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Delivery Policy

Delivery Policy

At HMA Nutrition, we are committed to delivering your orders promptly and reliably. The following policy outlines our shipping and delivery procedures so you know what to expect when shopping with us. Our goal is to provide a smooth, transparent, and secure delivery experience for every customer.

Shipping Destinations

HMA Nutrition currently ships orders within Malaysia as well as to Thailand. We deliver to all states in Malaysia (West Malaysia and East Malaysia) and cover major regions in Thailand through our international shipping partners. Please note that we do not offer shipping to countries other than Malaysia and Thailand at this time.

Couriers and Shipping Methods

To ensure your package arrives safely and on time, HMA Nutrition works with trusted delivery partners:
• Within Malaysia: We partner with reputable local courier companies (such as DHL Ecommerce , J&T Express, GDex, etc.) to handle domestic deliveries. The choice of courier may depend on your location and the service’s availability, but we always select a reliable provider for your area.
• Shipments to Thailand: Orders bound for Thailand are shipped via our forwarding agents. Our forwarding agents consolidate and dispatch international orders to Thailand, working with local Thai courier services for final delivery. This two-step process ensures that your parcel is efficiently managed across borders and reaches you in Thailand securely.

Order Processing Time

Once you place an order, our team will start preparing it for shipment. Orders are processed and dispatched within 1–2 business days after payment confirmation. “Business days” refer to Monday through Friday and exclude weekends and public holidays. For example, if you place an order on a Saturday or during a public holiday, processing will begin on the next working day. We strive to fulfill orders as quickly as possible, and you’ll be notified as soon as your package is on its way.

Estimated Delivery Times

Delivery times vary based on the destination. Below are the estimated delivery time frames for when you can expect your order after it has been dispatched from our facility:
• West Malaysia: Approximately 2–4 business days for delivery.
• East Malaysia (Sabah & Sarawak): Approximately 7–12 business days for delivery.
• Thailand: International deliveries to Thailand are usually completed in 5–10 business days after dispatch.

Please note that these time frames are estimates, and actual delivery times may differ slightly. We do not guarantee that a package will arrive exactly within these ranges, but most orders are delivered within the given estimates. If your area is more remote, it might take a bit longer for couriers to reach you.

Order Tracking & Notifications

For your peace of mind, HMA Nutrition provides tracking for all orders:
• Tracking Number: Once your order has been shipped, you will receive a shipment confirmation email (and/or SMS notification) containing your tracking number and a link to track the package.
• Tracking Updates: It may take up to 24 hours after you receive the tracking number for the information to appear on the courier’s tracking system. This is normal. Please allow some time for the courier to scan and register the package in their network.
• Monitoring Your Delivery: You can use the provided tracking link or number to see the status and journey of your shipment. We encourage you to monitor the delivery progress. If you notice any unusual delays or issues in the tracking updates, feel free to contact HMA Nutrition customer support for assistance.
• Delivery Notifications: Many of our courier partners will provide a delivery notification (via email, SMS, or phone call) on the day of delivery. Please ensure someone is available at the shipping address to receive the package or that you have made appropriate arrangements (such as authorizing the courier to leave it in a safe place, if offered).

Shipping Fees

We aim to keep our shipping fees fair and transparent:
• Malaysia Deliveries: Shipping charges (if applicable) for deliveries within Malaysia will be calculated at checkout based on your order weight, dimensions, and delivery location. Any applicable fee will be clearly shown before you confirm your order. Occasionally, we may offer promotions such as free shipping for orders over a certain amount – these will be advertised on our site when available.
• Thailand Deliveries: For orders shipped to Thailand, the shipping fee will also be calculated at checkout. International shipping may incur higher costs due to forwarding services and distance. The exact fee will be displayed at checkout for your review before payment.
• No Hidden Costs: HMA Nutrition does not add any hidden handling fees beyond the displayed shipping charge. You pay only what is shown at checkout.
• Duties & Taxes: Shipments to Thailand might be subject to import duties or taxes according to Thai customs regulations. These charges (if applicable) are not included in our product prices or shipping fees. Any such import fees would be the responsibility of the recipient. The courier or our forwarding agent will inform you if any duties or taxes need to be paid upon arrival or before delivery.

