Pos Malaysia | Your trusted Malaysian courier & logistics provider

Change in Compensation Limit

What is the new compensation limit for lost or damaged parcels?

For items posted on or after 15 August 2025, compensation for loss or damage will be revised from RM300 to RM200, or the declared value, whichever is lower.

If your parcel is valued at more than RM200, we recommend purchasing the Pos Service Warranty, which provides extended coverage of up to RM5,000, for added peace of mind.

Which services or products are impacted by this revision?

This revision pertains to the General Terms and Conditions (GTC) for domestic Pos Laju parcels. Please note that certain services or products may be governed by their own Specific Terms and Conditions (STC) or additional provisions, which may supplement or take precedence over the GTC, including this revision, where applicable.

What is Pos Service Warranty and how does it work?

Pos Service Warranty is an optional service that offers coverage for loss or damage up to RM5,000. To learn more about coverage, exclusions, and packaging guidelines, please refer to the information page according to your delivery type:

What happens if I don’t insure a parcel worth more than RM200?

In the event of loss or damage, compensation will be capped at RM200 or the declared value, whichever is lower, even if the actual value is higher.

Am I entitled to the RM200 compensation if my parcel is lost or damaged?

Eligible domestic Pos Laju parcels come with compensation coverage of up to RM200. In the unlikely event of a service issue such as loss or damage, we encourage you to submit a complaint with the necessary supporting documents. Each complaint will be carefully reviewed, and compensation (in accordance with Terms and Conditions) will be provided for valid and approved cases.

What types of items are not eligible for compensation or Pos Service Warranty?

Certain items such as dangerous goods or prohibited items, fragile items without proper packaging, or high-risk goods may not be eligible for compensation or warranty. Please refer to our Terms & Conditions or visit the nearest Pos Malaysia or Pos Laju outlets for more information.

Where can I make enquiries?

For enquiries, customers can reach out through the following channels:

1. Call 1-300-300-300 (Customer Service Hotline)

2. Chatbot AskPos (Let’s Chat!): AskPos

Discontinuation & Stock Clearance Campaign of Flexipack International

Why is Flexipack International being discontinued?

Flexipack International is being phased out due to challenges with stock management and operational processes. It will be replaced by a more efficient service called Mel Plus International.

When will Flexipack International be discontinued?

We are currently running a final stock clearance campaign for Flexipack International (while stocks last). It will be available for purchase until 31 December 2025.

What do I need to do before Flexipack International services are discontinued?

We kindly request that all customers use up their existing Flexipack International stock and complete any outstanding shipments by 31 December 2026.

What changes are being introduced to Flexipack International as part of the Stock Clearance Campaign?

As part of the campaign, all Flexipack International SKUs will be standardized into one maximum weight option that allows you to send up to 500g to any international destination at a flat rate of RM48.00 with no additional surcharges at counter during shipment.

Zone	Countries	Colour	Size	Max Weight	Package	Dimension (mm)	Price (RM)	Excess Weight charge per 10g (RM)
1	Over 200 countries worldwide	Magenta	XS	500g	Envelope	250x150	48	Not Applicable
			S		Envelope	250x200
			M		Envelope	350x250
2		Blue	XS		Envelope	250x150
			S		Envelope	250x200
			M		Envelope	350x250

*** The published rate for Flexipack International above is a flat rate applicable to all sizes and all available destinations, with no additional surcharges imposed at the time of posting.

What will happen to any unused Flexipack International prepaid after 31 December 2026?

We will no longer accept any shipment using Flexipack International effective 1 January 2027.

Will I receive a refund for any unused Flexipack International prepaid after 31 December 2026?

We are not offering refunds for any unused Flexipack International prepaid. Please make sure to use up your prepaid envelopes and complete all shipments before 31 December 2026.

Can I still use my existing Flexipack International envelopes?

Yes. All existing Flexipack International prepaid envelopes remain valid and can now be used to send items up to 500g to all available countries regardless of the zone or weight limit stated on the envelope.

I bought an envelope for Zone 1 at RM30 before the campaign. Will I need to pay extra to use it now?

No extra payment is required. In fact, you benefit from this upgrade as your prepaid envelope now lets you send items up to 500g without any surcharge to all destination countries available.

What happens if I purchased Zone 2 envelopes at higher prices before (e.g., RM52 or RM83)?

You can still use these envelopes without any issue. All prepaid envelopes are now being upgraded to the same maximum weight up to 500g for any destination. The new flat rate of RM48.00 is part of our stock clearance campaign and pricing standardisation. Please note that prices may vary during promotions from time to time, and no refunds or exchanges will be provided.

Can I use a 150g envelope to send up to 500g now?

Yes. Regardless of the original size (150g, 250g, 500g), all Flexipack International envelopes are now valid for maximum weight up to 500g. Just make sure your item fits securely inside the envelope.

Do I still need to pay the 20% counter surcharge?

No. The 20% surcharge at Pos Malaysia counters has been removed as part of this campaign.

Why is Pos Malaysia doing this?

This initiative aims to:

Simplify the product offering for better customer experience
Offer greater value with a flat rate for international destinations up to 500g
Clear existing stock efficiently and transparently
Prepare for the upcoming launch of our new International Mail Plus product

Where can I buy these Flexipack International envelopes?

You can purchase Flexipack International envelopes at:

General Post Offices (GPO) ONLY
Pos Malaysia Online Shop (https://shop.pos.com.my)

How can I make inquiries about Flexipack International?

For any inquiries, please contact us through the following channels:

Customer Service Line: 1-300-300-300
AskPos Chatbot (Let’s Chat!): AskPos

e-Invoice

What is an e-Invoice?

An e-Invoice is a digital representation of a transaction between a supplier and a buyer, formatted
in a structured, machine-readable manner. e-Invoice replaces paper or electronic documents such
as invoices, credit notes, and debit notes. It also introduced new documents such as refund note,
consolidated e-Invoice and self-billed e-Invoice.

In simpler terms, an e-Invoice is similar to our previous invoices, except that it now requires more
information such as Tax Identification Number, SST Registration Number (where applicable), and
etc. and must go through LHDN for validation before the final validated e-Invoice embedded with
QR code is shared with our customers.

The LHDN e-Invoice mandates that all taxpayers engaged in commercial activities in Malaysia must
submit their invoices digitally to a centralized platform (i.e. MyInvoice portal) managed by LHDN for
validation before sharing them with the customers. Any invoices or billing documents that fail to
undergo LHDN validation will not be considered valid for the purpose of proof of expenses or
revenue.
Please refer to the LHDN’s website for further information as follows: -

e-Invoice | Lembaga Hasil Dalam Negeri Malaysia

What is the e-Invoice file format accepted by LHDN for validation purposes?

The e-Invoice must be generated in the form of XML or JSON file format, in accordance with the
requirements outlined by LHDN. Please refer to e-Invoice Software Development Kit (SDK)
microsite via the following link: https://sdk.myinvois.hasil.gov.my for sample of XML or JSON files

Why is it implemented?

The implementation of e-Invoice not only provides a seamless experience for taxpayers, it also improves business efficiency and increases tax compliance. Overall benefits include:

a) Reducing manual effort and human error
b) Facilitating efficient tax filing
c) Streamlining operational efficiency
d) Digitalizing tax and financial reporting

When is LHDN’s implementation timeline?

e-Invoice will be implemented in phases to ensure a smooth transition. Below is LHDN’s original e-
Invoice implementation timeline (prior to the relaxation):

Targeted Taxpayers	Implementation Date
Taxpayers with an annual turnover or revenue of more than RM100 million	1 August 2024
Taxpayers with an annual turnover or revenue of more than RM25 million and up to RM100 million	1 January 2025
All taxpayers	1 July 2025

How does LHDN’s 6-month interim relaxation period affect the mandatory deadlines?

The 6-month interim relaxation period is applicable for all phases of e-Invoice as follows:

Following the above, the mandatory date of implementation will be on the day immediately after the above periods.

What are the types of transactions involved?

e-Invoice covers typical transaction types such as Business-to-Business (B2B), Business-to-
Consumer (B2C) and Business-to-Government (B2G).

What are the types of e-Invoices to be issued to customers?

a) Invoice: A commercial document that itemizes and records a transaction between a Supplier and Buyer, including the issuance of self-billed e-Invoice to document an expense.

b) Credit Note: A credit note is issued by Suppliers to correct errors, apply discounts, or account for returns in a previously issued e-Invoice with the purpose of reducing the value of the original e-Invoice. This is used in situations where the reduction of the original e-Invoice does not involve return of monies to the Buyer.

c) Debit Note: A debit note is issued to indicate additional charges on a previously issued e-Invoice;

d) Refund Note: A refund note e-Invoice is a document issued by a Supplier to confirm the refund of the Buyer’s payment. This is used in situations where there is a return of monies to the Buyer.

