SHIPPING POLICY

Last Updated: August 2026

This Shipping Policy is issued by MITRA JAYA EDAR SDN BHD (Company Registration No. 201901015973 (1325301-U)), operating under the brand Natureal Organic (“Natureal Organic”, “we”, “us” or “our”).

This Policy explains how orders placed through natureal.co are processed, shipped and delivered.

1. ORDER PROCESSING TIME

Orders are generally processed within 1 to 2 business days after order confirmation and, where applicable, successful payment.

Orders placed on weekends, public holidays or outside normal business hours may be processed on the next business day.

During peak sales periods, promotional campaigns or periods of unusually high order volume, processing may take slightly longer.

2. ESTIMATED DELIVERY TIME

Once an order has been processed and dispatched, the estimated delivery timeline within Malaysia is generally:

Peninsular Malaysia

Estimated delivery:

1 to 3 business days after dispatch

Sabah & Sarawak

Estimated delivery:

3 to 7 business days after dispatch

Accordingly, customers should generally allow approximately:

2 to 9 business days from order confirmation to delivery, depending on the delivery location, payment method, courier service and order processing time.

These delivery timelines are estimates and are not guaranteed delivery dates.

3. SHIPPING AREAS

We currently deliver to addresses within Malaysia, subject to courier service availability.

Certain remote or restricted locations may require additional delivery time.

If we are unable to deliver to your location, we will contact you using the details provided with your order.

4. SHIPPING CHARGES

Applicable shipping charges, if any, will be displayed during checkout before the order is confirmed.

Shipping fees may vary depending on:

• Delivery location;

• Order value;

• Promotional campaign;

• Courier provider;

• Product weight or parcel size; and

• Any applicable free-shipping promotion.

From time to time, Natureal Organic may offer free or discounted shipping as part of a promotional campaign.

Such offers may be subject to specific terms, minimum spending requirements or delivery-area restrictions.

5. ORDER TRACKING

Where tracking is available, tracking details will be provided after your order has been dispatched.

Customers may receive tracking information through:

• Email;

• SMS;

• WhatsApp;

• Customer account; or

• Another communication channel used for the order.

Tracking information may require some time to become active after the parcel has been handed over to the courier.

6. DELIVERY ADDRESS

Customers are responsible for ensuring that all shipping information provided at checkout is complete and accurate.

This includes:

• Recipient name;

• Delivery address;

• Postal code;

• State;

• Telephone number; and

• Any relevant delivery instructions.

Please review your delivery information carefully before submitting an order.

If you notice an error after placing an order, contact us as soon as possible at hello@natureal.co.

We will attempt to assist where the order has not yet been dispatched, but we cannot guarantee that changes can be made after processing has begun.

7. FAILED DELIVERY ATTEMPTS

Courier providers may attempt to contact the recipient before or during delivery.

If delivery is unsuccessful because:

• No one is available to receive the parcel;

• The customer cannot be contacted;

• The address provided is incorrect or incomplete;

• Delivery is refused; or

• The parcel is not collected within the courier's required period,

the parcel may be returned to us.

Where an order is returned to us due to circumstances attributable to the customer, additional shipping charges may apply before the parcel can be resent.

8. CASH ON DELIVERY ORDERS

Where Cash on Delivery (“COD”) is available, customers must ensure that someone is available to receive the parcel and make payment where required.

COD availability may depend on:

• Delivery location;

• Courier availability;

• Order value;

• Customer order history; or

• Other operational requirements.

We reserve the right to restrict or disable COD for certain orders where reasonably necessary.

9. DELIVERY DELAYS

While we aim to deliver orders within the estimated delivery timeline, delays may occasionally occur due to circumstances outside our reasonable control.

These may include:

• Courier or logistics disruptions;

• Public holidays;

• Severe weather;

• Flooding or other natural events;

• Road closures;

• Peak shopping periods;

• High courier volume;

• Customs or regulatory requirements;

• Remote delivery locations;

• Incorrect delivery information; or

• Other operational disruptions.

Where a material delay becomes known to us, we may attempt to provide an update using the contact information supplied with the order.

10. LOST OR MISSING PARCELS

If your tracking information shows no movement for an unusually long period, or you believe your parcel may have been lost, please contact us at:

hello@natureal.co

Please provide your:

• Order number;

• Full name;

• Contact number; and

• Tracking number, if available.

We will assist in raising an enquiry with the relevant courier provider.

Any replacement, refund or other remedy will be subject to investigation and the circumstances of the delivery.

11. DAMAGED PARCELS

If your parcel arrives visibly damaged, please take photographs or videos of:

• The outer packaging;

• Shipping label;

• Damaged area;

• Product received; and

• Any relevant internal packaging.

Please contact us promptly at hello@natureal.co so we can assess the issue.

Eligible damaged-product claims will be handled in accordance with our Return & Refund Policy.

12. ORDER STATUS AND DELIVERY CONFIRMATION

An order may be considered delivered when the courier records the parcel as successfully delivered to:

• The recipient;

• A person at the delivery address;

• A designated collection point; or

• Another location authorised by the customer or courier arrangement.

If tracking shows “Delivered” but you have not received the parcel, please contact us promptly so that an investigation may be initiated.

13. CHANGES OR CANCELLATIONS BEFORE SHIPPING

If you wish to change or cancel an order, contact us as soon as possible.

We will attempt to assist where the order has not yet been:

• Processed;

• Packed; or

• Dispatched.

Once the parcel has been handed over to the courier, changes or cancellations may no longer be possible.

14. INTERNATIONAL SHIPPING

Unless otherwise stated on the Site, our standard shipping service is intended for delivery within Malaysia.

If international shipping becomes available, additional shipping charges, customs duties, taxes, import fees and delivery timelines may apply.

Any such charges imposed by the destination country may be the responsibility of the recipient unless otherwise stated.

15. CONTACT US

For shipping, delivery or tracking enquiries, please contact:

MITRA JAYA EDAR SDN BHD
Company Registration No.: 201901015973 (1325301-U)
Operating Brand: Natureal Organic

Email: hello@natureal.co