Scope and Overview

This Shipping & Delivery Policy outlines how Biodenta (“we,” “us,” or “our”) fulfils and delivers orders for our oral‑care products (toothpaste, toothbrushes, etc.). Having a clear shipping policy helps manage customer expectations by explaining the delivery options we offer, the costs associated with each option, the time it typically takes for orders to arrive, how quickly we process orders, and any delivery restrictions. Please read this policy carefully before placing an order.

Shipping Destinations:

Domestic (Malaysia)

We currently deliver to addresses within Malaysia only. This includes both Peninsular (West) Malaysia and East Malaysia (Sabah & Sarawak). We are unable to ship to P.O. boxes or military bases because our couriers require a physical street address.

International Orders

International shipping is not routinely offered at this time. However, we may be able to arrange delivery to Singapore or other nearby countries on a case‑by‑case basis. Please contact us at [email protected] before placing an order if you require international shipping; we will determine whether we can accommodate your request and provide a shipping quotation. Customs duties, taxes, and import fees (where applicable) are the responsibility of the customer.

Order Processing Time

• Order processing: Orders are typically processed within 1–2 business days of confirmation. “Business days” are Monday–Friday (excluding public holidays in Malaysia). Orders placed on weekends or public holidays will be processed the next business day. During peak seasons or sales promotions, processing time may be slightly longer. We process orders in the order in which they are received and cannot prioritise one order over another.
  
• Cut‑off time: Orders placed before 12:00 PM Malaysian Time (MYT) are considered received on the same business day for processing purposes. Orders placed after this cut‑off time are considered received on the next business day.
  

Shipping Options & Rates

We offer standard and, where available, expedited shipping services via reputable courier partners. Shipping fees are calculated at checkout based on the destination and order value. The table below summarises our current domestic shipping rates:

Destination	Shipping fee (orders below RM120)	Free shipping threshold	Estimated delivery time
Peninsular Malaysia	RM7 flat rate	Free shipping for orders ≥ RM120	2–5 business days after dispatch
East Malaysia (Sabah & Sarawak)	RM15 flat rate	Free shipping for orders ≥ RM120	5–10 business days after dispatch

Notes

• Delivery time means the time from when your order leaves our facility until it arrives at your address. It does not include the processing time described above. While we do our best to meet these estimates, delivery times may vary due to circumstances beyond our control (e.g., courier delays, weather, or public holidays). We are not liable for delays caused by the courier service.
  
• Free shipping promotions may be offered occasionally. Any such promotions will be clearly communicated on our website or during checkout.
• Heavy or bulk orders: Orders that are unusually heavy or bulky may incur additional shipping charges. If this applies to your order, we will contact you for approval before dispatching the package. You may choose to proceed with the additional charge or cancel your order for a full refund.

   

Order Confirmation & Tracking

Once your order is processed and shipped, we will send you a confirmation email containing:

• Order summary (items purchased and total cost)
• Courier service and tracking number
• Estimated delivery timeframe

Delivery & Address Requirements

• Correct address: Please ensure that the delivery address you provide at checkout is accurate and complete. We are not responsible for delays or failed deliveries caused by incorrect or incomplete addresses. If you need to change the delivery address, contact us immediately after placing your order; we will do our best to accommodate the change if the order has not yet been processed or shipped.
• Recipient’s availability: We recommend that someone be present at the delivery address to receive the package. If no one is available, couriers may leave the package at a safe location or attempt redelivery. Any additional fees for failed delivery attempts may be charged to the customer.
• Packaging: We take care to package our products securely to prevent damage in transit. However, once the package leaves our facility, risk of loss and title pass to you upon delivery to the carrier.

Damaged or Lost Packages

• Damage: If your order arrives damaged, please notify us and the courier within 48 hours of delivery, providing photos of the damaged packaging and product. We will work with the courier to investigate and, if appropriate, offer a replacement or refund. Please retain all packaging and contents until the claim is resolved.
• Loss: If your package does not arrive within the estimated delivery time, please contact us so we can assist with tracking and, if necessary, file a claim with the courier. We are not responsible for packages lost due to incorrect addresses or if a delivery confirmation indicates that the package was delivered.

Contact Information

For any questions about shipping, delivery, or tracking, please contact us:

• Email: [email protected]
• Phone: +6018‑3063447

Our customer service hours are Monday–Friday, 9:00 AM – 5:00 PM MYT, excluding public holidays.

Changes to this Policy

We reserve the right to update or modify this Shipping & Delivery Policy at any time. Changes take effect immediately upon posting on our website. We encourage you to review this policy periodically for any updates. The Effective Date at the bottom of this document indicates the date when this policy was last revised.

Effective Date: 20 January 2026