SHIPPING & DELIVERY POLICY

Last Updated: 20 September 2026

This Shipping & Delivery Policy applies to purchases made through the Tayba Mart website, operated by ALSHAM MARKETS SDN. BHD.

Website: https://tayba-mart.com.my

Tayba Mart delivers food, beverages, groceries, chilled products, frozen products, and other products throughout Malaysia, subject to courier availability and applicable delivery restrictions.

This policy is intended to clearly explain how orders are processed, packed, dispatched, and delivered.

Malaysia’s Consumer Protection (Electronic Trade Transaction) Regulations 2024 require online marketplace suppliers to disclose information including the terms of sale and the estimated delivery time. The regulations came into operation on 25 December 2024.

1. DELIVERY AREAS

Tayba Mart offers delivery throughout Malaysia, subject to service availability.

Delivery may be available to:

Peninsular Malaysia
Sabah
Sarawak
Other Malaysian territories where our appointed courier services are available

Some remote areas, islands, restricted locations, or areas outside normal courier coverage may have different delivery arrangements or additional charges.

The available delivery options and charges will be shown during checkout where applicable.

2. DELIVERY PARTNERS

Tayba Mart may use established Malaysian courier and logistics companies to deliver orders.

The courier company used may vary depending on:

Delivery destination
Product type
Parcel size and weight
Frozen/chilled requirements
Courier availability
Delivery service selected
Operational considerations

Tayba Mart may change the courier used for an order where reasonably necessary.

3. ORDER PROCESSING

After an order is successfully placed and payment has been received or authorized, Tayba Mart will process the order for fulfilment.

Orders generally go through the following stages:

Order Received → Payment Confirmed → Order Processing → Packing → Courier Collection → Delivery

Processing time may vary depending on:

Product availability
Order volume
Public holidays
Promotional periods
Product type
Delivery requirements

The estimated delivery information shown during checkout or communicated to the customer should be treated as the applicable estimate for the order.

4. ESTIMATED DELIVERY TIME

Delivery times may vary according to the destination and courier service.

As a general guide:

Peninsular Malaysia

Estimated delivery may generally take approximately 1–5 working days after dispatch.

Sabah & Sarawak

Estimated delivery may generally take approximately 3–10 working days after dispatch.

Remote Areas

Additional time may be required depending on the location and courier coverage.

These are estimated timeframes only and are not guaranteed delivery dates.

Delivery may take longer during:

Public holidays
Major sales campaigns
Festive seasons
Severe weather
Courier disruptions
High-volume periods
Other circumstances beyond our reasonable control

5. DELIVERY CHARGES

Delivery charges are calculated according to the applicable delivery option and may depend on factors such as:

Destination
Parcel weight
Parcel dimensions
Product type
Courier service
Delivery location

The applicable delivery charge will be displayed during checkout where applicable.

From time to time, Tayba Mart may offer free delivery promotions subject to the terms of the relevant promotion.

6. AMBIENT / NORMAL PRODUCTS

Ambient products are products that generally do not require chilled or frozen transportation.

Examples may include:

Canned food
Rice
Flour
Pasta
Spices
Dry fruits
Biscuits
Snacks
Sauces
Tea
Coffee
Dates
Other shelf-stable products

These products will normally be packed using appropriate packaging for standard courier delivery.

Customers should follow the storage instructions provided on the product packaging after receiving the order.

7. CHILLED PRODUCTS

Tayba Mart may sell products that require refrigeration or chilled storage.

Chilled products may include products such as:

Dairy products
Refrigerated beverages
Certain sauces
Fresh or refrigerated food
Other temperature-sensitive products

Where applicable, Tayba Mart will use appropriate packaging and delivery arrangements based on the product and available logistics services.

Customers should ensure that someone is available to receive chilled deliveries as soon as possible.

After receiving the parcel, customers should promptly check the product and place chilled products in appropriate refrigeration according to the product’s packaging instructions.

8. FROZEN PRODUCTS

Tayba Mart may also sell frozen food products.

Frozen products require special handling because they are temperature-sensitive.

Where frozen delivery is available, Tayba Mart may use suitable packaging and logistics arrangements based on the destination and product requirements.

Customers should ensure that someone is available to receive frozen deliveries.

Upon delivery, customers should:

Receive the parcel promptly.
Inspect the packaging.
Check the condition of the products.
Transfer frozen products to an appropriate freezer as soon as reasonably possible.
Follow the manufacturer’s storage instructions.

9. IMPORTANT NOTICE FOR CHILLED & FROZEN ORDERS

Customers should provide a delivery address where someone can receive the parcel.

Tayba Mart cannot guarantee the condition of temperature-sensitive products where delivery is delayed because:

Nobody is available to receive the parcel;
The customer provides an incorrect address;
The customer refuses or delays receiving the parcel;
The customer requests delivery to an unsuitable location;
The courier is unable to complete delivery because of customer-related circumstances; or
The customer fails to collect the parcel after a delivery attempt.

However, this does not remove any rights the customer may have where the product itself was defective, incorrectly supplied, damaged before delivery, or otherwise failed to meet applicable legal requirements.

10. DELIVERY ATTEMPTS

The courier may make one or more delivery attempts depending on the courier’s applicable procedures.

If the customer is unavailable, the courier may:

Contact the customer;
Arrange another delivery attempt;
Leave the parcel at an approved location where available;
Return the parcel to the sender; or
Take another action according to the courier’s procedures.

For chilled and frozen products, customers should make reasonable arrangements to receive the order promptly.

