SendParcel by Pos Laju

1. What is Pos Laju SendParcel?

Pos Laju SendParcel is a service to check Pos Laju delivery rates and book for a delivery online. You can choose from 8 package plans which comes with different attractive rates and benefits. Simply top up your account with credit to book deliveries as you go. All bookings include pick up service without additional charges. A Consignment note (CN) will be generated once a booking is made. Just print it out, attach it to your parcel and our courier will be there to pick up your parcel!

2. What are the benefits of using this service?

By using this service, you get to enjoy the following benefits:

competitive shipping rates
convenience of having someone pick up your orders from your office or warehouse
easy to upload bulk shipment addresses
free bonus credits, free pick up and free flyers*

3. How do I book and pay for a shipment?

It’s as simple as 1-2-3!

Step 1: Log in to your account
Step 2: Check rates by keying in the delivery postcode and item weight
Step 3: Key in your delivery details and click “Next”.
Step 4: Confirm your booking and click “Check Out”.
Step 5: Once order is confirmed, click on the “Pay with Credit Now” button.
Step 6: Print out the consignment note, attach to your parcel and wait for parcel collection.

4. What if I have multiple parcels to send?

If you have multiple parcels to deliver at a time, you may use the Bulk Parcel feature.

5. Do I need to register for an account?

Yes, we require you to register for an account with us before you book, then simply choose a package plan to enjoy our special rates. It's very easy for you to register an account with us, it takes no time at all and it's absolutely FREE as air!

6. How do I create an account?

Simply go to sign up and fill up the online registration form. You will receive a verification email. Click to verify and you will be directed to our online platform. Purchase a package plan for best rates and boom…you are ready to send your first parcel.

7. Can I book an order without subscribing to a package plan?

Yes, you can! However, your order will be charged at normal rate.

8. If I have already created an account under Pos Malaysia, do I need to sign up again?

9. What are the package plans offered?

We offer 8 competitive package plans for you to choose from. Choose a package plan, pay and send. Click here to find out more about the package plans we offer.

10. Can I sign up for different package plans?

11. How do the rates differ from each plan?

The rates for each package plan are based on your credit top up plan. The higher your top up plan, the more benefits you will enjoy i.e., higher discount rate , extra bonus credits.

12. Can I arrange overseas delivery?

Great news! Services are now available for both domestic and international delivery!

We offer EMS and AirParcel services starting 16th December, 2019.

For more information, please read our FAQ under :
International (EMS) clause 57 – 71
International (AirParcel) clause 72 - 87

13. When will Pos Laju come to pick up my parcel?

Pos Laju provides same day pick up service for orders placed and paid before 11:45am. Usual collection time is within 1pm to 6pm. Additionally, you have the option to schedule 7 days in advance when you want us to pick up your parcel.

14. Can I specify a time for collection?

Our usual collection time is within 1pm to 6pm. Currently, customers are not able to select any specific collection time yet.

15. How many days does it take for my parcel to be delivered?

For delivery in major cities, it usually takes one day (NEXT day) to complete delivery within Peninsular Malaysia. Meanwhile, it takes about 3-5 days for delivery to/from East Malaysia (Sabah & Sarawak). It might take longer if an address is categorized as outskirt delivery area (ODA), which may take 4-6 days.

16. What should I do if my parcels have not been delivered after the given time frame?

You may report to us and we will assist:

Report late delivery on website:
Head over to “Feedback Form” > Choose Others and type in your order/tracking number and submit

17. What happens if my parcel has not been collected after the time frame given?

If your parcel hasn’t yet been collected, you may opt for the following options:

Switch to drop-off service
Drop-off your parcels to a nearby POS Laju branch
Report late delivery on website
Head over to “Feedback Form” > Choose Others and type in your order/tracking number and submit

You may contact us to re-arrange your pick up date. Do ensure you are available for the new arrangement pick up date and your address is valid, so that our delivery team can reach your place on time.

18. I have entered the wrong information and need to change my booking details.

Please contact us at our feedback form as soon as possible for us to assist you. Choose dropdown “Others” and key in your request. Any amendment can only be made before 10am on the collection day or earlier.

19. Can I cancel my order?

Yes. You may opt for the following options:

Request cancellation on website
Head over to “Shipment History” > look for the order/tracking number > Request cancellation. This is only allowed within 7 days of your order booking.

