Shipping & Delivery Policy
This Policy explains how shipping, delivery, and fulfilment work on JY Store. JY Store is a marketplace platform where third-party sellers (“Sellers”) list and sell products and/or services to buyers (“Buyers”).
Track Your Order (Quick Guide)
My Account → Orders, open the order details, then click the courier tracking link (if provided).
Help & FAQ (Fast Answers)
- Tracking not updated? Courier events may update with delay (not real-time).
- Received wrong/damaged item? Contact Seller/support within 48 hours with photos/video.
- Delivery delay? Seller may open a courier investigation; please allow reasonable time.
1) Marketplace Delivery Model (How Shipping Works)
1.1 Seller Fulfilment. Most orders are packed and shipped by independent Sellers. Unless clearly stated otherwise, the Seller is responsible for preparing, packing, handing over to courier, providing tracking (if applicable), and assisting with delivery-related issues.
1.2 Multiple Sellers = Multiple Parcels. If your cart contains items from different Sellers, you may receive separate shipments, different couriers, and different delivery timelines/tracking numbers.
1.3 Platform Role. JY Store may provide tools and support dispute handling, but the Seller remains primarily responsible for fulfilment unless a listing explicitly states “Fulfilled by JY Store” (if/when available).
2) Shipping Coverage (Delivery Areas)
Delivery coverage depends on each Seller and courier availability. Some items may be limited by size/weight constraints, category restrictions, or destination coverage. If an address is outside a Seller’s delivery coverage, the Seller may cancel the order and arrange a refund.
3) Processing Time (Before Shipping)
“Processing Time” is the time required for the Seller to confirm, prepare, pack, and hand over the parcel to the courier.
- Typical processing time: 1–3 working days
- Peak seasons/promotions: up to 5–7 working days
- Made-to-order/custom items: longer (as stated on listing)
4) Estimated Delivery Time (Courier Transit)
Delivery time depends on courier performance, distance, and operational conditions. Typical estimates (Malaysia):
- West Malaysia: 1–5 working days
- East Malaysia: 3–10 working days
- Remote areas: may take longer
5) Shipping Fees & Charges
Shipping fees may be fixed-rate, weight/size based, location/zone based, or included in the price (“free shipping”), where stated. Fees shown at checkout may include courier charges, packing/handling (where applicable), and optional insurance (if offered).
If a shipping fee is materially incorrect due to inaccurate weight/size details, the Seller may request a top-up before shipping or cancel the order and refund the Buyer if the Buyer does not agree.
6) Delivery Address & Contact Requirements (Buyer Responsibilities)
To avoid failed delivery, Buyers should provide a complete and accurate address (unit number, street, postcode, state), a reachable phone number, and ensure someone can receive the parcel when delivery is attempted.
7) Tracking & Proof of Delivery
Tracking Updates. Where available, tracking will be provided via the Platform and/or courier tracking link. Tracking events are controlled by the courier and may not update in real time.
Proof of Delivery (POD). Delivery may be confirmed by courier status “Delivered”, recipient signature, delivery photo, or GPS scan evidence (where supported).
8) Receiving Parcels (Recommended Checks)
To support faster issue resolution, Buyers are encouraged to take clear photos of the courier label and outer packaging, inspect items upon receipt, and keep packaging until the case is resolved (if an issue is reported).
9) Damaged Parcels, Wrong Items, Missing Items
If you receive a damaged item, wrong item, or missing item(s), please contact the Seller (and/or Platform support) within 48 hours of delivery, provide photos/video where available, and keep packaging and courier label until the case is resolved.
Resolution may include replacement, partial refund, or full refund, depending on verification and the Refund & Returns Policy.
10) Delivery Delays & Lost Parcels
Delays. If tracking remains “in transit” beyond the normal timeframe, the Seller may lodge a courier investigation. Buyers may be asked to allow reasonable time for the courier’s search process.
Lost Parcels. A parcel may be treated as lost if the courier confirms loss, or tracking shows no movement for an extended period and the investigation concludes unresolved loss.
10A) Suggested Resolution Timeline (What to Expect)
This timeline is provided as a general guide to help Buyers and Sellers understand typical handling time. Actual time may vary depending on courier response and case complexity.
| Case Type | Buyer Action Window | Typical Handling Time |
|---|---|---|
| Tracking not updating | Report after 24–48 hours of no updates (if unusual) | Seller checks courier status within 1–2 working days |
| Delivery delay | Report if beyond normal estimate | Courier investigation typically 3–7 working days (may be longer for remote/peak) |
| Damaged / wrong / missing item | Report within 48 hours of delivery | Verification + solution typically 2–7 working days depending on evidence and stock |
| Lost parcel (confirmed) | Cooperate with investigation requests | Replacement/refund typically processed within 3–10 working days after confirmation |
| Returned to sender | Confirm address/availability promptly | Re-delivery arranged within 1–5 working days (fees may apply) |
11) Failed Delivery / Returned to Sender
Common reasons include wrong/incomplete address, Buyer not available, unreachable phone number, or restricted location/entry. If returned, the Seller may arrange re-delivery (fees may apply) or cancel and refund according to Seller policy (some incurred costs may be non-refundable where applicable).
12) Self-Collection / Pick-Up (If Offered)
Some Sellers may offer pick-up. If available, pick-up details will be shown in listing/checkout. Buyers may need to present order confirmation (and identification if required). If not collected within the stated timeframe, the order may be handled according to the Seller’s pick-up terms (if stated).
13) Digital Delivery Items (No Shipping)
Some items are delivered digitally (e.g., vouchers, PINs, top-ups, codes). For these, shipping does not apply. Delivery is via email, platform message, or account display. Refunds follow the Digital Goods rules in the Refund & Returns Policy.
14) Seller Shipping Standards (Minimum Requirements)
- Pack items properly to reduce damage risk
- Ship within the stated handling time
- Provide valid tracking when available
- Communicate clearly for delays/out-of-stock situations
- Comply with relevant Malaysian laws for restricted items
15) Force Majeure (Events Beyond Control)
We are not responsible for delays or failures caused by events beyond reasonable control, including natural disasters, floods, pandemics, strikes, courier disruptions, government actions, or infrastructure failures. Sellers and Buyers are encouraged to cooperate to reach reasonable solutions.
16) Policy Updates
We may update this Policy from time to time. Updated versions will be posted on the Platform with a revised “Last Updated” date. Continued use of the Platform indicates acceptance of the updated Policy.
17) Contact Us
JY SOLUTION HUB SDN. BHD. (556148-T) — JY Store
Address: 19 & 20, FASA 1C4, Jalan SM 1C/13, 32040 Seri Manjung, Perak, Malaysia
WhatsApp: +6016-903 3333
Email: support@jysolution.my
