Terms and Conditions

1. Delivery and Collection

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

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. Articles (magazines, books, or journals that contains inappropriate/obscene/immoral materials such as pornographic and/or obscene materials.)
3. Articles which may endanger health, safety and environment or damage other items.
4. Awkwardly sized shipments item (vehicle, furniture, machinery)
5. Counterfeit and pirated goods (including CDs, VCDs and DVDs)
6. Cultural artifacts (antiques, archaeological and ethnological material)
7. Dangerous goods (explosives, flammable liquids, corrosives, radioactive related items, etc.)
8. Documents form (such as letters, or any form of document such as debit/credit card or insurance statement, company contracts)
9. Human body parts or biological substances (any parts from human including hair, nails, skin, blood samples, live/dead animals, including cremated ashes)
10. Jewellery, gold, antiques, precious metals/gemstones, fine art, and high-value items
11. Liquid, Hazard and non-Hazard, any type and form. Should it damaged during in transit, claim application is not possible and loss is borne by the sender.
12. Live goods (such as living plants, animals, insects, eggs, larva, birds, and ivory)
13. Narcotics (such as drugs or controlled substances, and paraphernalia)
14. Perishable goods (such as foods, meat, vegetables, fruits, frozen foods, organic and industrial waste, live plants, seeds etc.)
15. Personal identifiable information (such as NRIC, debit/credit card, passport, SIM card and more that are personal related)
16. Tobacco (cigarettes, shisha, e-cigarettes and its related)
17. Transmission-interception or receiver items (walkie talkie and transmitter devices that disrupts or attempt to obtain information through satellite / transmission)
18. Valuable products (such as coins, gold, bank notes, bullions, and any bearer negotiable instrument etc.)
19. Weapons / Firearms (guns, bullets, bombs, grenade, blades and etc except for kitchen utensils, their parts or ammunition including imitations)
20. 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.

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 helpdesk@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.

Timeframes for Reporting Damaged or Lost Parcels:

1. Pending parcels :
   1. Within 30 days from the send date: Applies to J&T Express (including international), Pos Laju, EMS, AirParcel, DHL E-commerce, Ninja Van, Flash Express, e-FMX, Best Express, RedlyExpress and Aramex
   2. Within 21 days from the send date: Applies only to City-Link Express.
2. Lost or Damaged Parcels:
   1. Within 5 calendar days from the confirmation date of damaged / lost / delivered parcel status: Applies to PosLaju, EMS, AirParcel, RedlyExpress only
   2. Within 3 working days from the confirmation date of damaged / lost / delivered parcel status: Applies to DHL E-commerce, Ninja Van, e-FMX.
   3. Within 48 hours form the confirmation date of damaged / lost / delivered parcel status: Applies to all couriers.

Lost or damage of goods claim filed and/or reported after the stipulated timeframe shall not be eligible for any compensation and MyParcel Asia shall not be liable for any delay in responding towards such claim.

For compensation claims, all lost/damage/pending status update or partial lost parcels must be reported as soon as possible to our side through our live chat or emails or submit the details via MyClaim on user's dashboard. Guidelines for the reports have been provided on our blog: https://www.myparcelasia.com/blog

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])

All consignments will be re-weighed, and dimensions re-checked. For parcels with over declared weight (Weight Discrepancy), MyParcel Asia will credit the difference into the account.

*** For under declared weight, you agreed to:

1. That the final dimension and/or weight that the courier generates will be used to calculate the final charges.
2. To authorize MyParcel Asia to credit/debit the underpaid amounts directly from the debit/credit card that was used to register with MyParcel Asia for international shipments. If the Additional Charges (whether whole or part) cannot be paid by this means, the balance is due within 7 days of a relevant invoice being issued to you: and
3. We may suspend your account until the Additional Charges are received by us. If we exercise this right, we shall not be liable for any direct or indirect costs or losses caused by the suspension.

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 applied when the shipment is heavier or larger than 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

Additional charges may be implied (charges is subject to the respective courier provider) for:

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 the following methods:

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

For parcels that are lost, damaged, or unsuccessful delivery—shipment fee is non-refundable. Please contact our customer service team if there is any justification to waive the shipping fee.

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.

International Shipment.

Liability

MyParcel Asia’s liability is limited solely to direct loss or damage to the shipment. Consequential losses, including but not limited to lost profits, income, interest, or future business opportunities, are excluded from claims.

