SHIPPING FAQ

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Newbie Directory

01
How to use Mypoz to ship?

Account Registration

Step 1: Google MyPoz/ click: http://www.mypoz.com/newwpmypoz/

Step 2:Login>>> Register

For more details :  How to place order for China shipping?

02
How to add parcel?

Mypoz has 5 methods to add parcel which are through website, phone, google extension and so on.

For more details: How to add parcel?

03
How to differentiate between general cargo and sensitive cargo?

International shipments are divided into three categories according to the functional attributes of the products: general goodssensitive goods, and prohibited goodsMYPOZ 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.

Please read the following articles for more details:

How to differentiate the item is general/sensitive/prohibited good

What is sensitive cargo?

04
How to check warehouse address?

Login Mypoz website> Member center> Warehouse

For more details: How to check the warehouse address?

05
Other Newbie Inquiries

If you are still confused, you can search it on our Help Center, or leave a message to our customer service, we will reply you during the working hours!

Newbie Directory

Shipping Inquiry

01
How is sea shipping cube calculated?
How to calculate 1CBM cubic meter for international shipping, first of all, we must introduce the calculation method of cubic meter: cargo volume=length*width*height (unit is meter).

If the size of the box is 100 CM * 100 CM * 100 CM, the total shipping volume CBM = 1 CBM cubic meter. Or use this calculator to calculate: Calculator

02
How to calculate air shipping volumetric weight?

According to international freight regulation: volumetric weight (kg)= long (cm)* wide (cm)* height (cm)/ 6000.

Volume weight is a parameter that represents the density of an object. Objects of the same volume but heavier will have a higher density.

For more details: Help Center

03
How to make payment?

International> Order status> Order list> Operation> Click RMB¥ icon

For more details: How to make payment?

04
What is Double Free channel?
  • Sensitive free- Regardless of sensitive or general cargo, both can be delivered.
  • Weight throw free- If the difference between the actual and volumetric weight is within 20kg will be calculated based on the actual weight, or else, half throw.

For more details: What is Double Free channel? 

05
How are the bonus points calculated?

The bonus points are calculated based on the consumption, RM1= 1 bonus point. For more rules, please refer to: Loyalty Points Programme

Parcel Inquiry

01
The parcel can be stored in the warehouse for how long?

Mypoz provide free warehousing service for 30 days, when the parcel has been stored in the warehouse for more than 30 days, it is considered as expired parcel, and will be charged RM1/ day.

For more warehousing inquirie, please refer to: How long can the parcel be stored in the warehouse?

02
How to request for cash on delivery?

You can contact our customer service to provide the relevant information to request for cash on delivery, for more details: How to request for cash on delivery?

03
What to do if the China courier website showed the parcel has been signed, but no update on Mypoz website?

There are many factors that can come from the seller, courier, or customers. In this case, please check carefully the receipt address and waybill no.

Kindly contact our customer service if you are still confused, or search the related article at the Help Center: Parcel has been signed, but no update on the Mypoz website?

04
Without courier no., can the parcel inbound?

No. If there is no courier number for the incoming goods, our warehouse staff will need to sign for it and provide a courier no. to the delivery man, asking him to provide it to the customer who send the goods.

Other related inquiry: What to do if the delivery company claimed that our warehouse refused to receive the goods?

05
Other Parcel Inquiries

If you are still confused, you can search it on our Help Center, or leave a message to our customer service, we will reply you during the working hours!

Parcel Inquiries

Order Inquiry

01
Why can't I choose sensitive or general cargo channel?

The system will decide the most suitable channel for you. If you would like to choose sensitive channel but unable to find the related shipping channel, please verify the type of parcel type and change it to “sensitive” before making order again.

For more details, please search it at the Help Center.

02
What should I do if the parcel is returned?

The customer can check the order status: International> Order status> Order list> Operation> Details & Comment to see the relevant details.

More details: What should I do if the parcel is returned?

03
What can't I submit the order?

Scenario  1 : 

You are not a verified user or the account is being verified, please go to the verification center to verify your account. After verification, you can submit the order.

Steps: My Account >> Security Centre >> Identity Verification

Scenario  2: 

The package information is not filled. Please click on the relevant package to modify, declare the package once, fill in the product name, value, category, and resubmit it.

For more details, please search it at the Help Center.

