Delivery Policies
1.General Information
All orders are subject to product availability. If an item is not in stock at the time you place your order, we will notify you and refund you the total amount of your order, using the original method of payment.
Each customer is responsible to check the order confirmation for correctness. Once you placed the order you are responsible to contact us within 3 hours of placing the order to make any changes. After 3 hours the order is in processing mode and changes to orders cannot be guaranteed.
2. Order Processing:
Material is mostly packed in cartons for easy handling. These cartons are stack together on a pallet and strapped for transport. We pay special attention to corner protection and wrapping to ensure your product arrives safely.
3. Delivery Location
Items offered on our website are only available for delivery to addresses within Klang Valley. Any delivery outside of Klang Valley are not available at this time (Kindly refer to the post code checker on product pages).
The delivery address indicated in order confirmation is the final destination of delivery. Any changes of delivery destination shall subject to additional charges.
4. Delivery Time
An estimated delivery time will be provided to you once your order is placed. Delivery times are estimates and commence from the date of delivery, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order.
Unless there are exceptional circumstances, we make every effort to fulfil your order within [5 – 10] working days of the date of your order. Working day mean Monday to Friday, except holidays.
Please note we do not ship on [Saturday & Sundays].
Date of delivery may vary due to carrier practices, delivery location and the items ordered. Products may also be delivered in separate shipments varies on the quantity of the orders.
5. Delivery Instructions
The order confirmation reference will be used for all correspondences of the order. Our appointed personnel will call you two days in advance on the delivery arrangement.
Please make sure you can keep you Delivery Appointment. If you miss your appointment the Transporter will charge an additional fee which could be up to RM300.
6. Delivery Costs
Delivery costs are based on per order, the charges for each trip is RM380. Once at the checkout screen, delivery charges will be displayed.
Additional charges may apply to remote areas or height of the buildings, kindly input any additional information before you check out to ensure the success of delivery process. (e.g. Lift availability, level of the space)
Sales tax is charged according to the province or territory to which the item is shipped.
7. Damaged Items in Transport?
- Inspect each carton for outside damage. If cartons show torn cardboard or distressed edges this is a good indication for damage.
- Check your Delivery Order (DO) for correctness and count all material received to make sure all is there.
- Note all issues (damages) on the DO and be as specific as possible.
- Sign DO and receive all material including damaged material
- Once unloaded, we recommend storing the flooring in the location where it is to be installed. This will allow the flooring to acclimate and be ready for install.
If there is any damage to the packaging on delivery, contact us immediately at (603-61565271).
We will replace the damaged product for you and file a claim with the transporter ONLY if you note damaged on the delivery slip (DO). Without the notation we lose the ability for file a freight claim and are not able to provide replacement material at no cost to you.
8. Questions
If you have any questions about the delivery and shipment or your order, please contact us at
(603-61565271).
Self-Collection
General Information
*Please Contact Customer Service at (603-61565271) or info@hoss.com.my to schedule a pick-up time. (Your order might not be ready for pick up if no prior appointment is made.)
Return Policies
1. Returns / Cancellation
We do not accept refunds or exchanges unless the item you purchased is defective. If you receive a defective item, please contact us at (603-61565271) or info@hoss.com.my with details of the product and the defect. You can send the item you consider defective to:
2, Jalan T.S.B. 8, Taman Industri Sg. Buloh, Jalan Subang, 47000 Selangor D.E. Malaysia
If you are not happy with our product and insisting on returning them to us, you can return unopened items in the original packaging within 30 days of your purchase with receipt or proof of purchase. If 30 days or more have passed since your purchase, we cannot offer you a refund or an exchange.
Upon receipt of the returned item, we will fully examine it and notify you via email, within a reasonable period of time, whether you are entitled to a return. If you are entitled to a return, we will refund 80% of your total purchase price and a credit will automatically be applied to your original method of payment.
We only accept order cancellations 3 days after you made your order, a processing fees will be charged to your account. The cost of the processing fees is RM200, for more information kindly refer to our refund policies.
Only regular priced items may be refunded. Sale items are non-refundable.
To follow-up on the status of your return, please contact us at (603-61565271) or info@hoss.com.my.
2. Exchanges
We only exchange goods if they are defective or damaged. In circumstances where you consider that a product is defective, you should promptly contact us at (603-61565271) or info@hoss.com.my with details of the product and the defect. You can send the item you consider defective to:
2, Jalan T.S.B. 8, Taman Industri Sg. Buloh, Jalan Subang, 47000 Selangor D.E. Malaysia
Upon receipt of the returned product, we will fully examine it and notify you via e-mail, within a reasonable period of time, whether you are entitled to a replacement as a result of the defect. If you are eligible, we will send you a replacement product.
3. Shipping
To return the item you purchased, please deliver it to:
2, Jalan T.S.B. 8, Taman Industri Sg. Buloh, Jalan Subang, 47000 Selangor D.E. Malaysia
Refunds do not include any shipping/delivery and handling charges, the shipping/delivery charges for all returns must be prepaid and insured by you. You are responsible for any loss or damage to hardware during the transportation process. We do not guarantee that we will receive your returned item. Shipping/delivery and handling charges are not refundable. Any amounts refunded will not include the cost of shipping.
Pick-Up Location:
2, Jalan T.S.B. 8, Taman Industri Sg. Buloh, Jalan Subang, 47000 Selangor D.E. Malaysia
Pick-Up Information:
We are more than happy to assist with the loading and unloading of your merchandise. Any damage to vehicle(s) incurred while assisting with the loading/unloading of equipment, or during equipment transport will be the customers responsibility.
Customer is responsible for the accuracy of the order, so be sure to read through the order details and check the product numbers, and quantities. The product is packaged in cartons to be easily carried and transported usually weighing 30-45kg each.
Merchandise that is picked up will be in cartons and require assembly. Please be sure that the size of your vehicle will accommodate the size and weight of the merchandise to be picked up. We are not responsible for loading and tie-down of merchandise or the safe transportation of merchandise to your home. Damage that occurs during loading or transit is not covered under the warranty.