20. Can I drop off my parcels?

Yes of course! You may drop off your parcels at our Pos Laju branch locations. You may find the locations here.

21. How will I know if my parcels have been shipped?

You can track your parcel movements by heading to "Shipment History" and clicking on the tracking number. Alternatively, you can also check by keying in your tracking number into track my parcel.

22. I have already placed an order. Where can I find my consignment note?

Head over to "Shipments" > "Shipment History" and click on the “Download Connote” to print your consignment note. We will also email your consignment note to your registered email address.

23. I can't print the consignment note. What should I do?

Head over to “Feedback Form” > Choose Others and type in your order/tracking number > and submit.

24. How many copies of consignment note do I need to print?

We recommend that you print 2 copies of the consignment note i.e. 1 for pasting on the parcel and another for submission to POS Laju operations team. Should you require proof of acceptance, please go to “Shipments History” and print another.

25. What is POS Drop Off

It can be quite frustrating to organise your day where you’ll be home to wait for a courier to pick up your parcel. But what if we told you… you could take your parcel to a drop off location and allow more flexibility in your day? Awesome right?

With our POS Drop Off feature, you can drop off your parcels when and where you like from our network of locations. These include touchpoints that are open 24 hours, 7 days a week (like 7eleven).

26. Here’s why it’s awesome

Fits in with your busy schedule
Drop off the same day you book
Extended opening hours (because some touchpoints are open 24/7)
It doesn’t cost you any extra $$$

27. How to book the POS Drop Off service

Select ‘drop off’ rather than ‘pickup’ when booking a parcel delivery.
Fill in your sender and recipient details.
Choose your specific drop off location.
Print off your consignment note and attach it to your parcel.
Drop the parcel off at any one of the locations in the network (check the location map here!).
It’s that simple!
Creating a new shipment
When creating a new shipment, you can specify if you would like to drop off your new shipment from one of our certified drop-off points (as shown below). Please note the drop off point can be set in the next step. In this example below, we will be guiding you on how to perform a drop off

After filling in the necessary Pickup Address and Receiver Address, just "Add to Cart" to review your order (as shown below)

To complete your order, select the shipment you'd like to checkout using the check box (as shown below - 1) and click 'Checkout' (as shown below).

Please note that if you choose the Drop Off send method - you will be required to specify the drop off point before you can checkout (as shown below).

28. If you have chosen to drop off your parcel at a parcel locker

Select the "Parcel Drop Off" button
Select "Contract Customer" button
Choose either "Keypad" to key-in consignment number or "scanner" to scan QR Code
Enter Consignment Number (e.gEP23425678MY) Or Scan QR Code and tap "Enter"
Enter sender’s mobile phone number, (e.g. 01134567890) and choose "OK"
Key in recipient postcode, (e.g. 13700) and choose "OK"
Screen will show the recipient postcode location (e.g. Ampang), select "YES" to confirm and proceed
Select locker size as required
Screen will show which Drop Box Locker door that will be released for customer to open.
Pull the locker door to open, place your parcel inside the Drop Box and close. Remember to only place one parcel per transaction in the parcel locker
Confirm item drop-off by clicking "YES" on the screen
Retrieve confirmation via email or receipt

*If you’re shipping international, you will not be asked for steps 5,6 and 7 above.

Thank you for using Pos Laju Parcel Locker.

29. Where can I drop off my parcel?

You can drop off your parcels at any of our drop-off locations.

30. What are the types of drop off available?

Currently, SendParcel users can choose to drop off parcels at Pusat Poslaju (PPL) ,Post Offices (PO), Parcel Lockers, Drive Thru, Kiosks & selected 7- eleven outlets.

31. Do I have to drop off at my closest location?

No you don’t! To allow flexibility in your schedule, you're able to drop your parcel off at any of the locations on the map – even if it’s not the closest location to your address.

32. My drop off location was closed when I arrived. What do I do now?

Oops we’ll help you sort it out. Just contact the our customer service team via our e-feedback form, select Drop Off from the dropdown menu at https://sendparcel.poslaju.com.my/secure/feedback

33. Are there limitations on the types of parcels I can drop off?

Yes, drop off locations typically accept parcels of various sizes up to 30kg maximum weight. The only exception is drop off done at parcel lockers and 7-eleven. Please refer below for the limitations.

