FAQ – Provomed

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General

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Ordering Online

Promotional Voucher

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Returns and Refunds

General

How can I reset my password for my Provomed account?

If you are having difficulties logging into your Provomed account, you can reset your password HERE.

Why create a Provomed account?

By signing up for a Provomed account, you’ll enjoy exclusive access to a range of member benefits, including:

Easy access to your account details
A full view of your order history
The ability to save your favourite products

How do I choose the best product(s) for myself?

As individuals, we have different nutritional needs for us function at our best. Regardless, supplementing with a daily multivitamin will be beneficial to bridge any nutritional gaps that we may have.

Do we really need vitamin supplements?

It is essential to make sure that you are eating a balanced diet full of nutrients. However, not everyone can practice a healthy and balanced diet due to lifestyle factors and dietary choices.

In these cases, supplementation can help to support and improve nutritional intake.

Is it normal for the colour of my urine to turn bright yellow after taking some products?

Yes. The colour is due to the metabolism of vitamin Bs and their elimination from the body via our urine.

This colour change shows that the supplement has effectively delivered the nutrients to your body. When your body has utilised enough vitamin Bs absorbed from the supplement, the remainder is excreted through your urine.

How should I store my supplements

Generally, we advise keeping all Provomed products in a cool, dry place, away from direct sunlight and heat sources.

Please be aware that some items may have specific storage instructions. It’s especially important not to leave Provomed products in your car, as temperatures inside parked vehicles can rise beyond what the products can safely withstand.

For more detailed storage guidelines, please refer to the instructions on the product label or the information provided on the respective product page on Provomed’s website.

If I have a medical condition, can I still take Provomed products?

We recommend consulting your primary healthcare provider before use.

Can I cut the supplement tablets in half if I can’t swallow the whole?

We recommend swallowing the tablets whole. However, if you have trouble doing so, you may cut the tablet in half—as long as both halves are taken at the same time.

Please note that sustained-release tablets should never be crushed, as this may compromise their effectiveness. These tablets are formulated to dissolve gradually, ensuring continuous support throughout the day. If you experience difficulty swallowing sustained-release tablets, we encourage you to contact us for further advice and clarification.

Should I take my supplements with a meal?

Certain dietary supplements are most effective when taken with food, while others work better on an empty stomach. For the best results, we recommend checking the product label or referring to the specific product page on the Nova website for detailed usage instructions.

Can I take Nova supplements after the expiry date?

We strongly recommend consuming our products within the shelf life indicated on the packaging to ensure their quality, safety, and effectiveness. Taking supplements after the expiry date is not advised, as the potency and stability of the ingredients may be compromised.

Payment

What forms of payment do you accept?

We use BillPlz which accept Visa, MasterCard, FPX, E-wallet,

What if there is a problem with my payment transaction

If there is an issue with your selected payment method and the payment cannot be processed, we will email you to notify you of the problem. If the payment remains unsuccessful the following day, your order will be automatically put on hold.

We recommend contacting your bank to obtain more information regarding the failed transaction.

If you would like to switch to another payment method due to the failed transaction, kindly login to your account again and place a new order using a different payment method. We will proceed to process your order in compliance with our Terms of Purchase, and will notify you via email when your order has been processed and the items are ready for shipment.

Are there any hidden fees?

No, there are no hidden charges when you shop on the Provomed E-commerce Store. All product prices and any applicable shipping fees will be clearly communicated at checkout.

However, if you’re ordering from outside Malaysia, please note that your shipment may be subject to import taxes, customs duties, and other fees imposed by the destination country. These additional charges must be covered by the recipient. Provomed has no control over these fees and cannot estimate their cost, as customs policies vary from country to country. For more information, we recommend contacting your local customs office.

Please also be aware that customs clearance procedures may result in delivery delays beyond our original estimates. It is your responsibility to ensure that the products you order from Provomed can be legally imported into your country. By placing an international order, you or the recipient agree to comply with all applicable laws and regulations of the destination country. We strongly suggest checking any relevant import restrictions before making your purchase

Ordering Online

Do you accept back-orders for out-of-stock products?

Currently, we do not support a back-order system. If a product is out of stock, it will be marked as unavailable on our website and cannot be added to your cart. If the item is in stock, you’ll be able to add it to your cart and proceed with your purchase as usual.

Is it possible to place an order by phone?

We currently do not accept orders over the phone.

If you need assistance with placing an order, please email us at info@provomed.com or contact us via WhatsApp at +6010-3709129.

What are the expiry dates of the products sold?

The products available on this website have expiry dates ranging from 6 months up to 3 years, giving you ample time to use them.

Please be aware that the expiry date shown on each product reflects its shelf life. After opening the bottle and breaking the seal, we strongly recommend consuming the product within 3 months to ensure maximum freshness and effectiveness. For detailed information, please refer to the product label or the relevant product page on the Provomed website.

