Shipping policy
Last Updated: February 2026
At Root & Remedy, we take great care to ensure your broth reaches you safely, fresh, and properly frozen.
All orders are shipped using NinjaVan Cold Chain logistics, designed specifically for temperature-sensitive food products.
Shipping Coverage
We currently ship frozen products across:
• Klang Valley
• Peninsular Malaysia (West Malaysia)
At this time, we do not deliver to Sabah, Sarawak, or international destinations.
Shipping Schedule & Delivery Timeline
Because frozen orders are shipped via scheduled cold chain routes, delivery follows a structured process.
Order Processing
Orders are typically prepared and dispatched within 1–2 working days after payment confirmation.
Estimated Delivery Time
• Klang Valley: Delivery typically takes 2–7 working days after dispatch
• Outside Klang Valley: Delivery typically takes 3–10 working days after dispatch
• Orders are shipped from Monday to Saturday.
• Delivery hours: 10:00 AM - 9:00 PM.
• No deliveries on Sundays or Public Holidays.
Delivery timelines may vary slightly during peak seasons, public holidays, or courier scheduling.
Delivery Process
Delivery Notifications
On delivery day, the driver will WhatsApp text or call you to confirm when they are on the way.
Delivery time
Delivery times follow the courier’s pre-planned routes and are completed in sequence.
• If you’re unable to receive the parcel at the specified time, let the driver know and try to arrange for delivery on the next available day.
Our Cold Chain Commitment
We use NinjaVan Cold Chain to maintain a continuous temperature-controlled environment throughout transit.
This includes:
• Temperature-controlled storage
• Refrigerated transport
• Proper handling protocols for frozen food
Your broth will arrive frozen, which is completely normal.
Please freeze immediately upon receiving.
Packaging for Freshness
To preserve quality during delivery, all orders are packed using:
• Insulated styrofoam boxes
• Protective temperature-control packaging
This ensures your broth remains safe throughout transit.
Delivery Responsibility
To ensure the best experience:
• Please provide a complete and accurate delivery address
• Include unit number for apartments or condominiums
• Ensure someone is available to receive the parcel promptly
If the courier has successfully delivered the parcel according to standard procedures and it is not collected in time, we may not be able to take responsibility for spoilage.
Risk-Free Delivery Promise
Your satisfaction is important to us.
If any delivery issues occur:
• Orders damaged during transit will be replaced after verification
• Lost shipments will be resent
• Courier handling issues will be investigated and resolved
Please contact us as soon as possible if you encounter any problems.
Need Help With Delivery?
We’re always happy to assist.
WhatsApp: +60 12-390 2536
Policy Updates
We may update this Shipping Policy from time to time.
Any changes will be reflected on this page with an updated revision date.
Root & Remedy