Shipping Policy

Effective Date: [Insert Date]

At Catit, we are committed to ensuring that your orders are processed and delivered safely, securely, and efficiently. This Shipping Policy explains our order processing, shipping, delivery timeframes, delivery charges, and procedures relating to shipping.

1. Order Processing

All orders are processed after successful order confirmation and payment verification.

Orders are generally processed within 1–3 business days. Orders placed during weekends, public holidays, or outside our normal business hours will be processed on the next available business day.

Processing times may be longer during promotional campaigns, festive periods, public holidays, or periods of unusually high order volumes.

2. Shipping & Delivery Areas

We currently provide delivery services to selected locations within Malaysia.

Delivery availability may depend on the delivery address, courier coverage, product availability, and other logistical factors.

If we are unable to deliver to your selected address, our customer service team may contact you to discuss an alternative delivery arrangement.

3. Estimated Delivery Time

Once your order has been processed and dispatched, delivery time may vary depending on your location and the courier service used.

Estimated delivery timeframes are:

• West Malaysia: Approximately 2–5 business days
• East Malaysia: Approximately 5–10 business days
• Remote Areas: Additional delivery time may apply

The above delivery timeframes are estimates only and are not guaranteed. Delays may occur due to weather conditions, public holidays, courier disruptions, incorrect delivery information, or other circumstances beyond our reasonable control.

4. Shipping Charges

Shipping charges may vary depending on:

• Delivery location
• Order weight and dimensions
• Number of products ordered
• Selected delivery service
• Promotional offers

The applicable shipping charges will be displayed during the checkout process before you complete your purchase.

From time to time, Catit may offer free shipping promotions subject to specific terms and conditions.

5. Order Tracking

Where tracking is available, customers may receive a tracking number or shipment information after their order has been dispatched.

Customers may use the provided tracking information to monitor the progress of their shipment.

If your order has not arrived within the expected delivery timeframe, please contact our customer service team and provide your order number.

6. Delivery Address

Customers are responsible for providing accurate and complete delivery information when placing an order.

Please ensure that the following information is correct:

• Full Name
• Contact Number
• Email Address
• House/Building Number
• Street Address
• City/Town
• State/Territory
• Postcode
• Country

Catit will not be responsible for delivery delays, failed deliveries, or additional shipping charges resulting from incorrect, incomplete, or outdated information provided by the customer.

7. Failed Delivery

If a delivery attempt is unsuccessful because the recipient is unavailable, the address is incorrect, or the courier is unable to complete the delivery, the courier may make another delivery attempt or provide instructions for collection.

If an order needs to be reshipped because of incorrect delivery information or repeated failed delivery attempts, additional shipping charges may apply.

8. Damaged Packages

Customers are encouraged to inspect their package immediately upon delivery.

If the package appears damaged, opened, wet, crushed, or otherwise compromised, please take clear photographs of the package and its contents and contact us as soon as possible.

For damaged products, we may request:

• Order number
• Photographs of the shipping package
• Photographs of the damaged product
• Description of the damage
• Any additional information required to investigate the issue

Claims relating to damaged products will be handled in accordance with our Cancellation and Refund Policy.

9. Missing or Lost Orders

If your order appears to be significantly delayed, missing, or lost during transit, please contact our customer service team.

We may contact the relevant courier service to investigate the shipment and determine the appropriate resolution.

Delivery delays or losses caused by circumstances outside our reasonable control may affect the applicable resolution.

10. Incorrect or Undeliverable Address

If an order is returned to us because the delivery address provided by the customer was incorrect, incomplete, or undeliverable, we may contact the customer to arrange redelivery.

Additional shipping charges may apply for redelivery.

11. Changes to Shipping Information

If you need to change your delivery address after placing an order, please contact us as soon as possible.

We will try to accommodate address changes where the order has not yet been processed or dispatched. However, we cannot guarantee that changes can be made after an order has been shipped.

12. Public Holidays and Delivery Delays

Delivery services may be affected by:

• Weekends
• Malaysian public holidays
• Festive seasons
• Severe weather
• Courier service interruptions
• High order volumes
• Promotional campaigns
• Unforeseen logistical circumstances

Such situations may result in delivery taking longer than the estimated timeframe.

13. Product Availability

Orders are subject to product availability.

If an ordered product becomes unavailable or there is an unexpected delay in fulfilling the order, we may contact you with further information regarding the order and available options.

14. Delivery Confirmation

An order will generally be considered delivered when the courier service records the shipment as successfully delivered to the address provided during checkout.

Customers should ensure that someone is available to receive the package where required.

15. Contact Us

If you have any questions regarding shipping, delivery, tracking, or your order, please contact our customer service team.

Email: contact@hagenasia.com

Phone: +603 8920 7575

Address: Lot 679, Jalan Plumbum 1, Kawasan Perindustrian Sg. Purun, 43500 Semenyih, Selangor Darul Ehsan, Malaysia.

16. Policy Updates

Catit reserves the right to update or modify this Shipping Policy from time to time.

Any changes will be published on this page with the updated effective date. Customers are encouraged to review this policy periodically for the latest information.

By placing an order through our website, you acknowledge and agree to the terms outlined in this Shipping Policy.