Parcel Locker:
Max weigth: 30KG
Size (LxHxW):

50cm x 13cm x 65cm (Small)
50cm x 27cm x 65cm (Medium)
50cm x 42cm x 56cm (Large) - Limited Availability

If you are sending anything bigger than the above dimensions, that is within Pos Laju’s maximum 'Check-in' weight (which is 30kg), we recommend that you choose our Pusat Pos Laju (PPL), Post Office (PO) or book our pickup service.

7-eleven
Max Weight: 15KG
Size LxHxW: 40cm x 40cm x 40cm

34. What do I do if I have more than one parcel to drop-off?

If you have an order that contains multiple packages, you will need to create separate consignment notes for each parcel. This will ensure every parcel can be scanned and tracked. Keep in mind that duplicate or previously used consignment notes will be rejected at drop off locations.

35. Can someone else drop off my parcel?

Sure, anyone can drop off a parcel that has been booked for drop off.

36. I do not have a printer to print my consignment note, can I print it at drop off?

No, drop off locations don’t have the ability to print off consignment notes and will not accept parcels without a consignment note displaying the barcode for scanning.

37. I’ve run out of packaging, do the drop off locations supply packaging?

At this moment, we do not offer packaging services at our drop points but you can pick some up from your local office supply stores or online.

38. My SendParcel pickup was missed, can I drop it off?

Unfortunately not. We can only accept parcels that have been booked as drop off parcels. If you'd like to drop it off instead, cancel your order (don’t forget to get it refunded) and create a new one. And don’t forget to remove the old consignment note and attach the new consignment note to the parcel!

39. Can I drop off any parcel at a drop off location?

Only parcels that have been booked via the SendParcel online platform as a drop off can be accepted at our drop off locations.

40. Can I drop off an international parcel?

You can drop off your international parcels at any of our drop-off locations.

41. Can I use drop off with the CSV bulk upload?

Yes you can! Just fill in your bulk upload excel file and choose the drop off option at send method. Once the orders are uploaded into the cart, you may select your drop off points from the map.

42. What happens if my parcel is returned to sender after I have dropped it off?

The parcel will be returned to the sender address on the consignment note.

43. How far in advance can I book a parcel for drop off?

Up to 7 days in advance. We will be holding the booking slot for you for 48hrs. If you do not deposit your parcel within the stipulated time, you will have to create another consignment note to send another drop off shipment.

44. Will I receive a confirmation when I drop off my parcel?

Your SendParcel tracking page will be updated after your parcel is scanned at the drop off location.

45. What if the location of the Post Office or Pusat Pos laju is not available in the drop down list?

Simply choose a Pusat Pos Laju or Post Office address nearest to your desired drop off and proceed to drop off your item

46. What is the integration tab for?

This integration feature is for users who have an online store and intend to use SendParcel as a shipping method. SendParcel can automatically capture orders from your online store platform and import it directly to your account.

47. I heard that SendParcel is integrated with bizapp. How can I integrate my SendParcel account with bizapp?

First head on over to SendParcel and top-up your preferred package rate. Once your top up is successful, proceed to the bizapp platform. View a step-by-step tutorial here.

48. Which e-commerce store platform can I integrate with SendParcel?

For now, we allow integration with shopify, bizapp and squarelet online store users. Don’t worry! We are working to integrate more e-commerce stores such as Magento, WooCommerce, OpenCart, SiteGiant and many more. Stay tuned!

49. How do I integrate my eCommerce platform?

Simply go to the Integration menu and click on “Integration Manager”. Click on the shopify button and insert your shopify store URL e.g.: https://pos-store.myshopify.com. Click on integrate now and your store is ready. To start using, click on shopify tab and select the transactions you wish to add to cart.

50. I am a squarelet user. How can I integrate my SendParcel account with squarelet?

First head on over to SendParcel and top-up your preferred package rate. Once your top up is successful, proceed to the squarelet platform. View a step-by-step tutorial here. Watch step-by-step tutorial video here .

51. How can I integrate my SendParcel account with SiteGiant?

First head on over to SendParcel and top-up your preferred package rate. Once your top up is successful, proceed to the SiteGiant platform and follow the steps in the tutorial. View a step-by-step tutorial here.

*This feature is only available in Unicart SME Plus plan and above.

