Shipping policy

 

Shipping & Delivery Policy

1. Shipping Coverage & Restrictions

At Chill Journey, we specialize in professional-grade solid fuel products. Due to strict logistics regulations and safety requirements for flammable solids:

  • Peninsula Malaysia Only: We only accept orders and provide shipping within Peninsula (West) Malaysia.

  • No East Malaysia Shipping: We do not sell or ship to East Malaysia (Sabah, Sarawak, and Labuan). Any orders placed with a shipping address in East Malaysia will be automatically cancelled and refunded.

  • No International Shipping: We do not offer shipping to addresses outside of Malaysia.

2. Order Processing Time

  • All orders are processed within 1-2 business days.

  • Orders are not processed, shipped, or delivered on weekends or public holidays.

  • If we experience a high volume of orders, processing may be delayed. We will notify you via email if a significant delay is expected.

3. Shipping Rates & Delivery Estimates

Shipping charges are calculated based on the weight of your order and will be displayed at checkout.

Region Estimated Delivery Time Shipping Method
Peninsula Malaysia 2 – 4 Business Days Standard Ground Courier -Spx/Gdex

Note: Delivery times are estimates provided by our couriers. Delays may occur during peak seasons or due to carrier issues.

4. Special Handling for Fuel Products (Safety Compliance)

Our solid fuel blocks are classified as flammable solids. To ensure the highest safety standards during transit:

  • All orders are shipped via Standard Ground Courier to comply with flight safety regulations.

  • Products are packed in secure, leak-proof, and impact-resistant packaging to prevent damage during handling.

5. Shipment Confirmation & Order Tracking

You will receive a Shipment Confirmation email once your order has been handed over to our courier. This email will contain your tracking number, which typically becomes active within 24 hours.

6. Damages and Missing Packages

If your order arrives damaged, please contact our support team at chilljourneysg@gmail.com within 48 hours of delivery.

  • Please provide your order number and clear photos of the damaged packaging and product.

  • Retain all packaging materials and damaged goods as they may be required for the carrier’s claim process.

7. Incorrect Shipping Address

Please double-check your address at checkout. Chill Journey is not responsible for packages delivered to an incorrect address provided by the customer. If a package is returned to us due to an incorrect address, the customer will be responsible for the cost of re-shipping.

Contact Us

If you have any questions regarding our shipping policy, please contact us:

  • Email: chilljourneysg@gmail.com

  • Business Hours: Monday - Friday, 9:00 AM - 6:00 PM