Terms and Conditions

1. Delivery and Collection

All deliveries and collections are strictly operated on courier providers operating hours and days.

Couriers /
States
Kuala Lumpur, Selangor, Melaka, Pahang, Negeri Sembilan, Perak, Perlis, Sabah, Sarawak Mon-Fri

9.00 a.m.-6 p.m.

Mon-Fri

8.00 a.m.-5 p.m.

Mon-Sun

8.00 a.m.-8 p.m.

Mon-Sun

9.00 a.m.-6 p.m.

Mon-Sat

8.00 a.m.-5 p.m.

Mon-Sun

8.00 a.m.-5 p.m.

Mon-Sat

8.00 a.m.-5 p.m.

Mon-Fri

9.00 a.m.-6 p.m.

Kelantan, Terengganu, Kedah Sun-Thurs

9.00 a.m.-6 p.m.

Mon-Fri

8.00 a.m.-5 p.m.

Mon-Sun

8.00 a.m.-8 p.m.

Mon-Sun

9.00 a.m.-6 p.m.

Sat-Thurs

8.00 a.m.-5 p.m.

Mon-Sun

8.00 a.m.-5 p.m.

Sat-Thurs

9.00 a.m.-6.00 p.m.

Sun-Thurs

9.00 a.m.-6 p.m.


Couriers /
States
Klang Valley
(Kuala Lumpur, Selangor)
Mon-Fri

9.00 a.m.-6 p.m.

2. Prohibited Items and Restricted Items

Below is the general list of prohibited and restricted items. If any of the following prohibited and restricted items are collected by courier, user is liable to be penalized and parcel will not be accepted for shipment. A refund will not be allowed for shipment of prohibited and restricted items.

  1. Alcohol related items (perfumes, sanitizers or any products containing alcohol content inside such as beer, wine, and liquor)
  2. Flammable related items
  3. Radioactive related items
  4. Transmission-interception or receiver items (walkie talkie and transmitter devices that disrupts or attempt to obtain information through satellite / transmission)
  5. Wide variety of electronic goods powered by Lithium Batteries fall under the Dangerous Goods Regulations, regardless of whether they are rechargeable (Lithium Ion) or non-rechargeable (Lithium Metal). It is prohibited for shipment that requires air freight regardless of any of the regulations:
    • Loose (Shipped as individual item). Example: Shipment of battery.
    • Packed with equipment (Detach from the device but still in the same packaging). Example: Computer mouse and battery detachment.
    • Built in the equipment (Battery installed in the equipment). Example: Tablet.
  6. Live goods (such as living animals and plants)
  7. Perishable goods (such as meat, vegetables, fruits, frozen foods etc.
  8. Narcotics (such as drugs or controlled substances)
  9. Personal identifiable information (such as NRIC, debit/credit card, passport, SIM card and more that are personal related)
  10. Documents form (such as letters, or any form of document such as debit/credit card or insurance statement, company contracts)
  11. Tobacco (cigarettes, shisha, e-cigarettes and its related)
  12. Valuable products (such as coins, gold, bank notes)
  13. Articles (magazines, books, or journals that contains inappropriate/obscene/immoral materials such as pornographic)
  14. Weapons / Firearms (guns, bullets, bombs, grenade, blades and etc except for kitchen utensils)
  15. Cultural artifacts (antiques, archaeological and ethnological material)
  16. Human body parts (any parts from human including hair, nails, skin)

Click here to have full list of restricted and prohibited items across the countries.

** Restriction or prohibition changes over time and the list shared with you may not be accurate at times. User is responsible to read our terms and conditions or seek for clarification by contacting us directly at support@myparcelasia.com or chat live to ensure if the item is safe and acceptable for shipment.

3. Customer’s Obligations
  1. MyParcel Asia accommodates and arranges the collection and delivery between user and service provider for.
  2. MyParcel Asia is not directly linked with courier partners, nor do we deliver items directly to customers.
  3. MyParcel Asia provides the arrangement of shipment through courier partners that are accountable with us.
  4. Our courier partners have the rights to decline and refuse in acceptance of shipment due to any given reason such as poor and inadequate packaging, weight of parcel does not affiliate with the order, oversized or peculiar sized parcel.
4. Postponement / Impairment / Loss of items
  1. All prohibited items will be void for any claims.

  2. All consignments must be properly packed and wrapped. Any claim resulting from a parcel that is not properly packed will be rejected.

