Shipping policy

At Urban Homefarming Sdn Bhd, we’re committed to delivering your orders in a timely and efficient manner. Please review our shipping and fulfilment policy for more information on how we process and ship your orders.


1. Order Processing
Processing Time: Orders are processed within 2-4 business days after payment confirmation. For pre-order items, processing time may vary. We notify customers of any delays via email, SMS or WhatsApp.
Pre-Order Schedule: For pre-order items, orders close every Sunday, with delivery arranged for the following Wednesday.
Order Confirmation: Once your order is processed, you will receive an email or phone confirmation via WhatsApp containing your order details.


2. Shipping Options
Delivery Options:
Pickup: Customers can pick up their orders at the Urban Homefarming office. Please select "Pickup" during checkout and indicate your preferred time and date for the pick-up process.

**Self Pickup Hours: Available from 10:00 AM onward on Tuesday - Wednesday. (Please note: No pickups or deliveries on Mondays due to internal operations and public holiday adjustments.)  

Ship: For customers within the vicinity, the "Ship "option is provided using Grab delivery. The delivery fee may vary from the calculated checkout amount. The staff may contact you for further information and the confirmation process.

**Delivery Coverage: We currently offer delivery within a 16 km radius from our location.


3. Shipping Rates
Grab delivery: For Grab delivery, the fee and the vehicle type is according to the Grab delivery services and fee rate itself considering the weight and the type of the items with the minimum and base fare of RM7. As the customer confirmed and agreed to use Grab delivery services, the customers should be familiar with and informed of the Grab Terms & Policy. The link provided here should direct you to the Grab website for clear and relevant information such as what items can or cannot be delivered by Grab (https://www.grab.com/my/express/).


4. Delivery Time
Typically takes 1-3 business days after the order is dispatched. Delivery time may vary based on location and carrier schedules.
Pre-Order Deliveries: For pre-orders, delivery is made on the designated Wednesday following the order closing date (Sunday).


5. Order Tracking
Once your order is shipped, we will provide information to monitor its progress. For local Grab deliveries, real-time tracking may not be available, but estimated delivery times and Grab delivery information will be provided.


6. Delivery Issues
Damaged or Lost Packages: If your package arrives damaged or if it doesn’t arrive at your preferred location, please contact us immediately. We will work with the carrier to resolve the issue.
Wrong Address: Please ensure your shipping address is accurate at checkout. We are not responsible for orders shipped to incorrect addresses provided by the customer. Additional charges may apply if the order needs to be resent.


7. Customer Support
For questions about your order or delivery status, please contact our Customer Support team at urbanfarmerkk@gmail.com or call us at 017 575 0238. Our support hours are [weekdays/9 am-4.30 pm operation].