Shipping policy
Last updated: 7 August 2026
1. Scope
This policy is issued by Radlab Group Enterprise (Registration No. SA0647264-X), trading as ardion+ ("ardion+", "we", "us" or "our"). It applies to orders placed through the Malaysia version of ardion.co, delivered to an accepted Malaysian address, and any Malaysia sales channel that expressly links to this policy. It does not govern a future country-localised international store unless that store expressly adopts this version.
This policy explains where we deliver, order processing, estimated transit, scheduled prepaid deliveries, delivery charges and what happens if a parcel is delayed, damaged, lost or returned.
2. Delivery area
This Malaysia store currently delivers only to Malaysian addresses accepted by our checkout and courier partners. Availability may differ for remote areas, islands, restricted locations, P.O. boxes or addresses a courier cannot safely serve.
A future country-localised international store will have its own prices, delivery areas, shipping charges, customs or tax disclosures, payment methods and policies. This Malaysia Shipping Policy does not apply to such a store unless expressly adopted there.
We may contact you before accepting or dispatching an order if the address requires a surcharge, special arrangement or cannot be served.
3. Processing time
Confirmed processing target: 3-5 working days
Processing time begins after payment clears and any necessary verification is complete. It excludes weekends, public holidays, pre-order periods and delays caused by an incomplete address or verification request.
An estimated date is not a guarantee, but we will act reasonably and notify you of a material delay where practicable.
4. Estimated delivery time
Peninsular Malaysia: 3 to 5 working days
Sabah, Sarawak and Labuan: 7 to 12 working days
Transit begins after dispatch. Remote-area, peak-season, weather, customs or courier disruption may take longer. The estimated delivery time must also be shown on the product page or before checkout as required.
5. Delivery charges
Delivery is charged separately unless an official promotion states otherwise. The full product price, delivery cost, tax and other mandatory charges will be displayed before order submission.
For prepaid bundles, delivery charges for all scheduled shipments are calculated and collected upfront at checkout as part of the total order amount. No additional delivery charge will be collected before subsequent monthly dispatches.
6. Current purchase options and fulfilment pattern
A Single Tub is ordinarily dispatched as one parcel.
The 3-Month Prepaid Routine is paid once and ordinarily fulfilled as one tub per scheduled month for three months.
The 12-Month Prepaid Ritual is paid once and ordinarily fulfilled as one tub per scheduled month for twelve months.
The prepaid bundles do not renew automatically. The order confirmation should state the first expected dispatch and the basis used for later monthly scheduling.
7. Tracking and delivery updates
Where tracking is available, it will be sent by email, customer account, SMS, WhatsApp or another recorded channel. Tracking may take time to update after a label is created.
Please monitor the tracking and contact the courier or us promptly if delivery requires action.
8. Address accuracy and corrections
Check your name, telephone number, postcode, unit number and delivery instructions before placing the order. Contact us immediately if an error is found.
For a future prepaid shipment, request an address change at least five business days before scheduled dispatch. We may verify the request and charge or refund a delivery-cost difference. A change is not effective until confirmed in writing.
Once a parcel is dispatched, redirection may be unavailable and may incur an additional courier charge.
9. Failed delivery, refusal and returned parcels
If a parcel is returned because the recipient was unavailable, the address was incorrect or incomplete, access was unavailable, the parcel was unclaimed or delivery was refused without a valid product issue, redelivery may require a new delivery charge.
Where the failure was caused by us or the courier, we will bear reasonable re-delivery cost. We may refund the product instead where re-delivery is not reasonably possible.
10. Delivered status but parcel not located
Check with household members, reception, security, neighbours and any safe location shown by the courier, then contact us promptly with the order number and tracking information. We will assist with a reasonable courier investigation.
We may require a written non-receipt confirmation. A courier scan is relevant evidence but does not automatically defeat a genuine claim.
11. Damaged, tampered, incorrect or missing parcels
Photograph the external parcel, shipping label, internal packaging and affected product before discarding anything, and contact us as soon as reasonably possible. Do not use a product that appears opened, tampered with, contaminated or unsafe.
Where goods are defective or materially different from the accepted order, we will bear reasonable re-delivery or return cost and provide an appropriate remedy under the Return and Refund Policy and applicable law.
12. Delay or inability to supply
If we cannot supply a Single Tub within a reasonable period, we will offer a revised estimate, suitable replacement where agreed, or refund.
If we cannot supply a future tub under a prepaid bundle, we will notify you and offer delayed supply or a pro-rata refund based on the prepaid price of the affected undelivered tub, together with any unused delivery charge collected for that shipment.
13. Delivery pauses and schedule changes
Delivery pauses are not ordinarily available unless the product page or order confirmation states otherwise. We may approve a reasonable exception in writing. A pause or schedule change is not effective until confirmed and may affect delivery charges or the bundle end date.
14. Risk and title
For the purpose of the ardion+ order, full payment is treated as received when Billplz, Atome or another authorised provider confirms the successful transaction to us. A customer's separate obligation to make later payments to Atome does not delay ardion+ fulfilment or convert the order into a recurring subscription.
Ownership passes when the authorised provider confirms successful payment, subject to any lawful cancellation or refund. Responsibility for physical loss ordinarily passes on delivery to the address supplied, but this does not remove a remedy where the parcel was misdelivered, defective, materially different or otherwise not supplied as required by law.
15. Contact
Email: hello@ardion.co
Customer-service / WhatsApp: +60 11-1196 5056
Customer-service hours: Monday - Friday, 9AM - 6PM. Saturday & Sunday: Closed.