04
What should I do if I accidentally press the received goods status?

The received status is mainly to allow customers to update and monitor the order status. Please rest assured Mypoz won’t stop monitoring it for the customer. As long as your parcel is still on the way, our company is obliged to guarantee that you will receive the goods.

05
Other Order Inquiries

If you are still confused, you can search it on our Help Center, or leave a message to our customer service, we will reply you during the working hours!

Order Inquiries

After Sales Inquiry

01
Is there any service to help to carry upstairs?

At present, the delivery service only provides door-to-door service, which means that it is only delivered to the door. If the customer is living upstairs or in an apartment that requires more manpower to move the shipments upstairs or to the apartment, please discuss the transportation costs with the driver, and most likely that every driver can provide this service to customers for a fee.

02
What should I do if the parcel is lost?

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

For more details, please refer to: Help Center

03
What to do if there is short receive goods/ less receive carton?

Situation 1: Seller missing to provide parcel number

Sellers rarely omit to provide sub-airway bill numbers (Package Number ). Please make sure that the number of pieces you signed for is the same as the number of pieces on the courier note. If it is the same, it proves that you are not under-collecting the goods. The biggest possibility is that Your Chinese Supplier has dealt with the goods separately and did not provide airway bill (Package Number) immediately. Here you are, it caused you to short receive goods

In this case, you can verify whether the warehouse’s warehousing record is same with the number of pieces of the Chinese seller. Make sure that it is not a problem with the seller separately send the package.

Situation 2: Seller deliver less good without inform

The seller delivers less goods and the quantity is inaccurate If you have received the package, but the quantity in the package has changed from the quantity you purchased, please ask the seller. This is most likely because the seller is under-delivering goods, or there is another parcel number. Our company did not check the quantity inside the package.

Situation 3:  Short Received – with Prove of certificate

If the number of pieces is correct, but one box is short received, remember to indicate the under-collected goods on the airway bill you signed, so that MYPOZ can verify with the evidence you provide and speed up the processing. If the relevant information is not indicated at the time of receipt “Short Receive “, Our company will not be responsible for the related compensation.

Our company will be very difficult to verify the authenticity of the underpaid with the relevant delivery driver.

Situation 4: Short Received – without Prove of certificate

If the number of pieces is correct, but one box is missing, but the receipt is not signed, please try to notify us within 24 hours and provide the relevant delivery person information or the under-collected order number so that we can trace back to the relevant day On the delivery staff, if the overdue complaint is not processed, it is already difficult to verify who delivered

Please provide the following to our customer service:

  1. Order number/ Waybill number
  2. Parcel number that is not received
  3. If there is damage outside the package (need to provide outer packaging photo)
  4. The photo of receipt with remark of less goods received
  5. Relevant photos (Photo before opening the parcel, weighting photo, proof of buying, screenshot of buying in China, etc.)
  6. Country

How long do I need to know the investigation result?

The customer will receive the investigation result within 7-14 working days.

04
What is the cargo compensation guide?
All csinbound problem shipment or claim request must be submitted within 48 hours of acceptance from received. The US dollar fixed compensation exchange rate is unified at 4.05, which is calculated based on the average exchange rate of the US dollar XECURRENCY in recent years.

1. Product name and description must be stated clearly on your invoice.
2. Claim request must be submitted within 48 hours of acceptance.
3. After we receive your complaint, investigation towards each participating party shall commence.
4. Further action shall be taken according to the outcome of the investigation.
– Maximum compensation for SKYNET/GDEX/ABX/BBB/CITYLINK/J&T: USD50
– Maximum compensation for sea freight: 3 times of freight charges.

– Compensation formula based on parcel weight difference: (Total shipping fee divided by Total weight divided= price per kg) * 3 times = amount of compensation
– Free delivery of left out item to destination.

1. Compensation value according to item value on invoice (maximum of USD50), or 3 times of shipping fee, or 【Compensation formula based on parcel weight difference: (Total shipping fee divided by Total weight divided= price per kg) * 3 times = amount of compensation】whichever is the lowest.
2. Non declared items or falsely declared items are not covered.
3. No compensation for repackaged parcels, due to reasons such as: seller mistake and lost parcel before arriving at warehouse.
4. In addition, fragile products cannot be claimed. It is recommended that if it is fragile, do not choose to repack and should inform the seller to strengthen the packaging ~ to avoid crushing during transportation (reinforced packaging can only reduce transportation risk)

1. Compensation shall be bear by any party responsible.
– Maximum compensation for SKYNET/GDEX/ABX/BBB/CITYLINK/J&T: USD50
– Maximum compensation for sea freight: 3 times of freight charges.

