Shipping Policy

SBL Healthcare Sdn. Bhd.
Phone Number: +6012-513 8410

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1. Order Processing and Standard Delivery Time

At SBL Healthcare Malaysia, we are committed to providing safe, reliable, and efficient delivery for all our health supplement and complete nutrition products, including the Grosure® range of diabetic milk powders.

Most orders are processed within two (2) business days upon successful payment confirmation.
Orders placed before 1:00 PM (GMT +8:00) are usually dispatched within 1–7 business days.
Orders placed on Saturdays, Sundays, or public holidays will be processed on the next working day. (Working days exclude Saturdays, Sundays, and public holidays.)

Order processing time may take longer during peak seasons, festive periods, promotional campaigns, or stock shortages.

All orders are subject to stock availability and verification.
SBL Healthcare reserves the right to delay or cancel any order if payment cannot be verified, stock is insufficient, or a system error occurs in pricing or shipping calculation.
In such cases, a full refund will be issued, and SBL Healthcare shall bear no further liability for any loss or inconvenience caused.

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2. Estimated Delivery Time

Estimated delivery durations once dispatched:

• Peninsular Malaysia: 2 – 5 business days

• East Malaysia (Sabah & Sarawak): 5 – 10 business days

Delivery timeframes are estimates only and depend on the performance of third-party courier services. Actual delivery time may vary based on your location and courier schedule.

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3. Address Accuracy and Delivery Responsibility

Customers are responsible for ensuring that all delivery address details and contact information are accurate and complete at the time of purchase.
Once payment has been made, no change of shipping address will be accepted.

If a parcel is returned due to incorrect or incomplete information, the customer must bear all reshipping and handling costs.
SBL Healthcare shall not be liable for any delays, losses, or non-deliveries caused by inaccurate details or the courier’s inability to contact the recipient.

Customers are encouraged to track their parcel status using the tracking number provided upon dispatch.

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4. Packaging and Handling

All products are carefully inspected, sealed, and packed before shipment to ensure product safety and integrity.
However, minor packaging imperfections (such as dents or scuffs) that do not affect product quality or safety shall not be considered damage or valid grounds for return or refund.

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5. Transfer of Risk

All risk of loss or damage transfers to the customer once the parcel has been collected by the courier company.
While SBL Healthcare takes every precaution to ensure secure packaging, we cannot be held responsible for any damage, delay, or mishandling caused by third-party logistics providers after dispatch.

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6. Delayed, Lost, or Missing Shipments

A parcel is deemed lost if it remains in the courier system for more than fifteen (15) business days without successful delivery.

In such cases, SBL Healthcare will liaise directly with the courier for investigation. A replacement or refund will only be arranged after official confirmation from the courier that the parcel is irretrievably lost.

SBL Healthcare shall not be liable for any indirect, consequential, or incidental damages (including emotional distress or financial loss) caused by courier delays, system errors, or events beyond our control such as natural disasters, pandemics, government restrictions, strikes, or service interruptions.

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7. Pre-Order and Out-of-Stock Items

Certain items may require additional processing time due to high demand, pre-order arrangements, or restocking.
If an item is unavailable, our customer service team will notify you of the earliest estimated delivery date.

If you choose not to wait, SBL Healthcare reserves the right to cancel the order and issue a full refund to your original payment method.
Refunds are typically processed within a reasonable timeframe after confirmation.

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8. International and Restricted Deliveries

SBL Healthcare does not currently provide international shipping outside Malaysia.
Orders with overseas addresses will only be shipped to a valid Malaysian address. Customers who wish to forward their parcels abroad must arrange their own international forwarding services.

Shipping to East Malaysia (Sabah & Sarawak) may be restricted to certain items, typically those under 30 kg volumetric weight.
For special delivery arrangements, please contact us at +6012-513 8410.

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9. Shipping Fees and Promotional Offers

Shipping fees are automatically calculated at checkout based on volumetric weight, delivery destination, and courier service.

During certain promotional campaigns, shipping fees may be waived, discounted, or adjusted using valid voucher codes or system-generated conditions.
Customers may be required to log in with a valid account to qualify for these offers.

SBL Healthcare reserves the right to amend, suspend, or terminate any free shipping promotions or fee structures without prior notice.

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10. Limitation of Liability

SBL Healthcare Sdn. Bhd. shall not be responsible for:

• Any delay, loss, or damage caused by third-party courier services;

• External factors beyond our control (e.g. weather, customs, strikes, lockdowns, or courier disruptions);

• Customer negligence, misuse, or failure to follow instructions provided on product packaging.

In any event, the maximum liability of SBL Healthcare, if proven, shall be limited strictly to the value of the purchased product, excluding shipping fees.

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11. Policy Acknowledgement and Updates

By placing an order with SBL Healthcare, you confirm that you have read, understood, and agreed to all terms stated in this Shipping Policy, as well as our Return Policy and Terms of Service.

SBL Healthcare Sdn. Bhd. reserves the right to amend, update, or withdraw any part of this Shipping Policy at any time without prior notice.
Any changes will take immediate effect once published on our official website or online sales platforms.