International shipments must be cleared through customs in the destination country prior to delivery to the Consignee. We are expressly authorized (but shall be under no obligation) by the Shipper and/or the Consignee to advance any duties, taxes, and/or charges and/or to make any payment of the disbursements with respect to the Shipments, if any and you shall reimburse the same to us prior to the collection of the shipments by the Consignee.
The Shipper shall be responsible to provide accurate, correct, genuine and complete information and/or all necessary documentations required for customs clearance, as and when required. If the Shipper fails to provide the information and/or documentation within such reasonable period of time as we may reasonably determine, the Shipment will be considered undeliverable.
For the avoidance of doubt, the Shipper shall remain solely responsible for all risks and consequences in relation to the international shipment including but not limited to seizure or confiscation by the relevant authorities in accordance with the applicable laws and regulations in their respective jurisdiction.
The delivery is deemed to be completed and delivered in good condition when the Shipment is delivered to the Consignee’s address specified in the Consignment Note (but not necessarily to the named Consignee personally) and acknowledged receipt by the Consignee or any person available at the Consignee’s address.
Shipments cannot be delivered to PO boxes or postal codes.
If the Consignee is not available at the address, we may deliver the shipment to any person available at the Consignee’s address (e.g. co-workers, family members, etc.). Shipments to addresses with a central receiving area may be delivered to that area, for instance, juristic office, management office, reception of the consignee’s address. You shall ensure the accuracy of the Consignee’s address prior to engagement of our services and you shall indemnify and keep us indemnified against all claims, cost and/or expenses incurred as a result of delivery of the shipment to an inaccurate Consignee’s address as specified in the Consignment Note.
For the safety of the shipment, we will not deliver a shipment to a location without any receiver, even upon request of shipper and/or consignee. The Shipper shall be responsible to rectify such incomplete information with us before any subsequent shipment being made.
We will not deliver the Shipment to an address different from the Consignee’s address specified in the Consignment Note unless with the instruction from the Shipper. Consignee shall contact shipper for such request.
Signature from the Consignee, the receiver or such person collecting on behalf of the Consignee at the Consignee’s address and/or the central receiving area and/or the public entrance (in the event of Force Majeure Event and/or Circumstances beyond our Control) will be required as a proof of delivery.
In case the Receiver is not the Consignee or such shipment is collected by such person collecting on behalf of the Consignee at the Consignee’s address, our courier will use reasonable endeavors to ascertain the identity of the receiver. The Receiver’s own signature will be required as the proof of delivery.
Under special circumstances where signature cannot be obtained, there will be a remark by our courier. Signature may not be obtained for various reasons, including but not limited to, physical inability of the Receiver or the Consignee.
Unsuccessful delivery may occur due to various reasons such as:
The Consignee or the Receiver refuses to take delivery or pay Cash-On-Delivery (COD);
The Consignee or the Receiver cannot be reasonably identified or located;
No appropriate person is present at the Consignee’s address to take delivery;
The shipment is pending for action from Consignee (e.g. return call to confirm delivery, pick up shipment at our service point, delivery postponed, etc.)
Upon the estimated delivery date, in case of unsuccessful delivery on the first attempt, we will attempt to re-deliver the Shipment in two (2) other Working Days within the next seven (7) Working Days without additional charge (i.e. a maximum of three (3) delivery attempts will be made). If the Shipper has chosen to opt out of the “Saturday Delivery” service, Saturdays will be excluded while calculating Working Day under this Section.
If we believe that the Consignee’s information provided by the Shipper is inaccurate or incomplete, we will put the Shipment on hold and seek Shipper’s further instruction.
A ‘Delayed Delivery’ refers to a completed delivery which is beyond the estimated delivery date. Estimated delivery date provided is estimate only and is not guaranteed.
While we will make reasonable efforts to deliver the Shipment according to our delivery schedule, time shall not be of the essence in respect of the delivery of Shipment and we shall not be liable to any direct or indirect damages or losses caused by delay in delivery.
A shipment is considered as “undeliverable” in certain circumstances, for instance:
All attempts of re-delivery are unsuccessful;
Shipment cannot be delivered successfully within seven (7) Working Days from the estimated delivery date;
Shipper fails to provide further instruction upon our request; or
Shipper requests to cancel the delivery and/or return the Shipment for any reason whatsoever.
