Shipping & Delivery Policy
Last Updated: February 2025
1. Introduction
This Shipping & Delivery Policy outlines the terms and conditions for the delivery of products purchased from Nexora (operated by MS Management & Service, Reg. No. 202403310273 (CT0143619-P)) through our website adansin.com.
Shipping Coverage: We currently offer delivery within Malaysia only (Peninsular Malaysia, Sabah, and Sarawak).
Different product categories have different delivery methods and timelines:
- Fashion Apparel: Standard shipping via courier
- Digital E-Books: Instant digital delivery via email
- Online Courses: Instant access via online platform
- Professional Services: No physical delivery (service-based)
- Affiliate Products: Delivered by third-party vendors
- Bakery & Desserts: Local delivery or pickup (Melaka area)
2. Shipping Zones and Coverage
2.1 Peninsular Malaysia
- Coverage: All states including Kuala Lumpur, Selangor, Penang, Johor, Melaka, etc.
- Estimated Delivery: 2-5 business days (depending on location)
- Shipping Fee: Calculated based on weight and destination (see Section 5)
2.2 East Malaysia (Sabah & Sarawak)
- Coverage: All areas accessible by courier services
- Estimated Delivery: 5-10 business days
- Shipping Fee: Higher rates apply due to distance and logistics
2.3 Remote Areas
- Coverage: Some remote areas may require additional delivery time
- Estimated Delivery: 7-14 business days
- Shipping Fee: Additional surcharges may apply
2.4 International Shipping
Not Available: We do not currently ship internationally. Orders with international addresses will not be accepted.
3. Shipping Methods by Product Category
3.1 Fashion Apparel – Courier Delivery
Shipping Partners:
- Pos Laju
- J&T Express
- Ninja Van
- GDex
- City-Link Express
- Other courier services as available
Delivery Process:
- Order placed and payment confirmed
- Processing time: 1-3 business days
- Item dispatched with tracking number
- Delivery to specified address: 2-5 business days (Peninsular), 5-10 business days (East Malaysia)
Tracking:
- Tracking number provided via email once item is shipped
- Track your parcel through courier’s website or app
3.2 Digital E-Books – Instant Digital Delivery
Delivery Method:
- Email delivery to the email address provided during purchase
- Delivery time: Within 24 hours (usually instant upon payment confirmation)
Delivery Format:
- Downloadable PDF, EPUB, or MOBI file
- Download link valid for 30 days (we recommend downloading immediately)
Access Issues:
- Check spam/junk folder if you don’t receive the email
- Contact us at adansin.msmgmts@gmail.com if you experience issues
- We will resend the download link upon verification
No Physical Shipping Required
3.3 Online Courses – Instant Platform Access
Delivery Method:
- Access granted via our online learning platform or third-party platform (e.g., Teachable, Kajabi)
- Login credentials or access link sent to your email
Delivery Time:
- Instant access upon payment confirmation (within 1-2 hours)
Access Details:
- Check your email for login instructions
- If using third-party platform, you may need to create an account
- Lifetime access unless otherwise stated in product description
No Physical Shipping Required
3.4 Professional Services – No Physical Delivery
Service Delivery:
- Services are delivered according to the agreed scope of work
- Delivery format varies by service type (consultations, design files, reports, etc.)
- Timeline specified in individual service agreement
Communication:
- All service-related communication via email, video calls, or in-person meetings (if applicable)
- Digital deliverables sent via email or file-sharing platforms
No Physical Shipping Required
3.5 Affiliate Products – Third-Party Shipping
Important: Affiliate products are shipped by third-party vendors, not by Nexora.
Shipping Details:
- Refer to the vendor’s shipping policy for delivery timelines and costs
- We provide vendor information and tracking details (if available)
- For shipping inquiries, contact the vendor directly
Our Role:
- We facilitate the purchase but do not handle shipping
- We can assist with communication but cannot guarantee delivery timelines
3.6 Bakery & Desserts – Local Delivery & Pickup
Service Area:
- Delivery: Within Melaka area (Ayer Keroh, Melaka City, surrounding areas within 25km radius)
- Pickup: Available at our location in Ayer Keroh, Melaka
Delivery Options:
Option 1: Local Delivery (Melaka Area)
- Fee: RM 10 – RM 25 (based on distance)
- Delivery Time: Coordinated based on order; typically same-day or next-day
- Scheduling: Specific delivery time must be arranged during order
Option 2: Self-Pickup (Free)
- Location: 34 Jalan MP 10, Melaka Perdana Resort Homes, 75450 Ayer Keroh, Melaka
- Pickup Hours: To be confirmed upon order (typically 10 AM – 6 PM)
- Advance Notice: Minimum 48-72 hours for custom cakes
Perishable Product Considerations:
- Bakery items are perishable and must be collected/received promptly
- We are not responsible for quality degradation if customer delays pickup/delivery
- Refrigeration required for some products (instructions provided)
Delivery Partners (if applicable):
- GrabExpress
- Lalamove
- Bungkusit
- Or our own delivery team
4. Order Processing Time
Processing time is the time between order confirmation and dispatch (does not include shipping time).
