Customer Support

You may contact Duroil via the contact form below:

Mailing address:
Level 36, Menara Citibank
165, Jalan Ampang,
50450, Kuala Lumpur
MALAYSIA.

Fax numbers
F: +1.832.553.3254 / +603.2181.1046
E-mail: info@duroil.com

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Customer Guarantee

Shipping & Handling

Most orders are processed within 24 hours of receipt of your order.
(processing time does not include weekends).

Orders are processed and shipped on business days only (Monday through Friday, excluding major holidays).

Orders placed on a Saturday or Sunday will be processed on the following Monday.

To track and trace your order:

For all orders using Certificate/ Notice of Posting:http://www.track-trace.com/post– USA – US Postal Services
– Canada – Canadian Post
– UK – Royal Mail UK
– Australia – Australian Post
– New Zealand – NZ Post

IMMEDIATE ALERT – International Registered Airmail – USA

Effective 1 August 2013 – tracking status of Registered Article delivered in the United States will not be reflected in the track and trace system of the United States Postal Service (USPS) and / or Pos Malaysia and SingPost. Pos Malaysia and SingPost’s track and trace system will only show the date the registered article leaves Malaysia / Singapore.

Should you require, track and trace service for your orders – please select the Special Express Delivery – 3-7 Business Days.

 

Order Process flow for Standard Shipping
– Delivery to Australia, Singapore, USA, Canada and Europe between 6 to 14 Business days.
– Delivery to the Rest of the World between 9 and 21 Business days

DAY 1 – Fraud evaluation and payment confirmation from Paypal.com / Multicards.com / Ipay88.com / Molpay.com
– Order is processed for pick up by Global Mail (subject to stock availability)
– Pre-Alert of shipment is sent to Global Mail Team
DAY 1/2 – Global Mail will pick up your order from our office
– Collection and processing by Global Mail – Malaysia
DAY 2/3/4 – Processed parcels are then sent to final destinations.
DAY 3/4/5 – Global Mail sends Reverse Alert with Certificate / Notice of Posting numbers
– Notification of Reverse Alert with Certificate / Notice of Posting numbers
DAY 5/6/7 Destination: Australia, US and Europe
– Parcels is sent out via Malaysia, Germany
Destination: The Rest of the World
– Parcels is sent out via Malaysia, Hong Kong or Taiwan
DAY 7/8/9 – Arrives at destination Country and is processed for Customs Clearance
DAY 9/ Onwards – Subject to Customs Clearance
– Local delivery by local postal mail services

Note: Keep in mind that with international shipments, customs clearance time can’t always be controlled.


Order Process flow for Express Delivery
(Delivery between 5 to 7 BUSINESS days)

DAY 1 – Fraud evaluation and payment confirmation from Paypal.com / Multicards.com / Ipay88.com / Molpay.com
– Order is processed for pick up by DHL Express (subject to stock availability)
– Pre-Alert of shipment is sent to DHL Express
DAY 2 – DHL Express will pick up your order from our office
– DHL Tracking number will be emailed to customer
DAY 3/4 – Processed parcels are shipped DIRECT to customer.
DAY 3/4/5 Arrives at destination Country and is processed for Customs Clearance
DAY 5/6/7 Subject to Customs Clearance
– Local delivery by DHL Express

International Orders

Do you accept International orders?
We ship Duroil to the following countries :

