Delivery Policy

Last edited on the 26th February 2014.

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LOCAL DELIVERIES

Local Delivery Period

Delivery period is a combination of Dispatch Procedures (elaborated below) in addition to delivery after dispatch.

1. Free Delivery

The term Free Delivery would mean the standard postage of Pos Malaysia be used. Standard postage of Pos Malaysia is via LAND and SEA. It normally takes 3-5 working days for Semenanjung orders, and 1-2 months for East Malaysia orders from the date of dispatch.

2. Air Delivery

The term Air Delivery would mean the delivery would be done via LAND and AIR. Air Delivery is only applicable for East Malaysia orders, which are Sabah and Sarawak orders. It normally takes 3-6 working days from the date of dispatch and there is a fee charged for the Air Delivery.

3. Expedited Delivery

The term Expedited Delivery would mean the delivery done via Pos Laju or other couriers. It normally takes 1-3 working days from the date of dispatch and there is a fee charged for Expedited Delivery.To estimate the Expedited Delivery price, please use Parcel weights of ‘Product Weights’ + 1kg (for packaging), and visit Pos Laju Rates for a rough estimate.

Please be aware, the approximate delivery time reflects the time once a parcel is dispatched from us. The times mentioned does not apply to Remote Areas in Malaysia. BearMode Supplements does not guarantee if the delivery times are respected. Delivery time is an addition to our Dispatch Procedures below.

Local Dispatch Procedures

We operate on a back to back order basis, whereby every confirmed order is then given to our supplier who is the sole supplier of Horleys Supplemnts in Malaysia. It takes 5 working days for the order to be processed and given to us. Once we obtain the product, we dispatch it the same day or the next working day. We do not hold stocks, therefore no loss of shelf life. We GUARANTEE you the freshest stocks you can get your hands on in Malaysia. If for any reason an item on your order is out of stock or unavailable, you will be notified. You will also be notified once your order is dispatched so you have a clear picture of when to receive the parcel.

Local Delivery Charges

All delivery is FREE within Malaysia including Sabah & Sarawak. The standard postage of Pos Malaysia (via land and sea) will be used for most free deliveries. For Semenanjung Malaysia deliveries, customers have the choice to choose the ‘Free Delivery’ service or the ‘Expedited Delivery’ service, in which the ‘Expedited Delivery’ service will have an aditional charge and be quoted to you. East Malaysia customers will have the choice of ‘Free Delivery’, ‘Air Delivery’, and ‘Expedited Delivery’, in which both ‘Air Delivery’ and ‘Expedited Delivery’ will have an additional charge and be quoted to you. For International Deliveries, please refer below.

Parcel weights will be the sum of ‘Product Weights’ + 1kg (for packaging).

Local Cash On Delivery (COD)

Cash on delivery is only available at locations near Subang Jaya. Please contact us and we will inform you if we provide COD service to a location near you. There will be an additional charge of RM15 for the COD service. Meeting points at Subang Jaya, Putra Heights, and Bandar Sunway DOES NOT require a COD fee. For cases of COD, a downpayment of minimum RM50, or 20% of the full payment (which ever is higher), is needed before the order process will begin.

Cutoff Times

Every confirmed order (payment made and verified by us) that is before 9.30am will be processed the same day. Confirmed order made after 9.30am will be processed the next working day.

Local Delivery Address

When placing your order, please ensure your delivery address is correct. It is recommended to provide a business address for delivery if no one is likely to be home during business hours. If sending to a business address, please ensure you include the company name.

Local Failure of Delivery

BearMode Supplement is not responsible for failure of delivery of an order due to an incorrect or insufficient address being supplied. If sending to a business address, please ensure you include the company name.

Local Return To Sender

All Parcels returned to sender (BearMode Supplements) will be informed to the customer. Reasons for the return due to incorrect address supplied by the customer, acceptance refusal, or unclaimed from post office will incur an RM10.00 processing fee on top of the re-postage fee before the parcel is resent back to the customer. BearMode Supplements will continue to keep the parcel for 3 months from the start of the ‘order process’ for the customer to make necessary payments for the parcel to be resent back. After 3 months from the start of the ‘order process’ and no payments were made for the parcel to be resent back, BearMode Supplements has the rights to forteit the product(s) and resell the product(s) without returning a refund.

Local Returns

Products sold are unreturnable or refunable unless stated below. Products are manually inspected for defects before shipment and any visible defects will not be sent to customers. BearMode Supplements is not liable for damage cause during shipment and parcels are packaged in accordance to Pos Malaysia standards. In the event BearMode Supplements sent you an incorrect product that you did not order and you wish to exchange it for the product that was origincally ordered, this can be done within 14 days of receiving the parcel. Under this curcumstance, BearMode Supplements will accept return of the goods and cover return postage costs, provided the product is unopened, undamaged and in resellable condition.

