Shipping & Returns

  1. Shipping Destinations
    1. We do not ship to PO boxes. Currently we do not ship to addresses outside Malaysia, though we hope to offer this in the future.
  2. Handling Process
    1. For medium and small sized items, orders are processed within 5 working days upon confirmed payment. Once your Order has been dispatched we will send you a Dispatch Notification email containing tracking information.
    2. For bulky items such as massage chairs and selected fitness equipment, orders are processed within 7-10 working days upon full payment received. Our logistic team will be in touch to schedule product delivery.
    3. We do not process orders on public holidays or weekends.
  3. Shipping Charges
    1. It is the customer’s responsibility to provide a accurate contact number and shipping address. Kindly make sure someone is available to receive the order and sign for acknowledgment of receipt.
    2. Bulky items delivery to all islands except Pulau Pinang (eg: Pulau Ketam, Pulau Langkawi, Pulau Pangkor, Pulau Redang etc) will incur extra shipping charges.
    3. For medium and small sized items, additional shipping charges will apply starting from 2nd delivery attempt.
    4. For bulky items such as massage chairs and selected fitness equipment, additional shipping charges will apply from 2nd delivery attempt. Additional charges will occur as well if reschedule request is made during/after delivery arrangement has been made.
    5. For purchases made via outlets, ITSU World is able to store unclaimed purchases up to 6 months only. From 6th month onwards, a RM200 monthly storage fee applies; OR the paid deposit/full payment will be forfeited.
  4. Shipping Privileges
    1. In general, we provide free shipping on all orders, except for selected scenario mentioned in Shipping Charges.
  5. Delivery Time
    1. As the registered courier is a third-party courier company, we are unable to control the delivery time. If the delivery is to your home address, it is best to ensure someone is home to receive the goods. If not, we recommend using an alternative, like your work address for delivery. We will not be responsible for any delays in delivery which are beyond our control.
  6. Incorrect or Defective Items
    1. For returns, incorrect or defective items, case must be filed within 7 days from the date of receipt of product.
    2. For returns, the product(s) must be in its original package, along with accessories such as cables, storage bags, manuals, warranty cards, and gift vouchers. Our customer service will request for proof of purchase such as sales invoice number and receipt.
    3. All returns will be reviewed first. An evaluation will be conducted within 10 working days starting from the day we received your returned items and we reserve the right to perform remedies including:
      1. A refund to the bank account that you originally used to make your payment;
      2. 1 to 1 exchange (we will bear the cost of their return).
      3. Returned merchandise that fails the evaluation will be denied refund, or be sent back to you with additional delivery charges.
      4. This return policy does not apply to items that have been stated as NON-exchangeable and NON-refundable.
      5. We do not offer refund in case of change of mind or incorrect purchase.
      6. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.
  1. If you have any questions about this policy, please contact our Customer Service at 1700-81-4878.