Question 1

What is Delivered Duty Unpaid and Delivered Duty Paid?

Accepted Answer

Think of these as two payment options for your international shipping:

Option 1 - Pay Later (Delivered Duty Unpaid):

You pay the shipping fee first, then pay customs charges separately when your package arrives
Costs RM 50 for the first pound + RM 22 per additional pound
Best for experienced shippers who prefer to handle customs payments themselves

Option 2 - All-In-One Payment (Delivered Duty Paid):

Question 2

What happens if my package is loss or damaged?

Accepted Answer

Every package comes with free basic protection:

For Lost Packages:

For Damaged Packages:

Free Protection: We refund 30% of your shipping fee as store credits
With Buy&Ship Plus: We cover up to US$100 for item value plus 30% of shipping fee

Note: Some items like fragile goods and liquids have limited protection. Feel free to contact our Customer Service for more guidance.

Question 3

What are the size limitations for parcels?

Accepted Answer

Australia, Italy, Taiwan & Thailand Warehouses: Either side cannot exceed 80CM and the sum of all 3 sides cannot exceed 150CM.
Other Warehouses: Either side cannot exceed 100CM and the sum of all 3 sides cannot exceed 150CM.
Volumetric Weight can not exceed 5 times of the actual weight.
Volumetric Weight = [Length (CM) x Width (CM) x Height (CM)] ÷ 6,000 x 2.2046
If the parcel exceeds any of the above limitations, additional charges may be required. The parcel may also be rejected by the overseas warehouse or the delivery fee may be calculated by Volumetric Weight.

Question 4

What are the weight limitation for parcels?

Accepted Answer

Every single shipment (Per Tracking number) must not exceed 55 pounds.
Every consolidated shipment must not exceed 20 pounds, with a maximum of 10 shipments per order.
If the single parcel exceeds 20 pounds, please do not consolidate it with other parcels.
When merging packages, please pay attention to the following considerations:
- The chargeable weight less than 1 lb will be rounded to the next whole pound for each order.
- The minimum weight of a shipment is 0.2 lb, afterwards the unit of actual weight is 0.1 lb. When the actual weight is less than 0.1 pound, it will be rounded to the next 0.1 pound.

Question 5

Will you change the packaging of the parcel?

Accepted Answer

Single parcel
To reduce customs clearance issues, our warehouse will open parcels and investigate parcels without prior notice.
We will keep the original packaging and resize the outer part of parcel in order to prevent it from damage when there is redundant space between the goods and the packaging.
Multiple parcels
To reduce customs clearance issues, our warehouse will open parcels and investigate parcels without prior notice.
We will repack parcels or change their outer packaging without prior notice.
There may be a weight difference of parcels after packing, which means the chargeable weight shown in consolidation can be lighter or heavier than the original weight of parcels measured when they arrived at our warehouse.

Question 6

What if there are prohibited items/ problematic issues in my shipment?

Accepted Answer

In case of prohibited items, we have the right to terminate the shipping process of the shipment, discard or take any other actions on the items.
Returning parcel (Only for prohibited articles that cannot be delivered to Hong Kong): RM 30 will be charged for every Tracking Number. Additional charges may apply for local delivery.

Question 7

How long can you hold my packages?

Accepted Answer

We provide free storage services:

Sorting Centre: 30 days free storage.
Overseas Warehouse: Storage not provided. Declaration must be made within 30 days; otherwise, the package will be treated as abandoned without further notice.

Extended storage service:

RM 5 per day, up to a maximum of 15 days.
Beyond 46 days: The package will be treated as abandoned without further notice.

Note: Actual arrangements are subject to the website announcements and the latest terms.

Weight-based shipping,
Make your money go further

Frequently asked questions