  3. For any damage shipments, please keep it at the delivered point for inspection. Do not tamper with the shipment, and it is compulsory to take photos and video(s) of the package upon receival. Courier providers have the rights to withdraw the claim application(s) should the evidence are insufficient for investigation from their end.

  4. All consignments must be able to withstand a slight drop. Should the outside packaging be intact, and the item inside the packaging is damaged, claims will be void, as the inner packaging is insufficient in protecting the goods.

  5. In the event of the parcel is damaged upon delivery, the receiver or sender must notify MyParcel Asia within 48 hours and submit the relevant details to our team for further action.

  6. All lost and damaged parcels are compulsory be reported to MyParcel Asia within the time frame. Lost and damaged parcels reported after the specified time frame will not be eligible for the compensation claim.

Below are the time frames specified for damaged and lost parcels:

  1. Lost parcels:

    Within 30 days (starting from the send date) - applies to J&T Express & International, Poslaju, EMS, AirParcel, DHL Ecommerce, Ninja Van, Flash Express, Janio Asia, QXpress, Aramex

    Within 21 days (starting from the send date) — applies only to City-Link Express.


  2. Damaged: Within 48 hours upon receival.

For compensation claims, all lost/damage/pending status update/partial lost parcels must be reported as soon as possible to our side through our live chat or emails or WhatsApp number. Guidelines for the reports have been provided on our blog: Click Here.

5. International Deliveries
  1. Shipment charges are calculated according to the actual or volumetric weight (whichever is higher) and any shipment may be re-weighed and re-measured by the respective courier provider company.

  2. Shipper shall pay or reimburse the courier for all shipment charges, ancillary charges, duties, and taxes owed for services provided by the courier or incurred by the courier on shipper’s or receiver’s or any third party’s behalf and all claims, damages, fines, and expenses incurred if the shipment is deemed unacceptable for transport.

  3. Custom Clearance:

    As you have pre-paid for the transport/postage charges of your consignment/s, all other possible charges like customs charges must be paid in addition by the receiver when delivery is made. MyParcel Asia reserves the right to pass these charges directly onto the person that placed the order. If the receiver does not wish to pay the charges and the consignment is returned, all return charges will be charged back to the sender’s account.

    MyParcel Asia shall not be liable for any origin or destination customs fee: Value Added Tax, import export taxes or duties, temporary import export charges, storage, shipment return charges, or any similar charge(s) incurred from the first and last mile of any consignment and you must satisfy yourself as to whether any of these charges will become due, and if so in what amounts, before completing an order with us.

    If any such charges become due because of our carriage and or delivery of a consignment on your behalf and are charged to us by any competent authority, you agree to reimburse us fully in respect of the same within 7 days of our demand.


  4. Declaration

    For international shipment, declaration must be clear and provided with commercial invoice which lists all the goods shipped, brand, quantity, price per item and total in the original country’s currency

    Failure to provide with the details stated earlier can lead to the offence as follow:

    Offence
    Making an incorrect declaration.

    (Section 128(1)(a) of the Customs Act)

    Making an incorrect or incomplete declaration on the value of goods imported into or manufactured in for the purpose of assessment of duty or GST.

    (Section 128(1)(c) of the Customs Act)

    Failure to make a declaration of goods imported into, exported from, or transshipped in Singapore

    (Section 128B(1)(a) of the Customs Act)

    Making a false declaration.

    (Section 28(1)(a) of the RIEA))

    Importing, exporting, or transshipping goods without permit

    (Regulation 3(1) of the Regulation of Imports and Exports Regulations [RIER])

6. Additional Charges

Weight Discrepancies

The final weight is verified by the courier company (actual or volumetric weight — whichever is higher). In the case of excess weight, additional charges are when the shipment is heavier or larger that the originally indicated weight. Our team will notify you through email. Should you wish to dispute the deduction, kindly contact our Customer Support team via live chat or email for further assistance along with the picture of item on scale weight and the dimension for shaped bulky packaging within 7 days from the deduction date, to avoid from failure to appeal for dispute.

Delivery

  1. Re-attempt of the delivery-- if the recipient or a person representing the recipient was not available at the shipment venue (given the delivery man has notified on arrival before the delivery).

  2. Any request for amendment of details when the parcel is in the progress of transit:
    • Address: (unit house number, postal code, city, state, country).
    • Recipient details (phone number, ID number (for international shipment).
    • Any details that may disrupt the delivery progress and incurred costs for the courier provider.

