Shipping Policy

Order Processing Time

Orders are processed within 5 working days upon order confirmation 

(At this stage: we check the order & payment, pack the products, get ready with shipping document and reach out to delivery partner)

Then, your order will be handed to our delivery partner for delivery and you will receive a notification via email 

(At this stage: your parcel is received by our delivery partner, we send you a notification email with shipment tracking number to track its status, delivery partner starts to process the delivery which usually take ~5 working days locally; ~14 working days internationally depending on destination country)

Out-of-stock 

Sometimes, we run out of stock.

We only hold limited number of stocks in our facility and we keep these highly valuable products with manufacturers (ex. in Germany). The lead time in processing the order is 14 working days, instead of the usual 5 working days. 

For Out-of-stock item, we alert you on the product page to ensure you are well informed and take this into consideration before placing an order.

Shipping Rates & Delivery Estimates

Malaysia Shipping Policy: We offer free shipping across Malaysia. The estimated delivery time will be displayed at checkout.

International Shipping Policy: Shipping charges for international orders will be displayed at checkout. The estimated delivery time varies based on the destination. 

When your order is packed and ready to ship, you will receive a shipping confirmation email with the tracking number. 

If you haven’t received your order within 14 days of receiving your shipping confirmation email, please contact us via contact form or info@biosimba.com with your name and order number. We will look into it for you.

International Shipping: Customs, Duties, and Taxes

For deliveries abroad, import duties and taxes/VAT are NOT included in the total price displayed. Your order may be subjected to such charges by your government depending on your country policy. These fees are incurred when the shipment arrives at your destination country thus Biosimba SDN. BHD. is not responsible for these charges. All other fees imposed after shipment leaves our warehouse or during shipping or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Damages

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. You need to inform us via contact form within 3 days of receiving the products. Complaints made after this 3-day window will not be handled. 

By making a purchase with us, you are agreeing to our No Refund Policy. All sales are final and we do not provide refund. However, within the manufacturing warranty period (ex. 1 year from the date of purchasing EndoLight from us), repair or replacement of defective device is granted with condition: The manufacturer will be the one to determine if the device is eligible under manufacturing warranty repair or replacement. Manufacturing warranty does not include defect caused by user or any misused. We welcome you to reach out to us so we can guide you further.