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In order to provide the best assurance to our customers, we had prepared a structured compensation terms including parcel lost, parcel swapped, incorrect delivery etc. We are continuing improve ourselves to provide you a pleasant shipping experience, which has always been our aim.
Referring to the issue of missing parcel, please contact customer service in 48 hours with supporting documents, weighing details and the photo after receival. The investigation process requiring 5 working days to track the missing parcel, either left in warehouse or stealing issue.
If the missing parcel is found in our warehouse, we would deliver it back to you as soon as possible. If the missing parcel is not found, we would offer compensation according to the cost of item with a maximum compensation up to RM250.
If there is parcel lost in the middle of delivery by courier company, please contact customer service within 48 hours once the issue is identified. It is usually identified when there is no update of delivery status for more than 3 days after the parcel has landed in Malaysia or after clearance.
If the missing parcel is found , we would deliver it back to you as soon as possible. If the missing parcel is not found, we would offer compensation according to the cost of item or three times the cost of shipping, whichever is lower, with a maximum compensation up to RM250.
The investigation process requiring 15 working days to track the missing parcel. The time extension is usually due to the involvement of multiple parties such as international airline, multiple countries clearance department and local courier service.
If the missing parcel is not found, we would offer compensation within 3 days, our financial department will update and deal with the compensation issue every Friday.
If there is parcel swapped or incorrect address, we will take the responsible to get back the parcel and deliver to the correct address without extra charges. As the occurrence of this issue is very low, we will not provide any compensation.
Usually, the parcel would be dispatched on the day of payment completion. If the payment is made after 7pm, the parcel would be dispatched on the next day. Delayed shipment during non-working day or public holiday is excluded in this discussion. Compensation of shipment delay is not covered in the event of clearance inspection, airline delay, courier delay, bad weather, natural disaster or promotion peak season. If there is issue of delayed shipment, we will inform the customers immediately.
Shipping Order which have not processed for packing within 3 working days required immediate action by customer to inform our customer service team. Compensation given to delay shipment is covered only for paid shipment and yet dispatched to destination address.
After payment，if there is no dispatch within 3 working days，compensation for 10% shipping fee；delayed for 7 working days，compensation for 20% shipping fee；delayed for 14 working days，compensation for 50% shipping fee； delayed for 30 working days，compensation for 100% shipping fee
If you would like to make a changes to your shipping order, we require at least 1 working day to get it done. Please contact customer service for shipping order modification and extra RM3 will be charged as processing fee.
If there is any delayed in shipment due to shipping order modification is excluded as delayed shipment issue. We will make immediate notification once the modification is done and by then, the shipping duration will be recalculated.
If sensitive goods is incorrectly placed in the normal goods channel causes failed clearance, detention or confiscation, users are required to bear the cost of clearance for sensitive goods. The confiscated item is not redeemable. If the parcel is confiscated, we will not answer for any loss, and the shipping fee will not be return. Our company will not take any responsible regarding the cost and clearance issue caused by the incorrect use of channel.
Should you have any confusion in choosing the appropriate channel, please contact our customer service.
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