Shipping policy
Thank you for shopping with us. We aim to process and ship all orders as quickly as possible. Please review our shipping terms below before placing your order.
1. Order Processing Time
Orders will normally be processed and shipped within 1–2 working days after payment has been successfully confirmed.
Working days exclude Saturdays, Sundays, and public holidays.
Orders placed during weekends, public holidays, promotional campaigns, festive seasons, or periods of high order volume may require additional processing time.
Once your order has been shipped, tracking information will be provided where available.
2. Delivery Areas
We currently deliver to addresses within Malaysia, including:
- West Malaysia
- Sabah
- Sarawak
Delivery availability may vary for certain remote areas, islands, or locations that are outside the service coverage of our appointed delivery providers.
3. Estimated Delivery Time
Delivery time begins after the parcel has been handed over to the appointed delivery provider.
The estimated delivery period may vary depending on the destination, delivery provider, and current delivery conditions.
Delivery to East Malaysia, remote areas, islands, or outskirt locations may require additional time.
Please note that all delivery timeframes are estimates only and are not guaranteed delivery dates.
4. Delivery Provider
All deliveries are handled by third-party delivery providers.
Once the parcel has been handed over to the appointed delivery provider, the delivery will also be subject to the delivery provider's:
- Delivery schedule
- Service coverage
- Operating procedures
- Delivery attempts
- Collection procedures
- Applicable delivery terms and conditions
The delivery provider may contact you directly by phone call, SMS, WhatsApp, or other available communication methods regarding your delivery.
5. Delivery Delays
Delivery may occasionally be delayed due to circumstances including, but not limited to:
- High parcel volume
- Promotional periods
- Festive seasons
- Public holidays
- Weather conditions
- Floods or natural disasters
- Road or transportation disruptions
- Delivery provider operational issues
- Remote delivery locations
- Incorrect or incomplete delivery information
- Other circumstances beyond our reasonable control
We are unable to guarantee the exact arrival date once the parcel has been handed over to the delivery provider.
However, if there is an unusual delay, our customer service team will provide reasonable assistance in checking the delivery status with the relevant delivery provider.
6. Shipping Address
Customers are responsible for providing a complete and accurate shipping address, recipient name, and contact number when placing an order.
Please check your delivery information carefully before confirming your order.
If you notice an error in your shipping information, please contact us as soon as possible.
We will try to assist with changes before the parcel has been shipped, but changes cannot be guaranteed once the order has been processed or handed over to the delivery provider.
7. Incorrect or Incomplete Address
We are not responsible for delivery issues caused by incorrect or incomplete information provided by the customer.
If a parcel is returned to us because of:
- Incorrect address
- Incomplete address
- Invalid contact number
- Recipient not available
- Failure to respond to the delivery provider
- Failure to collect the parcel
- Refusal to accept the parcel
additional shipping or redelivery charges may be borne by the customer.
8. Failed Delivery Attempts
The number of delivery attempts is determined by the respective delivery provider.
If delivery is unsuccessful, the delivery provider may:
- Attempt another delivery
- Contact the recipient
- Request collection from a designated location
- Reschedule delivery
- Return the parcel to us
If a parcel is returned to us due to an unsuccessful delivery that is not caused by our error, additional shipping charges may apply if the customer requests redelivery.
9. Tracking Information
Tracking information will be provided once available.
Please allow some time for the tracking system to update after the parcel has been collected or scanned by the delivery provider.
Tracking updates are managed by the respective delivery provider and may not always appear immediately.
10. Delayed or Missing Parcel
A parcel will not automatically be considered lost simply because the estimated delivery date has passed.
If your parcel has not arrived within a reasonable period, please contact our customer service team.
We will assist in checking the parcel status and, where necessary, submit an investigation or claim with the relevant delivery provider.
11. Lost Parcel
If a parcel is suspected to be lost during delivery, an investigation may need to be conducted by the delivery provider.
Any applicable replacement or refund will be determined after reviewing:
- Tracking information
- Delivery provider investigation
- Proof of delivery, where applicable
- Other relevant information
Where the delivery provider officially confirms that the parcel has been lost in transit, we will provide the appropriate resolution, which may include a replacement or refund, subject to the circumstances of the case.
12. Damaged Parcel or Product
If your parcel or product arrives damaged, please contact us as soon as possible.
You may be required to provide:
- Order number
- Photos of the outer packaging
- Photos of the shipping label
- Photos or videos of the damaged item
- Unboxing video, where available
- Any other supporting evidence reasonably required for verification
Please keep the original packaging until the issue has been resolved.
13. Incorrect or Defective Items
If you receive a defective, damaged, or incorrect item due to our error, please contact us for assistance.
For approved cases caused by our error:
West Malaysia:
We will arrange free pickup or free return shipping for the affected item.
East Malaysia – Sabah & Sarawak:
We will review each case individually and provide the most suitable resolution based on the nature of the issue. This may include return arrangements, replacement, refund, partial refund, or another appropriate solution.
Please do not return any item without contacting us first.
14. Change of Delivery Address After Shipment
Once the parcel has been handed over to the delivery provider, we may not be able to change or redirect the delivery address.
Any address changes after shipment will be subject to the delivery provider's approval and procedures.
Additional charges may apply where applicable.
15. Shipping Fees
Shipping fees, where applicable, will be displayed during checkout.
Shipping fees may vary depending on:
- Delivery location
- Parcel size
- Parcel weight
- Delivery service
- Promotional offers