Order Processing Time:
All orders placed on business days (Monday through Friday, Malaysian time, GMT+8) excluding Malaysian national holidays will be processed and shipped. If an order is placed on Saturday or Sunday, it will be processed on the next business day. Orders received before 12:00 (GMT+8) will be processed on the same day, subject to product availability. Orders received after 12:00 (GMT+8) will be processed on the next business day.
Typically, orders are processed within 1-2 business days. However, please note that during periods of high order volume, there may be potential delays. We will make every effort to fulfill orders promptly and provide updates in case of any significant delays.
Shipping Methods:
We collaborate with various logistics partners, leveraging their regional expertise to guarantee efficient and dependable delivery of your orders. Kindly be aware that the provided delivery times are estimations and may be influenced by external factors beyond our purview, including customs processing, local postal delays, and adverse weather conditions.
Worldwide Shipping Locations:
We ship to almost every country that is covered by international shipping carriers. However, there may be a few countries where shipping is not possible due to delivery issues and international trade law prohibitions. We apologize for any inconvenience caused if we are unable to ship to your specific location.
Please feel free to reach out our customer service center at +6012-3325926 if the country you stay not in our shipping list.
International Shipping Costs:
International Shipping costs are calculated based on factors such as the destination country, package weight, and shipping method selected. All shipping options and their estimated delivery time are shown during the checkout process.
Customs and Duties:
Please be aware that customs duties, taxes, and fees may be applicable upon the arrival of your package in your country. These fees are paid to your local carriers or government and are not collected by MotoGene, and thus cannot be refunded. We ship international packages on a DDU (Delivery Duty Unpaid) basis, meaning that all applicable fees (customs tax, import duties, VAT etc.) must be paid by the recipient in order to receive the parcel. Since we are unable to advise the amount of these fees might be, we recommend you to contact your country’s customs office.
We kindly request that you contact our customer service department for specialised assistance regarding overseas deliveries.
Shipping Delays:
While we strive to ensure timely delivery of your orders, please understand that we are not responsible for delays caused by the postal service, customs clearance procedures, or unforeseen circumstances such as inclement weather. We will, however, provide you with your order tracking number to monitor shipment progress.
Order Tracking:
Once your order has been shipped, you will receive a confirmation email or by whatsapp containing a tracking number. This tracking number will allow you to monitor the progress of your shipment and obtain real-time updates on its whereabouts. Please note that tracking information may take some time to become available after your order has been dispatched.
Shipping Support:
If you have any questions or require assistance regarding your shipment, please don't hesitate to contact our customer support team. We will be more than happy to provide you with any necessary information and address any concerns you may have.
Customer service helpline: +6012-3325926
We hope this shipping policy provides clarity and transparency regarding our worldwide shipping services. Should you have any further inquiries, please refer to our FAQs section or reach out to our customer support team for prompt assistance. Thank you for choosing our website, and we look forward to serving you with our exceptional products and services.
SHIPPING POLICY