Shipping policy

SHIPPING POLICY

At Go Star Motor, we aim to process, pack and dispatch all orders carefully and as efficiently as possible.

This Shipping Policy explains our order processing, delivery, shipping charges, failed deliveries, damaged parcels and other shipping-related matters.

By placing an order with Go Star Motor, you agree to this Shipping Policy together with our Terms of Service and Return, Refund & Exchange Policy.

1. ORDER PROCESSING

Orders will normally be processed after successful payment confirmation.

Processing time may vary depending on:

  • Product availability;

  • Order quantity;

  • Payment verification;

  • Public holidays;

  • Promotional periods;

  • Stock location;

  • Special-order requirements; or

  • Other operational circumstances.

Orders placed on weekends or public holidays may begin processing on the next working day.

Please note that order processing time is separate from courier delivery time.

2. ESTIMATED DELIVERY TIME

Delivery times displayed during checkout or provided by our courier partners are estimates only and are not guaranteed delivery dates.

Estimated delivery times may vary depending on:

  • Destination;

  • Courier service;

  • Parcel size and weight;

  • Public holidays;

  • Weather;

  • Peak shopping periods;

  • Remote locations;

  • Courier operational issues; or

  • Circumstances outside our reasonable control.

Go Star Motor will make reasonable efforts to dispatch orders promptly but cannot guarantee that every parcel will arrive within the estimated delivery period.

3. PENINSULAR MALAYSIA, SABAH & SARAWAK

Shipping charges and delivery times may differ depending on the delivery destination.

Orders to:

  • Sabah;

  • Sarawak;

  • Labuan;

  • Islands;

  • Rural locations; or

  • Other remote areas

may require additional shipping time and/or shipping charges.

Some products may also be subject to courier restrictions because of their:

  • Size;

  • Weight;

  • Contents;

  • Battery type;

  • Liquid content; or

  • Dangerous-goods classification.

If additional shipping arrangements are required, we may contact you before dispatch.

4. SHIPPING CHARGES

Shipping charges are calculated based on factors including:

  • Delivery address;

  • Parcel weight;

  • Volumetric weight;

  • Parcel dimensions;

  • Product type; and

  • Selected courier service.

Any shipping fee shown during checkout applies to the applicable order unless otherwise stated.

For unusually large, heavy or oversized motorcycle parts, the shipping amount shown during checkout may require adjustment if the courier's actual charge differs materially from the estimated charge.

Where this occurs, we will contact the customer before dispatch where reasonably possible.

5. LARGE, HEAVY & OVERSIZED MOTORCYCLE PARTS

Certain motorcycle spare parts may require special delivery arrangements because of their size or weight.

Examples may include:

  • Exhaust systems;

  • Body panels;

  • Rims;

  • Large engine components;

  • Frames;

  • Large suspension components;

  • Bulk workshop orders; or

  • Wholesale orders.

Such orders may be shipped using:

  • Standard courier;

  • Cargo service;

  • Transport company;

  • Lorry delivery; or

  • Other suitable logistics providers.

Additional charges may apply.

6. DELIVERY ADDRESS

Customers are responsible for providing a complete and accurate shipping address, postcode and contact number when placing an order.

Please review your delivery information carefully before confirming payment.

Go Star Motor is not responsible for delays, failed delivery or additional charges caused by:

  • Incorrect address;

  • Incomplete address;

  • Incorrect postcode;

  • Incorrect telephone number;

  • Incorrect recipient information; or

  • Delivery information entered incorrectly by the customer.

7. ADDRESS CHANGES

If you need to change your delivery address, please contact us immediately.

We will try to accommodate address changes before the order is packed or dispatched, but we cannot guarantee that a change can be made once processing has begun.

Once the parcel has been handed over to the courier, we may no longer be able to change the delivery address.

Any additional courier charges resulting from a customer-requested address change may be payable by the customer.

8. TRACKING INFORMATION

Where tracking is available, tracking information will normally be provided after the parcel has been dispatched.

Please note that tracking information may take some time to update after the courier receives the parcel.

Customers are encouraged to monitor the tracking status until delivery is completed.

9. COURIER DELAYS

After an order has been dispatched, delivery is handled by the appointed courier or logistics provider.

Delivery may occasionally be delayed due to circumstances including:

  • Courier congestion;

  • Sorting centre delays;

  • Severe weather;

  • Road closures;

  • Flooding;

  • Public holidays;

  • Peak sales periods;

  • Vehicle breakdown;

  • Operational disruptions;

  • Remote delivery locations; or

  • Other circumstances outside Go Star Motor's reasonable control.

