Shipping and Returns

LOCAL DELIVERY (WITHIN MALAYSIA)

Q1: What is the cost for shipping within Malaysia?

At Quench, we provide FREE PosLaju shipping on all orders within Malaysia, including Sabah & Sarawak. Tracking number will be emailed to you once posted.

 

Q2: Who are our logistic partners?

Orders are shipped via PosLaju.

 

Q3: How long does it take for your parcel to reach you (delivery time)?

We post all orders made before 10am, Monday – Friday on the same day via PosLaju. Orders made on Friday, after 10am will only be shipped on Monday. If customers do not receive their order within 3 working days, please contact our customer service department to track your order or email us at support@quench.my.

Notes: PosLaju is a next day delivery service and makes deliveries from Monday to Saturday, excluding the first Saturday of every month and local public holidays (Malaysia).

 

Q4: How to track your orders?

Once your orders have been picked up by our logistic partners, tracking number would be available and you can then track the delivery status of your orders via the links below:

  • Go to www.poslaju.com.my, click on the tab “TRACK AND TRACE”, or simply go to www.poslaju.com.my/track.aspx
  • Then key in your tracking number in the “TRACK YOUR SHIPMENT” column

Notes: PosLaju is a next day delivery service and makes deliveries from Monday to Saturday, excluding the first Saturday of every month and local public holidays (Malaysia).

 

Q5: What is our returns policy?

You can only return the items, which are damaged or/and come with missing parts upon delivery within 7 days of purchase for a full store credit of the paid price. And we shall refund the return postage cost once we have received the items and examine the defect(s)/damage(s) and/or missing parts. All items must be returned in their original packaging (box and plastic wrapping). Only returns via our courier service (PosLaju) are accepted, as we do not honour any walk-ins.

Below are the steps for free returns:

  1. Please print out the return slip available at our website www.quench.my
  2. Place the item(s) in their original packaging i.e. into a box and plastic slip (if provided) along with the returns slip and then affix the return label to the outside of the box.
  3. Take your return package to a Post office. Remember to keep the receipt you’re given at the drop-off point as proof of your return.
  4. Please fill in the PosLaju Returns Label. You can get the label from any Post office.
  5. We aim to get your store credit and refund your return postage cost to you within 7 business days of us receiving your parcel. If you sent your parcel over seven days ago and you still haven’t received an email confirming your return, please contact us at support@quench.my

 

INTERNATIONAL DELIVERY (WORLDWIDE)

Q1: What are the international shipping methods?

We do international shipping to the following countries:

  • Brunei
  • Indonesia
  • Singapore
  • Thailand

An additional surcharge of RM20 will be charged for all orders of the aforementioned countries. For all delivery to the above countries, customers can have their items shipped using PosLaju.

Note: PosLaju is Malaysia’s Express Mail Service and requires within 3 – 5 working days for transit time between airports. Tracking numbers will be provided for both services by email once order has been processed, depending on the country.

 

Q2: What are the international shipping costs?

All rates quoted in Ringgit Malaysia (MYR) and for PosLaju only.

Postage Cost

 

Q3: Customs and Import Charges

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost may be, as customs policies and import duties vary from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

 

Q4: How long does it take for my parcel to reach me?

PosLaju is Malaysia’s Express Mail Service. Transit time between airports ranges from 3 – 5 days. These transit times are subject to custom’s clearance, transport conditions and volume of mail traffic. Customers are advised to check with your local Post Office three (3) working days from the date the parcel leaves Malaysia.

Here is the link for the estimated transit time for each country – http://www.pos.com.my/pos/appl/business/poslaju_timeframe.html
http://www.pos.com.my/pos/appl/business/international_delivery_standard.html