Shipping Policy

For the purposes of this Disclaimer:

● “Company” (referred to as either “the Company”, “We”, “Us” or “Our” in this Disclaimer) refers to POP MART FANTASY SDN. BHD.

● “Goods” refers to the items offered for sale on the Service.

● “Orders” means a request by You to purchase Goods from Us.

● “Service” refers to POP MART FANTASY SDN. BHD., accessible from https://pmfantasy.com/.

● “You” means the individual accessing the Service, or the company or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

1. Introduction

This Shipping Policy explains the delivery areas, shipping charges, estimated delivery timeline, order processing procedures, and other conditions applicable to Orders placed through the Service.

This Policy applies to the toys, building blocks, soft plush toys, toy cars, and other Goods sold by POP MART FANTASY SDN. BHD.

By submitting an Order through the Service, You acknowledge and agree to the terms stated in this Shipping Policy.

2. Shipping Area

POP MART FANTASY SDN. BHD. currently ships Orders within Malaysia only.

Delivery may be available to eligible addresses in:

  • Peninsular Malaysia.
  • Sabah.
  • Sarawak.
  • Other serviceable locations within Malaysia.

Delivery availability remains subject to courier coverage, accessibility, product restrictions, and the accuracy of the delivery information provided by the customer.

We do not provide international shipping. Orders addressed to locations outside Malaysia will not be accepted or processed for delivery.

3. Free Shipping

The Company provides free standard shipping for eligible Orders delivered within Malaysia.

No standard shipping fee will be charged at checkout unless otherwise clearly stated before the Order is submitted.

Free shipping applies only to standard delivery. It does not include:

  • International shipping.
  • Overnight delivery.
  • Same-day delivery.
  • Special delivery arrangements.
  • Customer-requested courier upgrades.
  • Redelivery resulting from incorrect customer information or unsuccessful delivery attempts.

If any additional charge becomes necessary due to a special request or circumstances caused by the customer, the Company will notify the customer before proceeding.

4. Delivery Timeline

Orders are generally expected to be delivered within seven (7) days after the Order has been confirmed and payment has been successfully received.

The delivery timeline is an estimate and may include:

  • Order verification.
  • Payment confirmation.
  • Product preparation.
  • Packing and handling.
  • Courier collection.
  • Transportation to the delivery address.

The estimated timeline may be affected by the delivery location, courier operations, public holidays, weekends, peak shopping periods, severe weather, operational interruptions, or circumstances outside the Company’s reasonable control.

5. Order Processing

Orders will be processed after payment has been successfully authorised and confirmed.

The Company may contact You if:

  • Payment cannot be verified.
  • An item is unavailable.
  • The delivery address appears incomplete or incorrect.
  • Additional information is required.
  • The Order contains an unusual quantity.
  • The Order requires further verification.

Processing may be delayed until the required information is provided.

Orders placed during weekends, public holidays, promotional periods, or periods of unusually high demand may require additional handling time.

6. No Overnight Delivery

The Company does not provide overnight delivery.

Customers should not place an Order with the expectation that it will arrive on the following day. Any delivery dates displayed by third-party systems or courier services are estimates and do not represent a guaranteed overnight delivery service offered by the Company.

If Goods are required urgently, customers should contact the Company before placing an Order to confirm whether the expected delivery timeline is suitable.

7. No International Shipping

The Company does not ship Goods outside Malaysia.

We do not currently accept responsibility for:

  • International courier arrangements.
  • Customs clearance.
  • Import duties.
  • International taxes.
  • Overseas delivery charges.
  • Customs documentation.
  • International product restrictions.
  • Cross-border delivery delays.

Orders containing a delivery address outside Malaysia may be rejected or cancelled. If payment has already been collected, the amount paid will be refunded through the original payment method wherever reasonably possible.

8. Delivery Addresses

Customers must provide a complete and accurate delivery address when placing an Order.

The delivery information should include:

  • Recipient’s full name.
  • Valid Malaysian contact number.
  • Building or house number.
  • Street name.
  • Apartment, unit, or floor number, where applicable.
  • Residential area or business name.
  • Postcode.
  • City.
  • State.
  • Any necessary delivery instructions.

The Company will not be responsible for delays, failed deliveries, or parcels delivered incorrectly because the customer provided inaccurate, incomplete, or outdated information.

