配送政策

生效日期：2026 年 8 月 11 日

1. 配送范围

我们目前只配送马来西亚半岛（西马）全境，并依配送方式分为两区：

• 雪隆区（KV）：吉隆坡与雪兰莪
• 外区：西马其余地区

我们不配送东马（沙巴、砂拉越、纳闽）、离岛地区（如浮罗交怡、邦咯岛、刁曼岛等），以及马来西亚境外。产品为冷藏鲜食，冷链物流无法覆盖这些地区。如果你在结帐时输入上述地址，订单将被取消并全额退款。

2. 订单处理与配送时间

我们的产品是接单后才现炖的，不是现货出货，因此需要制作时间：

• 订单处理：付款后 2–3 个工作日（安排现炖与包装）。
• 出货后：雪隆区订单当天送达；外区订单隔天送达。
• 因此从付款到收货，雪隆区一般需 2–3 个工作日，外区一般需 3–4 个工作日。
• 工作日不包括周日与公共假期。
• 出货时我们会以 WhatsApp 通知你。配送完成后，我们会提供收件照片作为送达纪录（自行配送与物流配送皆同）。

3. 运费

• 雪隆区：免运费。
• 外区：统一收费 RM15。
• 月订计划：雪隆区免运费；外区每月统一收费 RM40，涵盖四次配送（较逐次计费的 RM60 优惠）。
• 实际运费在结帐页面显示。

4. 配送方式

视订单地区与数量，我们以下列方式之一配送：

• 雪隆区小额订单：由我们亲自配送或第三方配送。
• 外区订单：透过第三方冷链物流服务出货，全程温控。
• 较大订单：视当时的物流安排，可能改由一般快递配送，并以保温包装配合冰袋保冷。

我们会依配送地区、订单数量与当时的物流供应情况选择合适的方式，合作的物流供应商可能不时调整。如你想知道某张订单的实际配送方式，欢迎以 WhatsApp 询问。

5. 外区订单为冷藏配送

所有订单都是在出货当天现炖的，我们不设现货库存。外区订单在现炖包装后会先行冷藏，目的是确保长途运送期间维持低温；雪隆区订单为当天送达，维持温热状态，不冷藏。

外区订单收货后：

• 如果收到时仍呈冷藏状态，可继续放入冷藏室保存。
• 依瓶身标示的炖煮日期，于 10 天内饮用完毕。

6. 收货与保存

保鲜期以炖煮日起算 10 天，每瓶均标示炖煮日期。雪隆区订单当天送达，外区订单隔天送达，收到时通常分别剩余约 10 天与 9 天。

• 请尽量确保收货当日有人在家收件。
• 雪隆区（温热）订单：当天现炖直送，收到时仍带余温。请先取出保温袋，置于阴凉处放凉（一般约 1–2 小时）；完全放凉后请尽快放入 0–4°C 冰箱冷藏，请勿隔夜置于室温。先放凉再冷藏，能让口感保持顺滑。
• 外区（冷藏）订单：请依上述第 5 节处理。
• 产品在室温下长时间放置后，即使外观正常也不宜饮用。
• 外区订单：包装内冰袋部分融化属正常现象，只要产品仍然冰凉即可；如果收到时产品已回温，请勿饮用。
• 任何订单，如包装渗漏或有异味，请勿饮用，并立即依退款政策联络我们。

7. 月订计划的配送安排

• 28 瓶分四次配送，每周一次，每次 7 瓶。
• 每次配送前，我们会以 WhatsApp 与你确认口味与配送日期。
• 首次配送同样需要 2–3 个工作日的处理时间。
• 配送日期可在合理范围内调整，请至少提前一个工作日通知。
• 月订的运作方式详见服务条款。

8. 收件与配送失败

由于产品属于易腐食品，配送失败的后果比一般商品严重，请留意以下安排：

• 物流伙伴一般会尝试配送一次。 如无人收件，物流伙伴可能会通过电话或其他方式联系你，以安排后续处理。如仍无法与你取得联系，物流伙伴有权根据其配送流程将包裹放置于指定地点。包裹一经放置，配送及保管风险即转移至你方。 由于包裹放置后可能受到温度变化、遗失或其他不可控因素的影响，由此产生的产品损失，我们将无法承担责任。
• 因地址填写错误、电话无法接通、无人收件或拒收导致配送失败，产品一旦离开温控范围即无法再次出货，我们无法重寄或退款。
• 如果是我们或物流伙伴的失误导致未能送达，我们会重寄或全额退款，详见退款政策。

9. 风险转移

产品交付至你指定地址（或你指定的放置地点）时，风险即由我们转移至你方。

10. 延误

以下情况可能造成延误，且不在我们的控制范围内：公共假期与节庆高峰、恶劣天气与水灾、道路封锁、物流网络系统故障、政府命令。发生延误时我们会尽快以 WhatsApp 通知你。如果延误已影响产品安全，我们会主动安排退款，你无需提出要求。

11. 地址更改

出货前可更改配送地址，请以 WhatsApp 联络我们。已出货的订单无法更改地址。请注意，雪隆区与外区的配送方式与运费不同，跨区更改地址可能需要补收差额。

12. 联络我们

配送相关问题：
WhatsApp：017-570 8212
电邮：support@sweetbites.my

Effective date: 11 August 2026

1. Where we deliver

We currently deliver to Peninsular (West) Malaysia only, split into two zones by delivery method:

• Klang Valley (KV): Kuala Lumpur and Selangor
• Outstation: the rest of West Malaysia

We do not deliver to East Malaysia (Sabah, Sarawak, Labuan), to islands (including Langkawi, Pangkor and Tioman), or outside Malaysia. Our products are chilled fresh food and cold-chain logistics do not reach these destinations. If you enter such an address at checkout, we will cancel the order and refund you in full.