How does the e-Invoice work?

The infographic below demonstrates an overview of the e-Invoice workflow:

When will Pos Malaysia begin issuance of e-Invoice?

LHDN has issued a media release dated 26 July 2024 granting Phase 1 Companies (Companies with annual turnover of more than RM100 million) which includes Pos Malaysia, a 6-month relaxation period from their existing mandatory deadline of 1 August 2024. During this relaxation period, Pos Malaysia will submit monthly consolidated e-Invoices as required by LHDN.

Pos Malaysia will officially begin issuing individual e-Invoices commencing from 1 February 2025 onwards, while we will pilot run some of our systems by mid of January 2025.

What is the potential impact of the deferment of the implementation date to my company, and will Customers still be eligible to claim tax deductions for payments made to Pos Malaysia?

Yes, you will still be able to use the current bills from Pos Malaysia for tax deductions. As the e-Invoice implementation is currently in phases and given 6 months relaxation period within each phase, the requirement to have e-Invoice as supporting document for tax deduction has not been made mandatory until such time the legislation is being amended.

How can I obtain an e-Invoice from Pos Malaysia starting on 1 February 2025?

Pos Malaysia is committed to providing our customers with a validated e-Invoice from LHDN. We are in the process of upgrading our systems to enhance the e-Invoice issuance process, which we expect to complete by mid / end of January 2025. In the interim, we are collecting essential B2B customer information to ensure that we can issue e-Invoices promptly from 1 February 2025
onwards.

For B2B customers, the e-Invoice will be emailed to the customer.

For B2C customers/walk-in customers, a B2C Customer Portal is made available to request e-Invoice. Customers may scan the QR code provided to request e-Invoices after 48 hours of the transaction time and within the same month.

Scan QR code

Or, click here

How long does it take for an e-Invoice to be validated by LHDN?

The e-Invoice validation by LHDN will be done in near real-time, generally in less than two (2) seconds. However, please expect some delays due to unforeseen circumstances.

What is Pos Malaysia’s e-invoicing information, where requested by customers/vendors?

Company Name:	POS Malaysia Berhad
Company TIN:	C4896000040
Company Registration Number:	199101019653
Company SST Registration Number:	W10-1808-32000408 (previously 229990-M)
Company Malaysia Standard Industrial Classification (MSIC) Code:	53100
Company Business Activity Description:	Provide postal and its related services

Do I need to provide my relevant details to Pos Malaysia for the issuance of e-Invoices?

Yes. Without the buyer’s information, Pos Malaysia will not be able to generate e-Invoices for B2B transactions or B2C transactions when the buyer requests for an e-Invoice.

For B2C customers, where the customer requests for an e-Invoice to be issued, customers are required to provide their details via the B2C Customer Portal for the purpose of issuing an e-Invoice.

B2B customers are required to fill in their details in advance in the request forms provided by Pos
Malaysia

How can I submit my details for e-Invoice?

For B2B customers, you can fill in the form by clicking the link below:

Poslaju Contract Customer: FORM 1

or scan the QR code:

Mail Contract Customer: FORM 2

Or scan the QR code:

PO Box, Window Delivery Ticket and Locked Bag (B2B only): FORM 4

Or scan the QR code:

Pos Mini: FORM 5

Or scan the QR code:

What should I do if the form cannot be opened or accessed?

Please inform your respective account managers or email us at:

a) Poslaju Contract Customer: einvoicing_sap@pos.com.my
b) Mail Contract Customer: einvoicing_mars@pos.com.my
c) Post Office Customers: Chat with us at https://www.pos.com.my/#askpos

What if I have submitted the data collection form, but there are corrections required to the details?

You can fill out the form again with the correct details. Please revert to us as soon as possible so that we can issue a validated e-Invoice to you smoothly.

What are the required details to be filled out?

The required details are as follows:
a) Registered Company/Business Name (as Customer of Pos Malaysia)
b) Customer Account Number with Pos Malaysia Berhad
c) Company Tax Identification Number (TIN) registered with LHDN (mandatory)
d) Company's Old Registration Number with SSM (Suruhanjaya Syarikat Malaysia)
e) Company's New Registration Number with SSM or Business Registration Number
(mandatory)
f) Company Sales & Service (SST) Registration Number with Royal Malaysian Customs
Department, if any.
g) E-Invoicing Notification Email Address
h) Name of Primary Contact
i) Primary Contact Number (Office/Mobile)
j) Office Address

If the question is not applicable to you, please fill in “N/A”.

Do government agencies need to fill out the form?

Government agencies are included in the list of those exempted from issuing e-Invoices (including self-billed e-Invoices), but Pos Malaysia still requires the necessary information to prepare e-Invoices for their services provided to the Government, and therefore, we are updating our records.

We understand that Government agencies do not have a Tax Identification Number (TIN). However, a generic TIN has been provided by LHDN which we will use in our e-Invoices.

Does LHDN provide any mobile application for MyInvois?

Yes, LHDN announced that the MyInvois app is available for download on all operating system platforms, including the App Store (for iOS users), Google Play (for Android users), and AppGallery (for Huawei users) allowing users to access and issue e-Invoices.

As a walk-in customer, how can I obtain e-Invoices from Pos Malaysia?

You may request e-Invoices via the B2C Customer Portal or scan the QR code to be provided on the
receipt/ invoices or standee at post office counters.

For B2C or walk in customers, i.e. individuals, a B2C Customer Portal is made available to request e-Invoices. Customers may scan the QR code provided to request e-Invoices after 48 hours from the transacted time, within the same month.

Scan QR code

Or click here

How can I verify if an invoice has been properly reported to LHDN?

By scanning the QR code on the e-Invoice, you will be directed to the MyInvoice portal, where you can verify the report status.

If there is any error in the e-Invoice, Pos Malaysia will issue a Debit / Credit Note to make the necessary adjustments to the initial e-Invoice/self-billed e-Invoice issued to you, where applicable

What data is embedded in the QR Code?

The QR code will consist of the following key particulars of the e-Invoice:

• E-Invoice Type
• E-Invoice No
• UUID
• Supplier Name
• Buyer Name
• Total Payable Amount
• Issuance Date and Time
• Submission Date and Time
• Validation Date & Time

Is there any specific application required to scan the e-Invoice QR code?

Any device (e.g., mobile phone camera, QR code scanner application) capable of scanning a QR code can be used to scan the QR code embedded in the visual representation of e-Invoice generated by MyInvois portal.

Can I cancel or reject an e-Invoice that has already been sent?

Yes, you can within 72 hours of the e-Invoice being issued. However, it is up to Pos Malaysia to approve the cancellation. After the 72 hours, Pos Malaysia will make adjustments through debit or credit notes.

What can I do if I do not receive any e-Invoice?

For B2B customers, the e-Invoice will be sent by Pos Malaysia via email if your email address has been provided to us. Please ensure that your emails are updated with us. Kindly also remember to check your junk mailbox.

For B2C customers, an e-Invoice will only be provided upon request via the B2C Customer Portal.

Please contact our Customer Service at: 1300 300 300 or chat with us at https://www.pos.com.my/#askpos for enquiries if you have not received your e-Invoice.

Can the e-Invoice be printed?

Yes.

What is the minimum purchase value for e-Invoice?

There is no minimum purchase value requirement for issuance of e-Invoice.

What will be the impact or risk on us, especially if there are any invoice adjustments?

e-Invoice covers adjustment documents like Credit Note and Debit Note. Adjustment documents will have a reference to the original e-Invoice.

I scanned the QR code, but I could not see anything.

LHDN’s portal may be temporarily unavailable. Please try again later.

If the problem persists, please contact our Customer Service at: 1300300300 or chat with us at
https://www.pos.com.my/#askpos for enquiries if you have not received your e-Invoice.

Can a customer request an e-Invoice for a past transaction?

An e-Invoice can be issued within the same calendar month of the transaction. For example, for transactions that took place on 5 February 2025, Pos Malaysia can issue the e-Invoice for that transaction within the month of February 2025.

Do B2C customers require an e-Invoice?

B2C customers of Pos Malaysia generally do not require an e-Invoice unless they are claiming the expense as a tax deduction for income tax returns purposes or are required to claim back the expense as a reimbursement from the Company by providing an e-Invoice.

Otherwise, the traditional receipt/invoice will suffice as proof of expense.

What is the e-Invoice treatment for Agency/Agencies - Bill payment services (government agencies, unit trust, public service network etc.)?