9. Changing a Delivery Address

If You need to change the delivery address, You must contact the Company as soon as possible.

We will attempt to update the address if the Order has not been packed, processed, or collected by the courier. However, an address change cannot be guaranteed once fulfilment or delivery has started.

A delivery address generally cannot be changed after the parcel has been handed to the courier. Any approved redirection will be subject to the courier’s availability and procedures.

10. Courier Services

The Company may appoint third-party courier providers to deliver Orders.

The courier used may depend on:

  • Delivery location.
  • Parcel size and weight.
  • Product type.
  • Courier availability.
  • Operational requirements.

Customers cannot always select a preferred courier. The Company may change the selected courier where reasonably necessary to complete the delivery.

Couriers operate independently and may have their own delivery schedules, tracking systems, and delivery procedures.

11. Shipment Confirmation and Tracking

Where tracking is available, shipment or tracking information may be sent to the email address, telephone number, or customer account associated with the Order.

Tracking information may require time to become active after the parcel has been collected.

Customers are responsible for monitoring the tracking status and responding promptly to courier communications.

The absence of an immediate tracking update does not necessarily mean that the parcel has not been shipped.

12. Delivery Attempts

The courier may contact the recipient or attempt delivery according to its standard procedures.

You are responsible for ensuring that:

  • Someone is available to receive the parcel.
  • The recipient can be contacted.
  • The delivery location is accessible.
  • Any security or entry requirements are communicated.
  • The parcel is collected promptly if directed to a collection point.

If delivery is unsuccessful, the courier may attempt redelivery, hold the parcel for collection, or return it to the Company.

13. Failed Delivery and Returned Parcels

A parcel may be returned to the Company due to:

  • An incorrect or incomplete address.
  • An invalid or unreachable contact number.
  • Repeated unsuccessful delivery attempts.
  • Refusal to receive the parcel.
  • Failure to collect the parcel.
  • Restricted access to the delivery location.
  • Other circumstances caused by the recipient.

If a parcel is returned, the customer should contact the Company for assistance.

Any redelivery will be subject to courier availability and confirmation by the Company. Additional costs caused by customer-provided errors or repeated unsuccessful delivery attempts may be communicated before redelivery is arranged.

14. Delivery to Third Parties

A parcel may be delivered to a receptionist, security personnel, household member, colleague, mailroom, or another individual at the delivery address where permitted by the courier.

Delivery to such a person may be treated as successful delivery.

Customers should provide a secure and suitable address and ensure that authorised recipients know that a delivery is expected.

15. Delivery to Apartments, Offices and Gated Properties

For apartments, condominiums, offices, campuses, gated communities, or buildings with restricted access, the courier may deliver the parcel to a reception desk, security area, mailroom, management office, or other designated collection point.

The customer is responsible for complying with the building’s delivery and collection procedures.

16. Delays

Although We aim to deliver Orders within seven (7) days, delays may occasionally occur due to circumstances including:

  • Public holidays.
  • Weekends or non-operating days.
  • Severe weather or natural disasters.
  • Flooding or road closures.
  • High Order volumes.
  • Courier delays.
  • Transportation disruptions.
  • Remote or restricted delivery locations.
  • Incomplete or incorrect customer information.
  • Payment verification issues.
  • Product availability issues.
  • Government restrictions.
  • Events outside the Company’s reasonable control.

Where a significant delay becomes known, We may provide an update using the contact information supplied with the Order.

17. Orders Exceeding the Delivery Timeline

If an Order has not arrived within seven (7) days, You should contact the Company at pmfantasy@outlook.com and provide:

  • Your full name.
  • Order number.
  • Contact number.
  • Delivery address.
  • Tracking number, if available.
  • A description of the delivery issue.

The Company will review the Order and tracking information and may contact the courier for further investigation.

Requests relating to delivery exceeding the timeline will be handled according to this Shipping Policy and the Company’s Return, Refund and Exchange Policy.

18. Lost Parcels

If tracking information indicates that a parcel may be lost, the customer must contact the Company promptly.

The Company may request the courier to investigate. The investigation period and outcome may depend on the courier’s procedures.

A replacement or refund, where appropriate, will only be considered after the relevant information has been reviewed and the parcel’s status has been reasonably established.

The customer must cooperate by providing any information requested for the investigation.

