SHIPPING AND DELIVERY
1. How can I track my order?
If you want to check the delivery status of your order, you can find your tracking information by visiting the Order page: My account - My orders.
If you have any other questions about the status of your order, you can contact our Customer Service team by submitting your purchased order code number to our Customer Service or Call Us: (+855) 23 882 545.
2. How much does shipping cost?
We strive to maintain low shipping costs. The shipping price associated with each item is displayed at checkout. The cost varies depending on the size, weight and destination of your item(s). For International Shipping cost visit: shipping fee calculator. For Local delivery fee visit: Phzar delivery fee.
3. Where does my order ship from?
Phzar is both online direct-sale and online marketplace. Your order could ship from a variety of locations depending on the merchant and your purchasing item(s). Online direct-sale products are mostly shipped from China, Taiwan and Hong Kong. Online marketplace products typically deliver from Phnom Penh, Cambodia.
4. What do I do if my item(s) was shipped to the wrong address?
You are able to change the shipping address as soon as you realize that it was shipped to the wrong address, Our Customer Service team will deal with your items and deliver to your correct shipping address. We recommend you to contact our team by submitting the tracking numbers to see if they can reroute your order to another address.
5. When will I receive my products?
Your shipping time depends on your product origin.
5.1. For pre-order item typically takes 20 business days. Shipping times may vary based on type of products and supplier destination. We will inform you by email once your order is shipped out and your order status will be updated to "Shipped".
5.2. For local products, it normally takes 1-2 business days to deliver to your shipping address.
5.3. Your products are securely packed and shipped to your destination under a strict QC inspection processes. Phzar strives to offer you the lowest possible shipping fee. Most of the items sold on Phzar are sourced from overseas and covered by Phzar Free Shipping Policy. Items under these shipping options typically take 20 working days. For those items which are not covered by Free Shipping Service, Regular International Shipping Fee (Land Freight) will be charged and calculated through following standard:
5.3.1. Small Package: $1/Kg
5.3.2. Big Package: $2.5/Package (Standard Size: 20*20*30cm)
6. Phzar Shipping Policy
Buy $30 Free Delivery
6.1. "Buy $30 Free Delivery" Policy is only applicable to specific delivery options:
6.1.1. When the total purchasing amount is more than $30 (shipping cost is excluded), your orders will apply with free delivery policy.
6.2. Not applicable for "Buy $30 Free Shipping" Policy
6.2.1. If the items you purchased are non-Phzar products;
6.2.2. If you chose other shipping options which are not covered by Buy $30 Free Shipping Policy.
7. Why does the tracking information show that the item has been delivered, but I did not receive anything?
Your package might be delivered to your shipping address and signed by your family member or friends. We suggest you to check with your family member first, If you cannot find it please check your provided shipping information especially your contact number. If you still have any trouble about it, please do not hesitate to contact Phzar Customer service center at: (+855)23 882 545.
8. If you need your items to come earlier, you may choose to use Phzar's Express Shipping Service (Air Freight), it typically takes 7 working days, and Phzar’s Express Shipping Fee is calculated based on following standard: Small Package: $5/Kg
9. It's important to know that some items are not allowed to be shipped by air, according to IATA (International Air Transport Association), ICAO (International Civil Aviation Organization). Those categories include:
9.2. Battery or any Electronics Device contains battery
9.3. Foods & Beverage
10. If an item is missing a manual
10.1. Some of Phzar products are supposed to ship with a manual but…
10.1.1. Sometimes the manual just isn’t very good, and you need more help with the product.
10.1.2. Sometimes we made a mistake and the manual was not put in the box.
10.1.3. Sometimes the product is new, and the manufacturer manual was so dire, we took it out!
10.1.3.1. Sometimes the manufacturer thought they were only selling this product in China, so there is no manual
10.1.4. Here's how we'll help:
10.1.4.1. Contact us with your order number and the product code. Explain whether there was a missing manual, or what aspect of the product’s function you need help with.
10.1.4.2. If a manual was omitted accidentally, we’ll give you a link where you can download it.
10.1.4.3. If the product has no manual, chances are we are already working on making one ourselves, and we’ll send that to you when it’s done.
