Shipping policy

Shipping Policy 

This Shipping Policy applies to all purchases made through our official online store (CAPA by Protein Plus). By placing an order, you agree to the terms outlined below.

1. Order Processing

  • Orders are processed on business days, Monday to Friday, excluding Selangor and national public holidays.

  • Confirmed orders with successful payment before our daily cut-off time (e.g. 12.00 pm) will usually be processed on the same day. Orders placed after the cut-off time or on non-business days will be processed on the next business day.

  • Once your order has been processed, you will receive an email or SMS notification with your tracking number (where available).

2. Shipping Methods, Fees & Delivery Time

We currently ship mainly within Malaysia using reputable courier partners. Delivery times below are estimates and may vary due to courier delays, festive seasons, or unexpected events.

West Malaysia (Peninsular Malaysia)

  • Standard shipping:

    • Estimated delivery time: 1–5 business days after dispatch.

    • Shipping fee: Displayed at checkout based on weight, order value, and ongoing promotions.

  • Free shipping:

    • If applicable, free shipping thresholds (e.g. orders above RM200) will be clearly shown on the product page or at checkout.

East Malaysia (Sabah, Sarawak & Labuan)

  • Standard shipping:

    • Estimated delivery time: 3–8 business days after dispatch.

    • Shipping fee: Calculated at checkout based on weight, destination, and courier rates.

3. Shipping Restrictions

  • We do not ship to P.O. boxes, army camps, or addresses with incomplete information.

  • For certain remote or out-of-delivery areas, additional surcharges or longer delivery times may apply. This will be indicated by the courier where possible.

  • We reserve the right to cancel orders with delivery addresses that our courier partners are unable to service reliably.

4. Tracking Your Order

  • Once your order is shipped, you will receive a tracking number and link via email/SMS (where available).

  • Please allow up to 24 hours for the tracking information to be updated by the courier.

  • If you do not receive a tracking number within a reasonable time, please contact our customer service team with your order number.

5. Delays, Lost or Damaged Parcels

  • Estimated delivery times are provided by our courier partners and are not guaranteed. Delays may occur due to bad weather, high volume periods, customs clearance, or other unforeseen circumstances.

  • If your parcel is significantly delayed or appears lost, kindly contact us so we can help lodge an investigation with the courier. Investigations may take several working days.

  • Please inspect your parcel upon delivery. If you receive products that are wrong, damaged, or appear tampered with, contact us within a specified period (e.g. 48 hours) with photos and your order number so we can assist you.

6. Incorrect Address & Failed Delivery

  • You are responsible for providing a complete and accurate shipping address at checkout.

  • If a parcel is returned to us due to an incorrect or incomplete address, repeated delivery failure, or unclaimed parcel, we may:

    • Reship the parcel to an updated address (additional shipping fees may apply), or

    • Offer a refund for the product value only (shipping fees are non-refundable), depending on parcel condition and product type.

  • We are not liable for parcels delivered to the wrong address if the address provided at checkout was incorrect.

7. Shipping Fees & Promotions

  • Shipping fees are calculated at checkout based on delivery address, parcel weight/size, and promotions.

  • Occasionally, we may offer free or discounted shipping as part of special promotions. These will be subject to specific terms and conditions stated in the campaign materials.

  • Shipping fees are non-refundable except in cases where we have made an error (for example, shipping the wrong item).

8. Order Changes & Cancellations

  • Once an order is confirmed and processed, we may not be able to modify the delivery address, shipping method, or order contents.

  • For any changes or cancellation requests, please contact us as soon as possible with your order number. Approval is subject to order status and internal review.

9. Returns Related to Shipping

  • For issues related to shipping (e.g. damaged-in-transit, wrong item received), please refer to our separate Return & Refund Policy for detailed instructions and eligibility.

  • In some cases, we may request that you return the affected products or provide additional evidence (e.g. photos, videos, courier slip) before a replacement or refund can be processed.

10. Contact Us

If you have any questions about shipping or need help with your order, please contact our customer support:

  • Email: proteinplus.team@gmail.com

  • WhatsApp / Phone: 0136266886

  • Operating hours:  Monday–Friday, 9.00 am–5.00 pm, excluding public holidays

We may update this Shipping Policy from time to time to reflect changes in our practices or applicable regulations. Any updates will be posted on this page with an updated effective date.