Shipping Policy

Thank you for shopping with AURA ONLINE SDN BHD. This Shipping Policy explains our shipping and delivery arrangements for orders placed through our website.

We currently provide delivery services within Malaysia only. We do not offer international shipping or overnight delivery.

By placing an Order through our Website, You acknowledge and agree to the terms of this Shipping Policy.

Definitions

For the purposes of this Shipping Policy:

“Company” (referred to as either “the Company”, “We”, “Us” or “Our” in this Shipping Policy) refers to AURA ONLINE SDN BHD.
“Goods” refers to the items offered for sale on the Service.
“Orders” means a request by You to purchase Goods from Us.
“Service” refers to the AURA ONLINE SDN BHD website, accessible from https://auraonline.live/.
“You” means the individual accessing the Service, or the company or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
“Website” means the online store operated by the Company and accessible from https://auraonline.live/.
“Delivery Address” means the address provided by You for the delivery of Your Order.
“Business Days” means days on which the Company and applicable delivery service providers are generally operating, excluding applicable public holidays where relevant.

1. Shipping Coverage

AURA ONLINE SDN BHD currently provides shipping services within Malaysia only.

We deliver to eligible addresses located within Malaysia, subject to courier availability and any applicable delivery restrictions.

Our shipping coverage may include:

Peninsular Malaysia;
Sabah; and
Sarawak,

subject to the availability and service coverage of our appointed delivery providers.

Delivery availability may vary depending on the Delivery Address, courier service coverage, geographical restrictions, and other operational circumstances.

Before completing Your Order, You are responsible for providing a valid Malaysian delivery address.

2. No International Shipping

We currently do not provide international shipping.

Orders cannot be shipped to addresses outside Malaysia, including but not limited to:

Singapore;
Thailand;
Indonesia;
Brunei;
China;
Japan;
Korea;
Australia;
United Kingdom;
United States; or
any other country outside Malaysia.

If an international delivery address is provided, the Company reserves the right to cancel the Order.

Customers outside Malaysia who wish to purchase our Goods are not currently eligible for delivery unless the Company expressly introduces international shipping services in the future.

3. Free Shipping

We currently provide free standard shipping for eligible Orders delivered within Malaysia.

There is no shipping fee charged for standard delivery under our current shipping arrangement.

The Company reserves the right to change its shipping charges or introduce shipping fees in the future. Any applicable shipping charges will be clearly displayed before You complete Your purchase.

Unless otherwise stated, You will not be required to pay an additional standard delivery fee after placing an Order.

4. Standard Delivery Time

Our standard delivery time is generally within 7 days from the applicable Order processing date.

The estimated delivery period is intended as a general delivery timeframe and may vary depending on:

Order processing;
product availability;
Delivery Address;
courier operations;
weekends and public holidays;
peak shopping periods;
severe weather;
transportation disruptions;
operational disruptions;
incorrect or incomplete delivery information; or
other circumstances beyond the Company’s reasonable control.

The Company will make reasonable efforts to ensure Orders are delivered within the stated timeframe.

However, the 7-day delivery period is an estimated timeframe and does not guarantee delivery on a particular date unless expressly confirmed by the Company.

5. No Overnight Delivery

The Company does not offer overnight delivery.

We do not currently provide guaranteed next-day, same-day, express overnight, or other overnight delivery services.

Customers should not place an Order with the expectation that it will arrive overnight.

If You require Your Goods urgently, You should take the standard delivery timeframe into consideration before placing an Order.

Any request for urgent, expedited, same-day, or overnight delivery is subject to the Company’s available services and cannot be guaranteed.

6. Order Processing

Orders will generally be processed after successful payment and confirmation of the Order.

Order processing may include:

receiving the Order;
confirming payment;
checking product availability;
preparing and packing the Goods;
arranging collection by the delivery provider; and
dispatching the Order to the Delivery Address.

The delivery period may begin after the Order has been successfully processed and handed over to the applicable delivery provider.

