物流政策

Effective Date: January 4, 2026
Applicable Law: This Logistics Policy (the "Policy") is formulated in compliance with the laws and regulations of Malaysia, including but not limited to the Consumer Protection Act 1999, the Courier Services Act 1995, and relevant regulations issued by the Ministry of Domestic Trade and Consumer Affairs (KPDNHEP) and the Malaysian Communications and Multimedia Commission (MCMC).
Welcome to CozyTeaCorner ("we", "us", "our"), an online store operating on the Shopify platform at cozyteacorner.myshopify.com (the "Store"). This Policy specifies the terms and conditions regarding the delivery of products purchased through our Store to customers in Malaysia. By placing an order through our Store, you acknowledge that you have read, understood, and agreed to the provisions of this Policy, as well as our Terms of Service, Privacy Policy, and Return & Refund Policy (which are incorporated herein by reference).

1. Delivery Coverage

1.1 Our delivery services cover all states and territories in Malaysia, including Peninsular Malaysia (West Malaysia) and East Malaysia (Sabah, Sarawak, and Labuan).
1.2 Please note that for remote areas (such as rural areas, islands, or areas with limited transportation access), the delivery time may be extended, and additional shipping fees may apply. We will clearly inform you of the relevant information (extended delivery time and additional fees) during the checkout process. If you do not accept the terms, you may cancel the order before payment.
1.3 We do not provide delivery services to P.O. boxes, military bases, or restricted areas unless otherwise agreed in writing with our customer service team.

2. Order Processing and Delivery Time

3.1 Order Processing Period

After you place an order and the payment is successfully verified, we will process your order within 1-2 business days (excluding weekends and Malaysian public holidays). Order processing includes product picking, packaging, quality inspection, and handover to the delivery partner.
If you place an order during a promotional period or peak season (such as Hari Raya, Chinese New Year, Christmas), the order processing time may be extended to 3-5 business days due to the high volume of orders. We will display the estimated processing time on the Store's homepage or product pages during such periods.

3.2 Estimated Delivery Time

The estimated delivery time is 7 to 15 business days. The specific delivery time may vary slightly depending on the delivery location, and we will make reasonable efforts to ensure the goods are delivered within this time frame.
  • All regions in Malaysia: 7-15 business days
The above delivery time (7-15 business days) is only an estimate and not a guarantee. We will make reasonable efforts to ensure that the products are delivered within the estimated time. However, we shall not be liable for any delay in delivery caused by factors beyond our reasonable control (see Section 8 for details).

3. Shipping Fees

4.1 Calculation of Shipping Fees

Shipping fees are calculated based on the following factors:
  • Total weight and volume of the ordered products (whichever is more favorable for the calculation in accordance with the delivery partner's charging standards);
  • Delivery location (Peninsular Malaysia, East Malaysia, or remote areas);
  • Selected delivery method (standard delivery, etc.).
The specific shipping fee will be automatically calculated and displayed on the checkout page before you confirm the order. You can view the shipping fee details before making the payment.

4.2 Free Shipping Policy

We may launch free shipping promotions from time to time. The specific terms of the promotion (such as minimum order amount, applicable regions, and promotion period) will be clearly stated on the Store's promotion page or product pages.
Example of free shipping terms: Free standard shipping for orders with a total amount of MYR 150 or more in Peninsular Malaysia; free shipping for orders with a total amount of MYR 250 or more in East Malaysia. Promotional terms are subject to change without prior notice.

4.3 Additional Fees

For the following situations, additional fees may be charged:
  • Remote area surcharge: For deliveries to remote areas, an additional surcharge will be charged in accordance with the delivery partner's regulations.
  • Re-delivery fee: If the delivery fails due to reasons attributable to you (e.g., incorrect shipping address, no one available to receive the goods, refusal to accept the goods without justifiable reasons), and re-delivery is required, a re-delivery fee will be charged. The specific amount will be notified to you by our customer service team before re-delivery.

4. Logistics Tracking

5.1 After your order is shipped, we will send a shipping confirmation email to the email address you provided. The email will include the tracking number and the official tracking link of the delivery partner.
5.2 You can track the real-time logistics status of your order through the following methods:
  • Click the tracking link in the shipping confirmation email to be directed to the delivery partner's official tracking page;
  • Log in to your account on our Store, enter the "My Orders" page, find the corresponding order, and view the tracking information;
  • Contact the delivery partner directly through their official customer service channels and provide the tracking number for inquiry.
If you cannot track the logistics information within 24 hours after receiving the shipping confirmation email, please contact us at cozyteacorner@outlook.com in a timely manner, and we will assist you in verifying the situation.

