Thank you for purchasing SINOMAX products. These delivery terms and conditions apply only to orders placed via the official online store for delivery to Malaysia. All products (purchased through the Malaysia official online store) are made-to-order and will only be produced after the order is received.
1. Payment and Delivery
Full payment must be completed at checkout before we process and dispatch your order.
2. Applicable Products and Delivery Method
This delivery service applies exclusively to mattresses, pillows, and mattress toppers purchased through the SINOMAX Malaysia Online Store. All items are delivered directly to your doorstep via air express; actual delivery coverage is subject to regions serviced by our logistics provider.
3. Estimated Delivery Time
Once an order is confirmed and paid for, items are generally delivered to the specified address in Malaysia within 10 business days. This timeframe is an estimate; actual delivery times may experience delays due to international flights, customs inspections, incorrect customer details, or local courier arrangements.
4. Delivery Fees and Surcharges
- Delivery is limited to Malaysia. Required shipping fees are displayed at checkout and include a single delivery attempt.
-
Remote Area Surcharge: If the delivery address is classified as a remote area by the logistics provider, a "Remote Area Surcharge" may apply. This charge is the customer’s responsibility, and delivery to these areas may require extra time. Please consult customer service prior to placing an order if you have questions.
-
Additional Charges: Extra fees may apply under the following circumstances and must be borne by the customer (subject to the courier's actual rates):
-
Failed delivery attempts requiring re-delivery (e.g., recipient unavailable, incorrect address).
-
Special delivery conditions (e.g., high floors without elevators, difficult handling).
-
Change of delivery address (see Section 5).
-
Any extra fees not displayed at checkout will be communicated prior to delivery and must be paid by the customer.
-
5. Provision of Accurate Delivery Information
Customers must provide a complete and accurate delivery address in English, postal code, and a valid Malaysian contact number. Delays, delivery failures, or extra charges arising from incorrect customer information are the sole responsibility of the customer. Address changes post-order confirmation must be submitted to customer service within 2 business days; late requests will not be accepted.
6. Delivery Arrangements and Sign-off
Couriers will deliver items to the address provided. Standard service covers delivery to the Ground Floor Entrance of the building only. Drivers are not obligated to carry items upstairs or inside the residence. If no one responds during delivery, the courier may attempt a re-delivery. Please monitor courier notifications. Any additional fees incurred from repeated delivery attempts due to customer reasons will be charged to the customer.
7. Inspection and Receipt Responsibilities
Product transit is managed entirely by third-party couriers. SINOMAX is responsible only for product integrity prior to dispatch and assumes no liability for damage occurring during international transit. Upon receipt, if you discover any damage, please take photos immediately as evidence. Contact our customer service team within 3 business days with your order number and clear photographs of the damage. Unreported cases past this period will be deemed as goods delivered in good condition. All orders in Malaysia do not include warranty or repair services.
8. Taxes, Duties, and Clearance Fees
All shipments to Malaysia are subject to current Malaysian import, customs, and tax regulations. Applicable duties and import taxes are calculated at checkout and paid by the customer along with the order.
Under normal circumstances, no additional payment for duties and taxes will be requested upon delivery. However, any extra taxes, duties, clearance fees, or statutory costs arising beyond our reasonable control will be the responsibility of the customer.
9. Returns, Exchanges, and Refund Policy
All products for Malaysia orders are custom-made upon receiving the order. Customers must carefully review order details (including quantity, model, and size) before placing an order. Once confirmed and paid, orders that have entered production cannot be canceled, returned, or refunded due to personal preference, wrong selection, or non-quality issues.
Due to the custom nature of products and hygiene concerns upon opening, confirmed and paid made-to-order products cannot be returned, exchanged, or refunded. If a product arrives damaged, defective, or with quality issues, please follow the procedure in Section 7 to contact customer service for case-by-case handling.
10. Force Majeure
SINOMAX is not liable for service suspensions or delays caused by events beyond reasonable control, including extreme weather, natural disasters, war, epidemics, strikes, customs delays, or logistics disruptions. Performance obligations will be suspended until the event resolves. Customers are not entitled to cancel orders or claim damages for delays caused by force majeure.
11. Amendments
SINOMAX reserves the right to modify these terms at any time. The latest version published on the official Malaysia website shall prevail.
