SHIPPING POLICY

1. Introduction

This Shipping Policy explains how FORMA PRINTWORKS SDN. BHD. (“FORMA PRINTWORKS”, “we”, “our”, or “us”) processes, produces, packs, dispatches, and delivers products purchased through our website, online store, social-media channels, email, messaging platforms, marketplaces, and other authorised sales channels.

FORMA PRINTWORKS provides printing, customisation, branding, promotional merchandise, signage, photo-product, apparel, drinkware, stationery, bag, fulfilment, and related services. Many items are produced specifically according to customer-approved artwork, product choices, dimensions, quantities, colours, print methods, finishing requirements, or branding specifications.

By placing an order with us, you acknowledge that you have read, understood, and agreed to this Shipping Policy together with our Terms & Conditions and Refund & Return Policy.

2. Order Processing and Production Time

All orders are subject to payment verification, product availability, artwork review, customer approval, production scheduling, quality checks, packaging, and courier collection arrangements.

For ready-stock or non-customised products, orders are generally processed within one (1) to three (3) business days after successful payment confirmation, subject to stock availability and operational conditions.

For customised, printed, engraved, embroidered, personalised, or made-to-order products, production lead time will vary depending on factors such as:

  • Product type and quantity ordered;
  • Artwork complexity and print coverage;
  • Printing, embroidery, engraving, or finishing method;
  • Material availability;
  • Customer artwork approval timing;
  • Required packaging and fulfilment arrangements;
  • Peak production periods;
  • Supplier lead times; and
  • Delivery destination.

Production will generally begin only after the customer has confirmed the quotation, approved the artwork or mock-up where applicable, and completed the required payment or deposit arrangement.

Estimated production and delivery dates are provided for planning purposes only. They are not guaranteed unless specifically confirmed by us in writing.

3. Artwork Approval and Delivery Timeline

For custom orders, the delivery timeline begins only after all required details have been finalised. This includes confirmation of the product specification, quantity, size, colours, print placement, artwork, delivery address, and payment status.

Customers are responsible for reviewing all artwork proofs, spelling, logos, text, contact details, colours, dimensions, product selections, and print positions before approval. Delays in providing artwork, approving proofs, responding to clarification requests, or making late amendments may affect the estimated completion and delivery date.

Once artwork or production specifications have been approved, changes may no longer be possible. Any requested amendment after approval may require additional production time, artwork charges, product charges, or delivery charges.

FORMA PRINTWORKS will not be responsible for delays caused by customer-side approval delays, incomplete information, late payment, changes to confirmed specifications, or failure to respond to production-related enquiries.

4. Delivery Coverage

We provide delivery services within Malaysia, subject to courier coverage, accessibility, product size, parcel weight, delivery restrictions, and service availability.

Delivery may be available to:

  • Kuala Lumpur and Selangor;
  • West Malaysia / Peninsular Malaysia;
  • Sabah;
  • Sarawak; and
  • Other Malaysian locations supported by our appointed courier or logistics partners.

Delivery to rural areas, islands, high-rise buildings, guarded premises, industrial zones, restricted-access properties, or locations requiring special entry arrangements may require additional time or charges.

International delivery may be available for selected products, subject to quotation, courier restrictions, customs requirements, product type, destination-country regulations, and shipping availability. Customers requesting international delivery should contact us before confirming an order.

5. Estimated Delivery Time

Once an order has completed production and has been dispatched, estimated delivery time is generally as follows:

Kuala Lumpur and Selangor

Estimated delivery time: approximately one (1) to three (3) business days after dispatch.

West Malaysia / Peninsular Malaysia

Estimated delivery time: approximately one (1) to five (5) business days after dispatch.

Sabah and Sarawak

Estimated delivery time: approximately three (3) to ten (10) business days after dispatch.

International Destinations

Estimated delivery time will depend on the selected courier service, customs clearance, destination-country procedures, product restrictions, and other logistics conditions. International delivery timelines will be provided separately where available.

All stated delivery periods are estimates only. Actual delivery may be affected by courier operations, weather conditions, public holidays, festive periods, road disruptions, customs clearance, high parcel volumes, incomplete address information, remote-area access, or other factors beyond our reasonable control.

6. Shipping Charges

Shipping charges are determined based on the delivery address, parcel weight, volumetric weight, product dimensions, quantity ordered, selected delivery service, required packaging, insurance requirements, and any special handling needs.

Shipping charges may apply to:

  • Standard courier delivery;
  • Same-day or urgent delivery;
  • Large-format signage;
  • Roll-up banners;
  • Event backdrops;
  • Bulk merchandise;
  • Fragile products;
  • Oversized products;
  • Multiple delivery locations;
  • International shipments; and
  • Products requiring special packaging or logistics arrangements.

