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Q1 How do I become a member?

Visit https://shop.gempakstarz.com/login and create an account or click the Facebook Log In button to sign up with your Facebook account. You will automatically become a valued member of Gempak Starz Online Store once your account is created. Membership is free without any hidden charges.


My Account 

Q1 What if I have forgotten my password?

Kindly click the “Forgot password?” link on the member login page. You will be required to key in your email address. After that, you will receive an email to reset your password. Please ensure that you check your Spam/Junk Mail folder for the password resetting email.


Gempak Starz Reward Points

Q1 What are reward points?

Reward points are rewards given to our members for purchases made at the Gempak Starz online store.  These reward points can then be utilised to make purchases or partial redemptions at Gempak Starz online store.


Q2 How can I earn reward points?

You can earn reward points for purchases made through your account at the Gempak Starz online store. The Reward Points Accumulation System is depicted below:

Earning Points

RM 1 spent = 5 reward points

  For example:

  Total amount spent = RM 20

  Total reward points = 100 reward points  


Q3 How can I redeem my reward points?

You must log in to your account and apply your reward points at the checkout page https://shop.gempakstarz.com/cart.

Redeeming Points

100 reward points = RM 1

  For example:

  Receipt amount = RM 20

  300 reward points = RM 3

  Balance to be paid = RM 17 


Q4 Can I use my reward points at any third party merchandiser?

Unfortunately, reward points can only be utilised at Gempak Starz online store https://shop.gempakstarz.com.


Q5 Can I use my reward points to purchase & checkout for free?

You may redeem the maximum amount of reward points available for item discount. However, there is a minimum RM2 purchase requirement (excluding shipping fee) to succesfully checkout & complete an order. Orders with RM0.00 amount will be automatically rejected by the payment system due to security reasons. 



Q1 What kind of payment methods are available at your website?

We engage iPay88, RazerMS, and Paypal as our payment gateways; therefore, we accept payment via credit and debit cards, online banking, selected eWallets, Razer Cash, and more. 


Q2 Can I place an order through email, Facebook, or a phone call?

We are sorry to inform you that we do not accept orders through email, Facebook, or phone calls.


Q3 How do I use Razer Cash to make a purchase?

If you do not have debit/credit cards or internet banking, select RazerMS at checkout and choose RazerCash as payment option. Please follow the steps listed below to make cash payment at any 7-Eleven store. Payment must be made within 1 hour or the transaction will expire. We will only proceed with the order once we have received payment. You may also click HERE for more details.


*Source from RazerMS website



Q1 When will I receive my order?

We are committed to processing orders as soon as possible after payment has been received. Please allow us 1 to 2 business days to pack your orders and arrange delivery for them.


Standard Delivery Time


  3 – 7 working days


  7 – 14 working days

Please note that delivery time frame may vary during peak periods & unforeseen events affecting courier logistics.

Kindly note that our new Singapore online store is now available and that delivery within Singapore is free! Customers in Singapore may visit https://www.sg.gempakstarz.com/ for more details. 


Q2 How much is the delivery fee?

The delivery fee will be displayed on the checkout page. Kindly note that items must be added to the cart in order for the delivery fee to be calculated.


Q3 Do you provide international shipping services?

Yes, we do provide international shipping. You may view the available shipping destinations on the checkout page. The delivery time for international shipping is stated below.


Standard Delivery Time


  7 – 14 working days


Q4 How can I check the international shipping cost?

You can view the international shipping cost from the official Gempak Starz website by following the steps listed below:  


Step 1: Choose the “Estimate Shipping & Taxes” option on the checkout page.


Step 2: Select the destination that you wish to have your order delivered to.


Step 3: Get the quote on the shipping fee.


Q5 When can I get my order's tracking number after I have made payment?

You can expect to receive the tracking number within 2 business days after the order has been processed.


Q6 When do you deliver pre-order items?

For pre-order items, kindly refer to the item information for the expected shipping date. In the case of multiple different pre-order purchase in one invoice, the items will be shipped according to the item with the latest release date. We recommend that customers place separate orders for pre-order & ready stock items to facilitate the fastest possible shipment.


Q7 How do I track and trace my order?

Once your orders have been picked up by our assigned logistic company, the tracking number will be made available to you. You can then track the delivery status of your orders via the steps and links below:

1) Pos Laju (Local) & EMS Service (International)

Step 1: Go to https://www.pos.com.my/

Step 2: Select 'Track & Trace', key-in tracking number, eg: ENxxxxxxxxxMY, and click 'Next'. 


2) NinjaVan (Local)

Step 1: Go to https://www.ninjavan.co/en-my/tracking

Step 2: Key-in the tracking number, eg: NVMYSTARZ0000xxxxx, and click 'Track parcel'. 


Q8 I can't track my order on the courier's tracking page. What should I do?

If you are unable to track shipment progress on the courier's tracking page, your parcel might have been just handed over to our courier partner. Kindly note that tracking numbers take up to 24 hours to be activated on the courier's tracking system. Should you encounter difficulties, please contact our Customer Care team via our Facebook live chat box on our official Gempak Starz website (excluding weekends and public holidays).


Q9 What happens if I do not receive my order after the standard delivery period?

In the rare occurrence that your order is not delivered within a reasonable time frame, please contact our Customer Care team via our Facebook live chat box on our official Gempak Starz website for further assistance.



Q10 Do you deliver during weekends and holidays?

Unfortunately, our courier partners are unable to deliver during weekends or public holidays. Please expect to receive your orders on business days. 


Order Cancellation and Product Exchange

Q1 Can I cancel my order if I already made the payment?

Products sold are non-refundable; therefore, we regret to inform you that orders cannot be cancelled once payment is received. Kindly ensure that you have checked and validated all details and information before you proceed with payment.


Q2 There is something wrong with my product. Can I get an exchange?

Kindly provide our Customer Care team with the original receipt and evidence of the defect.

Products with the following defects are eligible for exchange:

  1. Pagination errors
  2. Colour issues

Products with the defects listed above are eligible for an exchange with another product of the same value. If your product's defect is not one of those stated above, contact us via our Facebook live chat box on our official Gempak Starz website.

Kadokawa Gempak Starz Sdn Bhd will review defects on a case-by-case basis and reserves the right to determine a product's eligibility for exchange.


Q3 If I have purchased items from another online marketplace or physical store, can I still exchange them at the Gempak Starz online store?

Unfortunately, all products purchased through third party merchandisers cannot be returned or exchanged with Kadokawa Gempak Starz Sdn Bhd. Conversely, all items purchased through the official Gempak Starz website (https://shop.gempakstarz.com/) may be exchanged by contacting our Customer Care team.


Q4 Can I exchange items after 20 days have passed from the tax invoice date?

Unfortunately, products cannot be exchanged after 20 calendar days from the tax invoice date, subject to case by case basis.



Q1 If I have questions that are not covered here, where can I direct my enquiries to?

You may contact us via our Facebook live chat box on our official Gempak Starz website or drop us an email at enquiry(@)gempakstarz.com.