Go Star Motor will provide reasonable assistance where a delivery issue occurs, but we cannot guarantee courier delivery schedules.

10. FAILED DELIVERY ATTEMPTS

Customers are responsible for ensuring that someone is available to receive the parcel where required.

If delivery fails because:

  • Nobody is available to receive the parcel;

  • The courier cannot contact the recipient;

  • The address is inaccessible;

  • The customer refuses delivery without an approved reason; or

  • Incorrect information was provided,

the parcel may be returned to Go Star Motor.

If re-delivery is required, the customer may be responsible for the additional shipping charges.

11. UNCLAIMED OR RETURN-TO-SENDER PARCELS

If a parcel is returned to Go Star Motor because it was:

  • Unclaimed;

  • Refused by the customer;

  • Undeliverable due to customer-provided information;

  • Not collected from the courier; or

  • Returned after failed delivery attempts,

we will contact the customer where reasonably possible.

Re-delivery may be arranged after the applicable shipping fee has been paid.

A parcel being returned to us by the courier does not automatically entitle the customer to a refund.

Any refund request remains subject to our Return, Refund & Exchange Policy.

12. PARCEL MARKED AS DELIVERED

If courier tracking shows that your parcel has been delivered but you cannot locate it, please:

  1. Check with household members;

  2. Check with reception, security or management;

  3. Check the surrounding delivery area;

  4. Confirm that the shipping address provided was correct; and

  5. Contact the courier as soon as possible.

You should also notify Go Star Motor promptly so that we may assist with the courier investigation where appropriate.

A courier status of “Delivered” may be used as evidence of delivery, but any disputed delivery claim will be reviewed based on the available tracking information and supporting evidence.

13. LOST PARCELS

If a parcel appears to be lost during transportation, please contact us so that we can raise an investigation with the courier.

A parcel will not automatically be considered lost simply because delivery is delayed.

The courier may require a reasonable investigation period before confirming that a shipment is officially lost.

Where the courier confirms that a parcel has been lost during transportation, Go Star Motor will determine an appropriate remedy according to the circumstances and applicable law.

This may include:

  • Replacement; or

  • Refund.

14. INSPECT YOUR PARCEL UPON DELIVERY

Customers should inspect the parcel and product as soon as reasonably possible after receiving the order.

If the parcel or product appears:

  • Crushed;

  • Torn;

  • Wet;

  • Opened;

  • Tampered with;

  • Broken; or

  • Otherwise visibly damaged,

please take photographs and/or video before discarding any packaging.

Where possible, customers are encouraged to record an unboxing video, particularly for fragile, high-value or technical motorcycle components.

15. SHIPPING DAMAGE CLAIMS

If you believe your product was damaged during transportation, please contact Go Star Motor as soon as possible and preferably within 48 hours of delivery.

Please provide:

  • Order number;

  • Photos of the outer courier packaging;

  • Photos of the shipping label;

  • Photos of the inner packaging;

  • Photos of the damaged product;

  • A description of the damage; and

  • Unboxing video, where available.

Please retain all packaging until the claim has been resolved.

Submission of a damage claim does not automatically mean that a refund has been approved.

The product and supporting evidence may first need to be inspected and verified.

16. DAMAGE AFTER DELIVERY

Go Star Motor is not responsible for damage caused after successful delivery due to:

  • Customer handling;

  • Dropping;

  • Improper storage;

  • Installation;

  • Forced installation;

  • Incorrect fitment;

  • Incorrect wiring;

  • Modification;

  • Workshop handling;

  • Mechanic handling;

  • Misuse;

  • Accident; or

  • Other human-caused damage.

Such damage is not considered shipping damage or a manufacturing defect.

Please refer to our Return, Refund & Exchange Policy for further information.

17. WRONG ITEM RECEIVED

If Go Star Motor sends a product that is materially different from the product stated in your confirmed order, please contact us promptly.

Do not:

  • Install;

  • Test;

  • Use;

  • Modify; or

  • Damage

the incorrect item.

We may request photos or other evidence to verify the error before providing return instructions.

18. NO CHANGE-OF-MIND RETURN THROUGH SHIPPING

Refusing a parcel, failing to collect a parcel, or requesting that a courier return the parcel does not create a right to a refund.

Go Star Motor does not accept change-of-mind returns.

This includes situations where the customer:

  • Changed their mind;

  • Ordered the wrong part;

  • Ordered the wrong motorcycle model;

  • Ordered the wrong size;

  • No longer needs the product; or

  • Decides not to accept delivery.

