DELIVERY & RETURNS

Every item and product on KETAM.DELIVERY is cooked fresh when you order. Same-day delivery and Pre-Order options are available. KETAM.DELIVERY takes great pride in every product we offer, and we strive to deliver them in the best possible condition on the requested delivery date.

While we take many steps to minimize risks when delivering fresh items throughout Klang Valley, there are unfortunately some factors beyond our control, such as weather and traffic conditions during peak hours.

Delivery Policy
Upon placing an online order, you will receive an email confirmation from KETAM.DELIVERY regarding your order details (as long as you have provided the correct email address). We usually confirm the receipt of your order within the same day via email. If you haven’t received the confirmation email, kindly check your spam folder or call us at 012 560 4435.

Our delivery services are provided through our partner Lalamove and other third-party alternatives. We will attempt to send your order on the requested delivery date and time, but there is no 100% guarantee that your order will arrive exactly at your specified time. We advise customers to select available time slots, as we are unable to fulfill deliveries earlier than 11:30AM (depending on location and items).

KETAM.DELIVERY is not responsible for delays in transit caused by high order volumes, weather, mechanical errors, strikes, natural disasters, safety controls, local carrier mis-scans, or inaccurate shipping information. KETAM.DELIVERY is also not responsible for misdelivery or unsuccessful delivery due to misinformation provided by the customer (e.g., delivery address, contact number, or unresponsive calls or texts upon delivery).

Re-Delivery
Re-delivery may incur additional charges borne by the customer. We may leave your order at the address even if there is no response from the recipient to accept the delivery. A second delivery attempt will not be made unless requested, and additional delivery fees will be charged.

Customers are responsible for ensuring that all shipping information is correct before submitting an order, as well as checking their order confirmation email. If there are any changes to the order, kindly contact our team immediately at 012 560 4435 with your order number so we can make the necessary amendments. A change of address after submitting the order may require additional delivery fees if the area differs from the initial address.

Cancellations, Refunds, Adjustments on Orders
No returns or cancellations are allowed on any orders once the order is confirmed. If you need to amend the delivery details (recipient, date, time, address, contact number), kindly contact us at 012 560 4435.

All orders are shipped via Lalamove or other third-party delivery services. KETAM.DELIVERY may hire alternative third-party delivery services to deliver your order.

Same-day Delivery Policy
Please allow at least 2-hour lead time for order preparation. For confirmation on available products for same-day delivery, please check with our team at 012 560 4435 or visit www.ketam.delivery.

Refund & Returns Policy
All sales are final.

If for any reason you are not completely satisfied with your purchase, we will work with you to determine an appropriate solution. Please reach out to us within 24 hours if you are dissatisfied with your purchase so that we can resolve any issues.

My product(s) arrived damaged. What should I do?
Contact us at 012 560 4435 or email us at pondokketam@gmail.com. Please include your order number, the name of the product, and a description of the damage or defect.

We understand that items can sometimes be damaged during transit, and we will work to resolve the situation promptly.

My product(s) arrived late. What should I do?
We do not provide a 100% guarantee that products will be delivered exactly at your selected time, though we take precautions to account for high traffic. We appreciate your kind understanding.