Shipping policy

Shipping Policy

Last Updated: [2026.7.31]

Thank you for shopping at [Sisters' Secret Garden]. This Shipping Policy applies to all orders delivered to Malaysia, Thailand, and the Philippines. By placing an order, you agree to the terms below.

1. Order Processing Time
   All orders are processed within 1-3 business days (excluding weekends and holidays) after payment confirmation. During peak seasons or promotional periods, processing times may be extended. You will receive a confirmation email once your order has been shipped.

2. Shipping Destinations & Methods
   We currently ship to the following markets with the options described below.

   a) Malaysia
      - Local Delivery (Banting & Surrounding Areas): Available to selected postcodes in Selangor. Delivery within 1-2 business days. Eligible postcodes and rates are displayed at checkout.
      - Standard Shipping (Peninsular Malaysia): Delivery via trusted courier partners, typically within 1-3 business days.
      - Standard Shipping (East Malaysia – Sabah & Sarawak): Delivery within 3-7 business days, depending on location.
      Shipping charges for Malaysia are calculated based on the order value, weight, or selected method, and any applicable free-shipping thresholds are shown at checkout.

   b) Thailand
      - International Standard Shipping: Delivery to most regions in Thailand within 5-10 business days. Remote areas may require additional time.
      - Express Shipping (if available): Faster delivery options may be offered at an additional cost.
      All shipments to Thailand are sent from our fulfillment center in Malaysia and may be subject to customs clearance.

   c) Philippines
      - International Standard Shipping: Delivery within 7-14 business days for major cities (e.g., Metro Manila, Cebu, Davao). Delivery to provincial or island destinations may take up to 21 business days.
      - Express Shipping (if available): Select at checkout for priority handling and faster transit.
      Shipments to the Philippines are dispatched from Malaysia and are subject to import processing.

3. Shipping Rates
   Shipping charges are calculated at checkout based on the destination, package weight, dimensions, and selected shipping method. From time to time, we may offer free shipping promotions for qualifying orders. The final shipping cost will be displayed before you confirm payment.

4. Customs, Duties, and Import Taxes
   Orders shipped to Thailand and the Philippines are international shipments and may be subject to import duties, taxes, and customs clearance fees levied by the destination country. These charges are the sole responsibility of the recipient. We have no control over such fees and cannot predict their amount. Please contact your local customs office for more information before placing an order. In the event that a shipment is refused or returned due to unpaid customs charges, any return shipping fees and associated costs will be deducted from your refund.

5. Order Tracking
   Once your order has shipped, you will receive a shipping confirmation email containing a tracking number and a link to track your package. Please allow up to 24 hours for the tracking information to update. If you do not receive a tracking number within the processing window, please contact us at [luyibc@gmail.com].

6. Address Accuracy
   Please ensure that the shipping address provided at checkout is complete and accurate. We are not responsible for delays, non-delivery, or additional charges resulting from incorrect or incomplete addresses. If a package is returned due to an address error, you will be responsible for the reshipment costs.

7. Delayed or Lost Shipments
   If your order has not arrived within the estimated delivery time, please first check your tracking link for any status updates. Should the package appear lost or significantly delayed, contact our support team at [luyibc@gmail.com]. We will initiate an investigation with the carrier. Depending on the outcome, we will either reship the order or issue a refund in accordance with our Refund Policy. Please note that delays caused by customs holds, force majeure events, or peak-season congestion are beyond our control.

8. Damaged Items
   Upon delivery, please inspect the package for any visible damage before accepting it. If your item arrives damaged, take clear photographs of the packaging and the product, and notify us within 48 hours of receipt at [luyibc@gmail.com]. We will work with you to resolve the issue promptly, either by sending a replacement or processing a refund.

9. Contact Information
   For any shipping-related inquiries, please reach out to our customer service team:
   Email: [luyibc@gmail.com]
   Business Address: 42700 Banting, Selangor, Malaysia.