Shipping and Delivery Policy

1. About this policy

This policy explains how orders from stores on Gerai Digital are delivered. It is part of our Terms of Service, and the words it uses mean the same as there. Refunds for cancelled or undelivered orders are covered in our Refund and Cancellation Policy.

Each store chooses how it delivers. A store can offer one or more of:

• Courier delivery: rates from couriers are shown at checkout. The store books them on its own courier account (currently DelyvaNow or EasyParcel), or on ours with Shipping by Gerai Digital.
• The store's own delivery: the store delivers itself, at a fee it sets. It may offer free delivery above an order value, and cash on delivery.
• Self pickup: you collect the order from the store's pickup address.

Part A applies to merchants, Part B to shoppers, and Part C to everyone.

Part A: Merchants

2. Setting up delivery

• Your choice. You choose which delivery options your store offers, from your warehouse addresses, in your dashboard. You are responsible for delivering every order you accept, whichever option you use.
• Accurate details. Keep your warehouse and pickup addresses, product weights and sizes, and any delivery times you show up to date. Shoppers see these at checkout.
• Your own delivery. If you deliver yourself, you set the fee, any free-delivery threshold and the delivery time shown to shoppers, and you mark each delivery in the dashboard. If you offer cash on delivery, you or your rider collect the payment.
• Self pickup. If you offer self pickup, tell shoppers when the order is ready (the dashboard sends the email) and hand it over only to the shopper or someone they name.

3. Couriers

• Your own courier account. If you connect your own DelyvaNow or EasyParcel account, bookings, charges, labels and claims are between you and that provider, under its terms.
• Shipping by Gerai Digital. You can book couriers on our account instead. The shipping cost, plus any margin shown at booking, is deducted from your balance. If you do not use Payments by Gerai Digital, you need enough prepaid shipping credit (see our Refund and Cancellation Policy, section 4).
• Booked is final. Once a shipment is booked, its cost is not refunded, even if you cancel the booking.
• Extra charges. If the courier charges more because the weight, size or address was wrong, or the parcel is returned to you, the extra cost is deducted from your balance.

4. Packing and handover

• Pack each parcel securely for its contents, and label fragile items.
• Use the label from your booking, and hand the parcel to the courier by the pickup or drop-off time shown.
• Never send anything on our Prohibited and Restricted Items list, or anything the courier does not accept, such as liquids, batteries or perishables, unless the courier allows it.

5. Lost, damaged and late parcels

• Your responsibility to the shopper. You are the seller, so you must sort out a lost or damaged order with the shopper, for example by sending a replacement or giving a refund, under your store policy and Malaysian consumer law.
• Claims on your own courier account. You claim from the courier directly.
• Claims with Shipping by Gerai Digital. Tell us at hello@chelevenild.my as soon as you know, with the order number and photos where you have them. You must report it within the time the chosen courier's claim rules allow, which can be only a few days. We file the claim with the courier and add what the courier pays to your balance. The courier's own rules and compensation limits apply, and we do not pay more than the courier pays us.
• Delays. Delivery times from couriers are estimates. We are not responsible for courier delays.

Part B: Shoppers

6. Where stores deliver

Stores on Gerai Digital deliver to addresses in Malaysia, including Sabah, Sarawak and Labuan where the store's couriers cover them. Delivery outside Malaysia is not available. Each store decides where it delivers. If a store cannot deliver to your address, you will not see a delivery option for it at checkout.

Stores without their own policy. If a store has not published its own shipping policy, this Part B applies to its orders. A store's own policy replaces it, as long as it follows our Terms and Malaysian consumer law.

7. Delivery fees

The delivery options and fees for your address are shown at checkout, before you pay, and on your order confirmation. Some stores offer free delivery above an order value. You pay only the fee shown when you place the order.

8. Delivery times

• When it ships. How soon your order is sent depends on the store. Check the product page or the store's own policy, especially for pre-orders or made-to-order items.
• In transit. How long delivery takes depends on the courier and your address. The times shown at checkout are the courier's estimates. Sabah, Sarawak and Labuan usually take longer than Peninsular Malaysia.
• Delays. Public holidays, sales seasons, weather and remote areas can add time.

9. Tracking your order

We email you when your order is shipped, with the courier and tracking number, and when it is ready for pickup. Your order page, linked from your order email, shows the latest status.

10. Self pickup

If you choose self pickup, wait for the email saying your order is ready, then collect it from the pickup address shown. Bring your order number. The store may ask for identification, or hand the order to someone you name.

11. If something goes wrong

• Wrong address. Check your address before you pay. If it is wrong, contact the store straight away. Once the parcel has shipped, the store may not be able to change it, and extra charges may apply.
• Missed delivery. If the courier cannot deliver, it may try again, leave a notice, or return the parcel to the store. If the parcel is returned because of a wrong address or because no one collected it, the store may charge you to send it again.
• Late, lost or damaged. Contact the store first, with your order number and photos of any damage. Report damage as soon as you can, as couriers only accept claims for a short time. The store will sort it out, for example with a replacement or a refund, under its policy and our Refund and Cancellation Policy.
• No reply from the store. Email us at hello@chelevenild.my with your order number and we will follow it up with the store.

Part C: Everyone

12. Events beyond anyone's control

Neither we nor the store are responsible for delays caused by events outside reasonable control, such as floods, severe weather, strikes, courier system failures, or orders from the authorities. The store will tell you if your order is affected and what it can do.

13. Changes to this policy

We may update this policy. For significant changes, we will tell merchants by email or in the dashboard at least 30 days before they apply, and update the date on this page. A change does not affect an order placed before it applies.

14. Contact

Chelevenild Technologies
No 32, Jalan SP 10/12, Bandar Saujana Putra, 42610 Jenjarom, Selangor, Malaysia
Email: hello@chelevenild.my

This policy is available in Bahasa Melayu and English. If the two versions differ, the English version applies.