Shipping policy

Last Updated: March 5, 2026

This Shipping and Pickup Policy explains how Cravmo Cafe ("Cravmo", "we", "our", or "us") handles order preparation, pickup, local delivery, and merchandise shipping for orders placed through cravmo.com.

By placing an order through our website, you agree to the terms outlined in this policy.

1. Order Processing Time (Food & Beverages)

All food and beverage orders are prepared fresh upon confirmation.

Typical preparation time is:

10 – 25 minutes

Preparation time may vary depending on:

Order size
Kitchen volume
Peak hours
Ingredient availability

Customers may be notified if additional preparation time is required.

2. Pickup Orders

Customers may select self-pickup when placing an order.

Pickup orders can be collected at:

Cravmo Cafe
28 Jalan Setia Utara 3
Bandar Setia Fontaines
13200 Kepala Batas
Penang, Malaysia

Customers are responsible for arriving at the scheduled pickup time.

If an order is collected significantly later than the scheduled pickup time, food quality may decline and Cravmo cannot guarantee optimal freshness.

Orders that remain uncollected for an extended period may be discarded without refund.

3. Local Delivery Orders (Food & Beverages)

Delivery may be available depending on your location.

Delivery areas, fees, and estimated delivery times may vary based on service coverage.

Delivery times may be affected by factors including:

Traffic conditions
Weather conditions
High order volume
Courier availability

While we strive to deliver orders within the estimated timeframe, delivery times are not guaranteed.

4. Delivery Address Accuracy

Customers must provide complete and accurate delivery information, including:

Full address
Unit, house, or building number
Contact phone number

Cravmo is not responsible for failed deliveries caused by incorrect or incomplete information provided by the customer.

If a delivery fails due to incorrect information, additional charges may apply for re-delivery.

5. Customer Availability

Customers must be available to receive their delivery at the provided contact number and address.

If the delivery driver is unable to reach the customer within a reasonable timeframe, the order may be considered completed and non-refundable.

6. Delivery Issues

If there is an issue with your order such as:

Missing items
Incorrect items
Damaged packaging

Please contact us as soon as possible so we can assist.

Issues should be reported within a reasonable timeframe after receiving the order.

7. Delivery Delays

While we aim to deliver orders promptly, delays may occasionally occur due to circumstances beyond our control, including:

Traffic congestion
Weather conditions
High demand periods
Courier availability

Cravmo is not liable for delays caused by such circumstances.

8. Order Completion

Orders are considered successfully fulfilled once:

The order has been collected by the customer, or
The order has been delivered to the provided address

Cravmo is not responsible for orders left unattended at the delivery location after successful delivery.

9. Service Area

Local delivery for food and beverages may be limited to specific areas.

Cravmo reserves the right to refuse delivery to locations outside our service coverage.

10. Merchandise Shipping (Non-Perishable Goods)

Cravmo may offer shipping for non-perishable merchandise, including drinkware, accessories, and branded items such as Hovty thermos products.

Merchandise shipping is available throughout West Malaysia and East Malaysia.

Shipping terms for merchandise orders include:

Shipping fees will be calculated at checkout based on the destination and courier service.
Orders are typically processed within 1–3 business days before shipment.
Estimated delivery times may vary depending on the courier and delivery location.
Delivery timeframes are estimates and may be affected by courier operations, public holidays, or unforeseen delays.

Where available, customers will receive shipment confirmation and tracking details.

Once a package has been handed over to the courier, delivery is the responsibility of the courier service.

Cravmo is not responsible for delays caused by courier operations.

Customers must ensure that the delivery address and contact information are accurate. If a shipment is returned due to incorrect address details or unsuccessful delivery attempts, additional shipping charges may apply for re-delivery.