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FAQ


Shipping & Duties

Can I choose the courier service for my parcel?
You may either choose Poslaju or DHL eCommerce service for local shipment within Malaysia. For international delivery (outside Malaysia), only DHL Express is available.

Note: the availability may vary depending on the service coverage area by respective partners

How long does it take for my order to be shipped?
Once your payment has been verified, we will process and ship your order within 2 business days. However, due to the lockdown SOPs and manpower restrictions, we expect your orders to be shipped within the next 5 to 8 working days. Please rest assured that we work our hardest to get you your order processed as quickly as possible.

Orders made after 9 am will be processed on the next business day. A notification email containing your order tracking details will be sent to you once the item is sent for shipping.

How much will the postage fee cost?
All local and international delivery fees will be automatically calculated based on the parcel’s weight/dimension and your shipping country during checkout.

When will I receive my order?
It will take approximately 3 - 5 business days from the order shipped date, for local delivery (West Malaysia) and 5 - 7 business days for Sabah and Sarawak. For international orders, the delivery time frame is subjected to the courier service provider, country of destination as well as customs clearance. The estimated delivery time frame is between 7 - 14 business days.

Why is my tracking number showing no record?
It may take up to 24 hours for our delivery partners to update the details of your parcel upon its pick-up. We appreciate your patience and you should expect your package to arrive within the estimated timeframe. Kindly drop us an email with your order and tracking numbers to customerservice@nhprima.com.my in the event where the tracking details are not updated for more than 24 hours and our team will investigate further.

I still have not received my tracking number
In this instance, your order may not be processed yet. A notification email with your parcel’s tracking details will be sent to you once our team has processed and shipped out your order, normally within 2 business days.

Can I change my delivery address?
We can't promise that we can accommodate this request as it is subjected to business conditions. No changes in the delivery details are allowed once the order is processed/shipped.

What would happen if I am not around when the courier partner arrives at my delivery address?
Our delivery partners will make 2 delivery attempts, or a note will be left at your doorstep if there's no one around during the delivery. You may contact them directly to check the status of the parcel or to arrange a self-pickup at their facility.

What happens if my item is returned back to the sender by the courier service provider?
In the case of a failed delivery, our customer service team will drop you an email to notify and advise further for a re-delivery arrangement. Additional charges on postage may be imposed for us to arrange a second delivery.

Can I use my office address as a delivery destination?
Yes, you may use your office address as your delivery destination. Be sure to provide us with your full name, department and building name/floor to ensure the delivery is made accurately.

Is Self-Pickup option available?
No, we do not facilitate self-pickups at the moment.

Do you ship to P.O. box
No, we are unable to deliver to P.O. boxes.

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