1. Order Processing
- All orders are processed within 1–3 business days, excluding weekends and public holidays.
- Once your order has been processed, you will receive a confirmation email containing the available tracking details.
- Orders that have already been prepared, packed or dispatched may no longer be changed or cancelled.
2. Shipping Methods and Estimated Delivery Times
We currently provide the following shipping option:
- Shipping Method: Standard Courier
- Shipping Cost: Free
- Estimated Delivery Time: 3–5 business days
Note: Delivery periods are estimates and may be affected by external circumstances such as severe weather, public holidays, courier disruptions or transportation delays.
3. Tracking Your Order
- Once the order has been shipped, a tracking number will be sent to the customer by email.
- Customers may use the tracking number to check the latest delivery status through the appointed courier’s website.
- Tracking information may take some time to appear after the parcel has been collected by the courier.
4. Address and Delivery Issues
- Customers must ensure that the shipping address and contact information are complete and accurate before submitting an order.
- We are not responsible for lost or undeliverable packages resulting from an incorrect or incomplete address provided by the customer.
- Address changes cannot be guaranteed after an order has been processed or dispatched.
- If a parcel is returned because of incorrect customer information, additional shipping charges may apply before it can be dispatched again.
5. Lost, Stolen or Delayed Shipments
- If a parcel is lost or delayed beyond the estimated delivery period, please contact us at cloud_vertex1@outlook.com.
- We will communicate with the appointed courier and make reasonable efforts to obtain further delivery information.
- We are not responsible for a missing or stolen parcel after the courier’s tracking system has marked it as successfully delivered.
- Customers should contact the courier and the Company promptly if they believe a delivery has been sent to the wrong location.
6. Order Cancellation
- Cancellation requests must be submitted to cloud_vertex1@outlook.com within 12 hours of placing the order.
- The request should include the customer’s full name, order number and reason for cancellation.
- Sending a request does not automatically mean that the order has been cancelled. Cancellation is only confirmed after written approval has been provided.
- Requests submitted after the 12-hour period will not be accepted.
- Orders that have already been processed, packed or dispatched cannot be cancelled.
- Refusing to receive a parcel does not constitute an approved cancellation.
- If an eligible paid order is successfully cancelled, any approved refund will be processed through the original payment method. The time required may depend on the relevant bank or payment provider.
- We reserve the right to cancel an order when the product is unavailable, payment cannot be verified, the delivery information is invalid or fraudulent activity is suspected.
7. Governing Law
- These shipping and cancellation terms shall be governed by the laws of Malaysia.
- Any dispute that cannot be resolved through reasonable communication shall be subject to the appropriate courts and legal processes of Malaysia.
8. Contact Us
For questions concerning shipping, delivery or order cancellation, please email us at cloud_vertex1@outlook.com.