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. Pos Laju is the leading courier company in Malaysia, connecting over 80% of populated areas across the country with its Next Day Delivery and other services. Pos Laju has the widest network coverage and the largest courier fleet in Malaysia. Pos Laju’s suite of products and services are available at more than 1,000 outlets comprising of 704 Pos Malaysia outlets, 264 Pos Mini outlets, 68 Pos Laju branches, 151 authorised agents, 24 Pos-On-Wheels, 6 Pos Laju kiosks, 13 Pos Laju service centres and 4 Pos Laju Go2U mobile units.

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 dispatch has been confirmed). Alternatively, email us at support@simbae.com. 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 support@simbae.com. 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.

DUTIES & TAXES PAID, FOR SELECTED COUNTRIES

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.

DELIVERY CHARGES

Our International delivery charges are calculated by destination country and then by weight of the order. Please locate the delivery zone, the charges are calculated by weight for each delivery zone for every country. Please click here.

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 support@simbae.com. 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 support@simbae.com.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 support@simbae.com. 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.