Shipping Terms & Conditions

  1. Please ensure to pack the goods according to their characteristics. The outer packaging of the goods handed over to our company must include a marking. Our company will not be responsible for any loss or damage, delays in shipment, routing errors resulting in transfer fees, etc., due to the absence of a marking. Warehouses will refuse to accept the goods without a marking. Each marking defaults to one shipping address. Any costs incurred due to delivery errors caused by using the same mark for different shipping addresses will be borne by the customer.

  2. Customers must request sellers to deliver goods in well-packaged condition to prevent any damage during transportation. Regarding any damaged goods found upon arrival at our warehouse, our company will not assume any responsibility.

  3. For general sensitive goods, an additional RM30/CBM is charged on top of the regular shipping fee. This includes items such as food products, counterfeit goods, powders, cosmetics, epidemic prevention supplies, health products, pesticides, fertilizers, liquids, tyres, gaming consoles, adult products, etc.

  4. For extremely sensitive goods, an additional RM60/CBM is charged on top of the regular shipping fee, and communication with customer service is required for confirmation before shipment. This category includes items such as motorcycles, beach buggies, tricycles, etc.

  5. If sensitive and regular goods are mixed on the same shipment, the entire shipment will be charged as sensitive goods.

  6. Our company cannot ship if the dimensions of the packaged goods exceed a length of 10 meters, a height of 2.2 meters, and a width of 2 meters.

  7. The height of the goods must not exceed 2.2 meters, and the length of any single side must not exceed 5 meters. Oversized or overlong goods cannot be delivered and must either be self-collected from our warehouse in Malaysia or delivered via renting the whole transport. 

  8. The related expenses incurred due to single items exceeding 1000KG or when forklift handling is not feasible at the China and Malaysia warehouses are to be borne by the customer. In cases where manual unloading is not feasible at the customer’s location, the customer must arrange unloading tools themselves, and all expenses arising from this are the customer’s responsibility.

  9. Items such as tobacco, alcohol, pharmaceuticals, adult content DVDs, mobile phones, hydraulic products, and jewelry, as well as flammable and explosive materials such as fireworks, batteries, and other prohibited items as stipulated by customs, will be refused. Any losses or liabilities incurred due to misrepresentation or omission of cargo information resulting in clearance issues are the responsibility of the customer.

  10. Fragile, easily torn (including large-area stone products countertops, wooden products, bathtubs, LCD screens, etc.), deformable goods, and large electrical appliances and equipment are generally not accepted for carriage by our company. However, if the customer reinforces the packaging, we may accept carriage responsibility. While fragile items can be palletized, we do not guarantee that they will not be damaged during shipment, and we disclaim responsibility for any damage that may occur during transit.

  11. Loss during the shipment process (from China warehouse to delivery to the customer), compensation will be provided at a maximum of three times the shipping fee of the lost items. (Shipping fees are non-refundable if the goods reached and lost at the destination port). All complaints regarding shortages or incorrect deliveries must be reported to our company within 24 hours of receiving the goods, accompanied by relevant evidence such as external packaging pictures and weight records. Disputes made after this deadline will not be entertained. (For details on the dispute process, please refer to the “Dispute Procedure”). For sensitive goods that are confiscated during the shipment process, compensation will be provided at a maximum of three times the shipping fee of the confiscated items.

  12. For sea freight, compensation for lost goods is calculated at three times the shipping fee without an upper limit. However, we do not accept liability for any indirect losses such as potential gains, actual usage, business opportunities, and similar consequential damages, or any indirect losses caused by delays in delivery.

  13. Delivery in Malaysia entails delivering the goods to the designated location at the customer’s doorstep. Goods will not be taken inside homes or delivered upstairs. For commercial malls, deliveries can only be made to designated unloading areas within the premises.

  14. Our company does not assume any responsibility for changes in the nature of the goods during transit.

  15. If delays, cancellations, or clearance postponements occur due to unpredictable factors such as weather conditions, vessel or vehicle breakdowns, government directives, stringent customs inspections, war, strikes, etc., our company does not assume any economic or legal liability arising from these circumstances.
  16. A storage fee will be charged if payment for your order is not received within 10 days after the ETA provided in our IZYIM system. The fee is calculated as Days x RM3 x per cubic meter (CBM). **Note: Customers are responsible for bearing the storage fee in case of a delay request in delivery. The calculation of the storage fee varies based on the circumstances. For more information, please reach out to our customer service.
  17. If the container is opened and inspected by customs, some packages might face the risk of being opened and subject to sample inspection. Our company is not responsible for any losses caused by this. Please be informed.

Claims Process Guidelines

  1. Upon receipt of the package, please refrain from immediately opening it. Instead, place the package on a scale, weigh it to determine the weight of the package just received, and take a photograph for record-keeping purposes. If there is a discrepancy between the weighed weight and the weight stated on the waybill, please have the delivery personnel sign as a witness.
  2. In the presence of the courier, inspect the external packaging of the parcel for significant damage, then proceed to open the parcel and count the number of items inside. If there is any significant damage to the external packaging, please immediately take a photograph. If the contents of the parcel do not match the items you ordered or if any items are missing, you should either refuse to accept the parcel or note the number of damaged boxes, the names and quantities of missing items on the delivery order (DO), and ask the courier to sign as a witness. Subsequently, please contact us within 24 hours.
  3. To file a claim, the following documents are required, all of which are mandatory:
  • Delivery Order, known as DO
  • In case of damaged external packaging but the correct number of items received with missing contents, it is necessary to provide photographs of the external packaging at the time of receipt. If only photographs of the unpacked items are provided, our company will not process the claim.
  • Packing list or purchase invoice.