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.
• uilt 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.

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

1. Pending parcels :

   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, Janio Asia and Aramex

   Within 21 days from the send date: Applies only to City-Link Express.

2. Lost or Damaged Parcels:

   Within 7 working days from the date of the confirmation date of damaged/lost/delivered parcel status: Applies only to J&T Express.

   Within 48 hours from the date the parcel is delivered, or confirmation 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/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 methods as follows:

(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 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 or loss.To ensure the full value of the item is covered, additional coverage must be purchased on MyParcel Asia's website when booking a shipment with the respective couriers 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

J&T Express shall be liable for compensation for any direct loss or damage to domestic and non-insured Postal Articles, limited to the actual amount of loss or damage based on the actual value or costs of the contents as stated on the purchase invoice of the damaged or lost Postal Article, or a maximum of RM200.00, whichever is lower.

For customized or additional coverage, the purchase protects against unexpected loss or damage to your shipment during delivery. In the event of loss or damage to the shipments, the sender will be compensated more than the maximum limit of 'basic' compensation provided by J&T Malaysia, subject to the terms & conditions.

2) POS Laju.

For domestic and non-customized [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.

3) 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.

4) 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

5) 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 300 per Consignment Notes unless warranty were included.

For any damaged or lost parcel, the Sender shall submit the claim request within five (5) working days from the date of confirmation of damaged/lost parcel status in the Flash App or, if it is a returned parcel, shall within two (2) working-days from the date of the returned parcels is delivered.

6) 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.

7) e-FMX

FMX’s limited liability to any loss(es) or damage(s) is MYR200.00 or the value of the goods, whichever is lower. FMX’s liability is strictly limited to direct loss or damage only and not for any consequential and/or indirect loss(es).

8) Best Express

Where regulations, rules or other mandatory national laws do not apply to the carriage of the Shipment under the Consignment Note, BEST EXPRESS will only be liable if loss, damage, delay, shortage, mis-delivery, non-delivery, misinformation or failure to provide information in connection with Consigner's Shipment, is proven to be resulted from the acts or omissions of the management of BEST EXPRESS committed with the intent to cause such loss or recklessly and with knowledge that such loss would probably result and BEST EXPRESS's total liability under any circumstances whatsoever shall not exceed RM300.00 per Consignment Note or the cost of replacement, whichever is lower, unless a higher value has been declared in which case the Shipment shall be insured by Consigner and his/her sole remedy shall be from the proceeds of the additional coverage policy.

9) 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 100.00, whichever is lower, for each consignment note or airway bills.

10) 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.

11) 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.

Additional Coverage Liability

Additional coverage liability is available for shipments with all Courier Partners (domestic deliveries) and international deliveries. This coverage provides protection up to RM5,000 per parcel, subject to the coverage provider's terms and conditions in the event of loss or damage.

Cancellation and Refund Requests:

• Requests for cancellation and refunds for extra coverage must be made within 48 hours from the date of coverage purchase/declaration to avoid rejection, provided the parcel has not yet been picked up.
• Valid reasons for cancellation must be provided and are subject to the coverage provider's approval.

Sender’s Purchase Notice:

1. The purchase of additional coverage DOES NOT guarantee compensation for indirect losses or damages, nor does it guarantee full compensation, as there may be discrepancies between the insured amount and the compensation amount. Additionally, it does not ensure that your parcel will be free from damage or loss.
2. Senders should not purchase the additional coverage for items that are exempt or not eligible for coverage. In the event of an accidental purchase of insurance due to the sender's mistake or misunderstanding, such purchases will not be refunded or covered.
3. Cancellation refunds must be requested within 48 hours of the purchase date. If this timeframe is exceeded, the purchase is non-refundable.
4. Additional coverage claims are subject to the insurer's final verdict. No appeal will be entertained in the event of claim rejection. Approval is subject to the decision made by the courier service provider.

Please check our Prohibited Items List to see if you are eligible to issue a claim. Note that the list of prohibited items may vary over time, and different couriers may have their own restricted and prohibited items for shipment. If you need to verify whether your item can be shipped with a particular courier, please contact our Customer Support for more information. Shipping restricted and prohibited items is at the sender's own risk, and the sender will bear any risks associated with proceeding to ship such items.

For compensation claims, all lost, damaged, pending status update, or partially lost parcels must be reported as soon as possible through our live chat or notify us directly by submitting MyClaim on the MyParcel Asia webpage with complete documentation as specified in the form. Incomplete MyClaim submissions will not be processed. Claims reported through LiveChat will not be considered valid submissions. Appeals will not be accepted or entertained once the submission timeframe has been exceeded or if the claim has been rejected. Guidelines for the reports have been provided on our dashboard. MPA Dashboard

The claim status will be reviewed within 24 working hours (Monday to Friday, 9 am to 4 pm, and Saturday, 9 am to 12 pm, excluding Sundays and public holidays). If we are unable to review your submission within the specified timeframe due to a late submission, MyParcel Asia will not be held accountable

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

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.