Details
Last updated: 2026-06-251) Order processing
- Processing time: Orders are normally prepared within 1-2 business days after payment is confirmed.
- Dispatch days: Orders are processed on business days. Weekend and public holiday orders are handled on the next working day.
- Address changes: Contact us as soon as possible if you need to change an address. Once a parcel is dispatched, courier changes may no longer be possible.
2) Delivery timeline
Delivery estimates start after courier pickup, not from the time the order is placed.
| Service area | Estimated delivery | Notes |
|---|---|---|
| Same-day courier service | Same day after pickup | Available only where the courier accepts same-day delivery. |
| Peninsular regular service areas | Next day after pickup | Based on GDEX domestic next-day delivery timing for regular service areas. |
| Peninsular to East Malaysia, or East Malaysia to Peninsular | 1-3 working days after pickup | Additional courier surcharge may apply for cross-region shipments. |
| Remote or extended areas | Usually longer than regular service areas | Courier coverage, flight capacity, weather, or local delivery attempts may affect timing. |
| International orders | Confirmed before dispatch | Timing depends on destination, courier route, and customs clearance. |
Delivery estimates are not guarantees. Courier cutoff time, peak periods, failed delivery attempts, weather, and customs clearance can affect the final delivery date.
3) Shipping fees
- Shipping cost: Calculated from destination, parcel weight, parcel size, and courier availability.
- Cross-region surcharge: Additional courier surcharge may apply for Peninsular Malaysia and East Malaysia shipments.
- International fees: International delivery fees, duties, taxes, and customs charges are quoted or confirmed separately before dispatch.
- Free shipping: If a free shipping promotion is active, eligible regions and minimum order value will be shown at checkout.
- Failed delivery / re-delivery: Additional fees may apply if the courier returns the parcel due to incorrect address or unavailability.
4) Tracking
- Tracking number: Added to your order once the parcel is dispatched.
- Tracking updates: Courier systems may take several hours to show the first scan after pickup.
- Multiple parcels: Large orders may ship in multiple packages with separate tracking numbers.
5) International shipping & customs
- Availability: International shipping is available only for destinations we can serve reliably.
- Duties / taxes: Import duties, taxes, and customs fees are the customer's responsibility unless stated otherwise.
- Customs delays: Customs inspection may delay delivery.
- Address format: Please ensure your full address and phone number are correct for customs clearance.
6) Shipping issues
- Damaged items: Contact us within 48 hours of delivery with photos of the parcel and product.
- Lost parcels: If tracking shows no movement for an unusual period, contact us and we will assist with a courier investigation.
- Wrong address: Customers are responsible for providing a correct shipping address. Additional fees may apply for re-delivery.
Please keep the parcel packaging until the issue is resolved.
7) Contact
If you have any questions about shipping, contact us at:
Email: [email protected]
Business hours: Monday-Friday, 10:00-18:00 (GMT+8)