1.0 Obligations to our customers

• EasyParcel – will arrange for collection and delivery of the consignment/s, offering a third-party broker service with major reputable carriers.
• EasyParcel – DOES NOTcome into direct contact with the consignment/s but arranges the shipment through any one of the carriers that we hold an account with.
• The carrier has the right to refuse a consignment for given reason such as insufficient packaging or the consignment being too large. In addition, EasyParcel has the right to refuse any order/user from our system.
• All queries/claims must be directed through EasyParcel, who will then contact the relevant carrier on the sender’s behalf. If the carrier is contacted directly, EasyParcel may not be able to assist you with your query at a later date.
• If you fail to collect your ordered item during the delivery time, you may contact EasyParcel to request for an alternate collection time.
• Our automated system deducts account credits for payment at the end of your order.
• Universal tracking of shipments across different couriers is available on our website.

 

2.0 Prohibited Items & Items with limited liability

• Please note that certain items are Prohibited Items and cannot be sent by any of our services. Check your item against the prohibited item list here. If any one of the following items in this list is collected by carrier, you are then liable to be surcharged and your parcel returned. No refund of postage will be made and compensation claims will be void. We have the right to dispose of any Prohibited Items, in whole or in part, as we decide and reserve the right to charge you for any reasonable costs we incur in doing so.
• It is of the customer’s responsibility to either read the terms and conditions or to contact usto see if your parcel is acceptable.
• EasyParcel has the right to intercept, hold and investigate the contents of any parcel that is suspected to contain prohibited items and/or is suspected to be related to a case of fraud. Police will be notified if necessary.

 

3.0 Collection & Delivery

• Our website takes all booking data as per the customers input when using the Quote & Book system. If the collection does not happen or was not given within the time slot allocated, it is the customer’s responsibility to inform EasyParcel via email of a failed or partial collection. We will then endeavor to rearrange another collection which is convenient to the customer. If not reported or given to the courier, orders will be valid for only seven (7) days. Over time of orders will automatically be cancelled through system without refund.
• Only air waybill/consignment note generated by EasyParcel is acceptable for collection and delivery. Air waybill/consignment note MUST be printed out in good condition.
• The consignor or representatives have to be at the collection address during collection hours as stated under courier service info. No refunds and re-collection of shipments for unattended collection.
• Please note that all guaranteed services start once the consignment is collected. No refunds will be given once the parcel has been collected by courier riders / dropped to collection point or courier branch. If the collection fails, it is the customer’s responsibility to inform EasyParcel to reschedule for the next collection. No refunds or discount for failed collections.
• If the consignee is not in during delivery, carrier riders from certain companies may leave a calling card at the door step requesting for manual collection. Otherwise, the consignment may to be returned to depot.
• Third Party Collections: This is where the customer is arranging for a collection from a third-party, where the collection address does not belong to the account holder.
• It is the customer’s responsibility to ensure there is somebody at the third-party collection address to hand the goods to the courier
• Track & Trace details are only available after the collection of consignments.
• The consignor must request for a signature on the Sender’s Copy or PL9 form (for Pos Laju shipments) from the courier rider upon collection.
• Any shipments which were not attached with a Consignment Note imposes no responsibility upon the courier if anything were to happen to the shipment during transit. One air waybill number is only for ONE shipment/parcel/carton. Sharing of air waybill for multiple number of separated shipments is strictly prohibited.
• For on demand services, once order has been successfully placed, cancellation is not allowed and no refund will be given.

 

4.0 International Shipments

4.1 – Shipment charges are calculated according to the higher of actual or volumetric weight and any Shipment may be re-weighed and re-measured by related courier to confirm this calculation. 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.

4.2 – If a Shipment combines carriage by air, road or other mode of transport, it shall be deemed to have been carried by air.

4.3 – Custom Clearance: You are pre-paying for the postage charges of your consignment/s only. EasyParcel has no control over any customs queries or charges that may arise. Customs charges must be paid in addition by the receiver when delivery is made. EasyParcel reserves the right to pass these charges directly onto the person that placed the order. If you do not wish to pay the charges and the consignment is returned, all return charges will also be passed on.We shall not be responsible for any local customs charges, import taxes or duties, temporary import export charges, shipment return charges or any similar charge(s) incurred through our carriage and/or delivery 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 as a result 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.

4.4 – Registration of minimum 1 debit/credit card is for verification purposes and also we charge for our service(s) based on the dimensions and weight of each consignment. We will check on the dimensions and weights of each consignment. In the event we find that the dimensions and/or weight of a consignment have been under-declared by you when checked by us, you agree:

• That the dimensions and/or weight that we reasonably determine may be used for the purpose of the calculation of our charges;
• We may charge any price difference to you in accordance with our current rates and may also charge an administration fee for correcting such underpayment/additional charges (together, “Additional Charges”);
• The additional charges will be debited from the debit/credit card as registered under your EasyParcel account directly;
• We may suspend your EasyParcel account until the additional charges are received by us. If we exercise this right we shall not be liable to you in any circumstances for any costs or losses arising directly or indirectly that you may suffer as a result of the suspension.

