SHIPPING POLICY
SHIPMENT OF ORDER
Order processing includes (but not limited to) documentation of the order, accounting, sort and packing the goods and appointment of courier service.
Order processing usually takes 1-2 business day and shipping is done from Monday through Friday; 8.00 AM to 3.00 PM (Malaysia time) excluding Holiday. Any order placed after 3.00 PM cut-off time will be processed the next business day (except for local pick up).
Packing of the goods shall be as per instructed or offered by the courier service. We do not accept personalized packing e.g.: gift wrapping.
Upon shipment of the order, an Order Fulfilment Notice containing the tracking number will be issued to you via email.
LOCAL PICKUP
Local pick up herein refer to services that we provide for customer that had choose to collect the purchased goods at our designated location.
Our designated location and schedule for local pick up is as the following;
Cotton Candies Enterprise
No 83, Pinggir Zaaba, TTDI
60000 Kuala Lumpur.
Tuesday to Sunday
7.00 AM to 01.00 PM
We reserve the right to change the pick up location with 1 day advance notice to you.
We do not charge handling fee for warehousing your purchased goods but they must be collected within 7 days of Order Fulfilment Notice. We shall not be held responsible for any loss or damage after the said period.
COURIER SERVICE
Our preferred courier service is Pos Laju for domestic shipping and Pos Malaysia for international shipping. Detail of product we use is available below;
Courier Service | Product (Click for detail) | Shipping Location |
|---|---|---|
| Pos Laju | Pos Laju Domestic - Next Day Delivery | Domestic (Peninsular Malaysia, Sabah and Sarawak) |
| Pos Malaysia | International Small Packet | Brunei and Singapore |
We reserve the right to choose which courier service to use to ship your order and we do not accept request from customer on the matter. We will notify you via email on the changes and the cost variation if payment had been made.
We normally commit to use our preferred courier but under certain circumstances should we decide or had to use other courier, it will be of equivalent product in term of cost and delivery time with the former take precedence.
Tracking ability and insurance is offered by our preferred courier. Other alternative courier service appoint by us shall also comply to this.
Method of shipping (by air, surface, etc.) subject to the courier service and their product.
DELIVERY TIME
Delivery time offered by our preferred courier mentioned above is 2-3 business days for domestic and 4-10 business days for international. This however depends on the courier service itself and as we have no control whatsoever on the matter; we provide no guarantee on their compliance to it.
Due to the above clause, please assume additional 1 business day for domestic delivery and 5 business days for international delivery. This shall applicable to other alternative courier service appointed by us.
If you did not received your purchase within the delivery time specified above, please contact us at [email protected].
SHIPPING COST
Shipping cost of purchased product is to borne by the customer. Product marked with free shipping will be borne by us.
The shipping cost is calculated based on delivery location and weight of the goods purchased. The rate used is subject to courier service.
We do not charge handling fees for warehousing and packing the goods. Handling fees charged by the courier is still applicable and included in total shipping cost.
Insurance and tracking ability is compulsory and the cost will be included in the total shipping cost.
The following is the rate for domestic shipping using Pos Laju. For international shipping please refer here.
| Weight | Within Peninsular Malaysia (Zone 2) | Peninsular Malaysia to Sabah (Zone 4) | Peninsular Malaysia to Sarawak (Zone 5) |
|---|---|---|---|
| 500g and below | RM 5.40 | RM 7.40 | RM 7.90 |
| Subsequent 250g | RM 1.00 | RM 1.50 | RM 2.00 |
| 2.001kg to 2.5kg | RM 16.00 | RM 26.00 | RM 31.00 |
| Subsequent 500g | RM 2.00 | RM 3.50 | RM 4.00 |
The shipping cost listed in here and used in our website was obtained from our preferred courier. You can verify the rate via their website; https://www.poslaju.com.my/services/#?id=10
Please note that the courier will or may charge you additional 10% for handling fees and 15% for fuel surcharge. This cost to be included in the total shipping cost imposed to you.
Due to limitation of our website's shipping calculation and weight limit imposed by the courier, our order limit through this website is at 20kg. If you plan to purchase more than 20kg, in bulk or wholesale, kindly log in to our wholesale site or contact us at [email protected] for better offer on shipping.
The shipping cost imposed to you after 20kg limit is no longer as per our preferred courier cost but our own estimation using several equivalent courier services, imposed to you in form of advance payment at checkout point. We will manually select the most suitable courier for your order and any cost variation will be refunded/charged to you.
TRACKING AND FOLLOWING UP SHIPMENT
Once the package has been shipped and/or upon receiving Order Fulfilment Notice from us, you will be responsible for tracking the shipment and following up with the courier on the package. Please allow 1 business days for the courier to update their system.
Should there is a problem pertaining the package, please contact us at [email protected]. See also our Return and Refund Policy.
Similarly, if we, as the sender receive any information pertaining the shipment from the courier, we will inform you immediately via email.
Last Updated : 18th August 2018