The applicable delivery charge will generally be shown in the quotation, checkout page, invoice, or order confirmation before payment is completed.

From time to time, we may offer shipping promotions, discounted delivery, free-delivery campaigns, or bundled fulfilment arrangements. Such offers may be subject to minimum-order values, selected locations, product exclusions, campaign dates, capacity limits, and other specific conditions.

Unless the delay or issue is caused by our verified error, original shipping charges, urgent delivery charges, return-to-sender charges, and special delivery fees are generally non-refundable once an order has been dispatched.

7. Delivery Address and Contact Information

Customers are responsible for providing accurate, complete, and accessible delivery information. This includes:

  • Recipient’s full name;
  • Company name, where applicable;
  • Active contact number;
  • Full address;
  • Unit, floor, lot, or suite number;
  • Building name;
  • Street name;
  • Postcode;
  • City and state;
  • Delivery instructions; and
  • Any access requirements for condominiums, offices, warehouses, schools, event venues, or guarded premises.

FORMA PRINTWORKS is not responsible for delivery delays, failed delivery, returned parcels, additional charges, or losses caused by inaccurate, incomplete, unclear, outdated, or inaccessible address information.

Customers must notify us as soon as possible if an address change is needed. Address amendments cannot be guaranteed after an order has entered production, been packed, or been handed to the courier.

8. Packaging and Product Handling

We take reasonable care to package products appropriately before dispatch. Depending on the product type, packaging may include cartons, protective wrapping, bubble wrap, sleeves, cushioning materials, plastic protection, shrink wrap, reinforced tape, or other suitable packing methods.

Products such as drinkware, framed photo products, signage, banners, apparel packs, printed materials, and corporate gift sets may require different packaging methods based on their size, material, fragility, or quantity.

Customers requiring special packaging, individual gift wrapping, event-kitting, labelling, sorting, or multi-location fulfilment should notify us before confirming the order. Additional charges and lead time may apply.

9. Tracking Information

Where tracking is available, customers may receive a courier reference number, shipping confirmation, or tracking update after dispatch.

Tracking information is provided by the appointed courier or logistics provider. Customers are encouraged to monitor the delivery status and respond promptly to courier calls, messages, collection instructions, or requests for access details.

Courier tracking updates may take time to appear after collection. FORMA PRINTWORKS does not control the courier’s tracking system, route planning, service standards, or delivery records, but we will provide reasonable assistance where a delivery enquiry is raised.

10. Failed Delivery, Unclaimed Parcels, and Redelivery

A delivery may fail where the recipient is unavailable, the address is incomplete, access is not provided, the parcel is refused, the courier cannot contact the recipient, or the parcel is not collected from a designated collection point within the courier’s required timeframe.

Where an order is returned to us due to unsuccessful delivery, we may contact the customer to arrange redelivery. The customer may be required to pay additional delivery, handling, return-to-sender, storage, repacking, or administrative charges before the order is sent again.

If the customer does not respond within a reasonable period, we may treat the order as abandoned or cancelled, subject to deduction of any non-recoverable materials, production, delivery, packaging, and administrative costs, where permitted by applicable law.

11. Damaged, Missing, or Incorrect Deliveries

Customers should inspect all packages promptly upon delivery or collection.

If a parcel appears damaged, tampered with, incomplete, or incorrectly delivered, customers should take clear photographs and notify us within forty-eight (48) hours of receipt. Where possible, please retain the outer packaging, courier label, protective materials, and all affected items for assessment.

To assist with an investigation, we may request:

  • Order number or invoice number;
  • Courier tracking number;
  • Photographs or videos of the parcel and product;
  • Images of the outer packaging and courier label;
  • Description of the issue;
  • Quantity of affected items; and
  • Any communication received from the courier.

Claims involving damaged, missing, or incorrect items will be assessed under our Refund & Return Policy.

12. Risk and Delivery Confirmation

Delivery is generally considered completed when the parcel is delivered to the address provided by the customer, received by the named recipient, received by an authorised person at the delivery location, collected by the customer, or recorded as delivered by the courier.

Customers should avoid instructing couriers to leave parcels in unsecured locations. Where a customer authorises a parcel to be left at a reception area, guardhouse, doorstep, mailbox, designated safe place, or other unattended location, the customer accepts the associated risk after delivery confirmation.

13. Contact Us

For delivery enquiries, shipping quotations, order tracking, large-format logistics, fulfilment support, or international-shipping requests, please contact:

FORMA PRINTWORKS SDN. BHD.
Registration No.: 202601026422 (1688518-K)

A-10-02, Menara The MET
No. 20, Jalan Dutamas 2
50480 Kuala Lumpur
W.P. Kuala Lumpur
Malaysia

Phone: +6017-494 6675
Email: forma_print@outlook.com