For agencies, the normal invoice/ receipt issued by Pos Malaysia will consist of the bill payment portion as well as admin fee charged to customers.

i) For the bill payment portion, the responsibility to issue the e-Invoice will fall on the agencies, not Pos Malaysia;
ii) For the admin fee / service fee portion charged by Pos Malaysia to customers for certain agencies, the e-Invoice will be issued by Pos Malaysia.

Therefore, there will be a difference in amount between the normal invoice /receipt and the e-
Invoice issued by Pos Malaysia.

How do I verify if the details of an e-Invoice are accurate? If there is any error in the e-Invoice, can it be revised?

You may scan the QR code embedded in the sent invoice, and it will direct you to login to the MyInvois portal. You may view your details from the MyInvois portal.

If there is any error in the e-Invoice, Pos Malaysia will issue a Debit / Credit Note to make the necessary adjustments to the initial e-Invoice/self-billed e-Invoice issued to you, where applicable.

How will I get an e-Invoice for transactions involving insurance purchased through Pos Malaysia?

For motor insurance, personal accident insurance, life insurance and etc. purchased through Pos Malaysia, the customers must reach out to the respective insurance companies/panel as the obligation to issue e-Invoice lies with the Insurance company.

How can I check my Tax Identification Number (TIN)?

LHDN has provided TIN search function. It can be accessed from 1 January 2025 via the MyTax Portal and MyInvois Portal https://mytax.hasil.gov.my and click on the “Carian TIN” menu. Taxpayers can do a TIN search by entering information by category as follows:

Individual: Identification Number (ID Number / Passport Number);
Non-individuals: Business Registration Number (BRN) or Taxpayer Name registered at HASiL for those who do not have a BRN

How can I obtain an e-Invoice for transactions involving COD UBAT/UMP through Pos Malaysia?

You can scan the QR code/URL provided in the invoice or from Pos Malaysia e-Invoice portal (https://www.pos.com.my/e-invoice), which will direct you to log in to the B2C portal.

You will need to enter the Poslaju Consignment Number as the Document Number and the Successful Delivery (POD) Date as the Document Date.

Please fill in your personal details and follow the instructions until the e-Invoice is successfully generated.

Is there a timeline to request an e-Invoice?

Yes, please submit your request before the 3^rd of the next month. Requests made after this date will no longer be accepted, and e-Invoices will not be issued.

Example:

For a purchase made on 31^st August 2025, the last day to request for e-Invoice is on 3^rd September 2025, after which, we are not obligated to issue e-Invoice to customers. Kindly note that a consolidated e-Invoice will be submitted to the IRB by our Company by the 7^th of the following month, i.e. by 7 September 2025, for customers who have not requested for e-Invoices.

For more details on how to request an e-Invoice, please refer to Question #11 or #21.

Revision of Bulk Mail Postage Rates

What is BulkMail?

Bulk Mail is a mail category for sending out 100 pieces of mail and above per lodgement at Bulk Mail Counters (BMC) nationwide, affecting only commercial mail.

When is the effective date for the implementation of the new rate for Bulk Mail?

The new postage rate for BulkMail will be effective on 1 March 2024.

What are the new Bulk Mail postage rates?

Weight	Bulk Mail Postage (RM)
Weight	Standard	Non-Standard
Up to 20g	1.80	2.00
Above 20g to 50g	1.90	2.00
Above 50g to 100g	-	2.20
Above 100g to 250g	-	2.40
Above 250g to 500g	-	3.50
Above 500g to 1kg	-	5.00
Above 1kg to 2kg	-	6.50

What if the imprest account balance is insufficient for deduction due to the new postage rate?

Mail will either be rejected or embargoed until the account balance is sufficient for deduction.

Are there any changes to the bulkmail rebate structure?

There are no changes to the rebate structure.

Who is eligible for rebates?

Customers with a minimum posting of 5,000 pieces of standard mail and non-standard mail.

Does this postage rate increase apply to other services besides Bulk Mail?

The postage rate increase does not apply to other services such as Franking, Registered Mail, Stamps and Direct Mail.

Can we appeal to Pos Malaysia to maintain the current postage rate for a certain period of time?

No. Customers are required to pay the new postage rates effective 1 Mar 2024 without exception.

How can one obtain more information related to the new bulk mail rate?

For further enquiries, please contact the channels below:

www.pos.com.my
Email: posmel.BM@pos.com.my
Bulk Mail Counter (BMC)

Domestic Sea Parcel Postal Service

What is Domestic Sea Parcel Postal Service?

The Domestic Sea Parcel Postal Service replaces the Air / Surface Domestic Parcel Postal Service for deliveries to the following destinations:

Between Peninsular Malaysia, Sabah & Sarawak
Between Sabah & Sarawak

The service is available from as low as RM8.00 for the first 0.5kg, with a longer delivery time. It is suitable for customers who does not require quick delivery.

Are Pos Laju services still available for the abovementioned destinations?

Our Pos Laju products remain unchanged and deliveries between or within Peninsular Malaysia and Sabah / Sarawak are still available.

Where is the Domestic Sea Parcel Postal Service offered?

This service is offered at all Post Offices and Pos Laju outlets. Domestic Sea Parcel Postal Service at Pos Laju Authorised Agents will be implemented in stages.

Is there a pick up service available for the Domestic Sea Parcel Postal Service?

No pickup service will be provided.

How can I use the Domestic Sea Parcel Postal Service?

Customers need to bring their parcels and fill in the Consignment Note at any Pos Laju outlets or selected post offices. The counter staff will weigh the parcel to determine the final postage rate to be charged. Customers are also required to complete the sender’s instruction at the “Non-Delivery instruction” section should the parcel remain uncollected by the intended recipient.

What is “Sender's instruction”?

The sender’s instruction is an instruction to the courier when the item fails to be delivered and/or the parcel has not been collected after 7 days of storage. You are required to complete the section of the form and choose whether the item should be abandoned (Abandon) or returned to the sender (Return to Sender).

If I chose to ‘Return to Sender’, will I have to pay the postage rates again?

If you (the sender) chose ‘Return to Sender’ in the sender’s instruction and the item fails to be delivered or not collected by the intended recipient, the cost of the ‘Return to Sender’ delivery will be borne by you. Payment must be made at the counter before collecting the returned item.

What is the maximum weight for Domestic Sea Parcel?

The maximum weight for Domestic Sea Parcel is 30kg (actual weight or volumetric weight).

What is the volumetric calculation for this service?

The parcel will be weighed or measured according to volumetric measurements as follows:

Volumetric = Length (L) x Width (W)x Height (H)
5000

Note: The postage charges will be based on the actual weight of the parcel or volumetric calculation, whichever is higher.

What is the maximum measurement for volumetric calculation?

The maximum measurement is 150cm in length (on the longest side) and the total of Length + Width + Height must not exceed 200cm.

What should be done if the shipped item exceeds the set volumetric limit?

The parcel will not be processed and you are advised to use alternative Pos Laju / Pos Malaysia services.

How long is the delivery time for Domestic Sea Parcels?

The delivery time will take between 14 to 20 working days.

Can I insure my parcels with this service?

Yes. The insurance packages offered are as follows:

Package	Insured value (RM)	Premium (RM)
Gangsa	1,000	1.59
Perak	2,500	3.71
Emas	5,000	7.42
Platinum	10,000	14.84

Note: Price is inclusive of 6% SST.

If the first delivery fails, can I request for a second delivery?

No. You will not be able to apply for a second delivery. However, customers are able to pick up the uncollected parcel at the window delivery counter.

Can I make a claim for compensation in the event of a delay?

Compensation for delay will not be given.

What is the amount of compensation that can be claimed for loss or damage to an item?

The maximum claimable amount for loss or damage to an item is RM100.

Can customers request for redirection of the parcel?

Parcel redirection is not available for this service.

How do I claim damages/compensation in the event of loss or damage to a parcel?

Any compensation for loss or damages can only be claimed by the sender or a representative legally agreed by the sender.

Requirements for compensation claim:

Any compensation claim must be made within 90 days from the date of posting.
Damage to the goods or loss of part of the content / insufficient content must be reported within 5 working days after the parcel is received by the recipient.

Please prepare and attach these documents when submitting your compensation request:

Copy of Consignment Note
Copy of MyKad/Passport
Copy of Receipt/Proof of Purchase
Tax Invoice/Posting Receipt
Copy of Company Registration Certificate (for companies)
Photos of damage and police report (if necessary)

Here’s how to make a compensation claim:

AskPos : https://www.pos.com.my/#AskPos

Where can I get further information about this service?

You can get further information by contacting us via the channels below:

AskPos : https://www.pos.com.my/#AskPos
Call us at 1300-300-300

Flexipack International

What its Flexipack International

Flexipack International introduced by Pos Malaysia for sending items not more than 500 g to an overseas destination by air. It comes in 3 different sizes of prepaid envelopes to suit a customer’s needs.