 

5.0 Surcharges

• By entering the weight and dimensions of your consignment/s you are pre-paying for the postage. If the consignment/s is heavier or larger, extra charges for the additional weight will be charged to the consignor’s account. Additional charges will be at EasyParcel’s normal rate. EasyParcel’s support team will be in contact with consignor when cases on weight discrepancy happens.
• Shipments with weight discrepancy/dispute will be place on hold and held in EasyParcel headquater. Unclaimed parcel of over 30 days will be disposed and no longer be valid for claims.
• An extra charge for redelivery of any shipment may be done, if the shipper or a person representing the shipper was not available at the shipment venue during the period set for collecting the shipment (both which were set during the shipment order).
• An extra charges may be made towards shipments that are meant to be sent to, or collected from, outskirt areas. This will be calculated in the quoting system at the time of booking.
• The automated system books and charges for the delivery. If the consignment/s has to be returned, then the return charge is chargeable.
• You are pre-paying for the postage charges. Any customs charges will be passed on in addition, should they arise.
• We may supply documentation to accompany your shipments. You will be advised of this at the time of ordering. This documentation must go with the shipment, if not your shipment could be delayed and the carrier may charge you a higher premium directly.

 

6.0 Delay / Damage / Loss

• Any item that is listed in our prohibited items, will be exempted from any claim against delay, damage and loss. Please check our Prohibited Items listfor more information.
• Your consignment/s must be packed to a professional standard. Any claim resulting from a parcel that is not packaged to a professional standard will be rejected. All items must be packed in a double walled box with further padding surrounding the item. Please see our recommended packaging guidelines.
• In the event of damage all packaging must be kept for inspection. The item must be available for inspection in the state it was delivered, at the address it was delivered to. If the item is moved / repaired or if the packaging is not kept, the claim will be rejected.
• Any item travelling through our services must be able to withstand a short drop, fragile items should not be sent though our services. Any item that is damaged as a result of a fall, with the packaging intact will therefore be declined. Please see our packaging guidelinesfor details on how to package your items correctly.
• If the outside packaging is intact, then any claim for damage to the consignment will be invalidated as the internal packaging would not have been sufficient to protect the product.
• If the box or packaging is clearly damaged on delivery, it is of paramount importance the recipient must sign for as ‘DAMAGED’otherwise any claim for damage will be refused. It is the sender’s responsibility to inform the recipient of these terms and conditions.
• All lost and damaged parcels have to be reported within the time frame specified by each courier companies. 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 each courier companies.

Domestic
Courier Provider	Lost/Damaged Parcel Reporting Time Frame	Weight	Max Cover
Pos Laju	Within 5 working days	All	RM300
Skynet	Within 2 working days	All	RM200
Nationwide	Within 14 working days	All	RM200
SnT Global	Within 24 working hours	All	RM300
Zepto Express	Within 24 working hours	All	RM100
Pgeon Delivery	Within 14 working days	All	RM200
DHL Ecommerce	Within 48 working hours	All	RM200
ABX Express	Within 24 working hours	All	RM200
UTS	Within 24 working hours	All	RM200
Ultimate Consolidators	N/A	N/A	N/A
CJ Century	Within 2 working days	All	RM200
Aramex Express	Within 24 working hours	All	RM200
ZOOMIT	Within 24 working hours	All	RM75
Teleport	Within 2 working days	All	RM200
Pgeon Prime	Within 14 working days For missed pick up or late delivery, you have to report to customer support team via support@easyparcel.my. within 7 working days to claim for free shipment.	All	RM200
GoLog	Within 24 working hours	All	RM300
Qxpress	Within 2 working days	All	RM300

 

International
Courier Provider	Lost/Damaged Parcel Reporting Time Frame	Transportation Mode	Max Cover
DHL Express	Within 3 working days	Air or Non-road	USD 25/kg
		Road	USD 12/kg
TNT Express	Within 24 working hours	All	20 euro/kg or invoice value, whichever is lower
SF Express	Within 24 working hours	Air or Non-road	USD 20/kg
		Road	USD 10/kg
FedEx Express	Within 3 working days	All	USD20 per kilogram or USD100 per shipment
EMS	Within 7 working days	All	RM100 (document); RM300 (parcel)
Aramex Express	Within 24 working hours	All	USD 100 per tracking number at declared value, whichever is lower
Janio	Within 24 working hours	All	RM200 per shipment

Please state your EasyParcel order/tracking number and a detailed description of the claim/complaint. Allow 2 working days for us to review all details of the claim before we contact you.

