Shipping Policy - EcoFlow Malaysia

EcoFlow Malaysia – True Colour Media Group Sdn Bhd (202501025887)

Effective Date: 13 September 2025
Website: https://ecoflow.com.my

Thank you for shopping at EcoFlow Malaysia. We are committed to offering you reliable delivery across Malaysia. The following terms outline our shipping policy:


📦 Shipment Processing Time

  • Orders are typically processed within 1–3 business days after payment is confirmed.

  • Delivery is expected within 7–14 business days depending on your location and courier performance.

  • Orders are not shipped on weekends or Malaysian public holidays.

If we are experiencing a high volume of orders, there may be slight delays. You will be notified via WhatsApp or SMS if there is any significant delay with your shipment.


📫 Shipping Areas

We currently deliver to all states within Peninsular Malaysia and East Malaysia (Sabah & Sarawak).
📍 We do not ship to P.O. Box addresses.


🚛 Delivery Partners & Courier Liability

All products are delivered using trusted third-party courier services, including:

  • Lalamove

  • J&T Express

  • Pos Laju

  • Ninja Van

We do not operate our own delivery fleet. Each courier has its own standard transit protection or claims policy to cover loss or damage during delivery:

  • For example, Lalamove’s Goods Protection Promise offers automatic coverage without requiring additional fees.

  • Other courier partners also provide basic compensation according to their own terms and limits.

In the unlikely event that a courier’s compensation amount is lower than the product’s value, we will cover the remaining balance to ensure our customer is fully refunded.

EcoFlow products are plug-and-play portable units that do not require installation.
As such, we do not offer installation services, and no installation fee is charged.


📧 Shipment Confirmation & Tracking

Once your order has been shipped, you will receive a confirmation message containing:

  • Tracking number

  • Courier name

  • Tracking link

Tracking updates may take up to 48 hours to reflect in the system.


⚠️ Shipping Information Accuracy

Please ensure all shipping information (address, phone number, etc.) provided at checkout is accurate. We are not responsible for:

  • Delays due to incorrect addresses

  • Loss or damage caused by customer-side errors

  • Missed deliveries due to unreachable phone numbers

If an order is returned to us due to incorrect address, a redelivery fee will be charged.


📦 Damaged or Missing Orders

If your order arrives damaged or is lost in transit:

  1. Take clear photos of the packaging and damaged items

  2. Contact us within 3 business days of delivery

We will assist in filing a claim with the courier. Once verified:

  • Refunds will be processed via the original payment method

  • Or a replacement will be shipped

  • Or a suitable repair solution may be proposed

📞 WhatsApp: (+60)12-791 3863

📌 Please retain the original packaging during the claim process.

 

🔁 Returns & Refunds

For returns and exchanges, please refer to our Return & Refund Policy. Return shipping fees may apply unless the product is faulty or wrongly delivered.


💬 Shipping Support

For order or shipping inquiries, please contact:
📱 WhatsApp: (+60)12-791 3863
📧 Email: jackson@truecolourmedia.com
📍 Operating Hours: Monday to Friday, 9:00 AM – 6:00 PM (MYT)