Shipping policy

Shipping Policy

Last Updated: 24 August 2026

Thank you for shopping with FILTERHUB.MY. We aim to process and deliver your water filtration products safely and efficiently throughout Malaysia.

This Shipping Policy applies to orders placed directly through www.filterhub.my.

1. Shipping Coverage

FILTERHUB.MY provides delivery within Malaysia, including:

  • Peninsular Malaysia

  • Sabah

  • Sarawak

Shipping availability, charges and delivery times may vary depending on the destination, parcel size, weight and product type.

Certain oversized, heavy or restricted products may require special delivery arrangements.

2. Order Processing

Orders are generally processed after successful payment confirmation.

Our standard processing time is approximately 1–3 business days, excluding:

  • Saturdays and Sundays;

  • Public holidays;

  • Promotional or peak sales periods;

  • Pre-order products;

  • Out-of-stock products; and

  • Products requiring special handling or preparation.

Processing time refers to the time required to prepare an order for shipment and does not include courier transit time.

3. Estimated Delivery Time

After an order has been dispatched, estimated delivery times are generally:

Peninsular Malaysia: approximately 1–5 business days

Sabah & Sarawak: approximately 3–10 business days

These delivery periods are estimates only and are not guaranteed.

Actual delivery times may vary depending on the courier, destination, weather conditions, public holidays, peak sales periods and other circumstances outside our reasonable control.

4. Shipping Charges

Shipping charges, where applicable, are calculated based on factors such as:

  • Delivery location;

  • Parcel weight;

  • Parcel dimensions;

  • Product quantity; and

  • Delivery method.

The applicable shipping fee will normally be displayed during checkout before payment is completed.

Free-shipping promotions may be offered from time to time and may be subject to minimum spending requirements, selected products, selected locations or other promotional terms.

5. Courier Services

FILTERHUB.MY may use different courier or logistics providers depending on the product, parcel size and delivery destination.

We reserve the right to select an appropriate delivery provider for each order.

Once an order has been handed over to the courier, delivery schedules may be affected by the courier's operational conditions.

6. Tracking Information

Where tracking is available, customers will receive or be provided with a tracking number after the order has been dispatched.

Please allow some time for the courier's tracking system to update after shipment.

Customers are responsible for monitoring the tracking status and making reasonable arrangements to receive the parcel.

7. Delivery Address

Customers are responsible for providing a complete and accurate shipping address, postcode, recipient name and contact number when placing an order.

Please check your delivery information carefully before completing your purchase.

If you notice an error after placing your order, contact FILTERHUB.MY as soon as possible.

We cannot guarantee that an address can be changed once an order has been packed, processed or handed over to the courier.

Additional shipping charges resulting from an incorrect or incomplete address provided by the customer may be borne by the customer where permitted by law.

8. Failed Delivery / Returned Parcels

A parcel may be returned to FILTERHUB.MY if:

  • The delivery address is incorrect or incomplete;

  • The recipient cannot be contacted;

  • Delivery attempts are unsuccessful;

  • The customer fails to collect the parcel from the designated location; or

  • The parcel is refused without a valid reason attributable to FILTERHUB.MY.

If the parcel is returned due to circumstances attributable to the customer, additional shipping charges may apply before the order can be resent.

Original shipping charges may not be refundable in such circumstances.

9. Damaged Parcels

Customers should inspect the parcel and products as soon as reasonably possible after delivery.

If the parcel or product arrives damaged, please contact FILTERHUB.MY promptly and provide:

  • Your order number;

  • Photos of the outer packaging;

  • Photos of the shipping label;

  • Photos showing the damaged product; and

  • An unboxing video, where available.

We strongly recommend recording an unboxing video before opening the parcel and continuing until all products have been inspected, especially for fragile, high-value or multi-item orders.

This evidence may assist us in submitting a claim to the courier and determining the appropriate resolution.

10. Missing or Incorrect Items

If your order contains a missing or incorrect item, please contact us promptly after receiving the parcel.

Please provide your order number together with clear photos and/or video evidence of the items received.

Once verified, FILTERHUB.MY will arrange an appropriate resolution, which may include sending the correct or missing item, replacement or another remedy as appropriate.

11. Lost Parcels

If tracking indicates that your parcel has been lost or if there has been an unusually long delivery delay, please contact FILTERHUB.MY.

We may investigate the shipment with the relevant courier.

Where a parcel is confirmed as lost in transit, FILTERHUB.MY will determine an appropriate remedy in accordance with the circumstances and applicable law, which may include replacement or refund.

12. Large, Heavy & Bulk Orders

Orders involving large quantities, commercial water filtration systems, water dispensers, bulk filter cartridges or other oversized products may require alternative delivery arrangements.

For wholesale and bulk orders, shipping charges may be quoted separately based on:

  • Quantity;

  • Total weight and dimensions;

  • Pallet requirements;

  • Delivery destination;

  • Commercial transport requirements; and

  • Loading or unloading requirements.

Please contact FILTERHUB.MY for bulk-order delivery arrangements where necessary.

13. Self-Collection

Where self-collection is offered for a particular order, customers must wait for confirmation from FILTERHUB.MY before travelling to collect the products.

Customers may be required to provide their:

  • Order number;

  • Name;

  • Contact number; and

  • Proof of purchase or identification where reasonably required.

Products should not be considered ready for collection until confirmation has been provided.

14. Pre-Order & Backorder Products

Products marked as Pre-Order, Backorder or otherwise requiring additional lead time will not follow our normal processing schedule.

Estimated availability or delivery periods shown for these products are estimates and may change due to manufacturing, import, customs, logistics or supplier delays.

Where a significant delay occurs, we may contact the customer with an update or available options.

15. Delivery Delays

While we make reasonable efforts to dispatch orders promptly, some circumstances are outside our control.

Delivery may be delayed by:

  • Severe weather;

  • Flooding or natural disasters;

  • Courier disruptions;

  • Road closures;

  • Public holidays;

  • Peak shopping periods;

  • Customs or regulatory procedures;

  • Remote-area delivery requirements; or

  • Other events beyond our reasonable control.

FILTERHUB.MY will not be responsible for delays solely caused by circumstances outside our reasonable control, subject to applicable Malaysian law.

16. Ownership & Risk During Delivery

Responsibility for products during shipment will be determined in accordance with the applicable delivery arrangement and Malaysian law.

Nothing in this Shipping Policy is intended to remove or restrict any consumer rights or remedies that cannot legally be excluded.

17. Returns After Delivery

Shipping-related returns are also subject to our Return & Refund Policy.

Customers who wish to return an eligible product should contact FILTERHUB.MY before sending the product back.

Please do not return products to us without prior instructions or approval.

18. Third-Party Marketplace Orders

Orders purchased through third-party marketplaces or platforms are generally subject to the shipping and logistics procedures of the respective platform.

This Shipping Policy primarily applies to purchases made directly through FILTERHUB.MY.

19. Malaysian Consumer Rights

Nothing in this Shipping Policy is intended to exclude, restrict or modify any rights or remedies available to customers under applicable Malaysian consumer protection laws.

Where mandatory Malaysian law provides greater protection than this policy, the applicable legal requirement will prevail.

20. Contact Us

For questions regarding shipping, tracking, damaged parcels, missing items or delivery arrangements, please contact:

FILTERHUB.MY
Website: www.filterhub.my

When contacting us regarding an existing shipment, please provide your order number and tracking number, where available.

By placing an order through FILTERHUB.MY, customers acknowledge that they have reviewed this Shipping Policy together with our Terms of Service and Return & Refund Policy.