FAQs

1. Delivery Coverage & Time 配送范围与时间

  • We currently deliver only within West Malaysia, except for Langkawi , Tioman , Redang .
    我们目前仅支持在西马范围内配送除了 Langkawi , Tioman , Redang。

  • Deliveries are arranged by our logistics partner. Next-day delivery is guaranteed under normal circumstances.however, delays may occur during festive seasons or due to unforeseen circumstances.
    配送由我们的物流合作伙伴安排。在正常情况下保证次日送达，但在节假日或遇到不可控因素时可能会有延迟。

  • Specific delivery time requests (e.g:Deliver at 10am) are not possible.
    无法实现具体送达时间（例如:上午10点送达）

2. Address Accuracy & Changes 地址准确性与修改

  • Buyers must ensure the delivery address is accurate and complete before placing the order.
    买家必须在下单前确保填写的收货地址准确完整。
  • Once an order is confirmed, the delivery address cannot be changed.
    订单一经确认，收货地址不可更改。
  • Incorrect or incomplete addresses that result in failed delivery will be the buyer’s responsibility.
    因地址错误或不完整导致的配送失败，由买家自行承担责任

3. High-Rise & Multi-Storied Buildings 高层及多层建筑配送

Delivery will only be made to the drop-off point, lobby, guardhouse, or reception. Delivery to individual unit numbers is not available.
配送仅限大堂、保安亭、前台或收件处，送货员不会送到门口。

  • Applies to: apartments, condominiums, shopping malls, hospitals, hotels, restaurants, etc.
    适用于：公寓、共管公寓、购物商场、医院、酒店、餐厅等。
  • Once items are left at the designated location with consent, the seller will not be responsible for product condition.
    商品一旦在收件人同意下放置于指定地点，商家不再对商品状态负责

4. Unsuccessful Delivery 不成功配送

Unsuccessful deliveries may occur due to:
配送失败可能因以下原因发生：

  • Incorrect/incomplete address 地址错误或不完整

  • Recipient unavailable 收件人无人接收

  • Restricted access (e.g., gated community, security checkpoint) （限制进入如门禁、小区保安）

  • Failed communication 联系不上收件人

  • Unsafe/no safe place to leave package 送货员经评估无法安全放置包裹

  • Severe weather conditions 恶劣天气

  • Delivery time restrictions 配送时间限制

If delivery is unsuccessful:
若配送失败：

  • The driver will return the items to our store. Buyers must pay an additional RM30 redelivery fee for the next attempt.
    司机将把商品退回本店，买家需支付 RM30 再次配送费 才可重新安排配送。
  • Same-day redelivery is not available.
    不支持同日再次配送

5. Product Freshness & Storage 产品保鲜与存放

  • Our bird’s nest is freshly stewed and vacuum-sealed. It must be refrigerated at 0–4℃ immediately upon receipt.
    鲜炖燕窝为新鲜现炖并真空密封，收货后必须立即冷藏（0–4℃）。
  • Recommended consumption within 14 days of delivery.
    建议在送达后 14 天内食用。
  • Seller is not responsible for product spoilage due to delayed collection and improper storage from customer end.
    因顾客放收货延误或储存不当导致的产品变质，商家不承担责任。

6. Order Cancellation & Refund 订单取消与退款

Once an order is confirmed, it cannot be cancelled or refunded.
订单一经确认，不可取消或退款。

7. Damage & Defects 损坏与瑕疵

  • All items are carefully inspected before dispatch.
    所有商品在发货前均经过严格检查。

  • If you receive damaged or defective items, please report with clear photos/videos within 3 hours of receipt. Items must remain unopened and unconsumed.
    若收到损坏或有瑕疵的商品，请在收货后 3小时内 提供清晰照片/视频反馈，商品需保持未开封及未食用状态。

Upon investigation, we will provide a replacement or exchange at our discretion.
经核实后，我们将视情况提供更换或补发。

8. Third-Party Delivery Services 第三方配送服务

If buyers choose to arrange their own delivery service (e.g：Grab, Lalamove), the seller’s responsibility ends once the product is handed to the driver.
若买家选择自聘配送服务（如 Grab、Lalamove），商家责任在商品交付司机时即终止。

9. Liability Disclaimer 责任免除

  • We are not liable for delays caused by traffic, weather, natural disasters, security checks, road closures, or other unforeseen circumstances.
    因交通、天气、自然灾害、安全检查、道路施工或其他不可控因素导致的延误，商家不承担责任。

Once the item is received by the buyer, recipient, or authorized person, all risks transfer to the buyer.
商品一旦由买家、收件人或其授权人签收，风险即转移至买家。

10. General Terms 一般条款

  • We reserve the right to update these Terms of Service at any time without prior notice.
    商家保留随时修改服务条款的权利，恕不另行通知。