Here is a comprehensive Shipping Terms and Policy template tailored for an e-commerce platform or seller operating in Malaysia, heavily modeled after Star Hill Malaysia’s logistics framework.
SHIPPING TERMS & POLICY
1. Supported Logistics Channels
To ensure efficient delivery, we utilise an Automated Shipping Allocation System. The system dynamically assigns the most optimal courier partner for your order based on your delivery address, package dimensions, and courier availability.
Our current integrated logistics partners include:
• Standard Delivery (West & East Malaysia): SPX Express, Pos Laju, J&T Express, Ninja Van, and Flash Express.
• Sea Shipping (Cross-regional): Dedicated sea freight channels for heavy/bulky items moving between Peninsular (West) Malaysia and Sabah/Sarawak (East Malaysia).
Note: Buyers cannot manually select a specific courier for individual orders. Allocation is systematically decided upon checkout.
2. Shipping Rates & Calculations
• Weight-Based Pricing: Shipping fees are automatically calculated during checkout based on the actual weight or volumetric weight (whichever is higher) of the parcel, as well as the buyer's geographical zone.
• Zone Breakdown:
• Zone 1: Within Peninsular (West) Malaysia.
• Zone 2: Within East Malaysia (Sabah & Sarawak).
• Zone 3: Cross-border / Inter-island (West Malaysia to East Malaysia, or vice versa).
• Free Shipping Vouchers: If applicable, Free Shipping Vouchers must be applied at the checkout screen before making a payment. Terms and conditions (e.g., minimum spend thresholds or maximum weight caps) apply.
3. Order Processing & Delivery Timelines
• Days to Ship (DTS): Sellers are required to prepare and arrange shipment for orders within 2 working days (excluding Sundays and Public Holidays) from the date of payment confirmation.
• Pre-Order Items: Items listed as "Pre-Order" require a longer processing time, typically ranging from 7 to 30 working days, as clearly specified on the product page.
• Estimated Delivery Time (Upon Courier Handover):
• West Malaysia to West Malaysia: 1 – 3 working days.
• West Malaysia to East Malaysia (Air Freight): 3 – 7 working days.
• West Malaysia to East Malaysia (Sea Shipping): 14 – 21 working days.
4. Parcel Tracking
Once the order is packed and the courier has scanned the Air Waybill (AWB), a unique Tracking Number will be updated in the system. Buyers can track the real-time movement of their parcels directly via the app's Order Details page or the assigned courier’s official tracking portal.
5. Non-Delivery, Damaged, or Missing Parcels
• Buyer Guarantee: Payment is held securely and will only be released to the seller once the buyer confirms receipt of the item, or when the system's automated log timeframe expires.
• Failed Delivery Attempts: Couriers will attempt delivery up to three (3) times. If the buyer is unreachable or fails to collect the parcel from the local hub within the stipulated timeframe, the parcel will be marked as "Return to Sender" (RTS).
• Refund Requests: If a parcel is lost in transit, damaged upon arrival, or has missing items, the buyer must file a Return/Refund Request via the platform before clicking "Order Received". Photographic or video evidence of the packaging and damage is strictly required.
