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F.A.Q.

Customer Questions

When will you ship out my orders?

Within Malaysia

It usually takes 1-2 business days for us to ship your order. For orders within Malaysia, we ship via GDEX, Poslaju courier service or our appointed runner service for areas very near to us, from Monday to Friday. It will take 2-3 working days to be delivered for areas near to the courier branches. 4-5 days are expected for areas very far from cities and take time for the courier to deliver.

For orders with payment confirmed placed before 12noon, normally we can process your orders and ship out the same business day.

Orders placed after 12noon will be pack on the same day, but ship by courier on following business day.

International Shipping

We ship all international orders via Pos Malaysia, TNT Express, Fedex, EMS Malaysia, GDEX, SF Express, Aramex, and DHL. The delivery time varies depending on the courier, we state all the estimated delivery time as following.

All orders ship within 1-2 business days. Once we have shipped your order, we will send you a confirmation with a tracking link and number to trace your parcel either by email or whatsapp to notify you.

Please note that all orders are shipped using a courier service with tracking, so someone will need to be present at your shipping address to receive and sign for the parcel on delivery.

Shipping Fees

The cost of shipping depends on weight, volume and destination. The price for your shipment is calculated and added to your total during checkout. You may check the fee with at Cart using Shipping Rates Calculators.

Shipments may be subject to import duties and taxes depending on the country and they will be  charged once the parcel has arrived the destination country. These charges will be paid by the recipient of the parcel, customs policies vary by country. We recommend a purchase of maximum 2kg in a single purchase to ease custom clearance.

If you cannot find the rates for your country above, write to us at support@shrimpoly.com or whatsapp to +6011-23269699, our assistant will get back to you soon.

Returns Policy

What is your return policy?

1. Goods sold are not refundable or exchange for other products.

2. If you are completely not satisfied with your purchase (damage during shipment or wrong item etc) you can send it back to us.

  • For such damaged products received, you must submit us clear photos the same day you receive the damaged parcels, claims are not entitled if you notify us next day after you receive the parcel. Please take photos of damaged products from several angles (left, right, front, back, etc), photos of the packaging box when you receive our parcel, and photos of the original box of the products. These photos will help us to further expedite your claims. Claims are not entitled if you unable to provide us these photos.
  • Returns must be made within 7 days from date of purchase.
  • Damage items must be returned together with original box and receipt.

What will I get back?

For damaged items claim, you will receive another parcel of the same products for replacement. However, you have to pay for any postage cost incurred for such claim.

How can I make claims to damaged products received?

Please email your inquiry to support@shrimpoly.com with subject “Return Item”. We will assist you as soon as possible. Please allow 7 working days for your inquiry to be processed. Alternatively, you can Whatsapp to +6011-23269699 to follow up.

To make the process run smoothly and faster, do email your inquiry with picture(s) of your item(s) to best describe the matter and condition.

How long will it take?

Please allow a minimum of 14 working days from the date we receive your return package to you.

How about postage charges?

Customer would have to bear the postage fee shipped back during the return process.

Warranty for CHIHIROS Products

LED lighting system:
– Free repair when your LED light goes faulty, for instance 1 or 2 led bulb not function, you can send back for repair.
– replacement free when power adapter malfunction.
– LED light malfunction due to water splash or water immersion is not covered.
– A series LED both freshwater and marine (12 months warranty)
– Aquasky LED freshwater (12 months warranty)
– C series LED freshwater (12 months warranty)
– RGB A PLUS LED freshwater (12 months warranty)
– RGB LED freshwater (12 months warranty)
– WRGB LED freshwater (12 months warranty)
– RGB VIVID LED freshwater (12 months warranty)
– X series LED freshwater (12 months warranty)
– A series plus LED freshwater and marine (12 months warranty)
– Controller Commander 1 or 4 (12 months warranty)

Sterilizer system:
– 1 to 1 exchange for Doctor IC (main device) if it goes faulty/malfunction
– Doctor IC (12 months warranty)
– Reactor diffuser (3 months warranty)

Stainless Steel Super Jet Filter
-water pump (12 months warranty, does not cover damages caused by human errors)
-filter (3 months warranty for leaking issue)

Remarks:
***Spare parts such as adapters, motor pump are available to purchase upon request after warranty period end.
***We do not cover warranty for Chihiros products that are not purchased from us.