Shipping Policy

Last Updated: 15 May 2025

1. Order Processing

- Cut-off Time: Orders placed before 1:00 PM (MYT), Monday to Saturday, will be processed the same day. Orders after this time or on Sundays/public holidays will be processed the next business day.

- Processing Timeline: All orders are roasted to order and shipped within 24–48 hours after processing.

2. Shipping Services & Partners

- Logistics Partner: DHL handles all domestic (Malaysia) and international shipments.

- Domestic Coverage:

- West Malaysia: Cash on Delivery (COD) available. DHL acts as our agent to collect payment per the issued invoice.

- East Malaysia: Prepaid orders only.

- International Shipping: Available via DHL Express. Customers are responsible for customs duties, taxes, and import fees. Check local regulations before ordering.

3. Shipping Costs

Retail Customers:

- Costs vary by destination, with discounted rates.

- Free shipping promotions offered periodically (apply voucher codes at checkout).

Wholesale Clients:

- Rates depend on order weight/destination.

- Klang Valley Clients: Enjoy discounted shipping or free pickup at our facility (by appointment).

4. Delivery Timelines

- Domestic (Malaysia): 1–3 business days after dispatch.

- International: 3–7 business days, subject to customs clearance.

- Note: Delivery times are estimates and not guaranteed. Delays due to customs, weather, or logistics are beyond our control.

5. Cash on Delivery (COD)

- Eligibility: West Malaysia only.

Terms:

- Full payment (invoice amount) must be made to DHL upon delivery.

- Contact details (phone/email) must be valid for coordination.

- Inspect packages before payment; report issues immediately.

6. Order Tracking

- Tracking details sent via email/SMS after dispatch. Contact DHL directly for delivery inquiries.

7. Lost or Damaged Packages

- Report Within 48 Hours: Email coffee@takengonestate.com with order number, photos, and description.

- Resolution: Reshipment or refund after investigation. Excludes issues from incorrect addresses or unclaimed parcels.

8. Returns & Refunds

- Freshness Guarantee: Contact us within 7 days of delivery for quality issues. Please see our policy here.

9. Changes & Cancellations

- Requests must be made before shipment. Contact us immediately at coffee@takengonestate.com.

10. Liability

Takengon Estate is not liable for:

- Delays due to third-party carriers, customs, or unforeseen events.

- Incorrect addresses provided by customers.

- Financial liability limited to shipping costs unless negligence is proven.

11. Policy Updates

We reserve the right to amend this policy. Changes apply immediately upon posting.

12. Contact Us

- Email: coffee@takengonestate.com

- Phone: +60 135 211 764

- Business Hours: Mon–Sat, 9:00 AM – 5:00 PM (MYT)

Legal Compliance:

- Registered under SSM Malaysia (Registration No.: 3627695-M) and ASIC Australia (ABN: 36 716 598 773).

- Complies with Malaysia’s Consumer Protection Act 1999 and PDPA 2010.

Thank you for supporting Takengon Estate—where every bean is a promise of freshness and sustainability! ☕🌱