52. How can I integrate my SendParcel account with OnPay?

First head on over to SendParcel and top-up your preferred package rate. Once your top up is successful, proceed to the OnPay platform and follow the steps in the tutorial. View a step-by-step tutorial here.

53. How can I integrate my Sendparcel account with Woocommerce?

First head on over to SendParcel and top-up your preferred package rate. Once your top up is successful, proceed to the Integration tab in the menu and follow the steps in the tutorial. View a step-by-step tutorial here

54. How can I request for my free flyers?

It’s easy peasy! Head over to “Flyer” after your top-up > choose your flyer size > Click Redeem now.

Check flyers size(s) details here

55. Do I need to use Pos Laju flyers/boxes?

You may use any flyers/boxes to package your shipment. Please ensure all packaging are sturdy. For best experience, we recommend using Pos Laju’s flyers and boxes. You may purchase them at https://www.eziemall.com/home

56. Do I have to print out my consignment note?

Yes, please print out your Consignment note. Cut it according to the dotted lines given and attach it to your parcel. Remember to affix your consignment note securely on the parcel. Should you require proof of acceptance, please go to “Shipments History” and print another.

57. How to use thermal printer

First head on over to SendParcel and login to your account. Once login is successful, proceed to setting and click for thermal printer option. View a step-by-step tutorial here. Tutorial Use Thermal Printer

58. What are the payment methods accepted?

We support major credit and debit cards (Visa, MasterCard).
You also have the option to use FPX for online payments of your orders (all major online banking supported).
We'll show you which payment methods are available to you on the checkout page, before you submit a payment request.

59. What happens if my parcel is heavier than declared?

If this happens, your parcel will have to be put on hold until we receive your payment for the extra charges. By entering the weight and dimensions of your shipment during booking, you are pre-paying for the postage. If the shipment is heavier or larger, extra charges for the additional weight will be automatically charged to your SendParcel account based on the final weight validated by Pos Laju. Additional charges will be at Pos Laju's normal rate.

60. I don’t have a credit card to topup online. How do I make top-up/payment ?

You can topup credits via Bank Transfer. Please follow the instructions below for a hassle free experience.

Bank in your top-up amount into POS Malaysia Berhad bank account as follows :
Bank: CIMB Bank Berhad
Account Number: 8000791868
Please key-in the reference as below when you make your bank transfer:
1. Recipient Reference : SendParcel
2. Other Payment Details : Handphone Number
Kindly take note that the handphone number is the verified handphone number that you have registered in SendParcel.
Kindly let us have the proof copy/bank in slip of bank transfer and email to ebiz.CPAP@pos.com.my with email title ‘Bank Transfer’
We will top-up your credits in your account once the payment has been verified by our finance team.
Please allow 1 working day for us to verify your transaction.
You are advised to keep the receipt for future reference.

61. How to Top-up Your Credits

Before top-up, pls ensure that you has registered for a SendParcel account at www.poslaju.com.my
Decide on your top-up package.
Click Top-up Side menu.
Choose Top-up now.
Choose your preferred top-up package.
Click "Top-up Now" Button:
You will be directed to the payment page
Choose your Payment Option – Online banking, Credit Card or e-wallet.
If you choose to pay via online banking, click on the FPX Button.

Select your bank from the drop-down list and click the proceed button.

You will be redirected to your bank’s website.
Once transaction is completed, you will be redirected back to the SendParcel’s homepage.
To obtain an invoice of your top-up, click at the Print Invoice Button at the Top-up < Top Up History tab.
Click at the Print Invoice Button
Invoice will be generated. Note down the TID number.

To check your top-up balance

Go to Dashboard tab.
Your top-up balance will be displayed at the dashboard.

62. How to Redeem Your Promo Code

63. Will there be any compensation if my parcel(s) are lost or damaged?

The actual amount of loss or damage suffered is based on content and actual value of content that has been declared on consignment note. A maximum of MYR100.00 for documents or parcels weighing below 2kg and MYR300.00 for parcels weighing 2kg or more, whichever is lower ("Maximum Liability Limit""), If the value exceeds the Maximum Liability Limit of compensation by Pos Malaysia, you are responsible for insuring the Item for posting either through insurance offered by Pos Malaysia or any insurance of your choice.

