FAQ

CMCO & TEMCO

Dear Beloved Customer,

NH Prima International Sdn. Bhd. would like to assure you that order processing operation will still take place with minimal manpower during this period. Do expect some delay in your orders.
For area which is affected by TEMCO (Targeted Enhanced Movement Control Order) imposed by the authorities, all parcel will be stored at the nearest Hub and delivery will resume as soon as the TEMCO is lifted. If necessary, the courier partner will inform you via phone call or "SMS" for self-collection at pre-determined Hub/Branches.
As always, please take an extra miles precaution to keep yourselves safe and healthy during this season. We will try our best to make sure that our services still giving you a pleasant experience.

Shipping & Duties

1. Can I choose courier service for my parcel?
For Local shipment (Within Malaysia), you may choose between Poslaju or DHL eCommerce service.
For International shipment (Outsite Malaysia), Only DHL Express is available.

We will add more courier services in the future.

2. 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. Order after 9 am will be processed on the next business day.

An email with the tracking number will be sent to you once the item has been shipped.

3. When will I receive my order?
- For Local Delivery (Malaysia), it will take within 3 - 5 business days for your parcel to be delivered (5 - 7 business days for Sabah and Sarawak)
- For International Delivery, it will be depending on the country of destination. The estimation will be within 7 - 14 business days, subject to the courier service provider and custom clearance at the respective country.

note: for International shipment, be sure to log into the correct link/website for purchasing

4. How much will the postage fee cost?
All Local and International Delivery fees will be automatically calculated based on the parcel weight/dimension & your shipping country during checkout.

5. Why is my tracking number shows no record?
Don't be worry about your order status says "Shipped" but the tracking information doesn't show movement. Upon pickup from our courier partner, it may take up to 24 hours for the tracking detail to be updated. We appreciate your patience and you should expect your package to arrive within the estimated timeframe.

In the event where there's no movement in the tracking status after 24 hours or more, kindly drop us an email to customerservice@nhprima.com.my with the following detail for us to investigate further:-

- Order Number:
- Tracking number:
- Contact Number:

6. I still have not received the tracking number.
In this case, your order may not be processed yet but not to worry. A tracking number will be generated and email to you only after the order is processed and shipped, normally within 2 business days.

If your order status has been marked as "Shipped" but no tracking number received, kindly drop us an email to customerservice@nhprima.com.my with the following details for us to investigate further:-

- Order Number:
- Contact Number:

7. Can I change my delivery address?
We can't promise that we can accommodate all such requests as it shall be subjected to the business conditions. No changes are allowed once the order is processed/shipped.

8. What would happen if I was not around when the courier partner arrived at my delivery address?
Our courier partner will make 2 delivery attempts, or a note will be left at your doorstep should there's no one is 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

note: Always make sure to have someone available to receive the parcel upon the arrangement to avoid failed delivery.

9. What happens if my item is returned back to the sender by the courier service provider?
Upon receiving back your parcel, our customer service team will drop you an email to notify and advise further on a re-delivery arrangement.
note: Additional charges on the postage may be imposed for us to re-deliver the parcel.

10. Can I use my office address to receive my parcel?
Yes, you may use your office address to receive your parcel. Be sure to indicate the detail below for better reference:-

- Full Name:
- Department:
- Building Name & Floor:

11. Do you provide a Self-Pickup option?
No, we do not offer a self-pickup service at the moment.

12. Do you ship to a P.O. box?
We're sorry, we are not able to deliver to any P.O. boxes.

International Shipment

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