Shipping & Delivery Policy
1. HOME DELIVERY VIA COURIER SERVICES (via courier)
We provide delivery across Malaysia.
We are only able to ship to Singapore at this moment.
We deliver on Monday – Saturday, excluding the first Saturday of every month and local public holidays.
All orders will be processed within 3-7 working days. Tracking number will be provided through email once we have shipped out your order.
Please expect 2-5 working days for West Malaysia (Peninsular) and 5-10 working days for East Malaysia (Sabah/Sarawak) to receive the order once the shipment is out for delivery.
Any changes on delivery address is not allowed after payment is made.
3 attempts of delivery will be made for every order. If the courier company still unable to reach customer after the third attempt, the order will be deemed cancel and customer shall bear all the cost incurred during the delivery process (delivery cost & etc).
If you have not received your order within 3 to 7 working days after you received your tracking number, please contact us at customercare@bigpharmacy.com.my.
Shipping Rates
Domestic Delivery
Postage fees for domestic delivery are as below:
- West Malaysia (Peninsular) – RM6.20 for first 5KG, additional RM2 for the following KG.
- East Malaysia (Sabah/Sarawak) – RM11.20 for 1KG, additional RM10 for the following KG
- Enjoy RM5 OFF on Shipping Fee for orders over RM150, available for both West and East Malaysia.
FAQ:
- What if I’m not there when the driver arrives?
If the driver has arrived at your location and no one is available for pickup within 5 minutes from arrival time, and/or you cannot be contacted or you have provided an invalid pickup address, our fleet will continue with his route and your order will be automatically cancelled.
- My item was damaged during delivery
If your item was damaged during the course of delivery with us, please send us an email with the below details:
- Make sure you notify us within 24 hours via customercare@bigpharmacy.com.my
- Kindly compile: name, contact details and order number (Order #XXXXX) image of the item when received.
- What if the driver does not show up?
Please check your delivery address is correct. Currently same day delivery is only within a selected area of Klang Valley. Goods will be sent only to the address provided by you in the ‘Shipping Address’ section before completion of your payment in the checkout page. Customers are not allowed to change the delivery address after the order is confirmed. Please note that delivery address inaccuracies and/or discrepancies may result in order cancellation. You are advised to check the designated delivery area prior to your placement of any Order. We shall reserve our rights to inform you earlier and to cancel your Order if we are unable to deliver to your location.
2. CLICK & COLLECT (Pick-up at selected BIG Pharmacy stores in West Malaysia)
For Click & Collect orders, you may choose from 50 BIG Pharmacy stores across West Malaysia as your preferred pick-up point. Pickup availability for your selected store will be displayed on the product page and cart page for your reference.
Orders placed before 5:00 PM will be prepared and ready for collection within 3 hours. Orders placed after 5:00 PM will be processed and ready for collection on the next day.
During checkout, you will be required to create a 4-digit PIN for order verification purposes.
Once your order is ready, you will be notified via email for collection at your selected store. To collect your order, you must provide the correct 4-digit PIN to our store personnel for verification. If you have authorized someone else to collect on your behalf, they must also provide this PIN at the time of collection.
This service allows you the convenience of collecting your order at any time during the store’s operating hours, with assistance from our store personnel.
All Click & Collect orders are free of delivery charges, regardless of the selected store.
Please note that orders must be collected within 5 days from the date of notification. Uncollected orders after this period will be automatically cancelled, and a refund will be processed in accordance with our refund policy.
For more information, please click here.
