1. Order Processing Time
At HARDWARE STORY, we strive to process and pack all confirmed orders within 1 to 3 business days (Monday–Friday, excluding public holidays).
Once your payment is received and verified, we begin preparing your hardware tools, equipment, or supplies for safe dispatch. You will receive a shipping confirmation email or WhatsApp message with tracking information once your order is shipped.
2. Shipping Coverage
We currently ship across Peninsular Malaysia, Sabah, and Sarawak using trusted courier services.
International Shipping:
Handled on a case-by-case basis. If you wish to place an order outside Malaysia, please contact us in advance to confirm item availability, shipping costs, and delivery options.
3. Shipping Rates & Delivery Estimates
| Region | Courier Partners | Estimated Delivery Time |
|---|---|---|
| Peninsular Malaysia | J&T Express, DHL eCommerce, GDex | 2–5 business days |
| Sabah & Sarawak | Pos Laju, J&T Express | 3–7 business days |
| International (Case-by-case) | DHL Express / FedEx (case-by-case basis) | 5–10 business days (customs-dependent) |
Note: Delivery times may be affected by public holidays, weather conditions, or courier delays.
4. Tracking Your Order
After your item is dispatched, you’ll receive a tracking number and link via email or WhatsApp.
Please allow 24–48 hours for tracking info to update in the courier system. If you don’t receive it or have questions, reach out to us at:
📧 Email: hardware.story@outlook.com
📞 Phone: 017-546 3369
5. Delivery Delays
While we aim to deliver on time, there may be occasional delays caused by:
- Courier disruptions or backlogs
- Peak seasons and public holidays
- Remote or rural delivery addresses
- Adverse weather conditions
- Customs clearance (for international orders)
HARDWARE STORY is not liable for these delays, but we will work closely with the courier to help resolve any issues promptly.
6. Damaged or Lost Packages
We carefully inspect and package every order. If you receive:
- A damaged item
- An incomplete shipment
- The wrong product
Please do the following within 48 hours of receiving your parcel:
- Take clear photos of the item(s), packaging, and shipping label
- Contact us via email or WhatsApp with the details
If eligible, we’ll offer a replacement, refund, or help you file a courier claim.
Note: We are not responsible for lost or stolen parcels marked as “Delivered” by the courier. Ensure your shipping address and contact info are correct at checkout.
7. Self-Collection (By Appointment Only)
Prefer to pick up your order? We offer self-collection by appointment from our warehouse in Petaling Jaya.
📍 Address: UNIT 2.1, Bangunan Cube Self Storage, 2A, Jalan 51A/243, Seksyen 51A, 46100 PJ
Kindly contact us beforehand to schedule your pickup. Walk-ins may not be accepted.
8. International Shipping (Customs & Duties)
If you’re ordering from outside Malaysia:
- You are responsible for all import duties, taxes, or fees
- HARDWARE STORY is not liable for delays, rejections, or holds at customs
- Please check with your local customs office before placing your order
9. Questions or Support
If you have any questions about shipping, delivery status, or tracking issues, contact our team anytime:
📧 Email: hardware.story@outlook.com
📞 Phone: 017-546 3369
We’re here to assist you every step of the way.