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Got a question? You’re not alone, we’re always here to help!

General Enquiry

How does EasyParcel works?

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.

Who are our courier partners?
Domestic
  • Pos Laju
  • Skynet
  • SnT
  • Pgeon Delivery
  • DHL eCommerce
  • Aramex
  • ABX Express
  • Ultimate Consolidators
  • UTS
  • CJ Century
  • Teleport
  • Pgeon Prime
  • Qxpress
  • DCS
  • Transprompt Freight
On Demand
  • ZeptoExpress
  • ZoomIT
  • GoLog
International
  • SF Express
  • TNT
  • DHL
  • Aramex
  • FedEx Express
  • EMS
  • Janio
  • Teleport
  • Qxpress
How do I book an Order?

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.

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 Parcel or integrate your eCommerce platform with us.

Do I have to book online? Can I place my booking over the telephone?

All bookings must be made online.

Do I need an Account before I book?

Yes, 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!

How do I contact you?

EasyParcel is an Internet based company. If you have questions, you may refer to our FAQ or you may email us at [email protected] for support assistance or [email protected] for sales enquiry.

Do I have to pack the parcel myself?

Yes, all items must be well packed to prevent unwanted damages.

Do I have to print out the invoice for my shipments?

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 “Statement” tab.

Where can I get the invoice for my credit top up?

Go to Dashboard. Click on "Account" > “Statement” on the side bar. Click on "Top Up Invoice" and download icon to print out the invoice.

How do I determine the weight of my parcel?

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.

My early booking shipment has been cancelled. Why?

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.

Is there any way for me to submit my feedback regarding the courier companies?

A service rating system is now available for customers to submit rating and feedback to the courier companies through email or our website.

Does EasyParcel provide flyers?

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 & Payment Enquiry

How do I get a Quote?

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.

How can I pay?

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 or debit card to enjoy click-and-go bookings. View top up promotion packages HERE.

EasyParcel members with insufficient credits can use instant pay feature during checkout to pay for current delivery order amount. Delivery rate will be according to non-member's rate.

How do I top-up my credits?

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.

Why does the price quoted are different from the previous quote I receive?

There will be price fluctuation from time to time depending on the courier service provider due to fuel & handling surcharges.

Collection & Delivery Enquiry

Can I arrange overseas collection or delivery?

Services are available for domestic and international delivery. International delivery is available for shipments from Malaysia to other countries.

When will the courier man comes to pick up my parcel?

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.

Can I specify a time for collection?

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.

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 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.

How long will it take to have my parcels delivered with the same day delivery service?

It will take up to 3 hours to have it delivered.

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

You may report to us and we will assist in following up with respective courier:

  1. Report late delivery on website
    Head over to “Parcel Status” > look for the order/tracking number > 3 line menu icon on right side > Report > Late Delivery
  2. Contact customer support
    Contact our support team via email at [email protected] for assistance.
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:

  1. Switch to drop-off service
    Drop-off your parcels to a nearby courier branch or Pgeon point.
  2. Remind courier for collection
    Remind courier to pick up parcel as soonest possible.
  3. Rebook for a new courier
    Rebook option will be available upon second missed pick up of a parcel.
The courier failed to collect my parcel, what now?

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.

Otherwise, you may opt for the following options:

  1. Switch to drop-off service
    Drop-off your parcels to a nearby courier branch or Pgeon point.
  2. Remind courier for collection
    Remind courier to pick up parcel as soonest possible.
  3. Rebook for a new courier
    Rebook option will be available upon second missed pick up of a parcel.
I have entered the wrong information and needs to change my booking details.

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.

Can I cancel my order?

Yes. You may opt for the following options:

  1. Request cancellation on website
    Head over to “Parcel Status” > look for the order/tracking number > 3 line menu icon on right side > Cancel Parcel.
  2. Contact customer support
    Contact our support team via email at [email protected] for assistance. Kindly take note that any amounts paid prior to your booking will not be refunded.
Do I have to print out the Air Waybill?

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.

I can't print the Air Waybill. What can I do?

Please contact us as soon as possible if you are unable to print your Air Waybill.

How do I attach the Air Waybill after printing it out?
I have already placed an order. Where can I find my Air Waybill?

Head over to "All Parcels" > "Parcel Status" and click on the printer icon to print your air waybill.

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 EasyParcel account based on the final weight validated by courier company. Additional charges will be at EasyParcel's normal rate.

Insurance Enquiry

What is the Buyer’s Protection Plan?

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/ NationCover, depending on the courier company that you choosed for your delivery.

Am I covered under the same coverage plan, no matter which courier I choose?

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:

How does the Buyer's Protection Plan help me to protect my shipment?

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.

I've done over a hundred shipments and nothing went wrong! Why should I get the plan for myself now?

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.

What does All-Risks mean?

