Shipping policy

Delivery & Shipping Policy

English

At ROGUEXLAB, every order is handled with care to ensure that our customers receive their products in good condition and within a reasonable delivery period. As a local streetwear brand with international reach, we aim to provide a smooth, secure, and transparent delivery experience for every customer, whether the order is placed within Malaysia or from overseas.

All confirmed orders will be processed within 1-5 working days after successful payment verification. Processing time includes order checking, item preparation, quality inspection, packing, and handover to the courier service. Orders are processed during our official business hours, from Monday to Friday, 9:00 AM to 6:00 PM, excluding weekends and public holidays.

Our main courier partners are J&T Express and/or Ninja Van, depending on courier availability, delivery address, and service coverage. For certain orders, especially international shipments, delivery may be arranged through available courier partners via EasyParcel or other suitable logistics providers.

  • Estimated delivery time is as follows:
  • Peninsular Malaysia: 3-7 working days after dispatch
  • Sabah & Sarawak: 7-14 working days after dispatch
  • International Orders: Delivery time may vary depending on destination country, customs clearance, courier handling, local postal service, and any import regulations imposed by the destination country.

Shipping fee is charged based on a flat rate, unless stated otherwise during specific campaigns or promotional periods. Free shipping may be offered from time to time depending on ongoing promotions, minimum purchase amount, or selected product releases.

Once an order has been handed over to the courier, the delivery process will be handled by the courier company. ROGUEXLAB will not be responsible for delays caused by courier issues, customs clearance, incomplete address, incorrect contact details, failed delivery attempts, weather conditions, public holidays, or any circumstances beyond our direct control. However, we will assist customers where possible by providing tracking details and helping with courier follow-ups.

Customers are responsible for ensuring that all shipping information provided during checkout is complete and accurate. ROGUEXLAB will not be responsible for lost parcels, failed deliveries, or additional charges caused by incorrect or incomplete delivery information provided by the customer.

Bahasa Melayu

Di ROGUEXLAB, setiap order akan diuruskan dengan teliti bagi memastikan pelanggan menerima produk dalam keadaan baik dan dalam tempoh penghantaran yang munasabah. Sebagai sebuah local streetwear brand yang turut menerima pesanan antarabangsa, kami berusaha menyediakan pengalaman pembelian dan penghantaran yang lancar, selamat, dan jelas kepada setiap pelanggan.

Semua order yang telah disahkan pembayarannya akan diproses dalam tempoh 1-5 hari bekerja. Tempoh pemprosesan ini termasuk semakan order, penyediaan item, pemeriksaan kualiti, pembungkusan, dan penyerahan parcel kepada pihak courier. Order diproses dalam waktu operasi rasmi kami iaitu Isnin hingga Jumaat, 9:00 pagi hingga 6:00 petang, tidak termasuk hujung minggu dan cuti umum.

Courier utama yang digunakan ialah J&T Express dan/atau Ninja Van, bergantung kepada ketersediaan courier, alamat penghantaran, dan liputan kawasan. Untuk order tertentu, terutamanya penghantaran antarabangsa, penghantaran mungkin diuruskan melalui courier yang tersedia menerusi EasyParcel atau penyedia logistik lain yang sesuai.

Anggaran tempoh penghantaran adalah seperti berikut:

  • Semenanjung Malaysia: 3-7 hari bekerja selepas parcel dihantar
  • Sabah & Sarawak: 7-14 hari bekerja selepas parcel dihantar
  • International Orders: Tempoh penghantaran bergantung kepada negara destinasi, proses kastam, pengendalian courier, perkhidmatan pos tempatan, dan peraturan import negara tersebut.

Caj penghantaran dikenakan secara flat rate, kecuali dinyatakan berbeza semasa kempen atau promosi tertentu. Free shipping mungkin ditawarkan dari semasa ke semasa bergantung kepada promosi, jumlah pembelian minimum, atau selected product release.

Selepas parcel diserahkan kepada pihak courier, proses penghantaran akan dikendalikan oleh syarikat courier tersebut. ROGUEXLAB tidak bertanggungjawab atas kelewatan yang berpunca daripada isu courier, proses kastam, alamat tidak lengkap, nombor telefon tidak tepat, percubaan penghantaran gagal, cuaca, cuti umum, atau perkara luar jangka yang berada di luar kawalan langsung kami. Namun begitu, kami akan membantu pelanggan setakat yang mampu melalui semakan tracking dan follow-up bersama pihak courier.

Pelanggan bertanggungjawab memastikan semua maklumat penghantaran yang diberikan semasa checkout adalah lengkap dan tepat. ROGUEXLAB tidak bertanggungjawab atas kehilangan parcel, kegagalan penghantaran, atau caj tambahan yang berpunca daripada maklumat penghantaran yang salah atau tidak lengkap daripada pelanggan.