64. How do I claim my coverage if something happens to my shipment?

Any claim due to loss or damage of any Item can only be made by you or your representative with written authorization from you and all claims for compensation must:

be made within thirty (30) days of the date of drop off,
submitted in writing with proof of drop off (consignment note), invoice of goods, and a copy of valid identification, and
submitted to the nearest Pos Malaysia branch.

All claims are subject to Pos Malaysia terms & conditions.

65. What is Express Mail Service (EMS)?

Express Mail Service (EMS) is an international delivery service for documents up to 1 kg and merchandise up to 30 kg offered by Pos Malaysia. EMS is backed by the largest postal network and provides express delivery service to over 200 countries worldwide at an affordable price.

66. What are the destination countries for Express Mail Service (EMS)?

Destination countries are divided into 8 zones. The zoning for document and merchandise is different. Customers can refer to ‘EMS Zones’ at Pos Malaysia website for details.

67. What is the estimated delivery time for item posted using Express Mail Service (EMS)?

The estimated delivery time for EMS service is 2 to 11 working days depending on the destination country. Items subjected to customs inspection may incur additional days. Customers can refer to ‘EMS Estimated Delivery Time and Weight Limit Merchandise’ at Pos Malaysia website for details.

68. What are the features of Express Mail Service (EMS)?

Below are the features of EMS:

Free Pick-up
Door-to-door delivery
Track and trace
Proof of delivery
Optional insurance protection
Compensation

69. What are the rates for Express Mail Service (EMS)?

There are separate rates for sending document and merchandise and the rates are based on zoning and weight of the item. The weight will be determined by actual or volumetric, whichever is higher. Customers can refer to 'EMS Rates' at Pos Malaysia website for details.

70. How to calculate the volumetric weight for Express Mail Service (EMS)?

The formula to calculate volumetric weight is:
Volumetric Weight = (Length x Width x Height) /6000
Measurement in centimeters (cm)

71. Is there any additional surcharge applicable for Express Mail Service (EMS)?

Yes, there is a total of 30% surcharges i.e. 15% handling surcharge and 15% fuel surcharge applicable for EMS.

72. Is tax or duty payment included in the postage price of Express Mail Service (EMS)?

Tax or duty is not included in the postage price. If the item is subjected to tax or duty in the destination country, the relevant authority will contact the receipient for such payment.

73. Where is this service available?

EMS service is available at all Pos Laju Centres and Post Offices nationwide. EMS is also available at SendParcel (https://sendparcel.poslaju.com.my).

74. What is the information that customer needs to fill in when using EMS?

Customer needs to fill in all the required information on the EMS Consignment Note (PL1). This includes:

Sender and recipient details (name, address, postcode, city, country and phone number)
Customs Declaration (content, weight, value, etc.)
Category of item
Signature and date of posting

75. What are the items that cannot be sent using Express Mail Service (EMS)?

Customers are not allowed to send prohibited and dangerous goods. Refer to https://www.pos.com.my/faq/sending/ for more information. Also, please ensure that the import regulations of the destination country are adhered to.

76. Is there any compensation if the item sent is delayed?

There is no compensation for delayed items.

77. What is the compensation for lost or damaged item?

The maximum compensation for document is RM100 or value of the item (whichever is lower). The maximum compensation for merchandise is RM300 or value of the item (whichever is lower).

78. When was the latest price revision for Express Mail Service (EMS) and what was the reason?

The latest price revision for EMS was on 16 October 2019 and it was due to the rise in operating costs.

79. How does customer make inquiry on Express Mail Service (EMS)?

AskPos : https://www.pos.com.my/#AskPos
Email : https://www.pos.com.my/#AskPos
eFeedback Form : https://efeedback.pos.com.my/
Track and Trace : https://sendparcel.poslaju.com.my/open/track_trace
Visit Facebook Facebook.com/PosMalaysiaBerhad
Visit Twitter Twitter.com/Pos4you
Visit website www.pos.com.my

80. What is International Parcel?

International Parcel is an economy delivery service from Pos Malaysia for sending big, bulky and heavy items up to 30 kg to over 200 countries worldwide either by air or surface (sea).

81. What is the difference between International Air Parcel and International Surface Parcel?

Both services come with track and trace features but International Surface Parcel is the least expensive option with longer delivery time if compared to International Air Parcel.

82. What are the destination countries for International Parcel?

Destination countries are divided into 7 zones. The 7 zones for International Air Parcel are different from the 7 zones for International Surface Parcel. Customers can refer to 'International Parcel : Zones, Weight Limit, Service Status and Estimated Delivery Time' at Pos Malaysia website for details.

