At Xeep, we deliver Xeep Device and subscription bundles through trusted Malaysian courier partners. This Shipping & Delivery Policy covers coverage areas, costs, timeframes, tracking, and delivery issues. Xeep Device purchases may be a Lite or Pro bundle, or Xeep Go (one-time device + base app access). Current pricing: xeep.io/pricing.
1. Delivery Coverage Areas
1.1 Peninsular Malaysia
We deliver to all states and federal territories: Kuala Lumpur, Putrajaya, Selangor, Johor, Penang, Perak, Pahang, Negeri Sembilan, Melaka, Kedah, Kelantan, Terengganu, and Perlis.
Timeframe: three to seven business days from order confirmation (one to two days processing + two to four days shipping).
1.2 East Malaysia (Sabah and Sarawak)
Major cities including Kota Kinabalu, Sandakan, Tawau, Lahad Datu, Kuching, Miri, Sibu, and Bintulu.
Timeframe: seven to twelve business days (one to two days processing + five to ten days shipping). Remote areas may take longer; couriers will contact you if delayed.
1.3 International Shipping
We do not currently ship outside Malaysia. Email [email protected] if you want to be notified when we expand.
2. Shipping Costs
2.1 Peninsular Malaysia
Standard shipping RM 12 per order. Free shipping on orders of RM 200 or more (before discount codes).
Typical: Lite 1-month RM 39 + RM 12 = RM 51; Pro 1-month RM 59 + RM 12 = RM 71. Six- or twelve-month bundles and multi-device orders usually qualify for free shipping.
2.2 East Malaysia
Standard shipping RM 25 per order. Free shipping on orders of RM 350 or more.
2.3 Express shipping
We do not currently offer express shipping. For urgent need, email [email protected] and we will try to prioritize.
3. Courier Partners
Primary partners: PosLaju and J&T Express. Assignment depends on location, size, and availability. You are told the courier when tracking is emailed.
All Xeep Device deliveries require a signature. Couriers will not leave packages unattended.
4. Order Processing and Delivery Timeframes
Processing is one to two business days: payment verification (HitPay), quality check, packaging, label/tracking, and subscription activation. You get an order confirmation immediately and a shipment email with tracking when dispatched.
Peninsular total: three to seven business days. East Malaysia total: seven to twelve business days.
Business days are Monday–Friday, excluding Malaysian public holidays. Weekend and holiday orders process the next business day. Peak events (11.11, 12.12, festive seasons) may add one to three business days; we email if delayed.
5. Order Tracking
Shipment email includes tracking number, courier name, tracking link, and estimated delivery date.
- PosLaju: https://www.pos.com.my/track-trace
- J&T Express: https://www.jtexpress.my/track
Tracking may take six to twelve hours after dispatch. Couriers send SMS/email for dispatch, out for delivery, attempted delivery, and delivered. Keep checkout phone and email accurate.
6. Failed Delivery and Collection
If you miss a signed delivery: first attempt leaves a notice; second attempt the next business day; some couriers try a third time, others hold after two attempts.
Held packages stay at the depot or post office for seven days. Bring MyKad/passport/driver’s licence plus tracking and order numbers. Inspect for damage before leaving.
If uncollected, the package returns to Xeep. Reshipping is RM 20, or you may request a refund with a RM 10 restocking fee and you remain responsible for original shipping. Contact [email protected] within fourteen days of the return-to-sender date.
7. Damaged or Missing Packages
If packaging is damaged: accept the package if possible, photograph packaging and device, email [email protected] with subject “Damaged Package - [Order Number]”. We review in one to two business days. Shipping damage to the device gets a no-cost replacement. Packaging-only damage keeps full warranty coverage.
If tracking says Delivered but you did not receive it: check household, neighbours, and security; confirm the address; wait twenty-four hours. Then email “Package Not Received - [Order Number]”. We investigate with the courier (typically three to seven business days) and replace if lost or misdelivered.
8. Customs and Import Duties
Domestic Malaysia shipments have no customs duties. Future international buyers would be responsible for their country’s duties and taxes.
9. Risk of Loss and Title Transfer
Risk of loss passes on delivery and signature. Title transfers on delivery and signature. Xeep and the courier are responsible while the package is in transit; lost or damaged-in-transit devices are replaced at no cost.
10. Order Cancellation Before Shipment
Email [email protected] with subject “Cancel Order - [Order Number]” as soon as possible. Unprocessed orders are cancelled with a full refund in three to five business days. Once dispatched, refuse delivery or use the Refund & Cancellation Policy. We cannot guarantee cancellation after shipping starts.
11. Business Addresses and PO Boxes
Business addresses are fine if someone can sign during business hours and the address includes building, floor, and unit. We cannot deliver to PO Boxes because a signature is required.
12. Contact
Email: [email protected]
Subject: Shipping Inquiry - [Your Order Number]
Hours: Monday to Friday, 9:00 AM to 6:00 PM Malaysia Time. Mark urgent issues “URGENT”.
13. Changes
Posted at xeep.io/policies/shipping. Changes that affect pending orders (cost or timeframe) are emailed at least seven days ahead.
14. Festive Seasons and Public Holidays
Warehouse and couriers do not process or deliver on Malaysian public holidays (Hari Raya, Chinese New Year, Deepavali, Christmas, Merdeka, Malaysia Day, and state holidays). Expect one to three extra business days. Order at least two weeks ahead of major festive dates.