Tracking is provided after the seller ships (hands over to courier or books pickup).

Typical timeline:

• Standard processing: 1–3 working days
• Peak periods/promo seasons: up to 5–7 working days
• Custom / made-to-order items: longer (as stated on the product page)

Once shipped:

• AWB will appear in My Account → Orders
• Some courier scans may take a few hours to update in the system (not real-time).

JY Store is a marketplace. If your cart contains items from different sellers, you may receive:

• separate parcels,
• different tracking numbers,
• different delivery times.

This is normal and helps each seller ship faster from their own location.
You can check each parcel’s tracking inside My Account → Orders.

Typical estimates (after shipped):

• West Malaysia: 1–5 working days

• Remote areas may take longer depending on courier coverage and hub capacity.

Important notes:

• Delivery time = Processing time + Courier transit

• Public holidays, peak campaigns, weather, or courier backlog can cause delays.

Please act quickly.

Steps:

1. Check with household members / office reception / security guard.

2. Check the delivery area (doorstep, mailbox, guardhouse).

3. Contact support within 24–48 hours and provide:

   • Order ID

   • AWB tracking number

   • Any CCTV or evidence (if available)

We may request courier proof-of-delivery (POD) such as:

• delivery photo,

• signature,

• GPS scan evidence.

Most parcels use courier proof-of-delivery (scan/photo).
For higher-value items, the courier may request:

• recipient confirmation,

• signature,

• or ID verification (rare, depends on courier policy).

To avoid failed delivery:

• ensure your phone number is reachable,

• provide complete address and unit number.

Buyers are responsible for providing accurate delivery details.

If the parcel is returned due to:

• wrong / incomplete address,

• unreachable phone number,

• repeated failed delivery attempts,

you may need to pay a re-delivery fee (depends on seller/courier).
If the seller cancels the order, refunds may exclude certain shipping/handling costs (where applicable).

We strongly recommend:

• take photo of the outer parcel + AWB label,

• record an unboxing video from unopened parcel to full inspection.

This helps if you need to report:

• damage,

• wrong item,

• missing parts,

• missing items.

Report within 48 hours of delivery.

Prepare:

• photos of the outer packaging and damage,

• photo of AWB label,

• unboxing video (if available),

• clear photos of the item condition.

Contact the seller via the order page, or WhatsApp support with your Order ID.
Resolution may include replacement, partial refund, or full refund depending on investigation.

Report within 48 hours and provide:

• Order ID,

• photos/video evidence,

• packaging + AWB label,

• item received vs item ordered.

Do not discard packaging until the case is resolved.

Most digital goods are non-refundable once delivered/issued because:

• codes may be instantly usable,

• delivery is considered completed upon issuance.

If you face delivery issues (e.g., wrong code format), report immediately with:

• Order ID

• screenshot/evidence

Resolution depends on verification.

Delays: If tracking is stuck, the seller may lodge a courier investigation.
Lost parcel: If courier confirms loss (and it’s not due to buyer fault), options may include:

• replacement shipment (if stock available), or

• refund after verification.

Investigation time depends on courier process and may require waiting period.

It depends on the seller and product category.

General conditions:

• request within 7 days from delivery,

• item must be unused and in original packaging,

• return may require buyer to cover shipping cost (depending on seller policy).

Items usually not eligible:

• digital goods,

• customised items,

• hygiene/personal care items once opened,

• items marked final sale/non-refundable.