Shipping policy

SHIPPING POLICY

Order Processing

All orders are processed within 1–3 business days (excluding weekends and public holidays).

During peak periods (drops, sales, or campaigns), processing times may be slightly extended.

Once your order is shipped, you will receive a confirmation email with tracking details.

 

Shipping Rates & Delivery

Shipping fees are calculated at checkout based on your location.

Estimated delivery timeframes:

  • Malaysia: Delivered within 1–3 business days

  • Asia: Delivered within 3–7 business days

  • International: Delivered within 5–12 business days

These are estimated timelines and may vary depending on courier operations, customs clearance, and external factors.

 

Split Shipments

Your order may arrive in separate parcels if:

  • Items are fulfilled from different locations

  • Your order includes made-to-order (Print-on-Demand) items

You will receive separate tracking numbers for each shipment.

 

Print-on-Demand (POD) Items

Some items are made to order.

  • Processing time: 3–7 business days

  • Shipping time: based on destination

POD items are shipped separately and may arrive later than in-stock items.

 

Tracking

All orders include tracking.

Please allow up to 24–48 hours after dispatch for tracking updates to appear.

 

Shipping Address

Please ensure your shipping details are accurate at checkout.

We are unable to guarantee changes once an order has been processed.

If a parcel is returned due to an incorrect or incomplete address:

  • Reshipping fees will apply

 

Duties, Taxes & Customs

International orders may be subject to import duties, taxes, or customs fees.

These charges are determined by your local authorities and are the responsibility of the customer.

 

Delivery Support

Once your parcel has been handed over to the courier, delivery is managed by the shipping provider.

If you experience any delivery issues (delays, missing parcels, etc.), we recommend contacting the courier directly for the fastest resolution.

That said, we’re happy to assist where possible — feel free to reach out to us at hello@water-the-plant.com and we’ll do our best to help.

 

Failed Delivery / Returned Parcels

If a parcel is returned due to:

  • Failed delivery attempts

  • Unclaimed shipments

  • Incorrect address

You may choose to:

  • Pay for reshipping, or

  • Receive a refund (excluding original shipping fees)

 

Damaged or Incorrect Orders

If your order arrives damaged or incorrect, please contact us within 48 hours of delivery with:

  • Your order number

  • Clear photos of the item and packaging

We’ll review and resolve the issue as quickly as possible.