Help Centre

Frequently Asked Questions

Everything you need to know about ordering, delivery, and owning a Sorano Studio build.

Ordering

How do I place an order? −

Browse our builds on the homepage, click View Build to see the full specifications, then click Add to Cart or Buy Now. You can also reach out via our Contact page if you'd like advice before ordering.

Can I customise the specs of a pre-built? +

Yes. Our pre-built configurations are starting points. If you'd like a different GPU, more RAM, or a larger SSD, contact us via the Contact page and we'll quote accordingly.

Do I need to pay in full upfront? +

Yes — full payment is required before we begin sourcing components. This ensures we can lock in your parts at the quoted price and begin your build without delay.

Can I cancel my order after placing it? +

Cancellations are accepted within 24 hours of order placement, provided components have not yet been sourced. After 24 hours, cancellations may not be possible. Contact us immediately if you need to cancel.

Do you offer pickup in Klang Valley? +

Yes — local pickup in the Klang Valley area is available by appointment. Mention this in your message or order notes and we'll arrange a suitable time.

Delivery

How long does delivery take? −

Assembly and testing takes 3–5 business days. Once dispatched, delivery within Peninsular Malaysia typically arrives within 1–2 business days. East Malaysia may take 3–5 additional business days. Total time from order to delivery is a maximum of 7 business days.

Which courier do you use? +

We use reputable courier services such as J&T Express, Poslaju, or DHL depending on your location and the size of the build. You will receive a tracking number once your order is dispatched.

Is my PC safe during shipping? +

Every build is packed with custom foam padding, anti-static wrapping, and a reinforced outer box. We also include a GPU brace to prevent any movement during transit.

Do you ship to East Malaysia and overseas? +

We ship to all Malaysian states including Sabah and Sarawak. We do not currently offer international shipping.

The Builds

Does the PC come with Windows installed? −

Yes — every Sorano build ships with a clean Windows 11 Home installation. No bloatware, no trial software. All drivers are pre-installed and updated before dispatch.

Can the components change from what is listed? +

Marked components (indicated with * on the spec sheet) may be substituted due to stock availability. Any substitution will be of equal or greater specification. We will notify you if a significant substitution is made.

Can I upgrade my PC after I receive it? +

Yes — all our builds are designed with upgradeability in mind. RAM slots, storage bays, and PCIe slots are left accessible. Contact us for upgrade recommendations compatible with your specific build.

Are the builds tested before shipping? +

Every build undergoes a minimum 24-hour burn-in test under load, including benchmarks, thermal monitoring, and stability checks. We only ship a build once we're confident it performs as expected.

Warranty & Support

What does the warranty cover? −

The 1-year warranty covers hardware defects, component failures under normal use, cable management issues, and troubleshooting for problems arising from the original build. It does not cover physical damage, liquid damage, or issues caused by user modifications.

How do I make a warranty claim? +

Contact us via email or WhatsApp with your order number and a description of the issue. We'll diagnose remotely first. If the issue requires physical inspection, we'll arrange courier collection at no cost to you within the warranty period.

What happens after the warranty period? +

We still offer paid repair and support services after warranty expiry. Contact us and we'll assess the issue and provide a quote.

Payment

What payment methods do you accept? −

We accept online payment via credit/debit card, FPX bank transfer, and DuitNow through Shopify's secure checkout. We do not accept cash on delivery.

Is my payment secure? +

Yes — all payments are processed through Shopify Payments which is PCI DSS compliant. We do not store any card details on our end.

Do you offer instalment payment? +

We do not currently offer in-house instalment plans. However, some credit cards offer their own instalment facilities — please check with your bank.

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