Afghanistan, Albania, Algeria, American Samoa, Andorra, Angola, Anguilla, Antarctica, Antigua and Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Belize, Benin, Bermuda, Bhutan, Bolivia, Bosnia and Herzegovina, Botswana, Bouvet Island, Brazil, British Indian Ocean Territory, Brunei Darussalam, Bulgaria, Burkina Faso, Burundi, Cambodia, Cameroon, Canada, Cape Verde, Cayman Islands, Central African Republic, Chad, Chile, China, Christmas Island, Cocos (Keeling) Island, Colombia, Comoros, Congo, Congo, the Democratic Republic of the, Cook Islands, Costa Rica, Cote D’Ivoire, Croatia, Cuba, Cyprus, Czech Republic, Denmark, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Estonia, Ethiopia, Falkland Islands (Malvinas), Faroe Islands, Fiji, Finland, France, French Guiana, French Polynesia, French Southern Territories, Gabon, Gambia, Georgia, Germany, Ghana, Gibraltar, Greece, Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guinea, Guinea-Bissau, Guyana, Haiti, Heard Island and Mcdonald Islands, Holy See (Vatican City State), Honduras, Hong Kong, Hungary, Iceland, India, Iran, Islamic Republic of, Iraq, Ireland, Italy, Jamaica, Japan, Jordan, Kazakhstan, Kenya, Kiribati, Korea, Democratic People’s Republic of, Korea, Republic of, Kuwait, Kyrgyzstan, Lao People’s Democratic Republic, Latvia, Lebanon, Lesotho, Liberia, Libyan Arab Jamahiriya, Liechtenstein, Lithuania, Luxembourg, Macao, Macedonia, the Former Yugoslav Republic of, Madagascar, Malawi, Malaysia, Maldives, Mali, Malta, Marshall Islands, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Micronesia, Federated States of, Moldova, Republic of, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Myanmar, Namibia, Nauru, Nepal, Netherlands, Netherlands Antilles, New Caledonia, New Zealand, Nicaragua, Niger, Niue, Norfolk Island, Northern Mariana Island, Norway, Oman, Pakistan, Palau, Palestinian Territory, Occupied, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Pitcairn, Poland, Portugal, Puerto Rico, Qatar, Reunion, Romania, Russian Federation, Rwanda, Saint Helena, Saint Kitts and Nevis, Saint Lucia, Saint Pierre and Miquelon, Saint Vincent and the Grenadines, Samoa, San Marino, Sao Tome and Principe, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Slovakia, Slovenia, Solomon Islands, Somalia, South Africa, South Georgia and the South Sandwich Islands, Spain, Sri Lanka, Sudan, Suriname, Svalbard and Jan Mayen, Swaziland, Sweden, Switzerland, Syrian Arab Republic, Taiwan, Tajikistan, Tanzania, United Republic of, Thailand, Timor-Leste, Togo, Tokelau, Tonga, Trinidad and Tobago, Tunisia, Turkey, Turkmenistan, Turks and Caicos Islands, Tuvalu, Uganda, Ukraine, United Arab Emirates, United Kingdom, United States, United States Minor Outlying Islands, Uruguay, Uzbekistan, Vanuatu, Venezuela, Viet Nam, Virgin Islands, British, Virgin Islands, U.s., Wallis and Futuna, Western Sahara, Yemen, Zambia, Zimbabwe

Note:
Because of customs restrictions we cannot ship items in gift boxes.
The package recipient will be charged all applicable duty, taxes, and/or brokerage fees at time of delivery.

Sales tax will not be charged on your purchases, unless imposed by the respective payment processor.

Tracking of shipment:
For orders shipped via DHL Express – www.dhl.com.my. Alternatively, you may use the contact form.


Payment Gateway

We provide the following payment gateway options:

Payment Option
Pay In USD (US Dollar) Pay In MYR (Malaysian Ringgit)

All information collected on this website is kept strictly confidential. At no time this information is ever given, sold or traded to any other group or individuals. We will do everything possible to safeguard the information collected on this website and keep it from being accessed by unauthorized persons.


Security

The DUROIL Order Page uses a cutting-edge technology called Secure Socket Layer (SSL) to encrypt any personal and credit-card information you transmit to us online. The information is encrypted on your computer and decoded after it reaches our secure server. This information cannot be decrypted during transit. The bottom line: All personal and credit-card information you give us is 100% secure.


Privacy Policy

Our Commitment to your Privacy
Duroil.com values its customers and respects their privacy. We collect customer information in an effort to improve your shopping experience and to communicate with you about our products, services, contests, and promotions. Duroil.com recognises that it must maintain and use customer information responsibly. We will not sell or rent the information you provide to us online to third parties.

If our information practices change in the future, we will let you know by posting the policy changes on our website or by communicating directly with you. We will notify you of any such change before we use your information in a manner not previously disclosed in our privacy policy. You will have the opportunity at that time to opt out of any new use of your information.