Shipping policy

Thank you for shopping with Pentavite Malaysia.

Orders placed on pentavite.com.my are fulfilled from our Malaysia warehouse, unless otherwise stated.

1. Delivery Coverage

We currently deliver within Malaysia, including West Malaysia and East Malaysia, subject to courier coverage and service availability.

If your delivery address is located in a remote or non-serviceable area, our customer service team may contact you after your order is placed.

2. Order Processing Time

Orders are usually processed and dispatched from our warehouse within 2 business days after payment confirmation.

Orders placed on Sundays or Malaysia public holidays will be processed on the next business day. Dispatch time may also depend on courier pickup schedules.

During peak seasons, campaign periods, public holidays, or unforeseen circumstances, order processing may take longer.

3. Estimated Delivery Time

Estimated delivery time after dispatch:

- West Malaysia: approximately 3–5 business days
- East Malaysia: approximately 2–7 business days, subject to courier coverage and delivery location

Delivery times are estimates only and may vary depending on courier operations, public holidays, weather, peak seasons, remote areas, incorrect delivery details, or other events beyond our control.

4. Shipping Fee

Shipping fees, if applicable, will be shown at checkout before payment is completed.

Free shipping may be offered during certain campaigns or when the order meets the minimum spend requirement. Any free shipping conditions will be stated on the website or campaign page.

5. Tracking Information

Once your order has been shipped, tracking information will be provided where available.

You may receive your tracking number by email, SMS, WhatsApp, or through your order confirmation page, depending on the courier service and system availability.

If you do not receive tracking information within the expected processing period, please contact our customer service team with your order number.

6. Failed Delivery or Incorrect Address

Customers are responsible for providing accurate and complete delivery information at checkout, including recipient name, contact number, shipping address, postcode, and any relevant delivery instructions.

If delivery fails due to an incorrect address, incomplete address, unavailable recipient, refusal to accept the parcel, or failure to collect the parcel, additional shipping fees may apply for re-delivery.

Pentavite Malaysia is not responsible for delays or failed delivery caused by incorrect or incomplete customer information.

7. Damaged Parcel During Delivery

If your parcel arrives damaged, please take clear photos or videos of the outer packaging, shipping label, product packaging, and damaged item before disposing of any packaging.

Please contact us within 15 days from the date of delivery so that we can assist with investigation and next steps.

8. Lost Parcel or Delivery Issue

If the tracking status shows delivered but you have not received the parcel, please contact us as soon as possible with your order number and tracking number.

We will assist in checking the order and coordinating with the courier where applicable. Investigation time may vary depending on the courier.

9. Contact Us

For shipping or delivery enquiries, please contact us at:

Email: Pentavite_MY@by-health.com

Please include your order number when contacting us.