Effective Date: 15 May 2025
Thank you for shopping with Pokok Co. We are committed to providing a smooth and reliable delivery experience. Please read our shipping policy carefully to understand how we handle the processing, shipping, and delivery of your order.
1. Order Processing Time
- All orders are processed within 1–2 business days after payment confirmation.
- Orders are not shipped or delivered on weekends or public holidays.
- You will receive a confirmation email with your order number and details upon successful checkout.
2. Shipping Coverage
We currently ship within:
- Malaysia (West & East)
- Singapore
If you are located outside these regions, kindly contact us before placing an order.
3. Estimated Delivery Time
| Destination | Delivery Time |
|---|---|
| West Malaysia | 2–4 working days |
| East Malaysia | 3–6 working days |
| Singapore | 3–5 working days |
Note: Delivery times are estimates and may vary depending on courier performance, destination, and unforeseen delays.
4. Shipping Fees
Shipping fees are calculated at checkout and may vary based on:
- Delivery location
- Weight and dimensions of the package
- Current courier rates
We may offer free shipping promotions from time to time. These will be clearly stated on our website or promotional materials.
5. Order Tracking
Once your order has been shipped, you will receive a tracking number via email or WhatsApp. You may use this number to track your parcel with our delivery partner.
6. Failed Deliveries & Return to Sender
If a delivery attempt fails due to:
- Incorrect/incomplete address
- No one available to receive the parcel
- Customer uncontactable
The parcel may be returned to us. In such cases:
- The customer will be responsible for any re-delivery charges.
- No refunds will be issued for shipping fees.
7. Damaged or Lost Items
We take great care in packaging all orders, but if your item arrives damaged or appears lost in transit:
- Please contact us within 48 hours of receiving the parcel (or the estimated delivery date).
- Provide your order number, photos (if applicable), and a clear description of the issue.
We will assist you in filing a claim with the courier or arranging a replacement if eligible.
8. Change of Shipping Address
If you need to update your shipping address:
- Kindly contact us immediately after placing your order.
- Once your parcel has been shipped, we are unable to modify the delivery address.
9. Contact Us
For any inquiries regarding your order or shipping status, please contact:
Customer Support – Pokok Co.
📞 WhatsApp: +60 11 1778 4830
📧 Email: support@pokok.co
🌐 Website: https://pokok.co
We appreciate your trust in Pokok Co. and are committed to ensuring your order reaches you safely and promptly. Thank you for supporting local, natural gardening solutions! 🌱
