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DELIVERY

DELIVERY PARTNERS

UPS is a global leader in logistics, offering a broad range of solutions including the transportation of packages and freight; the facilitation of international trade, and the deployment of advanced technology to more efficiently manage the world of business. Headquartered in Atlanta, Ga., UPS serves more than 220 countries and territories worldwide.

GDEX operates a network of 211 stations: comprising 66 branches, 1 affiliate, 54 agents, 23 lodge-in centres and 67 reseller agencies throughout Peninsular and East Malaysia. As of 30 June 2016, GDEX has a fleet of 654 trucks and vans and staff strength of 2984.

DELIVERY INSTRUCTIONS

We want to make sure that your Simbae Gift Pack arrives safe and sound, so there are a few delivery requests we can't commit to:

•    Leaving parcels over fences
•    Leaving parcels on doorsteps
•    Putting parcels through windows
•    Leaving parcels in bins/bin cupboards or wheelie bins
•    Leaving parcels exposed to the elements

Please note that Simbae cannot be held responsible for late/failed deliveries for reasons outside of our control i.e. in the cases of adverse weather conditions.

Tracking details for your order will be included in your order confirmation email (registered customers will also be able to locate these details from within their account area once despatch has been confirmed). Alternatively, email us at [email protected]

All deliveries will be made via courier service where a signature is required. Please ensure that there will be somebody available at the delivery address who will be able to provide this. In the event that you should miss your scheduled delivery, the courier should leave a notification card and re-attempt the following working day. The courier will attempt delivery the order on 3 consecutive working days. Please note that changes of delivery address will need to be made via the Customer Service team at [email protected]. Should the courier be unable to complete delivery after the 3 attempts have been made, your order will be returned to us. In these cases, Simbae reserves the right to charge you again for any return and re-send costs that we incur.

Please note: We do not dispatch or deliver on weekends or public holidays and are unable to deliver to PO Boxes.

 

DELIVERY CONDITIONS

Our international shipping charges are based on a weight-based rate cost which is automatically calculated during the checkout process once the delivery destination country has been selected. All international orders will be delivered within 3-10 working days from the date of dispatch.

  1. Orders placed before 12 pm midday (GMT) Monday - Thursdays will be dispatched by international courier on the same day.
  2. Orders placed after the 12 pm midday (GMT) cut off time will be dispatched the following working day*. Please note that we do not dispatch or deliver at weekends.

Due to the current political climate, additional security checks are taking place in many countries. This may result in a small delay to the delivery of orders to certain countries.

International orders may be subject to Customs inspections and/or fees based on each country's specific regulations. Simbae is not responsible for these actions or any reimbursement of customs fees or taxes. Should the recipient refuse to pay these charges, the purchaser will be liable to pay the returns costs. If the returns cost exceeds the product's value and the option of abandoning/destroying the goods is chosen, no refund will be given for the order.

DUTY & TAX-FREE - Yes, we paid it ALL!

We here at Simbae, have a mission to spoil as many pets across the globe as we can. This 2017 we choose Southeast Asia to be our first project of making Simbae Grooming products readily available to all pet lovers. As such Simbae will cover ALL your duties and taxes in the following countries;

  • Malaysia
  • Singapore
  • Thailand
  • Indonesia
  • Philippines
  • Australia
  • New Zealand

This also ensures you have a smooth and hassle free delivery! All that you have to worry about is purchasing your Simbae products and delivery charges!

DELIVERY CHARGES

Our international delivery charges are calculated by destination country and then by weight of order. Please locate the delivery zone for your country in the table below, then see below for the delivery charges by weight for each delivery zone.

Delivery ZoneDelivery CountriesAverage delivery times
(Mon-Fri)
Zone 1MalaysiaFrom 2 - 3 days
Zone 2SingaporeFrom 2 - 3 days
Zone 3Brunei, Hong Kong, Indonesia, Philippines, Thailand, Taiwan, VietnamFrom 2 - 3 days
Zone 4Australia, China, Japan, Cambodia, South Korea, Laos, Myanmar, Mongolia, Macau, New ZealandFrom 2 - 3 days
Zone 5Bangladesh, Bhutan, India, Sri Lanka, Nepal, PakistanFrom 3 - 4 days
Zone 6Canada, Mexico, USAFrom 4 - 5 days
Zone 7Andorra, Belgium, Germany, Spain, France, United Kingdom, Italy, Luxembourg, Netherlands, San MarinoFrom 3 - 5 days
Zone 8United Arab Emirates, Austria, Switzerland, Czech Republic, Denmark, Finland, Greece, Hungary, Ireland, Norway, Poland, Sweden, Slovakia, Turkey, South AfricaFrom 3 - 5 days
Zone 9Argentina, Brazil, Chile, Costa Rica, Jersey, VenezuelaFrom 5 - 7 days
Zone 10**Rest of the WorldFrom 5 - 7 days

