Shipping policy

Shipping Policy

EFFECTIVE 29 JUNE 2026

At Aurum Regene, we aim to process and deliver orders efficiently while keeping delivery information clear before checkout.

1. Shipping coverage
We currently ship to courier-supported addresses in West Malaysia, East Malaysia and
Singapore. Available delivery options may vary by postal code and will be shown at checkout.

2. Order processing
Orders are processed after full payment is received. Processing usually takes 1-3 business days, excluding weekends and public holidays.
Processing may take longer during promotions, festive periods, product launches or unusually high order volumes. Any material delay known to us will be communicated where reasonably possible.

3. Estimated transit times
Delivery estimates begin after dispatch:
- West Malaysia: approximately 2-5 business days;
- East Malaysia: approximately 5-10 business days; and
- Singapore: approximately 3-7 business days.
These are estimates, not guaranteed delivery dates. Timing may be affected by destination, courier operations, weather, public holidays, customs clearance and events outside our reasonable control.

4. Shipping fees
Shipping fees are calculated at checkout based on the delivery address, parcel size, weight and
available shipping method. The applicable fee will be displayed before payment is completed.
Free-shipping promotions, where available, will be clearly displayed and are subject to their stated terms.

5. Courier and tracking
Orders are arranged through EasyParcel using an available courier service. After dispatch, a shipping confirmation and tracking number will be sent by email where tracking is available.

6. Delivery information
Customers must provide accurate and complete delivery information. Incorrect or incomplete information may cause delays, failed delivery, return-to-sender charges or additional delivery fees.
If an error is noticed after ordering, contact us immediately. We will try to assist before dispatch, but changes cannot be guaranteed after processing begins.

7. Delivery delays
Delays may occur because of courier operations, severe weather, public holidays, customs procedures, natural disasters or other events outside our reasonable control. Although we cannot control these events, we will provide reasonable assistance and available tracking information.

8. Damaged, incorrect or incomplete deliveries
Where reasonably possible, contact Customer Support within 48 hours of delivery and provide:
- the order number;
- a description of the issue; and
- clear photographs of the parcel, shipping label, packaging and products received.
Approved cases will be handled in accordance with the Return & Refund Policy and applicable law.

9. Lost parcels
If a parcel appears lost in transit, contact us as soon as possible. We will open an investigation with the courier. If the courier confirms that the parcel is lost, we will offer a replacement or refund, subject to stock availability and the circumstances of the order.

10. Delivery confirmation
A courier 'delivered' status will be treated as evidence of delivery to the address provided, subject to further investigation if the customer promptly reports non-receipt.

11. Singapore customs and import charges
Any shipping fees, taxes or charges collected by Aurum Regene will be displayed at checkout. Where a local authority independently imposes customs duties, import taxes or handling charges that were not collected at checkout, the recipient may be responsible for payment.

12. Policy updates
We may update this policy when our delivery services or legal requirements change. Changes apply from the date they are published and do not reduce rights attached to orders already placed.