Shipping policy

# Shipping & Delivery

**Carlos Newfood Industry Sdn. Bhd.** (202401053674 / 1599516-K)
Last updated: 10 August 2026

## Where we deliver

We deliver throughout **West and East Malaysia**. For orders outside Malaysia, message us
before ordering and we will quote you.

## Delivery charges

| | All of Malaysia |
|---|---|
| Standard rate | **RM15 flat** |
| **Members**, orders above RM99 | **Free** |

One flat rate of **RM15** applies anywhere in Malaysia, West or East — no zone pricing and
no weight bands, so the cost is the same whether you order one packet or a full carton.

**Free delivery is a member benefit.** Sign up for a free Carlos account and any order above
RM99 ships free. Non-member orders are charged RM15 regardless of order value. Membership is
free — creating an account at checkout qualifies you immediately, including on that first order.

## How long it takes

Orders are packed within **1–2 working days**. After collection by the courier:

- **West Malaysia:** 2–4 working days
- **East Malaysia:** 4–7 working days

Working days are Monday to Friday, excluding public holidays. Orders placed after 2pm are
processed the following working day. Deliveries during festive periods, major sale events
and unusual weather may take longer.

## Tracking

You will receive a tracking number by email as soon as your parcel is collected, and by
WhatsApp if you gave us a number. Tracking can take up to 24 hours to show movement.

## Getting your parcel

Please give a complete address including unit or floor number, and a phone number the
courier can reach. **We cannot change the delivery address once an order is packed.**

If nobody is home, the courier will normally attempt redelivery or leave a collection
notice. Parcels returned to us because of an incorrect address, a phone number that could
not be reached, or repeated failed delivery attempts can be resent once you pay the
redelivery charge.

## Keeping the chips crisp

Fish skin chips are dry snacks and travel well, but they are fragile. We pack every order
with cushioning to protect them. Some settling and small pieces at the bottom of a packet
are normal and are not considered damage.

Store your chips in a cool, dry place out of direct sunlight. Once opened, seal the packet
and finish within a few days for the best crunch.

## Missing or damaged parcels

If your parcel is damaged in transit, badly delayed or does not arrive, contact us within
**7 days of the delivery date shown on tracking**, with your order number and photos of
the packaging and contents. See our Returns & Refunds policy for what happens next.

## Bulk and corporate orders

Large orders, event orders and corporate hampers are handled separately and may ship on
different timelines. Email **carlos_newfood26@yahoo.com** for a quote.

## Contact

Email: **carlos_newfood26@yahoo.com** · WhatsApp: **017-669 6689**
Business hours: Monday to Friday, 8am – 5pm