Last Updated: August 2026
This Shipping & Delivery Policy explains how delivery is managed for orders placed through Kokok Shop.
Kokok Shop operates as an online marketplace connecting Buyers with independent Sellers and Vendors.
Unless otherwise expressly stated, shipping and delivery arrangements are the responsibility of the Seller or Vendor fulfilling the order.
Kokok Shop does not directly operate a courier or logistics service.
Each Seller is responsible for arranging the shipment or delivery of products sold through Kokok Shop.
Depending on the product and delivery location, Sellers may use:
The Seller is responsible for selecting a delivery method suitable for the product being shipped.
Kokok Shop provides the marketplace platform through which Buyers and Sellers conduct transactions.
Unless otherwise specifically stated for a particular service, Kokok Shop:
However, Kokok Shop may assist Buyers and Sellers in resolving delivery-related disputes where appropriate.
After receiving a confirmed order, the Seller is responsible for:
The Seller remains responsible for the fulfilment of the order until delivery has been completed in accordance with this Policy.
Shipping charges may be determined by the Seller based on factors including:
Shipping costs should be displayed to the Buyer before the order is confirmed where technically available.
Where a delivery charge must be confirmed manually, the Seller must clearly communicate the applicable charge before proceeding with delivery.
Sellers should process confirmed orders within a reasonable period.
Processing time may vary depending on:
Sellers are responsible for ensuring that any estimated preparation or dispatch time displayed on their product listing is reasonably accurate.
Where a trackable courier or delivery service is used, the Seller should provide the Buyer with the relevant:
Sellers should enter or update tracking information within Kokok Shop where the Platform provides this functionality.
Providing false or misleading tracking information is prohibited.
Kokok Shop may require a Seller to provide proof that an order has been shipped.
Acceptable evidence may include:
Failure to provide reasonable proof of shipment may affect Seller settlement or the outcome of a dispute.
For the purpose of completing a marketplace transaction, evidence of successful delivery may include:
Kokok Shop may review available evidence where delivery is disputed.
Payments received from Buyers through Kokok Shop may be temporarily held or recorded as pending settlement until the transaction is completed.
Seller payment will generally be eligible for release only after the order has been successfully delivered or otherwise confirmed as completed.
The exact settlement process may depend on:
An order may be treated as completed where:
Once the transaction is treated as completed and no unresolved dispute exists, settlement may proceed to the Seller.
Kokok Shop may temporarily withhold or delay Seller settlement where:
The disputed amount may remain on hold until the matter is resolved.
Sellers may use their own delivery personnel or vehicles where appropriate.
For Seller-arranged delivery, the Seller remains responsible for:
Where possible, Sellers should obtain confirmation from the Buyer when delivery is completed.
Buyers are responsible for providing accurate delivery information, including:
The Buyer should ensure that the recipient can be contacted and that someone is available to receive the order where necessary.
Kokok Shop and the Seller are not responsible for delivery problems caused primarily by incorrect or incomplete information provided by the Buyer.
Where redelivery is required due to incorrect Buyer information, additional shipping charges may apply.
For perishable or customised products, a refund may not be available where delivery fails because the Buyer supplied incorrect information and the product can no longer reasonably be resold.
A delivery may fail where:
The Seller or courier may attempt redelivery depending on the applicable delivery arrangement.
Additional charges may apply for subsequent delivery attempts.
Estimated delivery dates and times are not guaranteed unless expressly stated otherwise.
Delays may occur because of:
Sellers should inform Buyers of significant known delays where reasonably possible.
If a shipment appears to be lost, the Seller is responsible for contacting the selected courier or delivery provider to investigate the shipment.
The Seller should cooperate with Kokok Shop and the Buyer by providing relevant shipping information.
Where the shipment is confirmed lost before successful delivery, the transaction may qualify for:
Payment to the Seller may remain on hold until the issue is resolved.
The Seller is responsible for ensuring that products are packaged appropriately for the selected delivery method.
Where an item arrives damaged, Kokok Shop may consider:
Responsibility may be determined based on the circumstances of the delivery.
Where applicable, the Seller may need to pursue a compensation claim directly with the courier used by the Seller.
The Seller is responsible for appropriate packaging of products.
Packaging should be suitable for:
Insufficient packaging may result in the Seller being responsible for damage occurring during normal delivery handling.
Sellers shipping fresh or perishable products must use a delivery method appropriate for the nature of the product.
This may include:
Sellers should avoid using a shipping method that creates an unreasonable risk of spoilage.
Frozen products should be appropriately packaged to minimise thawing during normal delivery.
The Seller is responsible for considering:
Sellers should clearly disclose any relevant storage instructions to Buyers.
Eggs and other fragile products must be packaged appropriately to reduce the risk of breakage.
The Seller should use suitable protective materials and packaging based on the chosen transportation method.
Claims involving breakage will be handled in accordance with the Kokok Shop Refund, Return & Cancellation Policy.
Shipping or transportation of live poultry, birds, livestock or other animals requires special care.
The Seller is fully responsible for arranging an appropriate transportation method and complying with applicable:
Sellers must not use a normal parcel courier where the courier's terms prohibit transportation of live animals.
Where live animals are transported, the Seller should take reasonable measures to ensure:
Kokok Shop reserves the right to restrict Sellers who repeatedly use unsafe or inappropriate transportation methods.
Certain products may not be available for delivery to all locations.
Restrictions may apply due to:
Sellers are responsible for determining whether they can legally and practically deliver an item to the Buyer's destination before fulfilling the order.
Where offered by the Seller, Buyers may choose to collect an order directly from the Seller's designated location.
For self-collection:
After successful collection, the order may become eligible for Seller settlement.
Sellers are responsible for keeping order delivery status reasonably accurate.
Typical statuses may include:
A Seller must not deliberately mark an order as delivered before delivery has actually occurred.
Falsifying delivery information, tracking numbers or proof of delivery is prohibited.
Where Kokok Shop suspects false delivery confirmation, it may:
If a Buyer believes that an order has not been successfully delivered, the Buyer should report the issue promptly through the available Kokok Shop support or dispute mechanism.
Kokok Shop may request information from both the Buyer and Seller before determining the appropriate resolution.
Where a Seller independently selects a courier or logistics provider, the contractual relationship with that courier is generally the responsibility of the Seller.
The Seller is responsible for:
A dispute between the Seller and courier does not automatically remove the Seller's responsibility to fulfil obligations to the Buyer.
Sellers are encouraged to consider appropriate shipping insurance, particularly for:
Unless expressly offered by Kokok Shop, shipping insurance is arranged directly between the Seller and the relevant courier or logistics provider.
Where a refund, replacement or return arises because of:
the Seller may be responsible for reasonable additional delivery or return costs.
Where the issue results primarily from Buyer error or a voluntary change of mind, additional shipping charges may be borne by the Buyer, subject to applicable law and marketplace policies.
Successful delivery alone does not necessarily mean that funds must be released immediately.
Settlement may remain subject to:
Once all applicable conditions have been satisfied, Kokok Shop will process the Seller's eligible settlement according to the applicable marketplace payout arrangements.
Sellers are responsible for ensuring that products are transported and delivered in accordance with applicable Malaysian laws and regulations.
This includes any specific requirements applying to food, livestock, agricultural products, controlled items or other regulated products.
Kokok Shop may update this Shipping & Delivery Policy from time to time to reflect:
The latest version will be published on the Kokok Shop Platform.
For questions or disputes relating to an order or delivery, Buyers and Sellers may contact Kokok Shop through the official support channels available on the Platform.
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Kokok Shop
Dari Penternak, Untuk Semua.
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