Shipping Policy
At Innovam, we are committed to delivering our products and equipment safely and efficiently to customers throughout Malaysia and international markets.
Orders are generally fulfilled and dispatched from Malaysia. Depending on product availability, destination, and delivery requirements, certain orders may be shipped directly from our overseas partners. Where applicable, customers will be informed of the shipping arrangement.
1. Shipping Fees & Free Shipping
Domestic Shipping (Malaysia)
Free Standard Shipping: We offer free standard shipping on all orders within Malaysia with no minimum purchase required.
Expedited Shipping: Available upon request for an additional fee. Please contact our customer service team for pricing and availability.
International Shipping
A flat international shipping fee of RM840 per order applies to eligible orders shipped outside Malaysia. Additional shipping charges may apply for remote destinations or special shipping requirements. Where applicable, customers will be informed before shipment.
International customers are responsible for all import duties, taxes, and customs clearance fees.
2. Order Processing & Delivery Times
Order Processing
Most orders are processed and shipped within 1–3 business days (Monday–Friday, excluding holidays).
You will receive a shipping confirmation email with your tracking number as soon as your order has been dispatched.
Estimated Delivery Times
| Region | Estimated Delivery Time |
|---|---|
| Within Malaysia | 5–8 business days |
| International | 10–15 business days |
Note: Delivery times may be extended during peak holiday seasons or due to customs clearance procedures for international shipments.
Areas We Do Not Ship To
Innovam aims to serve customers across Malaysia and international markets. However, we may be unable to ship to certain countries, regions, or addresses due to courier limitations, customs regulations, import restrictions, trade restrictions, or other logistical requirements.
International shipping availability is subject to confirmation based on the destination and product ordered.
If your country or region is not available during checkout, please contact us at general@innovam-asia.com to check whether alternative shipping arrangements can be made.
3. Order Tracking
Once your package is on its way, we will send you a shipping confirmation email containing:
- Your unique tracking number
- A direct link to the carrier’s tracking website
- Estimated delivery date
You can monitor your shipment’s progress in real-time using the provided tracking link. If you have not received your tracking number within 3 business days of placing your order, please contact our customer service team.
4. Shipping Requirements & Security
To ensure the safe arrival of your high-value equipment:
- Physical Address Required: We require a valid physical street address and phone number for all deliveries.
- No P.O. Boxes: Due to the high value of our products and delivery requirements, certain shipments cannot be delivered to P.O. Box addresses. A valid physical delivery address may be required.
- Signature Confirmation: All deliveries require an adult signature upon receipt. If no one is available to sign for the package, the carrier will leave a delivery notice and attempt redelivery.
- Industrial-Grade Packaging: All devices are shipped in custom protective cases designed to withstand transit conditions.
5. Damaged or Delayed Packages
Damaged Packages
If the outer packaging shows visible damage upon arrival:
- Document: Take clear photos of the damaged packaging and contents before opening the package.
- Report: Contact our support team at general@innovam-asia.com within 48 hours of delivery.
- Resolution: Innovam will review the case and, where appropriate, coordinate with the courier or logistics provider. Any replacement, repair, refund, or other resolution will be determined based on the circumstances of the case and our applicable warranty and return policy.
Significantly Delayed Packages
If your package has not arrived within 10 business days of the estimated delivery date, please contact our customer service team.
We will investigate the shipment status with the carrier and provide a resolution within 3 business days.
6. Additional Information
- Address Changes: If you need to change your shipping address after placing your order, please contact us immediately. Address changes can only be made before the order has been shipped.
- Order Cancellations: You may cancel your order at any time before it has been shipped. Once shipped, our standard return policy applies.
- Customs Delays: International shipments may be subject to customs inspection and delays, which are beyond our control. We are not responsible for any additional fees or delays caused by customs.
Contact Us
If you have any questions regarding your shipment, please contact our Malaysia customer service team:
Email: general@innovam-asia.com
Live chat support available on our website during business hours