Delivery Policy

LOCAL DELIVERY

Last Updated: 11 June 2019

What are the types of local delivery?

There are  3 types of local delivery to Malaysia:
1) Free Delivery
2)Air Delivery
3)Expedited Delivery (Pos Laju)
4)COD (cash on delivery)

What postal service do you use?

We use Pos Malaysia for all shipping. All shipping is registered and can be tracked in the Pos Malaysia website. Postal insurance is also available upon request. Insurance charges may differ from time to time.

Free delivery

Free delivery is standard postage via land/sea. Product delivery will take up to 13 days from day of payment for semenanjung. For Sabah/Sarawak, standard postage will take up to 2 months.

Air Delivery

Air Delivery is only applicable for Sabah/Sarawak. This is standard delivery but via air. Product delivery will take up to 13 days from day of payment. There is additional charge for this type of delivery.

Expedited Delivery (Pos Laju)

Expedited delivery is delivery via Pos Laju. Product delivery will take up to 8 days from day of payment for semenanjung/Sabah/Sarawak. Please contact bearmode if you wish to use this delivery method. There is an additional charge depending on receiver location.

COD (Cash on delivery)

All meeting points for COD will be in Subang/USJ. Please contact us to make an arrangement. Bearmode reserves the right to ask for a non-refundable, 50% down payment if this method of delivery is selected.

Local Delivery Charges

Any delivery that is not “free delivery” has an additional charge. This additional postage charge will be based on Pos Malaysia’s rates. Charges are calculated based on “total product weight” + 1kg (for packaging).

Local dispatch procedure

All orders are back to back basis. Every confirmed order takes up to 5 working days to be ready for shipping. The delivery times stated here is inclusive of this process. Example (free delivery): Time taken to process order = 5 days. Time taken to ship = 7 days. Total time taken = 12 days.

Cutoff Times

Every confirmed order (payment made and verified by us) before 1pm will be processed the same day. Confirmed orders made after 1pm will be processed the next working day.

Local Delivery Address

BearMode is not responsible for failure of delivery of an order due to incorrect or insufficient address being supplied. In the event that the mistake was done by us, we will arrange for a full refund or ship you a new product.

Cutoff Times

Every confirmed order (payment made and verified by us) before 1pm will be processed the same day. Confirmed orders made after 1pm will be processed the next working day.

Local Delivery Address

BearMode is not responsible for failure of delivery of an order due to incorrect or insufficient address being supplied. In the event that the mistake was done by us, we will arrange for a full refund or ship you a new product.

Returned To Sender

All parcels returned to BearMode will be informed to the customer. BearMode will charge RM10 processing fee on top of any fees charged by the postal service before the item is reposted. BearMode will keep the parcel for 3 months from the day of payment confirmation. After 3 months BearMode has the rights to forfeit the product(s) without returning a refund.

Damaged or missing goods due to delivery

All products sold are non-refundable. BearMode has taken care to package and ship all products without defects. If a product arrives at your door damaged or missing, it will then be between you (the customer) and Pos Malaysia. This link lists the liabilities and indemnity for Pos Malaysia. Make sure to take many pictures for evidence.

Any damage claim must be done with Pos Malaysia and within 48 hours. BearMode will facilitate the process by providing documents such as receipts and making any reports as necessary. It is recommended that the customer purchase postal insurance should they worry about damage due to the courier’s service.

Wrong product shipped

In the event that a product is wrongly shipped, and you wish to exchange it, BearMode will cover all return and re-postage costs provided the product is unopened, undamaged and in resellable condition.

Customers must notify us within 14 days after receiving the item (based on “date received” in Pos tracking system) by email at BearMode.com@gmail.com or phoning/whatsapp 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 13 working days for replacement products to be re-delivered.

INTERNATIONAL DELIVERY

Last Updated: 11 June 2019

Types of INTERNATIONAL DELIVERIES

We only have 1 method of delivery for international customers. It will be normal parcel delivery via air. There is no expedited parcel delivery.

What postal service do you use?

We use Pos Malaysia for all shipping. All shipping is registered and can be tracked in the Pos Malaysia website. Postal insurance is also available upon request. Insurance charges may differ from time to time.

Delivery time

It will take 5 days from date of payment for the product to be shipped from BearMode. Pos Malaysia estimates delivery time of up to 15 working days. Therefore the estimated delivery time is up to 20 working days. However do note that unexpected delays can be caused due to customs.

International Payment Method

For international customers, Paypal will be the preferred method of payment. Paypal has an additional 4% service charge.

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 responsibility 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. BearMode will charge RM10 processing fee on top of any fees charged by the postal service before the item is reposted. BearMode will keep the parcel for 3 months from the day of payment confirmation. After 3 months BearMode has the rights to forfeit the product(s) without returning a refund.

Example: Horleys Product RM300 + Shipping Fee RM50 = RM350.

Firstly, there will be a shipping fee of RM50 for the postal service to return the item to us. We will then add a processing fee of RM10, and finally reshipping the product back to you for a fee of RM50. Therefore, you as the customer will need to top up another RM110 before the parcel is resent to you.

Damaged or missing goods due to delivery

All products sold are non-refundable. BearMode has taken care to package and ship all products without defects. If a product arrives at your door damaged or missing, it will then be between you (the customer) and the postal service. Pos Malaysia relies on the foreign country’s postal service to deliver its parcel. Any complaints or claims must first be filed with the local postal service.
 
BearMode will facilitate the process by providing documents such as receipts and making any reports as necessary. It is recommended that the customer purchase postal insurance should they worry about damage due to the courier’s service.