Shipping Information
Welcome to Hoopono.my. We are committed to delivering your orders safely, quickly, and reliably. The information below explains how shipping works on our platform.
Shipping Coverage
Hoopono.my currently ships to customers throughout Malaysia, including:
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Negeri Sembilan
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Kuala Lumpur
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Selangor
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Johor
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Melaka
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Perak
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Penang
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Kedah
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Perlis
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Kelantan
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Terengganu
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Pahang
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Sabah
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Sarawak
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Labuan
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Putrajaya
Some sellers may also offer international shipping. If available, this will be displayed on the product page.
Order Processing
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Orders are processed after payment has been successfully confirmed.
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Sellers are expected to prepare and dispatch orders within 1–3 business days, unless a different handling time is shown on the product listing.
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Orders placed on weekends or public holidays may be processed on the next business day.
Estimated Delivery Time
Estimated delivery times are:
| Destination | Estimated Delivery |
|---|---|
| West Malaysia | 7–10 Business Days |
| East Malaysia (Sabah & Sarawak) | 7–12 Business Days |
| International (where available) | Varies by destination |
Delivery times are estimates and may vary due to courier schedules, weather conditions, customs clearance, public holidays, or other factors beyond our control.
Shipping Charges
Shipping costs are calculated based on:
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Seller's shipping settings
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Delivery destination
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Parcel size and weight
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Courier service selected
The total shipping fee will be displayed before you complete your payment at checkout.
Courier Partners
Depending on the seller and destination, orders may be delivered by trusted courier services such as:
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Pos Malaysia
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J&T Express
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Ninja Van
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DHL eCommerce
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City-Link Express
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Flash Express
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Other approved logistics providers
The courier used for your order will be shown once your order has been shipped.
Order Tracking
After your order is dispatched, a tracking number will be provided (where available).
You can track your shipment through:
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Your Hoopono.my account
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The courier's tracking website or mobile application
Delivery Attempts
If no one is available to receive your parcel:
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The courier may attempt another delivery.
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The courier may leave instructions for collection.
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Additional delivery charges may apply if the parcel is returned due to an incorrect address or repeated failed delivery attempts.
Escrow Payment Protection
For eligible transactions:
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Your payment may be securely held by Hoopono.my until your order is delivered.
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We encourage you to inspect the item promptly after delivery.
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If there are no reported issues within the applicable confirmation period, payment may be released to the seller.
This process helps create a safer and more trustworthy marketplace for both buyers and sellers.
Shipping Delays
Unexpected delays may occur due to:
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Severe weather
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Public holidays
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Courier operational issues
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Customs inspections (for international shipments)
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High order volumes
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Natural disasters or other unforeseen events
We appreciate your patience should any of these situations arise.
Incorrect Shipping Address
Please ensure your delivery address and contact details are accurate before placing your order.
Hoopono.my is not responsible for delivery issues caused by incorrect or incomplete information provided by the buyer.
Damaged or Missing Orders
If your order arrives damaged, incomplete, or you receive the wrong item, please contact us as soon as possible and provide:
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Your order number
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Photos of the item and packaging
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A description of the issue
Our team will work with the seller to resolve the matter promptly.
Need Help?
If you have any questions about shipping or delivery, please contact our Customer Care team.
Hoopono.my
Address:
56, Jalan Kepitom,
Tom Yeong,
70000 Seremban,
Negeri Sembilan, Malaysia
Customer Care:
+60 11-5555 3633
Email:
info@hoopono.my
Thank you for shopping with Hoopono.my. We appreciate your trust and are committed to delivering a secure and reliable shopping experience.
Return Policy
Effective Date: 5 July 2026
At Hoopono.my, we are committed to providing a secure and reliable marketplace for buyers and sellers. This Return Policy explains when and how products may be returned.
1. Eligibility for Returns
You may request a return if:
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You received the wrong item.
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The item arrived damaged during delivery.
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The item is defective or not functioning as described.
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The item is significantly different from the seller's description.
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Essential parts, accessories, or components are missing.
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The seller shipped an incorrect quantity.
All return requests are subject to review by Hoopono.my and may require supporting evidence.
2. Return Request Period
Buyers should submit a return request within 7 calendar days after receiving the order.
Requests submitted after this period may be declined unless otherwise required by applicable law.
3. How to Request a Return
To request a return:
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Log in to your Hoopono.my account.
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Go to My Orders.
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Select the relevant order.
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Click Request Return.
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Choose the reason for your return.
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Upload clear photos or videos showing the issue.
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Submit your request for review.
Our team may contact you if additional information is required.
4. Return Conditions
Returned items should:
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Be returned in their original condition where reasonably possible.
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Include the original packaging, accessories, manuals, and any promotional items received with the order.
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Be securely packaged to avoid damage during return shipping.
Hoopono.my reserves the right to refuse returns if the item has been intentionally damaged, altered, misused, or is missing essential components due to the buyer's actions.
5. Items Not Eligible for Return
The following items are generally not eligible for return unless they are faulty, damaged, or required by applicable law:
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Perishable goods
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Opened personal care or hygiene products
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Custom-made or personalised products
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Digital products or downloadable content
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Gift cards or vouchers
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Products clearly marked as non-returnable on the product page
6. Return Shipping
If the return request is approved:
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The seller may provide return instructions.
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The buyer should return the item within the specified timeframe.
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Responsibility for return shipping costs depends on the reason for the return and applicable law.
If the return is due to a seller error (such as sending the wrong or defective item), the seller may be responsible for reasonable return shipping costs.
7. Inspection of Returned Items
Once the returned item is received, the seller or Hoopono.my may inspect it to verify the reported issue.
If the return is approved, the refund process will begin in accordance with our Refund Policy.
8. Escrow Payment Protection
For eligible transactions:
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Buyer payments may be securely held by Hoopono.my until the order is delivered and accepted.
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If a valid return request or dispute is submitted before payment is released, the funds may continue to be held while the matter is investigated.
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Once the matter is resolved, payment may be released to the seller or refunded to the buyer, depending on the outcome.
9. Fraud Prevention
Hoopono.my reserves the right to reject return requests involving:
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False or misleading claims
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Fraudulent activity
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Abuse of the return process
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Attempts to return a different item from the one originally purchased
Accounts engaging in fraudulent activities may be suspended or permanently terminated.
10. Changes to This Policy
Hoopono.my may update this Return Policy from time to time. Any changes will be published on this page with a revised Effective Date.
11. Contact Us
If you have any questions about this Return Policy, please contact us.
Hoopono.my
Address:
56, Jalan Kepitom,
Tom Yeong,
70000 Seremban,
Negeri Sembilan, Malaysia
Customer Care:
+60 11-5555 3633
Email:
info@hoopono.my
Thank you for choosing Hoopono.my. We are committed to providing a safe, fair, and trusted marketplace for buyers and sellers across Malaysia.
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