Shipping Policy

1. Delivery destinations

• Peninsular Malaysia.
• Sabah and Sarawak.
• Singapore.
• Brunei.
• A destination may be temporarily unavailable because of courier, customs, dangerous-goods, service-area or operational restrictions.

2. Shipping rates and free shipping

Where available, checkout uses the applicable GDEX live rate. A configured zonal and weight-tiered WooCommerce rate may be used as a backup if the live service is unavailable.

Eligible Peninsular Malaysia orders of RM300 or more after discounts and vouchers receive free standard shipping. Oversized, restricted, heavy, special-handling or separately quoted items may be excluded where clearly stated before order confirmation. No separate general handling fee is charged.

3. Processing and dispatch

Eligible paid, in-stock and verified orders received before 3:00 PM Malaysia time on a business day are scheduled for same-business-day dispatch. Orders received later, on non-business days, requiring verification, containing supplier-sourced items or requiring restricted transport are processed on the next applicable business day or within the stated lead time.

Dispatch means the shipment has been handed to or accepted by the courier. It is not a guarantee of delivery on the same day.

4. Estimated delivery after dispatch

• Peninsular Malaysia: one to three business days.
• Sabah and Sarawak: three to seven business days.
• Singapore: three to seven business days.
• Brunei: four to ten business days.
• Estimates are not guaranteed and may be affected by remote areas, peak periods, weather, customs, security checks, public holidays, courier disruption or incomplete information.

5. Tracking and address accuracy

Tracking details are sent by email and may also appear in the customer account. WhatsApp may be used for exceptions or support where appropriate.

Customers must provide a complete recipient name, telephone number, address, postcode, state and country. Address corrections requested before dispatch will be considered. Changes after dispatch are not guaranteed and may incur courier charges.

6. Failed delivery, refusal and return to sender

Additional delivery, storage, correction or return charges caused by an incorrect address, unavailable recipient, refusal, unpaid destination charges or another customer-caused event may be charged to the customer. WZ Universal bears reasonable correction costs where the failure resulted from its own error.

7. Loss, visible damage and missing contents

Report visible damage, tampered packaging, missing contents or an incorrect delivery within 24 hours after receipt. Preserve the packaging, shipping label and product. An unboxing video is required for these delivery-condition claims. WZ Universal will coordinate the courier investigation and applicable remedy.

A shipment is not treated as lost solely because tracking is delayed. WZ Universal will first complete the reasonable courier trace or claim process.

8. High-value shipments

Eligible shipments with a declared value above RM200 are intended to use GDEX Enhanced Liability automatically, subject to the current courier service, product, route, documentation and eligibility rules. Courier compensation limits do not reduce mandatory customer rights against WZ Universal.

9. International customs and charges

WZ Universal will use accurate product and value declarations. The recipient is responsible for destination import tax, duty, clearance, brokerage, storage and other government or carrier charges unless checkout expressly states otherwise. Delays or non-delivery caused by unpaid destination charges are treated as customer-caused.

10. Batteries and restricted products

Standalone lithium batteries and other restricted products are not sent through an ordinary service that does not accept them. Singapore and Brunei delivery for such items is unavailable at launch unless an authorised compliant service is specifically offered. The website may restrict destination, service or checkout for these products.

11. Supplier-sourced and mixed orders

A supplier-sourced item normally adds two to five business days before dispatch. Mixed orders are shipped together by default after all items are ready. A customer may request split delivery, subject to stock, operational approval and additional shipping charges.

12. Contact

For address corrections, tracking or delivery issues, contact support@wzuniversal.com or +60 11-8888 9161 with the order number.