What are the destination countries for Flexipack International?

Destination countries are divided into two zones as shown in the table below.

PICT 25.png

What is the price of Flexipack International?

PICT 25.1.png

* Flexipack International published rate above is subject to 20% additional surcharge in Ringgit Malaysia (RM) and imposed during posting.

What is the estimated delivery time for Flexipack International?

Please refer to the table below for the estimated delivery time for Flexipack International.

PICT 25.2.png

*The estimated delivery time listed applies to major cities only. Delivery to area outside of major cities may incur additional days. Delivery time is also subject to custom clearance process.

For Registered & Tracked items, an additional day is needed because it is a recorded delivery service.

Where is the Flexipack International available for purchase?

Post Office counters
Pos-on-Wheels (POW)
PosBox Branch (Bangsar South Only)
Available online at pos.com.my/shop

What is the method of payment for purchase of Flexipack International?

Cash and card payment at post office counters and online payment for purchase via pos.com.my/shop

Where can the posting of item using Flexipack International be done?

Post Office counters
Pos-on-Wheels (POW)
PosBox Branch (Bangsar South Only)

Is posting at yellow or red posting box allowed for Flexipack International?

What is the information I need to fill in when posting my Flexipack International?

Please fill in the sender and recipient details (name, address, postcode, city, country and phone number). Also, please fill in the Customs Declaration Form CN23 on the back of the prepaid envelope/box.

What are the items that cannot be sent using Flexipack International?

Customer are not allowed to send prohibited and dangerous goods. Refer to Prohibited items and Dangerous Goods. Also, please ensure that the import regulations of the destination country are adhered to.

What will happen if the item sent exceeds the weight limit?

Customer needs to ensure that the weight of the item does not exceed the weight limit based on the sizes of the Flexipack International used. If exceeds, an excess weight charge will be imposed to the customer as follows during posting:-

Zone 1 : RM0.50*

Zone 2 : RM1.00*

*Excess Weight charge for every additional 10g

Does the excess weight charge apply to all sizes of Flexipack International?

The excess weight charge applies to all sizes of Flexipack International except Size M (500 g) for Zone 1 and Zone 2 because the maximum weight limit for Flexipack International is 500 g only.

What happen if the Flexipack International exceeds the maximum weight limit of 500 g?

It will not be processed and will be returned to sender.

Can customer insured his/her item when using Flexipack International?

Flexipack International does not have insurance coverage. However, customers can opt for additional insurance coverage if the Flexipack International item uses Registered services as an add-on.

Does Flexipack International have track & trace feature?

Flexipack International does not have track & trace feature. This featuer is only available if the Flexipack International item is using Registered or Tracked service (terms and conditions apply).

Does Flexipack International have proof of delivery (POD)?

Flexipack International does not have POD unless it is using the Registered service.

Is there any compensation if the item sent is delayed?

There is no compensation for delayed items.

Is there any compensation if the item sent is lost or damaged?

No compensation for lost or damaged items unless customers are using the Registered service (terms and conditions apply).

What is the reason for price increase of Flexipack International?

The price increase of Flexipack International is because of the rising operating costs since its introduction in 2013.

How does customer make inquiry on Flexipack International?

AskPos at www.pos.com.my
Visit Facebook www.facebook.com/PosMalaysiaBerhad
Visit Twitter www.twitter.com/Pos4you
Visit website www.pos.com.my

Pos Laju SendParcel

General Information

1. What is Pos Laju SendParcel?

Simplify your shipping with Pos Laju SendParcel, an online shipping platform where you can create and manage your deliveries whenever and from wherever you are. You can choose from 8 prepaid package plans which comes with attractive rates and benefits to suit your delivery needs. Simply top-up your account with credit to start shipping, schedule free pick-up service, create bulk uploads and print e-Consignment Notes with ease.

2. What are the benefits of using this service?

By using this service, you get to enjoy the following benefits:

Competitive shipping rates
Schedule for free pick-ups from your office or warehouse
Easy bulk shipment uploads for up to 100 addresses at a go
Free pick-up and free flyers* too

*Terms and Conditions apply.

SendParcel Account & Login

1. How do I create an account?

Sign up for Pos Laju SendParcel here and complete the online registration form. You will receive a verification email. Open the verification link and you will be directed to Pos Laju SendParcel. Choose a prepaid package plan that suits your needs best, top-up your credits and you’re ready to send your first parcel!

2. If I have already created an account under Pos Malaysia, do I need to sign up again?

No. Please proceed to log in with the same username and password.

SendParcel eKYC

Click here for the details.

Prepaid Package & Pricing

1. What are the package plans offered?

We offer 8 prepaid package plans for you to choose from. Choose a package plan, pay and send. Log in to find out more about the package plans we offer.

2. How do the rates differ from each plan?

The delivery rates are based on your credit top-up plan. The higher your top-up plan, the more benefits you will enjoy higher discount rates and more!

3. Can I choose/top-up different package plans?

Yes, of course! Your package plan benefits will renew according to your most recent top up package plan. For example, if you are enjoying the P1K package plan benefits and you make a RM500 top-up, your new rates will be according to P500 package plan benefits.

4. Can I book an order without subscribing to a package plan?

Yes, you can! However, your order will be charged at normal walk-in rate and there will not be free pick-up service. You will be required to lodge your parcels at any of our 1,000 drop off points.

5. What happens when your top-up validity expires?

Your delivery rate will be set back to normal walk-in rate. You are encouraged to top-up to enjoy package rates for your shipments.

6. What happens after the promo period is over?

The delivery rate will be set back to your current package purchase rate after the promo period ends.

Shipment Order & Payment

1. How do I order and pay for a shipment?

It’s as simple as 1-2-3!

Step 1: Key in your delivery details and check the rate

Step 2: Confirm and Checkout your order

Step3: Print out the e-consignment note and attach a copy onto your parcel

Drop-off your parcel to our nearest touchpoints, or schedule for our courier for a pick-up

2. What if I have multiple parcels to send?

If you have multiple parcels to deliver at a time, you may use the Bulk Shipment feature.

3. Can I arrange for international delivery?

With Pos Laju SendParcel, you can parcels to anywhere in the country, and around the world using EMS and AirParcel services.

For more information:

Read more about International (EMS) here and,

read more about International (AirParcel) here.

4. Can I use one e-consignment note for multiple packages?

No. If you have an order that contains multiple packages, you will need to create separate e-consignment note for each parcel. This is to ensure that every parcel can be scanned and tracked. Keep in mind that duplicated or previously used e-consignment notes will be rejected at the drop-off locations.

5. I have already placed an order. Where can I find my e-consignment note?

Go to "Shipment" > "All Shipment" and select the shipment(s) that you want to print e-consignment note(s) for. We will also email the e-consignment note to your registered email address.

6. How many copies of e-consignment note do I need to print?

Only one copy is enough and stick it onto your parcel. Should you require proof of acceptance, you can refer to “All Shipment” page.

7. Can I cancel my shipment?

Yes, you can proceed with a cancellation of shipment within 7 days upon checkout provided that the shipment has not been posted (Pickup/Drop-off). No cancellation will be allowed after 7 days from checkout date. However you can still proceed to drop-off the item within 14 days for delivery.

8. What are the payment methods accepted?

We support major credit and debit cards (Visa, MasterCard) and also e-Wallets such as GrabPay, Boost, TNG, ShopeePay and MAE.

You also have the option to use FPX for online payments of your orders (all major online banking supported).

We'll show you which payment methods are available to you on the checkout page, before you submit a payment request.

9. How to use a thermal printer?

View the Tutorial on how to setup and use thermal printer here.

10. What happens if my parcel is heavier than declared?

By declaring the weight and dimensions of your shipment during booking, you are paying for the prepaid postage. If the actual shipment is heavier or larger than originally declared, extra charges for the additional or volumetric weight will be charged automatically to your Pos Laju SendParcel account, based on the final weight validated by Pos Laju. Additional charges will be as per current rate card.

Pick-Up & Delivery

1. When will the Pos Laju courier come to pick up my parcel?

Pos Laju provides same day pick-up service for orders placed and paid before 11:45 am. Any orders thereafter will be picked up the next working day. However, there is no specific time scheduling for the item to be picked up. Usual collection time is within 1:00 pm to 6.00 pm. Additionally, you have the option to schedule 7 days in advance when you want us to pick up your parcel.

2. What happens if my parcel has not been picked up after the time frame given?

You may reschedule for another pick-up, or drop-off your item at the nearest post office, Pos Laju outlet or our authorised drop-off point agents.

