Shipping & Delivery Policy
Malaysia Consumers Only
Our website is only intended for use by people resident on Malaysia. We are unable to accept orders from those that reside in any other countries.
Our website is also only intended for use by consumers who want to buy our products for personal use and not for any resell or distribution purposes. We reserve the right to reject or cancel your order if we reasonably think that you are buying our products for resell or distribution purposes but we will attempt to contact you (using the contact details you have provided) to discuss this first.
Delivery Service Availability
Presently, JMM COOKIES SDN BHD provides delivery service to most of the areas in Muar, Johor. Our delivery service is only available at such prescribed delivery area during specific operating hours. The terms and conditions of our delivery service is subject to changes from time to time and at any time for any reasons which may be deemed necessary on our part including but not limited to weather condition, rules and regulations or demand on our service. To find out if JMM COOKIES SDN BHD delivers to your area, you may also contact us at admin@jmmcookies.com.my to check on our delivery coverage. In the event your area does not fall within our prescribed deliver area or your order does not come within our operating hours or our delivery service is otherwise unavailable for any reason, you will be notified that such ordering will not be possible. JMM COOKIES SDN BHD will only process and accept orders within our delivery coverage.
We shall not be held liable to you for any losses (monetary or otherwise), liabilities, costs, damages, charges or expenses arising out of the actions or consequences or non-availability of our services.
Delivery
We will confirm your booked delivery date and timeslot to you. While we will do our best to deliver your order to you in accordance with your booked delivery date and timeslot, we cannot always guarantee that we will do so due to factors beyond our reasonable control. If that is the case we will try to reach you and contact you as soon as we are able to in order to reschedule your delivery timeslot and date.
We will deliver to the address specified by you when you register with us. We may restrict deliveries in certain areas or remove certain areas from our delivery schedule altogether but we will always make this clear to you during our "checkout" process. Any restrictions on deliveries of this type will not affect any existing orders.
It is your responsibility to ensure that someone is available at your delivery address at all times during your booked timeslot. We may require the person taking delivery of your order which shall have attained the age of 18 provides us with identification to help us confirm they have your authorisation to accept delivery of your order and to sign for your order on delivery. This may include asking to see an item of your photographic identification (such as an identity card passport or driving licence) and/or the bank card which was used to make payment.
In the event nobody is at home when we attempt delivery, or the person at home is unable to satisfy our identification requirements or age requirements, we will try to contact you by telephone. If we cannot do so, we will leave notice of attempted delivery and will try to contact you to rearrange the delivery.
For reasons of security and food safety, we will not leave your order unattended at your address. We will not normally agree to leave your order with anyone at another address (for example, a neighbour). If we do agree to do so in exceptional cases, this is done at your own risk and we will not be responsible for any losses you may incur as a result, for example, theft, tampering, contamination and the result of any change in temperature in respect of items which need to be kept chilled or frozen.
If your order is returned because of something within your control (for example, if there is nobody at your delivery address within your booked timeslot to receive the order, or if the person there cannot satisfy our proof of age requirements) we are entitled to charge you for the delivery charge for that returned delivery and the price of the perishable items being any product which has a "use by", "best before" date stamped on the product which expires 6 weeks or less from the date of delivery contained in it, if applicable.
If you provide us with an incorrect delivery address and your order is signed for by someone else we cannot be responsible for any losses you may incur as a result, for example, theft, tampering, contamination and the result of any change in temperature in respect of items which need to be kept chilled or frozen.
You should check your order in full promptly on delivery. If your delivery is incomplete or includes products that you have not ordered, you must notify us promptly. We will not charge you for any products that you have not received or that you did not order except accepted substitutes.
Shipment policies
For our customer situation outside Muar, Johor but within Malaysia, we are happy to offer our shipment option whereby the postage charges vary depending on delivery area and weight. Such shipment delivery will only be available for any order below 30KG (weight or volumetric, whichever greater) only. Please note that excessive weighted items will increase shipping costs. At the moment, express delivery is not available.
We strive to deliver your purchased products within the shortest time possible. All orders are processed as soon as the transaction is confirmed. All in-stocked confirmed orders will be shipped out within 2 - 5 business day(s) if they are placed before 12:00 pm, Monday to Friday, excluding public holidays. Aside from public holidays, orders placed on Friday after 12:00 pm and over the weekend will be processed on the following Monday and shipped out within 1 - 3 business day(s).
All orders must use a valid correspondence email address and phone number to be processed. All orders are dispatched and delivered by our designated courier from Monday to Friday, excluding weekends and public holidays. Notwithstanding the above, there are possibilities that the courier delivers during weekends, they will contact you before arrival. You will normally receive your parcel within seven (7) working days of your order being shipped. Nonetheless, delivery may take additional time during sale periods, holidays, and unforeseen circumstances such as extreme weather events. In addition, delivery to rural or remote areas may require an additional of 2 – 3 working days. You can check the status of your orders by accessing to your account registered with us.
After your order has been packed and shipped, you will receive an email update from us that will contain a Tracking Link and Number for your parcel. Please give about 24 hours for your tracking link to be live. When your parcel is reaching you soon, you should receive a SMS from our courier partners indicating the shipping status and informing your order is en-route to your shipping address of your choice.
Should you not receive your products(s) after seven (7) working days of your order(s) being shipped, please call the respective courier company and check with them the status of your parcel before contacting us. If the courier office cannot locate your parcel even after seven (7) working days of your order(s) being shipped, please contact us for further assistance.
Cancellation, Return and Refund
Upon receipt of your items, you are advised to check, inspect and examine the same. If you think that any product you have received does not match its description or is otherwise faulty or defective, then in the first instance please contact us and we will do our best to assist you. We reserve the right to ask you to send us reasonable evidence of any product affected by such issues and you might be required to provide us with proof of damages, substandard or missing items such as picture within three (3) days from the date of delivery for refunds to be considered.
Upon our review and successful verification of proof and/or collection of the item(s) from you by our rider, we will process to determine whether you are eligible for the refund and will provide status update on the refund to you via email as soon as practical. Where we give you a refund, we will usually refund any money received from you using the same method originally used by you to pay for your purchase. Regardless of your payment method, we will notify you via email on the approval of refund and you are advised to check with your issuer bank on the status of refund (each issuer bank will have different time period to reflect the refund sum in the bank account/ statement). This usually will take up to 7-14 working days
To return defective products to us, please contact admin@jmmcookies.com.my who may at our discretion arrange for one of our couriers to come and collect the products from you. If you return a defective product to us, any refund we make will include your cost of returning the defective goods to us (up to a reasonable amount).
You are under a legal obligation to take reasonable care of the products to be returned whilst they are in your possession. If you fail to do so, we may have a right of action against you for compensation or to reduce the amount of any refund to you. Where possible, we ask that you please return the products in their original packaging. Where this is not possible, please ensure that the products are packaged securely to help ensure that they reach us safely and in good condition.
Notwithstanding anything to the contrary, we are regret to inform you that you will not be able to cancel the order once payment has been made. Additionally, any cancellation may not warrant a refund. Please contact us immediately via admin@jmmcookies.com.my if you wish to address the issue of your order after it has been placed and paid.
We reserve the right to cancel any Order and/or suspend, deactivate, or terminate your account in its sole discretion if it reasonably suspects or detects fraudulent behavior or activity associated with your account and/or with your Order.
