Shipping Policy

Thank you for shopping with Emagene.life. This Shipping Policy explains how we process, ship, and deliver your orders.


1. Order Processing Time

All orders are processed within 3–5 business days (excluding weekends and public holidays) after payment confirmation.

During peak periods, promotional events, or product launches, processing times may take up to 7–10 business days.

You will receive a confirmation email once your order has been successfully placed, and another notification when your order has been shipped.


2. Delivery Timeframes

Delivery times vary depending on your location and courier partner.

Shipping (Malaysia/Singapore)

  • Estimated delivery: 5–10 business days after dispatch

International Shipping

  • Estimated delivery: 7–21 business days after dispatch
  • Customs clearance may cause additional delays, which are outside of our control

These are estimates only and not guaranteed delivery dates.


3. Shipping Fees

Shipping fees are calculated at checkout based on:

  • Delivery destination
  • Package weight
  • Courier service selected

Any applicable customs duties, taxes, or import fees are the responsibility of the customer.


4. Order Tracking

Once your order is shipped, you will receive a tracking number via email or SMS.

Tracking updates may take up to 24–48 hours to appear in the courier system.


5. Delivery Responsibility

Once an order has been handed over to the courier, Emagene.life is not responsible for:

  • Delays caused by courier services
  • Failed delivery attempts due to incorrect addresses
  • Missed deliveries
  • Customs clearance delays
  • Packages marked as delivered but not received

If your tracking shows "Delivered" but you did not receive the parcel, please contact the courier directly.


6. Incorrect Address or Failed Delivery

Please ensure your shipping address is accurate at checkout.

If a parcel is returned to us due to:

  • Incorrect address
  • Incomplete address
  • Failed delivery attempts
  • Refusal of delivery

You may be required to pay for reshipping.


7. Lost or Delayed Parcels

If your order is significantly delayed, we will assist in filing an inquiry with the courier.

However, Emagene.life does not guarantee refunds for courier delays beyond our control.

Refunds or replacements (if any) will be assessed case-by-case.


8. Damaged Parcels

If your parcel arrives damaged:

  • Please take photos immediately
  • Do not discard the packaging
  • Contact us within 48 hours of delivery

Failure to report damage within 48 hours may result in rejection of your claim.


9. Contact Us

For any shipping-related inquiries, contact:

Include:

  • Order number
  • Tracking number
  • Photos (if applicable)

10. Policy Updates

We reserve the right to update this Shipping Policy at any time without prior notice. Changes will take effect immediately upon posting.