Shipping policy
Shipping Policy 🚚
At Fluffy, we know period essentials can't wait. We aim to get your order to you quickly, safely and discreetly, anywhere in Malaysia.
📦 Order processing
- Orders are packed and shipped within 1–2 working days (Monday–Friday, excluding Malaysian public holidays).
- Orders placed before 2:00pm, Monday to Friday are usually shipped the same or next working day. Orders placed after 2:00pm, on weekends or on public holidays are processed on the next working day.
- You'll receive an order confirmation email once your order is placed, and a shipping confirmation with your tracking number once it's on its way.
During mega sales (e.g. 9.9, 11.11, 12.12, Black Friday) and festive seasons, processing may take up to 3–5 working days because of high order volumes. We'll always ship as fast as we can.
🇲🇾 Shipping rates and delivery times
We currently deliver within Malaysia only.
| Region | Shipping fee | Estimated delivery after shipping |
|---|---|---|
| West Malaysia (Peninsular) |
FREE for orders RM60 and above RM6.00 flat rate for orders below RM60 |
2–4 working days |
| East Malaysia (Sabah, Sarawak, Labuan) |
FREE for orders RM100 and above RM20.00 flat rate for orders below RM100 |
4–7 working days |
- Order totals for free shipping are calculated after discounts and before shipping fees.
- Remote areas (including some rural and island locations) may take 2–3 extra working days.
- Delivery times are estimates from our courier partners and aren't guaranteed. Weather, public holidays, peak seasons and courier disruptions can cause delays.
🚛 Our courier partners
We ship with trusted couriers including J&T Express and DHL eCommerce. We pick the best courier for your area, so we're unable to accommodate requests for a specific courier.
🤫 Discreet packaging
All orders are shipped in plain, non-see-through packaging. The outside of your parcel won't show the product contents, only the sender name "Stratitude Sdn. Bhd." and the details the courier needs.
📍 Tracking your order
Once your order ships, you'll get a tracking number by email. You can track your parcel using the link in your shipping confirmation email.
Tracking may take up to 24 hours to update after you receive your shipping confirmation.
🏠 Getting your address right
Please double-check your name, full address, postcode and active phone number at checkout. Couriers often call or message before delivery.
- Need to change your address? WhatsApp us at +6011-11172828 as soon as possible with your order number. We can update it only if your order hasn't shipped yet.
- We're not responsible for delays, failed deliveries or losses caused by incorrect or incomplete addresses.
⚠️ Delivery issues
Parcel marked "delivered" but not received?
Please check with family members, neighbours, your guardhouse or your building management first. If you still can't find it, contact us within 3 days of the delivery update, and we'll open an investigation with the courier.
Parcel delayed?
If your parcel hasn't moved on tracking for more than 5 working days, let us know and we'll follow up with the courier for you.
Parcel lost in transit?
If the courier confirms your parcel is lost, we'll send a free replacement or give you a full refund, whichever you prefer.
Parcel arrived damaged?
Take photos of the outer packaging and the items before throwing anything away, and contact us within 7 days of delivery. See our Return & Refund Policy for how we'll make it right.
🔄 Failed deliveries and returns to sender
If your parcel is returned to us because of an incorrect address, the recipient being unreachable, or repeated failed delivery attempts, you can choose:
- Reshipment. We'll send it again, and a re-delivery fee applies (we'll confirm the amount with you), or
- Refund. You'll receive a refund of the product value, excluding the original shipping fee.
If we can't reach you within 14 days of the parcel being returned to us, we'll process a refund automatically.
🌏 International shipping
We don't ship outside Malaysia yet. 🇸🇬 In Singapore? Shop with our Singapore store at fluffypads.sg.
📬 Questions?
We're here to help!
Stratitude Sdn. Bhd. (Registration No. 202501038918 (1640327-D))
B-17-1 Northpoint Offices, Mid Valley City, 59200 Kuala Lumpur, Malaysia
💬 WhatsApp: +6011-11172828
✉️ Email: kireicaremy@gmail.com
📸 Instagram: @fluffywellness.my
🕒 Support hours: Monday–Friday, 9:00am–6:00pm (excluding Malaysian public holidays)