FAQ


General Enquiry

EasyParcel allows you to check for delivery rate from different courier companies and book for delivery online.

All bookings include pick up service from your chosen courier without additional charges. Airway bill (AWB) will be generated once booking is made. Just print it out, attach to your parcel and the courier rider will be there (within 1pm to 6pm) to pick up your parcel! All orders are processed automatically with the courier through EasyParcel website.

EasyParcel courier partners include Poslaju, Airpak Express, Skynet, Nationwide Express, SnT and DeliverLAH.

Just make your delivery order online at www.easyparcel.com and your selected courier will pick up from your place. Check out the magical ordering steps below:

Step 1: Log in to your account

Step 2: Check rates by keying in the delivery postcode and item weight

Step 3: Choose your PickUp Date and your preferred Courier service.

Step 4: Key in your delivery details and click “Next”.

Step 5: Confirm your booking and click “Check Out”.

Step 6: Once order is confirmed, click on the “Pay with Credit Now” button. For new account, you’ll have credit upon sign up to try delivering for free.

Step 7: Print out the air waybill, attach to your parcel and wait for parcel collection.

If you have multiple parcels to deliver at a time, you may use Bulk Upload or integrate your eCommerce platform with us.

You have the option to book even without having an account. However, you are recommended to register for an account with us before you book to enjoy member's rate.

It's very easy for you to register an account with us, it takes no time at all. The best part is, it's FREE!

EasyParcel is an Internet based company. If you have questions, you may refer to our FAQ or you may email us at support@easyparcel.my for support assistance or sales@easyparcel.my for sales enquiry.
Yes, all items must be well packed to prevent unwanted damages.

If your parcel is sent within Peninsular Malaysia, invoice is not required. If your parcel is sent from/to Sabah & Sarawak, you will have to print and attach the invoice along.

You can get the shipment invoices at “Order&Invoices” tab.

Go to Dashboard. Click on My Credits on the side bar and click on “Top Up History”. Click on the printer logo to print out the invoice.

Parcel's weight can be calculated by actual weight or volumetric weight.

Actual weight is the weight of the parcel in kilogram(kg). Volumetric weight is calculated based on your parcel dimension. If your parcel is huge, you would need to calculate the volumetric weight using this calculator.

Parcel weight will be determined by either actual or volumetric weight (VW) or whichever is higher. VW also applies if either one dimension is above 30cm.

You may calculate the volumetric weight of your parcel using this calculator or using on the formula below:

Volumetric weight (kg) = [Length in cm x Width in cm x Height in cm] / 5000

VW also applies if either one dimension is above 30cm.

Your booked shipment will be cancelled automatically if you do not complete the payment within 24 hours. Other than that, your paid shipment will be cancelled if you do not hand over your booked shipment to the courier company 7 days after your collection date.
A service rating system is now available for customers to submit rating and feedback to the courier companies through email or our website.
We do provide free flyers for customers that top up with our RM500 package. You can view our top up promotion packages HERE or purchase it at HERE.

Pricing and Payment Enquiry

Step 1 – At the Quote bar, key in delivery postcode and item weight

Step 2 – Click on “Quote & Book” button

If you are happy with the Quote, click on the “BOOK NOW” button to continue your booking.

There are two payment methods:
  1. Using EasyParcel Credit: In order to save your time, EasyParcel uses credit system to pay for your order.
    You can top up for EasyParcel credits by credit card, online banking or eWallet to enjoy click-and-go bookings. View top up promotion packages HERE.
  2. Pay-as-you-go: This payment method allows EasyParcel member and non-member to pay for your current delivery order amount. You can pay by credit card, online banking or eWallet.
    *Delivery rate under Pay-as-you-go is higher as compared to member's rate. EasyParcel users with insufficient credits during checkout may also pay using pay-as-you-go but delivery rate will be according to non-member's rate. Register for a free acccount HERE.

Log in into your account. Click on "Top Up" button on your dashboard. Choose the package that you want and click the "Get It Now" button. You may choose to pay via Credit Card, Online Banking or eWallet.

The rates are inclusive of Fuel & Handling surcharge and Government Tax. Additional 6% GST charges will be imposed on your top up amount.
There will be price fluctuation from time to time depending on the courier service provider due to fuel & handling surcharges.

Collection and Delivery Enquiry

Services are available for domestic and international delivery. International delivery is available for shipments from Malaysia to other countries.
EasyParcel provides same day or next day pick up service depending on the courier company that you choose. The courier representative will be at your doorstep according to the time listed under the courier service info . Usual collection time is within 1pm to 6pm but varies according to courier. Additionally, you have the option to schedule 7 days in advance when you want them to pick up your parcel.
On your scheduled collection date, the courier representative will be at your doorstep according to the time listed under the courier service . Usual collection time is within 1pm to 6pm but varies according to courier. Currently, customers are not able to select exact collection time yet.
For delivery in major cities, it usually takes one day (NEXT day) to complete delivery within Peninsular Malaysia. Meanwhile, it takes about 2-3 days for delivery to/from East Malaysia (Sabah & Sarawak). It might take longer if an address is categorized as out of delivery area (ODA), which may take 3-5 days.
You may report to us and we will chase up the courier. Please go to “All Shipments” page and click on the red exclamation mark icon under your order.
You may report to us and we will chase up the courier. Please go to “All Shipments” page and click on the yellow exclamation mark icon under your order.

