Dasar penghantaran

Effective Date: 10 July 2026

At vape haus – Premium Vapor Online Store | est. 2015 (“VAPE HAUS”, “we”, “us” or “our”), we aim to process and deliver customer orders as efficiently and reliably as reasonably possible.

This Shipping Policy applies to orders placed through www.vapehaus.com.my (“Website”).

By placing an order through our Website, you acknowledge that you have read and understood this Shipping Policy.

This Shipping Policy should be read together with our:

1. Domestic Shipping Only

VAPE HAUS currently provides delivery services within Malaysia only.

We do not provide an international shipping option through our Website.

Orders containing a delivery address outside Malaysia may be refused or cancelled.

2. Order Processing

Orders are generally processed within 1–3 business days after successful payment verification.

For the purposes of this Shipping Policy, “business days” means Monday to Friday, excluding Malaysian public holidays.

Order processing time is separate from courier delivery time.

Processing may take longer during:

promotional campaigns;
festive seasons;
product launches;
Malaysian public holidays;
periods of high order volume;
payment or age-verification reviews;
inventory discrepancies;
system interruptions; or
circumstances beyond our reasonable control.

VAPE HAUS will make reasonable efforts to process and dispatch orders promptly but does not guarantee that every order will be dispatched within a specific period.

3. Shipping Charges

Shipping charges, where applicable, will be displayed during checkout before payment is completed.

Shipping charges may vary according to:

delivery location;
parcel size and weight;
selected delivery method;
delivery-partner availability;
promotional eligibility; and
other operational requirements.

Free-shipping promotions may be subject to:

minimum-spend requirements;
eligible delivery areas;
excluded products;
promotional periods; and
additional campaign conditions.

Free-shipping offers may be amended, suspended or withdrawn without prior notice.

4. Order Confirmation and Tracking

After an order has been placed, an automated order-confirmation message may be sent to the email address or contact details provided during checkout.

The order-confirmation message acknowledges receipt of the order and does not necessarily confirm that the order has been dispatched.

Where tracking is available, tracking information will generally be provided after the parcel has been handed over to the selected delivery partner.

Tracking updates may not appear immediately after dispatch and may depend on the delivery partner’s scanning and system-update processes.

Customers are responsible for ensuring that the email address and contact number provided during checkout are accurate and accessible.

5. Delivery Partners

VAPE HAUS currently uses the following delivery partners for domestic order fulfilment:

GDex;
Ninja Van;
Pos Laju; and
Lalamove.

The delivery partner selected for an order may depend on:

delivery destination;
parcel size and weight;
service availability;
selected delivery method;
operational requirements; and
other relevant circumstances.

VAPE HAUS reserves the right to select the most appropriate available delivery partner for each order.

Customers may not always be able to select or change the delivery partner used for their order.

6. Delivery Timeframes

Any delivery timeframe displayed on the Website or provided by customer support is an estimate only and is not a guaranteed delivery commitment.

Estimated delivery time begins after the order has been dispatched and does not include order-processing time.

Actual delivery times may vary due to:

delivery destination;
delivery-partner operations;
sorting-centre congestion;
public holidays;
weather conditions;
peak shipment periods;
transportation disruptions;
unsuccessful delivery attempts;
incorrect or incomplete delivery information; or
circumstances beyond our reasonable control.

7. Delivery Delays

Once a parcel has been handed over to the selected delivery partner, its routing, sorting, transportation and delivery schedule are managed by that delivery partner.

VAPE HAUS is generally unable to control:

courier routes;
sorting schedules;
delivery priorities;
tracking-update frequency;
driver allocation; or
operational decisions made by the delivery partner.

Where reasonably possible, VAPE HAUS may assist customers by:

reviewing tracking information;
contacting the delivery partner;
submitting a delivery enquiry; or
requesting an investigation.

Courier delays do not automatically entitle a customer to cancel an order or receive a refund, replacement or compensation.

Any available remedy will be determined under our Refund Policy and applicable Malaysian law.

8. Delivery Address and Contact Information

Customers are responsible for providing complete and accurate delivery information before placing an order.

This includes:

recipient name;
delivery address;
unit or lot number;
postcode;
state;
contact number; and
any reasonably necessary delivery instructions.

VAPE HAUS may not be able to amend delivery information after an order has entered processing or has been dispatched.

VAPE HAUS is not responsible for delays, failed deliveries, misdelivery or returned parcels caused by:

incorrect or incomplete information supplied by the customer;
an inaccessible delivery location;
an unavailable recipient;
failure to respond to delivery calls or messages;
refusal to accept delivery; or
failure to collect a parcel within the delivery partner’s holding period.

If a parcel is returned because of customer-related information or circumstances, additional shipping charges for redelivery will be borne by the customer.

9. Proof of Delivery

Delivery partners may generate records relating to delivery, including:

delivery photographs;
recipient names or acknowledgements;
signatures;
GPS location information;
tracking records;
delivery timestamps; and
electronic proof of delivery.

These records may be used as evidence when reviewing a delivery dispute.

Where available delivery records indicate that a parcel was successfully delivered to the address or recipient provided by the customer, VAPE HAUS may regard the parcel as delivered unless credible evidence indicates:

misdelivery;
fraud;
courier error;
an incorrect delivery location; or
another relevant issue requiring investigation.

Courier records are not automatically conclusive in every circumstance. Delivery disputes will be reviewed based on the available evidence.

10. Suspected Lost Parcels

If a parcel appears to be lost during transit, customers should contact VAPE HAUS as soon as reasonably possible.