All return and refund requests are governed by our Return, Refund & Exchange Policy.

19. REFUND ONLY AFTER RETURN & INSPECTION

Where a damaged, defective or incorrectly supplied product is approved for return, no refund will be issued solely because the product has been shipped back to us.

The returned product must first be:

  1. Received by Go Star Motor;

  2. Inspected;

  3. Verified against the claim; and

  4. Approved for refund.

Only after verification and approval will an eligible refund be processed.

Products showing signs of:

  • Customer damage;

  • Improper installation;

  • Misuse;

  • Modification;

  • External damage; or

  • Other human-caused damage

may have the claim rejected.

20. PRE-ORDER & SPECIAL-ORDER ITEMS

Pre-order, imported, special-order or specially sourced products may have longer processing and delivery periods.

Any estimated arrival date for these items is an estimate unless expressly guaranteed in writing.

Delays may occur due to:

  • Supplier production;

  • International shipping;

  • Customs;

  • Import clearance;

  • Supplier stock;

  • Freight schedules; or

  • Other circumstances outside our reasonable control.

Special-order products may also be subject to separate cancellation and refund terms.

21. COMBINED & SPLIT SHIPMENTS

Depending on stock availability and product size, an order may be:

  • Shipped together;

  • Split into multiple parcels; or

  • Dispatched from different stock locations.

Customers may therefore receive multiple tracking numbers for a single order.

Receiving only part of a split shipment does not necessarily mean that items are missing.

22. MULTIPLE ITEMS IN ONE ORDER

Where an order contains several products with different availability or processing requirements, the entire order may be held until all products are ready for dispatch unless we choose to split the shipment.

Additional shipping fees may apply if the customer specifically requests separate shipments.

23. B2B, WORKSHOP & WHOLESALE DELIVERY

Workshop, retailer, dealer and wholesale orders may be subject to separate:

  • Delivery arrangements;

  • Freight quotations;

  • Minimum order quantities;

  • Transport charges;

  • Pallet charges;

  • Cargo charges; or

  • Commercial shipping terms.

Where shipping terms have been separately agreed in a written quotation, invoice or B2B agreement, those terms will apply to that transaction.

24. INTERNATIONAL SHIPPING

Where international shipping is offered, customers are responsible for ensuring that the products may legally be imported and used in the destination country.

Unless expressly stated otherwise, customers may be responsible for:

  • Import duties;

  • Customs charges;

  • Taxes;

  • Brokerage fees;

  • Clearance fees; and

  • Other destination-country charges.

Customs clearance delays are outside Go Star Motor's direct control.

International orders may also be subject to additional shipping and return restrictions.

25. EVENTS OUTSIDE OUR CONTROL

Go Star Motor will not be responsible for delays caused by events outside our reasonable control.

These may include:

  • Natural disasters;

  • Flooding;

  • Fires;

  • Severe weather;

  • Epidemics;

  • Government restrictions;

  • Customs disruptions;

  • Industrial action;

  • Courier interruptions;

  • Transport failures;

  • Supply-chain disruption; or

  • Other force majeure events.

Where such an event materially affects an order, we will take reasonable steps to assist the customer.

26. MARKETPLACE ORDERS

Orders placed through third-party marketplaces including:

  • Shopee;

  • Lazada;

  • TikTok Shop; or

  • Other sales platforms

may also be subject to the relevant platform's mandatory shipping, delivery and buyer-protection procedures.

Where mandatory marketplace rules apply, those procedures will govern transactions placed through that marketplace.

27. CONSUMER RIGHTS

Nothing in this Shipping Policy is intended to exclude, restrict or modify rights or remedies that cannot legally be excluded under applicable Malaysian law.

Where a mandatory consumer protection requirement conflicts with this Policy, the mandatory legal requirement will prevail to the extent of that inconsistency.

28. CONTACT US

For shipping or delivery enquiries, please contact:

Go Star Motor

Email: [INSERT CUSTOMER SERVICE EMAIL]

WhatsApp / Telephone: [INSERT BUSINESS PHONE NUMBER]

Business Address:

[INSERT BUSINESS ADDRESS]

Please provide your order number and tracking number, where available, when contacting us.

IMPORTANT SHIPPING NOTICE

Please check your delivery address carefully before placing your order.

Delivery estimates are not guaranteed delivery dates.

Refusing or failing to collect a parcel does not automatically entitle the customer to a refund.

If an item arrives damaged, please contact us promptly and retain all packaging and supporting evidence.

Any eligible refund for a returned product will only be processed after the product has been received, inspected, verified and approved by Go Star Motor.