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Shipping policy

1. Order Processing Time

  • All orders are processed within 1 business day (Monday to Friday, excluding public holidays).
  • Orders placed before 1:00 PM (MYT) will be processed on the same day.
  • Orders placed after 1:00 PM (MYT) or on weekends/public holidays will be processed on the next business day.

2. Shipping Methods & Delivery Times

[For eSIM orders, the eSIM redemption code will be instantly emailed to you once order is places. Hence there is no physical delivery involved.]

Within Malaysia (including Labuan, Sabah, and Sarawak):

  • Standard Delivery:

    • Shipping Fee: RM6 per delivery.
    • Free Shipping: Available for purchases above RM100.
    • Estimated Delivery Time: 2-5 working days for West Malaysia; at least 5 working days for East Malaysia.

  • Express Delivery (KL & Selangor areas):

    • Shipping Fee: Ranges from RM18 to RM35, depending on location.
    • Estimated Delivery Time: Within 12-24 working hours (Monday to Friday).

  • Self-Collection:

    • Availability: Orders can be collected 2 hours after placement.
    • Collection Hours: Monday to Friday, 10:00 AM to 4:00 PM.
    • Location: Ara Damansara, Selangor.
    • Note: Self-collection is not available on weekends and public holidays.

International Shipping:

  • Courier Service: Premium DHL Worldwide Express/FedEx.
  • Estimated Delivery Time: 2-6 working days.
  • Shipping Fees:
    • Zone 1: RM100 per delivery.
      • Countries: Singapore, Thailand, Indonesia, Cambodia, Laos, Vietnam, Myanmar, Philippines, Bhutan, China, Hong Kong, Macau, Maldives, Mongolia, Nepal, Sri Lanka, Taiwan.
    • Zone 2: RM135 per delivery.
      • Countries: USA, Canada, Mexico, United Kingdom, Australia, New Zealand, Austria, Belgium, Denmark, France, Finland, Germany, Hungary, Italy, Republic of Ireland, Liechtenstein, Luxembourg, Monaco, Netherlands, Norway, Portugal, Sweden, Switzerland, Japan, South Korea, Brunei, Bangladesh, India.
    • Rest of the World: RM174 per delivery.
  • Note: Delivery fees do not include customs taxes and duties (if any).

3. Order Tracking

  • Once your order has been shipped, you will receive a tracking number via email or SMS.
  • You can track your order status through our courier partner’s website using the tracking number provided.

4. Shipping Restrictions

  • We do not deliver to P.O. boxes or military addresses.
  • Certain remote areas may experience longer delivery times or limited courier availability.
  • If your shipping address is in a restricted or undeliverable location, we will contact you to arrange an alternative solution.

5. Shipping Delays

  • While we strive to ensure timely deliveries, we are not responsible for delays caused by:
    • Courier service disruptions.
    • Natural disasters or extreme weather conditions.
    • Public holidays or peak shopping seasons (e.g., 11.11, 12.12, festive periods).
    • Incorrect or incomplete shipping details provided by customers.

6. Lost or Damaged Packages

  • If your order is lost or damaged during transit, please contact us immediately at support@hello1010.my or WhatsApp +6013 688 1010.
  • We will work with the courier to resolve the issue, but we are not liable for lost or stolen packages once they are marked as "Delivered."

7. Address Changes & Order Modifications

  • If you need to update your shipping address or modify your order, please contact us within 1 hour of placing your order.
  • Once the order has been processed or shipped, we may not be able to make changes.

8. Contact Us

For any shipping-related inquiries, please reach out to our customer support team: