Shipping & Delivery

1. Delivery Coverage

We provide delivery across Malaysia and selected international destinations, including Singapore.

International delivery availability, courier service, shipping rate and delivery time may vary according to destination, parcel weight, product restrictions, customs requirements and courier coverage.

Our courier partners do not deliver to P.O. Box addresses. Please provide a complete residential or commercial delivery address.

2. Order Processing

Orders are generally processed within 3–7 working days and are handled in the order in which they are received.

We process and dispatch orders from Monday to Saturday, excluding the first Saturday of each month and local public holidays.

Processing time is separate from courier transit time. A tracking number will be provided by email, WhatsApp or the order-status page after the parcel has been handed to the courier.

3. Estimated Delivery Time

The following estimates begin after the parcel has been dispatched. They are estimates rather than guaranteed delivery dates.

International delivery outside Singapore is generally estimated at 7–15 working days, excluding customs clearance.

Deliveries to Sabah and Sarawak may experience additional delays where flight capacity or courier coverage is limited.

4. Shipping Rates

Domestic shipping rates are calculated according to parcel weight and delivery region.

International shipping charges are calculated or quoted according to destination, parcel weight, courier availability and product eligibility.

5. Delivery Address

Please confirm that the recipient name, telephone number, unit or lot number, street address, postcode, city, state and country are complete and accurate before payment.

Changes to the delivery address may not be possible after payment has been made or after fulfilment has begun.

If you notice an error, contact us immediately. We cannot guarantee that an address can be changed once the order has entered processing or has been handed to the courier.

6. Delivery Attempts and Undeliverable Parcels

The courier may make up to three delivery attempts, subject to the courier's own service procedures.

If the recipient cannot be reached, refuses delivery, provides an incorrect or incomplete address, or otherwise causes the parcel to be returned, the shipment may be treated as undeliverable.

The customer is responsible for reasonable courier, return and re-delivery costs arising from an undeliverable parcel where the failure was caused by incorrect customer information or the recipient's unavailability.

Any refund, cancellation or re-delivery request will be handled according to the circumstances and our applicable Returns & Refunds Policy.

7. Tracking Your Parcel

If you have not received your order within the estimated period after receiving the tracking number, contact info@isawmedical.com with your order number and tracking number.

8. International Customs, Duties and Taxes

International orders may be subject to customs clearance, import duties, taxes, handling charges or other fees imposed by the destination country, courier or relevant authority.

ISAW Medical cannot determine or guarantee the amount of these charges in advance. Unless otherwise stated in writing, all such charges are payable by the recipient and are not included in our product price or shipping charge.

We recommend checking with your local customs authority before ordering so that you understand the possible import requirements and charges.

9. Delays, Loss or Damage in Transit

Courier transit times can be affected by weather, flight capacity, customs clearance, peak-season volume, operational disruption, movement restrictions or other events beyond our reasonable control.

If tracking has not updated for an unusual period, the parcel appears lost, or the parcel arrives visibly damaged, contact us promptly with your order number, tracking number and supporting photographs where applicable.

We will assist with the courier enquiry or claim process where reasonably possible. Any replacement, refund or other resolution is subject to verification and the applicable courier, insurance, product and returns terms.