Shipping Policy

1 Order Processing

We understand that once you place an order, you want it dispatched as quickly as possible. Here is how our processing works:

1.1 Processing Time

• Orders placed before 2:00 PM (Monday–Friday): Processed and dispatched on the same business day.
• Orders placed after 2:00 PM: Processed and dispatched on the next business day.
• Orders placed on weekends or public holidays: Processed on the next business day.

1.2 What Happens During Processing

1. Order Verification: We confirm your order details, delivery address, and payment status.
2. Quality Check: Each item is inspected to ensure it is in perfect condition and within its expiry date.
3. Discreet Packaging: Your order is packed in plain, unbranded packaging (see Section 7 for details).
4. Handover to Courier: The parcel is handed to our courier partner for delivery.

2 Shipping Coverage & Timelines

We deliver to all states and federal territories across Malaysia, including Peninsular Malaysia, Sabah, Sarawak, and Labuan.

2.1 Estimated Delivery Timeframes

3 Shipping Fees

Our shipping fees are calculated based on the weight of your order and your delivery location. The exact shipping fee will be displayed at checkout before you confirm your purchase.

3.1 Standard Shipping Rates

Note: Shipping fees are subject to change without prior notice. The exact fee applicable to your order will always be displayed at checkout before payment.

4 Free Shipping

• Peninsular Malaysia: Free shipping on orders above the stated minimum spend (e.g., RM 150).
• Sabah & Sarawak: Free shipping on orders above a higher minimum spend (e.g., RM 250) due to higher courier costs.

Free shipping promotions are subject to change and may be withdrawn at any time. The current free shipping threshold will be clearly displayed on the website and at checkout.

5 Our Courier Partners

We work with established Malaysian courier services to ensure reliable, trackable delivery across the country. Our primary partners include:

• J&T Express: Fast, reliable delivery across Peninsular and East Malaysia, with strong coverage in urban areas.
• Ninja Van: Known for excellent delivery performance and wide coverage, including Sabah and Sarawak.
• Pos Laju: Malaysia's national courier with the widest reach, including remote and interior areas.
• SPX Express: A technology-driven courier offering fast delivery within 1–3 working days across Malaysia.

We select the most suitable courier for your order based on your location, parcel weight, and the courier's current service performance. The courier partner for your order will be indicated in your dispatch confirmation email.

6 Order Tracking

You will receive tracking information once your order has been dispatched. Here is how tracking works:

• Dispatch Confirmation: You will receive an email and/or SMS with your tracking number and a link to track your parcel.
• Courier Tracking: You can track your parcel directly on the courier's website using the provided tracking number.
• Delivery Updates: Some couriers provide SMS or email updates at key stages (e.g., out for delivery, delivered).

7 Packaging & Privacy

We understand that privacy is especially important when ordering health-related products. All Bio Sure Test Kit orders are packed with discretion.

7.1 Discreet Packaging

• Plain, unmarked outer packaging with no product names or descriptions visible.
• No indication of the contents on the exterior of the parcel.
• Generic return address labels.
• No company branding on the exterior.

7.2 Protective Packaging

• Products are wrapped in bubble wrap or protective material.
• Parcels are securely sealed to prevent accidental opening during transit.
• Weather-resistant packaging is used when necessary.

8 International Shipping

At present, Bio Sure Test Kit primarily serves customers within Malaysia. For international shipping inquiries, please contact us directly at support@biosuretestkit.com.

Reference: Medical Device Act 2012 (Act 737) — importation of medical devices into Malaysia requires an import permit from the Medical Device Authority (MDA).

9 Delivery Issues

While we strive for a smooth delivery experience, we understand that issues can occasionally arise. Here is how we handle them:

9.1 Damaged Items

• Report within 7 days of delivery.
• Email us at support@biosuretestkit.com with your order number and clear photos of the damage.
• We will review your case within 1 business day.
• If the damage is confirmed, we will arrange a replacement or refund.

9.2 Lost or Undelivered Parcels

• If your parcel has not arrived within the estimated delivery timeframe, please check with your neighbours or the reception/security desk first.
• If still not received, contact us and we will initiate an investigation with the courier.
• If the parcel is confirmed lost, we will reship your order at no additional cost.

9.3 Incorrect Items

• If you receive a wrong item, contact us within 48 hours of delivery with photos.
• We will arrange for the correct item to be shipped and organise the return of the incorrect item at our cost.

10 Public Holidays & Peak Seasons

Our shipping operations may be affected during public holidays and festive seasons. Please note the following:

11 Failed or Refused Deliveries

If delivery is unsuccessful due to any of the following reasons, the parcel may be returned to us:

• No one is available to receive the parcel at the delivery address.
• The delivery address provided is incorrect or incomplete.
• The recipient refuses to accept the parcel.
• The recipient fails to pay any applicable customs duties or taxes (for international orders).

In such cases:

• We will contact you to arrange redelivery. Additional redelivery charges may apply.
• If redelivery is not possible, we may refund the order value minus the original shipping cost and any return shipping charges incurred.

12 Contact Us

If you have any questions about our shipping policy or need assistance with your order, please reach out to us: