Delivery Policy

MTT Delivery Policy

1. Delivery Information & Tracking

Once your appointment is confirmed, you will receive a WhatsApp message containing your MTT Track-Link. This link allows you to view driver details, delivery status, and perform relevant actions.

2. Estimated Time of Arrival (ETA)
  • West Malaysia: ETA will be available from 8:00 PM the day before delivery via the Track-Link. On the delivery day, ETA can be refreshed within 1 hour prior to the delivery window. Please note that the ETA is for reference only and not a guaranteed delivery time.
  • East Malaysia: The driver will call you directly to provide an ETA.

πŸ“Œ Important Note: ETA is system-generated and not 100% guaranteed. In the event of unforeseen circumstances (e.g. traffic congestion, weather conditions, driver absence, delays from prior deliveries, or vehicle breakdown), delivery may not be completed on the same day. In such cases, we will not offer compensation but will coordinate closely with you to reschedule the delivery at the earliest convenience.

3. Call Confirmation

The driver will attempt to call you prior to dispatch to confirm your address and delivery readiness. If multiple attempts to reach you fail, the order will be marked as undeliverable for the day and automatically rescheduled.

4. Identity Verification

Please prepare your TAC verification code and identification documents to complete the delivery process.

5. Unboxing & Pre-Signature Inspection
  • Unboxing is an optional service. If you choose to sign without unboxing, it will be deemed that you have accepted the item in good condition.
  • If unboxing service was not pre-booked, the driver will not assist or wait for unboxing in order to maintain delivery efficiency.
6. Installation & Additional Services
  • Not all drivers or delivery personnel are qualified to perform installations. If additional services (e.g. wall mounting, unboxing, special handling) were not selected and paid for during booking, drivers may decline to perform them.
  • If any private arrangements or cash payments are made directly with the driver, it will be considered a personal arrangement and you agree to bear full responsibility for the outcome.
7. Missed Deliveries & Auto-Rescheduling
  • If you are not available during the scheduled delivery window, the system will automatically reschedule your delivery and notify you via WhatsApp.
  • If the new date is not suitable, you may change it via the MTT Track-Link;
  • A maximum of 3 delivery attempts are provided free of charge;
  • After 3 failed attempts, an RM10 redelivery fee will apply;
  • Continued non-response will result in automatic cancellation and return of the item to the seller.
8. Doorstep Placement Authorisation

This option must be pre-selected by the customer via MTT Appt-Link:

  • βœ… If "Proceed with delivery even if unreachable" is selected, and you agree to bear the risk, the driver will deliver as scheduled and leave the item at your doorstep or lobby if no one is available to receive it;
  • ❌ If you selected "Do not deliver" or left the option blank, the system will automatically reschedule and notify you of the new date via WhatsApp.
9. Driver Fee Restrictions

All service charges must be made via the official booking platform. Drivers are not authorised to collect any additional fees (e.g. stair carry charges, service visit charges) to avoid misunderstandings or disputes.

10. Special Services & On-Site Charges

Air-conditioner and digital lock installations may involve additional on-site requirements (e.g. extended piping, wall drilling, pressure tests). These must be discussed and agreed upon between you and the technician. Payment is to be made directly to the installer, who is fully responsible for the service outcome.

11. Delivery Confirmation

Once you sign the Proof of Delivery (POD) or electronic POD (ePOD), it confirms that you have accepted the product and services in satisfactory condition.

12. Access & Surface Protection

Please ensure the delivery path is clear and floor surfaces are protected. If narrow spaces or specific customer instructions require the driver to drag or manoeuvre items, this will be deemed as customer authorisation to proceed at their own risk (e.g. potential floor scratches).

13. Customer Responsibilities

You are responsible for:

  • i. Ensuring safe and accessible delivery routes;
  • ii. Protecting your flooring and home contents;
  • iii. Being present during the agreed delivery time;
  • iv. Securing valuables to avoid disputes;
  • v. Inspecting the product before signing;
  • vi. Notifying the driver in advance if e-waste collection is required;
  • vii. Preparing your TAC code and identification for verification;
  • viii. Accepting the risks if you request specific handling (e.g. no trolley use, dragging furniture);
  • ix. Ensuring all fixtures (e.g. taps, power outlets) meet installation requirements. MTT does not modify or adapt existing fittings;
  • x. If installation cannot proceed on-site, a revisit will be required at an additional fee. We will still perform basic inspection and unboxing where applicable.
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