Shipping policy

 

Shipping Policy

Thank you for shopping with Holistq Malaysia.

We aim to ensure your order reaches you as quickly and safely as possible.

Please review the following shipping policy carefully to understand how we process and deliver your purchases.

1. Order Processing Time

  • All orders are processed within 1–3 business days after payment confirmation.

  • Orders placed after 12:00 PM or on weekends/public holidays will be processed on the next working day.

  • You will receive a shipping confirmation email once your order has been dispatched, including tracking details where applicable.

2. Domestic Shipping (Malaysia)

We currently ship across Peninsular Malaysia, Sabah, and Sarawak.

  • Standard Delivery: 3–7 business days (after dispatch)

  • Express Delivery (where available): 1–3 business days

Delivery times may vary depending on courier performance, public holidays, or regional restrictions.

Shipping Fees:

  • Shipping fees are calculated at checkout based on weight, delivery location, and courier options.

  • Free shipping may be offered for promotional campaigns or minimum purchase thresholds, which will be clearly stated at checkout or on promotional pages.

3. International Shipping

We currently ship to select international destinations

- International shipping times vary between 7–21 business days, depending on destination and customs processing.

  • Shipping rates will be calculated automatically at checkout.

Important:

  • Customers are responsible for any customs duties, import taxes, or additional charges imposed by their country’s authorities.

  • Holistq Malaysia is not liable for delays or confiscations caused by customs or import regulations in the destination country.

4. Order Tracking

Once your order has been shipped, you will receive a tracking number via email or SMS.

You can track your parcel through the courier’s website 

If you do not receive tracking information within 3 business days of placing your order, please contact us at support@holistq.com.my.

5. Delivery Issues

Please ensure that your shipping address is entered correctly at checkout.

Holistq Malaysia will not be responsible for:

  • Delays caused by incorrect or incomplete addresses

  • Lost parcels due to incorrect delivery details provided by the customer

  • Delivery failures due to unavailability of the recipient

If a parcel is returned to us due to an incorrect address or failed delivery attempts, re-delivery fees may apply.

6. Damaged or Missing Items

If your order arrives damaged or an item is missing:

  1. Take clear photos of the packaging and product.

  2. Contact us within 48 hours of delivery at support@holistq.com.my.

We will investigate and, where applicable, arrange for a replacement, refund, or store credit in accordance with our Return & Refund Policy.

7. Pre-Orders and Backorders

For products marked as pre-order or backorder, estimated delivery times will be stated on the product page.

Please note that these are estimates and subject to supplier and shipping schedules.

8. Changes or Cancellations

Once an order has been processed or shipped, we are unable to modify or cancel it.

Please double-check your details before completing checkout.

Cancellations and returns after shipment will follow the Return & Refund Policy.

9. Undelivered Orders

If you have not received your order within:

  • 10 business days for domestic shipments, or

  • 25 business days for international shipments,

please contact us at support@holistq.com.my with your order number, and we will assist in tracking or resolving the issue with our courier partners.

10. Contact Us

If you have any questions about shipping or delivery, please contact us:

Holistq Malaysia (Axpo Sdn Bhd)

📧 Email: support@holistq.com.my