Delivery & Installation Policy

We deliver throughout Malaysia — Peninsular Malaysia, Sabah and Sarawak. We do not ship outside Malaysia.

We charge a flat delivery fee, shown at checkout once you have entered your delivery address, and it never changes after you place your order.

The fee depends on two things:

• Whether your order contains a bulky or oversized item — most products ship at our standard rate; a small number of larger items (for example curtain track and motor hardware) ship at a higher flat rate
• Whether you're in Peninsular Malaysia or in Sabah, Sarawak or Labuan

Ordering a mix of standard and bulky items in one order does not stack charges — you pay one delivery fee per order, at the higher of the two rates.

Orders are prepared once payment is confirmed. We normally dispatch within 1–3 business days. Orders placed on weekends or public holidays are processed on the next business day.

If an item turns out to be unavailable after you have ordered, we will contact you promptly with the choice of waiting, swapping it for an alternative, or a full refund.

After dispatch, delivery typically takes:

• Kuantan and surrounding areas — 1 to 2 business days
• Elsewhere in Peninsular Malaysia — 2 to 5 business days
• Sabah and Sarawak — 5 to 10 business days

These are estimates from our couriers, not guarantees. Weather, public holidays, festive-season volume and remote addresses can extend them. We will keep you informed if we know your order is delayed.

Professional installation is available on products marked as such on the product page. Where installation applies, we contact you after your order to agree a date and time — we never turn up unannounced.

Smart lock installation is not optional.To keep a smart lock's warranty valid, it must be installed exclusively by a SmartStays-authorized technician — a self-installed or third-party- installed lock is not covered. Installation starts from RM250; contact us and we will confirm your exact quote before any work is scheduled.

An installation visit includes:

• Fitting and wiring the device in the agreed location
• Connecting it to your home network and setting up the app
• Testing that it works, and a short walkthrough so you can use it
• Clearing away our own packaging and installation waste

To let us install, please make sure someone aged 18 or over is present, that we can reach the installation point, and that mains power and Wi-Fi are available. If a visit cannot go ahead for reasons outside our control, we will reschedule — repeated failed visits may incur a call-out charge, which we will always tell you about in advance.

Some installations depend on your existing wiring — for example, some smart switches need a neutral wire. If our technician finds the installation is not possible as specified, we will explain the options and, if nothing works, refund the product.

Please check your parcel when it arrives. If the packaging is visibly damaged, note it with the courier if you can, and tell us within 3 days of deliverywith photos. We will arrange a replacement or refund — see our Refund & Cancellation Policy.

Couriers generally attempt delivery more than once, and may leave a card or hold the parcel at a nearby branch. If a parcel comes back to us because the address was wrong or nobody was available, we will contact you to arrange redelivery. Repeated redeliveries caused by an incorrect address may be charged at cost.

Please make sure the delivery address and phone number you give at checkout are correct — the courier uses that number to reach you.

Your order confirmation email contains a private link to your order. Keep it — it is how you check the status of your order and, where a courier provides one, the tracking number. If you lose the link, contact us with your name and phone number and we will resend it.

Questions about this policy, or about an order, can go to any of these — we answer fastest on WhatsApp.

• Email: hello@smartstays.my
• Phone / WhatsApp: 013-914 0841
• Hours: Monday to Friday, 10am–7pm (MYT)