Shipping policy

Thank you for shopping with Re{me}dy. We’re committed to delivering your products safely, sustainably, and as quickly as possible. Below is our shipping policy to guide your purchase experience.

Where We Ship

We currently ship within Malaysia and to Singapore.

Our ethos is to be Better for our Planet and hence the reason why we choose only to ship within Malaysia + Singapore to ensure we are responsible for our own carbon footprint.

Shipping Methods & Delivery Times

SHIPPING	ESTIMATED DELIVERY TIME	RATE
West Malaysia	5 - 9 Business Days	RM12 (Free for orders > RM100)
East Malaysia	7 - 14 Business Days	RM12 (Free for orders > RM100)
Singapore	7 - 18 Business Days	RM25 (Free for orders > RM250)

Order Processing

There are two parts to the process:

Packing & Preparing Your Order
Delivery by Our Logistics Partner (GDEX)

1. Packing & Preparation

We pack orders on the next working day after they are placed. Our working days are Tue to Sun : 11am - 6pm, while GDEX operates from Mon to Fri.

Here’s how it works:

Orders placed on Sat → Packed on Sun, picked up by GDEX on Tue
Orders placed on Sun or Mon → Packed on Tue, picked up and delivered starting Wed

2. Delivery

We work with GDEX for all deliveries. Once your order is shipped, you’ll receive tracking details via email. While we strive to ensure timely delivery, please note that we are not the logistics provider, and delays may occasionally occur due to public holidays, customs processing, or courier backlogs.

*NOTE - GDEX is supposed to do pick-ups on SAT (8am - 2pm) We have tried to arrange pick-ups several times, but they never came. We brought it up many times, but there was no avail. And unfortunately, we still find GDex one of the most reliable logistics partner so far so that is why we still stick with them.

Tracking Your Order

Once shipped, you’ll receive a tracking number via email. You can track your order via the courier’s website or reach out to us at hello@remedy.my if you need help.

You can track your order from GDEX's tracking page, here.

Shipping Issues

If you have issues tracking your parcel, your parcel hasn't arrived 5 days after the estimated arrival date, lost, or arrives damaged, please contact us at hello@remedy.my. We’ll try our best to work with our courier partner to resolve the issue.

*Note: In the event that a product arrives damaged, the recipient must notify us in writing within 48 hours (2 calendar days) of receiving the parcel. Notification must include clear photographic evidence of the damage and the packaging. Failure to report the issue within this timeframe may result in the claim being denied.

Undeliverable Parcels

If a delivery attempt fails due to incomplete, incorrect, or unreachable contact information or address, or if the courier is unable to reach the recipient after multiple attempts, the parcel may be returned to us.

In such cases:

Re-delivery fees will apply and must be borne by the customer.
If the parcel is returned and the customer chooses not to proceed with re-delivery, a refund (if applicable) will be issued minus original shipping costs and return charges incurred.
We are not responsible for delays or losses caused by incorrect shipping details or failure to respond to courier contact attempts.

Please ensure that your shipping address and contact number are accurate and reachable during delivery hours.

Self Collection

The self-collection option is currently unavailable for online orders. This is due to previous instances where customers provided only email contacts, making it difficult for us to coordinate pickups. As a result, uncollected orders were left pending for extended periods. To ensure a smoother experience for all customers, we now require all online orders to be shipped.
If you’d like to self-collect your order from our store, please directly message us on WhatsApp or call us to arrange. You will need to provide us your CONTACT number + estimated date of pick up.
Orders placed for self-collection that are not collected within 3 months from the date of purchase will be considered forfeited and non-refundable. This is due to the storage costs and resources required to hold the items over an extended period.

Questions?

We’re always here to help. Drop us a line at hello@remedy.my for any shipping-related concerns.