Delivery Policy

How and when we deliver your travel documents. We sell travel services, not physical goods, so nothing is shipped.

Last updated: November 2026

What we deliver

When you book with us you receive documents, not parcels:

Payment receipts and invoices
Flight e-tickets and itinerary receipts
Hotel, tour, transfer and cruise vouchers
Your final day-by-day itinerary
Travel insurance certificates, if you buy cover through us
Visa approvals or e-visas, when we apply on your behalf

How we deliver

We send every document electronically: by email from an @fiveats.com address, by WhatsApp from our business number +60 13‑435 2261, or both.

If you prefer printed copies, you can collect them free of charge from our office at 50, China Street, 10200 George Town, Penang, Malaysia.

Because nothing is shipped, there is no delivery or shipping charge.

When you receive them

Payment receipts: once we confirm your payment, usually within one working day.
Flight e-tickets: once the fare is paid in full and the airline issues the ticket, usually within two working days.
Hotel, tour and transfer vouchers and your final itinerary: after your booking is paid in full, normally 7 to 14 days before departure, when suppliers release their final confirmations.
Visas: as soon as the embassy or immigration authority approves them. Each authority sets its own processing time.
Travel insurance certificates: when the policy is issued.

Travel documents are issued only after your booking is paid in full, as set out in our Booking Terms. The balance is due no later than 31 days before departure.

Check your documents

Please check every document as soon as you receive it: names exactly as they appear in passports, travel dates, flight times and hotel details. Tell us straight away if anything is wrong. Airlines and hotels may charge for corrections, and some details cannot be changed once issued.

If something hasn't arrived

First check your spam or junk folder. If a document is still missing, contact us and we will resend it at no charge.

Questions about your documents? Email [email protected] or call 04-261 0642.