Potential Delivery Delays

While we work hard to ensure timely deliveries, there are some circumstances that might delay your order:
• Public Holidays & Peak Seasons: During festive periods or national holidays (both in Malaysia and Thailand), courier services often experience high volumes which can lead to slight delays. Similarly, year-end holidays or big sale events may slow down usual delivery times.
• Weather and Unforeseen Events: Severe weather, natural disasters, or other unexpected events (e.g. regional disruptions or lockdowns) can affect transportation networks and cause delays beyond our control.
• Customs Clearance (for Thailand): International orders going to Thailand may occasionally be held for customs inspection or clearance processes. This can add a few extra days to the delivery time. Our forwarding agents handle the necessary documentation to minimize any delays, but customs procedures are ultimately managed by local authorities.
• Courier Operational Delays: In rare cases, local courier companies might face internal delays or rescheduling issues that postpone delivery. We track all shipments and will assist in following up with the courier if an order is overdue.
• Communication: If we become aware of a significant delay or issue with your delivery, HMA Nutrition will do our best to notify you promptly. Our customer support team is always ready to help resolve any delivery problems and keep you updated.

We kindly ask for your patience if any of the above situations occur. Rest assured, ensuring you receive your order is our priority, and we will work with the courier to get your package to you as soon as possible.

Undeliverable Packages (Incorrect Address or Failed Delivery)

To make sure your order reaches you without any issues, please provide an accurate and complete shipping address at checkout. HMA Nutrition is not responsible for delivery problems if an address was entered incorrectly. Here is how we handle undeliverable packages:
• Invalid or Incorrect Address: If the address you provided is incorrect or incomplete, the courier may be unable to complete the delivery. In such cases, the package is usually returned to us or held at the courier’s local office. We will reach out to you if we receive a package returned due to an address error.
• Failed Delivery Attempts: Our courier partners will generally attempt delivery multiple times or contact you if they’re having trouble delivering. If a package is ultimately marked as “undeliverable” or “return to sender” after repeated attempts (for example, if no one is available to receive it for several days), it will be returned to us or to our forwarding agent.
• Reshipping Your Order: If we receive your undelivered package back, we will contact you to confirm the correct address and arrange a re-delivery. We are happy to resend your order, but please note that additional shipping charges may apply for the second delivery attempt if the initial delivery failed due to an error in the address provided or if no recipient was available.
• Refunds for Undeliverable Orders: If a package is returned to us and you decide not to have it re-shipped, we can issue a refund for the products. Please note that shipping fees cannot be refunded in such cases since those costs were incurred during the initial shipment. (For more details, please refer to our Return/Refund Policy.)
• Address Changes: If you realize that you entered the wrong address, please contact HMA Nutrition customer service immediately. If your order has not yet been shipped, we will do our best to update the address. However, if the parcel has already left our facility, we unfortunately cannot change the destination at that stage. You may need to coordinate with the courier using the tracking information to see if an address redirect is possible (this depends on the courier’s policies and is not guaranteed).
• Preventative Measures: To avoid delivery issues, double-check your address details (street name/number, postcode, city, state, and contact number) before finalizing your order. Also, consider providing an address where someone will be available to receive the package (for example, your workplace or a family member, if you won’t be home during delivery hours).

HMA Nutrition is committed to working with you to ensure your order is delivered successfully. If you have any concerns about your shipment or its status, don’t hesitate to reach out to us so we can assist you.

Thank you for choosing HMA Nutrition. We appreciate your trust in us to provide quality products with dependable delivery service. If you need further assistance or have any questions regarding shipping or your order status, please contact us at +6019-696 3699 (WhatsApp) or email info@hmanutrition.com . Our team is always ready to help make your experience with HMA Nutrition a positive one, from purchase to delivery.