Delivery Information
Hello and welcome to the Shipping and Delivery Information page! Here you can get acquainted with useful information on terms and conditions of our goods delivery.
Shipping
Shipping And Delivery terms
Items purchased will be couriered via Standard Shipping service within 3-5 business days for West Malaysia, and 3-7 business day for East Malaysia (Monday to Friday, excluding weekends and Public Holidays) upon order payment confirmation.
Shipping may take longer during sale periods, holidays, Movement Control Order(MCO) and extreme weather.
Orders will be couriered between 9am - 5pm from Monday to Thursday and 9am-3pm on Friday.
During Movement Control Order (MCO) all orders will be couriered between 12pm - 5pm on Monday and 12pm - 5pm on Thursday.
Orders will only be delivered to street addresses in Malaysia.
Please note that you will have to sign for your order. If you are unavailable at the time of delivery, the item will be couriered to you the next day. Please call the assigned logistic company and provide your tracking number to arrange for a redelivery.
If you are not at the delivery address at the time of delivery, the assigned logistic company will provide a notification card advising you of the process for redelivery. If three attempts (total) are made to deliver your order, it will be returned to HOB. Redelivery will be at the expense of the customer.
HOB will not be responsible for orders signed for by someone other than the designated recipient.
If you find that items are damaged upon delivery, please report to Customer Service on the same day with supporting evidence and your Invoice number. Reimbursement is subjected to the courier company's discretion.
In the rare circumstance that your product is missing from your order, please report to customer service on the day of delivery and we will be happy to assist.
Orders are processed Monday to Friday excluding weekends and Malaysian public holidays. Orders made on Friday after 12pm and on weekends will be processed on the following Monday.
While we do everything we can to ensure your order is delivered in a timely manner, we will not be liable for any loss or damage incurred by any person as a result of delay caused by our carrier that we have no control over or by any event which is out of our reasonable control or foresight including but not limited to any delay caused by an incorrect delivery address being provided to us.
At the moment, we do not ship internationally. If you wish to ship an order internationally, please contact us at hob@insiders.com.my
All orders are subjected to bank authorization prior to processing. Only authorized orders will be processed and shipped.
Standard Delivery Charges
Shipping charge of RM10 will be applied West Malaysia.
Shipping charge of RM20 will be applied to East Malaysia.
Free Delivery
Enjoy Free Shipping with purchase of RM250 and above.
Tracking
Once your orders have been picked up by our assigned logistic company, we will notify you with tracking number and you can then track the delivery status of your orders via the links below:
https://bbbexpress.com/bbbgcloud/public/reports/waybill_report_search_anonymous
Out Of Stock Items
Items marked “out of stock” are not available for order. You may email us your wishlist at hob@insiders.com.my and we will update you when the items are back in stock.
We strive to deliver your order within the delivery timing. However please note that in the event of stock unavailability of items ordered, we may need to source from other stock locations. We will inform you within 2-3 business days and we seek your kind understanding in the delay of the shipment pertaining to stock availability. We do not accept back orders.
If you have any questions on our shipping policy, please contact Customer Service at hob@insiders.com.my (Monday to Friday: 9am-12pm and 2pm - 5pm, excluding weekends and Public Holidays).
Returns Policy For Online Purchase
We are committed to providing quality products to our customers. If for any reason you are not entirely satisfied, we are happy to issue a product exchange for new and unopened normal priced product(s) that is returned within 14 days of delivery date.
All new and unopened normal priced products may be exchanged with an original receipt/invoice or mail order packing invoice.
All product may be exchanged once.
Products sold are non-refundable, but we will happily exchange the product with another product of same value or greater value.
All original shipping and/or handling charges are non-refundable. Products are to be returned in its original brand new condition via sender’s preferred delivery mode. We recommend that you use a reliable courier service with parcel tracking services to prevent damages. We regret to inform that products sold online are not exchangeable at stores at the moment.
Please allow one to three weeks from the day you return your product for your request to be processed. You will be contacted once your return is completed.
In the rare circumstance that your product is missing from your order, please report to customer service on the day of delivery and we will be happy to assist.
INSIDERS GROUP SDN BHD reserves the right of final decision if the product returned is in unsatisfactory condition, or the above terms are not met.
If you have any questions on our return policy, please contact Customer Service at hob@insiders.com.my (Monday to Friday: 9am-12pm and 2pm - 5pm, excluding Public Holidays). Please provide your contact details, invoice number and reason for return.