物流政策

SHIPPING & DELIVERY POLICY

Welcome to PointGrab. We are committed to providing an efficient, reliable, and smooth experience for all our international users. Please read our shipping guidelines below to understand how your orders are fulfilled and delivered.

1. ORDER FULFILLMENT & LOCAL PROCUREMENT
Since we operate on an innovative gamified commerce model, once an item/reward is unlocked or drawn, we utilize a premium local procurement strategy to fulfill your order. We source and purchase the item directly from top-tier trusted merchants or official brand distributors located within your local region or nearest hub. This ensures the fastest turnaround time and guarantees product authenticity.

2. SHIPPING FEES (GLOBAL FREE SHIPPING)
To offer the best user experience worldwide, we provide 100% FREE SHIPPING on all qualifying rewards and promotional checkouts. There are no hidden customs duties or unexpected delivery fees at checkout. The price you see during the promotional stage is all-inclusive.

3. COURIER PARTNERS & DISPATCH
Once your item is procured from our local fulfillment partners, it will be dispatched immediately via leading global and domestic couriers based on your country. Our standard courier roster includes, but is not limited to: DHL, FedEx, UPS, Amazon Logistics, and trusted local national postal services (e.g., Correos for Spain, Correios for Brazil).

4. ESTIMATED DELIVERY TIMES
Because we source items close to your delivery destination, actual transit times are optimized. Most orders arrive within 3 to 7 business days following local dispatch. However, international transit or remote area customs clearance may occasionally extend delivery up to 10-14 business days. 

5. TRACKING AND NOTIFICATIONS
Once your order has been dispatched from the local procurement center, a valid tracking number and a tracking link will be updated within your PointGrab user dashboard. You can log into your account at any time to monitor the real-time shipping status of your reward. 

6. WRONG ADDRESS & UNCLAIMED PACKAGES
Please double-check your shipping address and contact phone number carefully at checkout. We are not responsible for delivery failures caused by incorrect contact details. If a package is returned to the local hub due to being unclaimed, users may be responsible for secondary shipping arrangements.

7. CONTACT INFORMATION
If you have any questions regarding your shipping status, delivery issues, or order logistics, please do not hesitate to reach out to our global support team at:
Customer Support Email: familia@pointgrab.net
Corporate Address: Room 1205, 12/F, Silvercord Tower 2, 30 Canton Road, Tsim Sha Tsui, Kowloon, Hong Kong