Shipping & Returns
Where do you deliver and how much it cost?
We deliver nationwide! Shipping fees depending on the weight of the item and delivery location based on the shipping rate imposed by J&T Express.
What kind of shipping method do you offer?
Shipping method : • Peninsular Malaysia / Sabah / Sarawak : J&T Express
How long does delivery take?
Malaysia Shipping • Peninsular Malaysia : 3 – 5 business days with exceptions on weekends and public holidays. • Sabah / Sarawak : 3 – 7 business days with exceptions on weekends and public holidays.
How can I get my shipping information?
Once your order has been processed and packed, we will send you an email containing a unique tracking number for you to keep track on the status of your parcel at all times. This tracking number will be sent to your registered email address. Please check your spam box / junk mail in case it’s there!
My items haven’t been received yet.
What should I do? If your items have still not arrived, don’t worry. You can track the transit status of your order by clicking the following link; https://www.jtexpress.my/track.php. If you wish to speak to a J&T express service representative, they can also be contacted at 1300-80-9000 or 03-92129660.
My order is not delivered/missing. I want a refund!
If this does happen, kindly email us your order detail information to firstname.lastname@example.org Information required: • Order ID number • Customer’s name • Customer’s contact number
We will assist in checking the status of your parcel and claim the refund from J&T Express. The process of refunding will take about 2 months, however, we realise that that is still quite a long time to wait, so we will try our very best to speed up the process as fast as we can!
I received my order, but one of the items is missing. What should I do?
If this happens, kindly email us your order detail information to email@example.com . Information required: • Item missing code • Order ID number • Photo of received items • Customer’s contact number
You have to tell us about the missing item within 2 weeks of receiving your parcel. You will have to ship the items back to us, and we will try to give the complete order back to you as quickly as possible. If you would like a refund instead, the process will take about 2 months. Again, we don’t like to keep our customers waiting, so we will try our very best to speed the process up!
Where should I ship my order to?
Its up to your choice/convenience either to your home or office address. But please ensure there is someone who would be able to standby at that address by the moment J&T Express delivers the parcel. In the event of no one is physically able to collect your parcel on delivery after two attempts, your parcel will either be held at the nearest J&T Express or sent back to us. We WOULD NOT REFUND or EXCHANGE if the parcel returned to us due unavailability of customer by the time parcel delivered. You have to bare the shipping cost for second time shipping.
Can I self-collect?
No. At the moment we are solely operating via online.
Can you expedite my delivery process?
Our delivery process is based on First Come First Served basis.
Return & Exchange Policy
Customers can return damaged/wrong/faulty items (apart from sale items) within 7 days of receipt date for a refund of that item. Any delay will not be entertained and item(s) will be returned back to the customers.
We take great measures to ensure our product quality but sometimes things go wrong during delivery. Please help us take a photo of your item (the part that is faulty) and include a short description along with your order ID and email firstname.lastname@example.org . We will exchange your item for a new one and we will bear all delivery cost to return the faulty product to us (in the form of cash voucher) and resend the new product to you. In the event your faulty item is out of stock, we will reimburse you monetary refund or replace with another code which has same value of total faulty/damage item received.
FamilyBite Malaysia will only accept items in their original condition. FamilyBite Malaysia will not be responsible for returns that do not reach us and hence, we recommend you insure your parcel for its appropriate value.
We will then ship the correct/non-defect item back to you at no additional cost. We will be responsible for the returning shipping fee and the shipping fee from you to FamilyBite Malaysia.
You may post the returned item to:
MERDU SEGAR SDN BHD (1329459U)
NO. 6 & 8 , Jalan Astana 4C, Bandar Bukit Raja, 41050, Klang Selangor, Malaysia.
1. We offer exchange on items found to be defective due to our fault. Defect(s) caused by the fault of third party or customer’s fault cannot be exchanged.
2. We have made every effort to display, as accurately as possible, the colours of our products that appear at the Site. However, as the actual colours you see will depend on your monitor, we cannot guarantee that your monitor’s display of any colour will be accurate. The position of pattern/design may slightly different from what you see ( example : the position of the flowers may appear at different places).
3. Please note that there may be a slight difference between our written size measurements and the actual product measurements and this variance will not be considered as a defect.