Where practicable, a suspected lost parcel should be reported within 7 calendar days after the estimated delivery period has passed.

A delayed report may affect our ability to obtain courier records, preserve evidence or conduct an effective investigation, but it does not remove any rights that cannot legally be excluded.

VAPE HAUS may:

review the tracking history;
contact the relevant delivery partner;
request a trace or investigation; and
request additional information from the customer.

The resolution of a lost-parcel claim will depend on:

the delivery partner’s investigation;
tracking records;
proof-of-delivery information;
customer-provided evidence;
the circumstances of the shipment; and
applicable law.

Submitting a lost-parcel claim does not automatically guarantee a refund or replacement.

11. Damaged Parcels

Customers should inspect their parcel as soon as reasonably possible after delivery.

Visible parcel or transit damage should preferably be reported within 48 hours of delivery so that VAPE HAUS can preserve evidence and submit a timely courier investigation.

A delayed report may affect the availability of evidence or the outcome of the investigation but does not remove any rights that cannot legally be excluded.

Customers reporting damage may be required to provide:

order number;
clear photographs of the outer parcel;
photographs of the shipping label;
photographs or videos of the damaged product;
photographs of the internal packaging; and
a description of the damage.

Customers should retain the original parcel, packaging and affected products until the investigation has been completed or further instructions have been provided.

Claims relating to damaged products will also be subject to our Refund Policy.

12. Refused Deliveries

Customers should not refuse delivery unless prior arrangements have been agreed with VAPE HAUS.

If delivery is refused without prior agreement, the parcel may be returned to VAPE HAUS.

Where permitted by applicable law, the actual and reasonable costs incurred may be deducted from any eligible refund, including:

original shipping charges;
return-shipping charges; and
reasonable handling costs.

Refusal of delivery does not automatically cancel the order or create a right to a full refund.

13. Failed Delivery Attempts

A delivery may fail where:

the recipient is unavailable;
the recipient cannot be contacted;
the delivery address is incorrect or incomplete;
access to the delivery location is restricted;
delivery is refused; or
the parcel is not collected within the delivery partner’s holding period.

The delivery partner may attempt redelivery, hold the parcel for collection or return it to VAPE HAUS, depending on its procedures.

If the parcel is returned to VAPE HAUS and the customer requests redelivery, the customer may be required to pay the applicable shipping charges before the parcel is sent again.

14. Returned-to-Sender Parcels

A parcel may be returned to VAPE HAUS because of:

failed delivery attempts;
an incorrect or incomplete address;
recipient unavailability;
refusal of delivery;
failure to collect the parcel;
delivery-partner restrictions; or
other customer-related circumstances.

Once a returned parcel is received, VAPE HAUS may contact the customer regarding:

redelivery;
correction of delivery information;
applicable additional shipping charges; or
another appropriate resolution.

Any refund relating to a returned parcel remains subject to our Refund Policy.

15. Lalamove Same-Day or Scheduled Delivery

Where available, VAPE HAUS may offer same-day or scheduled delivery through Lalamove.

Availability may depend on:

delivery location;
driver availability;
order-preparation status;
time of order;
weather conditions;
traffic conditions;
operating hours; and
other operational requirements.

A Lalamove booking is not confirmed until:

the order is ready for collection; and
a suitable driver has accepted the delivery request.

Customers must ensure that:

the delivery address is accurate;
the recipient is contactable; and
someone is available to receive the parcel.

Additional waiting, redirection, cancellation or failed-delivery charges caused by customer-related circumstances may be borne by the customer.

16. Delivery Instructions and Unattended Parcels

Customers may provide reasonable delivery instructions during checkout or directly to the delivery partner where supported.

Delivery instructions are subject to:

delivery-partner procedures;
driver discretion;
safety considerations;
accessibility; and
operational feasibility.

Where a customer authorises a parcel to be:

left unattended;
placed at a designated location;
handed to security personnel;
delivered to reception; or
received by another authorised person,

delivery to that location or person may be treated as delivery in accordance with the customer’s instructions.

Customers accept the risk of theft or loss arising after an unattended-delivery instruction has been completed, subject to rights and responsibilities that cannot legally be excluded.

17. Risk of Loss or Damage

Risk of loss or damage generally transfers to the customer when the parcel has been successfully delivered to:

the delivery address provided by the customer;
the recipient;
an authorised recipient; or
a location authorised by the customer,

as supported by the available delivery records.

Nothing in this section limits any responsibility or remedy arising from:

misdelivery;
courier error;
an incorrect product supplied by VAPE HAUS;
a defective product;
transit damage; or
another matter that cannot legally be excluded.

18. Statutory Rights

Nothing in this Shipping Policy excludes, restricts or modifies any right or remedy that cannot legally be excluded, restricted or modified under applicable Malaysian law.

Where a provision of this Shipping Policy conflicts with a mandatory legal requirement, the mandatory legal requirement will apply to the extent of the conflict.

19. Changes to This Shipping Policy

VAPE HAUS may update this Shipping Policy from time to time to reflect:

changes to delivery services;
changes to delivery partners;
operational changes;
legal or regulatory developments;
promotional arrangements; or
improvements to our policies.

The latest version will be published on this page with the updated effective or revision date.

Material changes may be communicated through the Website or another appropriate method where reasonably required.

20. Contact

For enquiries relating to shipping, tracking, delivery status, damaged parcels or delivery disputes, please visit our Contact Information page for the latest official contact details.

When contacting us, please provide:

your order number;
tracking number, where available;
recipient name;
contact information; and
a clear description of the issue.

Last Updated: 10 July 2026

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