2. Order processing and delivery time

Our products are stewed to order rather than shipped from stock, so they need preparation time:

• Order processing: 2–3 business days after payment, to stew and pack your order.
• After dispatch: Klang Valley orders arrive the same day; outstation orders arrive the next day.
• So, from payment to delivery, expect 2–3 business days in the Klang Valley and 3–4 business days for outstation deliveries.
• Business days exclude Sundays and public holidays.
• We message you on WhatsApp when your order ships. On delivery, we take a photo of the parcel being received as our delivery record—for both our own deliveries and courier deliveries.

3. Shipping fees

• Klang Valley: free shipping.
• Outstation: flat RM15.
• Monthly Plan: free in the Klang Valley; outstation is a flat RM40 per month covering all four deliveries — a saving against the RM60 it would cost per delivery.
• The exact fee is shown at checkout.

4. How we deliver

Depending on your location and order size, we use one of the following:

• Smaller Klang Valley orders: delivered by us directly, or by a third-party courier.
• Outstation orders: shipped through a third-party cold-chain service, temperature-controlled throughout.
• Larger orders: depending on what is available, sent by general courier in insulated packaging with ice bags to hold temperature.

We choose the method based on destination, order size and what our logistics providers have available at the time, and the providers we work with may change from time to time. If you want to know how a particular order is being sent, just ask us on WhatsApp.

5. Outstation orders ship chilled

Every order is stewed on the day it ships — nothing is made in advance and held in stock. Outstation orders are chilled after stewing and packing, to hold temperature over the longer journey. Klang Valley orders are delivered the same day and arrive still warm, not chilled.

When an outstation order arrives:

• If it is still cold on arrival, keep it refrigerated.
• Finish within 10 days of the stew date shown on the bottle.

6. Receiving and storing your order

Freshness is 10 days from the stew date, and every bottle is labelled with that date. Klang Valley orders arrive the same day and outstation orders the next day, so you will typically have about 10 and 9 days remaining, respectively.

• Please try to have someone available to receive the delivery.
• Klang Valley (warm) orders: stewed and delivered the same day, so they still carry some heat on arrival. Take the bottles out of the insulated bag and let them cool somewhere shaded — usually 1–2 hours. Once fully cool, refrigerate at 0–4°C promptly, and don't leave them out overnight. Cooling first is what keeps the texture smooth.
• Outstation (chilled) orders: follow section 5 above.
• If the product has been left at room temperature for an extended period, do not drink it even if it looks normal.
• Outstation orders: partly melted ice packs are normal as long as the bottles are still cold. If your order arrives warm, do not drink it.
• For any order, if the packaging is leaking or there is an off smell, do not drink it — contact us straight away under the Refund Policy.

7. Monthly Plan deliveries

• 28 bottles across four deliveries — one per week, 7 bottles each.
• Before each delivery, we confirm your flavors and delivery date on WhatsApp.
• The first delivery also needs the 2–3 business-day processing time.
• Delivery dates can be adjusted within reason with at least one business day's notice.
• How the plan itself works is set out in the Terms of Service.

8. Receiving your order and failed deliveries

Because this is perishable food, a failed delivery has worse consequences than it would for ordinary goods:

• Our delivery partners generally attempt delivery once. If nobody is available, they may call you or reach you another way to arrange what happens next. If they still cannot reach you, they may leave the parcel at a designated location, in line with their own delivery procedures. Once the parcel has been left, the risk of delivery and safekeeping passes to you. A parcel left unattended can be affected by temperature changes, loss or other factors outside our control, and we cannot take responsibility for product losses that result.
• Where delivery fails because of an incorrect address, an unreachable phone number, nobody available to receive it, or a refused delivery, the product can no longer be re-shipped once it has left temperature control, and we cannot resend or refund it.
• Where delivery fails because of an error by our delivery partner or us, we will resend or refund in full — see the Refund Policy.

9. When risk passes

Risk passes from us to you when the order is delivered to your specified address, or to the location you asked for it to be left at.

10. Delays

Delays outside our control can be caused by public holidays and festive peaks, severe weather and flooding, road closures, courier network failures, and government orders. We will let you know on WhatsApp as soon as we can. If a delay has compromised the product's safety, we will arrange a refund without you having to ask.

11. Changing your address

You can change your delivery address before dispatch — message us on WhatsApp. Once an order has shipped, the address cannot be changed. Note that Klang Valley and outstation orders use different delivery methods and fees, so changing between zones may require paying the difference.

12. Contact us

Delivery questions:
WhatsApp: 017-570 8212
Email: support@sweetbites.my