SHIPPING & DELIVERY POLICY
Last Updated: October 13, 2026
Company Name: Veloce Supply Chain Sdn. Bhd.
Website: www.velocesc.com
1. OVERVIEW
At Veloce Supply Chain Sdn. Bhd. , we aim to process and deliver your orders as safely and efficiently as possible. Because we supply both retail consumers (B2C) and businesses (B2B) with a wide variety of goods, ranging from temperature-sensitive F&B ingredients to heavy machinery, shipping methods and delivery timelines vary based on the item type and destination.
2. SHIPPING METHODS & COURIER SERVICES
We offer two primary fulfilment methods at checkout:
A. EasyParcel Delivery
We partner with EasyParcel to connect with top local courier services, such as DHL, J&T, Pos Laju, and Ninja Van, to deliver orders directly to your doorstep across Peninsular Malaysia and East Malaysia.
B. Self Pick-up (Free)
Customers and business clients may pick up their orders directly from our warehouse or store location at no additional cost.
3. ORDER PROCESSING & DISPATCH TIMELINES
Order Cut-off Time: Orders placed before 12:00 PM Monday to Friday will begin processing on the same business day. Orders placed after the cut-off, or on weekends or public holidays, will be processed on the next working day.
Standard Order Processing Time: 1 to 2 business days for general tools, small equipment, and standard dry ingredients.
Special/Bulk B2B Equipment Orders: Larger commercial machinery or bulk ingredient pallets may require 3 to 5 business days for freight staging, pre-shipment testing, or crating.
4. CUSTOMISED PRODUCTS & SPECIAL ORDERS
We also customise products, including items such as customised packaging and cute mascots. Customised products may take up to 2 months to complete before dispatch.
5. ESTIMATED DELIVERY TIMELINES (EASYPARCEL)
Once an order is handed over to the courier via EasyParcel, estimated delivery times are:
Delivery Area | Estimated Delivery Time |
Peninsular Malaysia (Major Cities) | 1–3 business days |
Peninsular Malaysia (Outskirt Areas) | 2–5 business days |
East Malaysia (Sabah & Sarawak) | 5–9 business days |
Important: These are estimated timeframes provided by EasyParcel couriers and may experience delays during peak seasons, sales campaigns, or public holidays. |
6. PERISHABLE & TEMPERATURE-SENSITIVE GOODS
- Temperature-Controlled Shipping: Perishable orders are packed with insulated packaging or assigned to specialised cold-chain logistics providers where applicable.
- Recipient Availability: The customer or an authorised representative must be available to receive the delivery on the first attempt. The Company is not responsible for product spoilage resulting from uncollected parcels or failed delivery attempts.
- East Malaysia Restrictions: Certain highly perishable or short-shelf-life chilled items may be restricted from shipping to Sabah and Sarawak due to transit-duration limits.
7. HEAVY MACHINERY & COMMERCIAL EQUIPMENT
- Freight & Offloading: Heavy tools, machinery, or palletised orders may be delivered via lorry or freight transport.
- Site Preparation: Standard delivery includes transport to the address ground level or loading bay only, unless prior installation or lifting services have been formally arranged and quoted.
8. SHIPPING RATES & FEES
- Calculated at Checkout: Shipping charges via EasyParcel are calculated automatically during checkout based on the total actual or dimensional/volumetric weight of the parcel and the delivery postcode.
- B2B Bulk Freight: For large wholesale or bulk orders requiring custom lorry transport, custom freight shipping fees will be calculated and included in the formal B2B quotation.
9. SELF PICK-UP INSTRUCTIONS
If a customer selects Self Pick-up at checkout:
- Perishable Items: Customers must collect perishable items within 24–48 hours of receiving the “Ready for Pick-up” notification to maintain product freshness and quality. Any perishable items not collected within this period may be disposed of without a refund.
- Non-Perishable Items: Non-perishable items will be held for up to 14 days from the date of the “Ready for Pick-up” notification. Orders not collected within this period may be subject to cancellation or disposal, in accordance with the applicable store policy.
1. Pick-up Confirmation
Customers who select Self Pick-up at checkout must wait until they receive an official “Ready for Pick-up” notification via email or WhatsApp before visiting the collection point. Please do not arrive before receiving this notification.
2. Collection Requirement
Customers must present their Order Confirmation or Invoice Number upon arrival to verify their order and facilitate collection.
3. Collection Holding Period
Recommendation: For greater clarity, specify whether the 24–48-hour collection period for perishable items depends on the product type, and confirm what happens to non-perishable orders after the 14-day holding period.
PICK-UP LOCATION & HOURS
Collection Address
B-G-11, Block B, No. 2, Jalan PJU 1A/41B,
Pusat Dagang NZX,
47301 Petaling Jaya, Selangor, Malaysia.
Operating Hours
Monday – Friday: 9:00 AM – 5:00 PM
Saturday, Sunday & Public Holidays: Closed (subject to confirmation)
10. ORDER TRACKING
Once the parcel is handed over to the courier via EasyParcel, the customer will receive an automated email or SMS containing the Air Waybill (AWB) or tracking number and a tracking link to monitor the delivery status in real time.
11. UNATTENDED OR UNDELIVERABLE SHIPMENTS
If a parcel is returned by EasyParcel due to an incorrect address, missing unit number, or failed delivery attempts after multiple contacts:
Non-Perishable Items: The Company can re-ship the order once the customer covers the additional re-delivery shipping fee.
Perishable Food Items: No refunds or free replacements will be granted for spoiled food resulting from failed recipient contact.
12. CONTACT US
For questions regarding delivery, shipping status, or bulk freight requests, contact the logistics team.
Email: [Insert Support Email]
WhatsApp: [Insert Phone Number]
Business Hours: Mon - Fri: 9:00 AM - 6:00 PM