11. If an item is missing accessories such as earphones or a cable
11.1. First, check the details in the product description again and Phzar.com to make sure it is supposed to have what you think it should.
11.2. If you're really missing something, please contact us, and here's how we'll handle it:
11.2.1. Give us your order number and the product code.
11.2.2. If the missing part is hard to describe, please provide a photo and reference a similar product photo on Phzar.com
11.2.3. If we confirm something is missing, we’ll send it out to you free of charge.
12. If your item is delivered missing some of its parts
12.1. If a key part of your product is missing on delivery, here is how we can solve the problem for you:
12.1.1. Contact us first, with your order number and product code; we will help to clarity what part is missing.
12.1.2. For major, expensive and integral product parts we may need to follow it up as a “lost/stolen in delivery”
12.1.3. If the part is small or an accessory, we will most likely be able to help you by simply re-sending it.
13. If you receive a multi-item delivery with some items missing
13.1. Is something missing from your order? Then simply follow these steps:
13.2. Unpack all the products because sometimes our packing staffs save space by placing smaller items inside the boxes of bigger items.
13.3. Check the status and comments of your order on Phzar, and see if you received any emails from Phzar about the order. It’s possible we split your order into more than one delivery to speed things up.
13.4. Next, you should contact us to explain the problem. Provide your order number and clearly describe which items(s) is missing. We can cross-check our warehouse records to show that the correct products were indeed packed and dispatched… meaning that the item(s) went missing during shipping and has been lost/stolen. (This is very rare, but it can happen.)
13.5. If it is definitely a lost/stolen item issue, you need to contact the courier company that delivered your item and register a formal complaint. You must do this as soon as possible following delivery. The tracking number is available from the packaging and from your Phzar order history. It’s imperative that you, or the recipient of the delivery, contact the courier company directly and follows the steps in their incident reporting system. They will provide you with confirmation of your complaint, and we can then confirm the incident on our side when we speak to the courier.
13.6. In order to combat fraud, we cannot independently verify lost/stolen item complaints. This means that we have to wait for the decision of the courier company about whether they accept the claim to provide compensation. If they accept the claim, depending on the case they will either offer you compensation or, more commonly, compensate Phzar. In that case we will inform you and either pass on the refund directly or make a new delivery to you – it will be your choice to make.
13.7. Sometimes the confirmation process from the courier can take a while, and you could consider making a new order on Phzar in the meantime if you need the products urgently.
1. Your Delivery fee is automatically added up to the shipping fee. Delivery fee is vary depends on our partnership delivery agent and delivery destination.
1.1. For Region 1 (Phnom Penh) normally charge: $1.00/package - $2.00/package
1.2. For Region 2 (Provinces) normally charge: $2.5/package
1.3. Note: Each package weight less than 5Kg.
2. Self-Pick up
2.1. Your items should be sending to your address directly. If the first delivery attempt failed, your items will be returned to our warehouse and awaiting for you to pick up. So you should know the following information:
2.1.1. Pick up address: #54, Street 588, Sangkat Boeng Kak 2, Toul Kork, Phnom Penh, Cambodia.
2.1.2. Time: Monday to Friday (09:00-17:00)
2.1.3. Contact: (+855) 23 882 545
2.2. Please check the quality and quantity of your items before leaving the pick-up point.
3. For payment option on pick up center we accept: Cash, POS, and Bank Transfer.
3.1. Remote Areas - Delivery
4. Can Phzar deliver to remote areas?
4.1. Yes, wherever you are, we will be able to deliver the product to you.
4.2. In some cases when your delivery address is too far from the main logistics centers, we will contact you to discuss the issue and we might apply a nominal “remote area charge”.
5. How can I know the exact date and time of the delivery?
5.1. We apologize that we are unable to give you an exact date and time of the delivery.
5.2. The delivery time of your order(s) depends on the seller(s) you order from:
5.2.1. If you have ordered from local sellers, you can expect to receive your orders within 2 business days after you have received our notification email.
5.2.2. If you have ordered form oversea sellers, you can expect to receive your orders within 20 business days after you have received our notification email.
5.3. For the most accurate time of your delivery item(s), please refer to its respective product page under the delivery option, before placing your order.