Shipping policy
DELIVERY ACROSS MALAYSIA
At Book Tanks, we're committed to getting your books to you safely and promptly. Here's everything you need to know about our shipping process.
SHIPPING COVERAGE
We Currently Ship To:
- West Malaysia (Peninsular Malaysia)
- East Malaysia (Sabah & Sarawak)
- Singapore
ORDER PROCESSING TIME
Standard Processing: 1-2 business days (Monday to Friday, excluding public holidays) after payment confirmation.
Peak Periods: During festive seasons or promotional sales, processing may take 2-3 business days.
Order Confirmation: You will receive an email confirmation once your order is successfully placed and payment is verified.
ESTIMATED DELIVERY TIME
Delivery times are calculated from the date your order ships (not the order date):
| Region | Estimated Delivery |
|---|---|
| West Malaysia | 3-5 business days |
| East Malaysia, Singapore | 5-7 business days |
Please Note: These are estimates only. Actual delivery times may vary depending on:
- Your specific location
- Courier service efficiency
- Weather conditions
- Unforeseen circumstances
SHIPPING NOTIFICATION & TRACKING
Once your order is packed and dispatched, you'll receive a shipping confirmation email with:
📦 Tracking number
🚚 Courier service details (via EasyParcel)
📅 Estimated delivery date
Track Your Order: Use the tracking number provided to monitor your shipment through the courier's website or app.
SHIPPING COSTS
Shipping fees are calculated based on your delivery location and weight, and will be displayed at checkout before you complete your purchase.
- 🎁 Free Shipping: May be offered for orders above a certain amount (when promotional terms apply)
- 📦 Standard Shipping: Rates apply for all other orders
All shipping costs are transparent and shown before payment.
DELIVERY ADDRESS REQUIREMENTS
Please Ensure Your Address Is Complete and Accurate
Your order will be delivered to the address provided at checkout.
We Cannot Deliver To:
- ❌ P.O. boxes
- ❌ Post office addresses
- ❌ Parcel lockers
Required Information:
- ✅ Full recipient name
- ✅ Complete street address with unit/house number
- ✅ Postcode, city, and state
- ✅ Valid, reachable contact phone number
Important: The courier may contact you to confirm delivery details or notify you of the estimated delivery time. Please ensure your contact number is reachable.
CHANGING YOUR DELIVERY ADDRESS
Need to update your delivery address? Here's what you need to know:
Before Shipping:
- Contact us immediately at support@booktanks.com
- Address changes can only be made before the order enters the shipping stage
- Only one address change is allowed per order
- Any additional shipping fees will be borne by the customer
After Shipping:
- Once an order has been dispatched, we cannot modify the delivery address
- Contact the courier directly using your tracking number
FAILED DELIVERY ATTEMPTS
If the courier cannot deliver your order due to:
- Incorrect or incomplete address
- Recipient unavailable
- Refusal to accept delivery
- Unreachable contact number
What Happens:
- The courier will make up to 2 delivery attempts
- If unsuccessful, your order will be returned to us
- We will contact you to arrange redelivery
- Additional shipping fees may apply for redelivery
Please Note: Book Tanks is not responsible for failed deliveries caused by incorrect customer information.
DELIVERY DELAYS
We strive for timely delivery, but delays may occur due to:
- 🎊 Festive seasons and public holidays
- 📈 High order volumes during promotional periods
- 🌧️ Adverse weather conditions or natural disasters
- 🚛 Courier service disruptions
- 🗺️ Remote or difficult-to-access locations
- ⚠️ Other circumstances beyond our control
Order Not Arrived?
If your order hasn't arrived within the estimated timeframe, please contact us at support@booktanks.com with:
- Your order number
- Tracking details
We'll investigate and keep you updated.
DAMAGED OR LOST SHIPMENTS
📦 Damaged Items
If your order arrives damaged:
Within 48 Hours of Delivery:
- Take clear photos of the damaged packaging and books
- Email us at support@booktanks.com with:
- Your order number
- Photos of the damage
- Description of the issue
We Will: Work with you to resolve the issue through replacement or refund as appropriate.
📭 Lost Shipments
If tracking shows "delivered" but you haven't received your order:
First Steps:
- Check with household members or neighbors
- Verify the delivery address on your order confirmation
- Check around your property for the package
Within 7 Days:
- Contact us at support@booktanks.com with your order number
- We will investigate with the courier service and work towards a resolution
ORDER TRACKING ISSUES
Haven't received shipping confirmation?
If you haven't received a shipping confirmation within 3 business days of placing your order, please contact us.
Tracking not working?
If you experience issues tracking your shipment, reach out to us at support@booktanks.com with your order number.
LIMITATION OF LIABILITY
Book Tanks is not liable for:
- Delays caused by courier services, natural disasters, or circumstances beyond our control
- Failed deliveries due to incorrect or incomplete customer address information
- Packages left unattended at the delivery address at the customer's request
- Loss or damage after successful delivery confirmation by the courier
- Issues arising from customer-provided incorrect contact information
Your Rights: This limitation does not affect your rights under the Consumer Protection Act 1999 or other applicable Malaysian consumer protection laws.
CONTACT US
For shipping-related inquiries:
📧 Email: support@booktanks.com
🕐 Business Hours: 10:00 AM - 5:30 PM (Monday to Friday)
📍 Location: Kuala Lumpur, Malaysia
💡 Tip: Please include your order number when contacting us for faster assistance.
FREQUENTLY ASKED QUESTIONS
Q: When will my order ship?
A: Orders are processed within 1-2 business days after payment confirmation. You'll receive a shipping confirmation email with tracking once dispatched.
Q: Can I change my delivery address after ordering?
A: Yes, but only before your order ships. Contact us immediately at support@booktanks.com.
Q: What if I'm not home when the courier arrives?
A: The courier will attempt delivery up to 2 times. Make sure your contact number is reachable so they can coordinate with you.
Q: Do you ship internationally?
A: We currently ship within Malaysia and have recently expanded shipping to Singapore! We are not shipping to other countries just yet, but stay tuned as we grow.
Q: How do I track my order?
A: You'll receive a tracking number via email once your order ships. Use this number on the courier's website or app.
Thank you for swimming by Book Tanks - Your local book reef! 🐠📚
We're here to ensure your books reach you safely. If you have any questions, don't hesitate to reach out!