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)