Shipping Policy
Effective Date: 13th October 2024
Thank you for choosing our store for your vape product needs. We appreciate your business and want you to be completely satisfied with your purchase. Below, you will find our detailed shipping policy, including information on refunds, returns, and international shipping with customs duty considerations.
Domestic Shipping
- Processing time: Orders are typically processed within 1-3 business days (excluding weekends and public holidays).
- Delivery time: Delivery within Peninsular Malaysia typically takes 2-5 business days, while delivery to East Malaysia (Sabah and Sarawak) may take 5-7 business days.
- Shipping costs: Standard shipping rates apply and will be calculated at checkout based on your location and order weight.
- Tracking: Once your order is shipped, a tracking number will be provided via email.
International Shipping
- Availability: We ship vape products internationally to selected countries. Please ensure that your country permits the importation of vape products before placing an order. If your selected country is not available on the checkout page, you may also reach out to our customer service team at officialzgar@hotmail.com or +6011 6852 7145 for further enquiries.
- Processing time: Orders are processed within 1-5 business days (excluding weekends and public holidays).
- Delivery time: International delivery times may vary by destination, typically taking 7-21 business days.
Customs and Duties for International Shipment
- Customers are responsible for any customs, duties, taxes, or import fees imposed by their country's authorities.
- We recommend checking your local regulations to understand potential costs and restrictions before placing an order.
- If the package is held, seized, or returned by customs, we are not liable for the loss or additional charges incurred.
- Restricted items: It is the buyer's responsibility to ensure that the products comply with local laws and regulations. We reserve the right to cancel orders to restricted regions.
Refunds and Returns
Eligibility for Refunds and Returns
Refunds and returns are only accepted for the following reasons:
- Incorrect item received.
- Defective or damaged product.
- Product lost during transit.
The following items are non-returnable:
- Items damaged due to misuse or improper handling.
- Customized or personalised items.
Return Process
To initiate a return:
- Contact our customer service team at officialzgar@hotmail.com or +6011 6852 7145 with your order number and the reason for the return.
- Upon approval, you will receive instructions on how to return the product.
- Products must be returned in their original condition, including packaging, accessories, and manuals.
- Once approved, package the item(s) securely and include a copy of your receipt.
- Ship the item to the address provided by our customer service team.
- Shipping costs for returns:
- For approved defective or incorrect items, we will cover the return shipping fees.
- For other cases, the customer is responsible for return shipping costs.
- This applies within Malaysia only, for any other countries, please contact our customer service team to assist you on this matter.
Refund Process
Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund. If approved, your refund will be processed within 14 business days. Refunds will be issued to the original payment method. Shipping fees are non-refundable unless the refund is due to our error (e.g., wrong or defective item).
For more information on the Return and Refund policy, please visit this page.
Lost or Damaged Packages
If your package is lost or arrives damaged, please contact our customer service team immediately. We will work with the courier to resolve the issue and provide a replacement or refund if applicable.
Contact Us
We aim to ensure a smooth and satisfying experience for all our customers. If you have any further questions or concerns, feel free to reach out to our support team at:
Zgar Premium Reseller
+601168527145