We apologize for any inconvenience caused. EasyParcel is a platform that provides shipping solution and therefore we have no control over this.

Failed collection is very rare but this can still sometimes happen when a driver does not manage to find the address or was delayed and did not manage to complete their round due to traffic congestions or for some other reasons.

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 the courier service crew can reach your place on time.

Please contact us as soon as possible for us to assist you in the amendment. Amendment can only be made before 10am on the collection day or earlier.
Yes, you can. Please contact us to cancel your order but any amounts paid prior to your booking will not be refunded.
Yes, please print out your Air Waybill. Cut it according to the dotted lines given and attach it to your parcel. Keep the sender's copy for reference.
Please contact us as soon as possible if you are unable to print your Air Waybill.
Go to 'All Shipments' and click on Printer icon to print your Air Waybill.
If this happens, your parcel will have to be put on hold until we receive your payment for the extra charges.

Insurance Enquiries

The Buyer’s Protection Plan provides customised solution towards carriers that offer to protect one's consignment from any probable downside risks. The Buyer’s Protection Plan is backed by XpressCover/ SkyCover/ AGG/ SureCover/ NationCover, depending on the courier company that you choosed for your delivery.

After applying for the plan, your coverage will be handled by your courier's own insurance team; below is an outline of which courier has which insurance team:

Skynet – SkyCover

Poslaju – XpressCover

Nationwide – NationCover

Airpak - Airpak Global Guard (AGG)

Sure Reach - SureCover

The plan provides extensive coverage against All-Risks from the time of collection/receipt by the carrier till delivery to the consignee. However, it is subject to certain exclusions. Please refer to individual courier's coverage page for more information.
That is a wonderful position to be in. But the more you ship, the more the law of averages work against you. Currently, risk management estimates that nearly 30 percent of losses are unavoidable for all shipments via courier companies worldwide. Having the right coverage on your shipment manages that risk in the most cost-effective way.
Any loss or damage against XpressCover/ SkyCover/ AGG/ SureCover/ NationCover Coverage Terms & Conditions.(except certain situations, as outlined below in the last enquiry section).
EasyParcel accepts no responsibility for/or liability to shipper’s or consignee’s failure to comply with the T&C of the Buyer’s Protection Plan policy.
EasyParcel, for itself and on behalf of the consignee, agrees and acknowledges that EasyParcel makes the Buyer’s Protection Plan option available as an accommodation to users who may or may not want to obtain such coverage. By doing so, EasyParcel is not and shall not be deemed to be in parcel coverage company and shall have no liability as such.

Insurance Buyer's Plan Purchasing Enquiries

At the user’s option, a user may arrange for and pay for the plan, if the user ticks on both “I have read this notice…” and “Yes, get me fully covered” buttons in the Buyer's Protection Plan tab when making a shipment order. This would override the initial coverage plan offered by the courier the user chose.
In your EasyParcel account dashboard, enter either the ‘All Shipment’ or ‘Orders & Invoices’ tab. After that, you will be able to see the status of your shipment’s coverage (It usually takes 5 minutes maximum for a draft to be processed).

a) Draft- This status means the coverage is not activated yet. The shipper has submitted the request but is pending for processing by XpressCover/ SkyCover/ AGG/ SureCover/ NationCover, underwriting team.

b) Approved - This status means the coverage has been activated. The cover note appears for downloading. XpressCover/ S SureCover kyCover/ AGG// NationCover has charged towards the shipper’s EasyParcel account.

c) Refer - This status means the coverage is not activated. XpressCover/ SkyCover/ AGG/ SureCover/ NationCover's underwriting team have requested additional documents & information from shipper; pending replies from them.

Additional information needed:

i) Invoice for the value of goods

ii) Goods photo (before and after packing) - especially fragile item (eg: musical instruments, television)

Action: XpressCover/ SkyCover/ AGG/ SureCover/ NationCover will be in contact with you to retrieve required data/information.

Feel free to call Xpresscover’s support team at:-

+6012 291 5505 (whatsapp), +6012 727 5505, Email: xpresscover@easyparcel.my.

d) Reject - This status means the coverage has been rejected by XpressCover/SkyCover/ AGG/ SureCover/ NationCover's underwriting team. No coverage is given for the declared shipment.

It’s simple actually. You need an invoice for the covered goods (or anything similar to prove your item's actual value), along with photographs of the item/s (before and after packing).
No fear. All these companies are affiliated with XpressCover/ SkyCover/ AGG/ SureCover/ NationCover, meaning you are still covered under the coverage plan by the individual courier company.
Coverage begins when the air waybill is issued and the shipment has been tendered to a courier and continues until the shipment has been delivered to the final destination point named in the air waybill, or when the consignee or consignee’s agent has taken possession.
It covers up to a maximum of 7 days, beginning from the receipt date of the consignment by a carrier (this even includes public holidays and weekends). For an international delivery (launching soon), it would be 21 days instead.

