SHIPPING POLICY

Order Processing Time:

All orders are shipped directly from Malaysia to Australia via FedEx. A tracking number will be emailed to you to monitor your shipment’s progress in real time. Please note that tracking information may take some time to become available after dispatch.

Orders placed by 05:00PM AWST (Australian Western Standard Time) on weekdays will be processed and dispatched on the next Malaysian business day. Orders placed after 5:00PM or on weekends will be dispatched within 1-2 Malaysian business days. However, this is subject to product availability and may take longer during peak periods. If any significant delays occur, we will keep you updated.

Delivery Times:

Once shipped, orders typically arrive within 5-7 business days via FedEx. Please note that delivery times are estimates and may be affected by customs processing, postal delays, or weather conditions. Delivery to rural or remote areas within Australia may take longer. While we strive for timely delivery, we are not responsible for delays due to the postal service, customs procedures, or unforeseen events. Your tracking number will allow you to monitor the status of your order.

Shipping Costs:

We offer free shipping on all orders. However, for orders exceeding AUD$1000, please split your order into multiple transactions, with each transaction limited to a maximum value of AUD$1000, as we can only accept orders within this limit per transaction.

Customs and Duties:

Customs duties, taxes, and fees may apply when your package arrives in Australia. These fees are paid to local carriers or government authorities and are not collected by MotoGene AU, meaning they cannot be refunded. We ship on a DDU (Delivery Duty Unpaid) basis, so any applicable fees (customs tax, import duties, etc.) must be paid by the recipient to receive the package. Please contact your local customs office for further details on these charges. 

Package Collection:

If you opt to leave the package unattended, you authorise FedEx to leave it at the delivery address as per your instructions without requiring a signature. You assume responsibility for any loss or damage to your package that may result from this arrangement.

Any unclaimed packages at FedEx stations or packages returned to us due to an incorrect address provided by the customer will incur a return fee. This fee will be deducted from the refund amount issued to the customer.

MotoGene AU accepts no further responsibility for products marked as "Delivered" by FedEx’s online tracking system unless they are found to be incorrect or faulty. Such products must be reported within 7 days of receipt. Please refer to our Returns and Refunds policy for more details on returns, exchanges, or refunds.

Customer Support: 

For any questions or assistance regarding your shipment, please contact our support team at info.au@morimotoformulas.com. We're happy to help with any concerns or information you may need.

Thank you for choosing our products, and we look forward to providing you with excellent service.