Orders may take additional time to process during periods of unusually high demand, promotional campaigns, festive seasons, public holidays, or other operational circumstances.

7. Delivery Address

You are responsible for providing complete and accurate delivery information when placing an Order.

This may include:

full name;
telephone number;
email address;
house or unit number;
building name;
street name;
area;
postcode;
city;
state; and
any other information required for successful delivery.

The Company shall not be responsible for delivery delays, failed deliveries, additional delivery attempts, or other issues caused by incorrect, incomplete, outdated, or misleading information provided by You.

You should carefully review Your Delivery Address before submitting Your Order.

8. Changes to Delivery Information

If You need to change Your Delivery Address after placing an Order, You should contact the Company as soon as possible.

We will make reasonable efforts to accommodate address changes where the Order has not yet been dispatched.

However, once an Order has been processed, packed, dispatched, or handed over to the delivery provider, we may not be able to change the Delivery Address.

The Company shall not be responsible for additional costs or delivery delays arising from an address change requested after dispatch.

9. Delivery Attempts

The appointed delivery provider may make one or more delivery attempts depending on its standard delivery procedures.

You are responsible for being available to receive the Order or arranging for an appropriate person to receive the Order on Your behalf.

If delivery cannot be completed because nobody is available to receive the Order, the courier may:

make another delivery attempt;
contact You;
leave the parcel at an appropriate location where permitted;
return the parcel to the courier facility; or
return the parcel to the Company.

Delivery procedures may vary depending on the courier provider and Delivery Address.

10. Delayed Delivery

Although We aim to deliver Orders within 7 days, delivery may occasionally be delayed due to circumstances outside our reasonable control.

Examples include:

courier delays;
severe weather;
floods;
road closures;
traffic disruptions;
public holidays;
festive seasons;
unusually high order volumes;
warehouse or operational disruptions;
transportation issues;
incorrect Delivery Addresses;
unsuccessful delivery attempts;
natural disasters;
government restrictions;
system or technical problems; or
other unforeseen circumstances.

If Your Order is delayed, We will make reasonable efforts to assist You in obtaining an update from the relevant delivery provider.

11. Courier and Delivery Partners

The Company may use third-party courier and logistics providers to deliver Orders.

The delivery provider may vary depending on the Delivery Address, availability, operational requirements, or other circumstances.

Once the Order has been handed over to the delivery provider, the delivery process may be subject to the courier’s operational procedures.

The Company will make reasonable efforts to coordinate with the delivery provider where a delivery issue occurs.

However, We cannot guarantee the actions, schedules, procedures, or performance of third-party delivery providers.

12. Tracking Information

Where tracking information is available, the Company may provide You with tracking details through the Website, email, messaging service, or other appropriate communication channels.

Tracking information is provided for convenience and may take some time to become active after the parcel has been collected.

The delivery status displayed by the courier may also take time to update.

The Company is not responsible for temporary inaccuracies, delays, interruptions, or technical issues affecting third-party tracking systems.

13. Delivery to Remote or Restricted Areas

Certain remote, rural, restricted, or difficult-to-access locations may have limited courier coverage.

Delivery to such locations may take longer than the standard estimated timeframe.

Where a courier cannot deliver to a particular address, the Company may contact You to request an alternative eligible Delivery Address.

If delivery is not possible and no suitable alternative arrangement can be made, the Company may cancel the affected Order and arrange an applicable refund.

14. Parcel Receipt

You should inspect the parcel as soon as reasonably possible after receiving it.

If the parcel appears visibly damaged, opened, severely crushed, leaking, or otherwise compromised upon delivery, You are encouraged to document the condition of the parcel by taking photographs or videos.

Where appropriate, You should also contact the Company promptly with:

Your Order number;
photographs of the parcel;
photographs of the Goods;
photographs of the shipping label; and
a description of the issue.

This information may be required to assist with investigating a delivery or product issue.

