At Crystal Edible Ice, we are committed to delivering your order quickly, efficiently, and in the best possible condition. This Shipping Policy outlines how we handle processing, delivery, and logistics to ensure a smooth and satisfactory experience for our customers.

Order Processing

All orders placed through our website are processed within 1 to 2 business days, excluding weekends and public holidays. Orders received after business hours will be processed on the following working day. During high-demand seasons or special promotions, processing times may be extended slightly, but we will make every effort to notify you in advance of any delays.

Delivery Areas

We currently offer delivery services within our local service region. If your delivery address falls outside our standard delivery zones, we may contact you to discuss additional delivery arrangements or alternative options. We strive to make our ice products accessible to as many customers as possible and are continuously expanding our delivery coverage.

Delivery Times

Delivery typically occurs within 1 to 3 business days after order processing, depending on your location, order volume, and delivery route. While we aim to meet all stated timeframes, please note that unforeseen factors such as traffic, weather conditions, or logistical delays may impact delivery times.

Customers will receive a notification via email or SMS once their order is confirmed for dispatch. In some cases, our team may contact you directly to confirm delivery timing.

Delivery Conditions

All ice products are delivered using insulated packaging or in temperature-controlled conditions to ensure that they arrive frozen and ready for immediate use. It is your responsibility to ensure that someone is available to receive the delivery during the scheduled time. If no one is available, and re-delivery is required, additional charges may apply.

To preserve the quality of the ice, we strongly recommend storing the delivered product in a freezer as soon as possible upon receipt.

Delivery Charges

Delivery fees are calculated at checkout based on your order size, location, and any applicable delivery service tiers. Occasionally, we may offer free or discounted delivery promotions, which will be clearly displayed on our website or during promotional campaigns.

We reserve the right to adjust shipping rates without prior notice. However, changes will not affect orders that have already been confirmed.

Missed or Failed Deliveries

If a delivery attempt is unsuccessful due to incorrect address details, an unavailable recipient, or other factors beyond our control, we will attempt to contact you immediately. A second delivery attempt may be scheduled, but this may incur an additional delivery fee.

To avoid issues, please ensure that your address and contact information are accurate and complete at the time of placing your order.

Damaged or Incorrect Deliveries

If your order arrives damaged, partially melted, or incorrect, please notify us within 24 hours of receipt. We may request photographs of the issue to help us resolve it efficiently. Upon confirmation, we will offer a replacement or issue a refund where appropriate.

Please note that damage claims made after 24 hours may not be eligible for compensation due to the perishable nature of our products.

Order Tracking

At this time, real-time order tracking may not be available for all deliveries. However, our team will provide clear communication via phone, email, or SMS regarding the status of your delivery. We are working to enhance our tracking capabilities to better serve our customers.

Changes to Shipping Policy

We reserve the right to modify this Shipping Policy at any time. Any changes will be published on this page and will take effect immediately. Continued use of our services after changes are made implies acceptance of the updated policy.

Contact Us

For any questions or concerns regarding your order or our delivery process, please don’t hesitate to reach out to us via our Contact page at https://www.crystalice.com.my/contact/