Last Updated: 1 July 2026

This Shipping Policy explains how SAXCO Marketing Sdn. Bhd. (“SAXCO“, “we“, “us“, or “our“) processes and delivers orders placed through our website. By placing an order with us, you acknowledge that you have read and agreed to this Shipping Policy.

 

1. Order Processing

All orders are subject to product availability, payment verification, fraud screening, and order acceptance.

Orders are normally processed within 1–3 business days after full payment has been successfully received and confirmed.

Business days refer to Saxco Business Hours, excluding Malaysian public holidays.

Processing times may be extended during:

• Public holidays
• Promotional campaigns
• Product launches
• Peak shopping seasons
• Inventory audits
• Events beyond our reasonable control

 

Submitting an order does not guarantee immediate shipment. We reserve the right to cancel or refuse any order due to pricing errors, stock shortages, suspected fraudulent activity, payment issues, or other legitimate business reasons.

 

2. Shipping Coverage

We currently deliver to:

• Peninsular Malaysia
• Sabah
• Sarawak
• Selected international destinations

 

If your location is unavailable during checkout, please contact us before placing your order.

Certain remote locations may require additional delivery time or additional shipping charges.

 

3. Shipping Charges

Shipping charges are calculated based on one or more of the following:

• Delivery destination
• Parcel weight
• Parcel dimensions
• Quantity ordered
• Courier service selected
• Promotional shipping offers
• Special handling requirements

 

The applicable shipping charges will be displayed during checkout before payment is completed.

SAXCO reserves the right to revise shipping charges without prior notice.

 

4. Estimated Delivery Time

The following delivery estimates begin after the order has been dispatched.

Destination	Estimated Delivery Time
Peninsular Malaysia	1 – 5 Business Days
Sabah & Sarawak	5 – 45 Business Days
International Destinations	10 – 45 Business Days

Delivery estimates are provided for reference only and are not guaranteed.

Actual delivery times may vary due to:

• Weather conditions
• Courier delays
• Customs inspections
• Public holidays
• Remote delivery areas
• Force majeure events

 

5. Shipping Confirmation

Once your order has been shipped, you may receive:

• Shipping confirmation email
• Tracking number
• Courier details

 

Tracking information may require up to 24 hours to become active after shipment.

 

6. Courier Services 

We work with reputable logistics providers to ensure reliable delivery.

Depending on the destination, your order may be shipped using:

• DHL
• City-Link Express
• Lineclear
• Lalamove
• Grab
• Other authorised courier partners

 

We reserve the right to select the most appropriate courier without prior notice.

 

7. Delivery Attempts

Courier companies generally attempt delivery according to their internal policies.

If delivery cannot be completed because:

• nobody is available to receive the parcel;
• the address is inaccessible;
• the recipient cannot be contacted; or
• the delivery address is incorrect,

 

the parcel may:

• be returned to the courier depot;
• require customer collection;
• be returned to SAXCO.

 

Additional shipping charges may apply for re-delivery

 

8. Customer Responsibilities

Customers are responsible for ensuring that:

• their shipping address is complete and accurate;
• contact numbers are valid;
• someone is available to receive the parcel where required;
• delivery instructions are accurate.

 

SAXCO shall not be responsible for delivery failures caused by incorrect information supplied by the customer.

 

9. Change of Shipping Address

Requests to change the shipping address must be submitted before the order has been shipped.

Once an order has been dispatched, we may not be able to change the delivery address.

Any additional shipping costs resulting from an address change shall be borne by the customer.

 

10. Delayed Deliveries 

Although we strive to deliver orders promptly, delivery times are estimates only.

SAXCO shall not be liable for delays arising from:

• courier operational issues;
• customs clearance;
• severe weather;
• natural disasters;
• strikes;
• government actions;
• pandemics;
• transportation disruptions;
• technical failures; or
• other events beyond our reasonable control.

 

11. Lost Shipments

If your tracking information indicates that your parcel has not arrived within a reasonable period, please contact us.

We will assist in opening an investigation with the courier.

A shipment will generally be considered lost only after confirmation by the courier.

Replacement or refund decisions will be made after the courier completes its investigation.

 

12. Damaged Parcels 

Please inspect your parcel immediately upon delivery.

If the package appears damaged:

• take photographs before opening the parcel;
• retain all original packaging;
• notify us within 48 hours after delivery;
• provide your order number and supporting photographs.

 

Failure to report damage within the stated period may affect our ability to process your claim.

 

13. Partial Shipments

Where an order contains multiple products, we reserve the right to ship items separately based on stock availability.

Customers will not be charged additional shipping fees for split shipments unless otherwise agreed.

 

14. Incorrect or Missing Items

If you receive:

• incorrect products;
• missing products; or
• incomplete shipments,

 

please notify us within 7 calendar days after receiving your order.

Supporting photographs may be required.

 

15. International Shipping

International customers are solely responsible for:

• import duties;
• customs duties;
• VAT/GST;
• local taxes;
• customs brokerage fees;
• import permits;
• any other charges imposed by the destination country.

 

These charges are not included in the purchase price unless expressly stated.

Failure to pay applicable customs charges may result in the shipment being returned, abandoned, or destroyed by customs authorities.

SAXCO shall not be responsible for any resulting losses or costs.

 

16. Customs Clearance

International shipments may be opened and inspected by customs authorities.

Customs processing times vary by country and are beyond our control.

We cannot guarantee customs clearance timelines.

 

17. Refused Deliveries

If a customer refuses delivery for reasons unrelated to product defects or shipping errors by SAXCO, we reserve the right to deduct:

• original shipping charges;
• return shipping costs;
• customs fees (if applicable);
• payment processing fees; and
• any administrative costs

 

from any eligible refund.

 

18. Risk of Loss and Title

Risk of loss and responsibility for the products pass to the customer once the shipment has been delivered to the address provided during checkout or otherwise transferred in accordance with applicable law.

 

19. Force Majeure

SAXCO shall not be liable for any failure or delay in fulfilling its shipping obligations caused by events beyond its reasonable control, including but not limited to:

• acts of God;
• floods;
• fires;
• earthquakes;
• epidemics;
• pandemics;
• war;
• terrorism;
• governmental actions;
• labour disputes;
• transportation interruptions; or
• failures of telecommunications or utilities.

 

20. Changes to this Shipping Policy 

We reserve the right to amend this Shipping Policy at any time without prior notice.

The latest version will always be published on our website and becomes effective immediately upon posting.

 

21. Contact Us

If you have any questions regarding shipping, delivery, or this Shipping Policy, please contact SAXCO through the contact information published on our website.

We will make reasonable efforts to respond to your enquiry as soon as practicable.