Shipping policy

Shipping & Delivery Policy

Thank you for shopping with us. To ensure the smooth and timely delivery of your order, please review our shipping guidelines below.

1. Shipping Coverage & Address Accuracy

We ship to all regions across Malaysia (including Peninsular Malaysia, Sabah, and Sarawak).

• Address Verification: It is the customer's responsibility to ensure that the delivery address is entered correctly and includes all necessary details (such as building names, floor/unit numbers, and accurate postal codes).

• Liability: We are not responsible for lost, misplaced, or incorrectly delivered shipments if the address provided at the time of purchase is inaccurate or incomplete.

If you have any questions regarding your delivery area or need to clarify your address details, please contact our Customer Support team at support@narwalmy.com.

2. Delivery Claims & Missing Packages

If your tracking information states that your package has been delivered but you have not received it, or if you are experiencing a total non-delivery, please notify us promptly.

• Claim Window: You must contact us within 10 days of the stated delivery date to file a claim.

• Investigation Process: Once notified, we will work directly with the logistics carrier to investigate and resolve the issue.

• Timeline: Please note that carrier investigations and the claims process can take up to 30 days to complete, depending on the shipping provider used.

Note for Customer Service: Ensure that any updates to local Malaysian courier partnerships (e.g., Ninja Van, J&T, DHL eCommerce) are cross-referenced if specific carrier transit windows need to be added to this policy in the future.