Frequently Asked Questions

Currently, ZUS Commerce (M) Sdn. Bhd. only ships within Malaysia. International shipping is not available at this time. Any future updates will be communicated via our official channels.

Delivery timelines for Ready Stock items are as follows:

• West Malaysia: 3–5 working days
• East Malaysia (Sabah, Sarawak & Labuan): 7–14 working days

Delivery timelines begin once the order has been dispatched. Tracking details will be shared via email.Pre-order items are excluded from the above timeline. Customers are responsible for checking item status marked as [PRE-ORDER NOW] or [ORDER NOW] on the product page before checkout.

Shipping fees are calculated based on delivery location and order value:

West Malaysia

• RM6 flat rate for orders below RM60
• Free shipping for orders RM60 and above

East Malaysia (Sabah, Sarawak & Labuan)

• RM18 flat rate for orders below RM100
• Free shipping for orders RM100 and above

Shipping fees will be reflected during checkout prior to payment confirmation.

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number and a tracking link. We recommend monitoring the tracking status regularly for shipment updates.

If you notice an error in your shipping information, please contact zcm-support@zuscoffee.com immediately.Address changes may only be accommodated before shipment is dispatched. We will not replace or refund parcels delivered to an incorrect address provided by the customer.

If your order includes pre-order items, the entire order will be shipped together once all items are available.Split shipments are not supported at this time.

If your order:

• Has not arrived within the estimated delivery timeframe, or
• Arrives damaged

Please contact zcm-support@zuscoffee.com with your order number and relevant details. Our team will review the case and assist accordingly, subject to investigation and courier confirmation.

At this time, expedited or urgent shipping options are not available. All orders are processed using standard delivery services to ensure consistency and reliability.

ZUS Commerce (M) Sdn. Bhd. accepts the following payment methods:

• Credit / Debit Cards (via eGHL Payment Gateway)
  All major credit and debit cards are accepted except American Express (AMEX). Payments are securely processed through eGHL.
• Online Bank Transfer (via eGHL Payment Gateway)
  Customers may select Online Bank Transfer during checkout. No additional charges apply, as transaction fees are absorbed by ZUS Commerce (M) Sdn. Bhd.
• eWallet (via eGHL Payment Gateway)
  Selected eWallet options are available at checkout. No additional charges apply.
• Buy Now, Pay Later – Atome
  Atome is available as a payment option and is processed via Atome’s payment gateway, subject to Atome’s own terms and approval.

ZUS Balance / Wallet is not supported for purchases on the ZUS Commerce (M) Sdn. Bhd. website.This balance can only be used via the ZUS App for purchases at physical ZUS Coffee outlets, including drinks, pastries, and selected merchandise.

If payment has been completed but no confirmation email is received, please contact zcm-support@zuscoffee.com with the following details:

• Proof of payment or transaction receipt
• Payment method used
• Date and time of transaction

Our team will verify the payment status and assist accordingly.

If you believe a transaction was made without your knowledge, please contact zcm-support@zuscoffee.com immediately and provide the following for investigation:

• Proof of transaction activity on the same purchase date
• Confirmation of whether the payment method or account may be shared with family members or friends
• If a parcel is received, clear photos of the items and the airway bill

Our team will review the case and take appropriate action based on the findings.

An e-Invoice is a digital record of a transaction between a seller and a buyer, created in a structured, machine-readable format (XML or JSON) as specified by the Inland Revenue Board of Malaysia (IRBM/LHDN).
It is not issued in PDF, JPG, or printed format. For more information, please visit the LHDN e-Invoice website.

If you are an individual (not operating a business), you may need an e-Invoice for:

• Claiming personal tax relief on your income tax return (Form B / BE)
• Submitting expense reimbursement claims to your employer (subject to company policy)

After completing your purchase, you can request an e-Invoice by following these steps:

• On the order confirmation page, scan the QR code for the e-Invoice request
• Fill in the required details:Full nameTax Identification Number (TIN)Identification numberEmail addressPhone numberAddress
• Click Submit

A Tax Identification Number (TIN) is a unique number issued by LHDN to identify taxpayers in Malaysia for tax reporting purposes. You may retrieve or verify your TIN via:

• MyTax Portal: https://mytax.hasil.gov.my/ → select “e-Daftar”
• HASIL Live Chat
• Call 03-8911 1000 or +603-8911 1000 (overseas)
• Visit any Inland Revenue Board of Malaysia (IRBM/LHDN)office

No. You may use any device or application that supports QR code scanning.

