Notes to Customers:

Before making payments, customers must submit the required information to the system, especially the parcel numbers and proof of goods (please refer to “How to Purchase Cargo Insurance?“). The PIC (Person in Charge) will review and process the insurance purchase.

If the PIC does not receive the necessary documents within 7 working days or does not confirm the insurance matter with you, it will be deemed an invalid insurance order. In the event of any transportation accidents, they will not be covered by the compensation.

Circumstances in which customers should refuse acceptance:

Customers should refuse parcels with missing items, inconsistent weights, or damaged external packaging. Without refusal or an indication of missing items or losses on the signed receipt, investigations by various parties will not be possible. The courier company will assume you have successfully received the items, and there will be no room for any after-sales issues.

Successful Insurance Purchase:

After a successful purchase, changing the address is not allowed, or the insurance will become invalid. Additionally, the insured amount will be calculated based on the information provided by the customer. Before purchasing, customers can verify the quantity and parcel numbers with the seller.

Exemption of Responsibility:

The following circumstances are not covered by the insurance. The insurer will not be responsible for any loss or damage to insured goods due to the following reasons or issues caused by third parties:

• War
• Hostile acts
• Strikes
• Natural disasters
• Military actions
• Riots
• Looting
• Detainment
• Human-related issues

If the parcel is confirmed as lost, customers can make a full claim based on the information provided and the parcel number. Customers need to report the lost parcel to the police or provide all external packaging and other information such as photos and weight to the PIC within 48 hours.

Note: The estimated investigation time is 30 working days.

Documents Required to Purchase Insurance (please refer to: “How to Purchase Cargo Insurance?”):

• Product name
• Quantity purchased
• Unit price of the product
• Actual payment amount
• Product picture

Note: For overseas channels or transport services, photos of the shipping packaging need to be submitted.

Agree to Purchase:

Please reply within 3 days, either agreeing or disagreeing, once the information is verified by the customer. Attach your IC number and name. The PIC will process the insurance purchase. Otherwise, it will be considered a default cancellation of insurance.

Notes:

Compensation only covers the loss of goods, not damage.

For more details, please refer to the Express Cover Policy

●Against All Risks from the time of collection / received by the Company until delivered to the consignees. Warranted that no liability shall attach for claims other than concealed breakage or damage following acceptance from the Company or its authorized representative at the destination against signature on consignment note unless exception be taken on such receipt.
● All items must be opened and examined upon receipt. The Company shall not accept any liability for damages once duly acknowledge by receiver.
● All items should pack in Original Manufacturer packing. Additional packing should impose for no brand & model disclose externally. They should be internal protection material for prevention of damage while delivery. This clause can be revised unless stated otherwise.
● Coverage will only pay for repair cost on damaged items. The formula of damage claim used will be based on prevailing market price, market repair price & average clause claim rules. If damage shipment is beyond repair, total loss damage claim can be applied but it is to be decided by Company & in accordance to authorized repair center quotation. All damaged items will becollected by Company for claim investigation purpose. In the case of normal repair cost claim applies, shipment will be returned to claimant upon completion of claim settlement. Whereas, in the case of total loss claim applies, Company has the right NOT to return the total loss claim shipment after claim settlement is completed.
● All claim shall be made payable in monetary form or deduction via account outstanding only.
● All claim should notified to claim system within 72 hours of incident date. Company reserved the right decline any claim if claim notification beyond such period.
● All remain items should keep until Company complete investigation with their investigator. Claim automatically reject if any evidence or remain goods dispose before the claim investigation or survey.
● In the event of loss or damage to any part or parts of an covered machine caused by a peril covered by the contract the sum recoverable shall not exceed the cost of replacement or repair of such part of parts plus charges for forwarding and refitting, if incurred, but excluding duty unless the full duty is included in the amount covered, in which case loss, if any, sustained by payment of additional duty shall also be recoverable. Provided always that no case shall the liability exceed the covered value of the complete
machine.
● In the event of loss or damage to any part of the interest covered caused by a peril covered by the Contract the sum recoverable shall not exceed such proportion of the cost of replacement or repair of such part or parts as the covered value bears to the value of a new item plus charges for forwarding and refitting, if incurred, but excluding duty unless the full duty is included in the amount covered, in which case loss, if any, sustained by payment of additional duty shall also be recoverable. Provided always that in no case shall the liability exceed the covered value of the complete item.
● All shipment stated in Goods description is considered new, unused & original brand, unless stated otherwise.
● Excluding Rusting, Oxidation, Decolourisation, Bending, Chipping, Marring and Scratching.
● Excluding Mechanical, Electrical and Electronic Derangement or breakdown unless caused by violent, external, accidental and visible means.
● Any item consists of articles in a pair or set the Company shall not be liable to pay more than the proportionate value of any particular part of parts which may be lost, without reference to any special value which such article or articles may have as part of such pair or set.
● In no case shall this contract cover any loss, damage, expense or liability or whatever nature which might otherwise be recoverable under this cover arising out of or in any way connected with, whether directly or indirectly, the use or operation of any computer, computer system, computer software, program or process or any electronic system where any such loss, damage, expense or liability
arises, whether directly or indirectly, as a consequence of (1) the date to the year 2000 or any other date change and/or (2) any change or modification of or to any such computer. Computer software, program or process or any electronic system in relation to any such date change. Excluding loss, damage or liability, or whatever nature which might otherwise be recoverable under this cover arising out of or in any way connected with, whether directly or indirectly, the functionality or operation of any computer software, programme or process or any electronic system where any such loss, damage or liability arises, whether directly or indirectly, caused by or arising from courier process.
● Any loss or damage or expenses caused by or arising from information technology viruses are excluded.
● Excluding loss or damage pertaining to failure of computer software and/or computer data.
● Excluding loss, damage or liability, whether directly or indirectly, resulted from terrorism, war or strikes.
● Excluding any claim from Public Liability, Bailees, Consequences Loss, Product Liability & Business Interruption Liability.
● Excluding any claim arising from Radioactive Contamination, Chemical, Biological, Bio-Chemical and Electromagnetic Weapons.
● Excluding loss arising from Custom, Police or any government body detention.