3. Do I need to use Pos Laju flyers/boxes?

You may use any flyers/boxes to pack your shipment. Please ensure all packaging are sturdy, and properly packed. We recommend using Pos Laju’s flyers and boxes, which can be purchase them at Pos.com.my/shop

4. How many days does it take for my parcel to be delivered within Malaysia?

For delivery in major cities within Peninsular Malaysia, it usually takes 1-3 days. Meanwhile, it takes about 3-5 days for delivery to/from East Malaysia (Sabah & Sarawak). It might take longer if an address is categorized as outskirt delivery area (ODA), which may take 4-6 days.

5. What should I do if my parcels have not been delivered after the given time frame?

Please contact us via our chatbot AskPos on Pos.com.my

Drop-Off

1. Can I drop-off my parcels?

Yes, of course! You may drop-off your parcels for both domestic and international shipments at any of our 1,000 drop-off points including post offices, Pos Laju outlets as well as authorized drop-off point agents. You may find the locations here.

2. What are the types of drop-off available?

Currently, Pos Laju SendParcel users can choose to drop-off your parcels at any Pos Malaysia outlets including Pusat Pos Laju (PPL), Post Offices (PO), Pos Laju EziBox, Pos Laju EziDrive-Thru, Pos Laju Kiosks & selected 7-eleven outlets.

3. Do I have to drop-off at my closest location?

No, you don’t. To allow flexibility in your schedule, you can drop-off your parcel at any of the locations within your vicinity/state – even if it’s not the closest location to your address.

4. Are there limitations on the types of parcels I can drop-off?

Yes, drop-off locations typically accept parcels of various sizes up to 30 kg maximum weight. The only exception is when you drop-off at Pos Laju EziBox parcel lockers and 7-eleven. Please refer below for the limitations.

4.1) Ezi Box

Max weight: 30 kg

Size (LxHxW):

50cm x 13cm x 65cm (Small)

50cm x 27cm x 65cm (Medium)

50cm x 42cm x 56cm (Large) - Limited Availability

If you are sending anything bigger than the above dimensions, that is within Pos Laju’s maximum 'Check-in' weight (which is 30 kg), we recommend that you choose our Pos Malaysia outlet or schedule for pick-up service.

4.2) 7-eleven

Max Weight: 15 kg

Size LxHxW: 40cm x 40cm x 40cm

5. I do not have a printer to print my e-consignment note, can I print it at the drop-off location?

No, drop-off locations do not have the ability to print e-consignment notes and will not accept parcels without a printed consignment note displaying the barcode for scanning.

Pos Parcel Protection

1. What is Pos Parcel Protection?
Pos Parcel Protection is an optional insurance plan, offered by Allianz General Insurance for goods in transit to protect your parcels for your peace of mind.

2. How much insurance premium do I have to pay if I want to purchase the insurance?
The insurance premium is RM1.00 (inclusive 6% SST) for value insured up to RM1,000 for deliveries within Malaysia only.

3. What are the products eligible for Pos Parcel Protection?
Products that are qualified for Pos Parcel Protection is only for Standard Pos Laju Domestic delivery.
*Insurance coverage for international deliveries using Express Mail Service (EMS) and Air Parcel is not available.

4. Where can I purchase Pos Parcel Protection?
You can purchase the Pos Parcel Protection when you create your shipment order in Pos Laju SendParcel

5. How long is the Pos Parcel Protection period?
This insurance commences from the time Pos Laju courier/agent accepts the parcel from during pick-up or drop-off until the parcel has reached its destination.

6. What is the location coverage for my insurance?
Pos Parcel Protection covers parcels sent within Malaysia only.

7. What should I do if the value of my parcel is more than RM1,000.00?
Based on the protection/ benefits offered by Pos Parcel Protection, you can claim up to RM1,000.00 only.

8. What are the items that will not be covered using Pos Parcel Protection?

Antiques, art & painting, furs, bonds, security paper, deeds, bills of exchange, promissory notes, cheques, documents of title of any kind, manuscripts, electronic data, stamps, medals, money, bullion, vouchers and species.
Cigarettes, cigar, tobacco, wines, spirits, liquor and other alcohol beverages.
Platinum, gold, silver and other precious metals/stones and jewelry or watches.
Livestock / animals.
Frozen or fresh foods / frozen or fresh meats / frozen or fresh seafood / fresh vegetables / fruits / gamat (Sea Cucumber) / birdnest / ginseng / cordyceps/ shark fins, etc.
Items under Pos Malaysia’s Prohibited and Dangerous Goods listing.

9. Can I cancel my insurance purchase?
No, you cannot cancel your insurance purchase. However, if you cancel your shipment on Pos Laju SendParcel, consequently, the insurance purchased will be cancelled and refunded to your credits.

10. If I cancel my e-Consignment Note at Pos Laju SendParcel, will my insurance premium be refunded?
Yes, we will approve the refund provided:
• Your shipment was not lodged at any of our touchpoints
• The request for cancellation is made within 7 days of e-consignment note issuance

11. Where can I view the policy?
The policy can be viewed here.

12. I need an invoice for my insurance purchase, where can I get it?
Go to “Transactions Statements”, select the transaction with insurance purchase, and then select “Download”.

Integration with eCommerce

1. What is Pos Laju SendParcel eCommerce Integration Module?
This module allows the user to pull e-commerce orders from their website to manage shipments via Pos Laju SendParcel.

2. Which e-Commerce Marketplace platform is available for integration?
The current available integration is Shopify, WooCommerce, SiteGiant, BizApp, Squarelet and OnPay. We are working to integrate more e-Commerce marketplaces in the future. You may also drop us a feedback form for new e-Commerce integration.

3. How do I integrate with Pos Laju SendParcel?
You must login to Pos Laju SendParcel, go to the Integration Panel. Select the integration platform and fill out the required information to setup.

4. How do I import order from the e-Commerce Marketplace into Pos Laju SendParcel?
Go to the “Dashboard” > “Your Store”, and select “Import Now”. At the Import Orders button, select the store you would like to import the order from. If successful, you will see the list of imported orders.

5. Does Pos Laju SendParcel have a Public Open API?
Pos Laju SendParcel offers Public Open API without any additional costs. In order to integrate with Pos Laju SendParcel, you will be required to send in the API KEY and API Secret. For more information, view the API Documentation here.

Redemption of Flyers & Promo Code

1. How can I request for my free flyers?

It’s so easy! Just go to the Dashboard, under My Rewards, select Redeem.

Check flyers size(s) details here.

2. How to Redeem Your Promo Code

Please ensure that you are logged in to the correct Pos Laju SendParcel account.

At the top right, select your profile name, and then select Redeem Rewards. Enter your coupon code and select Submit.

Your coupon credit will be reflected in the credit balance and you may view it on Dashboard.

Claims & Compensation

1. How do I make a claim for lost and damaged parcels?

The claim/enquiry/complaint must be made within 30 days from the date of posting.
Damaged goods or received different content must be reported within 48 hours after receiving the goods.
Fill out the Customer Feedback Form Pos PP1 (Download here: PP1 English / PP1 BM) .
Attach with supporting documents;
- Copy of proof of posting
- Copy of identity card
- Invoices of good
- Photos of the damaged contents and packaging (including inside and outside)

*All claims are subject to Pos Malaysia's Terms andConditions. The above listing of documents is only a guide and we reserve our right to request for further documentations as and when necessary.

2. Can I claim as an individual if I have purchased Pos Parcel Protection on behalf of my company?
Yes, subject that you have enclosed an official letter from your company confirming you as a representative, appointed to make claims on behalf of your company.

3. How much I can claim if my parcel(s) are lost or damaged?
A maximum of RM100.00 for documents or parcels weighing below 2kg or RM200.00 for documents or parcels weighing 2kg or more, subject to whichever is lower. If the value exceeds the maximum liability, you are responsible for insuring the Item for posting either through insurance offered by Pos Malaysia or any insurance of your choice.

4. How will my claim be paid if it is approved?
Compensation will be paid directly to your bank account through “Electronic Fund Transfer” (EFT) and followed by an official notification via email.

5. Who do I contact for queries and claim?
For queries or claims, you can contact Pos Malaysia via AskPos on Pos.com.my or hotline 1-300-300-300.

Money Order (BM)

Apakah yang dimaksudkan dengan Money Order?

Money Order adalah perkhidmatan kiriman wang domestik dan penerima boleh menukarkannya kepada wang tunai dengan segera.

Apakah kegunaan Money Order?

Money Order boleh digunakan sebagai pembayaran kepada individu atau syarikat / organisasi. Contoh: Tender, yuran pengajian dan sebagainya.

Berapakah amaun maksima setiap Money Order?