Yes. You must download the e-Invoice within the same month that the purchase is made or the product is received.

An e-Invoice request must be submitted within the same month of purchase. Requests made after this period will not be accepted or processed.

The e-Invoice will include:

• Your name
• Registration number
• Email address
• Phone number
• Purchase details

This information is collected solely for e-Invoice generation and legal compliance.
Your personal data will not be shared with third parties unless required by law or with your consent.
Please refer to our service provider’s Privacy Policy. for more information.

For questions or assistance related to e-Invoicing, please contact myinvois@hasil.gov.my. The Inland Revenue Board of Malaysia (IRBM/LHDN) team will be able to assist with account-related or technical enquiries.

Once checkout is completed, your order is immediately processed and cannot be amended or cancelled. This applies to all standard purchases to ensure timely fulfilment.

Customised or personalised products are strictly not eligible for cancellation, amendment, or return.

Yes, pre-orders may be cancelled only if they have not yet been shipped.To request a cancellation, please email zcm-support@zuscoffee.com with:

• Your order number
• Reason for cancellation

Cancellation requests are subject to verification and processing status.Important Notes

• Orders that have entered fulfilment or have been shipped cannot be cancelled or modified.
• ZUS Commerce (M) Sdn. Bhd. does not support partial cancellations or order amendments.
• Approved cancellations will be handled in accordance with ZUS Commerce (M) Sdn. Bhd. subject to Terms & Conditions clause for Return & Refunds.

Yes. If you receive a defective or incorrect item, you may request an exchange under our 15-day warranty period from the date of delivery.To submit an exchange request, please email zcm-support@zuscoffee.com with the following:

• Clear photo(s) or video showing the defect or incorrect item received
• Proof of purchase (order confirmation or receipt)

All exchange requests are subject to verification. Requests without the required information may be rejected.If a return is required, we will provide a return shipping label and instructions. Items returned without prior approval will not be accepted. For full terms, please refer to our Exchange Policy.

Exchange and refund requests will not be accepted for the following:

General Exclusions

• Change of mind or personal preference
• Not meeting personal expectations
• Incorrect size, colour, or variation selected (buyer error)

Product Condition

• Minor aesthetic or cosmetic imperfections that do not affect functionality
  (e.g. slight misprints, the lid is off-center with the printed logo, received batch with old ZUS logos, small stains, loose threads)
• Minor or dented packaging where the product remains intact
• Normal wear and tear (scratches, dents, chips, faded paint)

Product Type

• Gift cards and Gift-With-Purchase items
• Sale, promotional, or clearance items
• Customised, personalised, or special-order products
• Personal care products
• Perishable goods (e.g. food items)
• Hazardous or regulated materials

Order & Usage

• Orders placed via third-party retailers, resellers, or secondhand platforms
• Lost or stolen items after delivery confirmation
• Accidental damage due to misuse, drops, impact, or neglect

Important Notes

• Exchange eligibility is strictly assessed based on product condition and documentation provided.
• ZUS Commerce (M) Sdn. Bhd. reserves the right to reject any request that does not comply with the stated policy.
• Approved exchanges are subject to stock availability.

• All completed sales are final. Refunds are only offered for defective or incorrect items when an exchange is not available.
• If a return is required, we will provide a return shipping label and instructions. Items returned without prior approval will not be accepted.
• All refunds are subject to inspection and approval upon receipt of the returned item.
• If approved, refunds will be credited to the original payment method within 7–14 business days. Processing time may vary depending on your bank or card issuer.
• If more than 15 business days have passed since your refund was approved and you have not received it, please contact zcm-support@zuscoffee.com for assistance.

