Shipping & Delivery Policy

Last Updated: 24 October 2025
Version 1.0

At Xeep, we are committed to delivering your Xeep Device and subscription bundle quickly and safely. This Shipping & Delivery Policy outlines our delivery coverage areas, shipping costs, delivery timeframes, order tracking procedures, and what to do if there are any issues with your delivery.

All deliveries are made through trusted Malaysian courier partners to ensure your Xeep Device arrives in perfect condition.

Important Note

All Xeep Device purchases include a subscription plan (Xeep Lite or Xeep Pro). We do not sell the Xeep Device as standalone hardware. For details about bundle pricing and subscription options, visit xeep.io/pricing or see our Terms of Sale.

Table of Contents

1. Delivery Coverage Areas2. Shipping Costs3. Courier Partners4. Order Processing and Delivery Timeframes5. Order Tracking6. Failed Delivery and Collection7. Damaged or Missing Packages8. Customs and Import Duties9. Risk of Loss and Title Transfer10. Order Cancellation Before Shipment11. Delivery to Business Addresses or PO Boxes12. Contact Information for Shipping Inquiries13. Changes to This Policy14. Shipping During Festive Seasons and Public Holidays

1. Delivery Coverage Areas

We currently deliver to the following regions within Malaysia:

1.1 Peninsular Malaysia (West Malaysia)

We deliver to all states in Peninsular Malaysia, including:

Federal Territories:

  • Kuala Lumpur
  • Putrajaya

States:

  • Selangor
  • Johor
  • Penang
  • Perak
  • Pahang
  • Negeri Sembilan
  • Melaka
  • Kedah
  • Kelantan
  • Terengganu
  • Perlis

Delivery Timeframe:

Three to seven business days from order confirmation (one to two business days processing + two to four business days shipping)

1.2 East Malaysia (Sabah and Sarawak)

We deliver to all major cities and towns in:

Sabah:

  • Kota Kinabalu
  • Sandakan
  • Tawau
  • Lahad Datu

Sarawak:

  • Kuching
  • Miri
  • Sibu
  • Bintulu

Delivery Timeframe:

Seven to twelve business days from order confirmation (one to two business days processing + five to ten business days shipping)

Note: Remote or rural areas in Sabah and Sarawak may experience slightly longer delivery times due to geographical challenges. Our courier partners will contact you if there are any delays.

1.3 International Shipping

We currently do not offer international shipping outside of Malaysia. Xeep is designed specifically for the Malaysian wellness market, and our services, pricing, and features are optimized for Malaysian users.

If you are located outside Malaysia and interested in Xeep, please contact hi@xeep.io to express your interest. We will notify you when we expand to your region.

2. Shipping Costs

Shipping costs vary depending on your location and order value.

2.1 Peninsular Malaysia Shipping Costs

Standard Shipping:

  • Cost: RM 12 per order
  • Free Shipping Threshold: Orders of RM 200 or more receive free standard shipping

Typical Shipping Costs for Standard Bundles:

  • Single Xeep Lite bundle (1 month): RM 39 + RM 12 shipping = RM 51
  • Single Xeep Pro bundle (1 month): RM 59 + RM 12 shipping = RM 71

How to Get Free Shipping:

  • Purchase 6-month or 12-month prepaid bundles (typically exceeds RM 200)
  • Purchase multiple devices (e.g., family bundle with 3+ devices)
  • Order during promotional free shipping campaigns (check xeep.io/offers)

Note: Free shipping threshold is calculated on the total order value before applying any discount codes.

2.2 East Malaysia (Sabah and Sarawak) Shipping Costs

Standard Shipping:

  • Cost: RM 25 per order
  • Free Shipping Threshold: Orders of RM 350 or more receive free standard shipping

Due to the longer distances and additional handling required for deliveries to East Malaysia, shipping costs are higher than Peninsular Malaysia.

2.3 Expedited or Express Shipping

We currently do not offer expedited or express shipping options. All orders are shipped via standard courier delivery with estimated timeframes as outlined in Section 1.

If you have an urgent need for your Xeep Device (such as a medical requirement or time-sensitive event), please contact hi@xeep.io, and we will do our best to prioritize your order.

3. Courier Partners

Xeep works with trusted Malaysian courier services to ensure reliable and secure delivery of your orders.

3.1 Primary Courier Partners

PosLaju:

Malaysia's national postal and courier service, operated by Pos Malaysia. PosLaju provides nationwide coverage and tracking for all shipments.

J&T Express:

A leading express delivery company in Malaysia with extensive coverage in both Peninsular Malaysia and East Malaysia.

3.2 Courier Assignment

The courier assigned to your order will depend on your delivery location, order size, and availability. We automatically select the most reliable and cost-effective courier for your specific delivery address.

You will be notified of the assigned courier when you receive your tracking information via email.

3.3 Signature Requirements

Security Requirements:

For security reasons, all Xeep Device deliveries require a signature upon delivery. The courier will not leave the package unattended at your doorstep.

If you are not available to receive your delivery, the courier will attempt redelivery or hold the package at a nearby depot for collection (see Section 6 for failed delivery procedures).