– Compensation formula based on parcel weight difference: (Total shipping fee divided by Total weight divided= price per kg) * 3 times = amount of compensation
2. If parcel is not found in our warehouse, a maximum compensation of RMB100 will be provided.

1. NO compensation and/or refunds for items that are detained by customs, all fees generated is responsible of account owner only. There is NO compensation if the customer’s shipment is in the same container consists of the prohibited items and confiscated by the customs during customs inspection.
2. User will be blacklisted if such scenario happens too frequently.

1. Appropriate notification is provided before delivery of parcel, we shall not be held responsible for 3rd party delays.
2. Shipping Fee Compensation Rate:
– 3 working days delay: 10% of shipping fee
– 7 working days delay: 20% of shipping fee
– 14 working days delay: 50% of shipping fee
– 30 working days delay: 100% of shipping fee

  1. All the orders requested for special demand will be replied on the next day or later depending on the request.
  2. All the orders requested for special demand after out for delivery are excluded from the delay compensation.

1. All claim requests must be completed with purchase and shipping documents, and to be submitted within 1 week of request.
2. We will conduct our investigation and further action to be taken within 2 weeks time.

** Our AXA cargo insurance is recommended for high valued items.

05
Other After Sales Inquiries

If you are still confused, you can search it on our Help Center, or leave a message to our customer service, we will reply you during the working hours!

After Sales Inquiries

Account Security Inquiry

01
How to verify Mypoz account?

Steps: My Account >> Security Verification Center >> Identity Verification >> Submit your personal verification >> Wait for verification

Information As Below

1. ID card picture

2. Selfie with ID card

3. Nationality

4. ID number

5. ID card name After submission

We will review it within 1-3 working days. The identity verification picture information will be kept confidential and watermarked.

02
Why need identity authentication?

Identity Verification is used for customs declaration purposes. The company has the right to refuse to deal with any customer service without identity authentication.

To strengthen the responsibility of protecting the country for the people. To prevent all untraceable unowned packages, illegal smuggling, and other incidents.

Official Announcement: IMPLEMENT COMPREHENSIVE ACCOUNT IDENTITY AUTHENTICATION

03
What to do if I forget the login password?
04
What to do if I forget the payment password?

Extra Services Inquiry

01
Cargo Insurance
02
Extra Parcel Services

How many types of extra parcel services are there?

A total of 3 categories and 10 additional package services are provided for customers to choose from:

Demolish Packaging Service

  1. Demolish inner/ outer packaging services

– Suitable for those who want to save shipping fee by demolishing the inner/ outer packaging and repacking

– Notes:

  1. If any of the items are lost/ less during the process, MYPOZ reserved the right to check for the customers.
  2. Not suggested for the parcel consists of fragile items.

Fee: Demolish inner packaging- RM 1; demolish outer packaging- RM 1.50

Packages’ Photos

  1. Inner packaging photo

– Our warehouse staff will open the package and take the inner photo of the items inside and the outer package

– Note: If any of the items are lost/ less during the process, MYPOZ reserved the right to check for the customers.

Fee: RM 1

  1. Outer packaging photo

– Our warehouse staff will take the outer package’s photo only, MYPOZ reserved the right to check for the customers, if any of the items are lost/ less during the process.

Fee: RM 0.50

Extra Protection Services

  1. Wooden box/ frame packaging services

– Suitable for fragile items or large furniture.

– Notes:

  1. Calculate according to the volume of the package, the minimum fee will be charged by default if it does not exceed the volume limit
  2. Customer service will notify the customers if the package exceeds the volume limit
  3. For those who selected this service, please use manual payment services.
  4. As the package has a wooden frame, the warehouse staff will leave a message in the order, and change to the sensitive channel by default.

Fee: Wooden box- minimum RM 225; Wooden frame-0.1 mor below: RM 26; 0.11 to 0.2 m3 : RM 30 – RM 60; 0.21m3 – 0.3m3 : RM 60-RM 80

  1. Wooden pallet and wooden frame packaging services/Wooden pallet service

– Suitable for fragile items, large furniture, irregular-shaped shipments, and so on

– If the package is very heavy, or small but heavy, it is necessary to pack with a wooden pallet for the forklift to move and avoid damage

– Notes:

  1. Calculate according to the volume of the package, the minimum fee will be charged by default if it does not exceed the volume limit
  2. Customer service will notify the customers if the package exceeds the volume limit
  3. For those who selected this service, please use manual payment services
  4. As the package has a wooden frame, the warehouse staff will leave a message in the order, and change to the sensitive channel by default.