 

7.0 Liability & Claims

• EasyParcel’s liability is strictly limited to direct loss and damage of the shipment. All other types of loss or damage are excluded (including but not limited to lost profits, income, interest, future business), whether such loss or damage is special or indirect, and even if the risk of such loss or damage was brought to EasyParcel’s attention before or after acceptance of the Shipment.
• * Once payment for a top-up package is completed, NO refunds will be given
• * Credits for an account are ONLY valid for a year after the previous top-up payment date.
• * After a year, all credits (top up and referral) will expire. If there is no new top up in next 12-months period, the referral credit will be erased.
• Each service comes with a limited amount of Transit cover. If you require coverage on the full amount then you must cover the full value of the shipment as the additional cover replaces the inclusive liability cover.
• Transit cover applies to per consignment only and not per parcel within a multi-parcel consignment.
• 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.
• If the item is not sufficiently packed, the claim will be rejected. Please check our guidelines before ordering.
• If the item is not correctly labelled, the claim will be rejected.
• Please check our Prohibited Itemslist to see if you are able to make a claim.
• Any item that is listed in our Prohibited Itemssection will be exempt from our liability cover.
• For compensation claims, all lost and damaged parcels have to be reported within the time frame specified by each courier companies.

Domestic
Courier Provider	Lost/Damaged Parcel Reporting Time Frame	Weight	Max Cover
Pos Laju	Within 5 working days	All	RM300
Skynet	Within 2 working days	All	RM200
Nationwide	Within 14 working days	All	RM200
SnT Global	Within 24 working hours	All	RM300
Zepto Express	Within 24 working hours	All	RM100
Pgeon Delivery	Within 14 working days	All	RM200
DHL Ecommerce	Within 48 working hours	All	RM200
ABX Express	Within 24 working hours	All	RM200
UTS	Within 24 working hours	All	RM200
Ultimate Consolidators	N/A	N/A	N/A
CJ Century	Within 2 working days	All	RM200
Aramex Express	Within 24 working hours	All	RM200
ZOOMIT	Within 24 working hours	All	RM75
Teleport	Within 2 working days	All	RM200
Pgeon Prime	Within 14 working days For missed pick up or late delivery, you have to report to customer support team via support@easyparcel.my. within 7 working days to claim for free shipment.	All	RM200
Qxpress	Within 2 working days	All	RM300

 

International
Courier Provider	Lost/Damaged Parcel Reporting Time Frame	Transportation Mode	Max Cover
DHL Express	Within 3 working days	Air or Non-road	USD 25/kg
		Road	USD 12/kg
TNT Express	Within 24 working hours	All	20 euro/kg or invoice value, whichever is lower
SF Express	Within 24 working hours	Air or Non-road	USD 20/kg
		Road	USD 10/kg
FedEx Express	Within 3 working days	All	USD20 per kilogram or USD100 per shipment
EMS	Within 7 working days	All	RM100 (document); RM300 (parcel)
Aramex Express	Within 24 working hours	All	USD 100 per tracking number at declared value, whichever is lower
Janio	Within 24 working hours	All	RM200 per shipment

Please state your EasyParcel order/tracking number and a detailed description of the claim/complaint. Allow 2 working days for us to review all details of the claim before we contact you.

 

8.0 Liability Continued

• Each individual is only allowed to have ONE personal and ONE company account with EasyParcel. Shipments with duplicated accounts will be cancelled and the account will be suspended without prior notice. Shipments under delivery will be held in EasyParcel headquater. Unclaimed parcel of over 30 days will be disposed and no longer be valid for claims.
• EasyParcel strictly prohibits unauthorized reseller from reselling any form of EasyParcel services. EasyParcel reserves the right to terminate, suspend, or otherwise limit unauthorised reseller or its customers’ access to EasyParcel without refund to remaining credit balance. EasyParcel shall have no obligation to maintain any messages or other content in suspended, restricted, or terminated accounts, or forward any unread or unsent messages to unauthorised reseller, a customer, a user, or any other party.
• The person placing the order is responsible for the information entered. EasyParcel will not be held responsible for wrong information that is entered and no refunds will be given in this instance.
• You are pre-paying for the postage charges and EasyParcel applies these charges on your behalf to our account with the relevant carrier. We are not liable for any customs charges that may arise.
• Liability is limited to the negligence of the company carrying the goods. This is then limited to the customer who placed the order with EasyParcel.
• Loss or damage under the following conditions will not be covered:
  • • Act of God
    • Consequences of war
    • Insufficient packaging / Incorrect labelling
    • Prohibited contents

• EasyParcel will deal with the person who placed the order only.
• Liability is limited to the cost of sending the item only and to the insured value if a claim is raised. We will not be liable for any further claim for any loss of profit, administrative inconvenience, disappointment, or indirect or consequential loss or damage arising out of any problem in relation to the service you ordered.
• You may also find some useful information in our Frequently Asked Questionsabout our parcel and pallet delivery services

 

8.1 Miscellaneous

• Unless specifically agreed otherwise, “working days” do not include Saturdays, Sundays or public holidays.
• We will not provide any refund or reduction of charges if we receive less than the number of parcels for which you have contracted.
• EasyParcel free flyers distribution is a seasonal gift that is based on stock availability. We have the right to halt flyer distribution should the supply runs out.

8.2 Late deliveries

• 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.

 

9.0 Closure of account

• Account holder may close their EasyParcel account in accordance with the Terms and Conditions stated under “Closure of account” clause. Account holder shall pay off any remaining charges, dispute fee or administration fee as given upon termination.
• Account closure may subject to administration fee.