Maksima amaun RM10,000 satu transaksi
Maksima amaun RM50,000 setiap pelanggan sehari
- Individu ke Individu
- Syarikat / Organisasi ke Individu
- Individu ke Syarikat / Organisasi
Maksima amaun RM200,000 setiap pelanggan sehari
- Syarikat / Organisasi ke Syarikat / Organisasi

Berapakah fi bagi pembelian Money Order?

a) RM0.00 – RM49.99 = RM3.90

b) RM50 dan keatas = RM5.90

Siapakah yang boleh membuat penghantaran Money Order?

a) Individu berumur 18 tahun keatas

b) Syarikat / Organisasi yang berdaftar

Adakah perkhidmatan Money Order disediakan di semua pejabat pos?

Perkhidmatan Money Order disediakan di semua pejabat pos seluruh negara, kecuali pejabat pos yang dikendalikan oleh seorang kakitangan (one-man post office).

Bagaimanakah caranya untuk membuat pengiriman menggunakan Money Order?

Pelanggan perlu pergi ke pejabat pos yang terdekat (kecuali one-man post office).

a) Bagi transaksi pengirim adalah individu, pelanggan perlu bawa dokumen pengenalan diri yang diperlukan seperti berikut:

Category	Documents
Malaysian Citizen	a) MyKAD b) MyPR (Kad Pemastautin Tetap) c) MyKAS (Kad Pengenalan Pemastautin Sementara) d)Kad Pengenalan Tentera / Polis
Non-Malaysian Citizen	a)Pasport Antarabangsa b) I-Pass c) IMM13 d) Kad UNHCR (Hanya untuk terima wang sahaja)

b) Bagi transaksi Syarikat / Organisasi perlu membawa dokumen sokongan seperti di bawah:

Jenis Syarikat	Dokumen
Syarikat Awam Berhad/ Perbadanan / Syarikat Sendirian Berhad	Borang 9 & Seksyen 17: Adalah Sijil Pendaftaran Syarikat; Borang 49 & Seksyen 58: Adalah Maklumat Pengarah; Borang 24 & Seksyen 78 : Adalah Maklumat pemegang saham; dan Borang 44 & Seksyen 46(3) : Adalah Maklumat alamat berdaftar Surat wakil syarikat Salinan ID pengenalan wakil
Syarikat yang berkaitan kerajaan/ perbadanan milik kerajaan negeri	Surat wakil syarikat Salinan ID pengenalan wakil
Syarikat Sendirian Berhad	Borang 9 & Seksyen 17: Adalah Sijil Pendaftaran Syarikat; Borang 49 & Seksyen 58: Adalah Maklumat Pengarah; Borang 24 & Seksyen 78 : Adalah Maklumat pemegang saham; dan Borang 44 & Seksyen 46(3) : Adalah Maklumat alamat berdaftar Surat wakil syarikat Salinan ID pengenalan wakil
Perniagaan Perkongsian	Lesen Perniagaan Syarikat yang sah* Surat wakil syarikat Salinan ID pengenalan wakil
Perniagaan Pemilikan tunggal	Lesen Perniagaan Syarikat/ Lesen Pendaftaran dan Badan yang diiktiraf undang-undang Surat wakil syarikat Salinan ID pengenalan wakil
Persatuan/Kelab/Pertubuhan Bukan Kerajaan (NGO)/Pemegang Amanah	Sijil Pendaftaran Pertubuhan yang dikeluarkan oleh Jabatan Pendaftaran Pertubuhan Malaysia (ROS) Petikan daripada minit mesyuarat yang menunjukkan lantikan pengurusan tertinggi pertubuhan seperti pengerusi dan ahli jawatankuasa Surat wakil syarikat Salinan ID pengenalan wakil
Syarikat perkongsian liabiliti terhad	Lesen Perniagaan Syarikat yang sah* Surat wakil syarikat Salinan ID pengenalan wakil

* Dokumen ini hanya sah dikeluarkan oleh Suruhanjaya Syarikat Malaysia (SSM)

Berapakah tempoh sah laku Money Order?

Tiga (3) bulan dari tarikh akhir bulan dikeluarkan.

Apakah yang dimaksudkan dengan Remit No.?

Remit No. adalah nombor siri yang mengandungi 14 digit yang diterima oleh pelanggan untuk tujuan rujukan pembayaran.

Bagaimana cara membeli Money Order?

Hanya kunjungi mana-mana pejabat pos terpilih dengan membawa dokumen yang lengkap, wang tunai untuk membuat transaksi (seperti tersenarai di bawah perkara no.7). Setelah selesai transaksi pengiriman di kaunter:

Bagi transaksi Individu ke Individu & Syarikat ke Individu – pengirim akan menerima Remit No. (dalam resit salinan pelanggan) dan tidak perlu dihantar kepada penerima.
Bagi transaksi Individu ke Syarikat & Syarikat ke Syarikat – sekiranya penerima adalah syarikat, pelanggan perlu menghantar resit (salinan pelanggan) kepada syarikat penerima.

Bolehkah orang lain menjadi wakil pelanggan bagi pembelian Money Order?

Boleh. Wakil perlu membawa salinan pengenalan diri yang telah disahkan dan juga surat wakil daripada majikan atau individu yang di wakili. Wakil mesti berumur 18 tahun dan ke atas.

Bolehkah pemulangan Money Order dilakukan?

Boleh, sekiranya pembayaran masih belum dilakukan.

Bolehkah tuntutan Money Order di lakukan oleh pelanggan ?

Boleh. Terdapat dua jenis tuntutan yang boleh dilakukan iaitu:

a) Tuntutan Money Order Hilang (Dalam Tempoh sahlaku / Tamat Tempoh)

Transaksi	Status	Dokumen diperlukan
Pembayaran oleh wakil penerima	Tidak di benarkan	N/A
Pembayaran oleh wakil penerima	Tidak di benarkan	N/A
Pemulangan oleh wakil pengirim	Dibenarkan	Laporan Polis (nama pelapor hendaklah sama dengan nama pemohon) Salinan MyKad / Dokumen Pengenalan Diri Penyata bank pelanggan (maklumat nama dan nombor akaun sahaja)
Pemulangan oleh wakil pengirim	Dibenarkan	Laporan Polis (nama pelapor hendaklah sama dengan nama pemohon) Salinan MyKad / Dokumen Pengenalan Diri Surat Pengesahan Wakil untuk individu Penyata bank pelanggan (maklumat nama dan nombor akaun sahaja)
Nota: Tempoh proses bayaran: 14 hari bekerja dari tempoh dokumen lengkap diterima oleh pihak Ibu Pejabat.

b) Tuntutan Money Order Untuk Kes Kematian/Hilang Upaya Kekal (Dalam Tempohlaku/ Tamat Tempoh)

Transaksi	Status	Dokumen di perlukan
Pembayaran oleh wakil penerima	Dibenarkan	Resit Money Order / Remit No. (tidak perlukan dokumen fizikal) Salinan MyKad / Dokumen Pengenalan Diri Surat Permohonan Tuntutan serta Pengesahan Wakil untuk individu Salinan Sijil Kematian Si Mati iaitu Penerima Salinan Sijil Beranak (sekiranya anak / ibubapa)/ Sijil Nikah (sekiranya suami / isteri)
Pemulangan oleh wakil pengirim	Dibenarkan	Resit Money Order / Transaction No. (tidak perlukan dokumen fizikal) Salinan MyKad/Dokumen Pengenalan Diri Surat Permohonan Tuntutan serta Pengesahan Wakil untuk individu Salinan Sijil Kematian Si Mati iaitu Pengirim Salinan Sijil Beranak (sekiranya anak / ibubapa)/ Sijil Nikah (sekiranya suami / isteri)
Nota: Bagi kes kematian / hilang upaya kekal, dokumen (2-5) perlu disahkan oleh Pesuruhjaya Sumpah.

Sekiranya tempoh sah laku Money Order telah luput (selepas 3 bulan dari tarikh akhir bulan dikeluarkan), adakah pembayaran / pemulangan boleh dilakukan?

Pembayaran / pemulangan boleh dilakukan tetapi fi kedua akan dikenakan.

Berapakah amaun fi kedua?

a) RM0.00 – RM49.99 = RM3.90

b) RM50 dan ke atas = RM5.90

Sekiranya amaun pengiriman RM3,000 dan ke atas, apakah dokumen yang diperlukan?

Pelanggan perlu membawa dokumen:

a) Pengenalan diri asal pelanggan; dan

b) Salinan pengenalan diri pelanggan.

Pos Laju Prepaid Envelope And Box

What is Pos Laju Prepaid Envelope/Box?

The Pos Laju Prepaid Envelope/Box is a convenient and cost-saving flat-rate shipping solution for sending of items, weighing from 500g up to 10kg, within Malaysia.