Fee: Wooden pallet and wooden frame packaging services- minimum RM 190; wooden pallet- minimum RM 150

  1. Bubble wrap service

– Provide the package another layer of protection to ensure the customer can receive it in one piece

– Notes:

  1. Calculate according to the volume of the package, the minimum fee will be charged by default if it does not exceed the volume limit
  2. Customer service will notify the customers if the package exceeds the volume limit
  3. For those who selected this service, please use manual payment services.

Fee: Minimum RM 9

  1. Waterproof packaging

– Suitable to use during the rainy season to prevent the package from water ingress or exposure to water

– A waterproof packaging can fit a 60 x 40 x 40 carton

Fee: Minimum RM 3

 

How does it work?

Login to MP account>> International>> Add Parcel>> Choose the additional services

 

The extra services that need to inquire the customer service in advance:

5. Cash on Delivery

– Once the shipment is arrived at MYPOZ warehouse, the payment will be made by our staff first

– Only available in Guangzhou and Yiwu warehouse, kindly contact us beforehand for preparation of payment.

– If the cost of the COD service is less than RMB100 for a single order, our warehouse will handle this service option by default, no need to inform our customer service.
– Fee shall be 

For more details, please refer to: Cash On Delivery (COD) Service

Fee: Calculated according to the daily foreign exchange rate and a RM5 service charge will be billed.

E.g.: RMB200 / 1.48 + RM5 =RM140.14

6. Forklift Service

We have our own forklift in our warehouse, this service is provided free of charge for heavy items. No extra rental charges for forklift services, exclusively for our customers.

7. Provide SST Invoice

Accounting is a very important element in our business, a SST invoice is all we need for declaring of account, however that invoice is not valid from overseas. We could provide a valid SST invoice for our items, kindly contact our customer service officer for more information.

8. Pick-up Service 

If your supplier cannot deliver the items to our warehouse, you can request for a pick-up service directly from your supplier’s premise. You have to inform our customer service in advance:

MP no.:

Delivery/ Courier company:

Pickup address:

Waybill no.:

Courier contact no.:

No. of carton:

Remark:

Fee: Minimum charged RMB180, calculated according to the daily foreign exchange rate and a RM5 service charge will be billed.

E.g.: RMB200 / 1.48 + RM5 =RM140.14

03
Extra Order Services

What kind of extra order services does MYPOZ provide?

Currently, MYPOZ provides 7 types of customized extra order services, which included:

  1. Vacuum packaging

– This is the exclusive service introduced by MYPOZ recently, suitable for large volume but light shipments, such as the pillow, plush toys, blanket, and so on.

– The warehouse staff will calculate based on the volumetric weight or actual weight of the package (depends on the shipping channels)

Fee: Minimum RM 10

  1. SMS service

– The customer will receive an SMS once the shipment arrived in Malaysia

Fee: RM 0.30

  1. Insurance service

– Suitable for high-risk lost goods, such as expensive electronic products- mobile phones, tablets, smartwatches, game consoles, etc.

– Non-insured items: Fragile items such as acrylic, vases, picture frames, antiques, glass material items, house models, large appliances such as refrigerators, washing machines, and other countries restricted or prohibited goods

– After submitting the insurance service request, the customer service will calculate the final insurance fee and notify the customer

Fee: Minimum RM 25

For more details, please click here: How to purchase cargo insurance?

  1. Customized package

– Suitable for e-commerce to use customized courier bags/ boxes to repackage the items or put in some small gifts

Step 1: Notify the customer service once the customized package has inbound and provide its parcel no.

Step 2: The warehouse staff will do the counting of the packaging amount (Service charge: RM 5/every 20 units)

Step 3: Tick [Custom Package] service when submitting the order

Step 4: Edit the receiver info and mention in the remarks the parcel no. of customized packaging

Fee: RM 1/ piece

  1. Fragile label

– The fragile label will be pasted at the outer package as an alert to the others

Fee: RM 1/ piece

  1. Blank package

– Use the blank package to replace it with MYPOZ courier bag

Fee: RM 1/ piece

  1. Order photo

– This service provides the customer with the package after packaging

Fee: RM 1/ piece

     8. Box Reinforcement Packaging

– The box is a 5-layer thick airplane packing box. It is pressure resistant. The box after unpacking can be reused if it is not severely squeezed.

