Shipping & Delivery Policy
Please read this Policy together with our Terms & Conditions and Refund & Return Policy.
1) Scope & Acceptance
This Shipping & Delivery Policy (“Policy”) governs the delivery of physical and digital products purchased from BR Innovate Future Sdn. Bhd. (“BRIF”, “we”, “us”, or “our”) via our websites, subdomains, mobile applications, and other official sales channels (collectively, the “Platform”).
By placing an order, you (“Customer”, “you”) acknowledge that you have read, understood, and agree to be bound by this Policy, our Terms & Conditions, and Refund & Return Policy.
2) Product Categories & Delivery Modes
2.1 Physical Products
Merchandise, hardware, printed materials, and other tangible goods are shipped from our warehouse(s) or directly from suppliers via reputable couriers.
2.2 Digital Products
Mobile top-ups, e-vouchers, digital credits, insurance, consulting sessions, and other electronically delivered items are delivered via email, SMS, WhatsApp, or in-account delivery.
Note: Digital items may have activation/expiry rules and are typically non-returnable/non-refundable once delivered or accessed (see Refund & Return Policy).
3) Order Processing
Standard Handling Time: 1–3 business days (excludes weekends & Malaysian public holidays).
Cut-Off Times (GMT+8): Orders before 12:00 PM processed same business day; after 12:00 PM processed next business day.
Weekend orders: processed on Monday (or the next business day).
Inventory Day: No outbound shipments on the first Friday of each month.
Notifications: If delays occur (e.g., stock constraints, high volume, verification issues), we will notify you via email/SMS/WhatsApp.
Priority Handling: Available for bulk/corporate orders upon request (contact cs@brinnovatefuture.com).
BRIF may require additional time for fraud screening or KYC/identity verification before release.
4) Shipping (Physical Items)
| Region | Estimated Delivery Time | Notes |
|---|---|---|
| West (Peninsular) Malaysia | 2–5 business days | Free shipping on orders ≥ RM100 |
| East Malaysia | 3–7 business days | Shipping fee RM5–RM15 |
| Singapore | 3–5 business days | Flat shipping fee RM25 |
Primary couriers include Pos Laju, J&T, and DHL.
Tracking numbers are provided for all shipments.
Shipping cost is calculated at checkout by weight/volumetric weight, dimensions, and destination.
4.2 Express Options (Peninsular Malaysia only)
- Same-Day Delivery (Klang Valley): Orders before 3:00 PM — RM15.
- Next-Day Delivery (Nationwide): RM10.
- Not available for East Malaysia or Singapore.
4.3–4.4 Notes
- Oversized/heavy items may require special handling or incur surcharges.
- Remote/outlying areas may experience +1–2 business days.
- Orders may be split into multiple parcels for logistics efficiency or stock availability.
5) Digital Delivery (Electronic Items)
Standard Delivery Window: 1–24 hours after payment confirmation.
Instant Processing: Many digital items are instant upon successful payment and system validation.
Delivery Channels: Email / SMS / WhatsApp / In-Account. Ensure your contact details are accurate and check Spam/Junk folders.
No Shipping Fees apply to digital items.
Expiry/Activation: Some products have expiry dates or activation requirements; see product page and order confirmation.
5.1 Mobile Top-Ups (SLA Guidance)
- Malaysia providers: typically instant.
- Singapore top-ups: processed within 4 hours.
- Confirmation will be sent to your email and/or mobile.
6) Risk of Loss, Title & Proof of Delivery
Physical: Pass to Customer upon handover to courier or successful delivery scan, depending on courier terms.
Proof of Delivery: Delivered status, recipient signature, photo proof, or OTP (if applicable) constitutes successful delivery.
Digital: Delivery logs, successful transmission records, system receipts, or redemption confirmation constitute delivery.
7) Customer Responsibilities
- Provide accurate delivery/contact information (name, address, phone, email).
- Ensure someone is available to receive/sign for the parcel at the delivery address.
- Notify BRIF immediately of any changes or delivery issues.
- Monitor email/SMS/WhatsApp for delivery updates.
BRIF is not liable for deliveries to incorrect/incomplete addresses provided by the Customer, failed delivery due to no recipient, or Customer’s failure to collect from courier/locker. Re-delivery/return charges (RM10–RM20 or courier rate) may apply.
8) Delivery Exceptions & Undeliverable Parcels
Failed/Refused Delivery: Returned parcels may incur return shipping and re-delivery fees.
Unclaimed Parcels: If unclaimed within courier holding period, parcels may be returned to sender.
Address Corrections: Post-dispatch changes not guaranteed; additional fees/delays may apply.
Force Majeure: See §12.
9) Issue Reporting & Resolution
9.1 Physical Items
- Report Window: Within 48 hours of marked delivery.
- Evidence Required: Photos of box, inner packaging, label, damaged/incorrect item.
- Keep all packaging until case closure.
- Return may be required for inspection before exchange/refund.
9.2 Digital Items
- Check Spam/Junk folders.
- Contact us if not received within 24 hours of payment confirmation.
- Provide screenshots of error/incorrect item/failed redemption.
9.3 Resolution Timeline: Most cases resolved within 3–5 business days; complex investigations may take up to 14 business days.
10) Fees, Taxes & Cross-Border
Duties/Taxes (Singapore): Recipient responsible for any import duties, GST, or clearance fees.
Surcharges: Remote area, special handling, re-delivery, storage, address correction fees may apply.
Displayed Rates: Checkout rates are estimates; adjustments may occur for oversize/volumetric items (you will be notified).
11) Service Levels & Disclaimers
- Timelines are indicative and not guaranteed; delays may arise from couriers, weather, customs, systems, peak seasons.
- BRIF not liable for indirect or consequential losses resulting from delays.
- Pre-orders/backorders ship upon stock arrival; estimated dates subject to change.
- BRIF may hold orders pending fraud/KYC checks or clarify unusual transactions.
12) Events Beyond Our Control (Force Majeure)
We shall not be liable for delay or non-performance caused by events beyond our reasonable control, including natural disasters, regulatory actions, strikes, pandemics, utility outages, systemic courier disruptions, or supply-chain failures. Delivery will resume as soon as reasonably practicable.
13) Relationship to Other Policies
This Policy forms part of BRIF’s Terms & Conditions and must be read together with the Privacy Policy and Refund & Return Policy. If any inconsistency occurs, Terms & Conditions prevail, followed by Refund & Return Policy for refund/return matters.
14) Contact & Support
Shipping & Delivery Support
Email: cs@brinnovatefuture.com
WhatsApp: +60 12-301 1610
Office: Selangor, Malaysia
Customer Support Hours
Monday – Sunday: 9:00 AM – 10:00 PM (GMT+8)
(Order processing occurs on business days; no outbound shipments on the first Friday of each month due to inventory.)
15) Amendments
We may update this Policy at any time to reflect operational changes, legal requirements, or courier policies. Continued ordering after changes constitutes acceptance of the updated Policy.