| Product Category | Processing Time |
|---|---|
| Fashion Apparel | 1-3 business days |
| Digital E-Books | Instant – 24 hours |
| Online Courses | Instant – 2 hours |
| Professional Services | As per service agreement |
| Affiliate Products | Varies by vendor |
| Bakery & Desserts | 48-72 hours (custom orders) |
Note: Processing times may be longer during peak seasons, holidays, or promotional periods. We will notify you of any delays.
5. Shipping Costs
5.1 Fashion Apparel Shipping Fees
Shipping costs are calculated based on:
- Weight of items
- Delivery destination
- Shipping method selected
Estimated Shipping Fees (Peninsular Malaysia):
- Small items (under 1kg): RM 5 – RM 10
- Medium items (1-3kg): RM 10 – RM 15
- Large items (3kg+): RM 15 – RM 25
East Malaysia (Sabah & Sarawak):
- Add RM 10 – RM 20 to Peninsular Malaysia rates
Free Shipping Promotions:
- We may offer free shipping on orders above a certain amount (e.g., RM 150+)
- Promotional terms will be displayed at checkout
5.2 Digital Products & Online Courses
Free – No shipping costs (digital delivery)
5.3 Bakery & Desserts
- Pickup: Free
- Local Delivery (Melaka): RM 10 – RM 25 (based on distance)
5.4 Affiliate Products
Shipping costs determined by third-party vendor
6. Delivery Timeframes
6.1 Fashion Apparel
Peninsular Malaysia:
- Kuala Lumpur / Selangor: 2-3 business days
- Penang / Perak / Johor: 3-4 business days
- Kelantan / Terengganu / Pahang: 4-5 business days
- Other states: 3-5 business days
East Malaysia:
- Sabah: 5-8 business days
- Sarawak: 5-10 business days
Note: These are estimates. Actual delivery may vary based on courier performance and unforeseen circumstances.
6.2 Digital Products
- E-Books: Instant to 24 hours
- Online Courses: Instant to 2 hours
6.3 Bakery & Desserts
- Same-day delivery: Possible with minimum 6-hour notice (subject to availability)
- Next-day delivery: Standard for most orders
- Custom cakes: 48-72 hour advance order required
7. Order Tracking
7.1 Fashion Apparel Tracking
Once your order is shipped, you will receive:
- Tracking number via email
- Courier name (Pos Laju, J&T, etc.)
- Estimated delivery date
How to Track:
- Visit the courier’s website or use their mobile app
- Enter your tracking number
- View real-time shipment status
Tracking Issues:
- If tracking shows no updates for 3+ days, contact us
- We will follow up with the courier on your behalf
7.2 Digital Products
- Check your email for download links or access credentials
- No tracking required
7.3 Bakery Orders
- Confirmation email with pickup/delivery date and time
- SMS reminder (if phone number provided)
- Delivery driver contact (for delivery orders)
8. Delivery Address
8.1 Accuracy
You are responsible for providing an accurate and complete delivery address.
