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Refund inquiry

Documents required: application letter & police report & IC

Application validity: 7 working days

Payment method: online bank transfer only

Payment date: Payment will be made on the second financial Friday after approval.


You must ensure that the required documents are submitted completely, otherwise, the accounting department has the right to reject and respond:

– The content of the refund application letter needs to be:

✔Clearly state the reason and time (day, month, year) for the wrong bank account/provide relevant supporting documents.

✔This application letter requires the applicant to submit it to the bank for verification (the name of the bank’s contact and verified person must be written in handwriting)

✔Bank account details (Beneficiary Bank Name, Beneficiary Name, Beneficiary Bank Account No, refund amount (RM)


Refund Administration Fee

Account details: The information provided is wrong/incorrect. Resulting in a refund, and no payment was received.

✔Will be scheduled for the second Friday.

✔An administrative fee of RM30.00 will be charged (direct deduction) ➕Any additional fees.

✔The supplier will be deducted directly.



Administrative Fee
Incorrect/wrong account information Account information, customer/supplier
Payment date Will be scheduled on the next specified second Friday

➕Charge RM30 (direct deduct)

➕Any additional fees




If you have received/signed/purchased the following offers or fulfilled the following conditions, refunds/cash withdrawals will not be processed

  • Promotional package
  • Commercial Package
  • Coupons/Promo Codes
  • MYPOZ account less than RM50



MYPOST ONLINE SDN BHD(MYPOZ) The decision of the Account Department will be deemed final and has the right to refuse to respond to any refund rights.

Step 1: Activate e-Wallet
Profile> Payment setting> Activate e-Wallet
Step 2: Fill in the received OPT> Successfully activate
Step 3: Set up payment pin, successfully set up once filling in the OTP
Step 4: Reload
Profile> Top Up> Fill in the top up amount> Confirm
Step 5: Choose the payment method and transfer the money

What is the meaning of air freight returned parcel?

Air freight returned shipment means after making payment, the customs inspector found out the shipment consists of sensitive items or banned items and hence, returned the shipment to the warehouse.


How will customers know that their parcel has been returned?

If the customer’s parcel is unfortunately returned during a customs inspection, we will wait for the parcel to be returned to the warehouse, and update the logistics information to inform the customer about the returned parcel.


What are the reasons for returning the parcel?

There are three main reasons- the order consists of sensitive items, banned items, or mistakes of customs.


What is the charge for returned shipment?

The returned parcel will be charged RM 10 by default as an inspection fee to verify the goods classification and eliminate the banned/ sensitive items for inbound again.

The warehouse staff will update the new inbound order no. so that the customers can submit the order again.  


How long will the return time be?

The returned parcel will need an estimated 2 working days to depart from the airport to the warehouse.  


What happens after the parcel is returned?

If the customer’s package is returned, it will be sent back to our warehouse, and our warehouse staff will withdraw the sensitive/banned items from the parcel, and provide the new parcel number, subject to an extra charge of RM5.


What to do if my parcel is being returned?

The customer can submit the order again according to the new order no. by adding the parcels and choosing the correct delivery channel.


Can I apply for a shipping fee refund for the previous order?

After the customer’s parcel is returned, the shipping fee of the previous order will not be refunded! This is because the customer’s order is sent through the general goods channel, but it was found that the parcel contained sensitive items during the customs inspection and was on hold and returned, so the original shipping fee has been formed.


What are the examples of sensitive items?

Liquid, paste form, electrical appliances, parcel with wood frame, sticky, super long (single side is 140 cm or above, both sides are 70 cm or above), powder form, granulated, magnetic, food, electronic, etc.


What are the characteristics of the banned items?

Irritable, explosive, consists of the battery, etc.


What is the procedure for returning a parcel?
Procedure: The parcel is returned to the warehouse —— The system shows that the package is returned —— Inspection and verification of the product classification —— Withdraw the sensitive/banned items and inbound —— Leave a message to the customer for a new parcel number —— Adding parcel —— Submit an order (select sensitive channels)

Note: The shipping fee of the confiscated/returned goods cannot be refunded, and any other fines/legal liabilities will be borne by the customer.

International shipments are divided into three categories according to the functional attributes of the products: general goods, sensitive goods, and prohibited goods. MYPOZ currently only has two channels: general goods and sensitive; it refuses to accept any prohibited products.


General goods and sensitive goods are used to distinguish inspection standards when exporting from China to other countries. If sensitive goods are shipped using general cargo channels, it may cause inspections to fail to clear customs and deliver goods. The user may delay the receipt of the goods, or need to pay the difference in the fee of the sensitive channel before the delivery. The following pictures distinguish general goods, sensitive goods, and prohibited goods:

The above products are for reference only, it is recommended to inquire the customer service before choosing the transportation channels of the products.



1. Health food, supplements, medicines, and batteries are air freight prohibited items and can only be transported by sea-sensitive channels.

2. Products with magnets (without battery) such as electronic products, electrical appliances and digital accessories can be transported by air freight sensitive channels.  

3. If the electronic products are branded, please inquire the customer service in advance before choosing the appropriate shipping channel.


Transportation of Prohibited Items:

– Dangerous goods, sex toys, weapons, livestock, internationally restricted food (such as bird’s nest, dried seahorse, sea cucumber, etc.), cigarettes, sharp weapons (such as imitated knives/ guns, kitchen knives, etc.), cash, alcohol, paint, white powder, unknown drugs, plants, living creatures, sprays (such as care sprays, hair sprays, etc.), flammable and explosive items (such as fireworks, gas bottles, etc.), products with air pressure (such as air pressure chairs, bicycle tires, etc.), CD-ROMs/DVDs, printed materials with sensitive issues, perishables and all IATA restricted items.