– Size :

Large–60*45*50, Weight : 1.2KG

Fee: RM 8

How does it work?

International>> Order submission>> Choose the extra order services

04
Warehouse Fulfillment Service

Overseas Shipping Inquiry

01
Malaysia to China FAQ

Before delivery

  1. Do you provide a pickup service?

No, the customers have to deliver the parcel to our Malaysia warehouse by courier.

  1. Do you provide cargo insurance service?

Yes, there is certain type of items which unable to insure, please contact our customer service for more details or refer to: How to purchase cargo insurance?

  1. If I regret to ship, but the parcel already arrived at Malaysia warehouse, can I apply for return?

Yes, the customers have to choose the domestic courier> Online submission, to arrange for the return of shipment.

  1. What kind of items are prohibited to ship to China?

Tongkat Ali, Chinese tonic, items with batteries, batteries, products without branded packaging/ documents, phone cards, bank cards, IC, used goods, second-hand goods, repaired products, alcoholic/ flammable products, tobacco, alcohol, etc.

*Note: If you are confused about the goods classification, please consult our customer service in advance before shipping.

  1. Is there a weight restriction or any other restriction?

Shipment cannot be more than 5 kg, type of products cannot be more than 3, quantity cannot be more than 10, the price cannot be more than RM 600.

  1. Is it included tax and customs clearance service?

Malaysia to China channel is only included customs clearance but not tax, so if the price is too high might be taxed.

  1. What kind of goods need to provide an import certification license?

Repaired products/ bulk shipments need to provide import certification license (according to customs requirements); transporting food might need to provide nutrition facts.

*Note: If it is rejected by China customs, the item will be returned to Malaysia, the customers have to afford the shipping fee from China to Malaysia.

During transit to China

  1. How long will it take to sign if the parcel has arrived at Malaysia warehouse? How long will it take to update the logistic?

The shipment will be signed immediately once it is arrived at Malaysia warehouse, and will update the transit order no. around 5 working days.

  1. When will the flight be arranged?

Submit order on Tuesday and the flight will be arranged for that Friday.

  1. How long will it take to ship from Malaysia to China?

The whole process from arranging flight until delivery is expected to take about 7-12 working days.

  1. Why is the logistic update stop at waiting for despatch?

When the status is waiting for despatch, the shipment is actually transited from Malaysia warehouse to Kuala Lumpur warehouse.

  1. Are there any reinforcements packaging services? (wooden frame, bubble film)

There is only bubble film packaging service is provided.

  1. Can the customer service assist the customers to place orders?

Yes, the minimum service charge is RM 10, calculate according to the number of the parcel, RM 3/ parcel.

After delivery

  1. Is there a cash-on-delivery service?

There is no COD provided.

  1. How to calculate the compensation for parcel lost?

If the customer has purchased the cargo insurance, it will be calculated by the price of the item; no compensation if the product is spoiled or expired; for the item without insurance will be compensated according to the freight regulations.

02
USA & Korea FAQ
  1. How long will it take to sign the parcel when it has arrived at the overseas warehouse? How long does it take for the customers to know the inbound status?

The warehouse staff will sign for the parcel immediately, and the customer will only know the latest status of the parcel after it has arrived in Malaysia within 5-10 working days.

  1. How long will the flight be arranged once the parcel arrived at the overseas warehouse?

About 14 working days after the parcel arrived at the overseas warehouse.

  1. How long will the shipping fee be shown after the order is placed?

Customers will know the shipping fee within 24 hours.

  1. How long will the delivery be arranged for the customer after the payment is done?

About 10 working days to arrange for delivery.

  1. Does USA/ Korea shipping have pickup service?

No.

  1. If the flight has been cancelled, can the next flight be estimated?

No at this moment because of the epidemic, the number of passenger planes has been reduced, and only cargo planes are available which need to achieve a certain amount of cargo. Normally, if the flight is cancelled this week, probably will get the nearest fight next week.

  1. What should I do if the goods are lost?

For the customers who have purchased the cargo insurance, you may refer to: What should I do if the package is lost?

