Frequently Asked Questions

 

At Tomato KidZ, we are dedicated to provide an exceptional level of Customer Service. We value your business and patronage and recognise the importance of all your needs and any concerns you may have.  We hope you will find this section of our site helpful and informative.

Q: Are my details secure when ordering online?
A: Our site is secured using 128 BIT secured encryption. This ensures that all information you send to us via the Internet will be encrypted. If any other user intercepts the communication they will only be able to view an encrypted form. This makes it almost impossible to be intercepted by an unauthorised party, as long as your browser supports the use of encrypted data transmissions. You will know you are in a secure environment when ordering online by the appearance of a security notice when you enter a secure page (depending on browser security settings. As well, a secure icon will appear on your browser. For example, on Microsoft Internet Explorer, it is a lock icon and for Netscape, it is a key icon. A secure site can also be identified by the site’s address. For example, when you go to our online order page, you will notice that the address starts with 'https://', while pages that are not secure are void of the ‘s’ 'http://'. Digital Certificates, technically referred to as ‘Secure Sockets Layers’ (SSL), are used internationally by all major E-commerce sites. The industry standard for encryption technology, SSL, is compatible with Internet Explorer, Netscape and most other browsers. 

Q: Does Tomato KidZ has a showroom or retail store?
A: We do not have a showroom or retail store at this moment, ONLY online store.  In this way, we can offer quality kids bedroom sets at a competitive price.  We are in furniture business since year 1985, and all this while we are solely in export to Europe, UK and USA.  In year 2012, with high local demand on our design range of kids beds, we venture into local market by establishing Tomato KidZ Online Store and joining local home decor fairs.

Q: What is the Age Group for the Kids Beds?
A: Age 4 to 15.  Any age below 3 years old is considered Toddler beds with toddler mattress size.

Q: How Big Space I need to put this bed?
A: You can refer to our product details on each bed with statement of allocated space area for different beds.

Q: What is the size for Single Bed Mattress? 
A: Standard Single Mattress Size of 3' x 6' (91 x 190cm).  All our beds are designed in Single Mattress Size as we encourage kids to sleep in this bed till older age.

Q: Can I order offline or over the phone?
A: If you are still uncomfortable purchasing online, that's fine! You can call our experienced Sales Team at +603 5611 2311 or email to us at sales@tomatokidz.com.
Alternatively you can fax your order, together with payment details to +603 5638 0530.

Q: Do you take Custom Orders?
A: Due to the large quantity of furniture we produce, we do not take custom orders.  However, we do consistently upgrade our beds to fine pieces.  To find a style that will complement your home, you may want to visit our online selling website www.tomatokidz.com for updated products.

Q: What is the currency of the prices shown?
A: All prices are shown in Ringgit Malaysia (RM).

Q: What payment options do I have?
A: Online Orders: Ipay 88 by Visa Mastercard and Debit Card. Call or Fax Orders by Bank in to our Account at HSBC Bank with Bank Account Number : 355-224981-101 and Receiver is Synergy House Furniture Sdn. Bhd.

Q: Where do you deliver?
A: We can organize delivery for you almost anywhere in Malaysia (wherever a courier will go).  We have access to several nationwide carriers and their network extends Malaysia nationwide. For those sales taken during roadshow, we will deliver by lorry and we will call you one day before the delivery to confirm. We can also ship overseas, please feel free to email to us at info@tomatokidz.com for prices to your country.

Q: What if I'm not home upon delivery?
A: If by lorry, we will call you one day before the delivery.  If by courier, a note will be left in your letterbox asking to call the courier company and arrrange a convenient time for re-delivery (however, charges may apply for re-delivery).  

Q: What if I need to request a delivery day?
A: Please leave us a remark by putting in your requested delivery day upon order.  We will call you before delivery. Otherwise, a Standard Courier Delivery Service whereby deliveries are executed during businss hours (8am to 5pm Mon to Fri).  Our Standard Courier Delivery does not guarantee any specific time requests. 

Q: What if I want to cancel my order?
A: Should you need to cancel your order, money will be refunded less a RM75 administrative fee for furniture only. ONLY if notice is received by Tomato KidZ prior to your delivery leaving our warehouse. We do not accept refund or exchange to Accessories purchased.  Cancellations received when consignment is en route from our warehouse to courier depots will be charged at 50% of the total order value. We are unable to cancel orders that are already prepared and are dispatched with one of our couriers to your delivery point.

Q: Can I make changes to my order?
A: Changes can be made to your order but some conditions apply.  Please notify us immediately by email or direct phone call, should you wish to make any changest to your order. Once your order is en route for delivery, changes cannot be made.

Q: How do I know if you received my order?
A: As soon as your order has been placed online, you will receive an automatic email confirmation with an order number.

Q: What if my credit card is declined?
A: Please assist us in the ordering process by ensuring that all fields are filled in correctly (ie. allow no spaces between digits) and that you have double checked your credit card, expiry date and CVV numbers. You will be notified immediately if the transaction was successful or not.  If for some reason your credit card transaction is continuously declined online (and you have already contacted your bank to resolve the problem) you still have options to send your order to our email at sales@tomatokidz.com and pay us by bank in to us and we will process your order.

Q: Are the beds Safe?
A: We designed and structured our beds compliant to Europe testing standards.

Q: Are the paint finishes toxic?
A: The paint used on our products are non-toxic and are lead free. All our paint finishes have been tested by SGS for lead and other chemicals for compliance to standard EN71 and CPSIA.

Q: Do the beds come assembled?
A: The beds come flat-packed. 1. To Save on Shipping Costs  2. To Ensure the bed arrives safely while in transit.  Typical assembly time is approximately 40-60mins, step to step instructions are included however if you require assistance with the construction, we offer phone support.

Q: Do I need Special tools or equipment?
A: All you need is an Ellen Key (included) and a Screw driver.  All the holes are pre-drilled.


We are upgrading this page from time to time with experiences with our customers.
If you have any questions that you cannot find in this page, please kindly email to us at info@tomatokidz.com.
Thank you.