Terms and Conditions

SHIPPING POLICY

1.Where do you deliver?

Currently, our parcel services are only available in Peninsular & East Malaysia (Sabah & Sarawak). (International shipping will be launched in the future, do stay tune with us!

2. How much does shipping cost?

Shipping cost for Peninsular Malaysia is RM8. While for East Malaysia (Sabah & Sarawak) is RM12.

3. How much and how long does delivery take?

For delivery within major cities, it usually takes one day (NEXT day) to deliver a parcel within Peninsular Malaysia areas. Meanwhile, it takes about 2-3 days to deliver a parcel from Peninsular Malaysia to East Malaysia (Sabah & Sarawak). It might take longer if an address is categorised as out of delivery area (ODA), which may take 3-5 days for delivery. Next day delivery is for orders paid before by 3pm every day. Excluding Saturday and Sunday.

4. Has my order been shipped out yet?

Once your order has been processed and packed, we will email you a unique tracking code for you to keep tabs on the status of your parcel at all times. This tracking code is sent to your registered email address. Please check your Junk Mail in case it’s there!

Paid orders made before 12pm will be shipped out on the day itself. Orders made after that will be shipped the next day.

5.How can I track my order?

To track your order, please use the tracking ID sent to you in the confirmation email your items have been shipped out. As a precaution, please keep the receipt of the delivered product.

6. What if the item I received is faulty!

We apologize profusely for this blunder and we hope it doesn’t deter you from making future purchases. We want you to have a good experience with us so if a faulty item is sent to you, please let us know immediately.

Take a photo of your item (the part that is faulty) and include a short description along with your order ID and send to info@wearesugarbomb.com . We will exchange your item for a new one. In the event your faulty item is out of stock, we will reimburse the amount that you have paid.

7. I received an incorrect item.

Oops! But not to worry! Send an email to info@wearesugarbomb.com with your order ID and we’ll have it shipped out to you ASAP!

8. An item is missing from my order.

Do let us know immediately via email at info@wearesugarbomb.com along with your order ID and we’ll get it sorted out for you.

9. Which address should I ship my order to?

If you work, it would be advisable to ship to your office address because postal services like PosLaju operate between 8:30am to 8:00pm on weekdays and 8:30am to 5:00pm on Saturdays.

If no one is physically able to collect your parcel on delivery after two attempts, your parcel will either be held at the nearest PosLaju office to you or sent back to us.

10. Can I self-collect?

Yes, you may, but you will need to call +60189003846, +60189003435, +60189006828 or email us at info@wearesugarbomb.com to set an appointment. After setting a time and date, we will let you know what our address is.

11. If I choose Cash on Delivery, can I get my parcel on weekends and public holidays?

Yes, of course! Your orders will be processed every working day till Saturday 1pm (excluding public holidays). Just email us at info@wearesugarbomb.com and specify the preferred time and date to receive your parcel any time of the year.

 

 

RETURN POLICY

1. How do I return something to you?

You can return any item to us within 30 days of receiving your order (just make sure your items are in the original condition). Email us at info@wearesugarbomb.com and provide us with your order number, name of item and the reason for returning. Our customer service representative will be happy to assist you with the return process.

2. Will you refund me my delivery charge?

Shipping costs are borne by the customer and we are not liable until item reaches our office.

3. I have been refunded the incorrect amount.

Oops! But not to worry! Send an email to info@wearesugarbomb.com with your order ID and we’ll have it sorted out for you ASAP!

4. Have you received my returned items?

We will email you as soon as we receive and process the parcel to let you know that it is safely in our hands.

5. I returned an item and it was incorrectly refunded or replaced.

Not to worry! Send an email to info@wearesugarbomb.com with your order ID and we’ll have it sorted out for you ASAP

6. Can I come and return in person?

Yes, but you must make an appointment first before you pay us a visit! Email our #TeamSugarbomb at info@wearesugarbomb.com