AURA VITA SDN. BHD. is committed to delivering your skincare, cosmetics, health supplements, beauty devices, and accessories safely and on time. This policy explains how and when your order will reach you.
1. Order Processing
- Orders are processed on working days (Monday – Friday, 9:00 AM – 6:00 PM, GMT+8), excluding public holidays.
- Orders placed after operating hours, on weekends, or on public holidays will be processed on the next working day.
- Orders are dispatched only after payment has been successfully confirmed.
- During promotional campaigns or peak seasons, processing may take slightly longer. We will notify you of any significant delay.
2. Domestic Delivery (Malaysia)
- Standard Shipping (Peninsular Malaysia): 2 – 4 working days.
- East Malaysia (Sabah & Sarawak): 5 – 7 working days.
- Courier Partners: We partner with reputable national express couriers to ensure secure delivery.
Delivery timelines are counted from the date of dispatch and are estimates only. Remote areas, weather conditions, public holidays, and courier operational issues may cause delays beyond our control.
3. Shipping Fees
Shipping fees are calculated at checkout based on the delivery destination and the weight and size of your order. The final shipping charge will be shown to you before you confirm payment. All prices are in Malaysian Ringgit (MYR) unless stated otherwise.
4. International Shipping
We ship selected beauty products, devices, and accessories globally. Shipping rates, delivery timelines, and applicable import duties/taxes vary by destination country and will be calculated at checkout.
- Certain products, including some health supplements, may be restricted from export or import in some countries and will not be available for international delivery.
- Customers are responsible for any customs duties, import taxes, or clearance fees imposed by the destination country, unless stated otherwise at checkout.
- Delays caused by customs inspection or clearance are outside our control.
5. Order Tracking
Upon dispatch, a shipping confirmation email containing your tracking number and logistics carrier details will be sent to your registered email address. You may use the tracking number on the courier's website to follow your parcel's progress. If you do not receive a confirmation email, please check your spam folder or contact us.
6. Delivery Address & Failed Deliveries
- Please ensure your shipping address and contact details are complete and accurate at checkout. We are not responsible for delays or losses caused by incorrect information provided by the customer.
- Requests to change a delivery address must be made by emailing us before the order has been dispatched.
- If a parcel is returned to us due to an incorrect address or repeated failed delivery attempts, re-delivery charges may apply.
7. Damaged or Incorrect Items
Please inspect your parcel upon receipt. Items damaged during transit or incorrect items received must be reported within 7 calendar days of receipt with photographic evidence of the parcel, packaging, and item. See our Return & Refund Policy for details.
8. Wholesale & Bulk Deliveries
Custom freight, palletization, and shipping terms (FOB/CIF) are arranged directly for commercial wholesale orders through our account managers. Delivery timelines for bulk orders depend on order volume, stock availability, and destination, and will be confirmed in your quotation. Please reach us through our Contact Us page for freight quotes.
9. Contact Us
For any questions about shipping or the status of your order, reach us through our Contact Us page and include your order number. Our team responds within 24 business hours.