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Delivery & Pickup Policy

At Grove, we prepare and pack every order with care before handing it over to our courier partners. Please review the information below before placing your order.

Order Preparation

Our coconut biscuits are prepared and packed before shipment. As we are producing food products rather than holding large quantities of ready-to-ship stock, please allow time for your order to be prepared before dispatch.

Once your parcel has been handed over to the courier, you will receive the relevant shipping or tracking information where available.

Delivery Areas

We currently deliver within Peninsular Malaysia.

Delivery to Sabah, Sarawak, islands, and certain remote locations may not be available or may require different shipping arrangements.

If we are unable to deliver to your address, we will contact you using the details provided with your order.

Courier Services

Orders are generally shipped using:

• City-Link Express

• J&T Express

We may use another suitable courier service when necessary depending on your location, parcel size, or courier availability.

Estimated Delivery Time

Once your parcel has been received by the courier, delivery normally takes approximately 3–4 working days.

This is an estimated delivery period and not a guaranteed delivery date.

Delivery may take longer during:

• Public holidays and festive periods.

• Major sales or promotional periods.

• Severe weather.

• Courier service disruptions.

• Deliveries to remote locations.

We are not responsible for delays caused by the courier once the parcel has been handed over for delivery, but we will assist where reasonably possible if there is an issue with your shipment.

Delivery Charges

Shipping charges are calculated based on the order, destination, and applicable courier rates.

The shipping fee will be displayed during checkout before payment is completed.

From time to time, free shipping or other delivery promotions may be offered and will be subject to the terms stated at the time of the promotion.

Packaging

Our biscuits are packed carefully and shipped in protective packaging, including a fragile shipping box, to reduce the risk of damage during transit.

As biscuits are naturally fragile, minor cracking or breakage may occasionally occur during courier handling despite protective packaging.

Minor biscuit breakage does not qualify for a replacement or refund.

If your parcel arrives severely or completely damaged, please refer to our Return & Refund Policy and email us with photographic evidence.

Tracking Your Order

Where tracking is available, customers will receive a tracking number after the parcel has been handed over to the courier.

Please allow some time for the courier's tracking system to update after collection or drop-off.

Incorrect or Incomplete Delivery Information

Customers are responsible for providing a complete and accurate delivery address, postcode, contact details, and recipient information when placing an order.

We are not responsible for unsuccessful deliveries, delays, additional courier charges, or returned parcels caused by incorrect or incomplete information provided by the customer.

If a parcel is returned to us because of an incorrect address, failed delivery attempt, or failure to collect the parcel, additional shipping charges may apply before the order can be sent again.

Lost or Delayed Parcels

If your tracking information has not been updated for an unusually long period or your parcel appears to be lost, please contact us at heythegrovefarm@gmail.com with your order number.

We will assist in checking the shipment with the courier.

Courier investigations may take time, and any replacement or refund relating to a confirmed lost parcel will be considered after the courier's investigation has been completed.

Pickup

Where pickup is offered or arranged, collection details will be confirmed directly with the customer.

Please do not arrive without confirmation, as orders may not yet be ready for collection.

Contact

For questions regarding your order, shipment, tracking, or delivery, please contact:

Email: heythegrovefarm@gmail.com

Please include your order number in your email so we can assist you more efficiently.