– Mobile phones are commodities with a high risk of loss, the customers who insist to ship them have to provide an import license and bear for the loss.

– Before submitting the order, it is the responsibility of the customers to classify the sensitive or general goods. Any inquiries about the classification of goods, please contact our customer service in advance.

– If the sensitive cargos are transported as general cargos and blocked by the customs, all consequences shall be borne by the customer;

For example: If the product consists of the battery, and is shipped by air freight, it will be considered as using the wrong shipping channels. If it is blocked by the customs, the customer might need to pay a fine and wait for the customs to verify whether the goods will be returned;

Prohibited items: Tobacco, alcohol, imitated knives, guns, batteries (wet batteries, car batteries) are prohibited from being shipped, NIKE, ADIDAS, and other authorized brands, religious/political/racial/domestic sensitive topics books and other products. Our warehouse staffs have the right to confiscate/reject such items.

– If such items are intercepted by the warehouse staff, a default fine of RM50 or not more than RM150 will be imposed, depending on the size of the goods. If the warehouse fails to intercept, such items will be confiscated/returned after customs inspection, all fines and legal liabilities will be borne by the customer, and our company will not bear any responsibility.

– This list is not including all prohibited items, and some items are not listed. Besides the items listed above, some countries may have additional regulations. If the goods are detained by the customs due to national regulations, our company will not bear any responsibility.

*Special declaration: MyPoz only receives goods on behalf of customers, and all the legal liabilities arising from the transportation of illegal goods and false declarations will be borne by the customers.


If you still don’t know your product attributes, please provide us with the following information and we will serve you.

(1) Product name, photo/link
(2) What is the shipping volume? How heavy is the product?
(3) Need to use air/sea freight?
(4) Need to send to West Malaysia/East Malaysia/Singapore?
(5) What is the purpose of the product?

Note: If it is a certified member, this inquiry is free, if it is an ordinary member, the inquiry fee is 5 MYR.



(a) According to the “Sea Freight Group Purchase” algorithm, the actual weight charged is based on the “Actual Weight” or “Volumetric Weight”, whichever is higher.

Volumetric Weight (kg)= (Length x Wide x Height) cm³/ 6,000

(b) According to the “Marine Private Sea Freight” standard algorithm, the actual weight charged is based on the “Actual Cubic” or “Actual Weight Cubic”, whichever is higher.

Actual weight cubic= Weight/ 500; at least a fee of 0.1m³ will be charged, and the additional weight will be every 0.01m³ afterward.

If the volume is 1.11, 1.12, all will be calculated as 1.2m³.

(c) When the actual weight cubic is bigger than the volume, the shipping company will apply the formula= Weight/ 500 (m³).

(d) If the parcel is exceeded the maximum affordable weight of the order, the fee will be charged according to the total weight of the order/ 5.

(e) Delivery is only downstairs, not upstairs; if you need the driver to deliver upstairs or moved into the warehouse, please negotiate with the driver.

(f) If your single item is more than 50kg or a large item, please prepare your forklift and arrange for manpower to unload the shipment as the driver is only assisting in unloading.

(g) The measurement standard of loading container is based on the original volume (long*wide*height), adding 1cm to the longest length/ biggest side.

(h) After receiving the shipment, if the customers measure again the volume and find out there is a 1cm difference with the charged volume, it will be a normal condition as during delivery, there will be a crash due to squeezing, which caused the outer package to deform and the difference in volume.

(i) The volume of shipment with gunny bags packaging might have changed after receiving by the customers, as its volume is not constant.



How to define a missing package?

A missing package means the entire shipment in the same order or the entire package is missing during the transit, and has been confirmed by the customer service.


What is the compensation amount?

  1. Compensation value according to item value on invoice (maximum of USD50), or 3 times of shipping fee, whichever is the lowest. Non-declared items or falsely declared items are not covered. No compensation for repackaged parcels, due to reasons such as seller mistake and lost parcel before arriving at the warehouse.

Note: The highest compensation for the overseas package is RM 100

  1. The customer who has purchased the cargo insurance can apply for a full claim and the highest compensation can be up to RM 50,000

Note: Please make sure the seller has delivered the correct amount of items before submitting the delivery order, and if it is delivered according to the original packing of the seller, there will be no claim for the damages. In addition, fragile products cannot be claimed, and hence, it is not recommended to choose the repacking service whereas should inform the seller to strengthen the packaging to avoid crushing during transportation (reinforced packaging can only reduce transportation risk)


I still have not received the package and it has exceeded the delivery efficiency, I think the package is probably missing, what should I do?
Step 1: Contact  the after-sales customer service
WhatsApp: 012- 374 2238 ( or submit request:

• Messages before 5 pm will be replied on the same day, and messages after 5 pm will be processed on the next day

Step 2: Alert to the email reply from customer service
• Most of the messages will be processed on the same day, so the customers must be alert to the customer service’s email replies to avoid any delays in the compensation process.

Step 3: Prepare the required documents
• Provide the required documents to the after-sales customer service to aid in the investigation
• Customers need to provide the complete documents within 1 week, overdue will not be accepted


How long will the processing time of the whole procedure take?

The entire process will take 14 working days after the required documents are submitted.


What information do I need to provide?

MP no., order no., parcel no.


Are there any circumstances that cannot be claimed?

1. The product name of the less goods received/ missing parcel is not matched

2. The package is lost during the transit or repacking

3. Fragile items are damaged

4. Deliver prohibited items/ use the wrong delivery channel and being returned to the warehouse

5. Already inform there will be a delay in advance

6. Third-party factors (customs, flight, weather, epidemic) and caused delays

7. Forfeit items during customs inspection