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OUR SHIPPING POLICY:

Last Updated: 1st July 2023

We understand that timely and reliable shipping is crucial for our customers and we are committed to providing the best shipping services through the help of our courier partners.

This Shipping Policy outlines the terms and conditions under which products purchased from our website www.ntcdental.com.my (the “Website”) are shipped and delivered.

  1. Shipping Destinations
    • We only ship to addresses within Malaysia (East Malaysia and West Malaysia) and do not offer international shipping.

2. Shipping Options and Rates

    • Standard Shipping time within the peninsular Malaysia region (West Malaysia) may take between 1-5 days with a flat rate of RM10 for orders below 5kg.  Products above 5kg may incur additional charges which will be communicated to you before shipping.

    • A flat rate of RM15 will be charged for shipment to East Malaysia and may take from 3-10 working days depending on your location. Certain products weights and sizes may incur additional charges for shipment to East Malaysia.

    • You may request for express shipping and we will do our best to ship out your parcel as soon as we can. Please note that this may or may not require additional charges which will be at our sole discretion.

3. Order Processing

    • Order processing time is typically between 1-3 business days.

    • Orders placed on weekends or holidays will be processed on the next business day.

    • Custom-made or special orders may have extended processing times, and may incur additional charges of which customers will be notified accordingly.

4. Shipping Confirmation and Tracking

    • After your order has been processed and shipped, you will receive a shipping confirmation email with tracking information.

    • You can track your order through the link provided in the email.

5. Shipping Restrictions

    • Certain products, such as hazardous materials or oversized items, may have shipping restrictions. This will be indicated on the product page and a special shipping service may be required.

    • Some dental equipment, especially those for professional use, may have additional shipping requirements and costs due to regulatory compliance. This will be communicated to you before shipping.

6. Delivery

    • We are not responsible for delivery delays due to weather, mishandling by the carrier, undeliverable addresses, incorrect contact information or any circumstance that is beyond our control.

    • If your package is not successfully delivered, it will be returned to our warehouse and a credit will be made to your account.

7. Damaged or Lost Packages

    • If your package arrives damaged, please contact our Customer Service within 48 hours of delivery.

    • If your package is lost in transit, please contact our Customer Service as soon as possible for assistance.

8. Changes to Delivery and Shipping Addresses

    • Changes to your order or shipping address can only be made before your order is processed for shipping.

    • Please contact our Customer Service immediately if you need to make changes.

For further information, you may refer to the FAQ outlined below:

Q: How long does it take to process and ship an order?
A: Once your order is confirmed and payment is received, we will process and ship it within 1-3 business days.

Q: How do you calculate shipping costs?
A: Shipping costs are determined based on the weight, dimensions, and destination of the package. During the checkout process, you will be provided with an accurate shipping cost before finalizing your purchase.

Q: Do you provide tracking information?
A: Yes, we provide tracking information for all orders. Once your package is shipped, we will email you the tracking number, allowing you to monitor the progress of your shipment online.

Q: Can I change the shipping address after placing an order?
A: Yes. You can change the shipping address before we ship out your order.  Once your order has been shipped, we are unable to change the shipping address. Please double-check your shipping information before confirming your purchase.

Q: What happens if my package is lost or damaged during transit?
A: In the unlikely event that your package is lost or damaged during transit, please contact our customer support immediately. We will initiate an investigation with the shipping carrier and work towards a resolution, either by replacing the damaged items or arranging for a refund.

Q: Do you offer international shipping?
A: Currently No, we only offer shipping within Malaysia. We do not provide international shipping services.

Q: Can I pick up my order from your physical store?
A: Yes, if you prefer to pick up your order from our physical store, you can make arrangement directly with us during office hours (8.15am – 4.30pm), avoid lunch hour (1pm – 1.45pm). We will notify you when your order is ready for collection.

Q: What if I am not available to receive the package?
A: If you are not available to receive the package at the designated delivery address, the shipping carrier will leave a notification with instructions for rescheduling the delivery or arranging for pickup at their nearest facility.

Q: Are there any restrictions on shipping certain dental equipment?
A: Some dental equipment may have specific shipping restrictions due to their size, weight, or regulatory requirements. Please refer to the product description or contact our customer support for any specific shipping restrictions.

Q: Can I request expedited shipping for urgent orders?
A: Yes, you may request expedited shipping services for urgent orders but the approval of such request will be at our sole discretion and an additional fee may apply.

Q: Can I combine multiple orders to save on shipping costs?
A: If you have placed multiple orders and they have not been shipped yet, please contact our customer support. We will do our best to accommodate your request and combine the orders if possible, to optimize shipping costs.

Q: Do you offer free shipping?
A: We may offer free shipping promotions from time to time. Please check our website or subscribe to our newsletter for updates on any ongoing free shipping offers.

**Please note that this comprehensive shipping policy covers most scenarios. If you have any additional questions or concerns regarding shipping, please contact our customer support for further assistance.

Contact Us

For any inquiries or issues regarding our Shipping Policy, please contact our Customer Service via email at salesntc.admin@ntcdental.com.my or by phone at 03-6250-2242.

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