Promotional Voucher

How do I use my voucher code?

After selecting your desired products and adding them to your cart, you can proceed to the checkout page.

To apply a discount, enter your voucher code into the designated field and click “Apply.” Please ensure the code is entered exactly as provided; otherwise, the discount will not be activated.

Note that shipping fees are excluded from the discount and will be added at checkout. The order summary will clearly display the total amount due before you complete your payment.

Does my voucher expire?

Yes, all Provomed vouchers come with an expiration date, which will be clearly indicated when you receive the voucher code. Please note that we cannot extend the validity period of any vouchers, so we encourage you to use them before they expire.

Shipping

How are my orders shipped?

Orders that are successfully placed will be shipped within three (3) business days, Monday through Friday.

After your order leaves our warehouse, you can track its progress using the tracking number provided HERE.

How are your domestic shipping options and costs?

For domestic shipping within Malaysia, Provomed provides free delivery for our registered members.

Please note, however, that a delivery fee applies to each order of Healthy Joy bread. Additionally, Provomed reserves the right to change delivery charges at any time without prior notice.

How long does it take for my order to arrive?

Please note that Provomed cannot guarantee exact delivery times due to unforeseen circumstances beyond our control.

That said, we strive to ship all orders within one (1) business day (Monday – Friday). For deliveries within Malaysia, orders usually arrive within 3 to 5 business days. Delivery times may vary depending on your location and could be faster or slightly longer in some cases.

I did not receive my order within the specified timeframe. What should I do?

If your order hasn’t arrived within the estimated delivery time, please reach out to the Provomed Customer Care Team by emailing info@provomed.com, and include your order number and tracking number. For international shipments, you may also need to contact your local postal service for updates on your order status.

How are international orders handled and how much is the delivery fee?

A flat delivery fee of RM 200 currently applies to all international shipments outside Malaysia. Please be aware that this fee may change without prior notice if there are adjustments from our courier service provider.

International orders are shipped by air freight to a handling center in your country, after which your local postal service completes the delivery. As a result, delivery times may vary depending on your country and postal service. Typically, parcels arrive within 8 to 21 business days, but the exact timing depends on your local delivery network. You can track your order using the link provided in your confirmation email.

Can I legally import Provomed products into my country?

Provomed ships its Malaysia range of products to most countries worldwide. However, it is your responsibility to ensure that the products can be legally imported into your destination country.

When you order from Provomed, the recipient acts as the importer of record and must comply with all relevant laws and regulations of the destination country.

International shipments may be subject to import taxes, customs duties, and fees imposed by your country’s authorities once the shipment arrives. These additional charges are the responsibility of the recipient. Provomed has no control over or ability to predict these fees. Customs policies differ greatly between countries, so you should contact your local authorities for detailed information.

Customs clearance procedures can also cause delays beyond our original delivery estimates. If an order is returned to Provomed by customs in a sellable condition, we will refund the order amount excluding the original shipping costs.

Provomed cannot guarantee that products can be lawfully imported to your country. Before making a purchase, you should verify any import restrictions or regulations that may apply.

Returns and Refunds

What is Provomed’s return policy?

We stand behind the quality of all products sold through our online store. To protect our customers, we ensure that all items are:

Genuine and authentic
Shipped with a minimum of six months before their expiration date
Delivered in excellent condition, free from any damage such as tears, leaks, or dents

If you receive a product that is counterfeit, close to expiry, or damaged, you may be eligible for a full refund. Please retain your proof of purchase and the product packaging if you wish to request a return or refund.

Refunds will be issued in Malaysian Ringgit (RM). Please note that any differences caused by currency exchange rates or fees charged by your bank or card provider are not covered. These charges are the responsibility of the customer.

This policy does not affect your rights under Malaysian Consumer Protection Laws.

How do I return a product?

Step 1: Verify if your return request falls within our return policy guidelines.

Step 2: Email us at info@provomed.com with the following details:

Your order number (provided in your order confirmation email)
Your username or the email used to register your account
Clear photos of the product’s front and back, showing all labels clearly
A photo displaying the product’s serial number, lot number, manufacturing date, and expiry date

Step 3: Prepare the items for return. (Returns are required for products received damaged, expired, in poor packaging, or in bad condition.)

Step 4: Ship the package to:
Provomed

D2-1-17, Floor 1, Block D2 OUG Parklane,
Jalan 1/152,
58200 Kuala Lumpur,
W.P. Kuala Lumpur,
Malaysia

Step 5: Once we receive your returned items at our warehouse, we will begin processing your refund.

Please note that we reserve the right to decline any returns that do not meet our policy requirements or if there is evidence of misuse of the return process.

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