83. What is the estimated delivery time for item posted using International Parcel?

The estimated delivery time for International Air Parcel service is 5 to 16 working days and for International Surface Parcel is 3 to 18 weeks depending on the destination country. Items subjected to customs inspection may incur additional days. Customers can refer to 'International Parcel : Zones, Weight Limit, Service Status and Estimated Delivery Time' at Pos Malaysia website for details.

84. What are the features of International Parcel?

Below are the features of International Parcel :

Free Pick-up
Door-to-door delivery
Track and trace
Proof of delivery
Optional insurance protection
Compensation

85. What are the rates for International Parcel?

The rates are based on zoning and weight of the item. The rates will be determined by actual weight. Customers can refer to 'International Air Parcel Rates' and 'International Surface Parcel Rates' at Pos Malaysia website for details.

86. Does volumetric weight apply for International Parcel?

No, volumetric weight does not apply for this service.

87. Is there any additional surcharge applicable for International Parcel?

No additional surcharge is applicable for this service.

88. Is tax or duty payment included in the postage price of International Parcel?

Tax or duty is not included in the postage price. If the item is subjected to tax or duty in the destination country, the relevant authority will contact the receipient for such payment.

89. Where is this service available?

International Parcel service is available at all Pos Laju Centres and Post Offices nationwide.

90. Is International Parcel available at SendParcel? (https://sendparcel.poslaju.com.my)

Only International Air Parcel is available at SendParcel and not International Surface Parcel.

91. What is the information that customer needs to fill in when using International Parcel?

Customer needs to fill in all the required information on the International Parcel Consignment Note (R&P24). This includes:

Sender and recipient details (name, address, postcode, city, country and phone number)
Customs Declaration (content, weight, value etc.)
Category of item
Services

By Air
By Surface

Signature and date of posting

92. What are the items that cannot be sent using International Parcel?

Customers are not allowed to send prohibited and dangerous goods. Refer to https://www.pos.com.my/faq/sending/ for more information. Also, please ensure that the import regulations of the destination country are adhered to.

93. Is there any compensation if the item sent is delayed?

There is no compensation for delayed items.

94. What is the compensation for lost or damaged item?

The maximum compensation for International Parcel is RM200 or value of the item (whichever is lower).

95. How does customer make inquiry on International Parcel?

AskPos : https://www.pos.com.my/#AskPos
Email : https://www.pos.com.my/#AskPos
eFeedback Form : https://efeedback.pos.com.my/
Track and Trace : https://sendparcel.poslaju.com.my/open/track_trace
Visit Facebook Facebook.com/PosMalaysiaBerhad
Visit Twitter Twitter.com/Pos4you
Visit website www.pos.com.my

96. What is Pos Laju SendParcel Super Savers Promo?

97. What is the promotion period for the Pos Laju SendParcel Super Savers Promo?

98. Can existing customers who have topped up before the promo started, enjoy the super savers promo?

99. Will this Super Savers promo rate still apply after the promotion period ends?

100. Can current Pos Laju contract customers enjoy the Super Savers promo rate?

101. Who do I contact for further details on the Pos Laju SendParcel Super Savers Promo?

102. What is Pos Laju SendParcel Prihatin Promo?

103. Boost Shop Malaysia Online Campaign with Sendparcel

(Download here: Boost Shop Malaysia Online Campaign with Sendparcel)

104. "Click here” for previous domestic promo

105. What is Pos Parcel Protection?

Pos Parcel Protection is an optional insurance plan for good in transits which covers your parcels offered by Allianz General Insurance.

The insurance package offered as follows:

Premium	Limit
RM 1.00 (inclusive 6% SST)	RM 1,000

106. When will be implemented?

Pos Parcel Protection insurance will be implemented on 17th March 2020.

107. What are the Pos Laju products eligible for Pos Parcel Protection?

Pos Laju products that are qualified for Pos Parcel Protection are:

a) Same Day Delivery
b) Next Day Delivery
c) Time Certain Service (TCS)
d) Prepaid Envelope, Box and Sticker

*Insurance coverage for Express Mail Service and Air Parcel (International) is not available.

