Shipping Policy

This Shipping Policy explains how orders are processed, shipped and delivered within Malaysia.

1. Order Processing

Orders are normally processed within 1 to 3 business days after payment has been successfully confirmed.

Orders placed on weekends or public holidays will usually be processed on the next business day.

Processing may take longer during:

• Sales and promotional periods

• Festive seasons

• Public holidays

• Product launches

• Periods of high order volume

• Stock verification

• Payment or address verification

Processing time is separate from delivery time.

2. Shipping Fees

Shipping fees may be calculated based on:

• Delivery location

• Parcel weight

• Parcel dimensions

• Product type

• Selected delivery service

• Promotional or free-shipping eligibility

The applicable shipping fee will be displayed during checkout before payment is completed.

Free shipping may be offered for selected products, promotions or orders that meet a minimum purchase amount.

3. Estimated Delivery Times

Estimated delivery times are generally:

• Peninsular Malaysia: 1 to 5 business days

• Sabah, Sarawak and Labuan: 3 to 10 business days

These delivery times are estimates and do not include order-processing time.

Delivery may take longer because of courier operations, weather, road conditions, public holidays, festive seasons, remote locations, security checks or other circumstances outside our reasonable control.

4. Courier Selection

Orders may be shipped using different courier providers depending on:

• Delivery location

• Parcel weight and dimensions

• Product requirements

• Courier availability

• Operational considerations

Customers may not always be able to select a specific courier.

5. Order Tracking

Tracking information will normally be provided after an order has been packed and handed to the courier.

Tracking updates may take up to 24 hours or longer to appear in the courier’s system.

Customers are responsible for monitoring tracking information and following any instructions issued by the courier.

6. Delivery Information

Customers are responsible for providing accurate and complete delivery information, including:

• Recipient’s name

• Delivery address

• Unit or floor number

• Postcode

• State

• Contact number

We are not responsible for delays or failed delivery caused by incorrect, incomplete or outdated information provided by the customer.

Customers should contact us immediately after placing an order if information needs to be corrected. Changes cannot be guaranteed once processing or shipping has begun.

7. Delivery Attempts

Customers should ensure that someone is available to receive the parcel where required.

Where delivery is unsuccessful, the courier may:

• Attempt redelivery

• Contact the recipient

• Leave collection instructions

• Hold the parcel at a collection point

• Return the parcel to the sender

Customers should follow the courier’s instructions within the stated period.

8. Returned Parcels

A parcel may be returned because of:

• An incorrect or incomplete address

• An incorrect contact number

• Repeated unsuccessful delivery attempts

• Failure to collect the parcel

• Refusal to accept delivery

• Restricted access to the delivery location

Additional shipping charges may apply before a returned parcel is sent again.

Where a refund is approved, the original shipping cost, return cost and other reasonable delivery expenses may be deducted, except where the failed delivery was caused by our error.

9. Delivery Delays

We work with independent courier providers and cannot guarantee an exact delivery date or time.

We will provide reasonable assistance where a delay occurs, but we are not responsible for courier delays or events outside our reasonable control.

A delayed delivery does not automatically qualify for cancellation or refund where the parcel remains in transit, unless otherwise required by law.

10. Damaged Parcels

Customers should inspect the parcel upon delivery.

Where the packaging appears seriously damaged, customers should photograph or record the parcel before opening it.

Any damaged-product report should include:

• The order number

• Photos of the outer parcel

• Photos of the shipping label

• Photos or videos of the damaged product

• A description of the issue

Customers should retain the product, packaging, accessories and delivery materials until the matter has been reviewed.

11. Missing Products

If a parcel arrives with a missing product or component, customers should contact us promptly and provide:

• The order number

• Photos or videos of the parcel

• Photos of the shipping label

• Photos of all products received

• A description of the missing item

The request will be reviewed against packing and delivery records.

12. Lost Parcels

Where tracking has not updated for an unusual period, we may request an investigation from the courier.

A replacement or refund may be considered after the courier confirms that the parcel is lost or after the investigation has been completed.

Courier investigations may require additional time.

13. Parcels Marked as Delivered

Where tracking shows that a parcel has been delivered but it cannot be located, customers should first check with:

• Household members

• Neighbours

• Building management

• Reception or security personnel

• The courier

• Any safe location shown in the delivery record

Customers should contact us if further assistance is required.

14. Separate Shipments

An order containing multiple products may be delivered in separate parcels because of:

• Product availability

• Parcel size

• Fulfilment location

• Courier restrictions

• Operational requirements

Separate tracking numbers may be provided where applicable.

15. Ownership and Risk

Ownership and responsibility for products will be handled according to applicable Malaysian law and any non-excludable consumer rights.

16. Changes to This Policy

We may update this Shipping Policy when shipping methods, courier arrangements, fees or operational requirements change.

The version published at the time an order is placed will normally apply to that order.

17. Contact

Shipping and delivery enquiries may be submitted through the contact details provided on the website. Customers should include their order number when requesting assistance.