Shipping policy

Shipping Policy

Last updated: 21 September 2026

Thank you for shopping with RealGamers.asia, operated by RG Asia Trading.

This Shipping Policy explains how we process, pack, dispatch, and deliver orders placed through our website, including orders shipped within Malaysia and international orders.

By placing an order with us, you acknowledge and agree to the terms of this Shipping Policy, subject to any rights you may have under applicable law.

1. Shipping Locations

We offer:

  • Domestic shipping within Malaysia; and

  • International shipping to selected countries and destinations.

International shipping availability may depend on the destination country, product type, parcel size, weight, courier coverage, customs requirements, and applicable shipping restrictions.

If international shipping is not available as an option at checkout, please contact us before placing your order to confirm whether we can arrange delivery to your destination.

2. Order Processing Time

Orders are normally processed after successful payment confirmation.

Our standard processing time is generally:

1–3 business days

Processing time refers to the time required for us to prepare and hand the order to the courier. It does not include the courier's delivery time.

Some products may require additional processing time due to:

  • Stock location;

  • Product size or weight;

  • Product inspection or testing;

  • Special packaging requirements;

  • Supplier fulfilment;

  • Pre-order arrangements;

  • Customisation; or

  • Other requirements stated on the product listing.

If a product listing states a specific processing or pre-order period, that timeframe will apply.

3. Delivery Time

After an order has been handed to the courier, delivery time depends on the destination, courier network, service selected, customs clearance, weather, public holidays, operational conditions, and other circumstances.

Estimated Domestic Delivery

Destination Estimated Delivery Time
Penang / nearby areas 1–3 business days
Peninsular Malaysia 1–5 business days
Remote / outskirt areas 3–7+ business days
East Malaysia 3–10+ business days

These are estimates only and are not guaranteed delivery times.

Estimated International Delivery

International delivery times vary significantly by destination and shipping method.

As a general guide:

Shipping Type Estimated Delivery
International Express 3–10+ business days
International Standard 7–21+ business days
International Economy / Sea Freight 2–8+ weeks

International delivery estimates do not include additional time that may be required for customs clearance.

Actual delivery times may be longer depending on the destination country and circumstances beyond our control.

4. Shipping Charges

Domestic shipping charges are calculated and displayed at checkout where available.

Shipping charges may depend on:

  • Delivery destination;

  • Parcel weight;

  • Parcel dimensions;

  • Product type;

  • Quantity ordered;

  • Courier service;

  • Shipping method; and

  • Applicable promotions.

International Shipping

International shipping charges are additional and are payable by the customer, unless explicitly stated otherwise on the product listing or agreed in writing.

Where international shipping is not automatically calculated at checkout, please contact us for a shipping quotation before placing your order.

The final international shipping cost may depend on:

  • Destination country and postcode;

  • Actual parcel weight;

  • Volumetric / dimensional weight;

  • Number of parcels;

  • Shipping method;

  • Courier or freight provider;

  • Special handling requirements;

  • Remote-area charges; and

  • Other carrier charges.

5. Customs, Duties and Taxes

For international orders, the customer is responsible for all additional costs associated with importing the order into the destination country, unless explicitly stated otherwise.

These costs may include:

  • Import duties;

  • Customs duties;

  • VAT;

  • GST;

  • Sales or consumption taxes;

  • Import taxes;

  • Customs clearance fees;

  • Brokerage fees;

  • Handling fees;

  • Storage fees;

  • Remote-area surcharges; and

  • Other charges imposed by the destination country, customs authority, courier, or freight provider.

These charges are not included in the product price or international shipping charge unless expressly stated otherwise.

We do not control the amount of customs duties, taxes, or other import charges imposed by the destination country.

Customers are responsible for checking the applicable import requirements and charges before placing an international order.

6. Customs Clearance

International shipments may be inspected or held by customs authorities.

Customs clearance may require additional information or documents from the customer.

The customer is responsible for providing any information reasonably required to complete the import process.

Customs delays are outside our control and may extend the estimated delivery time.

We are not responsible for delays caused by:

  • Customs inspections;

  • Import documentation;

  • Import restrictions;

  • Customs valuation;

  • Payment of duties or taxes;

  • Government authorities; or

  • Other destination-country procedures.

7. Import Restrictions

Customers are responsible for ensuring that products ordered from us can legally be imported into their destination country.

