Shipping & Delivery

How much will I pay for shipping and delivery?
The shipping and delivery charges will be displayed in your final order summary, just before you click to authorize the payment of your order.

Do you offer free delivery?
Many products sold on GEMFIVE are eligible for free delivery to West Malaysia. This means, if you order RM80 and above of eligible products in a single transaction, then GEMFIVE and the seller will pay for the delivery to West Malaysia.

However, some products are not eligible for free delivery. This may include fragile, high-value or bulky items, discounted items, promotional items or special deals, and other items that require special delivery. So don't forget to check the shipping and delivery charges which will be displayed in your final order summary, just before you click to authorize the payment of your order.

By authorising your payment to GEMFIVE, you are deemed to have reviewed and approved all charges, including shipping fees.

If you order less than RM80 of products in a single transaction, you can expect the delivery charges to be a minimum of RM15 for delivery to West Malaysia, and a minimum of RM25 for delivery to East Malaysia. The actual shipping and delivery charges will be displayed in your final order summary.

Delivery

When will I receive my order?
On each product page, you will be able to find the estimated delivery period of this particular product. The timelines will vary by merchant, product and delivery areas.
Once your payment and shipping details have been verified, you will receive an email from us indicating that your order is being processed. The email will provide you with more information regarding the expected delivery schedule.
If you are a registered customer, you may check the status of your order in your GEMFIVE account at any time. Please sign in with your email address and password, and click on ‘My Orders’.

If you live in an area experiencing an unexpected service delay (severe weather, natural disasters, unscheduled events, etc.), please add at least 2 to 3 working days to the estimated delivery date of your order.

About Undeliverable Packages
Occasionally, packages are returned to us as undeliverable after 2 delivery attempts. When the carrier returns an undeliverable package to us, you will be issued a refund. We will charge a handling fee of RM10 to process undeliverable packages.

Orders that are returned to us as undeliverable cannot be re-shipped. If you would still like to purchase items that were undeliverable, please place a new order on our website. If you are unsure about your order being delivered to the shipping address and where you have not received a confirmation of its return or refund after 4 weeks from the estimated delivery date, please contact us.

Reasons for Undeliverable Packages
There are many reasons that a package may be returned to us as undeliverable.
  • P.O. Box delivery
  • Incorrect or incomplete address
  • Delivery restrictions associated with a building, office or residential area
  • Failed delivery attempts
  • Damaged item during transit
  • Item lost in transit
  • Refusal to accept delivery by recipient
I have ordered several products, will they be delivered in a single time or will it take several deliveries?
It depends on the location where these products are fulfilled from. When you order several products in a single transaction, these products may be currently stored at different locations domestically and internationally. Consequently, their delivery schedule could be different.

Can I choose the exact time of delivery?
It is not currently possible to choose the exact time of delivery.

Will the delivery courier assemble / install my product?
Our courier partners are not allowed to assemble or install the products that you ordered, due to warranty restrictions.

Do you deliver everywhere in Malaysia?
Most of the products offered by GEMFIVE can be delivered anywhere in Malaysia.

However, a few products can only be delivered to Peninsula Malaysia.

Do you deliver outside of Malaysia?
At the moment, we only accept orders for delivery within Malaysia.

What happens if I am not at home when the courier is here to deliver?
Whenever our courier partners attempt a delivery but there is no one at home, they leave a card in your mailbox or under the door. Please contact the phone number listed on that card to arrange for an alternative delivery and pick up options in your area.

Can I request for store pickup?
We don’t offer store pickup currently.

Do you deliver to my office address?
Yes. Please provide your office address as the delivery address during the check-out process. Remember to indicate the company name in the address, otherwise our delivery partners may not be able to access the premises. Once your order is placed, you cannot change the delivery address.

Do you deliver to a PO Box address?
Not at this time.

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