This policy explains how Madam Roz Kitchenware Sdn. Bhd. processes, ships and delivers wholesale kitchenware orders, both within Malaysia and internationally as part of our general trading activity. It should be read together with our Terms & Conditions, which govern lead times and delivery in a contractual sense.
Most orders are dispatched from our facility in Kuala Lumpur, either directly to the Client or to multiple recipient addresses as part of a reseller distribution arrangement. Because sets are packed and quality-checked against your confirmed order before dispatch, shipping time is separate from, and begins after, packing time.
Order processing covers stock allocation, material and finish verification, quality inspection and packing, and typically ranges from 3 to 10 business days depending on product category, set quantity and stock availability. Your quotation will state an estimated processing time specific to your order; this begins from the date of order confirmation and any required deposit is received, not from the date of enquiry.
We deliver across Peninsular Malaysia by road courier, and to Sabah and Sarawak by a combination of road and air or sea freight depending on volume and timeline. As part of our general trading activity, we also arrange international shipments to and from overseas suppliers and resellers by air freight, sea freight, or courier, depending on order size, budget and urgency. The most suitable method for your order will be confirmed at the quotation stage.
Shipping costs are calculated per order based on weight, volume, destination and method, and are quoted separately from product pricing unless otherwise stated. Bulk orders shipped by pallet or full container load are quoted using freight rates obtained at the time of booking, as these fluctuate with fuel surcharges and carrier capacity. Where an order is split across multiple delivery addresses, each destination is treated as a separate delivery leg for costing purposes.
For international orders, we can arrange shipment under commonly used Incoterms, including Ex Works (EXW), Free on Board (FOB) and Cost, Insurance and Freight (CIF), and will confirm which basis applies in the quotation. The Incoterm selected determines the point at which responsibility for the goods, insurance and freight costs transfers from Madam Roz to the Client.
Once dispatched, typical delivery timeframes are 1 to 3 business days within Peninsular Malaysia, 3 to 7 business days to Sabah and Sarawak, and 7 to 30 calendar days for international shipments depending on the method and destination country. These are estimates, not guarantees, and can be affected by customs clearance, weather, carrier delays, or public holidays at origin or destination. We will flag any known risk to your delivery date as early as possible.
Where the courier or freight forwarder provides a tracking reference, we will share it with you upon dispatch. For orders shipped to multiple recipients, we can provide a consolidated dispatch list on request so you can confirm delivery status across all locations rather than tracking each shipment individually.
For resellers operating multiple stores or fulfilment addresses, we can pack and label individual parcels per location and coordinate delivery to several addresses from a single order. Recipient addresses should be provided in the format we specify at the quotation stage to avoid delivery errors; corrections requested after packing has begun may incur a repacking or redelivery charge.
For international shipments, any customs duties, import taxes or clearance fees levied by the destination country are the responsibility of the receiving party, unless the quotation explicitly states a Delivered Duty Paid (DDP) or equivalent basis. We will provide accurate commercial invoices and documentation to support smooth customs clearance, but we do not control, and are not liable for, delays caused by customs authorities.
Please inspect all deliveries on arrival. If a shipment is visibly damaged, note this with the carrier at the point of delivery where possible, and report it to us within 72 hours at madam.kitchenware@outlook.com with photographs of the damage and packaging. For shipments that appear lost in transit, contact us once the estimated delivery window has passed so we can open a trace with the carrier. Resolution for damaged or lost shipments, including replacement or refund, is handled under our Refund & Return Policy.
If a delivery attempt fails because no one is available to receive it, or because the address or contact details provided were incomplete or incorrect, the carrier's standard redelivery or storage process will apply, and additional redelivery or storage charges incurred by the carrier will be passed on to the Client. Please ensure delivery addresses and recipient contact numbers are accurate and reachable at the time of order.
For shipping enquiries, tracking requests or delivery issues, contact madam.kitchenware@outlook.com or call +6010-433 9865, quoting your order reference. Our dispatch facility and registered address is F-02-40, Kompleks Q, Jalan Dwitasik 1, Bandar Sri Permaisuri, 56000 Kuala Lumpur, W.P. Kuala Lumpur, Malaysia.