FAQ

Find answers to common questions about Sanag products, shipping, warranty, and orders. Explore our FAQ for quick help and support.

Payment

What forms of payment can I use?

We offer secure and convenient online payment options:

  • Credit/Debit Cards – Visa, MasterCard

All transactions are fully encrypted to ensure your security.
Is my payment information safe?

Absolutely. Sanag uses industry-standard SSL encryption and partners with trusted payment gateways to ensure your information remains secure.
Do you accept cash or bank transfers?

We do not currently accept:

  • Cash on delivery
  • Manual bank transfers

All payments must be completed digitally during checkout.

Delivery

Where do you deliver?
  • We deliver only within Malaysia.
  • No deliveries to P.O. Boxes, hotels, freight-forwarders, or overseas locations.
How long does delivery take?

Estimated timeline from order confirmation:

  • Order processing: 0–1 working day
  • Packing & inspection: +1 working day
  • Transit via City-Link Express: +5–7 working days (Typically 10 working days in total)
  • Transit via Fedex: +3 working days (Typically 05 working days in total)
What are the shipping fees?
Order Value Shipping Fee (incl. GST)
Below MYR 600 (after discount) Fedex (Within 05 Business Days MYR 60
Below MYR 600 (after discount) City-Link Express (10 Business days) MYR 20
MYR 600 & above FREE
What delivery service is used?
  • There are 2 options:
    - City-Link Express (Standard)
    - Fedex (Express)

  • Includes:
    - Door-step delivery
    - Tracking link via email
    - Proof of delivery
What happens if delivery fails?
  • Fedex: FedEx will leave a door tag or update the tracking status online to inform you of the attempted delivery. Fedex makes up to three (3) delivery attempts.

  • City-Link Express: Submit a reattempt request via: https://www.citylinkexpress.com/track-your-shipment/
Where can I track my order?

Fedex: You can track your shipment directly on the FedEx tracking page at:
https://www.fedex.com/fedextrack/

City-Link Express: Once your order is shipped, a tracking number will be emailed to you.
Track it at: https://www.citylinkexpress.com/tracking/
What if my item arrives damaged or incomplete?
  • Inspect your parcel immediately upon receipt.
  • If damaged or missing contents, contact us within 48 hours.

Warranty

Who is eligible for the warranty?
  • The warranty applies to Sanag-branded hardware bought directly from Sanag.com.my and delivered within Malaysia.
  • Purchases from unauthorised resellers are not covered.

All products must be registered at Sanag.com.my to activate warranty.
How long is the warranty period?
  • 12 months from the purchase date shown on a valid proof of purchase.
What does the warranty cover?

If a defect arises in terms of materials and workmanship, after a valid claim (within 12 months of purchased) is received, Sanag will, at its option:

  • Repair the Product using new or refurbished parts;
  • Replace the Product with the same model or an equivalent model of equal or greater value
What’s not covered?
  • Normal wear & tear: scratches, battery depletion
  • Accessories: ear tips, cables, pouches
  • Damage from misuse: liquid ingress, drops, heat
  • Unauthorized repairs or mods
  • Commercial usage
  • Acts of nature: fire, flood, lightning
How do I make a warranty claim?
  1. Email SanagMY@d-Artz.Com.Sg - Include your invoice number, product model, and fault description. Recommended with Photos and/or videos.