Undeliverable shipment will be returned to the Shipper at the Shipper’s cost, failing which the Shipment may be released, disposed of or sold by us without incurring any liability to the Shipper or anyone else, with the proceeds applied against service charges and administrative costs and the balance of the sales proceeds to be returned to the Shipper (if any).
All delivery fee and/or other charges paid for the Shipment are non-refundable.
The undelivered Shipment may either be delivered to the Shipper’s address directly, or to one of our service points designated by the Shipper for Shipper’s collection.
If the returned Shipment is to be delivered to the Shipper’s address, the provisions under Sections 2 (Delivery of Shipment) to 5 (Delayed Delivery) herein shall apply.
If the returned shipment will be collected at the Shipper’s designated service point, we will contact the Shipper on the day of its arrival and the Shipper shall collect such Shipment within seven (7) Working days, failing which the Shipment may be released, disposed of or sold by us without incurring any liability to the Shipper or anyone else without further notice, with the proceeds applied against service charges and administrative costs and the balance of the sales proceeds to be returned to the Shipper (if any).
Delivery Fee shall be paid by the Shipper and is calculated based on the following methods:
Dimensional weight; or
Comparison of the size of the Shipment (sum of length, width and height) and its weight. For this method, different sizes and weights have different price brackets and the actual Delivery Fee of the Shipment depends on the price bracket of its size or weight, whichever is higher.
Other charges, e.g. Pick-up Surcharge, Cash-On-Delivery (COD) Surcharge, Insurance Surcharge, Saturday Delivery Surcharge, Manpower Surcharge, Return Surcharge, Special Express Service Surcharge, etc., may also apply to your Shipment. All charges are subject to change without prior notice.
We reserve the rights to revise the delivery fees and other charges from time to time at our absolute discretion and you are advised to confirm the applicable fee and charges prior to each engagement of our services.
If FOD Service is selected, Shipper is required to:-
fill in information as required by us;
sign FOD Statement of Acknowledgment Form in the format to be determined by us; and
acknowledge and undertake to inform the Receiver to pay for the total freight charge and FOD surcharge upon acceptance of delivery.
Documents required for FOD Service: Shipper’s copy of Identification Card / Passport.
Receiver will receive a message notification via SMS with payment link on the day of delivery.
Receiver has the option to choose the payment method by way of Card, Online Banking or e-Wallet at the time of delivery. We reserve the absolute rights to vary the payment method from time to time with prior notification to the Shipper/ Receiver.
Parcel shall only be handed over to the Receiver once payment is successful.
In the event the Receiver fail and/or refuse to pay for the freight charge and/or FOD surcharge or in the event of unsuccessful delivery as stated in Section 4 (Unsuccessful Delivery) above, the undelivered shipment will be dealt with in accordance to Section 6 (Undelivered Shipment and Return Shipment) above and in addition thereto, the Shipper is required to pay for the freight charge and FOD surcharge before we may release/return the parcel to the Shipper.
If Shipper fails to provide a complete or correct Consignee’s address, we may (but under no obligation) attempt to find the correct address and deliver the Shipment. Should it be unsuccessful, we will attempt to contact the Shipper for instruction. If re-routing is required after the correct address is provided by the Shipper, extra surcharge may incur.
If the Consignee requests for change of delivery address, Consignee shall contact the Shipper who shall give us instruction for re-routing.
All re-routings are subject to payment of surcharges at such rate to be determined by us from time to time.
We are not liable for any loss or damage arising out of circumstances beyond our control. These include but are not limited to:
Damage of data due to magnetic effects of other shipments;
Any act or omission by a person not employed or contracted with us, e.g. Shipper, Consignee, third party, customs or other government official;
Force Majeure, e.g. lockdown, pandemic outbreak, movement restrain order or any other of similar nature, war (declared or undeclared), coups, rebellions, revolts, terrorism, hostage-taking, bombings, or use of war weapons, or any reaction thereto, including commandeering of materials, workforce strike action, Act of God (such as floods, earthquakes, storms, etc.).
You hereby expressly acknowledge, agree and consent that in the event of Force Majeure event and/or Circumstances beyond our Control and/or at the request of Consignee, we reserve the absolute right, but not obligated to, to deliver the Shipment to the central receiving area and/or to the specific location of government or private building complexes and/or the public entrance of the Consignee’s address instead of the exact address of the Consignee as per the Consignment Note. Under such circumstances, we shall notify the Consignee by way of phone call and the signature acceptance of Shipment by the receiver at any location as stated above shall be deemed as proof of delivery.