Yes. A refund may be considered only if an exchange is not available.To be eligible, please email zcm-support@zuscoffee.com and provide:

• Clear photo(s) or video showing the defect or incorrect item
• Proof of purchase (order confirmation or receipt)

Requests without sufficient documentation may be rejected.If a return is required, we will issue a return shipping label and instructions. Items returned without prior approval will not be accepted. Subject to Terms & Conditions clause for Return & Refunds.

If a delivery fails and a refund is approved, the refund will cover the cost of the merchandise only. Shipping and delivery fees are non-refundable.

Returns and refunds will not be accepted for:

General

• Change of mind or personal preference
• Items that do not meet personal expectations
• Incorrect selection of size, colour, or variation (buyer error)

Product Condition

• Used items or items returned in unsellable condition
• Products with removed labels, stickers, or packaging
• Minor cosmetic imperfections that do not affect functionality
• Normal wear and tear

Product Type

• Customised or personalised products
• Gift cards and Gift-With-Purchase items
• Sale, promotional, or clearance items
• Personal care products
• Perishable goods
• Hazardous or regulated materials

Order & Delivery

• Orders placed through third-party retailers or resellers
• Lost or stolen parcels after delivery confirmation
• Accidental damage caused by misuse, impact, or neglect

Important Notes

• Refund eligibility is determined strictly based on product condition and documentation provided.
• ZUS Commerce (M) Sdn. Bhd. reserves the right to reject any request that does not comply with this policy.
• Approved refunds do not include shipping fees unless otherwise stated.

The Tumbler is made using food-grade stainless steel and BPA-free materials where applicable. All materials used for food and beverage contact are selected to be safe for everyday use when handled according to care instructions.

Yes. All our tumbler components that come into contact with food or beverages are BPA-free.

The tumbler does not contain lead on any surfaces that come into contact with food or beverages. All products are designed for safe daily use when used as intended.

For best temperature retention:

• Preheat or pre-cool your bottle by filling it with hot or cold water for a few minutes
• Empty the bottle and immediately fill it with your beverage
• Secure the lid tightly to minimise heat transfer

• Wash with warm water and mild dish soap before first use
• Hand washing is recommended to preserve the product's finish
• Use a soft sponge or brush only
• Avoid abrasive scrubbers or metal brushes, as they may damage the surface

Dishwasher suitability varies by product. If applicable, lids may be placed on the top rack only.
To maintain product quality and finish, hand washing is strongly recommended.

No. The tumbler is not microwave-safe. Microwaving may damage the product and pose safety risks.

No. Freezing liquids inside an insulated tumbler may cause expansion and damage to the product. This is not recommended.

To remove stains or odours:

• Soak with warm water and mild dish soap
• For tougher stains, a mixture of baking soda and warm water may be used
• Rinse thoroughly and allow to air dry
• Avoid harsh chemicals or bleach.

Stainless steel is rust-resistant but not completely rust-proof. Prolonged exposure to moisture or improper cleaning may cause surface rust. Use a non-abrasive cleaner and a soft sponge to gently remove any affected areas.

Yes, but caution is advised:

• Hot liquids may cause burns if spilled
• Open lids slowly and carefully
• Do not shake bottles containing hot liquids

Always handle with care.

The tumbler is not recommended for:

• Hot carbonated beverages
• Perishable liquids stored for extended periods

Pressure buildup may occur and cause leakage or lid release.

Daily cleaning is recommended, especially if used for beverages other than water.

Care instructions remain the same. However, customised or personalised products are not eligible for return, exchange, or refund, unless defective upon arrival.

Yes, we accept bulk and corporate orders. For enquiries, please contact zcm-sales@zuscoffee.com with details of your requirements, and our team will get back to you as soon as possible.Please note the minimum order quantity (MOQ) for bulk purchases is RM1,500 and above.

ZUS Tumblers are available for purchase via:
Availability may vary by platform.

• ZUS Official Store
• Shopee Official Store
• TikTok Official Store
• Lazada Official Store

The 10% BYZT discount applies to drinks ordered via the ZUS App, excluding:

• Bottled Drinks
• ZUS Bottled Necessities

Additional terms and conditions may apply during promotional periods.

