Shipping Policy

Shipping Lead Time

Shipping lead time begins once your parcel has been collected by our appointed courier partner. Once your order has been dispatched, an automated email containing your tracking details will be sent to the email address provided during checkout. Please ensure your email address is accurate to receive timely shipment updates.

Delivery time may vary depending on the destination country, delivery zone, and whether the address is located within a city center or a remote area. The estimated transit times below are based on information provided by our courier partners. Pineworks Gifts is unable to guarantee specific delivery dates or times once a parcel has been handed over to the courier. Below is the estimated delivery lead time by our courier partners. 

Estimated Delivery Time

International Orders

For certain destinations, additional taxes, import duties, customs clearance charges, or handling fees may be imposed by local authorities or the courier partner. Where applicable, our customer service team may contact you once these charges have been confirmed by the courier partner.

Payment of these charges is the responsibility of the recipient or buyer and may be required before the parcel can be released for final delivery. Failure to settle the required charges may result in delivery delays, the parcel being held by customs, or the shipment being returned, abandoned, or disposed of by the relevant authorities or courier partner.

In such cases, shipping fees are non-refundable, and we may be unable to provide a refund for the order value or arrange for the parcel to be returned to the recipient.

Self-Pick Up

We offer a self-pickup option for customers who prefer to collect their orders directly from us. Simply select Self-Pick up during checkout.

Order processing time remains the same regardless of whether you choose courier delivery or self-pickup. However, self-pickup allows you to receive your order as soon as it is ready, without waiting for courier transit times.

Once your order is prepared, our fulfillment team will mark it as Fulfilled, and you will receive an automated email confirming that your parcel is ready for collection.

You may:

• Collect the parcel personally; or
  

• Arrange collection through an e-hailing or delivery service.

For third-party pickups, please ensure the rider presents a screenshot of the “Parcel ready for Collection” email so our team can verify and release the correct parcel.

Pick-Up Location

PINEWORKS GIFTS
A brand operated by iPROMOTE (M) Sdn. Bhd.

No. 13-1, Jalan LGSB 1/3,
Pusat Komersil LGSB
47000 Sungai Buloh, Selangor, Malaysia
Email: ask@Pineworks.shop
Website: www.pineworks.shop
Contact: +603-6143 3354

Pick-Up Hours

Monday – Friday
10:00 AM – 5:30 PM

Self-pickup may also be available on selected Saturdays, particularly during peak gifting seasons. Availability may vary, and customers are encouraged to contact our customer service team in advance for confirmation and further details.

Self-pickup is unavailable on Sundays and public holidays unless otherwise arranged and confirmed by our team.

Change of Delivery Method

The selected delivery method is determined solely by the buyer during checkout. Pineworks Gifts will not make any changes to the chosen delivery method without the buyer's prior request and approval.

If you wish to change your selected delivery method after placing an order, please contact our customer service team as soon as possible. Any request to change the delivery method remains subject to review and operational feasibility at the time of the request and must be made before the parcel has been dispatched.

For example, if you selected courier delivery during checkout but later wished to switch to self-pickup, our team will review your request and advise whether the change can be accommodated. Please note that shipping charges paid during checkout are non-refundable in cases where customers choose to switch from courier delivery to self-pickup after placing an order.

Customers who selected self-pickup during checkout and subsequently wish to have their order delivered may also request a change before the order is collected. Please contact our customer service team to arrange the shipping service. Applicable shipping charges will be calculated based on the delivery address and must be paid in full before the parcel is dispatched.

Shipping Charges

Shipping charges are calculated based on the destination, parcel weight, and selected delivery method. The applicable shipping fee will be displayed and calculated automatically during checkout before payment is completed.

For any questions regarding shipping, delivery coverage, or self-pickup arrangements, please contact our customer support team for assistance.

Failed Delivery & Redelivery Arrangement

For local deliveries within Malaysia, our courier partners will generally attempt delivery up to two (2) to three (3) times before deeming the shipment undeliverable and returning the parcel to our warehouse.

In the event of a failed delivery attempt, our customer service team will make reasonable efforts to contact the buyer using the contact information provided in the order. Where necessary, we may request an alternative delivery address or additional information to facilitate successful delivery.

If the parcel is returned to Pineworks Gifts due to unsuccessful delivery attempts, an incorrect or incomplete delivery address, recipient unavailability, refusal to accept the parcel, or any other reason beyond our control, the buyer may be required to pay an additional shipping fee for redelivery. Redelivery arrangements can only be made after the parcel has been successfully returned to our warehouse and the applicable shipping charges have been settled.

Pineworks Gifts reserves the right to withhold redelivery until all additional shipping charges have been paid in full. Shipping charges incurred from failed delivery attempts and subsequent redelivery arrangements are non-refundable.

For uncollected or returned parcels, our customer service team will make up to three (3) reasonable attempts to contact the buyer and/or recipient using the contact details provided in the order. If we are unable to establish contact or receive further instructions, the parcel will be held at our premises for a maximum period of six (6) months from the date it is returned to us.

Upon expiry of the six (6) month holding period, any unclaimed parcel may be deemed abandoned, and Pineworks Gifts reserves the right to dispose of, recycle, donate, or otherwise deal with the parcel at its sole discretion without further notice to the buyer or recipient. No refunds, compensation, replacement products, or credits will be provided for parcels that remain unclaimed beyond the holding period.