4. Order Processing and Delivery Timeframes

4.1 Order Processing Time

Once you complete your order on xeep.io or through the Xeep mobile app, your order will enter our fulfillment queue.

Processing Time: One to two business days

During the processing period, we will:

  • Verify your payment with our payment processor (HitPay)
  • Prepare your Xeep Device for shipment, including quality checks and packaging
  • Generate your shipping label and tracking number
  • Activate your subscription (included with all Xeep Device purchases)

Order Confirmation: You will receive an order confirmation email immediately after purchase, followed by a shipment confirmation email with tracking information once your order has been dispatched.

4.2 Shipping and Delivery Time

After your order has been processed and dispatched, delivery times vary by region:

Peninsular Malaysia:

  • Shipping time: Two to four business days
  • Total time (processing + shipping): Three to seven business days

East Malaysia (Sabah and Sarawak):

  • Shipping time: Five to ten business days
  • Total time (processing + shipping): Seven to twelve business days

Business Days Defined:

Business days are Monday through Friday, excluding Malaysian public holidays and weekends (Saturday and Sunday). Orders placed on weekends or public holidays will be processed on the next business day.

4.3 Seasonal or High-Volume Delays

During peak shopping periods, such as major sales events (11.11, 12.12), festive seasons (Hari Raya, Chinese New Year, Deepavali, Christmas), or promotional campaigns, order processing and delivery times may be extended by one to three business days due to high order volumes.

We will notify you via email if we anticipate any delays with your order.

5. Order Tracking

5.1 Tracking Information

Once your order has been dispatched, you will receive a shipment confirmation email containing:

  • Your tracking number
  • The name of the courier handling your delivery
  • A direct link to track your shipment on the courier's website
  • Estimated delivery date

Where to Track:

5.2 Tracking Your Order

You can track your order in real-time using the tracking number provided. The tracking system will show you:

  • Current location of your package
  • Estimated delivery date
  • Delivery status updates (e.g., "Out for delivery," "Attempted delivery," "Delivered")

Note: Tracking information may take six to twelve hours to appear in the courier's system after dispatch. If your tracking number is not showing any results, please wait at least twelve hours before contacting support.

5.3 Delivery Notifications

Our courier partners will send you SMS and/or email notifications at key stages of delivery:

  • Package dispatched from our warehouse
  • Package out for delivery to your address
  • Delivery attempted (if you were not available)
  • Package delivered successfully

Please ensure your contact information (phone number and email address) is accurate at the time of checkout to receive these notifications.

6. Failed Delivery and Collection

6.1 Failed Delivery Attempts

If the courier is unable to deliver your package because you were not available to sign for it, the following process applies:

First Attempt:

The courier will leave a delivery attempt notice at your address and send you an SMS/email notification with instructions for redelivery or collection.

Second Attempt:

The courier will attempt delivery again on the next business day. You will receive another SMS/email notification.

Third Attempt (if applicable):

Some couriers will make a third delivery attempt, while others will proceed directly to holding the package at their depot after the second failed attempt.

6.2 Package Held at Courier Depot

If delivery cannot be completed after two or three attempts, your package will be held at the nearest courier depot or post office for collection.

Holding Period: Seven days

You will receive an SMS and email notification with:

  • The depot or post office address where your package is being held
  • Operating hours for collection
  • Your tracking number and order number for identification
  • Instructions for collection

To Collect Your Package:

  1. Visit the specified depot or post office during operating hours (typically Monday to Friday, 9:00 AM to 5:00 PM, and Saturday mornings)
  2. Bring a valid form of identification (MyKad, passport, or driver's license)
  3. Provide your tracking number and order number to the counter staff
  4. Sign for your package and inspect it for any visible damage before leaving the premises

6.3 Return to Sender

If you do not collect your package within the seven-day holding period, the courier will return it to Xeep as "undeliverable."

Consequences of Return to Sender:

  • Reshipping fees apply: If you still want your Xeep Device, you will need to pay a reshipping fee of RM 20 to cover the cost of the return shipment and a new delivery attempt
  • Refund available: Alternatively, you may request a refund of your order. A restocking fee of RM 10 will apply, and you are responsible for the original shipping cost

To arrange reshipping or request a refund, contact hi@xeep.io with your order number within fourteen days of the return-to-sender date.