For the customers who have not purchased the cargo insurance, the compensation is followed the freight regulations.

  1. Is it included tax and customs clearance service?

Yes.

  1. Are there any products that require certificates or additional documents?

Yes, if you want to transport a large number of sensitive or large machines, you need to verify with the customer service for the required documents.

  1. Are there any reinforcements packaging services? (wooden frame, bubble film)

No for all overseas shipping channels, kindly remind the seller to pack the goods properly.

  1. Can the customer service assist the customers to place orders?

Yes, the minimum service charge is RM 10, calculate according to the number of the parcel, RM 3/ parcel.

  1. Is there a service to verify the weight of the parcel?

Yes, the packer can help to weigh the parcel after it has arrived at our warehouse. The service charge is RM 5. If it is wrongly weighed, no fee will be charged.

  1. When do I need to contact customer service?

– The logistics update is exceeded 48 hours

– The order status showed packed, but the shipping fee is not shown

– Need to pay on behalf

– Verify goods classification (general/ sensitive/ prohibited items)

03
Australia FAQ
  1. How long will it take to sign the parcel when it has arrived at the overseas warehouse? How long does it take for the customers to know the inbound status?

The warehouse staff will sign for the parcel immediately, the oversea customer service will update inbound within 2 working days.

Note: The inbound update might be delayed due to the time lag between Malaysia and Australia is about 3 hours.

  1. How long will the parcel arrive in Malaysia?

About 7-10 working days after the parcel arrives at the overseas warehouse.

  1. How long will the shipping fee be shown after the order is placed?

Customers will know the shipping fee within 24 hours.

  1. How long will the delivery be arranged for the customer after the payment is done?

After the payment is done, the flight to Malaysia will be arranged on that day, expected to arrange for delivery within 3 working days after arriving in Malaysia.

  1. Does Australia shipping have pickup service?

Yes, please contact the oversea customer service to inform:

Product name, volume, weight, quantity, address to confirm the service charge.

  1. If the flight has been cancelled, can the next flight be estimated?

No at this moment because of the epidemic, the number of passenger planes has been reduced, and only cargo planes are available which need to achieve a certain amount of cargo. Normally, if the flight is cancelled this week, probably will get the nearest fight next week.

  1. What should I do if the goods are lost?

For the customers who have purchased the cargo insurance, you may refer to: What should I do if the package is lost?

For the customers who have not purchased the cargo insurance, the compensation is followed the freight regulations.

  1. Is it included tax and customs clearance service?

Yes.

  1. Are there any products that require certificates or additional documents?

Yes, if you want to transport a large number of sensitive or large machines, you need to verify with the customer service for the required documents.

  1. Are there any reinforcements packaging services? (wooden frame, bubble film)

No for all overseas shipping channels, kindly remind the seller to pack the goods properly.

  1. Can the customer service assist the customers to place orders?

Yes, the minimum service charge is RM 10, calculate according to the number of the parcel, RM 3/ parcel.

  1. Is there a service to verify the weight of the parcel?

Yes, the packer can help to weigh the parcel after it has arrived at our warehouse. The service charge is RM 5. If it is wrongly weighed, no fee will be charged.

  1. When do I need to contact customer service?

– The logistics update is exceeded 48 hours

– The order status showed packed, but the shipping fee is not shown

– Need to pay on behalf

– Verify goods classification (general/ sensitive/ prohibited items)

04
UK FAQ
  1. How long will it take to sign the parcel when it has arrived at the overseas warehouse? How long does it take for the customers to know the inbound status?

The warehouse staff will sign for the parcel immediately, the overseas customer service will update inbound within 2 working days.

Note: The inbound update might be delayed due to the time lag between Malaysia and UK is about 7 hours.

  1. How long will the flight be arranged once the parcel arrived at the overseas warehouse? 

About 14 working days after the parcel arrives at the overseas warehouse.

  1. How long will the shipping fee be shown after the order is placed?

Customers will know the shipping fee within 24 hours.

  1. How long will the delivery be arranged for the customer after the payment is done?

After the payment is done, expected to arrange for delivery within 3 working days.

  1. Does UK shipping have pickup service?

Yes, please contact the oversea customer service to inform:

Product name, volume, weight, quantity, address to confirm the service charge.