Prior to sending back any goods, the customer must contact us by email at BearMode.com@gmail.com or phoning us on 012-7822633 to determine if the request for return meets the requirements. Instructions for the return will be given then. It is the customer’s responsibility to ensure that all products are suitably packaged in order to prevent damage during return shipping. Please allow up to approximately 15 working days (or possibly longer due to stock availability) for replacement products to be received.

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INTERNATIONAL DELIVERIES

BearMode Supplement accepts international shippings and we would use Regular Air Mail with tracking included for international customers. We may use a registered courier instead. Tracking number given is not to be regarded as full tracking and may not show results for final delivery. Delivery prices will be quoted individually and it takes approximately 4-9 working days or more for the parcel to reach your country from dispatch date. Please be aware, the approximate delivery time reflects the time once a parcel is dispatched from our operations. You can refer to our Dispatch Procedures above for the time taken to dispatch your parcel.

International Delivery Address

Same as local deliveries. Please check above.

International Payment Method

All transactions are made in Malaysian Ringgit (MYR) via bank transfer. If unable to comply with that dealing method, the use of third party service, PayPal will be used. There will be an additional 4% PayPal service charge from the sum of the products and delivery cost. Eg, Product costs RM500, delivery costs RM50, total RM550. Additional of 4% is for PayPal’s service fee of RM22. The grand total to pay would be RM572. PayPal would accept credit cards of any currency and BearMode Supplements will obtain MYR.

Once the quotation is completed, BearMode Supplements will send an invoice to you via PayPal and once the payment is completed, we will begin the order process.

International Not Around At Time Of Delivery

Regular Air Mail: If no one is at the specified delivery address to receive the parcel, your country’s local postal service may notify you and you will need to collect the parcel from your local post office. Registered Courier: If no one is at the specified delivery address to receive the parcel, a calling card may be left so you can call the courier to arrange a more suitable time for delivery.

Sometimes notification cards are accidentally discarded, so if you believe your parcel should have arrived, please check with your local post office or the courier company as your parcel could be waiting for you. If a parcel is returned to BearMode Supplements due to a customs seizure, please refer to ‘Return to Sender’ below.

International Customs & taxes

It is the customer’s responsibility to ensure that what they order (and the quantity) is not restricted in their destination country. BearMode Supplements does not take responsibilty for the actions of customs in any destination country. If a parcel is seized due to restricted items or for tax purposes, it is the customer’s responsibility to be in contact with their customs office and resolve the issue. If a parcel is returned to BearMode Supplements due to a customs seizure, please refer to ‘Return to Sender’ below.

International Failure of Delivery

BearMode Supplements is not responsible for failure of delivery of an order due to an incorrect or insufficient address being supplied. If sending to a business address, please ensure you include the company name. If a parcel is returned to BearMode Supplements due to a customs seizure, please refer to ‘Return to Sender’ below.

International Return To Sender

All Parcels returned to sender (BearMode Supplements) due to incorrect address supplied by the customer, acceptance refusal, or unclaimed from post office will incur a return fee and a processing fee. This return fee will be the same cost that you initially paid for shipping of your order while the processing fee is RM10.00. Customers who wish to have their parcel re-sent to them, will need to pay a repostage fee (on top of the return fee and processing fee). If you do not want the same parcel resent, you will have the option of a credit exchange. However, to receive a credit exchange, the products returned must be received unopened, undamaged and in a resellable condition. The credit exchange will be for the cost of the product(s) only, less the return shipping fee, and less a processing fee of RM10.00.

Example: Horleys Product RM300 + Shipping Fee RM50 = RM350. Scenario A, you want the same products shipped. There will be a RM50 (governed by your shipping fee) returning fee for the parcel be sent back to us, a processing fee of RM10 (fixed number), and a reshipping fee back to you of RM50 (governed by your shipping fee). Therefore, the customer needs to top up another RM110 before the parcel is resent to you. Scenario B, you want a credit transfer for a different product. There will be a RM50 (depending on your initial shipping fee) returning fee for the parcel be sent back to us and a processing fee of RM10 (fixed number). RM300 – RM50 – RM10 = RM240 Credit Transfer to purchase other products. Credits can only be exchangeble for goods sold in BearMode Supplements.

International Returns

Return policy for international customers are the same as local customers. Please refer above at ‘Local Returns’.

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