There are 2 types of PosLaju Prepaid Envelope/Box, as below:

Type By Colour	Coverage Areas
Orange/Red	Within Peninsular Malaysia/ Within Sarawak/ Within Sabah
Blue	Between Peninsular Malaysia & Sabah / Sarawak Between Sabah & Sarawak

How much is the rate for Pos Laju Prepaid Envelope/Box?

Type	Envelope S 500g	Envelope M 1kg	Envelope L 2kg	Box S 2kg	Box M 5kg	Box L 10kg
Orange/Red	RM7.90	RM10.90	RM13.90	RM13.89	RM21.30	RM31.90
Blue	RM13.00	RM19.00	RM30.00	-	RM65.00	-

What are the sizes and measurements available?

Product	Size	Measurement (mm)
Prepaid Envelope	S	280 x 200
Prepaid Envelope	M	330 x 260
Prepaid Envelope	L	380 x 320
Prepaid Box	S	340 x 250 x 80
Prepaid Box	M	340 x 250 x 150
Prepaid Box	L	380 x 320 x 200

How do I use the Pos Laju Prepaid Envelope/Box?

Purchase Pos Laju Prepaid Envelope/Box at any post offices, Pos Laju outlets and Pos Laju Authorised Agents. Choose the Pos Laju Prepaid Envelope/Box that suits your delivery needs ie destination, size/weight.
Place your item into the Pos Laju Prepaid Envelope/Box and seal it tightly.
Fill out the consignment note and insert it into the plastic pocket on the Pos Laju Prepaid Envelope/Box.
Post the item at the nearest post offices, Pos Laju outlets or Pos Laju Authorised Agents including Pos Laju EziBox parcel locker and Pos Laju EziDrop.
Contact us via AskPos for pick up service.

Are there any additional charges for the pickup service?

Yes. RM5.30 (inclusive of 6% SST) will be charged for each pick up, regardless of the quantity of the Pos Laju Prepaid Envelope/Box.

Where can I purchase the Pos Laju Prepaid Envelope/Box?

Pos Laju Prepaid Envelope/Box are available at all post offices, Pos Laju outlets and Pos Laju Authorised agents, or shop for them online at Pos.com.my/shop or on Shopee.

If a Pos Laju Prepaid Envelope/Box exceeds the suggested weight limit, will it be accepted?

Yes, it will still be accepted on the condition that the shape of the Pos Laju Prepaid Envelope/Box is unchanged. However, an overweight surcharge will apply. In addition, Pos Laju will not be liable for compensation in the form of refund or for the loss or damage of items exceeding the weight limit.

Pos Laju Prepaid Envelope Orange L & Blue L and Pos Laju Box Blue S and L products have been terminated, is the product still accepted for posting?

Yes, posting is still accepted until 30 June 2022 for Pos Laju Prepaid Box Blue S & L, while the Pos Laju Prepaid Envelope Orange L & Blue L are accepted until 31 December 2022. Overweight charges apply if the weight exceeds the maximum limit.

Can I use the Pos Laju Prepaid Envelope/Box for sending items to international destinations?

No. The Pos Laju Prepaid Envelope/Box is for delivery within Malaysia only (domestic). For international shipping, customers can opt for the prepaid Flexipack International.

Can I use the Pos Laju Prepaid Envelope/Box for Pos Laju Premium service?

Pos Laju Prepaid Envelope/Box is only for Pos Laju Standard Delivery. It cannot be used for other premium services offered by Pos Laju such as Same Day Delivery and Time Certain Service.

Will volumetric calculation be imposed for Pos Laju Prepaid Envelope/Box?

Volumetric calculation will not be imposed to Pos Laju Prepaid Envelope/Box.

Can contract customers purchase and use the Pos Laju Prepaid Envelope/Box?

Yes. Contract customers may purchase and use the Pos Laju Prepaid Envelope/Box to enjoy flat-rate delivery of items.

What is the difference between Pos Laju Prepaid Envelope/Box and PosLaju Flyers Pack?

The price for Pos Laju Prepaid Envelope/Box is inclusive of postage, while the Pos Laju Flyers Pack does not include postage.

Can I claim for compensation if the contents appear to be damaged or lost when inserted into the Pos Laju Prepaid Envelope/Box?

Compensation for damage or loss is in accordance to the Terms & Conditions stated on the consignment note. Compensation will not be given for items exceeding the weight limit as stated on the packaging.

E-Insurance Pos Mobile App

How do I renew my insurance / takaful with Pos Mobile App?

Simple, just tap on the “Insurance/Takaful” icon on the Home page. You can renew your Private Car Insurance by providing your particulars:

a. Vehicle registration number

b. Owners ID Type (eg. NRIC)

c. ID number

d. Gender

e. Marital status

f. Postcode

g. Mobile Number

Follow the on-screen steps to compare and select your preferred insurer and complete the purchase.

Who can use this mobile app service?

Anyone who has an Android or IOS mobile phone can install and use the app.

What are the features on Pos Mobile App as compared to renewing my insurance over the counter?

Pos Mobile App

Self-served User Interface and Customer Experience (UI/UX)
Multiple secured online payment (credit card/debit card, FPX, Grab Pay, Boost, Touch ‘N Go eWallet)
Paperless transaction with electronic softcopy of Insurance policy is provided to the customer
Electronic mail (email) notification from Insurance company confirming on the successful/unsuccessful transaction

Over-the-counter transaction

Personalize face-to-face over the counter interaction for customer who requires further information on the products and processes
Cash and Credit Card at selected Pos Offices (Debit card and e-wallets will be available soon)
Printed Insurance policy is provided to customer
Printed Insurance policy and payment receipt are provided to the customer

How will you obtain details of my vehicle and insurance if insufficient information is provided during my transaction?

You will not be able to proceed with the transactions if insufficient mandatory information is not provided.

Which insurers can I get a quote from?

We have a list of insurers displayed that you can choose from once you have filled-up basic details on the on-screen form (As a start, we have Allianz as the insurance provider. More will be available soon).

What are the modes of payment available?

Payment modes that are available are credit card, debit card, e-wallet and FPX

How do I know if my transaction was successful?

A successful transaction notification will be shown when the payment is successful.

What do I do if I don’t receive my insurance policy/cover note?

Your insurance policy/takaful certificate will be delivered to your registered email address within 24 hours after we have received your payments. If you have not received the insurance policy/takaful certificate in your email after 24 hours, please do contact us via AskPos in the Pos Mobile App.

Where can I view my transactions?

Tap on the “Insurance” icon on the Home page. Completed transactions can be viewed under “My Plan” tab.

Will I get a receipt upon payment?

Yes, you will get an e-receipt from iPay88 for every successful transaction. It will be sent to your email. Please keep the receipt for future reference.

Are there any additional charges to the customer for using any of the payment modes eg. credit/debit/FPX or e-wallets?

There are no additional charges for using any of the available payment modes to make payment.

What could be the reason for my payment to be rejected?

Depending on the situation, the problem may occur as a result of the following:

Status of credit/debit card/e-wallet/FPX- You will need to refer to your card or e-wallet issuer or bank to ensure that the card is valid or has sufficient fund in the account.
Intermittent System Interruption– This could due to disruption of network or system. If such problem occurs, please try the renewal process again.

Can I get a refund, if I were to cancel the insurance renewal after I made payment?

If your insurance has been successfully renewed, you will need to contact the insurance provider for a cancellation/refund.

Who can I contact for assistance?

For any enquiries and support on this service, please contact our chatbot by tapping AskPos for any related information.

Is the Mobile App service to purchase insurance available at all time?

Pos Mobile App service is available daily from 3:00am until 11:30pm.

How do I go about making a claim on damages?

You may contact the insurance provider directly:

ALLIANZ - 1800-22-5542

How fast can I get my insurance cover note / policy so that I can proceed to renew my Road Tax?

Customers will receive their insurance policy/takaful certificate via email within 24 hours, and once received, customer would be able to renew their Road Tax by visiting the nearest Post Office.

Tracked Label

What is Tracked label (CN05bis)?

Tracked label is a new tracking option of using label stickers with barcode that has Track and Trace feature for International Small Packet and Flexipack International.

What are the destination countries for posting using Tracked label?

Please click here to check the destination countries supported.

What is the estimated delivery time for item posted using the Tracked label?

6 to 11 working days.

What are the benefits of Tracked label?

Mail drop delivery to recipient's letter box with online tracking feature.
Suitable for lightweight e-Commerce items up to 500 kg.

How much is the price of the Tracked label?

New price effective 14 January 2020 is RM 13.50 (not inclusive of postage).

How to use the Tracked label?

Customer is required to purchase the Tracked label and affix it on the front of the International Small Packet and Flexipack International before posting.

Screenshot 2024-09-25 145550.png

Where is the Tracked label available for purchase?

