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Delivery & Returns

SHIPPING INFORMATION

All orders are shipped from our warehouse in Kuala Lumpur, Malaysia. Tracking number is provided for all orders (except for self-pickup and purchase at out retail store) to ensure safe delivery. This is subjected to the courier company’s timings and terms and conditions.

1) All orders made before 12PM are processed and shipped the same day (up to two working days) from the date when the order was placed, unless stated otherwise.
2) All orders placed after the cut-off 12PM, over the weekend or on any major national public holiday, will be processed and shipped out the next following business days.
3) We don’t ship on national holidays or any other day that the courier company regards as a “non working” day, your order will be shipped on the following business days.

The estimated delivery time listed is provided by our courier company to major cities, and not a guaranteed delivery time. Delivery to areas outside of major cities may incur additional days. Deliveries to an international address are subjected to customs inspection and clearance. Items subjected to customs inspection and/or clearance may incur additional 48  to 72 hours (or more).

DOMESTIC SHIPPING (Malaysia)

Shipping options available for domestic.

  1. Poslaju – Flat rate charges of RM7 for Peninsular Malaysia and RM12 for Sabah & Sarawak.
    Enjoy FREE delivery when you spend RM80 and over!
  2. Same Day Delivery (6PM-10PM) – Covers most areas within the Klang Valley that includes Ampang, Damansara, Subang Jaya, Puchong and Klang. Order has to be placed before 10AM on the delivery day. Delivery window is between 6PM to 10PM, same day. For coverage area, please CLICK HERE. **NOT AVAILABLE AT THIS TIME**

** Order placed after the cut-off time (10AM) will be processed the next business day.

All Same Day Delivery has tracking (from pickup until end of delivery) and notification will be sent via SMS and email. When our delivery dispatcher arrives at the point of delivery, it’s expected someone to be available to sign for the parcel(s). The rider will wait at your premise for 10 minutes, free of charge. In the event that nobody is available, a schedule delivery or requires extra wait-time, additional charges may incur.

Service is available ONLY:
Monday to Friday: Deliveries run from 6PM to 10PM. Order has to be submitted before the stipulated cut-off time. **Same Day Delivery service is NOT available over the weekend (Saturday & Sunday) and during major Public Holidays.

SELF-PICKUP

For self-pickup, please go to “Our Location” page for direction, operating hours and contact numbers.

Or click here, Our Location.

INTERNATIONAL SHIPPING

International shipping rates can vary based on the location, as well as the number and type of items you order (weight/size). Local post service shipping options available for you to choose from:

  1. PosLaju (EMS) – Faster & slightly expensive with tracking. Average delivery is 2 to 7 business days. Charges calculated automatically for the first 500g, and every subsequent 500g.
  2. Flat Rate International – Value for money flat rate shipping up to 2Kg with tracking. Average delivery time is 7-14 business days. This is NOT a priority delivery, it may take longer than the advertised delivery time.

FEDEX INTERNATIONAL

FedEx International delivery is available to most countries that has FedEx presence. Shipping cost is calculated automatically at check-out page in real-time – based on your location and weight (minimum 0.5kg). Two FedEx International delivery available:

  1. FedEx International Economy – Cost-effective option for less urgent shipments. This economic day-definite service typically delivers in 2 to 4 business days to major business centers.
  2. FedEx International Priority – Best choice for urgent shipments. Time-definite service that delivers your package right to the door, typically in 1, 2 or 3 business days.

All international shipping cost does not include any duty tax or importation tax/fees imposed by the receiving country. You will be responsible for such clearance payment. Please notify us should additional documentation is required – invoice, proforma invoice and etc.

 

IMPORTANT STUFF

FOR INTERNATIONAL ORDERS, ONCE YOUR HAS LEFT MALAYSIA WE WILL NOT BE HELD RESPONSIBLE OR LIABLE FOR ANY LOSS OF ANY SORT AS A RESULT OF THE PACKAGE BEING HELD, RETURNED BY THE RECEIVING COUNTRY CUSTOM OR DUE TO COURIER SERVICES DELAYS & DELIVERY ISSUE. ALL RETURNED ITEMS BY RECEIVING COUNTRY’S CUSTOM WILL BE DISPOSED, DESTROYED AND ALL CHARGEBACK DISPUTE WILL NOT BE TOLERATED.

 

DECLINED ORDER

We reserve the right to cancel an order and/or to place a stop on online orders if:

1) Your order is not accepted at the nominated delivery address; or
2) We believe (or reasonably suspect) that your order is fraudulent or you have otherwise breached these website terms and conditions; or
3) We believe you are not at legal age to buy such product.

CANCELING YOUR ORDER

If your order has not started being processed, email us as soon as possible at: [email protected] and we’ll let you know if your cancellation was successful. All orders are processed and shipped the same day (before 3PM cut-off time) up to two working days from the date when the order was placed.

 

RETURN TO SENDER (for DOMESTIC ONLY)

All unclaimed and undelivered packages will be returned to us. In such cases, we will notify you through email and should want the package to be redelivered – shipping charges will need to be borne by the customer. We will attempt to contact you 3 times, and keep your package for 14 business days, after such your package will be disposed.

RETURN & REFUND POLICY

Due to the nature of the products – ejuices, THE9 does NOT accept any returns, exchange or refunds. However, should you received a damaged product (due to mishandling of the courier company), it will be in our best interest and discretion to issue replacement or refund the product. This is limited ONLY to sealed and unopened product – bottles that have been opened and/or used can not be exchanged for another flavor or returned.

All devices and atomizer sold through this website is warrantied against manufacturer defect for up to 7 days, unless stated otherwise in the product owner’s manual (Manufacturer warranties will vary by individual product). Such return will need to go through our RMA (Return Merchandise Authorization) process, described below.

All returns and refunds are subjected to our verification process, as such please be as detailed as possible and include pictures. All return shipping costs will  be borne by you, the customer, however, if it is determined that the fault is ours (damaged or wrong item sent), the shipping costs will be borne by us.

In the event of refunds, we will ONLY refund the product value which excludes any additional cost imposed by us – shipping cost as well as payment fees (applies to Online Banking (iPay88 and PayPal). All refunds will be refunded through our store credit points, RM1 = 100 Points and you will be notified when points are credited into your account.

HOW TO RETURN OR EXCHANGE YOUR ORDER

  1. Email us at [email protected] – ensure to provide your order number and email address has to be tally to the order made. Include the item you wish to RMA and issues you are experiencing with your product at.  Please include pictures and be as detailed as possible. (In most cases, we are able to help customers troubleshoot issues, and a return/exchange is not required).
  2. We will respond to your inquiry within 24 to 48 hours letting you know if your RMA has been approved or denied or if further clarification is needed.
  3. If your request has been approved, please repackage the item(s) including all original parts, packing material, instructions, etc., within reason.  This means that everything must be returned exactly as it was sent to you.  Poor repackaging or the return of damaged merchandise could result in refusal of your RMA and loss of any repair or replacement item. Items MUST NOT have any damage due to user error or abuse.
  4. We will contact you once we receive your return.  Should you have any questions during the RMA process, please feel free to email us any concerns you may have to [email protected]
  5. Repaired or replaced items will be shipped back to you after the item has been inspected and found to be defective.  Items that can not be repaired , will be replaced, however, they must be for the same item and the same finish, IF AVAILABLE.  If an RMA is found to be in working condition, the original item will be returned back to you at your own expense.  Customers returning item(s) for a refund, will be refunded through our store credit points – RM1 = 100 Points, once the item(s) are received in satisfactory condition.

 

UPDATED: August 11th, 2016 – 0957 hrs.