Shipping policy
Shipping Policy
Last updated: 11 September 2026
This Shipping Policy applies to all orders placed on catpillar.us. Catpillar is a brand operated by Arrmageden Private Limited (CIN: U73200JK2025PTC017826).
Shipping Locations
Catpillar ships to Malaysia, covering both West Malaysia (Peninsular Malaysia) and East Malaysia (Sabah, Sarawak and Labuan).
We do not ship to P.O. Boxes, locked bag addresses, military or diplomatic addresses, or locations that our courier partners classify as restricted or unserviceable. Please provide a valid residential or business address at checkout.
If you are ordering from outside Malaysia, please contact us at Support@catpillar.us before placing your order so we can confirm whether delivery is available to your location.
Where Your Order Ships From
Catpillar products are dispatched from third-party fulfilment partners located outside Malaysia, including facilities in the United States, China, the United Arab Emirates and Saudi Arabia. The dispatch location depends on the product and on current stock availability.
This means some orders are shipped internationally. Please see the section on Customs, Duties and Taxes below.
Order Processing Time
All orders are processed within 1–2 business days, excluding weekends and public holidays.
Once your order is processed, you will receive a shipping confirmation email with tracking details.
Orders placed during promotional periods or public holidays may take slightly longer to process.
Delivery Time
After dispatch, orders are typically delivered within:
- West Malaysia: 7–14 business days
- East Malaysia (Sabah, Sarawak, Labuan): 10–18 business days
Delivery times are estimates only and are not guaranteed. They may vary due to location, courier operations, customs clearance, weather conditions, or peak demand periods.
Because some items ship from international fulfilment centres, transit times can be longer than for locally stocked goods. The estimated delivery window for your specific order is shown at checkout where available.
Split Shipments
Depending on product size, weight, availability or fulfilment location, your order may arrive in more than one package and on different dates. Where this happens, you will receive separate tracking details for each package at no additional cost to you.
Shipping Charges
Shipping charges, where applicable, are calculated and displayed in Malaysian Ringgit (MYR) at checkout before you confirm your order.
Free shipping promotions, where offered, are subject to a minimum order value shown on the site and at checkout.
Customs, Duties and Taxes
Because some orders are shipped from outside Malaysia, they may be subject to import duty, sales and service tax, or other charges levied by the Royal Malaysian Customs Department or other authorities.
Unless your checkout page expressly states that duties and taxes are prepaid, any such charges are payable by the recipient and are not included in the price paid to us. We have no control over these charges and cannot predict their amount.
If a parcel is refused at customs or on delivery because the recipient declines to pay applicable charges, the order will be treated as a failed delivery under the section below.
Order Tracking
Once shipped, tracking information will be shared via email so you can follow your order until delivery. You can also track your order using the Track Your Order link on our website.
Please allow up to 48 hours after receiving your tracking number for the first scan to appear. If the tracking has not updated after 5 business days, contact us and we will investigate with the carrier.
Damaged, Defective, or Incorrect Orders
Please inspect your order upon delivery.
If your item is damaged, defective, or incorrect, contact us within 48 hours of delivery at Support@catpillar.us with:
- Your order number
- Clear photos or a video of the issue
Once verified, we will arrange a replacement in accordance with our Replacement, Return & Refund Policy.
We strongly recommend recording a video while opening your parcel, as this makes damage claims much faster to verify and approve.
Delivery Delays
If your order has not been delivered within 5 business days after the end of the estimated delivery window shown above, please contact us at Support@catpillar.us and our team will assist you.
We will open an investigation with the carrier. Carrier investigations typically take 7–14 business days to conclude.
Lost or Undelivered Parcels
If a carrier investigation confirms that your parcel has been lost in transit, we will send a replacement at no cost to you, or issue a full refund to your original payment method where a replacement is not possible.
If tracking confirms delivery to the address you provided but you have not received the parcel, please check with other members of your household, your building management or reception, and any designated safe place, then contact us. We will work with the carrier to investigate, though we cannot accept liability for parcels confirmed as delivered to the correct address.
Incorrect Address Information
Please ensure your shipping details are accurate at checkout.
Catpillar is not responsible for:
- Delivery delays due to incorrect or incomplete address details
- Failed deliveries due to recipient unavailability after the carrier's standard delivery attempts
- Refusal of delivery by the recipient
Where a parcel is returned to us as undeliverable for any of the above reasons, we will contact you to arrange re-dispatch. Additional shipping charges may apply for re-dispatch. If you prefer a refund instead, the original shipping cost and any return-to-sender charges incurred will be deducted from the amount refunded.
If you notice an error in your address, contact us immediately at Support@catpillar.us. We will do our best to correct it, but we cannot guarantee changes once an order has been dispatched.
Contact Us
For any shipping-related questions, reach out to us at:
Email: Support@catpillar.us Phone: +91 96222 66600 Business hours: Monday to Saturday, 10:00 to 18:00 IST
Arrmageden Private Limited 70, Lane 3, L D Colony, Rawalpora, Sanat Nagar Baghat Srinagar, Jammu & Kashmir, India CIN: U73200JK2025PTC017826