15. Incorrect, Damaged, or Defective Goods

If You receive:

the wrong product;
a product that does not match Your Order;
a damaged product;
a defective product;
a spoiled product; or
another product-related issue,

You should contact Us as soon as reasonably possible.

The Company may request photographs, videos, Order details, packaging information, or other evidence to verify the issue.

Approved claims may be handled in accordance with our Return, Refund and Exchange Policy.

16. Food and Beverage Delivery

As AURA ONLINE SDN BHD sells snacks and beverages, You acknowledge that certain Goods may be sensitive to temperature, moisture, pressure, handling, or storage conditions.

The Company will make reasonable efforts to pack Goods appropriately for standard delivery.

However, certain changes to packaging or product condition may occur during transportation.

You are responsible for checking the condition of food and beverage products upon receipt and following the storage and handling instructions provided on the product packaging.

Once Goods have been successfully delivered, You should store them according to the manufacturer’s instructions.

17. Expiry Dates and Product Condition

Food and beverage products may have different shelf lives and expiry or best-before dates.

The Company may provide products with different remaining shelf lives depending on stock availability and manufacturer supply.

You should always check the product packaging for:

expiry dates;
best-before dates;
storage instructions;
ingredient information;
allergen information; and
other relevant product information.

You should not consume a product if its packaging indicates that it should not be consumed or if the product appears spoiled, damaged, contaminated, or otherwise unsafe.

18. Failed Delivery

An Order may be considered a failed delivery where the courier is unable to complete delivery due to circumstances such as:

incorrect address;
incomplete address;
invalid contact number;
recipient unavailable;
refusal to accept the parcel;
failure to respond to courier communications;
restricted access to the Delivery Address;
repeated unsuccessful delivery attempts; or
other circumstances attributable to the recipient.

If a parcel is returned to the Company following a failed delivery, You may be required to contact Us to determine whether another delivery arrangement can be made.

Any additional delivery arrangement may be subject to applicable terms and conditions.

19. Lost Parcels

If Your Order appears to have been lost during delivery, You should contact Us with Your Order details.

We may contact the relevant courier provider to investigate the matter.

The investigation may take time depending on the courier’s procedures.

Where the courier confirms that a parcel has been lost, the Company will assess the matter and determine the appropriate resolution in accordance with applicable law and our policies.

20. Orders Containing Multiple Goods

Where an Order contains multiple Goods, the Company may pack the items together or separately depending on product availability, packaging requirements, size, weight, and operational considerations.

Where items are shipped separately, You may receive more than one parcel or delivery.

The Company will make reasonable efforts to ensure that all Goods included in an accepted Order are delivered.

21. Public Holidays and Festive Periods

Delivery times may be affected during Malaysian public holidays, festive periods, major shopping campaigns, promotional periods, and periods of unusually high demand.

Examples may include:

Hari Raya Aidilfitri;
Chinese New Year;
Deepavali;
Christmas;
school holidays;
major online shopping campaigns; and
other periods where courier volumes are significantly increased.

During such periods, delivery may take longer than the usual estimated timeframe.

Customers are encouraged to place Orders early if the Goods are required for a specific occasion.

22. No Guarantee of Specific Delivery Time

The Company does not guarantee delivery at a particular hour or exact time of day.

Courier delivery schedules are determined by the relevant delivery provider and may vary according to route, location, traffic, parcel volume, weather, and operational circumstances.

We are unable to guarantee that an Order will arrive within a specific time window unless expressly agreed by the Company in writing.

23. Delivery Confirmation

An Order may be considered delivered when the courier provider’s tracking system indicates that the parcel has been successfully delivered to the Delivery Address or an authorised recipient.

If You believe an Order has been incorrectly marked as delivered, You should contact Us promptly so that We can assist with investigating the matter.

24. Customer Responsibility After Delivery

Once an Order has been successfully delivered, You are responsible for the Goods.

You should:

inspect the Goods;
verify that the correct items have been received;
check the condition of the products;
follow applicable storage instructions;
keep food and beverages in appropriate conditions; and
contact Us promptly if there is an issue with Your Order.

