This policy applies to eligible Image Magic products shipped from Malaysia to delivery addresses in Singapore.

Singapore orders are normally shipped using DHL Express. DHL provides an international tracking number after the parcel has been collected and processed into its delivery network.

Where DHL Express is temporarily unavailable or unsuitable for a particular product, Image Magic may offer another tracked international courier. Any material change will be communicated to the customer before dispatch.

Not every product displayed on ImageMagic.com.my can be delivered to Singapore. Product eligibility depends on size, packed dimensions, weight, fragility, material and courier restrictions.

A product is considered eligible for Singapore delivery only when:

• Singapore can be selected as the delivery country during checkout.
• A Singapore shipping charge is displayed or provided through an approved quotation.
• Image Magic has accepted the product for international delivery.
• The packed shipment complies with applicable courier and customs requirements.

Products that may not be available

• Large rigid boards and oversized printed panels.
• Foam-board or PP hollow-board products.
• Large display stands and exhibition structures.
• Products marked as self-collection only.
• Extremely fragile or unusually shaped products.
• Products exceeding the courier's permitted packed size or weight.
• Products restricted by courier, customs or import regulations.

Most Image Magic products are made to order. Production or handling time begins only after all required order conditions have been completed.

The estimated production time displayed on the product page, quotation or order confirmation is separate from DHL's transit time.

Order cut-off times

An order is considered completed for processing only after payment, print-ready artwork, approval and all necessary delivery details have been received.

After a completed order has been handed to DHL Express, the normal estimated transit time to Singapore is:

The transit estimate is provided for planning purposes and is not a guaranteed arrival date.

The estimate does not include:

• Product production and handling time.
• Artwork correction or customer approval time.
• Malaysian or Singapore public holidays.
• Customs inspections or clearance delays.
• Time taken by the recipient to pay GST, duties or customs-related fees.
• Incorrect or incomplete delivery information.
• Remote-area or special-handling requirements.
• Weather, transport disruption, security events or other circumstances outside reasonable control.

Singapore shipping charges are calculated using factors that may include:

• The actual packed weight of the shipment.
• The volumetric or dimensional weight.
• The packed length, width and height.
• The number of cartons or parcels.
• The type and fragility of the product.
• The Singapore delivery address.
• DHL international shipping rates.
• Oversized, remote-area, address-correction or special-handling surcharges where applicable.

The courier may charge according to whichever is higher: actual weight or volumetric weight.

Order currency

Unless otherwise stated, product prices, shipping charges and payments on ImageMagic.com.my are processed in Malaysian Ringgit, MYR.

The customer's bank, credit-card provider or payment service may convert the transaction into Singapore Dollars and may apply an international transaction or currency-conversion fee. Such charges are controlled by the customer's payment provider and are not refundable by Image Magic.

Changes after payment

An additional delivery charge may apply when:

• The customer changes the product, quantity or delivery address.
• The delivery details originally supplied were materially incorrect.
• The final packed size changes because of a customer-requested order amendment.
• A courier surcharge applies that could not reasonably have been identified before packing.

Image Magic will communicate any material revised charge before proceeding wherever customer approval is reasonably possible.

Unless expressly stated as included during checkout, in the quotation or in the order confirmation, Image Magic's product and DHL shipping charges do not include:

• Singapore import GST.
• Customs duties or excise duties where applicable.
• DHL advancement, disbursement or customs-processing fees.
• Documentation or permit charges.
• Storage or customs inspection charges.
• Other fees imposed by government authorities or the courier.

Where such charges apply, they are payable by the Singapore recipient directly to DHL or the relevant authority before or during delivery.

The recipient is responsible for responding promptly to requests for payment, identification, import information or customs documentation.

GST, duties, customs thresholds and import procedures are controlled by Singapore authorities and may change. Customers should check the applicable requirements before placing an order when the tax treatment is important to their purchase.

Customers must provide complete and accurate Singapore delivery information, including:

• The recipient's full name.
• Company name where delivery is to a business.
• Complete street address.
• Building, floor and unit number where applicable.
• The correct six-digit Singapore postal code.
• An active Singapore contact number.
• An active email address.

Delivery to a post-office box is not available. DHL may contact the recipient about delivery arrangements, address verification, customs clearance or payment of import charges.

Tracking information

A DHL tracking number will normally be supplied after the shipment has been collected and processed by DHL.

Tracking may not update immediately when a shipping label is first created. Customers should allow sufficient time for the parcel to receive its first courier scan.

Address changes

Customers should request an address change before dispatch. Once DHL has collected the parcel:

• An address change may not be possible.
• DHL approval or verification may be required.
• An address-correction fee may apply.
• The estimated delivery date may be extended.

Additional costs caused by a customer-requested address change or incorrect address will be payable by the customer.

The recipient is responsible for:

• Being available to receive the parcel.
• Responding to DHL delivery communications.
• Providing requested customs or identification information.
• Paying applicable GST, duties and customs-related charges.
• Arranging redelivery or collection after an unsuccessful delivery attempt.

A parcel may be held, returned or treated as unclaimed when:

• The recipient refuses delivery.
• The recipient refuses or fails to pay applicable import charges.
• The recipient does not respond to DHL.
• The delivery address is incorrect or incomplete.
• Repeated delivery attempts are unsuccessful.
• Customs-clearance requirements are not completed.

Where a parcel is abandoned or disposed of by the courier or customs authority because of recipient non-compliance, Image Magic is not required to provide a free reprint, replacement or refund.

Customs-clearance and final delivery times are controlled by the courier and the relevant authorities. Image Magic will provide reasonable assistance with commercial shipment documents but cannot guarantee a customs-clearance or delivery date.

A refund will not normally be issued solely because a parcel arrives later than estimated when:

• Image Magic completed and dispatched the order within the stated production or handling period.
• The delay occurred after the parcel was collected by the courier.
• The parcel was delayed during customs clearance.
• The recipient delayed payment or failed to provide requested information.
• The delay was caused by weather, transport disruption, public holidays or circumstances outside reasonable control.

This section does not remove the customer's rights when DHL confirms that a parcel has been permanently lost or materially damaged during delivery.

Damage during delivery

Visible delivery damage must be reported to Image Magic within seven calendar days from the recorded delivery date.

Please provide:

• Image Magic order number.
• DHL tracking number.
• Photographs of the complete outer carton.
• Photographs of the DHL shipping label.
• Photographs or videos of the damaged products.
• The estimated quantity affected.

Do not discard the printed products, carton, inner protection or courier label until the investigation has been completed.

Lost shipments

When tracking shows no movement or delivery beyond the estimated period, the customer should contact Image Magic. We will submit an enquiry or investigation to DHL.

A parcel will only be treated as permanently lost after DHL has completed or confirmed the relevant investigation.

International returns

Singapore customers must obtain written return authorisation before sending any product back to Malaysia.

• Do not return a product without written instructions.
• Do not send a cash-on-delivery international return.
• Do not discard the affected product while the claim is under review.

For a confirmed Image Magic production error or approved delivery-damage claim, Image Magic will arrange or cover reasonable standard return shipping where a physical return is required.