Any loss or damage against XpressCover/ SkyCover/ NationCover Coverage Terms & Conditions.(except certain situations, as outlined below in the last enquiry section)

Is EasyParcel responsible for any claims towards covered shipments under the Buyer's Protection Plan?

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.

Is EasyParcel forcing the Buyer's Protection Plan on me?

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 Enquiry

How do I get the coverage plan for my shipment?

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.

How will I know that my coverage has been approved by XpressCover/ SkyCover/ NationCover?

In your EasyParcel account dashboard, enter either the "All Parcels" > "Parcel Status" or "Statement" 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).

What do these statuses mean?

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/ SureCover/ NationCover, underwriting team.

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

c) Refer - This status means the coverage is not activated. XpressCover/ SkyCover/ 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/ SureCover/ NationCover will be in contact with you to retrieve required data/information.

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

Email: xpressco[email protected]

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

Do I need to prepare any kind of document, just in case for the coverage claims?

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).

Why does my coverage plan mentioned that it is being covered by another company?

No fear. All these companies are affiliated with XpressCover/ SkyCover/ NationCover, meaning you are still covered under the coverage plan by the individual courier company.

When does the plan begin to cover my shipment?

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.

How long is the coverage plan on my shipment for Basic Insurance Coverage?

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

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

My shipment was just delayed! Do I get coverage extension?

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

Insurance Pricing Enquiry

What will be the liability?

XpressCover/ SkyCover/ NationCover will override a courier company’s existing liability of amount and increase the amount of liability to the full value of a consignment but with the maximum liability of RM50,000 per consignment note.

How much do I have to pay for my shipment to be covered by the plan?

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/ 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.

Can my shipment be covered more than the limit stated?

In no event shall the amount of coverage requested exceed RM50,000.

Insurance Claims Enquiry

How do I claim my coverage once something happens to my shipment?

Any claims for physical loss or damage towards shipments covered by the Buyer’s Protection Plan can be sent to Skynet or Poslaju respective webpages to be submitted.

How long will it take for my claim to be processed?

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.

Will I be fully compensated for my shipment if it was damaged or lost and will it be accurate as what I declared in my order (E.g. my goods is worth RM23,000)?

XpressCover/ SkyCover/ NationCover adopts a claim formula from Average Clause, which means that XpressCover/ SkyCover/ 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/ NationCover scenarios in how you will be compensated on their own website.

Insurance Damage & Plan-voiding Enquiry

Does the Buyer’s Protection Plan cover any items in the No Compensation and Probihited Lists?

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

What exclusions/ kinds of damage will cancel/void out my coverage plan?

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/ 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

What is the purpose of 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.

Which e-commerce store platform is compatible with EasyParcel?

EasyStore, CubeCart, ZenCart, OSCommerce, Magento, WooCommerce, Squarelet, OpenCart, Shopify, SiteGiant and many more to come.

Where can I integrate my e-commerce store?

Click on “Integrations” tab on your dashboard. You will see the “Add New Store” button. View step-by-step tutorial HERE.

Which weight unit should I choose?

Depend on which unit you use in your own e-commerce store. (Eg, kilogram, gram, pound, stone)

Can I delete or edit my integration?

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.

What is Auto Import, can I disable it?

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.

What is EPI?

EPI ( EasyParcel Integration file) is a filename that can be downloaded from EasyParcel integration site and to be uploaded to your own server.

What should I fill in at the EPI URL column?

EPI URL is the url of your store where you placed the EasyParcel EPI file in your server.

Where can I get the integration ID?

Integration ID will be generated automatically by EasyParcel after you fill up the shop name, platform and weight unit.

Where can I view the orders made in my store?

Click on the“Integrations” -> “Orders Imported” button on your dashboard. The orders will be shown in a table format.

I have imported all the orders, what should I do next?

You can now select the collection date and choose to have your parcel collected by courier riders or drop off to the nearest Pgeon points. After this, you may then send the orders for delivery bookings or merge your order if the orders have the same address and you will be directed to payment process.

Is there any weight limitation for the integration?

Yes. Each type of user group has their own weight limit. Maximum weight limit for basic user is only 60kg.

Account Enquiry

How many accounts can I create?

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.

How do I change my password?

Login into your account and click on your profile picture > "Edit Profile". You can change your password under the "Setting".

Where can I get the delivery invoice?

Login into your account and click on "Account"> "Statement". Select "Invoice" tab and click on the download logo to print the invoice.

How do I track my parcel?

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.

Can I change my e-mail?

Yes, you can change your e-mail. Contact us via e-mail at [email protected] and we will help you to update your account.

Prohibited Item Enquiry

Do you have a Prohibited item list?

Yes, we do. Kindly click on "Prohibited" to check on the list of prohibited items.

Is there any no compensation item?

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.