For compensation claims, all damaged parcels have to be reported within the time frame specified by each courier companies.

  • PosLaju - Within 5 working days
  • SkyNet - Within 2 working days
  • Nationwide - Within 14 working days
  • Airpak - Within 24 hours

Customers are responsible for any additional costs that is not covered by the basic insurance coverage for their lost or damaged parcel.

If the courier that you selected delayed your shipment, the coverage would be extended in accordance to how long the delay was.

Insurance Pricing Enquiries

XpressCover/ SkyCover/ AGG/ SureCover/ NationCover will override a courier company’s existing liability of RM200 and increase the amount of liability to the full value of a consignment but with the maximum liability of RM50,000 per consignment note.
The amount of coverage requested (in Ringgit) would be equal to the value of the shipment (lesser of replacement cost or sales price) multiplied with the rate surcharge (as per XpressCover/ SkyCover/ AGG/ SureCover/ NationCover rates), which would be calculated by them. You are able to see the rate surcharge during order placement in EasyParcel and you can decide whether to purchase during that step.
In no event shall the amount of coverage requested exceed RM50,000.

Insurance Claims Enquiries

Any claims for physical loss or damage towards shipments covered by the Buyer’s Protection Plan can be sent to Skynet, Nationwide, Poslaju, or Airpak's respective webpages to be submitted.
A claim takes within 21 days to process, starting from the date of submission of the relevant documents from sender to your courier's own insurance team.

XpressCover/ SkyCover/ AGG/ SureCover/ NationCover adopts a claim formula from Average Clause, which means that XpressCover/ SkyCover/ AGG/ SureCover/ NationCover's clients can declare their consignments in any value they wish. However, it must not be more than the market value stated on the consignment note. Therefore, clients are recommended to declare their consignments at the market value.

Please refer to XpressCover/ SkyCover/ AGG/ SureCover/ NationCover’s scenarios in how you will be compensated on their own website.


Insurance Damage and Plan-voiding Enquiries

The Buyer’s Protection Plan is NOT available for shipments involving those items under the No Compensation and Prohibited Lists.

Loss or damage caused by such scenarios is not covered under the Buyer’s Insurance Plan, such as:-

- Wars & Strikes

- Improper packaging of shipment (please follow XpressCover/ SkyCover/ AGG/ SureCover/ NationCover's packing guide to avoid this)

- Rusting, Oxidation, Decolourisation, Bending, Chipping, Marring and Scratching

- Mechanical, Electrical and Electronic Derangement or breakdown pair & set Clause

- Software programming errors

- Loss of Data

- Terrorism

- Radioactive Contamination, Chemical, Biological, Bio-Chemical and Electromagnetic Weapons.

- Loss or damage arising from custom, police or any government body detention.


*** If any of the terms in the FAQ happen to have any discrepancies with an individual courier's coverage plan, consult the information in that courier's coverage page.

Integration Kit

This integration kit is for those who have online store and intend to use EasyParcel as a shipping method.

EasyParcel can automatically grab orders from your ecommerce store platform and import it directly to your EasyParcel account.

CubeCart, ZenCart, OSCommerce, Magento, WooCommerce, Lelong, OpenCart, Shopify, SiteGiant, EasyStore and many more to come.
Click on “Integration” tab on your dashboard. You will see the “Add New Integration” button. View step-by-step tutorial HERE.
Depend on which unit you use in your own e-commerce store. (Eg, kilogram, gram, pound, stone)

Can. Just click on “Remove” or “Edit” button.

*** But if you change the platform or weight unit, you need to redownload the EasyParcel EPI file again.

The use of auto import is to automatically import new orders from your store to EasyParcel in every 4 hours.

You can disable it by choosing the “No” options or click on “Disable” button.

EPI ( EasyParcel Integration file) is a filename that can be downloaded from EasyParcel integration site and to be uploaded to your own server.
EPI URL is the url of your store where you placed the EasyParcel EPI file in your server.
Integration ID will be generated automatically by EasyParcel after you fill up the shop name, platform and weight unit.
Click on the “View Details” button. The orders will be shown in a table format.
You can now select the collection date and send the orders for delivery bookings or Send Merge to merge parcels that have the same address and send.
Yes. Each type of user group has their own weight limit. Maximum weight limit for basic user is only 60kg.

Account Enquiry

Each user is limited to only ONE account. However, for business account you may have another one but you are required to submit your SSM.
Login into your account and click on 'My Account'. You can change your password under the 'Profile Setting'.
Login into your account and click on 'My Account'. Select "Order & Invoice" tab and click on the print logo to print the invoice.
You are able to track your parcel from multiple courier companies using our built-in EasyTrack. Select the courier company that you are using and paste the Air Waybill/tracking number to track.

Yes, you can change your e-mail. Contact us via e-mail at support@easyparcel.my and we will help you to update your account.


Prohibited Item Enquiry

Yes, we do. Kindly click on "Prohibited" to check on the list of prohibited items.
Yes, there are. Any person sending such an item does so at their own risk. Kindly click on "No Compensation Item" to check on the list of no compensation items.