Shipments Policy

1.     The Sender warrants that the shipment does not contain any prohibited items and that it has been packaged properly.

2.     ES Parcel Alor Akar shall refuse to accept shipments that contain prohibited items. Such prohibited items include, but are not limited to, items listed below. The list of prohibited items may be subject to periodic updates by ES Parcel, and the latest version can be accessed at https://www.esparcel.com.my/prohibited_item.

a.     Items that violate any statutory prohibitions, export and import regulations, and/or customs laws of the countries of origin are strictly prohibited.

b.     Shipments that violate hazardous goods regulations, including but not limited to goods that are not fully compliant with applicable laws and regulations.

c.     Shipments that contain contents capable of causing detachment, injury, or infection to persons, or damage to the vehicle or property.

d.     Shipments that include cash or cash equivalents, precious metals, jewellery, precious stones, or other valuable items or securities are prohibited.

e.     Shipments that contain weapons, firearms, imitation weapons, or any parts thereof are strictly prohibited.

3.     ES Parcel Alor Akar reserves the right to open and inspect the shipment without prior notice to the customer if it is deemed necessary for safety, security, customs, or regulatory purposes.

4.     ES Parcel Alor Akar shall not be held liable or responsible for the shipment of stolen, imitation, counterfeit, or illegal goods, including but not limited to phones, watches, luxury branded items, jewellery, etc.

5.     All shipments shall be delivered to the recipient’s address as stated on the consignment note, though not necessarily personally to a recipient named in person. Shipments to addresses with central mail departments shall be delivered to these departments.

6.     ES Parcel Alor Akar will make every reasonable effort to deliver the shipments according to its regular delivery schedule. However, ES Parcel Alor Akar shall not be held liable for any damage or loss caused by delays in delivery.

7.     In the event of an undeliverable shipment requiring return :-

a.     All delivery fee and/or other charges paid for the Shipment are non-refundable.

b.     Undeliverable shipment will be returned to the Shipper at the Shipper’s cost, failing which the Shipment may be released or disposed without incurring any liability to the Shipper or anyone else (please refer to our courier partner undelivered shipment & return policy).

c.     The undelivered Shipment may either be :-

                                      i. Delivered to the Shipper’s address directly.

·       The provisions under clauses 4 to clauses 5 herein shall apply.

                                    ii. Return back to ES Parcel Alor Akar by our courier partner.

·       We will contact the Shipper on the day of its arrival and the Shipper shall collect such Shipment within seven (7) Working days.

·       The shipment may be released or disposed of without incurring any liability to the shipper or anyone else if the shipper failed to collect the shipment within seven (7) working days.

8.     The Sender shall pay to ES Parcel Alor Akar the agreed-upon charges for the contracted services.

a.     All domestic and international shipments are subject to charges based on either the actual weight or the volumetric weight (calculated as L x W x H / 5000), whichever is higher.

b.     All rates indicated are exclusive of taxes, customs duties, and fees. Any applicable taxes, customs duties, and fees shall be invoiced to the Sender and are payable by them.

c.     All invoices shall be payable by the Sender, without any deductions or set-offs, before the shipments process.

d.     In an event if the Sender fails to make payment for any outstanding amount, ES Parcel Alor Akar reserves the rights to suspend services, charge interest on overdue amounts, and take necessary actions to address the unpaid balance.

Liability and Compensation

1.     Claims for lost shipments must be submitted by the customer within 7 days from the date the shipment was picked up by our courier partner.

2.     Claims for damaged shipments must be made in writing within 24 hours from the receipt of the parcel. Failure to provide timely notification may result in the forfeiture of any claim for compensation.

3.     Claims shall be limited to a single claim per shipment.

4.     The customer agrees to fully cooperate during the investigation process and provide any necessary documentation or evidence. The required supporting documents for the claim submission are as follows:

a.     Photo/video of the external packaging: The receiver is advised to record a video before unboxing the parcel if the external packaging shows damage or signs of tampering.

b.     Photo/video of the internal packaging: Pictures or videos capturing the packaging of the item during unboxing. It is suggested that the shipper also take a video of the package being boxed.

c.     The content: Clear documentation of the damaged part.

d.     Commercial invoice of the declared items.

e.     Any other document that requests by investigator.

5.     ES Parcel reserves the right to decline any claim request if the sender fails to provide the necessary supporting documents.

6.     ES Parcel liability for compensating non-insured shipments is limited to the actual value of the item as indicated on the purchase invoice of the lost or damaged item or up to a maximum of MYR 200.00 per shipment, whichever amount is lower. The determination of the lower amount is based on comparing the market value of the item.

7.     For the insured shipments, shipment insurance coverage for loss or physical damage are up to MYR 20,000 per shipment.

8.     ES Parcel shall not be held liable for any damages or losses that occur as a result of improper or insufficient packing and securing of the parcel performed by sender.

9.     ES Parcel shall not be liable or responsible for any loss or damage arising from circumstances including, but not limited to, natural disasters, war risks, acts of terrorism, nuclear damage, and others.

10.  ES Parcel shall not be liable for the loss or damage of original or official documents unless the customer willingly assumes the risk associated with posting such documents. Original or official documents include, but are not limited to, Malaysian Identity Card, Birth Certificate, Marriage Certificate, Passport, Academic Certificate, Agreements, and legal documents.

11.  ES Parcel shall not be liable for items with fluctuating prices, wherein the item's value may vary based on market conditions, including but not limited to jewellery, antiques, paintings, drawings, and other items that lack a definitive price, as determined solely at the discretion of ES Parcel.

International Shipments Policy

1.     International shipments must be cleared through customs in the destination country prior to delivery to the Consignee. ES Parcel or ES Parcel courier partner 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.

2.     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 as ES Parcel may reasonably determine, the Shipment will be considered undeliverable.

3.     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.