  1. If the flight has been cancelled, can the next flight be estimated?

No at this moment because of the epidemic, the number of passenger planes has been reduced, and only cargo planes are available which need to achieve a certain amount of cargo. Normally, if the flight is cancelled this week, probably will get the nearest fight next week.                                                                             

  1. What should I do if the goods are lost?

For the customers who have purchased the cargo insurance, you may refer to: What should I do if the package is lost?

For the customers who have not purchased the cargo insurance, the compensation is followed the freight regulations.

  1. Is it included tax and customs clearance service?

Yes.

  1. Are there any products that require certificates or additional documents?

Yes, if you want to transport a large number of sensitive or large machines, you need to verify with the customer service for the required documents.

  1. Are there any reinforcements packaging services? (wooden frame, bubble film)

No for all overseas shipping channels, kindly remind the seller to pack the goods properly.

  1. Can the customer service assist the customers to place orders?

Yes, the minimum service charge is RM 10, calculate according to the number of the parcel, RM 3/ parcel.

  1. Is there a service to verify the weight of the parcel?

Yes, the packer can help to weigh the parcel after it has arrived at our warehouse. The service charge is RM 5. If it is wrongly weighed, no fee will be charged.

  1. When do I need to contact customer service?

– The logistics update is exceeded 48 hours

– The order status showed packed, but the shipping fee is not shown

– Need to pay on behalf

– Verify goods classification (general/ sensitive/ prohibited items)

05
Taiwan, Japan & Thailand FAQ
  1. How long will it take to sign the parcel when it has arrived at the overseas warehouse? How long does it take for the customers to know the inbound status?

The warehouse staff will sign for the parcel immediately, the overseas customer service will update inbound within 2 working days.

  1. How long will the parcel arrive in Malaysia?

Taiwan & Japan: About 3-5 working days after the parcel arrives at the overseas warehouse.

Thailand: About 7-10 working days after the parcel arrives at the overseas warehouse.

  1. How long will the shipping fee be shown after the order is placed?

Customers will know the shipping fee within 24 hours.

  1. How long will the flight be arranged for the customer after the payment is done?

Taiwan & Japan: After the payment is done, the flight will be arranged within 3-5 working days, expected to arrange for delivery within 3-4 working days after arriving in Malaysia.

Thailand: After the payment is done, expected to arrange for delivery on that day.

  1. Does Taiwan, Japan & Thailand shipping have pickup service?

No.

  1. If the flight has been cancelled, can the next flight be estimated?

No at this moment because of the pandemic, the number of passenger planes has been reduced, and only cargo planes are available which need to achieve a certain amount of cargo. Normally, if the flight is cancelled this week, probably will get the nearest fight next week.                                                                  

  1. What should I do if the goods are lost?

For the customers who have purchased the cargo insurance, you may refer to: What should I do if the package is lost?

For the customers who have not purchased the cargo insurance, the compensation is followed the freight regulations.

  1. Is it included tax and customs clearance service?

Yes.

  1. Are there any products that require certificates or additional documents?

Yes, if you want to transport a large number of sensitive or large machines, you need to verify with the customer service for the required documents.

  1. Are there any reinforcements packaging services? (wooden frame, bubble film)

No for all overseas shipping channels, kindly remind the seller to pack the goods properly.

  1. Can the customer service assist the customers to place orders?

Yes, the minimum service charge is RM 10, calculate according to the number of the parcel, RM 3/ parcel.

  1. Is there a service to verify the weight of the parcel?

No, because Taiwan direct shipping is shipped directly from Taiwan to customers’ address without passing by our warehouse, so it is unable to verify the weight of the parcel.

  1. When do I need to contact customer service?

– The logistics update is exceeded 48 hours

– The order status showed packed, but the shipping fee is not shown

– Need to pay on behalf

– Verify goods classification (general/ sensitive/ prohibited items)

Top Up Inquiry

01
How to request for Alipay transfer service?

What is Alipay Transfer service?

This service helps our customer to transfer the money to others’ Alipay account.

Step 1: Login to your MP account and submit the required details.

  • Login to your Mypoz account>> Alipay exchange>> Alipay Transfer>> Submit the required information

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  • Note:
  1. The system will automatically exchange the amount to RMB according to the currency on that day.
  2. Service Charge:

Amount in RMB

Service Charge

Below 500

RM 5

500 and above

1%

Calculation method:

Amount requested= RMB 500

Currency in RM= RMB 500/ 1.47 (currency of the day)= RM 340

1% Service charge 1%= 1% x RM 340= RM 3.40

Total amount= RM 340+ RM 3.40= RM 343.40

3. Only verified Alipay account can be proceed.

4. The minimum transaction amount is RM 100.

Step 2: Fill in your personal details and receiver’s Alipay details.

