Shipping policy

SHIPPING & DELIVERY POLICY

Thank you for shopping with Ionza. The following terms outline our shipping and delivery terms.

1. Order Processing Time

• All orders are processed within 1 to 2 business days (Monday to Friday, excluding Malaysian public holidays and weekends).

• You will receive a tracking confirmation email once your order has been dispatched.

2. Shipping Rates & Delivery Estimates

We partner with reliable courier services (e.g., J&T Express, Pos Laju, DHL eCommerce, Ninja Van) to ensure your parcel arrives safely.

Destination	Estimated Delivery Time	Standard Shipping Fee
Peninsular Malaysia	2 – 4 business days	RM 8.00 (Free for orders above RM 150)
East Malaysia (Sabah & Sarawak)	4 – 7 business days	RM 15.00
International Shipping	7 – 14 business days	Calculated dynamically at checkout

Note: Delivery delays can occasionally occur during festive peak periods or unforeseen weather conditions.

3. Shipment Confirmation & Order Tracking

Once your order has shipped, you will receive a shipment confirmation email containing your tracking number(s). The tracking number will become active within 24 hours of dispatch.

4. Undeliverable & Returned Parcels

Please ensure your shipping address, phone number, and recipient details are accurate during checkout. If a package is returned to us due to an incorrect address or failure to collect, the customer will be responsible for the reshipment fees.

5. Damaged, Lost, or Missing Items

If your parcel arrives damaged or is missing items, please notify us within 48 hours of delivery at support@ionza.my with photographic proof of the packaging and damage. We will work with the courier to arrange a replacement or refund.