Shipping Policy

Thank you for shopping with GentzPro.

This Shipping Policy explains how we process, pack, and deliver orders placed through our website, www.gentzpro.com.

1. Order Processing

All orders will be processed after payment has been successfully confirmed.

We usually process orders within 1–3 working days, excluding weekends, public holidays, and peak campaign periods.

Orders placed during weekends, public holidays, major sales campaigns, or peak seasons may require additional processing time.

2. Shipping Coverage

We currently ship within Malaysia, including West Malaysia, Sabah, and Sarawak.

If shipping is unavailable to your area, our customer service team will contact you for further assistance.

3. Estimated Delivery Time

Estimated delivery time may vary depending on the delivery address, courier service, public holidays, peak seasons, weather conditions, and other factors beyond our control.

Estimated delivery time is usually:

West Malaysia: 2–5 working days after shipment
Sabah & Sarawak: 5–10 working days after shipment

Please note that the estimated delivery time is only a guideline and is not guaranteed.

4. Shipping Fee

Shipping fee will be calculated and displayed at checkout before payment is made.

Shipping fee may vary depending on delivery location, parcel weight, courier service, promotion, or free shipping campaign.

Any shipping fee paid is generally non-refundable unless otherwise stated or required under our Refund, Return & Replacement Policy.

5. Courier Service

We may use third-party courier or logistics service providers to deliver your order.

Once the parcel has been handed over to the courier, delivery timing, tracking updates, and parcel handling will be subject to the courier’s process.

We will provide tracking information where available.

6. Tracking Your Order

Once your order has been shipped, you may receive a tracking number or delivery update through email, SMS, WhatsApp, or our website system.

Please allow some time for the courier tracking system to update after the parcel has been shipped.

7. Incorrect or Incomplete Address

Customers are responsible for providing accurate and complete shipping information before placing an order.

GentzPro shall not be responsible for failed delivery, delay, loss, or additional shipping charges caused by incorrect or incomplete information provided by the customer, including wrong address, wrong contact number, missing unit number, or unreachable recipient.

If a parcel is returned to us due to incorrect or incomplete delivery information, the customer may be required to pay additional shipping fees for re-delivery.

8. Failed Delivery or Unclaimed Parcel

If delivery fails due to the customer being unavailable, unreachable, refusing the parcel, or not collecting the parcel within the courier’s required time frame, the parcel may be returned to us.

Any re-delivery request may be subject to additional shipping charges.

Shipping fees for failed delivery or unclaimed parcels are generally non-refundable.

9. Damaged, Wrong, Missing, or Defective Item

Customers are advised to check their parcel immediately upon receiving it.

For claims involving damaged item, wrong item, missing item, or defective item, customers must contact our customer service within 7 days from the date of receiving the parcel.

A complete and continuous unboxing video is required for verification. The video must show the parcel in its original sealed condition, the shipping label, the full opening process, all items received, and the issue being claimed.

Please refer to our Refund, Return & Replacement Policy for full details.

10. Delivery Delay

We will do our best to ship orders as soon as possible. However, delivery delays may occur due to courier issues, public holidays, peak seasons, weather conditions, system issues, incorrect address, or other circumstances beyond our control.

GentzPro shall not be liable for losses, inconvenience, or delays caused by courier service providers or events beyond our reasonable control.

11. Contact Us

If you have any questions about your order, shipping, tracking, or delivery status, please contact our customer service.

Website: www.gentzpro.com
Email: healthessence.msia@gmail.com
WhatsApp: +60 17-353 1731