Each service has a predefined maximum claim limit for loss or damage. To secure coverage for the full value of your items, additional coverage must be purchased through MyParcel Asia’s website at the time of booking with the selected courier.

Claims are evaluated on a per-consignment basis and are limited to the declared value of the goods only; shipping fees stated in the invoice are excluded from compensation.

For any claim, a valid purchase invoice is required to verify the value of the consignment(s). Additionally, clear photographs must be provided to support all damage claims.

All consignments must be accurately and properly packed and labelled.

Appropriate protective materials should be used to ensure the safety and security of the goods during shipment.

LIMITED LIABILITY

The liability of each courier partner for lost or damaged shipments is limited and subject to their respective terms and conditions. Liability generally applies to direct loss or damage only and excludes consequential or indirect losses unless otherwise stated.

1. J&T Malaysia

J&T Express is liable for direct loss or damage to non-insured domestic shipments, up to the actual invoice value or RM200.00, whichever is lower. Optional additional coverage is available for shipment value beyond the basic limit, subject to applicable terms.

2. POS Laju.

For domestic shipments without additional coverage:

1. Up to 2.0 kg: Maximum liability is RM100.00 or the invoice value, whichever is lower.
2. Above 2.0 kg: Maximum liability is RM300.00 or the invoice value, whichever is lower.

3. DHL E-Commerce

For domestic shipments without Shipment Value Protection (SVP), liability is limited to MYR 200.00 or the actual shipment value, whichever is lower.

4. Ninja Van

Ninja Van’s liability is limited to RM200.00 or the parcel’s declared value, whichever is lower, subject to applicable laws.

5. Flash Express

Liability is limited to direct loss or damage only, capped at RM300.00 per consignment or a weight-based limit per kg.

6. City-Link Express

City-Link Express limits liability to RM200.00 or the actual item value, whichever is lower.

7. FMX (e-FMX)

FMX is liable only for direct loss or damage, with a maximum of MYR 200.00 or the item’s actual value. Indirect or consequential losses are not covered.

8. Best Express

Liability applies only if loss/damage results from proven intentional or reckless conduct.

Maximum compensation is RM300.00 or replacement cost per consignment, whichever is lower.

9. Aramex (International)

For international shipments, liability is limited to USD 100.00 or the invoice value per airway bill, whichever is lower.

10. EMS, Air Parcel, & Redly (International)

For international deliveries, EMS and Air Parcel liability is limited to RM200.00 or the actual item value, whichever is lower.

For Redly, liability is limited to RM200.00 or the actual item value, whichever is lower.

Additional Coverage Liability

Optional additional coverage is available for all domestic shipments handled by Courier Partners, as well as for international deliveries. This coverage offers protection of up to RM5,000 per parcel, subject to the terms, conditions, and exclusions stipulated by the coverage provider. Coverage applies strictly in the event of direct loss or damage to the shipment.

1. Cancellation & Refund of Additional Coverage:

1. Requests to cancel or refund additional coverage must be submitted within 48 hours from the time of purchase or declaration, and only if the parcel has not yet been picked up.
2. Cancellation requests must include a valid and verifiable reason, and are subject to approval by the coverage provider.
3. Except for J&T Malaysia, additional coverage fees are non-refundable under all circumstances, including if the related shipment is later cancelled or refunded.

2. Sender’s Responsibilities and Disclaimers:

1. The purchase of additional coverage does not guarantee full reimbursement of the declared value, nor does it cover indirect, incidental, or consequential losses. The final compensation amount may vary based on the insurer's assessment and applicable policy limits. This coverage does not guarantee loss prevention or damage-free transit.
2. Senders are responsible for ensuring that the items being shipped are eligible for coverage. If coverage is mistakenly purchased for excluded or ineligible items, such purchases will be considered non-refundable and non-claimable, regardless of the circumstances.
3. Refund requests beyond the 48-hour window from the time of purchase will not be accepted under any condition. Except for J&T Malaysia, once purchased, additional coverage is strictly non-refundable.
4. All claims under additional coverage are subject to the final decision of the coverage provider or the respective courier service. In the event of a claim denial, no appeals or further reviews will be entertained.

Claims and Prohibited Items Policy

Before filing a claim, please refer to our Prohibited Items List to ensure your shipment is eligible for compensation. Be advised that:

1. The list of prohibited items is subject to change and may vary by courier.
2. Each courier may maintain its own set of prohibited and restricted items.
3. If you are unsure whether your item is eligible for shipment with a particular courier, we recommend contacting our Customer Support team for verification.