Required Information:
- Recipient name
- Full street address (including unit/apartment number)
- Postcode and city
- State
- Contact phone number
8.2 Address Changes
Before Dispatch:
- Contact us immediately at adansin.msmgmts@gmail.com
- We will update the address if the order hasn’t been shipped yet
After Dispatch:
- Contact the courier directly with your tracking number
- Address changes may incur additional fees
- We are not responsible for delivery failures due to incorrect addresses provided by customer
8.3 Undeliverable Addresses
If the courier cannot deliver to your address:
- Courier will attempt contact via phone
- Item may be held at nearest courier depot for pickup
- After 7 days, unclaimed items will be returned to us
- You will be responsible for re-shipping fees if you still want the item
9. Failed Delivery Attempts
9.1 Recipient Not Available
If the courier cannot deliver because recipient is unavailable:
- First attempt: Notice left with instructions
- Second attempt: Additional delivery attempt (may incur fees)
- After 2-3 failed attempts: Item returned to depot or sender
Customer Responsibility:
- Monitor tracking updates
- Ensure someone is available to receive the package
- Contact courier to arrange redelivery or pickup
9.2 Redelivery Fees
If redelivery is required due to customer unavailability:
- Customer may be charged redelivery fees by courier
- We are not responsible for these additional charges
10. Damaged or Lost Shipments
10.1 Damaged Items
If your item arrives damaged:
Step 1: Do not accept the delivery if packaging is visibly damaged
- Refuse delivery and note the damage with the courier
- Contact us immediately
Step 2: If you accepted the delivery before noticing damage:
- Take photos of damaged item and packaging
- Contact us within 48 hours at adansin.msmgmts@gmail.com
- Provide order number and photos
Step 3: Resolution
- We will file a claim with the courier
- You will receive a replacement or full refund
- No cost to you for damage during shipping
10.2 Lost Shipments
If tracking shows “delivered” but you didn’t receive the item:
Step 1: Check with neighbors, building management, or household members
- Sometimes couriers leave packages with neighbors or in secure locations
Step 2: Contact the courier
- File a “non-receipt” claim with tracking number
Step 3: Contact us
- Email us within 7 days of expected delivery
- We will investigate with the courier
- If item is confirmed lost, we will send a replacement or issue a refund
Note: We are not responsible for items marked “delivered” by courier unless fraud is proven. Please ensure your delivery address is secure.
11. Customs and Import Duties
Not Applicable: Since we only ship within Malaysia, there are no international customs or import duties.
12. Delivery During Holidays and Peak Seasons
12.1 Holiday Delays
Deliveries may be delayed during:
- Public holidays (Hari Raya, Chinese New Year, Christmas, etc.)
- Festive seasons
- Year-end holidays
We will notify you of potential delays during checkout or via email.
12.2 Peak Season Surcharges
Courier companies may impose surcharges during peak periods. If applicable, you will be notified during checkout.
13. Special Delivery Instructions
13.1 Customer Requests
You may provide special delivery instructions during checkout:
- “Leave at door”
- “Call upon arrival”
- “Deliver to security guard”
Note: We will pass instructions to courier, but cannot guarantee compliance. For high-value items, we recommend requiring signature upon delivery.
13.2 Gift Wrapping
If available, gift wrapping options will be displayed during checkout (additional fee may apply).
14. PO Box and Alternative Addresses
14.1 PO Box Delivery
- Some couriers do not deliver to PO Boxes
- If PO Box is selected, we will contact you to arrange alternative delivery or use Pos Malaysia
14.2 Workplace Delivery
- You may use your workplace address
- Ensure your office accepts courier deliveries
- Provide office hours and contact person if possible
15. Signature on Delivery
For certain high-value items, signature confirmation may be required upon delivery:
- Courier will request ID and signature
- Someone must be present to receive the package
- If you’re unavailable, courier will leave a notice
16. Force Majeure and Delays
We are not liable for shipping delays caused by circumstances beyond our control:
- Natural disasters (floods, earthquakes, etc.)
- Pandemics or health emergencies
- Government restrictions or lockdowns
- Severe weather conditions
- Courier company strikes or operational issues
- Road closures or accidents
In such cases, we will:
- Notify you of delays as soon as possible
- Work with courier to expedite delivery when conditions improve
- Offer alternative solutions if necessary
17. Shipping Policy Updates
This Shipping & Delivery Policy may be updated from time to time to reflect:
- Changes in courier partners
- New delivery options
- Revised shipping fees
- Expanded coverage areas
Updated policy effective immediately upon posting. Check this page for the latest version.
18. Contact Information for Shipping Inquiries
For questions about shipping, tracking, or delivery:
MS Management & Service (Nexora)
- Email: adansin.msmgmts@gmail.com
- Address: 34 Jalan MP 10, Melaka Perdana Resort Homes, 75450 Ayer Keroh, Melaka, Malaysia
- Website: adansin.com
Please include your order number in all shipping-related inquiries.
19. Customer Responsibilities
By placing an order, you agree to:
- Provide accurate and complete delivery information
- Be available to receive deliveries or arrange alternative reception
- Inspect items upon delivery and report damage immediately
- Contact us within specified timeframes for any delivery issues
We strive to ensure timely and safe delivery of all orders. Thank you for shopping with Nexora!