Effective Date: 25 October 2024
Website: bioherbsinstantcoffee.com
Operator: Bio Herbs Instant Coffee (“we”, “us”, “our”)
Support: support@bioherbsinstantcoffee.com • WhatsApp/Telegram: +601121944419
Read this together with our Terms & Conditions, Privacy Policy, and Returns & Refunds.
1) Processing & Dispatch
- Handling time: We dispatch orders within 1–2 business days after payment confirmation.
- Business days: Monday–Friday (Malaysia), excluding public holidays.
- We may contact you to verify address/phone to prevent delivery issues.
2) Shipping Methods & Typical Transit Times
Transit times are estimates and exclude handling time. Actual delivery depends on carrier operations and customs clearance.
A) Economy Shipping — Postal Clearance
Carriers: Quantium Solutions / Singapore Post
Estimated transit: 14–21 business days
Tracking: Milestone tracking (may rely on destination postal network)
B) Expedited Shipping — Commercial Clearance (Express Courier Brokerage)
Carriers: DHL Express / FedEx
Estimated transit: 3–7 business days
Tracking: Full tracking with delivery confirmation
Important differences: Expedited shipments are processed through commercial customs clearance and may require additional documentation (e.g., tax numbers/IDs, KYC checks, product clarifications). Because of this, Expedited can occasionally experience longer delays than Economy (postal) in some countries—especially during peak seasons or when extra documents are requested by customs.
3) Availability by Country & Method Limits
- Due to higher costs and stricter brokerage rules, Expedited Shipping is primarily offered to the US, UK, Australia, and Canada, and select routes we enable from time to time.
- If Expedited is not available for your address, checkout will show Economy by default.
- If Expedited is chosen for an ineligible address, we may:
- Downgrade to Economy and refund the difference, or
- Cancel and refund the order (you’ll be notified).
- Personal-use quantity limits: In some countries, customs treat purchases above a small threshold as commercial. To ensure smooth personal shipment clearance, we may limit orders to up to 3 boxes per shipment (or an equivalent local weight/volume). Orders above this limit may be split into multiple shipments/dates (additional shipping may apply) or cancelled and refunded if personal-use limits would be exceeded. For larger quantities, a business/commercial import may be required.
- We reserve the right to limit quantities or disable Expedited to destinations with repeated clearance issues, remote-area restrictions, or carrier embargoes.
Tip: On product cards, check the top-right badge on the image to see the default shipping method for that quantity/price. Most economy-default products can be upgraded to Expedited at checkout when available.
4) Duties, Taxes & Customs (Incoterms® DAP)
- Unless stated otherwise, we ship on DAP (Delivered At Place) terms: import duties, taxes, brokerage and clearance fees are paid by the receiver.
- Customs may contact you for ID/tax numbers (e.g., EIN/EORI/ABN), invoice confirmation, or other documentation. Please respond promptly to avoid delays.
- If duties are refused or documents are not provided, parcels can be returned or destroyed by authorities. Refunds, if the parcel returns to us in sellable condition, follow our Returns & Refunds and exclude unrecoverable carrier/customs charges.
5) Addresses, Delivery & Re-delivery
- Provide a complete, deliverable street address and local phone number. (P.O. Boxes are generally not supported for Expedited; Economy to P.O. Boxes depends on destination rules.)
- Carriers may require a signature or safe-drop authorization. Missed deliveries may be reattempted or held at a pickup point.
- Address changes after dispatch are not guaranteed and may incur carrier fees borne by the buyer.
6) Packaging, Split Parcels & Surcharges
- We use protective, food-grade packaging.
- Large orders may ship in multiple parcels at no extra product cost.
- Remote area and volumetric weight surcharges may apply for Expedited; if applicable, we will contact you before dispatch.
7) Tracking & Notifications
- A shipment confirmation email with tracking is sent when your order leaves our facility.
- Tracking may take 24–48 hours to activate.
8) Delays, Lost or Damaged Parcels
- Delays can occur from customs backlogs, peak seasons, weather, strikes, route changes or additional document requests (more common on Expedited commercial clearance).
- Damaged/short shipment: Contact us within 7 days of delivery with photos of the outer box + label, inner packing, and the product.
- Lost in transit: After carrier investigation and the following thresholds (from dispatch, excluding customs/handling delays), we’ll reship or refund at your choice:
- Economy (Quantium/SingPost): 30 business days
- Expedited (DHL/FedEx): 15 business days
9) Undeliverable, Refused or Returned Parcels
- If a parcel is undeliverable (invalid address, repeated failed attempts) or refused (including refusal to pay duties), and it returns to us in sellable condition, we refund product price only, less outbound/return shipping and any unrecoverable charges. See Returns & Refunds.
- If customs destroys or abandons the parcel, we cannot refund.
10) Country Restrictions
We ship where carriers operate, except destinations restricted by sanctions, carrier embargoes, or local regulations for our product category (instant coffee/herbal beverage). If we cannot ship to your address, we will cancel and refund.
11) Pre-orders / Backorders (if shown)
Pre-order/backorder items ship when stock arrives. We display an estimated window on the product page and will notify you of material changes.
12) Ownership & Risk
Title and risk of loss transfer to you upon delivery to the carrier at our fulfillment point (DAP). Please inspect parcels on receipt and notify us promptly of issues.
13) Contact
Questions about shipping or method availability for your country?
Email: support@bioherbsinstantcoffee.com
WhatsApp/Telegram: +601121944419