This Shipping Policy outlines the terms and conditions for the shipment and delivery of products purchased from Picomatrix Commerce Sdn Bhd (“Picomatrix”, “we”, “our”, or “us”) via www.picomatrix.com.
1. Order Processing
- Orders are processed only after full payment is received.
- Standard processing time: 1–3 working days (excluding weekends and public holidays).
- For bulk or special orders, processing time may vary and will be communicated accordingly.
2. Shipping Methods
- We offer delivery via third-party courier services selected based on destination and product type.
- Customers may arrange their own courier service by providing details (courier name and account number) at checkout.
3. Shipping Charges
- Shipping fees are calculated at checkout based on:
- Delivery location
- Weight and volumetric size
- Type of goods (standard or special handling)
- Additional charges may apply for remote or restricted areas.
4. Delivery Timeframe
- Delivery timelines are estimates only:
- Malaysia (Domestic): 7–14 working days
- International: 14–30 working days (depending on destination)
- Delays may occur due to logistics issues, customs clearance, or unforeseen circumstances.
5. International Shipping
- We ship to selected international destinations, subject to courier and regulatory availability.
- Customers are responsible for ensuring that ordered products comply with local import laws and regulations.
Duties, Taxes & Customs
- All import duties, taxes, and customs fees are the responsibility of the customer.
- Picomatrix has no control over these charges and cannot estimate them in advance.
Customs Delays
- Customs inspections may cause delays beyond our control.
- We are not liable for delays resulting from customs clearance processes.
6. Dangerous Goods (DG) & Restricted Items
- Certain products, including UV inks, solvents, and related consumables, may be classified as Dangerous Goods (DG) under international shipping regulations.
- For such items:
- Special packaging, labeling, and documentation may be required
- Shipping options may be limited (e.g., air freight restrictions)
- Additional handling charges may apply
- Picomatrix reserves the right to:
- Cancel or modify orders that cannot be shipped
- Change the shipping method to comply with regulations
7. Shipment Tracking
- Tracking information will be provided once the order is shipped.
- Customers are responsible for monitoring delivery status and coordinating with the courier if needed.
8. Risk & Ownership
- All risk of loss or damage passes to the customer once the goods are handed over to the courier.
- We are not responsible for delays, loss, or damage caused by third-party logistics providers.
9. Failed Delivery / Returned Shipments
- If a shipment is:
- Undeliverable due to incorrect address
- Refused by the recipient
- Returned due to unpaid duties/taxes
The customer shall bear:
- Return shipping costs
- Re-delivery charges
- Any additional fees incurred
10. Damaged or Missing Items
- Customers must inspect goods upon delivery.
- Any damage or missing items must be reported within 3–7 days of receipt.
- Claims must include supporting evidence (photos, videos, packaging condition).
11. Contact Information
Picomatrix Commerce Sdn Bhd
Email: dispatch@picomatrix.com
Phone: +60 11 203 8789
Website: www.picomatrix.com