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- We aim to deliver your order within 1-3 working days to West Malaysia and 3-5 working days to East Malaysia (excludes weekend and public holiday).
- Working days are defined as Mondays to Fridays.
- Delivery time is based on estimation. All items can be subjected to customs inspection which may require additional days
- We will not be responsible for lost in transition deliveries.
- Roots Basic Sdn Bhd reserves the right to amend shipping and handling charges as and when required
- Roots Basic Sdn Bhd reserves the right to reject orders from selected addresses or credit cards that Roots Basic believes to be fraudulent in nature.
- International orders are shipped via express international courier – approximately 4-7 working days.
- Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel as we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.
- We only deliver to an address that is not a PO Box. Someone must sign the acceptance form of the package at the stated delivery address.
- City-Link Express and Poslaju Malaysia is our local delivery partners in Malaysia.
- Please track your order directly through our delivery agents on their websites with your tracking number. Your tracking number will be emailed to you after your package has shipped
A) CANCELLATION OF ORDER
- We will refund the amount paid if the order is cancelled due to the unavailability of goods
- Once order is confirmed and submitted by the customer, cancellation will not be entertained
B) CONFIRMATION OF ORDER
An electronic acknowledgement will be sent to the customer within 24 hours upon successful submission of the order. If items ordered are unavailable, we will notify the customer for further action.
C) PROCESSING TIME
- Paid Orders made after 3pm will be processed on the next working day.
- Please note that there may be certain orders that we are unable to accept and must cancel. We reserve the right, at our sole discretion, to refuse or cancel any order for any reason.