The Company shall not be responsible for damage, spoilage, deterioration, or other issues resulting from improper storage or handling after delivery.

25. Shipping Restrictions

We reserve the right to refuse or cancel delivery where:

the Delivery Address is outside Malaysia;
the address is not covered by our delivery service;
delivery is prohibited or restricted by law;
the delivery presents an unreasonable operational risk;
the Order contains inaccurate or incomplete delivery information; or
other circumstances make delivery reasonably impractical.

26. No International Forwarding Arrangements

Customers must not use the Company’s Malaysian delivery service for the purpose of forwarding Goods internationally through another party, freight forwarder, shipping agent, or third-party forwarding service without the Company’s prior written approval.

The Company is not responsible for the condition, loss, damage, delay, customs issues, duties, taxes, or other consequences arising after Goods have been delivered to a third-party forwarding service.

27. Customs and International Charges

As We currently provide Malaysia-only shipping, the Company does not arrange international customs clearance, international shipping, import permits, overseas taxes, duties, or international delivery charges.

Any customer who independently arranges for Goods to be forwarded outside Malaysia does so at their own risk and responsibility.

28. Shipping Policy Changes

The Company reserves the right to modify, update, suspend, or discontinue any part of this Shipping Policy at any time.

Changes may include:

delivery coverage;
delivery timeframe;
shipping charges;
courier providers;
delivery procedures; or
other shipping arrangements.

Any updated Shipping Policy will be published on this page with an updated “Last Updated” date.

Your continued use of the Website and placement of Orders after changes have been published constitutes acceptance of the revised Shipping Policy.

29. Relationship with Other Policies

This Shipping Policy should be read together with our:

Terms & Conditions;
Privacy Policy; and
Return, Refund and Exchange Policy.

If there is a conflict between this Shipping Policy and another Company policy, the specific terms applicable to the relevant matter shall apply, subject to applicable law.

30. Limitation of Liability

To the maximum extent permitted by applicable law, the Company shall not be liable for indirect, incidental, special, consequential, or other losses arising from delivery delays or circumstances outside the Company’s reasonable control.

This includes delays or disruptions caused by third-party courier providers, weather conditions, public holidays, transportation disruptions, incorrect addresses, failed delivery attempts, or other circumstances beyond the Company’s reasonable control.

Nothing in this Shipping Policy excludes or limits any liability that cannot legally be excluded or limited under applicable Malaysian law.

31. Governing Law

This Shipping Policy shall be governed by and construed in accordance with the laws of Malaysia.

Any dispute arising out of or relating to this Shipping Policy, delivery of Goods, or the use of our shipping services shall be subject to the applicable laws and jurisdiction of the courts of Malaysia.

32. Contact Us

If You have any questions regarding this Shipping Policy, Your Order, delivery status, or shipping arrangements, please contact Us using the details below:

AURA ONLINE SDN BHD
NO 1, JALAN 4/9,
TAMAN TASEK TAMBAHAN,
68000 AMPANG, SELANGOR,
MALAYSIA

Email: aura-online@outlook.com
Contact Number: +601127898621
Website: https://auraonline.live/

We will make reasonable efforts to assist with shipping-related enquiries and resolve delivery issues as efficiently as reasonably possible.

33. Summary of Our Shipping Terms

For convenience, our current shipping arrangements are:

Shipping Area: Malaysia only
International Shipping: Not available
Shipping Fee: Free
Standard Delivery: Within 7 days
Overnight Delivery: Not available
Same-Day Delivery: Not guaranteed or routinely available
Express Delivery: Not available unless expressly offered by the Company
Delivery Address: Must be a valid and serviceable Malaysian address
Courier: May vary depending on location and operational availability

By placing an Order through our Website, You acknowledge and agree to this Shipping Policy and understand that delivery times are estimates and may be affected by circumstances beyond the Company’s reasonable control.