7. Damaged or Missing Packages

7.1 Package Damaged During Shipping

If your Xeep Device package arrives damaged (torn, crushed, wet, or otherwise visibly compromised), please:

  1. Do not refuse delivery. Accept the package and inspect the contents immediately while the courier is present if possible
  2. Take photos of the damaged packaging and any damage to the device itself
  3. Contact us immediately at hi@xeep.io with the subject line "Damaged Package - [Your Order Number]" and attach the photos
  4. Include your tracking number, order number, and a description of the damage

Our Response:

  • We will review your claim within one to two business days
  • If the damage occurred during shipping and the device is affected, we will send you a replacement device at no additional cost with expedited shipping
  • If only the packaging is damaged but the device is unharmed, we may close the case, but you will still be eligible for our full warranty coverage

7.2 Package Lost or Not Delivered

If your tracking information shows "Delivered," but you did not receive your package:

  1. Check with household members, neighbors, or building security to see if someone else received your package on your behalf
  2. Verify the delivery address shown in your order confirmation email to ensure it was correct
  3. Wait twenty-four hours as couriers sometimes mark packages as delivered before they actually arrive (e.g., at the end of a delivery route)

If you still cannot locate your package after twenty-four hours, contact hi@xeep.io with the subject line "Package Not Received - [Your Order Number]" and include:

  • Your order number
  • Your tracking number
  • Confirmation that you checked with others at the delivery address

Our Response:

  • We will open an investigation with the courier to locate your package
  • If the courier confirms the package was lost or misdelivered, we will send you a replacement device at no additional cost
  • Investigations typically take three to seven business days to complete

8. Customs and Import Duties

Since Xeep currently only ships within Malaysia, there are no customs duties or import taxes applicable to your order. All orders are domestic shipments.

If we expand internationally in the future, customers outside Malaysia may be responsible for customs duties, import taxes, and clearance fees imposed by their country's customs authorities. These fees are not included in our shipping costs and are the buyer's responsibility.

9. Risk of Loss and Title Transfer

Risk of Loss:

The risk of loss or damage to your Xeep Device passes to you upon delivery. Once you sign for the package and it is in your possession, you are responsible for any damage or loss that occurs.

Title Transfer:

Title (ownership) of the Xeep Device transfers to you upon delivery and signature confirmation by the courier.

During Shipping:

While your package is in transit, Xeep and our courier partners are responsible for ensuring its safe delivery. If the package is lost or damaged during shipping, we will provide a replacement at no cost to you.

10. Order Cancellation Before Shipment

If you need to cancel your order before it has been shipped, please contact hi@xeep.io as soon as possible with the subject line "Cancel Order - [Your Order Number]."

Cancellation Process:

  • If your order has not yet been processed or dispatched, we will cancel it and issue a full refund within three to five business days
  • If your order has already been dispatched, you will need to refuse delivery when the courier attempts to deliver, or follow our return and refund procedures (see our Refund & Cancellation Policy)

Note: Once an order enters the shipping process, we cannot guarantee cancellation. The order will need to be returned after delivery for a refund, subject to our return policy terms.

11. Delivery to Business Addresses or PO Boxes

11.1 Business Address Deliveries

We can deliver to business addresses (offices, coworking spaces, retail locations). Please ensure that:

  • Someone is available to sign for the package during business hours (Monday to Friday, 9:00 AM to 5:00 PM)
  • You provide the full business name, building name, floor number, and unit number in the delivery address
  • You include a contact phone number where the recipient can be reached if the courier has trouble locating the address

11.2 PO Box Deliveries

We cannot deliver to PO Boxes because our couriers require a signature upon delivery. Please provide a physical street address where someone can receive and sign for your package.

12. Contact Information for Shipping Inquiries

For questions about shipping, delivery status, or issues with your order, please contact us:

Contact Details:

Email: hi@xeep.io

Subject Line: Shipping Inquiry - [Your Order Number]

Response Time: We aim to respond to all shipping inquiries within one to two business days (Monday to Friday, 9:00 AM to 6:00 PM Malaysia Time)

For Urgent Delivery Issues: Include "URGENT" in your subject line if you need immediate assistance with a delivery problem, and we will prioritize your request

13. Changes to This Policy

Xeep reserves the right to modify this Shipping & Delivery Policy at any time to reflect changes in our delivery partners, shipping costs, or delivery coverage areas. Changes will be posted on our website at xeep.io/shipping-policy, and the "Last Updated" date at the top of this page will be revised.

If we make changes that significantly affect pending orders (such as increased shipping costs or extended delivery times), we will notify affected customers by email at least seven days before the changes take effect.

14. Shipping During Festive Seasons and Public Holidays

14.1 Malaysian Public Holidays

Our warehouse and courier partners do not process or deliver shipments on Malaysian public holidays, including:

  • Hari Raya Aidilfitri and Aidiladha
  • Chinese New Year
  • Deepavali
  • Christmas
  • Merdeka Day and Malaysia Day
  • State-specific public holidays (e.g., Thaipusam in certain states)

Orders placed during public holiday periods may experience delays of one to three business days. We will notify you of any expected delays via email.

14.2 Festive Season Delivery

During major festive seasons (particularly Hari Raya and Chinese New Year), courier services may experience higher volumes and temporary closures, leading to extended delivery times.

Recommendations:

  • Order at least two weeks in advance of major festive seasons if you need your Xeep Device by a specific date
  • Check our website or social media channels for festive season delivery updates and warehouse closure announcements

Last Updated: 24 October 2025 | Effective Date: 24 October 2025 | Version: 1.0

Thank you for choosing Xeep. We are committed to delivering your Xeep Device safely and on time. If you have any questions about shipping or delivery, please contact us at hi@xeep.io.

For more information, visit xeep.io or contact us at hi@xeep.io