Online Store FAQ | PSB Fire Engineers

If you’ve got any questions about fire equipment online purchase, PSB Fire Engineers Customer Service is here to answer all of them. Please consult our list of frequently asked questions in order to find answers to your doubts. If you still have additional questions after going through our list, then you’re more than welcome to get in touch with the team today.

How long will it take for my order to arrive?

If you place your order on a working day before 2pm, it is usually dispatched the same day if the product is in stock. For orders placed after 2pm, they are usually dispatched the next working day. Orders placed over the weekend will be processed on Monday.
Is tracking available for my order?

On the day of despatch most couriers will either text or email you with a tracking number. This can be requested via email or by giving us a call.
What are my delivery options?

We offer standard delivery that is calculated at checkout. At PSB Fire Engineers, we aim for next day delivery but this is dependent on the logistics and product availability.
Who will deliver my order?

We use various couriers’ dependent on the type of product and location of delivery.
Do you deliver overseas?

We can deliver overseas however this is dependent on location and the type of product. Due to Covid-19 and supply chain logistical challenges, exporting goods will take a little longer.
Why are delivery charges so high?

Due to the weight and the nature of products we dispatch, these are the chargers that the couriers will charge.
Can you guarantee next day delivery?

We aim for next day delivery however we cannot guarantee it as it is dependent on suppliers and couriers.
Can you deliver on a Saturday?

Some of our couriers will deliver on a Saturday but this is dependent on the product and supplier. Please contact us if you’d like to discuss a Saturday delivery.
Why does my order come in multiple deliveries?

Your order may arrive in multiple deliveries as we use various distribution centres and couriers.
How long will my order take to arrive?

We aim for next day delivery but there may be slight delays dependent on courier and suppliers.
How do I return an item?

If you need to return an item, you will need to notify us by email to sales@psbfireengineers.com within 7 days of receipt. If you have used the item, it can only be returned if the item is faulty. To return your item will have to send the parcel back to us at your own cost unless the item is replaced or refunded. The parcel will need to be sent to the following address: PSB FIRE ENGINEERS, Pherical Sdn Bhd, B-5-8 Plaza Mont Kiara, Mont Kiara, 50480 Kuala Lumpur, Malaysia If at any point you are unsure of what product you need, our team are always on hand to offer you product advice.
I have returned my order, will you refund my delivery?"

Unfortunately we do not refund delivery costs.
Can I get a refund on delivery if my order is late?

We do not refund delivery costs. We aim for next day delivery but sometimes this is not always possible.
What are the different payment methods available?

Online you can pay via Bank Online Transfer. You can also pay via Credit and Debit Cards. You can call us and we will issue you a proforma invoice if your requires it. Final invoice will only be issued upon full payment is made.
How do I place an order?

You can place your order online or over the phone.
Do you have a minimum order value?

There is no minimum order value.
What do I do if I receive an incorrect or faulty item?

If you receive an incorrect or faulty item, please contact us and we will resolve the issue.
Has my order gone through?

When you have placed your order you will receive two sets of emails. One will be to say your order has been accepted and processed and then another when it is fulfilled. If there are any issues with your order, you will be contacted via email by one of the sales advisors.
Can I change or cancel my order?

If you need to change or cancel your order, please contact us as soon as possible and we will assess what stage your order is at.
Can I add to an existing order?

If your order has not been processed, this may be possible. Please contact us as soon as you are aware that you need to amend your order.
Can I order over the phone?

Yes you can. Please contact us at +603-90783224 / +603-90783225, Mondays to Fridays between 9am - 6pm or email us at sales@psbfireengineers.com and our team will assist you accordingly.
What if I have not received part of my order?

Usually if you’ve received part of your order the rest will follow as we use different couriers from different distribution centres. If you’ve not received all of your order within 48 hours, please contact us.
Can I exchange an item?

Unfortunately we do not offer exchanges. You can return your goods subject to re-stocking fees and re-order the items you need.
What are your opening hours?

We are open Mondays to Fridays between 9am - 6pm. We are closed on the weekend and on bank holidays. Online orders can be made 24 hours 365 days a year.
Do all products have the same lead time?

Not all of our products have the same lead time as we source products from different distribution centres and their lead times vary.
How do I set up an account?

To set up an account, click my account in the top right of the website and click register.
How do I change and check my account details?

To change or check your account details, simply log in to your account and click on profile details under my account.
I’ve forgotten my password, how do I reset it?"

To reset your password, click on my account, sign in and then click forgot your password. You will then need to enter your email and click reset password. You will receive a new password and a link to sign in.
I need to make a complaint, how do I do this?"

We are sorry to hear you would like to make a complaint. To do so please email to sales@psbfireengineers.com