There are other products only found in other countries, can I make a purchase and have it delivered?
All country sites are only servicing their local countries unless stated otherwise. Unfortunately we are unable to bring in products not sold in Malaysia. However please reach out to us at email@example.com for us to know what kind of product that you are looking for.
If I can’t find the particular product online even though it was selling previously, does it mean that it has discontinued?
If products are sold out, it will be removed from the website. However we do replenishment regularly to our good selling products. Do check back a week later or reach out to us at firstname.lastname@example.org to find out more
Once an order has been placed, the order will be processed within the same, or next business day if order was made during non-working hours. It will be shipped within 3 - 4 business days after ordering
How long does it take for my order to be delivered to me?
Your order will reach you in 5 - 7 working days in major cities, after you have received the shipped notification email. 7 - 10 working days is required if you reside in east Malaysia. Do allow a few more days for secluded areas.
You may receive an order cancellation email if you have requested to cancel your order, or due to unforeseen circumstances such as a defective last piece product. Additionally, if you did not complete your payment, you will also receive an order cancellation email to let you know that the pending order has been cancelled. Please contact us if you have any questions.
Our order confirmation emails will be sent out once order is confirmed. If you have not received any emails, you may wish to check your spam box. You may check your order status at My Account page. Alternatively please reach out to us at email@example.com to find out more.
As orders will be processed immediately, we may not be able to change the order. Please contact us via firstname.lastname@example.org immediately to make changes. If the order is made outside business hour, please reach out to us the next available business day as soon as possible.
If I am not satisfied with my purchase, how can I return it?
We allow returns within 14 days of receipt as long as the products are in their original condition and packaging, and tags must be intact. Just contact our customer service via email@example.com and we will share with you what are the available options. Please use trackable shipment to return your order to us. Once the product is returned, we will proceed with the refund.
Our returns are made to be simple for our customers. If you are not satisfied with our product, or you change your mind, you can drop us an email or call our customer service hotline and tell us your order number. Print out the return slip provided to you and return it to our local warehouse in Malaysia via trackable shipment. The trackable shipment ensures that the returned parcel reaches safely in our warehouse for processing. Customers only has to bear the shipping charges; no other administrative fees will be involved.
I have returned the purchase, when would the refund be completed?
Once the returned product has been received by our team, the refund will be completed within 14 days. However the processing speed will be under the discretion of the bank. To find out more you may wish to contact our customer service team.
Timberland Online Store does not allow exchange of products. If you are unsatisfied with our products, you can return the product back to us within 14 days of receipt in its original condition and packaging and we will refund the credit back to your original mode of purchase.
What is the difference between Timberland online and retail store?
Online store may feature exclusive products and promotions time to time which may be different from our regular retail store. Do check with our customer service officer to find out more at firstname.lastname@example.org. Alternatively, you may wish to sign up with us to be informed of the latest news.
How can I check the stock availability in the retail store?
As the stocks movement in our retail stores are real time and fast moving, we recommend all our customers to contact our Timberland retail store that you may want to visit. Our stores listing can be found
What does LWG mean and what is the leather grade that Timberland uses?
Timberland partners with Leather Working Group (LWG) to develop and maintain a protocol that assesses the compliance and environmental performance of tanners, and promoting sustainable and appropriate environmental business practices within the leather industry. As of 2015 99% of our leathers are sourced from LWG Silver and Gold rated tanneries.
Why is Timberland’s boots larger than normal sneaker sizes?
Our Timberland boots are made for comfort and therefore when thick socks are worn you may not feel the squeeze. We recommend our new Timberland adventurers to get half size smaller than their sneakers size. You may purchase all our other footwear line as per your sneaker sizing.
Our Shirts and Tees are designed with our Timberland’s fans in mind, and therefore we want to give you the best options of both. If you would like to have more room for your movement, get our regular fitted tops. Or just get our slim fitted tops for your day to day. If you are worried on the size consistency, just remember that whatever size you are wearing for regular, get one size larger for our slim fitted tops.
Why does Timberland footwear have minor flaws on the leather?
Many of our Timberland leathers are lightly treated to present to our customers the real leather conditions. As these are genuine leathers, minor flaws may appear under natural conditions. These are a signature piece of the Timberland products that are unique on its own.
Are there any membership fees for Club Timberland? And what are Friends of Timberland, Green and Gold member about?
Being a member of Club Timberland is free. Once you have signed up with us by registering an account, you will be enrolled directly to Friends of Timberland. If you have bought with us with the same account logged in, you may be upgraded to Green or Gold member which will allow you to enjoy 10% or 15% discount respectively. For more information, click here.
Green and Gold membership will expire and downgrade 1 year after issuance if you did not maintain the minimum spend. For more information, click here, or approach our friendly customer service associates by email.