Shipping Policy

Welcome to Hai-O e-Store! We are committed to providing you with an exceptional online shopping experience for healthcare products. Please take a moment to review our shipping policies to ensure a seamless and satisfactory shopping journey.

Accepted Payment Methods:

For your convenience, we accept the following payment methods:

• Visa and Mastercard Debit/Credit Cards
• FPX online banking
• e-Wallet

Please note that any bank charges incurred during transactions will be the responsibility of the buyer.

Delivery Method:

To ensure optimal delivery, Hai-O e-Store will select the most suitable delivery method for your order based on factors such as package weight, destination, and required delivery speed.

Delivery Fee:

Our delivery fees are calculated based on the weight and destination of the package. Please be aware that selected items may incur a delivery surcharge. For detailed information on delivery fees, kindly refer to our website or contact our customer support team.

Shipping Time and Rates:

We prioritize timely delivery. Orders placed and paid for by customers will be processed within 3 business days. Once payment is successfully cleared, we aim to process your order within 3 working days. Standard delivery times are as follows:

• West Malaysia: 1 to 7 working days
• East Malaysia: 1 to 14 working days
• International (Singapore): 14 to 30 working days

*Please refer to the table below for the latest nationwide and international shipping rates. These rates will be effective starting from 15 May 2024.

Nationwide ↓

	Areas and Regions
Chargeable Weight up to (KG)	Within West Malaysia (RM)	Between West & East Malaysia (RM)
0.00 – 5.00	8.00	12.00
5.01 – 10.00	13.00	95.00
10.01 – 15.00	19.00	187.00
15.01 – 20.00	25.00	280.00
20.01 – 25.00	31.00	372.00

 

International ↓

	Country		Country
Chargeable Weight up to (KG)	Singapore (in MYR)	Chargeable Weight up to (KG)	Singapore (in MYR)
0.00 – 1.00	37.00	12.01 – 13.00	313.00
1.01 – 2.00	60.00	13.01 – 14.00	336.00
2.01 – 3.00	83.00	14.01 – 15.00	359.00
3.01 – 4.00	106.00	15.01 – 16.00	383.00
4.01 – 5.00	129.00	16.01 – 17.00	406.00
5.01 – 6.00	152.00	17.01 – 18.00	429.00
6.01 – 7.00	175.00	18.01 – 19.00	452.00
7.01 – 8.00	198.00	19.01 – 20.00	475.00
8.01 – 9.00	221.00	20.01 – 21.00	498.00
9.01 – 10.00	244.00	21.01 – 22.00	521.00
10.01 – 11.00	267.00	22.01 – 23.00	544.00
11.01 – 12.00	290.00	23.01 – 24.00	567.00
		24.01 – 25.00	590.00

*Shipping Rates and Information

• All shipping rates are in Ringgit Malaysia (MYR).
• Our delivery service does not accommodate packages exceeding 25KG in weight.

International Delivery - Taxes and Duties:

Presently, we exclusively offer international shipping to Singapore. Efforts are underway to expand our international shipping network to serve more countries in the near future. Customers should note that international shipments may be subject to customs duties and taxes upon arrival at the destination country. All applicable customs fees, taxes, and duties are the sole responsibility of the customer.

If a delivery is declined by the customer due to customs charges, Hai-O Raya Berhad reserves the right to recover our costs of delivery and returns for the declined orders.

International Delivery – Customs Import Regulations:

Please note that deliveries are subject to customs regulations. Customers assume all losses for packages that have been rejected, confiscated, abandoned, destroyed, or returned, with no refunds provided in such cases. We advise customers to verify import regulations with relevant authorities of the receiving country when in doubt.

Shipping Insurance:

Customers have the option to purchase shipping insurance to safeguard their orders against loss, damage, or theft during transit. For further information on shipping insurance options, please contact our customer support team.

Signature and Documentation Requirements:

While no signature is mandatory for domestic deliveries, international shipments may necessitate additional documentation as requested by Malaysian customs. Customers are required to furnish any requested documents, such as a photocopy of their IC (identity card), for clearance purposes.

Delivery Notifications:

Customers will receive email or SMS notifications to keep them informed about the status of their orders, including tracking details.

Partial Shipments:

In the event of an order containing multiple items that may be shipped separately due to availability or other reasons, customers will be duly notified, and partial shipments will be coordinated as necessary.

Delivery Address Accuracy:

Ensuring accurate delivery addresses during checkout is crucial to prevent delays or mis-deliveries. Customers bear the responsibility of verifying the accuracy of their delivery information.

Shipping Holidays:

Please note any upcoming holidays or events that may affect shipping schedules, potentially resulting in delays or closures. Your understanding and patience during these periods are greatly appreciated.

Gift-wrapping and Hamper Services:

As part of our commitment to enhancing your shopping experience, we offer complimentary gift-wrapping services upon request. Additionally, we provide customized hamper services tailored to your specifications. Simply contact us via email at customer_care@hai-o.com.my, and our dedicated team will be delighted to assist you with your every need!

Packaging and Sustainability:

We are committed to reducing our environmental impact. We strive to use eco-friendly packaging materials whenever possible, such as recycled and biodegradable materials. Additionally, we encourage customers to recycle or reuse packaging materials to further minimize waste. Your support in our sustainability efforts is greatly appreciated.

 

Hai-O Raya Berhad reserves the right to modify or update this policy at any time without prior notice. We encourage you to review this policy periodically to stay informed of any changes.

For further assistance or inquiries regarding our return and refund policy, please do not hesitate to contact us at 03-3343 8889 or email us at customer_care@hai-o.com.my.

Updated as of 22 May 2024