Shipping & Delivery

We’re looking forward to delivering a little everyday pet care to your doorstep. Below you’ll find information about Jinaq’s shipping coverage, charges and delivery process.
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DELIVERY AREAS AND CHARGES

We currently deliver to Malaysia (for now).

Shipping charges will be displayed at checkout before you complete your purchase.

For delivery enquiries, contact us at jinaq.co@gmail.com before placing your order.
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ORDER PROCESSING

Orders are prepared for dispatch within 1 - 3 business days after payment is confirmed. Business days exclude weekends and public holidays at our dispatch location.

During launches, promotions or festive periods, processing may take longer. We will contact you if there is a significant delay affecting your order.
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ESTIMATED DELIVERY TIMES

After your order has been handed to the courier, estimated delivery times are:

Peninsular Malaysia: 5 - 7 business days.
Sabah, Sarawak and Labuan: 7 - 9 business days, if delivery is available.

These estimates are separate from order-processing time. Delivery may take longer during peak periods, for remote destinations or due to courier disruptions.

If your parcel is delayed, please contact us so we can help investigate.
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TRACKING YOUR ORDER

Once your order has been dispatched, we will provide tracking details using the contact information supplied at checkout.

Please allow time for the courier to update the tracking status after receiving your parcel.
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DELIVERY DETAILS AND CHANGES

Please check that your delivery address and contact details are complete and accurate before placing your order.

If you need to make a correction, email jinaq@gmail.com as soon as possible. We will try to accommodate changes before dispatch, but cannot guarantee changes once your order has been processed or shipped.

If a parcel is returned because of an incorrect address or an unsuccessful delivery, we will contact you to arrange the next steps. Any applicable redelivery charge will be explained before the parcel is sent again.
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DAMAGED, LEAKING OR MISSING PARCELS

If your order arrives damaged or leaking, or an item is missing, please contact jinaq@gmail.com promptly with your order number and photographs where helpful.

Keep the packaging and affected products where safe and practical while we investigate. An unboxing video is not compulsory.

If tracking shows your parcel as delivered but you have not received it, please check with other household members or your building’s reception, then contact us if it remains missing. We will help investigate with the courier.

Product-related claims will be handled under our Returns Policy. Nothing in this shipping policy limits your rights under applicable Malaysian law.
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