Important: Shipping prohibited or restricted items is entirely at the sender’s own risk. MyParcel Asia will not be held liable for any loss or damage resulting from the shipment of such items.

Claims for lost, damaged, delayed (pending status), or partially missing parcels must be reported promptly and in accordance with the procedures below:

1. Submit your claim via the MyClaim form on the MyParcel Asia website with complete and accurate documentation as specified in the claim form guidelines.
2. Claims submitted via LiveChat will not be considered valid and will not be processed.
3. Incomplete or inaccurate MyClaim submissions will be rejected and not eligible for review.

All claim-related instructions and submission guidelines are available on the MPA Dashboard.

Claims submission will be reviewed within 24 working hours (Monday to Friday, 9:00 AM – 4:00 PM; Saturday, 9:00 AM – 12:00 PM), excluding Saturday (after 12:00 PM), Sundays and public holidays.

If your claim submission is late or incomplete, MyParcel Asia shall not be held responsible for any delays in processing or outcome.

Appeals on the rejected claims will not be accepted if:

1. The claim submission deadline has passed, or
2. The claim has already been rejected based on the provided information and documentation.

All decisions made following the claims assessment process shall be considered final.

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.

MyParcel Asia strictly prohibits the use of our service for any illegal activities, including but not limited to fraud or other crimes. Any user caught abusing our service or using it to facilitate any criminal activities will have their MyParcel Asia account immediately frozen. Additionally, any devices associated with such account activities will also be subject to restrictions or bans.

10. Parcels and Delivery

MyParcel Asia will not cover loss or damage under the following conditions:

1. Act of God/Nature
2. Natural disasters
3. Terrorism
4. War consequences
5. Actions or omissions by customs or legal authorities
6. Inaccurate information from the Sender
7. Disease outbreaks or pandemics
8. Unavailability or refusal to accept the parcel
9. Riots
10. Strikes or labor disputes
11. Severe weather conditions
12. Fire, theft, or robbery during transit or at facilities
13. Online scams or fraudulent transactions
14. Government-imposed security regulations
15. Parcel inspections by government agencies or MyParcel Asia’s courier partner or MyParcel Asia itself
16. External party errors
17. High parcel volumes during peak seasons
18. Insufficient packaging or incorrect labelling
19. Prohibited contents
20. Terms and conditions that is set by courier service providers

In such cases, MyParcel Asia will make reasonable efforts to resume services and notify customers email or via MyParcel Asia’s platform, or other platform. It is the Sender’s/User’s responsibility to monitor notifications and inform the recipient via their registered email address and phone number. MyParcel Asia will not be liable for miscommunications caused by outdated contact information provided by the Sender.

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.

MyParcel Asia reserves the right to impose additional charges, including but not limited to:

1. Applicable duty & taxes
2. Additional delivery fees due to weight discrepancies
3. Charges by government authorities if any
4. Other applicable fees

All implied warranties are excluded. MyParcel Asia disclaims liability for any direct or indirect damages, including loss of profits, data, or damage to computer systems, arising from the use or inability to use this website.

Parcel Inspections

MyParcel Asia reserves the right to open and inspect parcels, including allowing our courier service partners and authorities to do so, without prior notice if the parcel is deemed dangerous or illegal, including if there’s any suspicious activities between sender’s and the receivers. If instructed by law enforcement or government agencies to inspect a parcel, MyParcel Asia and its partners will comply. We reserve the right to inspect any unopened or unchecked parcels.

In such cases:

1. MyParcel Asia is not responsible for damage during the inspection process.
2. Inspected parcels may not be covered by insurance, but non-prohibited items will be reviewed on a case-by-case basis.
3. If a parcel is seized by the authorities or government bodies, MyParcel Asia will notify the Sender through the waybill status or other platforms. The Sender must retrieve the parcel from the relevant government agency. MyParcel Asia will not be liable for any confiscated and seized items.

MyParcel Asia may, at its discretion, open or scan parcels to verify their contents. If discrepancies are found:

1. Additional charges may apply for under-declared items.
2. MyParcel Asia may refuse service if the parcel contains prohibited goods.

If a parcel cannot be delivered or requires additional action, MyParcel Asia may take necessary measures, including disposing of, storing, or abandoning the parcel within stipulated window-timeframe. The Sender will be liable for any related costs, and MyParcel Asia will not be responsible for any loss or damage.

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

MyParcel Asia may amend these Terms and Conditions without prior notice to improve services or comply with laws. By using our services, you agree to these Terms and Conditions.