Shipping policy

At Nadi Health, we aim to process and deliver your orders as efficiently as possible. Please read this Shipping Policy carefully before placing your order.

Business Days & Non-Processing Days

All order processing and shipment activities are conducted on business days only.

We do NOT process or dispatch shipments on:

  • Saturdays
  • Sundays
  • Malaysian public holidays

Orders placed on weekends or public holidays will be processed on the next business day.

All processing times, shipping timelines, and delivery estimates stated in this policy exclude weekends and public holidays.

Shipping Address

We will ship orders only to the shipping address provided at checkout.

Customers are responsible for ensuring that:

  • The shipping address is complete and accurate
  • A reachable phone number is provided for delivery purposes

We do not ship to P.O. Boxes or invalid addresses.

Nadi Health shall not be liable for:

  • Failed deliveries due to incorrect or incomplete addresses
  • Delays caused by unreachable recipients

If a parcel is returned to us due to address issues or failed delivery, re-delivery fees will apply and must be paid by the customer before reshipment.

No Self Pickup

Nadi Health operates on a delivery-only basis.

Self pick-up, walk-in collection, or in-person collection is strictly not available under any circumstances.

To respect customer privacy and maintain discretion due to the nature of our products, all orders are handled privately and fulfilled exclusively via our appointed courier partners.

All orders must be delivered in accordance with this Shipping Policy.
Requests for self pick-up or manual collection will not be entertained.

Change of Shipping Address

Requests to change the shipping address must be made within 12 hours of placing the order by contacting:

📧 admin@nadi-health.com

Notwithstanding, address change requests are:

  • Subject to verification
  • Only entertained before the parcel is packed and collected by our delivery partner

Requests made after 12 hours, or after packing/collection (whichever comes first), may be rejected or incur additional shipping charges.

Our decision regarding address changes shall be final and binding.

Order Processing Time

Orders require 1–3 business days to be processed before being handed over to our shipping partners.

During peak periods, promotional campaigns, or public holidays, processing may take up to 7 business days.

Orders may be delayed or cancelled if:

  • Billing information is incomplete or inconsistent
  • Additional verification is required
  • Fraud prevention checks are triggered

Shipping Origin

All orders are shipped from our logistics facility in Kuala Lumpur, Malaysia.

We offer complimentary shipping as our standard service, at no additional cost unless otherwise stated.

Shipping Partners

We work with reputable local and international logistics providers to ensure reliable delivery. Our shipping partners include, but are not limited to:

  • J&T Express
  • Ninja Van
  • Pos Laju
  • DHL
  • FedEx
  • SF Express
  • UPS
  • EMS
  • Other trusted local or international courier services as required

Courier selection may vary based on destination, service availability, and operational requirements. We reserve the right to assign or change shipping partners without prior notice.

Estimated Shipping Time

Shipping times are estimates only and are not guaranteed.

Estimated delivery timelines (excluding processing time):

  • Malaysia: 2–7 business days
  • International destinations: 7–14 business days

Deliveries are typically made during business hours on weekdays, subject to the courier’s operating schedule.

Nadi Health shall not be responsible for delays caused by:

  • Customs clearance procedures
  • Public holidays
  • Severe weather
  • Courier disruptions
  • Events beyond our reasonable control

Expedited / Same-Day Delivery (Klang Valley Only) (VIP Service)

Customers located within the Klang Valley who require expedited or same-day delivery may contact us to submit a special request.

Please note that:

  • Expedited or same-day delivery is not guaranteed
  • Additional charges will apply and will be communicated before confirmation
  • Payment for expedited shipping must be made in advance before the product is dispatched
  • Requests are subject to the availability of our fulfilment and delivery teams

We reserve the sole right to approve or reject any expedited delivery request based on operational capacity, order status, and timing.

Once an expedited delivery request has been confirmed and fulfilled, all shipping fees are non-refundable.

Tracking Information

Once your order has been handed over to the courier, a tracking number will be provided via email, SMS, or mobile notification.

Please note:

Tracking updates may take several business days to appear

If no tracking information is available after 5 business days, please contact us at admin@nadi-health.com

Split Shipments

For orders containing multiple items, products may be shipped separately and arrive on different dates due to availability or fulfilment logistics.

Duties, Taxes & Customs (International Orders)

International shipments may be subject to:

  • Import duties
  • Taxes
  • Customs clearance fees
  • These charges are solely the responsibility of the customer.

If a shipment is refused, returned, or abandoned due to customs issues, the customer will be responsible for:

  • Any incurred duties or taxes
  • Return shipping costs

No refunds will be issued for refused or abandoned shipments.

Lost, Stolen or Damaged Packages

Nadi Health is not responsible for packages that are lost, stolen, or damaged after delivery confirmation.

If tracking indicates that a parcel has been delivered but not received, customers must:

  • Contact the courier directly
  • File a claim with the shipping provider

Claims for damaged items must be submitted in accordance with our Return & Refund Policy, supported by photo or video evidence.

We rely on courier tracking timestamps and delivery confirmations when reviewing claims.

Failed Delivery & Forfeiture

If a delivery attempt fails:

  • The courier may hold the parcel for a limited period (typically up to 7 days)
  • Reshipment may be attempted subject to availability

If the customer:

  • Refuses delivery, or
  • Fails to accept the parcel after repeated attempts

The parcel may be forfeited without refund, in accordance with our Return & Refund Policy.

Policy Updates

We reserve the right to amend this Shipping Policy at any time without prior notice. The latest version will always be published on our website.

Contact & Feedback

For shipping-related enquiries, please contact:

📧 admin@nadi-health.com

Thank you for shopping with Nadi Health.