5. Delivery and Receipt of Goods

6.1 The delivery partner will deliver the goods to the shipping address you provided in the order. Please ensure that the shipping address is accurate, complete, and clear (including house number, street name, city, postcode, and contact phone number).
6.2 You or your authorized recipient (who must provide valid identification) shall receive the goods in person. Upon receipt, please carefully inspect the outer packaging of the goods for damage, leakage, or tampering. If there is any obvious damage or abnormality, please refuse to sign for receipt and immediately contact our customer service team. At the same time, ask the delivery staff to issue a damage certificate.
6.3 If you sign for the goods without inspecting them, it will be deemed that you have confirmed that the outer packaging of the goods is intact. If you find any damage to the goods or missing items after signing for receipt, please contact us within 3 business days of receipt and provide relevant evidence (such as photos or videos of the packaging and the goods), and we will handle it in accordance with our Return & Refund Policy.
6.4 If the delivery partner is unable to deliver the goods due to incorrect or incomplete shipping address provided by you, we will contact you to confirm the correct address. If we cannot contact you within 3 business days, the order may be temporarily suspended, and we will notify you of the subsequent processing method via email.

6. Packaging Standards

7.1 We adopt professional packaging materials and methods to ensure that the products are protected during transportation. For fragile products (such as tea sets, glass tea containers), we will use shockproof materials (such as bubble wrap, foam, corrugated cardboard) for multi-layer packaging to reduce the risk of damage.
7.2 For perishable or special tea products (such as fresh tea leaves, fermented tea that requires specific storage conditions), we will use insulated packaging and ice packs (if necessary) to maintain the quality of the products during transportation.
7.3 We will affix clear labels on the outer packaging, including the shipping address, recipient information, order number, and warning labels (such as "Fragile", "Handle with Care", "Keep Dry") as needed.

7. Handling of Delivery Abnormalities

8.1 Lost or Damaged Goods

If the goods are lost or damaged during transportation, please contact us at cozyteacorner@outlook.com within 7 business days of the estimated delivery date and provide the following information:
  • Order number and tracking number;
  • Photos or videos of the outer packaging and the goods (if damaged);
  • Damage certificate issued by the delivery partner (if any);
  • Detailed description of the loss or damage.
After receiving your application, we will investigate and verify with the delivery partner. If the loss or damage is confirmed to be caused by the delivery partner's negligence, we will provide you with the following solutions (at your choice):
  • Full refund of the product price and shipping fee;
  • Free replacement of the same product (we will arrange re-delivery at our own expense);
  • Store credit with an additional 5% discount (valid for 6 months).

8.2 Delayed Delivery

If the delivery is delayed beyond the estimated delivery time, please contact us, and we will inquire about the reason with the delivery partner. If the delay is caused by factors attributable to us or the delivery partner, we will compensate you in the form of store credit (the amount will be determined based on the delay period and the order amount). If the delay is caused by factors beyond our control, no compensation will be provided (see Section 9 for details).

8.3 Wrong Delivery or Missing Items

If you receive the wrong product or find that items are missing from the order, please contact us within 3 business days of receipt and provide the order number, photos of the received products, and a detailed list of missing items. We will verify the situation and arrange for the correct product to be re-delivered or the missing items to be supplemented free of charge. You do not need to return the wrong product unless otherwise notified by our customer service team.

8. Force Majeure and Exemption of Liability

We shall not be liable for any delay, failure, or damage in delivery caused by force majeure events or factors beyond our reasonable control, including but not limited to:
  • Natural disasters (floods, earthquakes, typhoons, heavy rains, landslides, etc.);
  • Public emergencies (epidemics, pandemics, riots, strikes, demonstrations, etc.);
  • Government actions (traffic control, road closures, customs inspections, policy adjustments, etc.);
  • Transportation disruptions (vehicle breakdowns, traffic accidents, shortage of transportation capacity, etc.);
  • Technical failures of the delivery partner's system or network;
  • Incorrect or incomplete shipping information provided by you.
In the event of the above situations, we will notify you of the relevant information as soon as possible and take reasonable measures to minimize the impact on the delivery.

9. Changes to This Policy

We reserve the right to modify or update this Logistics Policy at any time to comply with changes in Malaysian laws and regulations, adjustments to the delivery partner's policies, or changes in our business operations. Any changes will be posted on this page with an updated effective date. If the changes significantly affect your rights and interests, we will notify you via email (sent to your registered email address) or through a prominent notice on our Store at least 7 days before the changes take effect.
Your continued use of our delivery services or placement of orders through our Store after the changes take effect constitutes your acceptance of the revised Policy. We encourage you to review this Policy periodically.

10. Contact Us

If you have any questions, concerns, or requests regarding this Logistics Policy, order delivery, logistics tracking, or delivery abnormalities, please contact our customer service team through the following channels:
  • Email: cozyteacorner@outlook.com
  • Shopify Store Message: Through the "Contact Us" section on cozyteacorner.myshopify.com
  • Business Hours: Monday to Friday, 9:00 AM - 6:00 PM (Malaysia Time, GMT+8); excluding public holidays in Malaysia
We will respond to your inquiry within 3 business days and work with you to resolve the issue.