At GEAR HUB SDN BHD, we aim to make your shopping experience simple and convenient. This Shipping Policy explains our shipping coverage, delivery process, estimated delivery times and other information relating to Orders placed through sb-gearhub.com.
This policy applies to Orders for pet food, pet toys, pet beds, leashes, cat litter and other pet essentials purchased through our website.
1. Company Information
Company Name: GEAR HUB SDN BHD
Company Registration No.: 202501029606 (1631018-H)
Website: sb-gearhub.com
Business Address:
30, GERAI MPK,
JLN HARPER OFF JLN PASAR,
PASAR JAWA,
41400 KLANG, SELANGOR, MALAYSIA
Email: gearhub.sb@outlook.com
Phone: +6011-5874 1679
Customer Service Hours: Monday–Friday, 9:00 AM–6:00 PM
2. Shipping Coverage
We currently provide delivery services within Malaysia only.
We do not currently offer:
- International shipping
- Overseas delivery
- Cross-border shipping
- Delivery outside Malaysia
Orders containing delivery addresses outside Malaysia may not be accepted.
3. Shipping Fees
We currently provide FREE STANDARD SHIPPING for orders within Malaysia.
For eligible Orders, there are no separate standard shipping charges at checkout.
Free shipping applies to our standard delivery service and may be subject to any restrictions stated on the website.
We reserve the right to update our shipping charges or shipping arrangements in the future. Any applicable charges will be displayed before you complete your purchase.
4. Order Processing
Orders are normally processed after successful payment confirmation.
Order processing may include:
- Payment verification
- Order confirmation
- Product availability checking
- Packing and preparation
- Handover to the courier
Orders are generally processed during our business days.
Orders placed during weekends or public holidays may require additional processing time.
5. Estimated Delivery Time
Standard delivery within Malaysia is estimated to take up to 7 business days after the Order has been processed and shipped.
Delivery times are estimates only and may vary depending on:
- Delivery location
- Courier service coverage
- Weather conditions
- Public holidays
- Peak shopping periods
- Courier volume
- Operational circumstances
We will make reasonable efforts to ensure Orders are dispatched and delivered within the estimated timeframe. However, exact delivery dates cannot be guaranteed.
6. No Overnight or Express Delivery
We currently provide standard delivery only.
We do not currently offer:
- Same-day delivery
- Overnight delivery
- Express delivery
- Urgent courier services
Customers who require products by a particular date are advised to place their Orders in advance.
7. Shipping Confirmation & Tracking
Once your Order has been dispatched, we may provide a shipping confirmation through email or other contact information provided during checkout.
Where available, shipping information may include:
- Order number
- Delivery status
- Courier information
- Tracking number
Where a tracking number is provided, you may use it to check the delivery status through the relevant courier’s tracking system.
Tracking information is provided by third-party courier services and may take some time to update.
8. Delivery Address
You are responsible for providing accurate and complete delivery information when placing an Order.
Please ensure that the following information is correct:
- Recipient name
- Full delivery address
- Postcode
- State
- Contact number
GEAR HUB SDN BHD may not be responsible for delivery delays, failed deliveries or additional costs caused by incorrect or incomplete delivery information provided by the customer.
If you need to update your delivery address, please contact us as soon as possible. Once an Order has been packed or shipped, address changes may no longer be possible.
9. Failed Delivery Attempts
If a courier is unable to complete delivery because of circumstances such as:
- Incorrect or incomplete address
- Recipient unavailable
- Refusal to accept the parcel
- Failure to respond to courier contact attempts
- Delivery restrictions at the destination
the courier may reattempt delivery, hold the parcel temporarily or return the parcel to us, depending on the courier’s procedures.
Any additional shipping costs arising from a customer-requested re-delivery or address correction may be charged where applicable and will be communicated to the customer.
10. Delivery Delays
Although our standard delivery estimate is up to 7 business days, delays may occur due to circumstances beyond our reasonable control.
These may include:
- Courier delays
- High order volumes
- Public holidays
- Severe weather
- Floods
- Natural disasters
- Operational disruptions
- Government restrictions
- Technical issues
- Other unforeseen circumstances
Where delays occur, we will take reasonable steps to assist customers and provide available delivery information.
11. Damaged Parcels
If you receive a parcel that appears damaged, please contact us as soon as reasonably possible.
We may request:
- Order number
- Photos of the outer packaging
- Photos of the shipping label
- Photos of the damaged product
- Videos showing the condition of the parcel or product
- Other relevant delivery information
Please retain the original packaging and affected products until we have completed our review.
For damaged, defective or incorrect products, our Refund, Return & Exchange Policy may apply.
12. Lost or Missing Parcels
If your Order appears to be lost, significantly delayed or incorrectly marked as delivered, please contact us.
We may work with the relevant courier service to investigate the shipment.
Please provide:
- Order number
- Tracking number, if available
- Delivery address
- Relevant delivery information
We will review the circumstances and determine the appropriate next steps in accordance with applicable law and our policies.
13. Remote or Restricted Delivery Areas
Some rural, remote or restricted areas within Malaysia may experience:
- Longer delivery times
- Limited courier coverage
- Additional delivery restrictions
- Temporary suspension of delivery services
Actual delivery availability depends on the coverage and operating conditions of the courier service used for the Order.
14. Delivery Completion
An Order is generally considered delivered when the courier records the parcel as delivered to the shipping address or an authorized recipient at that address.
If a parcel is marked as delivered but cannot be located, please contact us promptly so that we can review the delivery information with the relevant courier service.
15. Refused Deliveries
Customers are encouraged to accept Orders that have been correctly placed and shipped.
If an Order is refused without a valid reason and the parcel is returned to us, any refund or re-delivery arrangement will be reviewed based on the circumstances, applicable law and any costs incurred.
16. Shipping Information & Consumer Rights
We aim to provide clear information about shipping methods, shipping charges and estimated delivery times before you complete your purchase.
Nothing in this Shipping Policy is intended to exclude or limit any rights or remedies available to consumers under applicable Malaysian law.
KPDN’s e-commerce review identifies disclosure of the full price, transportation costs, terms and conditions, and estimated delivery time as important transaction information for online commerce.
17. Changes to This Shipping Policy
We may update or modify this Shipping Policy from time to time to reflect changes to our business, courier services, shipping arrangements or applicable requirements.
Any updated version will be published on this page together with the revised Last Updated date.
18. Contact Us
For questions regarding shipping, delivery or your Order, please contact us:
GEAR HUB SDN BHD
Address:
30, GERAI MPK, JLN HARPER OFF JLN PASAR,
PASAR JAWA, 41400 KLANG, SELANGOR, MALAYSIA
Email: gearhub.sb@outlook.com
Phone: +6011-5874 1679
Customer Service Hours: Monday–Friday, 9:00 AM–6:00 PM