Certain products may be subject to restrictions relating to:

  • Batteries;

  • Wireless devices;

  • Radio-frequency equipment;

  • Electrical equipment;

  • Consumer electronics;

  • Software;

  • Trademarked products;

  • Safety regulations;

  • Product certifications;

  • Customs requirements; or

  • Other applicable regulations.

We may refuse or cancel an international shipment where we reasonably determine that the product cannot be legally or safely shipped to the destination.

8. Courier and Shipping Providers

We may use different courier, freight, or logistics providers depending on the destination, parcel size, weight, product type, shipping method, and operational requirements.

Shipping providers may include, where available:

  • J&T Express;

  • Ninja Van;

  • Pos Malaysia / Pos Laju;

  • DHL eCommerce;

  • DHL Express;

  • FedEx;

  • UPS;

  • City-Link Express;

  • Other courier providers; or

  • Freight and forwarding companies.

We reserve the right to select the most appropriate shipping provider for an order.

The courier shown at checkout may therefore differ from the courier ultimately used to fulfil the order where reasonably necessary.

9. Tracking Information

Tracking information may be provided after your order has been dispatched.

Tracking information may be sent through:

  • Email;

  • Shopify order notifications;

  • SMS;

  • WhatsApp; or

  • Other available communication channels.

Tracking information may take some time to become active after the parcel has been collected or scanned.

Tracking information is provided by the courier and may not update continuously during transportation.

A tracking status such as “Shipment Created”, “Manifested”, “Picked Up”, or similar status does not necessarily mean that the parcel has reached its final sorting facility.

10. Delivery Delays

Courier delivery times are estimates.

We are not responsible for delays caused by circumstances outside our reasonable control, including:

  • Courier delays;

  • Sorting centre congestion;

  • Severe weather;

  • Flooding;

  • Public holidays;

  • Peak shopping periods;

  • Customs clearance;

  • Government restrictions;

  • Incorrect or incomplete address information;

  • Failed delivery attempts;

  • Transportation problems;

  • Natural disasters;

  • Strikes;

  • Service interruptions; or

  • Other circumstances beyond our reasonable control.

If your shipment appears significantly delayed, please contact us with your order number and tracking number.

We will reasonably assist with following up with the courier.

11. Incorrect or Incomplete Delivery Address

Customers are responsible for providing a complete and accurate delivery address.

This includes:

  • Recipient name;

  • Contact number;

  • Unit or house number;

  • Building name;

  • Street name;

  • Area;

  • Postcode;

  • City;

  • State / province; and

  • Country for international orders.

Please carefully check your delivery information before completing payment.

If you discover an error, contact us immediately and before the order is dispatched.

Once a parcel has been handed to the courier, we may not be able to change the delivery address.

Any additional charges resulting from an incorrect or incomplete address may be payable by the customer.

12. Failed Delivery Attempts

Delivery may fail if:

  • Nobody is available to receive the parcel;

  • The recipient cannot be contacted;

  • The address is incorrect;

  • The recipient refuses delivery;

  • The location is inaccessible;

  • The parcel is not collected from a collection point;

  • Customs clearance is not completed; or

  • Other circumstances prevent delivery.

The courier may attempt redelivery or return the parcel to us according to its procedures.

Additional delivery, return, storage, or handling charges may apply where the failed delivery was caused by circumstances attributable to the customer.

13. Returned-to-Sender Shipments

If a parcel is returned to us after an unsuccessful delivery, we may contact the customer to arrange:

  1. Redelivery; or

  2. Cancellation and refund, where applicable.

For customer-related failed deliveries, the customer may be responsible for applicable:

  • Return shipping costs;

  • Redelivery costs;

  • Customs charges;

  • Storage charges;

  • Handling charges; and

  • Other costs incurred.

For international orders, any customs duties, taxes, import charges, or destination-country fees already paid to the relevant authorities may not be recoverable through us.

14. Parcel Damage

Please inspect your parcel as soon as you receive it.

If the outer packaging appears significantly:

  • Crushed;

  • Torn;

  • Wet;

  • Opened;

  • Punctured;

  • Damaged; or

  • Tampered with,

please take photographs before opening the parcel where reasonably possible.

We recommend taking photographs of:

  • The entire parcel;

  • Shipping label;

  • Damaged areas;

  • Protective packaging;

  • Product packaging; and

  • The product itself.