International Delivery Zone Charges by Weight:
*prices are in USD Currency

Delivery Zone0.500 - 1kg1 - 1.5kg1.5 - 2kg2 - 2.5kg2.5 - 3kg
Zone 1$3.00$3.00$3.00$3.00$3.00
Zone 2$12.00$14.30$16.60$18.90$21.20
Zone 3$20.00$22.50$25.00$27.50$30.00
Zone 4$24.80$29.00$33.20$37.40$41.60
Zone 5$26.00$30.50$35.00$39.50$44.00
Zone 6$29.70$34.70$39.70$44.70$49.70
Zone 7$34.20$39.90$45.60$51.30$57.00
Zone 8$39.30$46.00$52.70$59.40$66.10
Zone 9$45.20$52.90$60.60$68.30$76.00
Zone 10$52.00$60.90$69.80$78.70$87.00

**Rest of the World

Afghanistan, Antigua And Barbuda, Anguilla, Albania, Armenia, Angola, America Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados, Burkina Faso, Bulgaria, Bahrain, Burundi, Benin, St. Barthelemy, Bermuda, Bolivia, Bonaire, St. Eustatius, Saba, Bahamas, Botswana, Belarus, Belize, Congo, Central African Republic, Cote d'Ivoire, Cook Islands, Cameroon, Colombia, Cape Verde, Croatia, Curacao, Cyprus, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Estonia, Eygpt, Eritrea, Ethiopia, Fiji, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gibraltar, Greenland, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea-Bissau, Guyana, Honduras, Haiti, Israel, Iraq, Iceland, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, St. Kitts and Nervis, Kuwait, Cayman Islands, Kazakhstan, Lebanon, St. Lucia, Liberia, Lesotho, Lithuania, Latvia, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Macedonia, Mali, Mariana Islands, Martinique, Mauritania, Montserrat, Malta, Mauritius, Maldives, Malawi, Mozambique, Namibia, New Caledonia, Niger, Nigeria, Nicaragua, Oman, Panama, Peru, French Polynesia, Papa New Guinea, Palau, Paraguay, Qatar, Reunion Island, Romania, Serbia, Kosovo, Russia, Rwanda, Saudi Arabia, Solomon Islands, Seychelles, Slovenia, Sierra Leone, Senegal, Suriname, El Salvador, St. Martin, Syria, Swaziland, Turks & Caicos, Chad, Togo, Tajikistan, Timor-Leste, Turkmenistan, Tunisia, Tonga, Trinidad & Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, St. Vincent and the Grenadines, British Virgin Islands, US Virgin Islands, Vanuatu, Wallis and Futuna Islands, Samoa, Yemen, Mayotte, Zambia, Zimbabwe.

RETURNS & EXCHANGES

Simbae will be happy to assist you with any questions regarding your order, including returns, exchanges, and shipping. All inquiries should be directed to [email protected]. Please state your order reference number as well as your contact details in your email.

RETURNS POLICY

In this instance, please notify us of your intent to return the goods in writing, or by email to [email protected]. Please note that the items/ goods purchased must be unused and in a perfect resalable condition, accompanied by a valid order reference. Once the 7 day period has passed we have the right to refuse exchanges of any unwanted items. Should you experience any issues with your order, please contact our Customer Service team via email.

FAULTY / DAMAGED GOODS

If for any reason the goods you receive are faulty or damaged in any way please contact our Customer Service team via email at [email protected]. Should a replacement not be required please notify us and we will issue a credit in terms of loyalty points, rewards, coupons or gift cards. Please note that it may be necessary to provide photographic evidence of the damaged goods or in more severe cases, we may choose to collect the damaged products from you for Quality Review investigation.

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