Shipping policy

Last updated: 3 January 2026

At Serqiva, we strive to provide a smooth, reliable, and transparent delivery experience for all customers across Malaysia. This Shipping Policy explains our processing times, delivery estimates, and shipping conditions so you know exactly what to expect after placing an order.

Shipping Coverage & Fees

We offer free shipping on all orders within Malaysia, with no minimum purchase requirement. There are no hidden shipping, handling, or service fees, and this policy applies to all products sold on our store.

Order Processing & Handling Time

All orders are processed within 1 to 3 business days, excluding weekends and public holidays. Order fulfillment is carried out Monday to Friday and includes order verification, quality inspection, packaging, and handover to our logistics partners. An order cut-off time is not specified, and orders are processed in the sequence they are received. Once your order has been dispatched, a shipping confirmation email with a tracking number will be sent to you.

Transit Time & Delivery Schedule

After dispatch, orders are shipped from our international partner warehouses. The estimated transit time for all destinations within Malaysia is 8 to 15 business days. Deliveries are carried out Monday to Friday, depending on courier operations and local conditions. Transit timelines may vary due to customs clearance, courier workload, festive seasons, or weather-related disruptions.

Total Estimated Delivery Time

The total estimated delivery time combines handling and transit periods. This results in an overall delivery timeframe of 9 to 18 business days from the date your order is placed. This estimate applies uniformly across Peninsular Malaysia, Sabah, and Sarawak.

Order Tracking

Once your order has been shipped, you will receive a tracking number via email. Tracking information may take 3 to 5 days to become active after dispatch. If tracking shows no movement for more than 7 days, please contact us and we will follow up with our logistics partners on your behalf.

Delivery Delays

While uncommon, delivery delays may occur due to customs inspections, courier delays, peak holiday periods, or unforeseen events. If your order exceeds 30 days from dispatch, our team will assist you promptly with a suitable resolution.

Incorrect Shipping Information

Please ensure that your shipping address is complete and accurate at checkout. We are not responsible for delays, failed deliveries, or lost parcels caused by incorrect or incomplete address details provided by the customer. If a parcel is returned to us for this reason, reshipment may require additional processing time.

Damaged or Missing Packages

If your package arrives damaged or incomplete, please notify us within 48 hours of delivery by emailing your order number along with clear photos of the package and item. We will respond within 2 business days and arrange a free replacement where applicable.

Need Help?

We’re here to help. Whether you have questions about shipping timelines, order tracking, or delivery issues, our team is ready to assist you.

Email: info@serqiva.com

Operating Hours: Monday – Sunday: 11:00 AM – 9:00 PM

Address: 18, Jalan S2 B15, Seremban 2, 70300 Seremban, Negeri Sembilan, Malaysia.