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Where do you deliver?

We are mainly sending orders to anywhere in Malaysia. We do not deliver to P.O. Box address. 

Shipping to international addresses can be arranged upon request. Please contact us for more details. 

How long does it takes for delivery?

We will process and ship out your order within 3 business days once payment is completed. Customer may use the tracking information given via email to check the delivery status. Standard delivery is usually within 2-4 business days for west Malaysia, 5-12 days depending on the courier company. 

Please keep in mind that there might be delays during peak season (i.e. public holidays, festive season, sales season etc).

How much is the delivery fee?

We offer an affordable flat rate of RM 5 for all standard shipping within Peninsular Malaysia, which is inclusive of logistics fee, packaging, handling fee and tax. 

Standard shipping to Sabah and Sarawak is calculated based on weight. You may try to add items to cart and checkout to check the shipping rate before placing an order. 

First 1KG = RM 15.20, every additional 1KG = RM 7.50

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Can I choose a specific date and time for delivery?

(i) Pgeon / DHL ecommerce

All deliveries will be done by the courier company, customers are not able to choose a specific date and time for delivery. Their working hour from 9am-8pm (Monday-Saturday)

However, you can check your shipment status using the tracking information provided via email once your order is fulfilled. 

(ii) Lalamove

  1. We able to arrange delivery from Mondays to Sundays, in prior 3 days for us to prepare the order.
  2. Specific timed deliveries are not available. We only can arrange to deliver within a time frame, for example 10am - 11am.
  3. Although our team always try our best to ensure punctual delivery for our customers, Neko Neko Sweet House cannot be held responsible if a delivery is late due to unavailability of the delivery service that we use or anything else outside of our control.

How can I check the shipment status?

You will receive the tracking information via email once your order is fulfilled. You can use the information given to track your shipment. 

I missed the delivery, what should I do now?

If there is no one at the address at the time of delivery, a Delivery Note or message will be left behind for the customer to call back. You may communicate with the courier company for second attempt of the shipment or pick up at the nearest branch. 

The item was damaged during shipment, can you replace it?

We are not responsible for any damages done during shipment. However, we will help on your process for refund claims with the courier in charge. Depending on the respected courier company, refund may or may not occur. 

You may also refer to our Refund Policy

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