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Step 3: Pay to the specific bank (Public/ Maybank)

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Provide the following:

  1. Amount transferred (RM)
  2. Time transferred and processing time
  3. Upload the bank slip

Frequently Asked Questions:

  1. Incorrect account information- Reason: Name/account/bank/branch of bank is wrong
  2. Branch did not fill in- Reason: Incomplete bank transferred details
02
How to request for Alipay top up?

Step 1:

  • Login to your MP account, submit the required information.
  • Click Alipay Exchange>> Top-up Center>> Alipay Reload

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*Note:

  1. The system will automatically exchange the amount to RMB according to the currency on that day.
  2. Service Charge

Amount in RMB

Service Charge

Below 500

RM 5

500 and above

Free of charge

Calculation method:

Amount requested= RMB 400 (Below 500 FOC)

Currency in RM= RMB 400/ 1.47 (currency of the day)= RM 272

Total amount= RM 272+ RM 5= RM 277

Step 2: Fill in the required Alipay account information.

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Step 3: Choose the bank to transfer money (Public Bank/ Maybank)

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Provide the following:

  1. Time transferred and processing time
  2. Upload the receipt
  3. Submit
03
How to use Alipay for payment?
How to use Alipay for payment?
Step 1: Log in to Taobao/ Alibaba and choose the items to purchase. Click “make payment”> Submit order
Step 2: When the page loads to Alipay page, close it.

Step 3: The items will be pending. 

Step 4: Log in to Mypoz account and submit the Alipay payment details. 

Alipay exchange> Payment center> Fill in the amount in RMB and the system will automatically convert it into RM

Step 5: Fill in the payment account details.

Step 6: Transfer the money to specific account.

Service Charge:

Amount in RMB Service Charge
Below 500 RM 5
500 and above 1%

Calculation method:

Amount requested= RMB 500

Currency in RM= RMB 500/ 1.47 (currency of the day)= RM 340

1% Service charge 1%= 1% x RM 340= RM 3.40

Total amount= RM 340+ RM 3.40= RM 343.40

Provide the following:

  1. Amount transferred (RM)
  2. Time transferred and processing time
  3. Upload the bank slip

04
Why Alipay top up failed ?

Why was my Alipay top-up order cancelled?

There are many factors which caused the cancellation of Alipay top-up, you may find it from our Alipay top-up webpage.

Alipay Exchange>> Exchange Statement>> Status>> Question Mark (?)

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What are the factors that caused the Alipay top-up order to be cancelled?

Wrong account or password 

1. Please check the account and password first before submitting the order.

2. Try to log in to your account to make sure the ID and password are correct.

3. Submit the order if you have confirmed the ID and password.

4. The account is a private and hidden account which caused others unable to check for it and top-up.

The seller’s problems:

1. QR code expired/ transaction has been closed.

2. The trade/ promotion/ event has time limit, or it is unable to pay on behalf of the others.

The information provided is wrong:

1. The payment information provided is wrong.

2. The payment amount is wrong (more/ less)

3. The Alipay account is unauthenticated- The customer account has not undergone real-name verification, and some accounts need to verify their real name to successfully transfer funds

What to do after the order is being cancelled?

1. After the order is being cancelled, you can check the reason from MP account, amend and resubmit the request.

2. If you are still uncertain, kindly contact our customer service by providing the top-up order no. and your MP ID for verification.

05
When can the top up be done?
Processing Time: 6 working hours
Mon to Fri: 9 am to 5 pm
Sat: 9 am to 12 pm
Off on Sunday and public holiday.
Large amount top up: Up to RM 5,000 will be checked and handled by the department supervisor.
Processing time: 12 working hours
Limited time order: Currently is not accepted.
Please top up to your own Alipay account personally. 
What to do if the processing time is exceeded?
Kindly contact our customer service for verification.
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Other Top Up Inquiries

If you are still confused, please visit our Help Center to find the related article or leave a message to our customer service. The message will be replied during working hours.

Top Up Inquiries

Other Inquiries

01
Other frequently asked questions

For any inquiries, the customer can directly contact us, we will reply you during working hours through WhatsApp: 012-374 2238