How long does shipping take?
•⁠ ⁠West Malaysia: 3 business days
•⁠ ⁠East Malaysia: 5 business days
•⁠ ⁠International: Typically 7 business days (varies by country)

How much is the shipping fee?
•⁠ ⁠West Malaysia: RM 5
•⁠ ⁠East Malaysia: RM 11
•⁠ ⁠International: Calculated at checkout based on destination and weight.

Do you offer free shipping?
•⁠ ⁠Free shipping is available for orders above RM 200 in Malaysia.
•⁠ ⁠For international orders, free shipping is available for purchases above RM 250 (varies by country).

What courier service do you use?
We work with trusted courier partners iStoreiSend and City-Link and Ninjavan to ensure reliable delivery.

Do you ship internationally?
Yes, we ship worldwide! Shipping fees and estimated delivery times vary by country.

How can I track my order?
Once your order is shipped, you will receive a tracking number via email. You can track your package here: https://istoreisend.com/tracking-page/

Do you offer same-day or express shipping?
Currently, we do offer same day or express shipping delivery.

How long does it take to process my order?
Orders are typically processed within 1 business day. Orders placed on weekends or public holidays will be processed on the next working day.

Can I change or cancel my order after placing it?
•⁠ ⁠Once an order is placed, modifications (address changes, product swaps, etc.) are only possible if the order has not been shipped.
•⁠ ⁠Please contact our customer support immediately if you need to make changes.

What if I entered the wrong address?
•⁠ ⁠If your order has not been shipped, contact us immediately at hello@themineraw.com or +601151395909 to update your address.
•⁠ ⁠If the order has already been shipped, we may not be able to redirect it, and additional charges may apply. Please check your shipping address before placing the order.

What is your return policy?
•⁠ ⁠We accept returns only for unused, unopened, and approved items in good condition within 3 business days of receiving your order.
•⁠ ⁠Return shipping costs are the responsibility of the customer unless the return is due to our error.

How do I request a return or exchange?
To initiate a return or exchange, please email hello@themineraw.com with your order number and reason for return.

What if I receive a damaged or incorrect item?
If you receive a damaged or incorrect item, please contact us at hello@themineraw.com within 3 business days with photos of the issue. We will arrange a replacement or refund.

Do you offer refunds?
Refunds are processed within 3 days after receiving and inspecting the returned item. Refunds will be credited back to your original payment method.

How is my order packaged?
We use eco-friendly, minimal packaging to reduce waste. All packaging materials are recyclable and biodegradable.

Do you include invoices in the package?
We provide digital invoices only. No printed invoices are included to minimize waste.

Can I request gift wrapping?
Yes! We offer gift wrapping at an additional charge. Please contact us at hello@themineraw.com

Can I place a bulk order?
Yes, we accept bulk orders. Please contact us at hello@themineraw.com for special pricing.

Do you offer subscription or auto-replenishment services?
Currently, we do not offer a subscription service, but we are working on it! Stay tuned.

Do you have a rewards or loyalty program?
Yes! Earn points with every purchase and redeem them for discounts on future orders.

What happens if I am not home when my order is delivered?
•⁠ ⁠The courier will attempt delivery up to 2 times.
•⁠ ⁠If unsuccessful, the package will be held at the courier’s office for pickup.
•⁠ ⁠If unclaimed, it will be returned to us, and reshipping fees may apply.

What if my order is lost in transit?
If your package is lost, please contact us. We will work with our courier partners to resolve the issue.