Shipping Policy

This Shipping Policy explains how SIGNAL & SCENE SDN. BHD. ("SIGNAL&SCENE", "we", "us", or "our") handles order processing, delivery, shipping fees, estimated delivery timelines, third-party courier services, failed delivery, returned parcels, damaged parcels, and non-receipt claims.

This Policy applies to products purchased from SIGNAL&SCENE through www.signalscene.net or any other official sales channel operated by SIGNAL&SCENE. By placing an order with SIGNAL&SCENE, you agree to this Shipping Policy together with our Terms of Service, Privacy Policy, Refund & Return Policy, Anti-Bribery / Anti-Corruption Policy, and any other applicable terms published by SIGNAL&SCENE from time to time.

SIGNAL&SCENE currently delivers within Malaysia only. Unless expressly agreed otherwise in writing, we do not provide international shipping. Delivery availability may vary depending on product type, courier coverage, delivery address, product size, product weight, production requirements, and service availability.

SIGNAL&SCENE may reject, cancel, or request a revised delivery arrangement if we are unable to deliver to the address provided.

Orders are delivered through third-party courier companies, logistics providers, fulfilment partners, or delivery service providers. SIGNAL&SCENE will use reasonable efforts to arrange delivery after your order is confirmed, processed, packed, and ready for shipment. However, delivery is carried out by third-party providers.

SIGNAL&SCENE does not fully control courier routes, delivery schedules, delivery attempts, delays, scanning updates, weather disruptions, courier capacity, or other operational matters handled by the courier. SIGNAL&SCENE may assist customers with delivery enquiries on a reasonable best-effort basis.

Order processing begins after payment is successfully confirmed and the order is accepted by SIGNAL&SCENE. Processing time may vary depending on:

• product availability and payment confirmation
• order volume and product type
• customisation requirements and artwork approval
• production schedule and supplier availability
• warehouse handling and courier pickup schedule
• public holidays, internal review, and other operational factors

Orders are generally processed during business days, excluding weekends, public holidays, courier non-working days, and any other period where operations are affected.

Customised and personalised products may require additional processing and production time. This includes products that are printed, embroidered, engraved, branded, personalised, made-to-order, specially configured, or produced based on customer artwork, logo, text, colour, size, quantity, or design.

For customised products, delivery timelines may only begin after payment is confirmed, order details are complete, artwork is received, artwork proof is approved where applicable, and production requirements are confirmed. Production time may vary depending on product type, quantity, design complexity, artwork quality, supplier schedule, production capacity, and quality check requirements. Any delivery date provided for customised products is an estimate only.

Delivery timelines shown on our website, product page, checkout page, order confirmation, courier tracking page, or customer service communication are estimates only. Estimated delivery timelines are not guaranteed unless expressly stated in writing by SIGNAL&SCENE.

Actual delivery time may be affected by:

• courier pickup schedule and capacity
• delivery location and traffic conditions
• weather conditions and public holidays
• peak season and incorrect or incomplete address
• unavailable recipient and failed delivery attempts
• parcel sorting delays and courier system delays
• payment verification, production delays, and stock delays
• force majeure events or circumstances outside SIGNAL&SCENE's reasonable control

SIGNAL&SCENE is not liable for losses, inconvenience, missed deadlines, event delays, business interruption, or indirect losses caused by delivery delays outside our reasonable control.

Shipping fees may be displayed at checkout or communicated before order confirmation. Shipping fees may depend on delivery location, parcel size, parcel weight, product quantity, courier service selected, delivery speed, packaging requirements, promotional shipping terms, and special handling requirements.

SIGNAL&SCENE may offer free shipping, discounted shipping, or promotional shipping from time to time. Such offers may be subject to minimum spend, product exclusions, location restrictions, campaign period, or other conditions. Shipping fees may not be refundable unless required by law or approved by SIGNAL&SCENE under our Refund & Return Policy.

