1. Orders
We only process orders that have been successfully paid for, and we only process orders for delivery on business days (Monday to Friday, excluding Public Holidays). Orders placed after 2 pm will be processed on the next working day (Monday-Friday). We utilize EasyParcel as our preferred online platform for managing shipments. For your convenience, we have selected J&T and Pigeon as our courier partners to ensure reliable and efficient delivery services.For most orders, delivery is expected within 24 hours, except for those requiring adjustments.
2. Delivery Charges
At Mask Family Online Store, customer satisfaction is our top priority. We’re thrilled to offer free shipping for purchases within Peninsular Malaysia. However, for orders to Sabah & Sarawak, where delivery costs are higher, we do charge shipping fees. To ease the burden, we cover half of the shipping fees for these areas. We’ve partnered with Flash Express as our courier. You can find our shipping rate table for more details. Our goal is to ensure a seamless and enjoyable shopping experience with transparent pricing and hassle-free delivery.
3. Delivery Coverage Areas
We only deliver to addresses in Malaysia. We do not deliver to PO Box addresses or ship internationally.
4. Failed Delivery
If we are unable to deliver to the address you provided, we will make a second attempt at the specified delivery address. However, if both the first and second delivery attempts are unsuccessful, we regret to inform you that your package will be returned to Mask Family Malaysia and your order will be canceled
5. Change of Shipping address
It is important that you double-check the accuracy of your shipping address prior to placing your order. Please note that we cannot guarantee our ability to modify the shipping address after your order has been submitted. Thank you for your attention to this matter
6. Peak Sale Period
During times of high sales or promotional activity such as 11.11, we may experience a significant increase in online orders which could impact our ability to fulfill 24hrs deliveries. Rest assured, we will notify you of any product availability issues that may arise when you place your order.
For deliveries within West Malaysia, please allow an additional 3-5 working days for your order to arrive. Deliveries to Sabah may take an additional 5-7 working days. Thank you for your patience and understanding.
7. Delivery policy
Our delivery policy at Mask Family Malaysia states that we are only able to deliver orders to street addresses located within Malaysia. We regret to inform you that we are unable to ship to PO Box addresses or international destinations.
When your order is delivered, our personnel will request your signature to confirm receipt of the products. We kindly ask that you carefully inspect the product/products for any visible faults, defects, or damage before signing for receipt of the products. Thank you for your cooperation.