Frequently Asked Questions

1. Is weight information of each parcel provided?

Weight information is provided for each parcel once the parcel is in stock and registered in warehouse. User will receive notification via email, mobile app and Facebook messenger.

2. How to check for parcel image?

Once the parcel is in stock, parcel image will be provided within 1 - 2 workings day. User can click on the parcel to view the image.

3. What if parcel required local collection service?

Normally all kind of parcel will be delivered to warehouse by local courier. However, certain seller will use logistics service that require warehouse staff to collect fron collection point. For this service, please informcustomer service for further arrangement.

4. How to identify normal and sensitive goods?

For air shipment, normal goods are usually daily products while sensitive goods are item that contain battery, magnet, liquid, high value, magnetise and electronic compliance. For sea shipment, normal goods and sensitive goods are different compare to air shipment, detail listing refer to thelink.

5. Is tracking information of each parcel provided?

Tracking information of parcel incoming to warehouse is provided as well as outgoing parcel.

6. How to declare the parcel’s value?

The parcel value is only submitted to custom operation for checking purpose. It is advised to provide the correct information to avoid any delay in custom clearance process and compensation amount differential in any parcel lost event.

7. How to declare goods type and category?

Goods type and category are provided by a standard list given. If user found any missing type or unmatched type, please contact us for further assistance.

8. What happen to parcel status remain pending for arrival but tracking information of parcel stated as delivered?

All incoming and delivered parcel will be required to process scanning, weighing and arranging process before updating the status to in stock within 24 hrs. If parcel still remain pending for arrival after the 24 hrs, please inform our customer service to proceed checking. We will contact local courier to verify the parcel status and investigate the issue. If parcel is confirmed arrival but unfound in warehouse, maximum compensation is RMB 200 or 80% of declaration value, based on whichever is lower.

9. What if parcel unfound after status stated as in stock and registered?

Although this is a very rare case for parcel unfound even if it has in stocked, we will proceed 5 working days for necessary investigation process. Once parcel is confirmed lost, we will proceed for compensation with maximum amount up to RMB 400 or 80% of declaration value, based on whichever is lower.

Payment related

1. How long required for bank transfer verified manually?

For normal bank transfer which is not go through our FPX payment system or M2UPay or SenangPay, it will require about 1 hour processing time during working hour. Once complete verification process, user will receive notification via email, app and Facebook messenger.

2. Does receipt or invoice provided once the shipment is paid?

User can print out the invoice of paid shipment in the shipment detail page which including delivery address, parcel’s weight, parcel’s size and amount charge.

Shipping related

1. How is the duration of shipment estimated arrival time?

Once the parcel is dispatched via air freight, the estimated time of arrival (West Malaysia) 3-5 working days, (East Malaysia) 5-7 working days and (Singapore) 3-4 working days.

Once the parcel is dispatched via sea freight, the estimated time of arrival (West Malaysia) 21-30 working days and (East Malaysia) 30-35 working days.

Delivery duration might be affected by third party factors such as weather, flight delay or custom inspection or holiday which is not covered or controlled.

2. What is the last payment time before shipment is dispatched?

If shipment paid before 5pm, it will be dispatched on the same day. However, we do try to process after 5pm but there is not guarantee.

3. Is custom duty tax included for air freight service?

Normal Air Freight is not included with custom duty tax charge. When parcel over 15KG and above, we will advise user to choose for our tax included air freight. If the parcel able to separate to few shipments, we will handle the separation to avoid tax and do not require to use tax included air freight service.

4. What will happen If shipment included sensitive goods but send via normal air freight?

Sensitive goods are prohibited to use normal air freight service and may result shipment delay, custom inspection and goods confiscated. User have to pay the upcoming shipment fee themselves and hence the goods will change to sinsitive air freight. The first payment for the shipment will be consider as a penalty.

5. What is the difference between economic sea freight and private sea freight service?

Economic Sea Freight is actually preferable for goods below 25KG while private sea freight is suitable for large size item. Economic Sea Freight is delivered using local courier while private sea freight is delivered via logistics compa

6. Where can I track my shipment activity and location?

User only need to click on the truck icon on the shipping list, status of the shipment will be displayed with multi language and location information from shipment dispatch, flight estimation, custom status and also local delivery status.

7. Where sea shipment is dispatched before payment?

To ensure the delivery duration is not delayed, all sea shipment is dispatched within 24 hours after it is packaged. When the shipment is scheduled to leave port, it will automatically display the shipping fee and other charges. To avoid any delay, we suggest user to pay the shipping fee within 15 days once the shipping fee is processed.

8. Is sea shipment tax included?

Yes, sea shipment is tax included freight service. However, user is strongly advise to declare the right goods category and type before submit the shipping order and ensure the shipping channel is correct to avoid any custom delay. Especially goods like Adult Toys, Ceramics, Toilet Bowls, Marble, Pesticides, Food, Beverages, Alcoholic Products is required to use sensitive sea freight andcontact customer service for more information.

9. What is volumetric weight, free-throw VM or half-throw VM?

Volumetric Weight is the volume of the parcel by calculation of (LxHxW/6000) is equal to weight of the shipment, shipping fee is charged based on comparing volumetric weight or actual weight of the shipment whichever is higher.

Free-throw Volumetric Weight is whereby shipping fee is charged based on actual weight only instead of comparing with volumetric weight.

Half-throw Volumetric Weight is whereby shipping fee is charged based on adding actual weight and volumetric weight and divided by 2.

10. What is volumetric weight and actual weight?

Volumetric Weight is the volume of the parcel by calculation of (LxHxW/6000) is equal to weight of the shipment, shipping fee (charged weight) is charged based on comparing volumetric weight or actual weight of the shipment whichever is higher.

11. How is the duration of shipment estimated arrival time?

After Sales Service related

1. What to do when parcel is received in a bad condition?

If parcel is receive in a bad or damaged condition, please take a photo of receiving the parcel and spot of damaged. Reach to us within 24 hours for investigation purpose. For more information, please refer tolink.

2. What to do when parcel is received in short of item issue?

If parcel is receive in short of item, please take a photo of receiving the parcel and weight parcel accordingly. Reach to us within 24 hours for investigation purpose. For more information, please refer tolink.

Taobao related

1. Any purchase for you service provided?

We will guide user how to purchase from Taobao or any oversea ecommerce platform. When proceeding to payment, we will provide payment solution to user.

2. What is pay for you service?

Pay for you service is a service that help user to make oversea payment in convenience.

3. Is Taobao accept MYR payment?

Yes, Taobao already started to accept MYR payment but only support online banking and credit card. Currency rate is convert base on RMB to MYR, usually the rate is low and credit card will be charge 3% as service charge.

Refund process within Taobao MYR Payment will likely be processed within the duration of 15 - 20 days.

Promotion related

1. How to use voucher code?

When the shipment is ready for payment, user can click to use voucher code. System will check whether user is eligible to use the code under promotion regulation. Once voucher is verified, shipping fee will be reduced accordingly.

2. How to use coin?

Coin can be used while proceed for shipping fee payment. User can enter the available amount of coin, system will discount shipping fee based on the coin amount. Every 100 Coins can deduct RM 1 shipping fee.

3. How to check voucher?

登陆会员 > 点击会员头像 > 点击优惠卷。即可看到可以使用的优惠卷