Customers are responsible for providing a complete, accurate, and deliverable address. This includes:

• recipient name and phone number
• full delivery address, unit number, and floor number
• building name, street name, postcode, city, and state
• any special delivery instruction, if applicable

SIGNAL&SCENE is not responsible for delayed delivery, failed delivery, returned parcels, wrong delivery, or lost parcels caused by incorrect, incomplete, outdated, or misleading delivery information provided by the customer. If you need to change your delivery address after placing an order, please contact SIGNAL&SCENE as soon as possible. Address changes are not guaranteed once the order has been processed, packed, shipped, or handed to the courier.

The courier may attempt delivery according to its own delivery procedures. If the recipient is unavailable, the courier may attempt re-delivery, contact the recipient, leave a delivery notice, request pickup from a courier branch or collection point, return the parcel to sender, or mark the parcel as failed delivery.

Customers are responsible for monitoring tracking updates and responding to courier calls, messages, or delivery notices. SIGNAL&SCENE is not responsible for failed delivery caused by unavailable recipient, unreachable phone number, refusal to accept parcel, unclaimed parcel, or failure to follow courier instructions.

A delivery may fail due to incorrect address, incomplete address, unavailable recipient, recipient cannot be contacted, recipient refuses delivery, address is inaccessible, building restrictions, courier unable to locate address, parcel is unclaimed, or other courier-related or customer-related reasons.

If delivery fails and the parcel is returned to SIGNAL&SCENE, we may contact you to arrange the next step. Depending on the situation, SIGNAL&SCENE may: arrange re-delivery with additional shipping fees; request updated delivery information; cancel the order and refund the eligible amount; deduct shipping, return shipping, handling, or other reasonable costs; issue store credit; or reject refund for customised or made-to-order items where production cost has already been incurred.

If a parcel is returned to SIGNAL&SCENE due to incorrect address, failed delivery, unclaimed parcel, recipient refusal, or customer-related delivery issue, the customer may be responsible for additional shipping fees, return shipping fees, handling fees, and any other reasonable costs incurred.

For non-customised products, SIGNAL&SCENE may decide whether to re-deliver, refund, partially refund, or issue store credit. For customised, personalised, printed, embroidered, engraved, made-to-order, or specially produced products, SIGNAL&SCENE may reject cancellation or refund if the product was produced according to the confirmed order.

Where available, SIGNAL&SCENE may provide tracking information after the order is shipped. Tracking information may be sent by email, SMS, account dashboard, courier notification, or other communication channel. Tracking updates are provided by third-party couriers. SIGNAL&SCENE is not responsible for delayed, missing, inaccurate, or incomplete tracking updates caused by courier systems.

If tracking information does not update immediately, please allow reasonable time for the courier system to refresh.

If your parcel arrives damaged, opened, wet, crushed, suspicious, resealed, or tampered with, please take photos or videos before opening or using the product. You should keep:

• outer packaging and inner packaging
• courier label and parcel wrapping
• product packaging and damaged item
• any other relevant evidence

Please report the issue to SIGNAL&SCENE within seven (7) days from delivery. SIGNAL&SCENE may request photos, videos, unboxing evidence, courier label photos, and other supporting information before reviewing the claim. Please refer to our Refund & Return Policy for more information.

If your parcel arrives but contains missing items, wrong quantity, wrong item, or incomplete contents, you must notify SIGNAL&SCENE within seven (7) days from the delivery date. You may be required to provide order number, parcel photos, product photos, courier label photo, packaging photos, unboxing video where available, and a written description of the missing or incorrect item.

SIGNAL&SCENE will review the claim based on order records, packing records, courier records, warehouse records, product weight, and supporting evidence.

If you have not received your order, you must notify SIGNAL&SCENE within fourteen (14) days from the shipment date, delivery notification date, or estimated delivery timeframe, whichever is applicable. If you do not report non-receipt within this period, SIGNAL&SCENE may treat the order as received and acknowledged, unless there is clear evidence to the contrary or applicable law requires otherwise.

If courier records show that the parcel was delivered, SIGNAL&SCENE may require further investigation before approving any replacement, refund, partial refund, or store credit.

If a parcel appears to be lost during delivery, SIGNAL&SCENE may assist with courier investigation. A parcel may be treated as lost only after the courier confirms the loss or after SIGNAL&SCENE determines that the parcel cannot reasonably be located based on available evidence.

