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Terms of Logistics & Shipping Policy
1. Shipping Area & Fees
We currently provide delivery services within Malaysia only.
All orders enjoy free shipping, unless otherwise stated on the product page.
2. Order Processing Time
After an order is successfully placed and confirmed, we will process and arrange shipment based on the order sequence.
The standard processing time is approximately 1–3 business days.
Orders may be shipped on weekdays, weekends, and public holidays, depending on courier availability. Specific delivery time slots cannot be guaranteed.
3. Estimated Delivery Time
Under normal circumstances, orders will arrive within 7–10 business days after shipment.
Actual delivery time may vary depending on destination, weather conditions, and courier operations.
4. Delivery & Signing Instructions
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Please ensure that the delivery address and contact phone number provided at checkout are accurate and reachable.
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Upon receiving the package, please inspect the outer packaging immediately:
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Check whether the packaging is intact
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Verify that the product type and quantity match your order
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Confirm that all listed items are included
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If the outer package is damaged, opened, or tampered with, you have the right to refuse delivery.
If the outer package is intact but you discover missing items or defects after opening, please contact our customer service immediately and keep the packaging and items in their original condition.
If you are unable to receive the package personally, you may authorize another person at the delivery address to sign on your behalf. Couriers are only responsible for delivery to the specified address and cannot guarantee delivery to a specific individual.
Once an order is confirmed, address and contact details cannot be modified for security reasons. Please double-check your information before submitting the order.
5. Undeliverable Orders
If an order cannot be delivered due to incomplete or incorrect information, the courier will hold the package for up to 5 days.
We will notify you via email. Please respond promptly or contact customer service.
If no response is received within 5 days, the order will be returned to the warehouse and a refund will be arranged. We appreciate your understanding.
6. Return & Refund Policy
a) If the product you received is defective or damaged, you may request a full refund or replacement.
b) Return and refund conditions are subject to the product page details and checkout information.
c) Returned items must include all original products, accessories, gifts, packaging, and documents.
If applicable, invoices or required documents must also be returned. Otherwise, the return or refund request may be rejected.
d) You understand and agree that when processing returns, refunds, or order cancellations, we may handle required documents (such as invoices or credit notes) on your behalf in accordance with applicable regulations.
7. Frequently Asked Questions (FAQ)
Q1: Can I choose a specific delivery time?
A1: Delivery time depends on the courier service. Specific time-slot delivery is generally not supported.
Q2: How can I file a complaint about the courier?
A2: Please contact the courier company listed in your order’s shipping information or reach out to our customer service for assistance.
Q3: How long does delivery usually take?
A3: Most orders are delivered within 7–10 business days after shipment.
Q4: What should I check when signing for my order?
A4: Ensure the outer packaging is intact. You may refuse delivery if the package is damaged.
Q5: Do I need to show identification when receiving the package?
A5: No. Couriers deliver to the specified address, and anyone at that address may sign for the package.
Q6: What if someone else signed for my order?
A6: Please contact the courier company listed in your shipping details for confirmation.
Q7: How can I track my order?
A7: Please refer to the tracking information provided in your order confirmation and use the courier’s official tracking system.
8. Customer Support
If you have any questions regarding shipping, delivery, returns, or refunds, please contact us:
📧 Customer Service Email:
service@goeushop.com
Our customer support team will respond as soon as possible.