Delivery Policy
1. Scope
This Shipping Policy applies to all retail purchases made on Sanag.com.my and delivered to addresses within Malaysia. We do not currently ship to P.O. Boxes, hotels, freight-forwarders, or international destinations.
2. Fulfilment Partner & Service Level
All parcels are dispatched via City-Link Express (Standard) or Fedex (Express) . This service offers door-to-door delivery, parcel tracking, and proof of delivery according to their service standards.
3. Processing & Delivery Time
Estimated working-day guidelines (Monday–Friday, excluding public holidays):
| Milestone | Working-day Guideline | Details |
|---|---|---|
| Order confirmation & payment verification | 0 – 1 working day | Orders placed after 12 pm or on weekends/public holidays are processed the next working day. |
| Warehouse pick & pack | +1 working day | Quality inspection and packing in tamper-evident satchels. |
| Transit (City-Link Express - Standard) | +5 – 7 working days | End-to-end tracking provided by City-Link Express (Typically 10 working days in total) |
| Transit (Fedex - Express) | +3 – 5 working days | End-to-end tracking provided by Fedex (Typically 05 working days in total) |
4. Shipping Fees
|
Cart Value (after discounts, before SST) |
Shipping Fee (incl. SST) |
|---|---|
| Below MYR 600 | Fedex (Within 05 business days) @ MYR 60 |
| Below MYR 600 | City Link Express (10 Business days) @ MYR 20 |
| MYR 600 & above | FREE |
5. Order Tracking
A tracking number will be emailed once your parcel is handed over to City-Link Express/Fedex.
You may track your shipment at:
www.citylinkexpress.com/tracking
www.fedex.com/fedextrack/
6. Undeliverable or Returned Parcels
If a delivery attempt is unsuccessful, there are two (02) options available if you miss a delivery:
City-Link Express:
1. Self-collect shipment at collection counter as stated in Attempted Delivery Note.
2. Request for Reattempt of delivery (only applicable for selected trackable item). You may go to https://www.citylinkexpress.com/track-your-shipment/ to do so.
Fedex:
FedEx will leave a door tag or update the tracking status online to inform you of the attempted delivery.
FedEx usually makes up to three (03) delivery attempts on business days.
7. Risk of Loss & Title
Title to the goods passes to you upon our receipt of full payment. Risk of loss or damage transfers upon successful delivery and signature at the address provided. Please inspect the package on arrival and contact us within 48 hours if contents are missing or damaged.
8. Compliance with Malaysia Regulations
- Consumer Protection Act 1999 (CPA) – We uphold fair trading, accurate delivery representations, and provide remedies for late or non-delivery in line with the CPA.
- Personal Data Protection Act (PDPA) Malaysia – Your shipping details are collected and shared with City-Link Express and Fedex solely for delivery fulfilment and handled in accordance with our Privacy Policy and PDPA requirements.
9. Changes to This Policy
Sanag reserves the right to update this Shipping Policy to reflect changes in law, logistics partners, or service levels. Any revisions will be posted on this page with a new effective date.
10. Need Help?
For questions about shipping or to report a delivery issue, please contact SanagMY@d-Artz.Com.Sg.