If a parcel is confirmed lost and the loss is not caused by customer error, SIGNAL&SCENE may offer replacement, re-shipment, refund, partial refund, store credit, or other reasonable solution. If the parcel is lost due to incorrect address, incomplete address, unavailable recipient, customer refusal, unclaimed parcel, customer instruction to courier, or other customer-related reason, SIGNAL&SCENE may reject the claim or deduct reasonable costs.

A parcel may be treated as delivered if courier records show successful delivery status, proof of delivery, recipient signature, delivery photo, parcel collection record, delivery to guardhouse, reception, mailroom, parcel locker, office, or authorised person, delivery confirmation by courier, or any other reasonable evidence of delivery.

Customers are responsible for ensuring that the delivery location is safe and suitable for receiving parcels. SIGNAL&SCENE is not responsible for parcels lost after successful delivery due to theft, misplaced parcel, unauthorised collection, shared delivery address, unsecured premises, or failure to collect from an authorised receiving point, unless required by law or clearly caused by SIGNAL&SCENE's error.

Risk of loss or damage may pass to the customer upon delivery to the address provided, successful collection, signed receipt, courier proof of delivery, or other evidence that the parcel was delivered. If loss or damage occurs before delivery and is not caused by the customer, SIGNAL&SCENE may assist with investigation and may offer a remedy subject to our Refund & Return Policy.

SIGNAL&SCENE may ship items in separate parcels or batches depending on product availability, product type, customisation status, supplier availability, warehouse location, parcel size, or fulfilment requirements. If your order is split into multiple shipments, each shipment may have separate tracking information and delivery timing.

Partial shipment does not automatically mean that the remaining items are missing. Please check your order details and tracking updates before submitting a missing item claim.

Some products may be pre-order, backorder, made-to-order, customised, or subject to supplier availability. Estimated shipping timelines for such products may be longer than ready-stock items. If an item is delayed due to supplier, production, stock, or customisation reasons, SIGNAL&SCENE may notify you where practicable.

SIGNAL&SCENE may offer cancellation, replacement, store credit, or refund where an order cannot be fulfilled within a reasonable period, subject to product type and production status.

Shipping and delivery may take longer during sales campaigns, festive seasons, year-end periods, public holidays, courier peak periods, warehouse peak periods, severe weather, or operational disruptions. Customers are encouraged to place orders early if products are required for a specific event, campaign, deadline, or occasion. SIGNAL&SCENE does not guarantee delivery by a specific event date unless expressly agreed in writing.

SIGNAL&SCENE currently ships within Malaysia only. However, where any tax, duty, import charge, clearance fee, documentation fee, remote area surcharge, special delivery fee, or other additional charge applies due to special delivery circumstances, customer request, location, or service provider requirement, the customer may be responsible for such charges unless otherwise stated.

Customers are responsible for:

• providing accurate delivery information
• ensuring recipient availability
• monitoring tracking updates and responding to courier communication
• collecting parcels promptly
• checking parcels upon receipt
• reporting delivery issues within the required period
• keeping packaging and evidence for claims
• contacting SIGNAL&SCENE promptly for delivery disputes
• not making false, misleading, or fraudulent delivery claims

Failure to follow this Policy may affect the outcome of delivery-related claims.

SIGNAL&SCENE may assist with courier-related enquiries, but we are not responsible for courier delays, courier system errors, courier scanning issues, failed delivery attempts, delivery route delays, or courier operational issues outside our reasonable control. Where a courier investigation is required, the result may depend on the courier's records, internal review, proof of delivery, and investigation process.

SIGNAL&SCENE shall not be liable for shipping delays, failed delivery, or delivery disruption caused by events beyond our reasonable control, including natural disasters, flood, fire, pandemic, epidemic, war, civil unrest, labour dispute, courier disruption, supplier disruption, payment provider issue, government action, regulatory action, power failure, internet disruption, or other force majeure events.

SIGNAL&SCENE may update, amend, or replace this Shipping Policy from time to time. The updated Shipping Policy may be published on our website. Your continued use of our website or placement of orders after the updated Shipping Policy is published means that you accept the revised Shipping Policy.

For shipping, delivery, tracking, failed delivery, damaged parcel, missing item, or non-receipt enquiries, please contact: