This policy explains how Orbit Commerce & Sourcing Sdn. Bhd. processes, ships and delivers orders, from direct-factory sourcing in China through to warehousing and fulfilment in Malaysia. It should be read together with our Terms & Conditions, which govern lead times and delivery in a contractual sense.
Most orders are sourced or produced by factories in our supplier network in China, shipped by consolidated freight to our warehouse in Petaling Jaya, Selangor, then packed and dispatched to the Client, the Client's marketplace buyers, or the Client's own customers. Because much of what we supply is sourced or produced to order before dispatch, shipping time is separate from, and begins after, sourcing and production time.
Order processing covers sample approval, production or sourcing, quality inspection, consolidated freight and warehouse receiving, and typically ranges from 15 to 20 business days depending on product category, order quantity and sourcing complexity. Items already held in our Petaling Jaya warehouse may ship within 1 to 3 business days of payment confirmation. Your quotation will state an estimated processing time specific to your order; this begins from the date a sample is approved and any required deposit is received, not from the date of enquiry.
We deliver across Peninsular Malaysia by road courier from our Petaling Jaya warehouse, and to Sabah and Sarawak by a combination of road and air or sea freight depending on volume and timeline. As part of our China sourcing activity, we also arrange consolidated import shipments from our factory network by air freight, sea freight, or courier, depending on order size, budget and urgency, with clearance handled at Port Klang or KLIA on the Client's behalf. The most suitable method for your order will be confirmed at the quotation stage.
Shipping costs are calculated per order based on weight, volume, destination and method, and are quoted separately from product pricing unless otherwise stated. Case and container-volume orders shipped by pallet or full container load are quoted using freight rates obtained at the time of booking, as these fluctuate with fuel surcharges and carrier capacity. Where an order is fulfilled to multiple marketplace buyers or delivery addresses, each destination is treated as a separate delivery leg for costing purposes.
For international sourcing shipments from our China factory network, we can arrange shipment under commonly used Incoterms, including Ex Works (EXW), Free on Board (FOB) and Cost, Insurance and Freight (CIF), and will confirm which basis applies in the quotation. The Incoterm selected determines the point at which responsibility for the goods, insurance and freight costs transfers from the factory to Orbit, and from Orbit to the Client.
Once dispatched from our Petaling Jaya warehouse, typical delivery timeframes are 1 to 3 business days within Peninsular Malaysia and 3 to 7 business days to Sabah and Sarawak. Inbound sourcing shipments from China typically take 15 to 20 business days from sample approval to warehouse receiving, depending on the method and factory location. These are estimates, not guarantees, and can be affected by customs clearance, weather, carrier delays, or public holidays at origin or destination. We will flag any known risk to your delivery date as early as possible.
Where the courier or freight forwarder provides a tracking reference, we will share it with you upon dispatch. For orders fulfilled to multiple marketplace buyers or delivery addresses, we can provide a consolidated dispatch list on request so you can confirm delivery status across all locations rather than tracking each shipment individually.
For sellers using our marketplace operation and dropshipping support, we can receive orders on your behalf, pack and label individual parcels per buyer, and coordinate delivery directly to your marketplace customers from our Petaling Jaya warehouse. Order files and buyer addresses should be provided in the format we specify at the quotation stage to avoid delivery errors; corrections requested after packing has begun may incur a repacking or redelivery charge.
For international sourcing shipments, any customs duties, import taxes or clearance fees levied on entry into Malaysia are factored into the landed cost quoted to the Client, unless otherwise stated. For onward international shipments to a Client's own overseas customers, any destination-country duties or taxes are the responsibility of the receiving party, unless the quotation explicitly states a Delivered Duty Paid (DDP) or equivalent basis. We will provide accurate commercial invoices and documentation to support smooth customs clearance, but we do not control, and are not liable for, delays caused by customs authorities.
Please inspect all deliveries on arrival. If a shipment is visibly damaged, note this with the carrier at the point of delivery where possible, and report it to us within 72 hours at orbitcommerce.sourcing@gmail.com with photographs of the damage and packaging. For shipments that appear lost in transit, contact us once the estimated delivery window has passed so we can open a trace with the carrier. Resolution for damaged or lost shipments, including replacement or refund, is handled under our Refund & Return Policy.
If a delivery attempt fails because no one is available to receive it, or because the address or contact details provided were incomplete or incorrect, the carrier's standard redelivery or storage process will apply, and additional redelivery or storage charges incurred by the carrier will be passed on to the Client. Please ensure delivery addresses and recipient contact numbers, including those of marketplace buyers where relevant, are accurate and reachable at the time of order.
For shipping enquiries, tracking requests or delivery issues, contact orbitcommerce.sourcing@gmail.com or call +6011-1200 6916, quoting your order reference. Our warehouse and registered address is Lot 2F-33-35B, Level 2, IOI Mall Damansara, No. 2A, Persiaran Surian, Tropicana Indah, 47810 Petaling Jaya, Selangor, Malaysia.