11. INCORRECT DELIVERY ADDRESS

Customers are responsible for providing accurate delivery information.

Before completing checkout, please ensure that your:

Name
Address
Postcode
State
Telephone number
Other delivery information

are correct.

If an order cannot be delivered because incorrect or incomplete information was provided by the customer, additional delivery charges may apply where a new delivery arrangement is requested.

For temperature-sensitive products, an unsuccessful delivery caused by incorrect customer information may affect the condition of the product.

12. DELIVERY DELAYS

Although Tayba Mart works with delivery partners to dispatch orders efficiently, delivery delays may occur.

Examples include:

Courier operational delays
Traffic
Severe weather
Flooding
Public holidays
Festive periods
High order volumes
Remote-area delivery
Transportation disruption
Technical problems
Events outside our reasonable control

Where we become aware of a significant delivery issue, we may assist customers in communicating with the relevant courier.

13. LOST OR MISSING PARCELS

If a parcel appears to be lost or is not delivered within a reasonable period after dispatch, customers should contact Tayba Mart with their order number.

We may investigate the delivery status with the relevant courier.

Depending on the outcome of the investigation, Tayba Mart may provide an appropriate resolution in accordance with the circumstances, our applicable policies, and Malaysian law.

14. DAMAGED PRODUCTS

Customers should inspect their order as soon as reasonably possible after delivery.

If a product arrives damaged, please contact Tayba Mart promptly and provide:

Order number
Product name
Photographs of the parcel
Photographs of the damaged product
Photographs of the shipping label
A description of the problem

For frozen and chilled products, photographs should be taken as soon as possible after delivery.

This information helps us investigate the issue with the courier or relevant supplier.

15. WRONG OR MISSING PRODUCTS

If you receive a product that you did not order, or an item is missing from your order, please contact us as soon as reasonably possible.

Please provide:

Order number
Product received
Product missing
Photographs of the parcel and shipping label where applicable

We will investigate the order and determine the appropriate resolution.

16. CHILLED OR FROZEN PRODUCT ARRIVES IN AN UNSATISFACTORY CONDITION

If a chilled or frozen product appears to have been compromised when received, customers should:

Take photographs immediately.
Keep the packaging and relevant product information.
Contact Tayba Mart promptly.
Provide the order number and details of the issue.
Follow any reasonable instructions provided by our customer service team.

Please do not dispose of the product or packaging before contacting us where it is reasonably possible to retain them for investigation.

Any resolution will be assessed based on the circumstances, available evidence, the product condition, and applicable consumer rights.

17. DELIVERY OF PERISHABLE PRODUCTS

Some food products are perishable or have special storage requirements.

Customers acknowledge that such products may have a limited shelf life and may require prompt storage after delivery.

Tayba Mart will provide applicable storage information through the product packaging or product information where available.

Customers are responsible for following appropriate storage instructions after receiving the products.

18. PUBLIC HOLIDAYS AND FESTIVE PERIODS

Delivery and order processing may take longer during:

Hari Raya
Chinese New Year
Deepavali
Christmas
Other public holidays
Major online shopping campaigns
Other periods of unusually high order volume

Where appropriate, Tayba Mart may display special delivery notices during these periods.

19. DELIVERY TO SABAH AND SARAWAK

Delivery to Sabah and Sarawak may involve longer delivery times and different shipping charges compared with Peninsular Malaysia.

Certain products may have delivery restrictions due to:

Product characteristics
Courier restrictions
Air or sea transportation requirements
Temperature requirements
Regulatory restrictions
Product shelf life

If a product cannot reasonably be delivered to a particular destination, we may contact the customer regarding the available options.

20. DELIVERY TO REMOTE AREAS

Certain remote locations may have limited courier services.

Additional delivery time or charges may apply where supported by the relevant courier.

If a delivery location is outside normal courier coverage, Tayba Mart may contact the customer before dispatching the order.

21. CUSTOMER RESPONSIBILITY AFTER DELIVERY

Once the order has been received, customers should:

Check the parcel;
Verify the products received;
Check for visible damage;
Follow storage instructions;
Refrigerate chilled products promptly;
Freeze frozen products promptly;
Store food products according to their labels.

Customers should not consume products where the packaging is seriously damaged, the product appears unsafe, or the product does not appear to be in an appropriate condition. Instead, customers should contact Tayba Mart for assistance.

22. DELIVERY CONFIRMATION

Delivery may be confirmed through information supplied by the courier, including tracking information, delivery scans, photographs, electronic confirmation, or other delivery records.

If a customer believes an order has been incorrectly marked as delivered, the customer should contact Tayba Mart promptly so that we can investigate with the courier.

23. DELIVERY TRACKING

Where tracking is available, Tayba Mart may provide customers with tracking information supplied by the relevant courier.

Customers can use the tracking information to monitor the progress of their delivery.

Tracking information is provided by the courier and may not update immediately.

24. DELIVERY REFUSAL

Customers should not refuse delivery solely because they have changed their mind about an order.

For products that are damaged, incorrect, or otherwise affected by a delivery issue, customers should contact Tayba Mart so that the matter can be assessed under our Return & Refund Policy.

25. DELIVERY AND REFUND RIGHTS

Nothing in this Shipping & Delivery Policy is intended to remove or restrict any consumer rights that cannot legally be excluded under Malaysian law.

The Consumer Protection Act 1999 provides statutory remedies in circumstances where goods fail to comply with applicable guarantees, including rights concerning rejection, replacement and refunds in qualifying circumstances.