What is the procedure?

Choose insurance service during order submission>> Upload the proof of purchase>> Customer service calculates the insured amount>> Make payment>> Insured

What are the steps?

Step 1: Choose insurance service during order submission

• If the price of the product is more than USD 100, the system will automatically pop out a gentle reminder to purchase the cargo insurance

• If the price of the product is less than USD100, but the customer would like to purchase the insurance, you may choose it from the extra order service

Step 2: Upload the proof of purchase to the system

• Before submitting the order, upload the proof of purchase

***The proof of purchase must show the product name, picture, price, quantity, and the actual payment amount

Samples:

Step 3: Make payment once the insured amount is confirmed

• The customer service needs about 4 hours to verify the documents
• Please do not choose auto payment before the insured amount is confirmed

***Gentle reminder: Some of the customers will pay the minimum insured amount of RM 25 first before the actual amount is confirmed. If the actual insured amount is more than RM 25, the customer has to top up the extra amount within 48 hours, or else, it will be cancelled.

Step 4: Insured successfully

How to calculate the insured amount?

• The insured amount is 3.8% of the product price, the minimum is RM 25
• Example:

1. Product price= RM 300 x 3.5%

                                   = RM 10.50 (Insured amount: RM 25)

2. Product price= RM 1000 x 3.5%

                      = RM 35

What kind of products can be insured?

Expensive 3C products such as handphones, tablets, smart watches, game console, etc.

What kind of products cannot be insured?

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.

For more details, please refer to:

Types of Insurable Items

Insurance General Term & Conditions

***Gentle reminder: Any inquiries, please contact our customer service.

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

2. SMS service

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

Fee: RM 0.30

3. 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 the cargo insurance?

4. 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

5. Fragile label

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

Fee: RM 1/ piece

6. Blank package

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

Fee: RM 1/ piece

7. 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

What is COD service?

COD helps the customer who does not have any credit card or online banking account to purchase items online. The customer can shop online without paying first and arrange the seller to deliver. Once the parcel arrived, our warehouse staff would check and pay by cash.

COD is a very convenient service as it is safer because no payment details will be revealed online. The customer only need to provide the seller our warehouse address, that’s it.

Note: COD service is only available at Guangzhou warehouse. The receipt time will be 9:00 am to 3:00 pm every day, except public holiday.

Gentle reminder: Please contact the seller to write your MP no. outside the parcel, so that the warehouse can receive instantly; the warehouse has the right to reject any parcel without MP no.

What are the service charges？

COD:

• Below RMB 500: COD amount/ currency of the day + RM 5 extra service charge
• Abouve RMB 500: COD amount/ currency of the day + 2% extra service charge.
• The COD amount has to be paid within 24 hours.

How to start? What should I do?

Contact our customer service or directly email to [email protected]. Tell us your demands and provide the following for COD!

1. MP No.: MPXXXXX
2. COD amount: within 500 RMB (make sure there is sufficient amount in your MP account)
3. Waybill no.: (if have)
4. Courier company: (if have)
5. No. of carton: (if have)

1 and 2 are the mandatory details whereas if you need us to contact with the courier, then 3,4 and 5 are the required details for us to verify with the courier ASAP.

Gentle reminder:

– COD below 100 RMB: Warehouse will receive by default, there is no need to contact our customer service

– COD more than 100 RMB: Please contact our customer service to fill in the form and also make sure there is sufficient amount in your MP account for COD deduction.

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

2. 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 m³ or below: RM 26; 0.11 to 0.2 m³ : RM 30 – RM 60; 0.21m³ – 0.3m³ : RM 60-RM 80

2. 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

3. 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

4. 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. Collection Service 

If your supplier cannot deliver the items to our warehouse, you can request for a collection 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