To enjoy the BYZT discount:

1. Register your ZUS Tumbler (one-time registration) by scanning the QR Code via the ZUS App
2. Once registered, select the “Use Tumbler” option during checkout
3. The 10% discount will be applied automatically to the eligible drink

Each user account may redeem the 10% BYZT discount up to two (2) times per day.

Yes. Orders placed using the BYZT discount are eligible for cup count accumulation, unless otherwise stated.

Yes. You must bring your registered ZUS Tumbler to the outlet.The barista will only prepare the drink in your tumbler if the “Use Tumbler” option is selected. Drinks will not be served in standard cups under this program.

No. The BYZT discount is exclusive to ZUS Tumblers.ZUS Tumblers are designed to fit ZUS drink specifications to ensure quality and consistency.

No. The BYZT Program is only available for Pickup orders placed via the ZUS App.

Yes. The BYZT 10% discount may be used together with other promotions unless stated otherwise.Please refer to the specific terms and conditions of each promotion.

Only one (1) drink per order selected with the “Use ZUS Tumbler” option will receive the 10% BYZT discount.

No. The BYZT discount is linked to your ZUS App account, not the number of tumblers owned.

Redemption remains capped at two (2) times per day per account.

The BYZT Program follows a one-user-per-account policy to ensure fair usage and system accuracy.

The program also supports sustainable consumption, encouraging responsible use rather than bulk redemptions.

Important Notes

• ZUS reserves the right to amend, suspend, or terminate the BYZT Program at any time without prior notice.
• Abuse or misuse of the program may result in restriction or removal of benefits.

ZUS Tumblers (8oz) are available for purchase via:Availability may vary by platform.

• ZUS Official Store
• Shopee Official Store
• TikTok Official Store
• Lazada Official Store

After purchasing your 8oz Coffee Cup:

1. Scan the QR code provided with your cup
2. Complete the registration form using your details

Once registration is successful, your lifetime 10% discount on ZUS Superfine™ products will be activated and linked to your registered email address.

ZUS Superfine™ products are available on our webstore:

• ZUS Superfine™ Sachet
  Freeze-dried instant coffee with a premium taste and everyday convenience which brews in 3 seconds, no machine required.
• ZUS Superfine™ Capsule
  Rich, café-quality coffee capsules designed for quick and easy brewing with no coffee machine required.

Your BYSS lifetime discount will be automatically applied at checkout when you purchase using your registered email.

Anyone who purchases an 8oz Coffee Cup and successfully completes the QR code registration is eligible for the BYSS lifetime benefits.

BYSS members enjoy a lifetime 10% discount on all ZUS Superfine™ products purchased via the webstore.

No. The BYSS lifetime discount is only applicable on the ZUS Official Store and is not valid for purchases made via Shopee Official Store,Lazada Official Store, TikTok Official Store, or physical ZUS outlets.

Yes.

To ensure your discount is applied correctly, please use the same email address for checkout that was used during BYSS registration.

Using a different email may result in the discount not being applied.

No. The BYSS benefit is non-transferable and is tied to one registered user account only.

No. Even if you own multiple 8oz Coffee Cups, the discount remains 10% per registered account and cannot be stacked or multiplied.

Yes. The 10% BYSS discount can be stacked with other ongoing promotions, unless stated otherwise in the promotion’s Terms & Conditions.

No. The BYSS discount is a lifetime perk, provided the program remains active and your registration is valid.

Important Notice:
ZUS® reserves the right to amend, suspend, or terminate the BYSS Program or update its Terms & Conditions at any time without prior notice.

ZUS merchandise is available for purchase at selected ZUS outlets only, and availability may vary by location.

To check availability via the app or web:

1. Select Delivery or Pickup for your preferred nearby ZUS outlet
2. Scroll down the left-hand menu
3. Look for the Merchandise section

If the merchandise section is not displayed or no items (e.g. tumblers) are listed, it means merchandise is not available at that outlet. Alternatively, you may walk into any ZUS outlet to check and purchase merchandise subject to in-store availability.