Legal

Shipping Policy

Where we deliver, how long it takes, what it costs, how prescription items are released, and how we handle medicines that need to stay cold.

1. Where we deliver

We deliver throughout Peninsular Malaysia and East Malaysia (Sabah, Sarawak and Labuan). We do not ship outside Malaysia.

Some products cannot be sent to every destination. Cold-chain items and certain regulated products are restricted to routes where we can guarantee transit conditions; if that affects your order we will contact you before dispatch.

2. Order processing

• Orders placed and paid for before 12:00pm on a business day are normally processed the same day.
• Orders placed after the cut-off, or on a weekend or public holiday, are processed on the next business day.
• Business days are Monday to Friday, excluding Selangor and national public holidays.
• Orders containing a prescription item are processed only after a registered pharmacist has verified the prescription — see section 6.
• Payment must be cleared before dispatch. Approved trade accounts on credit terms are dispatched against the account.

3. Delivery times

These are estimates from the date of dispatch, not from the date you order:

Estimates are not guarantees. Peak periods, festive seasons and weather can extend transit times.

4. Delivery charges

Delivery is charged by destination, order weight and the type of packing required. The exact charge for your order is calculated and shown at checkout before you pay — there are no charges added afterwards.

Orders requiring insulated cold-chain packing may carry a higher delivery charge, which is included in the amount shown at checkout. Delivery terms for approved trade accounts are set out in your account agreement and may differ from the rates shown on the public site.

5. Cold-chain items

Products that must stay refrigerated are packed in insulated boxes with gel packs and dispatched early in the week so they do not sit in transit over a weekend. For these orders:

• Somebody must be available to receive the parcel — we cannot leave it at the door or with a neighbour.
• Please refrigerate the contents immediately on arrival.
• If the gel packs have completely thawed and the contents are warm when they reach you, do not use the product. Photograph it and contact us within 48 hours under our Refund & Return Policy and we will replace or refund it.
• If a cold-chain delivery fails because nobody was available to receive it, the product may no longer be safe to supply and a redelivery charge may apply.

6. Prescription medicines and e-prescriptions

Prescription-only medicines and scheduled poisons are not sold through open online checkout. They are supplied only against a valid prescription, which may be either:

• a prescription issued by our registered medical practitioner following a teleconsultation with you; or
• a valid prescription from your own doctor, which you present or upload to us.

In both cases the prescription is reviewed and dispensed by our registered pharmacist before the order is released for dispatch. This adds a step before your order ships, and the pharmacist may contact you first if anything needs clarifying.

A teleconsultation is a clinical service, not a guaranteed prescription. The doctor may decide on clinical grounds not to prescribe, or to prescribe something different from what you expected. Where an item cannot be supplied, we remove it from the order and refund it — see our Refund & Return Policy for how consultation fees are treated.

We do not issue medical certificates online.

7. Tracking your order

We will send you a tracking number by email or WhatsApp once your order is dispatched. Tracking can take up to 24 hours to become active on the courier's system after we hand the parcel over. Parcels are packed so that the contents are not identifiable from the outside.

8. Failed or incorrect deliveries

• Please make sure your delivery address and phone number are complete and correct — couriers cannot deliver to an incomplete address.
• If a delivery fails and the parcel is returned to us, we will contact you to arrange redelivery. A redelivery charge may apply where the failure was not our fault.
• If your parcel is marked delivered but you have not received it, tell us within 48 hours and we will trace it with the courier.

9. Delays outside our control

We are not liable for delays caused by courier disruption, weather, flooding, road closures, customs or inspection holds, public holidays, or other events beyond our reasonable control. We will keep you informed and, where a delay makes the order pointless, we will cancel and refund it.

10. Trade and wholesale deliveries

Approved trade accounts may be served by our own delivery fleet against a signed Delivery Order, on a schedule agreed with your account manager. Shortages, damages and discrepancies should be recorded on the Delivery Order at the point of receipt. Minimum order quantities and carton multiples apply to certain lines and are shown on the product page or confirmed by your account manager.