Delivery & Shipping Policy
Last Updated: 29 December 2025
1. Delivery Coverage Area
We use specialized cold-chain logistics to ensure our frozen fruits, vegetables, and snacks remain at -18°C during transit.
• Klang Valley (Internal Fleet):
Kuala Lumpur, Putrajaya, and major Selangor districts (Petaling Jaya, Subang Jaya, Shah Alam, Klang, Puchong, Cyberjaya, Seri Kembangan, Kajang, Rawang, and Batu Caves).
• Outstation States (Third-Party Cold Chain)
Outskirt Selangor, Perlis, Kedah, Pulau Pinang, Perak, Negeri Sembilan, Melaka, Johor, Pahang, Terengganu, and Kelantan.
• Exclusions:
We do not currently ship to East Malaysia (Sabah/Sarawak/Labuan) or remote island areas (e.g., Pulau Tioman, Pulau Langkawi) due to the risk of thawing.
2. Estimated Delivery Time
In compliance with Malaysian regulations, our estimated delivery times are:
• Klang Valley: 1–3 business days.
• Outstation: 3–5 business days.
• Orders are processed on Monday-Friday.
*Delivery times may vary during public holidays or peak seasons.
3. Delivery Charges
Klang Valley
• Delivery Fee: RM15 (Standard)
• FREE DELIVERY for orders above RM200
• Delivery Time: 1 - 4 working days
Outskirt Selangor & All Other States
• Delivery Fee: RM50 (Standard)
• FREE DELIVERY for orders above RM500
• Delivery Time: 2–7 working days
*Additional surcharges may apply for specific remote areas.
4. Failed Delivery & Re-scheduling
Frozen items are highly perishable. Please ensure someone is available to receive the goods and move them to a freezer immediately.
A. Klang Valley Deliveries
• First Attempt: If the delivery fails due to your absence, we will contact you to reschedule once (1) at no additional charge.
• Subsequent Attempts: Any further attempts will incur a re-delivery fee of RM15.
B. Outstation States - Ninja Van (Ninja Cold)
• Main Service: We mainly use Ninja Van (Ninja Cold) for most outstation states.
• Rescheduling: If you are not home, Ninja Van may attempt to reschedule the delivery once (1).
• Quality Warning: Because the parcel remains in the courier's network for an extra 24 hours, we cannot guarantee the frozen quality or texture of the items for this second attempt. By proceeding with the order, you accept the risk of slight thawing if the first attempt fails.
C. Outstation - Line Clear Express (FreshBox)
• Area Coverage: We use Line Clear Express only for specific remote or out-of-zone areas not covered by our primary courier.
• No Second Attempt: Line Clear operates on a strict single-attempt basis for frozen goods.
• Return to Sender: If you are not present during the first attempt, the parcel will be immediately returned to us.
• Condition of Goods: Perishable items returned via this route are typically no longer in good condition and cannot be resold.
• No Refund: No refund or free replacement will be provided for failed deliveries via Line Clear caused by customer absence.
5. Reception & Quality Check
• Please check your items immediately upon arrival.
• If you receive thawed or damaged products, take a photo and WhatsApp us at +6010 216 0698 within 2 hours of receipt.
6. Frozen Product Handling
• Frozen products should be transferred to a freezer immediately upon delivery.
• Product quality may be affected if left at room temperature for an extended period.
• We are not responsible for quality issues caused by improper storage or handling after delivery.
7. Self-Pickup Option
Customers may opt for self-pickup by following these steps:
• Add Items to Cart – Select your desired products.
• Enter Your Address – The self-pickup option will appear after the address is filled in.
• Collect Your Order – Visit our shop and provide your Order ID during collection.
8. Delivery Delays
While we strive to meet estimated delivery times, delays may occur due to factors beyond our control.
Extra Natural shall not be held liable for delays caused by courier service providers, weather conditions, or force majeure events.
9. Changes to Delivery Policy
We reserve the right to amend this Delivery Policy at any time.
Any changes will take effect once published on the website.
10. Contact Us
If you have any questions regarding delivery, please contact us:
• Email: admin@extranatural.com.my
• WhatsApp: +60 10-216 0698
