SHIPPING & DELIVERY POLICY

GENERAL INFORMATION
1. Paper bags are not included in all online purchases.

2. The daily cut-off time for order processing will be 11:00 am (UTC+8).

3. Orders placed on Friday until Sunday will only be processed the following Monday and will be delivered on Tuesday, excluding public holidays.

4. You will not be able to appoint your preferred courier company when you are entitled for Free Shipping.

5. We are only able to deliver to one delivery address per order.
If you would like to deliver to multiple addresses, please place your order separately for each unique address.

6. If your order consists of both ready stock and pre-order item, we will perform a one-off delivery upon the arrival of your pre-order item.

7. Delayed delivery is not a basis for cancellation of the order or a request for compensation. 
SAIME TRADING (M) SDN BHD shall not be held responsible for any delay in shipment by the appointed delivery service providers.

8. SAIME TRADING (M) SDN BHD reserves the right to change the shipment method according to the delivery location and weight of the goods.

9. Although the appointed delivery service company delivery to most places, some areas require longer delivery time due to inconsistent demand and sometimes lack of road infrastructure.

10. Reason causing the parcel to be rejected / returned due to undelivered / wrong address or contact number or delivery not attended, additional shipping costs for re-sending the parcel will be bear by customer.

11. During peak seasons, there may be some delay in shipping.
Please bear with us as we could not fulfil the 2 business days delivery promised due to large volume of orders, transaction and availability issues.

12. All items are being inspected carefully prior dispatch.
If product arrives damaged, please contact us immediately within 7 days, we will be responsible for any damages whatsoever.

13. We are not responsible for parcel lost in transit due to any mishap by third party delivery partner assigned by SAIME TRADING (M) SDN BHD. However, we will assist to follow-up on the claims procedure for maximum claim recovery.

14. You may contact courier service if you are not receiving your parcel within estimated duration.

Under the case where the issue have not resolved, kindly email us at¬†[email protected]¬†and we are happy to assist you with that.

MALAYSIA SHIPPING
1. For Malaysia orders will be mailed out by using PosLaju, DHL or Collect-Co.
For other courier service upon request, extra charges incurred will be borne by customer.

2. Delivery time will be 2 ‚Äď 5 business days.

* Collect-Co currently available for Peninsular Malaysia only.
* Business days exclude weekends and public holidays observed in the country.
* Shipping delays may occur if state holidays are being observed in the country.

INTERNATIONAL SHIPPING INFO
For international shipping info, Kindly check on here!

SHIPPING INSURANCE
Customers are responsible for any additional costs that is not covered by the basic insurance coverage for their lost or damaged parcel.
If your item value is more than the basic coverage amount by the courier company, you have the option to purchase additional insurance coverage for your parcel.

We are not responsible for parcel lost in transit due to any mishap by third party delivery partner assigned by SAIME TRADING (M) SDN BHD. However, we will assist to follow-up on the claims procedure for maximum claim recovery.

SELF COLLECT – COLLECTCO
You can choose to collect your parcels at your nearest cafe, pharmacy and more!

How to place an order using Collect-Co:

  1. Shop as usual and select ‚ÄúCollect-Co‚ÄĚ on the ‘Check-out’ page.
  2. Select your nearest location from the list provided.  
  3. Complete checkout and payment as usual.
  4. You will be notified when the parcel is  being shipped out and when it has arrives at your selected location.
  5. Collect your parcel from your selected location. Bring along the email / SMS notification. Your parcel will be held for 7 days upon arrival.

FREQUENTLY ASKED QUESTION

1. Where are the Collect-Co pick-up locations?
You may check the locations here.

2. How will I be notified of my parcel arrival?
Once the parcel has arrived at the collection centre, Collect-Co will send an e-mail or SMS to notify you. In order to collect the parcel, you will need to show the email/SMS to storekeeper, or recipient’s proof of ID (IC or driver‚Äôs license).

3. How long does it take for parcel to arrive by using Collect-Co? 
It will takes 3 working days for Peninsular Malaysia.

4. How can I track my parcel?
You can track your parcel here. Simply enter your tracking code, and a delivery status will be shown to you.

5. Can a friend or relative pick up a parcel for me?
Yes you can. They will need the recipient’s proof of ID or verification code, which will be sent to you via email/SMS.

6. How long will Collectco store my parcel?
Parcel recipients have a week (7 days – inclusive of weekends) to collect parcels before Collectco returns to its sender.

7. What if the parcel recipient does not collect the parcel after 7 days?
After 7 days, Collectco will notify us on the overdue parcels. Customer will be required to make payment for the shipment back to us.

 

FREQUENTLY ASKED QUESTION
1. Is the postage included in the price?

All the prices listed in our website are NOT inclusive of postage. Shipping charges will be calculated automatically when you checkout based on your total amount and your shipping country.

2. Where can I find my tracking number?
You will receive an automated SMS / email with your tracking number after we have ready-to-ship your parcel from our warehouse before 1pm of the day. Please allow 12 Р24 hours after you receive the delivery confirmation message for the system to reflect the status of your order delivery. You can track your parcel here. Simply enter your tracking code, and a delivery status will be shown to you.

3. Can I collect the parcel by myself?
Yes. You can choose from any of the 700+ Collect-Co pick-up points.

4. Can I deliver goods out of Malaysia?
Yes. If your country is not stated at International Shipping section, please email to¬†[email protected] and we will work out the postage for you manually.

5. How long will my parcel take to reach me after being mailed out? 
Your order will be processed up to 2 business days to be ready for delivery.
For Malaysia orders, the delivery time will be 2 – 5 business days.
For International orders, the delivery time will be 2 – 6 business days (Express delivery) and 5 – 12 business days (Economy delivery).

However, delivery may take slightly longer than usual lead time during peak sales/festival periods, due to heavy surges in online orders and courier partner handling capacity. We will make announcement in advance for relevant circumstances.