Shipping Policy

Thank you for shopping with SOG Brands. Please read our Shipping Policy carefully before placing your order.

1. Delivery Area

We currently ship to:

West Malaysia

If your location is not available at checkout, please contact us before placing an order.

2. Order Processing Time

All orders are processed after payment has been successfully confirmed.

Estimated processing time:

Ready stock items: 1–2 working days
Custom print items: 2–3 working days
Pre-order items: Based on the estimated date stated on the product page

Processing time does not include courier delivery time.

During peak seasons, sales campaigns, public holidays, or high order volume, processing may take slightly longer.

3. Custom Print Orders

For custom print products, production will only start after:

Payment is completed
Artwork or design details are received
Mockup or print details are confirmed, if required

Once production has started, custom print orders cannot be cancelled or changed.

Please make sure all design details, sizes, colours, and placement are correct before confirming your order.

4. Estimated Delivery Time

Estimated delivery time after the parcel has been shipped:

West Malaysia: 1–3 working days

Delivery time is an estimate only and may vary depending on courier service, location, weather, public holidays, peak season, or unexpected delays.

5. Shipping Fee

Shipping fees will be calculated and shown at checkout before payment.

Shipping fees may vary depending on:

Delivery location
Parcel weight
Product quantity
Courier service
Ongoing promotions

From time to time, we may offer free shipping promotions. Free shipping promotions may be subject to minimum spend, selected products, or selected delivery areas.

6. Courier Service

We ship orders using trusted courier services such as J&T Express or other available delivery partners.

The courier used may depend on your delivery location, parcel size, and service availability.

Once your parcel has been handed over to the courier, delivery will be handled by the courier company. However, we will assist where reasonably possible if there is any issue with your delivery.

7. Tracking Information

Once your order has been shipped, tracking information will be sent to you through email, SMS, WhatsApp, or your order page, depending on the contact details provided.

Please allow some time for the tracking number to update in the courier system.

8. Incorrect Shipping Information

Customers are responsible for providing complete and accurate shipping details, including:

Full name
Phone number
Complete address
Postcode
State
Unit number, if applicable

We are not responsible for failed delivery, delivery delay, missing parcels, or extra shipping charges caused by incorrect or incomplete shipping information provided by the customer.

If the parcel is returned to us due to incorrect address, failed delivery, or unclaimed parcel, the customer may need to pay additional shipping fees for redelivery.

9. Failed Delivery or Unclaimed Parcel

If delivery fails because the customer is unavailable, the courier may attempt redelivery or request the customer to collect the parcel from the courier branch.

Customers are responsible for checking tracking updates and contacting the courier if necessary.

If the parcel is returned to us due to failed delivery or unclaimed status, we will contact the customer for redelivery arrangement. Additional shipping fees may apply.

10. Delayed Delivery

We will do our best to ship your order within the estimated timeframe. However, delivery delays may happen due to reasons outside our control, including:

Courier delay
Public holidays
Weather conditions
Peak season or sales campaign
Incorrect address
Customs clearance, if applicable
Unexpected events or force majeure

We are not responsible for courier delays once the parcel has been handed over to the courier, but we will assist customers in checking with the courier where possible.

11. Lost or Damaged Parcel

If your parcel is lost or damaged during delivery, please contact us as soon as possible.

Please provide:

Order number
Tracking number
Clear photos or videos, if the parcel is damaged
Photo of the parcel packaging
Description of the issue

We will review the case and assist with the courier claim process where applicable.

For damaged parcels, please do not throw away the packaging until the issue has been reviewed.

12. Split Shipping

If your order contains multiple items, especially ready stock and custom print items, we may ship them together or separately depending on availability and production time.

If you want ready stock items to be shipped first, please contact us before placing your order. Additional shipping fees may apply.