At Syarikat Perniagaan Tuguan Sdn Bhd, we aim to process and deliver your stationery and office-supply orders as efficiently as possible.

This Shipping Policy explains our order processing, delivery arrangements, shipping charges and responsibilities for orders placed through our website.

1. Shipping Coverage

We currently provide delivery services to locations within Malaysia, subject to courier availability and service coverage.

Delivery availability may vary depending on the destination, including remote areas, islands and locations that are subject to courier restrictions.

If a delivery location is not supported by our available courier services, we will contact the customer where reasonably possible to discuss the available options.

2. Order Processing Time

Orders are generally processed after successful payment has been received and verified.

Our usual processing time is:

1–2 business days

During busy periods, promotional campaigns, public holidays or periods of unusually high order volume, processing may take longer.

Orders placed on weekends or public holidays may only be processed on the next business day.

Processing time refers to the time required for us to prepare and hand over your order to the courier. It does not include the courier delivery period.

3. Estimated Delivery Time

After an order has been handed over to the courier, estimated delivery times are generally:

These are estimated delivery times only and are not guaranteed.

Actual delivery time depends on the courier, destination, weather, traffic, public holidays, peak periods and other circumstances beyond our control.

4. Shipping Charges

Shipping charges are calculated and displayed during checkout where applicable.

The shipping fee may depend on factors such as:

• Delivery location

• Parcel weight

• Parcel dimensions

• Number of items

• Courier service selected

• Shipping promotions

For large or bulk orders, shipping arrangements may be quoted separately.

5. Courier Service

We may use different courier or logistics companies depending on the destination, parcel size, weight, service availability and shipping arrangements.

The available courier options may change from time to time.

Once the parcel has been handed over to the courier, the delivery is managed by the relevant courier company.

6. Tracking Information

Where tracking is available, we will provide the relevant tracking information through the order system or other available communication channels.

Customers can use the tracking information to monitor the delivery status of their parcel.

Please allow some time for tracking information to appear after the parcel has been collected by the courier.

7. Delivery Delays

We will make reasonable efforts to process orders promptly.

However, we do not guarantee a specific delivery date or arrival time.

Delivery may be delayed due to circumstances including:

• Courier operational delays

• High parcel volumes

• Sales campaigns

• Public holidays

• Weather conditions

• Flooding

• Traffic conditions

• Remote-area delivery

• Incorrect or incomplete delivery information

• Courier collection delays

• Sorting-centre delays

• Transportation disruptions

• Customs or regulatory procedures where applicable

• Other circumstances beyond our reasonable control

We are not responsible for courier delays that occur after the parcel has been handed over to the courier.

If your parcel appears to be significantly delayed, please contact us and we will assist where reasonably possible.

8. Incorrect or Incomplete Delivery Address

Customers are responsible for providing an accurate and complete delivery address.

Please check the following before completing your order:

• Recipient name

• House / unit number

• Street name

• Area

• Postcode

• City

• State

• Contact number

If an order has not yet been shipped, contact us immediately if you need to correct your delivery information.

Once an order has been shipped, we may be unable to change the delivery address.

If a parcel is returned to us because of an incorrect or incomplete address, additional shipping charges may apply if the customer requests the parcel to be resent.

9. Failed Delivery

If the courier is unable to deliver your parcel due to circumstances such as:

• Recipient unavailable

• Incorrect address

• Incorrect phone number

• Refusal to accept the parcel

• Inability to contact the recipient

• Failure to collect a parcel from a collection point

the courier may return the parcel to us.

If the customer requests redelivery, additional shipping charges may apply.

10. Damaged Parcels

Customers should inspect the parcel when it is delivered.

If the parcel appears visibly damaged, please take clear photographs of:

• The outer packaging

• Shipping label

• Damaged areas

• Products inside the parcel

Please contact us as soon as possible.

Do not discard the packaging until the issue has been resolved, as it may be required for investigation or a courier claim.

11. Missing or Wrong Items

If you receive an order with missing or incorrect items, please contact us as soon as possible.

To help us investigate, we may request:

• Order number

• Photographs of the parcel

• Shipping label

• Products received

• Packaging

• Video evidence, where appropriate

We will investigate the issue and provide an appropriate solution in accordance with our Return & Refund Policy.

12. Split Shipments

For certain orders, products may be shipped separately depending on:

• Stock availability

• Warehouse location

• Product size

• Product weight

• Courier requirements

• Order fulfilment arrangements

If your order is shipped in multiple parcels, you may receive more than one tracking number.

13. Bulk and Wholesale Orders

For large, school, office, corporate, reseller or wholesale orders, shipping arrangements may differ from standard retail orders.

Depending on the order size, we may arrange:

• Special courier service

• Freight delivery

• Multiple parcels

• Pallet delivery

• Separate delivery quotation

• Customer-arranged collection

Shipping charges and delivery arrangements for such orders will be confirmed separately where applicable.

14. Self-Collection

If self-collection is available for a particular order, the customer must wait for confirmation that the order is ready before visiting our premises.

Customers should bring the relevant order details or identification requested by us.

Self-collection availability and operating hours may vary.

15. Public Holidays and Peak Periods

Delivery and processing may take longer during:

• Public holidays

• Festive seasons

• Major online shopping campaigns

• School-opening periods

• Year-end periods

• Courier peak seasons

• Unexpected operational disruptions

Customers are encouraged to place orders early if products are required for a specific event, school opening, business operation or deadline.

16. Urgent Orders

If you require an item urgently, please contact us before placing your order to check stock availability and possible delivery options.

We may be able to recommend an available shipping method, but we cannot guarantee that a courier will deliver by a particular date unless we have expressly confirmed such an arrangement in writing.

17. Delivery Date Disclaimer

Any delivery date or delivery timeframe shown on our website, checkout page, order confirmation or customer communication is an estimate unless expressly stated as guaranteed.

We cannot guarantee delivery by a specific date because the final delivery process is controlled by the relevant courier or logistics provider.

Customers who require products for a fixed date should place their orders sufficiently early to allow for possible processing and courier delays.

Important Notice: Delivery times in this policy are estimates and should be adjusted according to the actual courier services and shipping options offered by your Shopify store. Before publishing, replace the placeholders and make sure the stated processing times, delivery areas and shipping charges match your actual operations.