility for any misrepresentation due to errors or omissions however communicated. Images, descriptions and representations of product may differ from the actual product.


In order to purchase on our website, you are required to complete the order form and submit to us. Your order is an offer to purchase our goods based on the terms and conditions. Once your order has been placed, we will sent an email to confirm your order. After payment is made, we will begin processing your order.


Account Creation
To complete your order, we require certain information from you such as your email address, billing and shipping addresses. By creating an account in our site, we are able to retrieve these information quickly to serve you better. Information provided by you will be strictly used to process your order.

Please ensure the details you provide during registration are complete and accurate. If there is any changes to your detail information, please inform us immediately. You can access your account information by logging in with your user name and password and click on “Account Details”. We take no responsibility if goods shipped are to an incorrect address.


Payment Method
We only accept payment through bank transaction such as online bank transfer, cash deposit and cheque.


For delivery within Malaysia, we ship on next business day once confirmation of payment has been received if applicable. Shipment will be using Skynet and Pos Laju services. We will provide you with a tracking number of the shipment to your email.


Return Policy
All item(s) are checked carefully for defects prior to shipping out to our customers. If however, there are defects or damages occurred while in transit, we will exchange the defect or damaged item(s) without charge provided you returned it back to us within 7 days as of the Invoice Date. It is your responsibility to ensure that, item(s) are returned in the same condition when you received it. The cost of shipping back to us however are to be borne by you.

If you have received an incorrect item, please notify us as soon as possible. Please return the item(s) to us within 14 days after receiving the package. We will replace or refund you the incorrect item. Any cost of shipping back will be borne by us.

Order Cancellation

You have the right to cancel any order placed on our website by notifying us within 2 days. However, you are not allowed to cancel an order once we have shipped out the item(s).


Privacy Information
We take privacy seriously at Pentel (M) Sdn Bhd. All information provided by you will be strictly confidential. We will not sell your information to any third party companies. Information provided by you will be strictly used to fulfill your purchase order only.


Disclaimer of Liability
The Website Owner shall not be responsible for and disclaims all liability for any loss, liability, damage (whether direct, indirect or consequential), personal injury or expense of any nature whatsoever which may be suffered by you or any third party (including your company), as a result of or which may be attributable, directly or indirectly, to your access and use of the website, any information contained on the website, your or your company’s personal information or material and information transmitted over our system.
In particular, neither the Website Owner nor any third party or data or content provider shall be liable in any way to you or to any other person, firm or corporation whatsoever for any loss, liability, damage (whether direct or consequential), personal injury or expense of any nature whatsoever arising from any delays, inaccuracies, errors in, or omission of any share price information or the transmission thereof, or for any actions taken in reliance thereon or occasioned thereby or by reason of non-performance or interruption, or termination thereof.

Thank you for taking the time to read through the terms and conditions of our website. Should you have any enquiries, do contact our sales representative.

7. Other

How can I check the status of my order?

You can check the status of your ordered books by accessing ‘My Account>Orders‘ after logging in to your user account.

Can I Amend the quantity ordered?

We regret that no amendments can be made to a submitted order.

Why is my order cancelled?

Orders may be cancelled due to products running out of stock, your bank transaction being rejected or we haven’t receive your payment 7 days after your orders placed.


After placing your order at CHECKOUT page, you can review your order with ‘ON HOLD‘ by accessing ‘My Account>Orders‘. After your payment is verified, you can review your order in ‘COMPLETED‘.

Can my order ship to other countries?

Sorry, currently Pentel Malaysia delivers within Malaysia only.

What if I notice I have wrongly keyed-in my delivery address after completing my order?

Please contact us via email 8 hours. Your shipping address will be changed as requested. Please be reminded that your shipping address cannot be changed after parcel has been shipped out.

How do I track my order?

Once the item is shipped out, Pentel Malaysia will notify you by e-mail of your order number, courier company information and courier tracking number.