Shipping policy

Shipping Policy

Last updated: 23 September 2025

Where we ship

  • Malaysia (Domestic): West Malaysia & East Malaysia (Sabah/Sarawak/Labuan).

  • International: Selected countries via our courier partners. If your country isn’t shown at checkout, email us at admin@dottedproject.com.

Processing times

  • In-stock items: Ships in 1–2 business days after payment is verified.

  • Pre-order / Made-to-order items: Ships in 7–21 business days (timeline on product page applies).

  • Orders placed after 12:00 PM MYT or on weekends/public holidays process the next business day.

Delivery estimates (once shipped)

  • West Malaysia: 1–3 business days

  • East Malaysia: 3–7 business days

  • International: 5–14+ business days (varies by destination & customs)

Estimates exclude customs delays, weather events, or courier backlogs.

Shipping methods & fees

  • We use trusted couriers via our logistics partners (e.g., Ninja Van).

  • Rates are calculated at checkout based on destination, weight, and parcel size.

  • International duties & taxes: Sent DAP (Delivered At Place)—import duties, taxes, and brokerage are paid by receiver.

Order tracking

  • You’ll receive a shipping confirmation email with a tracking link when your order leaves our warehouse.

  • Tracking may take 24–48 hours to update after pickup.

Address changes

  • Need to update your address? Contact admin@dottedproject.com
    immediately with your order number.

  • We can only edit addresses before an order is fulfilled.

Split shipments

  • If an order contains pre-order and in-stock items, we may ship together when everything is ready, or split your order at our discretion.

  • Shipping fees cover one shipment per order unless otherwise stated.

Delivery attempts & unclaimed parcels

  • Couriers typically attempt 2–3 deliveries. If undelivered/returned to sender due to incorrect address, unclaimed parcel, or failed contact:

    • We can re-ship (additional postage applies), or

    • Refund the item price minus original shipping and return costs (if applicable).

    • Certain items (e.g., final sale, hygiene items) may be non-refundable.

Lost, delayed, or damaged parcels

  • Delayed: If tracking hasn’t moved for 5 business days (domestic) / 10 business days (international), email us and we’ll open a courier inquiry.

  • Marked “Delivered” but not received:

    • Check with household, neighbors, security/management, and the courier’s proof of delivery.

    • Report to us within 7 days of the “Delivered” scan so we can assist.

  • Damaged on arrival: Photograph the parcel (outer box, shipping label, inner packaging, and product) and contact us within 48 hours.

We’ll work with the courier on a claim. Resolution may include a replacement, repair, or refund depending on stock and claim outcome.

Restrictions

  • We do not ship to P.O. Boxes where courier delivery is unavailable.

  • Hazardous/oversized items may face route or carrier limitations.

  • During peak periods (sales, holidays), processing and transit times may extend.

Contact

Questions about shipping? Reach us at [admin@dottedproject.com] or via the Contact page at shop.dottedproject.com.