  3. Shipments that are meant to be sent to, or collected from, outskirt areas.

  4. If consignment (s) must be returned due to the sender’s delinquency, the return charge is chargeable. Should there be any customs charges, it will be charged to your account

All documentations must be complete. Incomplete documentation may incur delays and additional charges may be charged by the courier provider.

7. Obligation and Entitlements

Credits

The top up credits into an account have:

  1. Six (6) months validity for the paid value from that date (applied for MPA20 package)
  2. One (1) year validity for the paid value from that date (applied for MPA 50 and above packages).

However, once a transaction has been made through methods as follows:

(Top up, online payment, e-wallet, direct transaction through debit or credit card), no refunds shall be given.

Flyers

  1. Flyers that are eligible for redemption based on top up package must be redeemed within 3 (three) months from the top up date through the website.
  2. Quantity of redeemed flyers are subject to the top up package that offered on the top up date.
  3. Redemption after the stated period will be nullified and void.

Airway Bill

  1. Airway bill that has been generated is only valid for 7 days from the checkout date.
  2. Should the sender want to cancel and get credit refunded for the unused/ unutilized airway bill, the request must be done within 3 months from the checkout date. Any credit refunded request that is made beyond the designated period, the request(s) is automatically void and will not be processed.
  3. The credit refund request for the unutilized airway bill will only cover for shipping fee, or for COD shipment is shipping and COD fee. SMS tracking fee is non-refundable.
  4. Refund for failed delivery (incorrect address/ incomplete address/rejected by the recipients/unreachable phone number) is impermissible.
  5. Each parcel is compulsory to have its own airway bill.
  6. For parcels that are lost, damaged, unsuccessful delivery—shipment fee is non-refundable.
  7. If there’s any further clarification or assistance is needed, please contact our support team.

Commercial Invoice

Sabah & Sarawak.

Courier Provider Commercial Invoice Needed
No
No
No
No
Yes
Yes
Yes

International Shipment.

Courier Provider Commercial Invoice Needed
Yes
Yes
Yes
Yes
Yes

Liability

MyParcel Asia is liable only for the direct loss and damage of the shipment. All other consequential losses (including but not limited to lost profits, income, interest, future business), will not be claimable

Each service comes with a limited amount they can claim for damages/loss. Should you want the full value of the item to be covered, additional insurance must be directly purchased with the respective couriers that you have chosen.

Claims are on per consignment basis only.

In the event of a claim, a cost invoice will be needed to prove the value of the consignment/s and photos must be supplied for all damage claims.

All consignments must be accurately, correctly and properly packed and labeled.

Extra protective materials must be used in ensuring the safety of the goods shipped.

Limited Liability

1) J&T Malaysia and POS Laju.

For domestic and non-customize [additional] insurance shipments, shall only be liable for the direct losses for damaged or lost items, but is limited to the following:

The actual amount of loss or damage based on the actual value/costs of the contents as stated on purchase invoice of damaged or lost items or a maximum of RM100.00 for domestic shipments, whichever is lower, for each consignment note with contents weighing 2.0 kg and below.

The actual amount of loss or damages is based on the actual value/costs of the content as stated on purchase invoice of damaged or lost items or a maximum of RM300.00 for domestic shipments, whichever is lower, for each consignment note with contents weighing 2.01 kg or above

2) DHL E-Commerce

For domestic and not under Shipment Value Protection (“SVP”):

DHL eCommerce’s liability in respect of any one shipment is limited to MYR 200.00 or the actual value of the Shipment, whichever is lower.

3) Ninja Van

Ninja’s aggregate liability arising out of or in connection with the Delivery Service shall not exceed RM200 or the parcel value, whichever is lower, subject to applicable laws

4) Flash Express

Flash Malaysia Express' liability for the damage caused by each shipment is limited to the direct loss and shall not exceed the limit per kilogram specified. Flash Malaysia Express shall not be liable for any other loss or damage (including but not limited to loss of profits, income, interest, and future business), despite it is specific, indirect or is aware of the risk of such loss or damage. Flash Malaysia Express' liability is limited to direct loss and damage and a maximum of RM 200 per Consignment Notes unless warranty were included.

5) City-Link Express

The liability of the company for any loss or damage to the shipment (which term shall include all documents or parcels consigned to the Company under this airway bill) is limited to :

(i) Maximum of RM200.00 or whichever is lower.