Please retain the original packaging and shipping materials until the issue has been resolved.

These materials may be required for a courier investigation or insurance claim.

15. Missing or Incorrect Items

If you receive:

  • The wrong product;

  • The wrong quantity;

  • Missing accessories;

  • Missing components; or

  • An item that does not correspond to your order,

please contact us as soon as possible.

We may request:

  • Order number;

  • Photographs;

  • Video of the parcel contents;

  • Shipping label;

  • Product serial number;

  • Product packaging; and

  • Other relevant information.

We will investigate the issue and provide an appropriate resolution where the issue is confirmed.

16. Large, Heavy or Fragile Products

Certain products may require special shipping arrangements due to their:

  • Size;

  • Weight;

  • Value;

  • Fragility;

  • Dimensions;

  • Battery;

  • Packaging requirements; or

  • Special handling requirements.

Standard parcel courier services may not be available for certain large or heavy products.

We may use a different courier, cargo service, transport provider, or freight forwarder for these orders.

Additional shipping charges may apply where the actual shipping requirements differ from the standard shipping option.

We will contact the customer before dispatch if additional payment or a different shipping arrangement is required.

17. Shipping Weight and Dimensions

Shipping charges may be calculated using the parcel's actual weight, volumetric weight, dimensions, destination, and selected shipping service.

The final shipping charge may change if the courier measures a parcel differently from the information initially provided.

Where an additional charge is required due to parcel size, weight, destination, or special handling requirements, we may contact the customer before dispatch.

18. Multiple Products in One Order

Orders containing multiple products may be:

  • Shipped together;

  • Shipped separately; or

  • Shipped from different locations.

If products are shipped separately, customers may receive multiple tracking numbers.

Additional shipping charges may apply where separate shipments are requested by the customer or required due to product characteristics.

19. Pre-Order Products

Pre-order products are subject to the estimated availability or dispatch date stated on the product listing.

Pre-order dates are estimates and may change due to manufacturer, supplier, production, or logistics delays.

If an order contains both in-stock and pre-order products, we may ship the products together once all items are available unless separate shipping is requested or offered.

Additional shipping charges may apply for separate shipments.

20. High-Value Orders

For high-value orders, we may require:

  • Additional verification;

  • Confirmation of the delivery address;

  • Signature upon delivery;

  • Additional insurance or declared value;

  • A specific courier service; or

  • Other delivery arrangements.

These measures are intended to reduce the risk of loss, fraud, or delivery disputes.

We may contact the customer before dispatch if additional verification or shipping arrangements are required.

21. Delivery to Condominiums, Apartments and Controlled-Access Buildings

For condominiums, apartments, offices, gated communities, shopping centres, and other controlled-access locations, the courier may be required to:

  • Meet the recipient at a designated location;

  • Deliver to a guardhouse or collection point;

  • Obtain security approval; or

  • Follow the building's delivery procedures.

We cannot guarantee delivery directly to a customer's unit, office, room, or preferred location where building management or courier procedures do not permit it.

22. Delivery Confirmation

A shipment may be considered delivered when the courier's tracking system records a successful delivery.

Delivery confirmation may include:

  • Delivery timestamp;

  • Recipient name;

  • Signature;

  • Photograph;

  • GPS/location information; or

  • Other proof of delivery.

If your parcel is marked as delivered but you have not received it, please contact us as soon as possible.

We may need to investigate the matter with the courier.

23. Lost Parcels

If a shipment appears to be lost, please contact us.

We may initiate a courier investigation or claim.

Courier investigations may require time to complete, and we may need information or confirmation from the customer.

Where a parcel is confirmed as lost, we will handle the matter in accordance with the applicable courier terms, our policies, and applicable law.

Courier compensation and liability may be subject to the relevant courier's terms and applicable limits.

24. Shipping Insurance and Courier Claims

Where shipping insurance, declared-value protection, or courier compensation is available, any claim is subject to the applicable courier or logistics provider's terms.

The amount recoverable from a courier may not necessarily equal the retail selling price of the product.

We may assist customers with information or documentation reasonably required for a shipping claim.

Customers should retain:

  • Order confirmation;

  • Invoice;

  • Tracking number;

  • Product photographs;

  • Packaging photographs;

  • Delivery confirmation; and

  • Other relevant evidence.