Shipping policy

activeliberated.com

Last updated: April 2026

We want every order you place with Active Liberated to reach you in perfect condition and on time. This policy covers everything you need to know — from placing your order to what to do if something isn’t right when it arrives.

If you have a question that isn’t answered here, please reach out to us at cs@activeliberated.com or via our contact form at www.activeliberated.com/pages/contact. We will respond within 3 business days.

1. Order Confirmation and Processing

Order Confirmation

Once your order is successfully placed and payment is confirmed, you will receive an order confirmation email from us within 48 hours. This email confirms that we have received your order and that payment has been processed.

If you do not receive a confirmation email within 48 hours, your order may not have been successfully placed. Please check your spam or junk folder first. If there is still no confirmation, please log in to your account to review your order history, or contact us at cs@activeliberated.com. You are welcome to place your order again if needed.

Payment Verification

Your order confirmation email does not constitute final acceptance of your order. We reserve the right to verify payment before processing. If your payment cannot be verified or is declined, your order will be automatically cancelled within 24 hours, and you will be notified by email. No charge will be applied for cancelled orders due to payment failure.

Order Processing Time

All orders are processed and dispatched on the next business day following the date your order is placed. Business days are Monday to Friday, excluding Singapore public holidays.

You will receive a separate dispatch notification email with your tracking details once your order has been handed to the courier.

Partial Orders

If your order includes an item that is unexpectedly out of stock after you have placed your order, we will contact you by email to let you know. You may choose to:

– Receive the available items immediately, with the out-of-stock item shipped separately when available at no additional charge

– Wait for all items to be ready and receive your full order in one shipment

– Cancel the out-of-stock item for a full refund to your original payment method

We will hold your order for your response for 3 business days. If we do not hear from you, we will dispatch the available items and place the remaining item on backorder.

Change of Delivery Information

Amendments to your delivery address or contact details are only possible before your order has been processed. You will know your order has been processed when you receive a dispatch notification email from us.

To request a change before dispatch, please contact us immediately at cs@activeliberated.com or via our contact form. Once your order has been dispatched and is with the courier, we are unable to redirect or amend delivery details, and no cancellations can be accepted.

2. Delivery Within Singapore

Delivery Rates and Timeframes

We offer Standard and Express courier delivery within Singapore. Delivery timeframes are estimates and are counted in business days (Monday to Friday, excluding Singapore public holidays) from the date of dispatch.

Delivery Option	Est. Timeframe	Orders below S$80	Orders S$80 and above
Standard	3-5 business days	S$6.00	Free
Express	1-2 business days	S$10.00	S$10.00

Timeframes are estimates only and are not guaranteed. Delivery periods exclude the dispatch date, weekends, and Singapore public holidays. Active Liberated is not liable for courier delays outside our control.

Restricted Delivery Locations

For security and logistical reasons, we are unable to deliver to the following locations:

– Jurong Island

– Tuas Checkpoint and Woodlands Checkpoint

– Military camps and installations

– Changi Airport and Seletar Airport (airside and restricted zones)

– Offshore islands (e.g. Pulau Ubin, Sentosa residential zones not served by courier)

– P.O. Boxes

– Hotels

If your shipping address falls within a restricted location, we will contact you to arrange an alternative delivery address. If we are unable to reach you, your order may be cancelled and a full refund issued.

Unattended Deliveries

Our courier will attempt to deliver to your specified address. If you are not present at the time of delivery, the courier may leave the parcel in a designated safe location, their discretion. Active Liberated is not liable for loss or theft of parcels left unattended after a successful delivery attempt.

If you require a signature on delivery, please indicate this in your order notes at checkout. Additional charges may apply.

3. Delivery to Malaysia

Delivery Rates and Timeframes

Active Liberated currently ships to Peninsular Malaysia and East Malaysia (Sabah and Sarawak). Prices reflected are in Singapore Dollars (SGD).

Delivery Option	Est. Timeframe	Flat Fee
Standard	5 business days	S$15.00
Express	1-2 business days	S$30.00

Timeframes are estimates from the date of dispatch and exclude weekends and public holidays in both Singapore and Malaysia. East Malaysia deliveries may take longer than Peninsular Malaysia.

Customs, Duties and Taxes

Shipments to Malaysia may be subject to customs inspection and import duties or taxes levied by the Royal Malaysian Customs Department. These charges are the sole responsibility of the recipient and are not included in the price of your order or shipping fee.