6) Aramex

For international shipments, shall only be liable for the direct losses for damaged or lost items, but is limited to the following :

The actual amount of loss or damage based on the actual value/costs of the contents as stated on purchase invoice of damaged or lost items or a maximum of USD 50.00 for domestic shipments, whichever is lower, for each consignment note with contents weighing 2.0 kg and below;

The actual amount of loss or damages is based on the actual value/costs of the content as stated on purchase invoice of damaged or lost items or a maximum of USD 100.00 for domestic shipments, whichever is lower, for each consignment note with contents weighing 2.01 kg or above

7) Janio Asia

For international shipments, shall only be liable for the direct losses for damaged or lost items, but is limited to the following:

The actual amount of loss or damage based on the declared value of an individual item in the order with a maximum of USD 100, whichever is lower.

8) EMS & Air Parcel

For international shipments, shall only be liable for the direct losses for damaged or lost items, but is limited to the following:

The actual amount of loss or damage based on the actual value/costs of the contents as stated on purchase invoice of damaged or lost items or a maximum of RM200.00, whichever is lower.

9) QXpress

For international shipments, shall only be liable for the direct losses for damaged or lost items, but is limited to the following:

The actual amount of loss or damage based on the actual value/costs of the contents as stated on purchase invoice of damaged or lost items or a maximum of RM1,000.00, whichever is lower

Approval is subject to the decision made by the courier service provider.

Please check our Prohibited Items List to see if you are able to make a claim.

For compensation claims, all lost/damage/pending status update/partial lost parcels must be reported as soon as possible to our side through our live chat or emails or WhatsApp number. Guidelines for the reports have been provided on our dashboard. MPA Dashboard

8. Deletion of User Account and Content

Account user and holder may terminate or proceed on deletion of MyParcel Asia's Account in accordance with Terms and Conditions as indicated under “Deletion of User Account and Content” section.

Account user may terminate the MyParcel Asia’s Account at any given time and closure of account may be subjected to eligible fee. The user of account is alleged to clear off any remaining charges due, administration fee and other fees that may be accountable in relation to termination of account.

9. Account

Each individual is only allowed to have one (1) personal and each company is allowed to have one (1) company account with MyParcel Asia. Accounts with duplicated details will be suspended without prior notice.

No service of MyParcel Asia shall be resold in part or in full. Should this happen, the account shall be immediately terminated, without refund of any potential credit balance.

The person placing the order is responsible for the information entered. MyParcel Asia will not be held responsible for wrong information that is entered and no refunds will be given in this instance.

Liability is limited to the negligence of the company carrying the goods. This is then limited to the customer who placed the order with MyParcel Asia.

MyParcel Asia provides flyers from courier providers for our credit top up customers.

10. Parcels and Delivery

Loss or damage under the following conditions will not be covered:

  1. Act of God/Nature
  2. Consequences of war
  3. Insufficient packaging / Incorrect labelling
  4. Prohibited contents
  5. Terms and conditions that is set by courier service providers.

You may also find some useful information in our Frequently Asked Questions about our parcel delivery services.

Working days do not include Saturdays, Sundays or public holidays.

If at any time courier companies are prevented or delayed from starting, carrying out or completing any of the services because of a strike, lock out, labour dispute, weather conditions, traffic congestion, mechanical breakdown or obstruction of any public or private road or highway or any other cause beyond their control, you shall have no claim for damages against us for any loss that you may suffer as a result PROVIDED that, where the delay is caused by the mechanical breakdown of one of courier vehicles, they shall use their best endeavours to provide a replacement vehicle with the minimum delay practicable.

We shall not in any circumstances be liable for any late delivery or missed delivery or failure to deliver caused by or contributed to by any deficient or ambiguous labelling of a consignment and you agree to be responsible for ensuring that such labelling is clear and unambiguous.



DOMESTIC
Courier Time frame for Reporting Weight Max Coverage
Pending parcel update Lost Damaged
(Stagnant update more than 3 days at the respective branch)
Delivered to The Wrong Receiver / Missing Content / Parcel Swap
Fully Damaged/Partially Damaged
Within 30 days from the send date Within 5 working days Within 48 hours Below 2kg RM100
2.01 kg & above RM300
Within 30 days from the send date Within 48 hours Within 48 hours Below 2kg RM100
2.01 kg & above RM300
Within 30 days from the send date Within 3 working days Within 48 hours All RM200
Within 21 days from the send date Within 3 working days Within 48 hours All RM200
Within 30 days from the send date Within 3 working days Within 48 hours All RM200
Within 30 days from the send date Within 3 working days Within 48 hours All RM200