19. Damaged Parcels

Customers should inspect the parcel before or immediately after accepting delivery.

If the parcel or Goods appear damaged, the customer must:

  • Keep the original parcel and packaging.
  • Keep the shipping label attached.
  • Record a clear and continuous unboxing video.
  • Take clear photographs of the parcel and Goods.
  • Avoid using, repairing, washing, assembling, or modifying the affected item.
  • Contact the Company within 24 hours of receiving the parcel.

Claims for damaged Goods will be handled under the Company’s Return, Refund and Exchange Policy.

20. Wrong or Missing Items

If the customer receives an incorrect item or discovers that an item is missing, the customer must contact the Company within 24 hours of delivery.

The customer must provide:

  • Order details.
  • A continuous unboxing video.
  • Clear photographs.
  • The shipping label.
  • Details of the incorrect or missing item.
  • Any other supporting evidence requested by the Company.

The Company will review the packing and Order information before determining the appropriate resolution.

21. Multiple-Item Orders

Goods from the same Order may occasionally be packed or delivered separately due to product availability, parcel size, warehouse arrangements, or courier requirements.

Where an Order is divided into multiple shipments, the parcels may arrive at different times.

A customer should review all available shipment and tracking information before reporting an item as missing.

22. Pre-Order and Back-Order Items

If pre-order or back-order Goods are offered, the relevant estimated availability or delivery information will be displayed on the product page or communicated separately.

An Order containing both available and pre-order Goods may be shipped together when all items are ready or may be divided into separate deliveries.

The seven-day delivery timeline may not apply to a pre-order or back-order item where a different estimated timeline was clearly provided before purchase.

23. Product Availability

All Goods are subject to availability.

If a product becomes unavailable after an Order has been submitted, the Company may:

  • Contact the customer to offer an alternative.
  • Remove the unavailable item from the Order.
  • Refund the amount paid for the unavailable item.
  • Cancel and refund the affected Order.

The Company will not substitute a materially different product without the customer’s agreement.

24. Ownership and Risk

Ownership of the Goods will pass to the customer after full payment has been received.

Risk of loss or damage will generally pass to the customer when the Goods are successfully delivered to the delivery address provided in the Order, subject to any rights available under applicable law.

Customers should arrange delivery to a safe address and avoid requesting that parcels be left unattended in an unsecured location.

25. Unattended Delivery

If a customer instructs the courier to leave a parcel unattended, the customer accepts the risks associated with that request, except where responsibility cannot lawfully be excluded.

The Company cannot guarantee the security of a parcel after it has been left at a location specifically requested or approved by the recipient.

26. Customer Responsibilities

Customers are responsible for:

  • Providing accurate delivery information.
  • Monitoring shipment updates.
  • Remaining contactable during delivery.
  • Ensuring access to the delivery location.
  • Receiving or collecting the parcel promptly.
  • Inspecting the parcel upon receipt.
  • Reporting delivery or product issues within the required period.
  • Retaining relevant videos, photographs, labels, and packaging.

Failure to meet these responsibilities may delay the investigation or resolution of a delivery issue.

27. Events Beyond Our Control

The Company will not be responsible for delays or failure to deliver caused by events beyond its reasonable control.

Such events may include severe weather, natural disasters, floods, accidents, labour disruptions, courier interruptions, transportation failures, epidemics, government actions, telecommunications failures, or other unexpected events.

Where possible, We will make reasonable efforts to minimise disruption and complete delivery after normal operations resume.

28. Amendments to This Policy

The Company may update this Shipping Policy when necessary to reflect changes in courier arrangements, delivery coverage, operational procedures, legal requirements, or business practices.

The updated version will be published on the Service and will take effect from the stated publication date.

The Shipping Policy available when an Order is placed will generally apply to that Order, except where a change is required by applicable law.

29. Contact Us

If You have questions about shipping, delivery, tracking, or a delayed Order, please contact:

POP MART FANTASY SDN. BHD.
Website: https://pmfantasy.com/
Email: pmfantasy@outlook.com
Address: NO 69B, JALAN JAYA PUTRA 7/11, TAMAN JAYA PUTRA, 81100 JOHOR BAHRU, JOHOR, MALAYSIA

When contacting the Company, please include your full name, Order number, contact details, delivery address, and tracking number where available.