Active Liberated has no control over customs processing times or the imposition of import duties. We are not liable for delays caused by customs clearance. If your parcel is held at customs, you may be contacted directly by the courier or Malaysian customs authorities.

We recommend that you familiarise yourself with Malaysia’s import regulations before placing your order. If a parcel is refused at customs and returned to us, we will contact you to discuss next steps. Return shipping costs in this scenario will be borne by the customer.

4. Order Tracking

Once your order has been dispatched, you will receive a dispatch notification email containing your tracking number and a link to track your parcel on the courier’s website.

Please allow up to 24 hours after receiving your dispatch notification for tracking information to become active on the courier’s system.

If your tracking link shows no updates for more than 3 business days after dispatch, please contact us at cs@activeliberated.com with your order number. We will investigate with the courier on your behalf.

Common Reasons for Delivery Delays

While we aim for all orders to arrive within the estimated timeframe, delays can occasionally occur due to:

– High parcel volumes during sale periods or public holidays

– Severe weather conditions affecting courier operations

– Incorrect or incomplete delivery address provided at checkout

– Failed delivery attempts due to recipient being unavailable

– Customs inspection or clearance processes (Malaysia orders)

– Courier system outages or operational disruptions

If your order has not arrived within 5 business days of the estimated delivery date (Singapore) or 7 business days (Malaysia), please contact us and we will escalate the matter with the courier.

5. Missed Deliveries

Our courier will make up to two delivery attempts to your specified address. If both attempts are unsuccessful, your parcel will be returned to Active Liberated.

Once we receive the returned parcel, we will contact you by email to notify you and discuss the available next steps. You will have the following options:

– Request re-delivery to the same or an alternative address — re-delivery shipping charges will be borne by you

– Collect the item from us directly if you are in Singapore — please contact us to arrange this

– Cancel the order — a store credit for the value of the items (excluding original shipping fees) will be issued to your Active Liberated account, valid for 12 months

Store credits for missed delivery returns will only be issued upon your written confirmation by email. Credits will not be issued automatically. If we do not receive a response from you within 14 days of our notification, we reserve the right to return the item to stock and issue store credit at our discretion.

Please ensure your delivery address and contact details are accurate before placing your order. Active Liberated is not liable for failed deliveries resulting from incorrect information provided by the customer.

6. Damaged Items on Arrival

We take great care in packing every order. In the rare event that your item arrives damaged, please do not discard the packaging. We will require photographic evidence to investigate the matter with our courier and fulfil our obligation to you.

What to Do

– A clear photo of the exterior packaging, showing any visible damage to the box or mailer

– A photo of all the items as they appeared inside the packaging upon opening

– A clear photo of the specific item that is damaged, showing the defect clearly enough to confirm the item cannot be used

Claims submitted without all three photographs or submitted more than 7 days after the date of delivery, cannot be accepted. Beyond this window, no compensation can be offered.

Resolution

Once we have reviewed your submission and confirmed the damage, we will arrange a resolution in accordance with our Returns & Exchange Policy. This may include a replacement item or store credit. Please refer to our Returns & Exchange Policy at www.activeliberated.com/policies/returns for full details.

7. Missing or Incorrect Items

Missing Items

If an item is missing from your order, please contact us at cs@activeliberated.com within 7 days of receiving your delivery. Include your order number and a photo showing all items received, laid out clearly so we can verify what was included in the parcel.

Incorrect Items

If you have received an item that does not match your order, please contact us within 7 days of receipt. Your email should include:

– A photo showing all items received

– The incorrect item, with all hang tags, gusset stickers, and original packaging intact and uncut

Please do not remove hang tags or cut gusset stickers from any incorrect item. Items returned to us with tags or stickers removed will not be accepted and no compensation can be offered.

Claims Window

All claims for missing or incorrect items must be submitted within 7 days of the date of delivery. Beyond this period, Active Liberated is unable to offer any compensation or resolution. This window exists to allow us to investigate claims effectively with our fulfilment and courier partners.

8. Events Outside Our Control

Active Liberated shall not be liable for any delay or failure to deliver your order caused by events beyond our reasonable control. These include, but are not limited to, natural disasters, acts of government, pandemics, severe weather, courier network disruptions, industrial action, customs delays, or any other event that could not reasonably have been anticipated or prevented.

In such circumstances, we will make every reasonable effort to notify you promptly and to fulfil your order as soon as conditions allow. If fulfilment becomes impossible, we will offer you a store credit or alternative resolution.