108. Where can I purchase Pos Parcel Protection?

You can purchase the Pos Parcel Protection at:

a) Pos Laju Centre (over the counter)
b) Post Offices (over the counter)
c) Pos Laju EziDrive-Thru (over the counter)
d) Pos Laju Kiosk (over the counter)
e) SendParcel for transactions created within the online platform

For Pos Laju Prepaid Envelope, Box & Sticker, customers must submit the item at the counter to include Pos Parcel Protection

109. How long is the Pos Parcel Protection period?

This insurance commences from the time Pos Malaysia Berhad pick-up the Parcel from Shipper at Pos Malaysia Counter or from Shipper’s Address until delivered to the address at the destination within Malaysia.

110. How do I make a claim?

i. For loss or failure of the delivery, the claim must be made within 30 days from the date of posting
ii. Damage goods must be reported within 48 hours after receipt of the goods
iii. Claims must be made in writing or fill up Customer Feedback Form Pos PP1 (Download here: PP1 English / PP1 BM) and attached by a proof of posting, copy of identity card, invoices, photos of damage and a police report (if necessary).

111. What are the documents to be submitted for claim process?

You or your representatives (with a written permission) have to enclose supporting documents as proof of transaction (example: invoice) along with the complete registration form within a period of thirty days (30) from date of posting.

For damage items

1. Copy of consignment note
2. Copy of MyKad / Passport
3. Copy of company registration (for company)
4. Tax invoice / posting receipt
5. Copy of receipt / proof of purchase
6. Photo of the packaging and damage item i.e depicting the damage and its specifications
7. Customer feedback form Pos PP1

For lost items:

1. Copy of consignment note
2. Copy of MyKad / Passport
3. Compy of company registration (for company)
4. Tax invoice / posting receipt
5. Copy of receipt / proof of purchase
6. Customer feedback form Pos PP1

*The above listing of documents is only a guide and we reserve our right to request for further documentations as and when necessary.

112. How will my claim be paid if approved?

Compensation will be paid directly to your bank account through “Electronic Fund Transfer” (EFT) and followed by an official letter.

113. Can I claim as an individual if I have purchased Pos Parcel Protection on behalf of my company?

Yes, subject that you have enclosed an official letter from your company confirming you as a representatives, appointed to make claims on behalf of your company.

114. What is the location coverage for my insurance?

Pos Parcel Protection cover on parcel sent within Malaysia only.

115. What should I do if the value of my parcel is more than RM1,000.00?

Based on the protection/ benefits offered by Pos Parcel Protection, you can claim up to RM1,000.00 only. Please take note that any claim must be enclosed with supporting documents that is legal and are subjected to investigation from Pos Malaysia’s Compensation Unit.

116. What are the items that are excluded from Pos Parcel Protection?

Items that are excluded from Pos Parcel Protection are as follows:

a. Antique, Arts & Painting, Furs, Bonds, Security paper, deeds, bills of exchange, promissory notes, cheques, documents of title of any kind, manuscripts, electronic data, stamps, medals, money, bullion, vouchers and species.
b. Cigarettes, cigar, tobacco, wines, spirits, liquor and other alcohol beverages.
c. Platinum, gold, silver and other precious metals/stones and jewellery or watches.
d. Livestock / animals.
e. Frozen, Dried or Fresh Foods / Frozen, Dried or Fresh Meats / Seafoods / Fresh Vegetables / Fruits etc.
f. Excluded items per Pos Malaysia Prohibited and Dangerous Goods listing.

117. Who do I contact in the event of an issue with my claim?

For queries or claims related regarding Pos Parcel Protection, you can contact Pos Malaysia at the following channels:-

AskPos : https://www.pos.com.my/#AskPos
Email : https://www.pos.com.my/#AskPos
eFeedback Form : https://efeedback.pos.com.my/
Track and Trace : https://sendparcel.poslaju.com.my/open/track_trace

118. Can I cancel my insurance purchase?

There is no refund for any cancellation after the premium has been charged (over the counter).

However, for transactions done via SendParcel platform, premiums will be refunded to the SendParcel account if your consignment cancellation is approved.

119. If I cancel my Consignment Note at SendParcel will my insurance premium be refunded?

Yes, we will approve the refund provided :

• Your shipment was not lodged at any of our touch points
• The request for cancellation is made within 7 days of consignment note issuance

120. Where can I view the policy?

The policy can be viewed here

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