Post Office and General Post Office counters
Pos-on-Wheels (POW)
PosBOX Branch (Bangsar South only)
Available online at https://pos.com.my/shop

Is there any discount for bulk purchase of the Tracked label?

Yes, discounts are only available for bulk purchase of Tracked label via https://pos.com.my/shop (terms and conditions apply).

Where can the posting of item using Tracked label be done?

Post Office and General Post Office counters
Pos-on-Wheels (POW)
PosBOX Branch (Bangsar South only)

Is posting at yellow or red posting box allowed for item using Tracked label?

Is using stamps to pay postage allowed for items that use the Tracked label?

No.

Does the Tracked service provide Proof of Delivery (POD)?

No signature of recipient is required for Proof of Delivery (POD) because it is a mail drop delivery to the recipient's letter box. However, the barcode at the Tracked label is scanned during the mail drop delivery for record in the track and trace system.

Can customer claim for compensation on delay in delivery, loss or damage on item posted using this Tracked service?

No liability or compensation for this Tracked service.

Is Insurance offered for Tracked service?

No.

Will unsuccessfully delivered item be returned to the sender?

Yes, the item will be returned to the sender if it is still in good condition and the sender’s full complete address is written clearly on the package.

Will the customer (sender) be charged for postage on the return of unsuccessfully delivered item?

No.

What is the reason for price increase of the Tracked label?

The price increase of the Tracked label is because of the rising operating costs since its introduction in 2017.

How do customer make inquiry on this Tracked service?

a. use our e-feedback form
b. Visit Facebook Facebook.com/PosMalaysiaBerhad
c. Visit Twitter Twitter.com/Pos4you
d. Visit website www.pos.com.my

New Postage Rates For International Outbound Services

When is the effective date of the new postage rates for international outbound services?

The effective date is on 1 December 2021.

What are the international outbound services with new postage rates?

The international outbound services with new postage rates are International Small Packet, Flexipack International, International Air Parcel and Express Mail Service (EMS).

What are the reason for implementation of new postage rates on these international outbound services?

The new postage rates will allow Pos Malaysia to mitigate the rising cost of operations.

Are there any changes on the service features with the implementation of these new postage rates?

Yes, there are some changes on the service features based on type of international outbound service.

What are the changes on service features for International Small Packet?

For International Small Packet, the new allowable weight limit for posting is 500 g effective 1 December 2021. If the weight exceeds 500 g, customers are required to use International Air Parcel or EMS service.

What are the changes on service features for Flexipack International?

Effective 1 December 2021, only the Flexipack International prepaid envelopes of sizes XS (150 g), S (250 g) and M (500 g) are available for purchase. For customers who have made purchases of Flexipack International prepaid boxes size L (1 kg) and XL (2 kg) before 1 December 2021 for stock, they can still use them for posting until 28 February 2022.

What are the changes on service features for International Air Parcel?

Effective 1 December 2021, the postage rate for International Air Parcel starts with the first 500 g and increment of every additional 500 g for weight up to 10 kg. For weight above 10 kg, the increment is of every additional 1 kg. The destination countries are also divided into 8 zones which are the same zoning as EMS. The allowable weight limit is still 30 kg according to destination countries.

What are the changes on service features for EMS?

Effective 1 December 2021, the zoning of destination countries for EMS Document is the same as EMS Merchandise. The postage rate for EMS Merchandise starts with the first 500 g and increment of every additional 500 g for weight up to 10 kg. For weight above 10 kg, the increment is of every additional 1 kg. The existing 15% fuel surcharge and 15% handling surcharge are still applicable. The allowable weight limit for EMS Document is still 1 kg and for EMS Merchandise is 30 kg (according to destination countries).

Are there any changes for International Air Mail service?

The postage rates for International Air Mail are not changed and the current surcharge is still applicable. However, the new allowable weight limit for posting is 150 g effective 1 December 2021. If the weight exceeds 150 g, customers are required to use International Small Packet or Flexipack International service.

How do I find out the exact postage rate(s) for my shipment?

You may use our Postage Calculator to calculate your international delivery rates which is available on our website at www.pos.com.my or the Pos Malaysia Mobile App.

Have the international outbound services resumed to all destination countries with the implementation of these new postage rates?

The international outbound services are currently to 145 selected destination countries only due to limited international flights available during the Covid-19 pandemic. The destination countries are selected based on adequate flight capacity and frequency.

What are the selected 145 destination countries?

The selected 145 destination countries are Andorra, Angola, Argentina, Australia, Austria, Bahrain, Bangladesh, Barbados, Belgium, Benin, Bhutan, Botswana, Brazil, Brunei, Bulgaria, Burkina Faso, Cambodia, Cameroon, Canada, Cayman Islands, Chad, Chile, China, Colombia, Congo (Democratic Republic), Congo Republic, Costa Rica, Cote D’ Ivore, Croatia, Cyprus, Czech Republic, Denmark, Djibouti, Dominican Republic, Egypt, El Salvador, Equatorial Guinea, Eritrea, Estonia, Ethiopia, Faroe Islands, Fiji, France, French Polynesia, Gabon, Georgia, Germany, Ghana, Gibraltar, Greece, Greenland, Guam Islands, Guernsey (G.B), Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Iran, Iraq, Ireland, Italy, Jamaica, Japan, Jersey, Jordan, Kenya, Kiribati, Kuwait, Kyrgyzstan, Latvia, Lebanon, Lesotho, Lithuania, Luxembourg, Macao, Maldives, Mali, Malta, Mariana Islands, Marshall Islands, Mexico, Monaco, Morocco, Mozambique, Myanmar, Namibia, Nepal, Netherlands, New Caledonia, New Zealand, Niger Republic, Nigeria, Niue Islands, Norway, Oman, Pakistan, Palau, Paraguay, Philippines, Poland, Portugal, Puerto Rico, Qatar, Romania, Russia, Rwanda, Samoa (U.S.A), Saudi Arabia, Senegal, Serbia, Seychelles, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sri Lanka, Sudan, Suriname, Swaziland, Sweden, Switzerland, Taiwan, Tanzania, Thailand, Togo, Tokelau Islands, Tonga, Tunisia, Turkey, Tuvalu, Uganda, Ukraine, Uruguay, United Arab Emirates, United States of America, United Kingdom, Vietnam, Virgin Islands (U.S.A), Wallis & Futuna Islands, Western Samoa and Zambia.

Are delays in delivery expected to these selected destination countries?

Pos Malaysia is always committed to maintain timely deliveries. However, during this challenging period, delays may occur and we will do our very best to expedite deliveries.

Can postcards be sent to these selected destination countries and does the new postage rate apply too?

Postcards can be sent to these selected destination countries and no new postage rate is applied. Surcharge is also not applicable.

What are the items that cannot be sent using the international outbound services?

Customers are not allowed to send prohibited items and dangerous goods via the postal service. For more information, please refer to the list of prohibited items and dangerous goods. Also, please ensure that the import regulations of the destination countries are adhered to.

Where can customers post their items by using the international outbound services?

The international outbound services are available at all post offices and Pos Mini nationwide. Only International Air Parcel and EMS are available at Pos Laju outlets for international posting. International Air Parcel and EMS are also available via Pos Laju SendParcel.

Will the number of selected destination countries be increased later?

Yes, Pos Malaysia may increase the number of selected destination countries after taking into consideration the latest status of flights availability into the specific country based on current Covid-19 pandemic situation.

How do customers get information and updates on the international outbound services?

From these channels: AskPos on www.pos.com.my or Pos Malaysia mobile app, Facebook, Instagram, and Twitter.

Money Order

What is a Money Order?

A Money Order is a domestic money transfer service and a recipient may convert it to cash immediately.

What is the purpose of a Money Order?

Money Order can be used as payments to individual or corporate bodies / government.

Example: Tender, Tuition Fee and others.

What is the maximum amount for each Money Order?

The maximum amount is RM10,000 for one transaction.
The maximum amount is RM50,000 per customer per day is allowed for:
- Individual to individual
- Individual to Company / Organization
- Company / Organization to Individual
The maximum amount is RM200,000 per customer per day is allowed for:
- Company / Organization to Corporate / Organization.

How much is the fee for a Money Order purchase?

a) RM0.00 – RM49.99 = RM3.90

b) RM50 and above = RM5.90

Who can carry out the Money Order transfer?

a) Individuals aged 18 years and above

b) Registered Company / Organization

Do all post offices offer Money Order services?

Money Order services are available at all post offices nationwide, except at one-man post offices.

How do I make a money transfer using a Money Order?

Just proceed to the nearest post office (except one-man post offices).

a) Transaction for Individual to Individual must bring the following identification documents along :

Category	Documents
Malaysian Citizen	a) MyKAD b) MyPR (Permanent Resident Card) c) MyKAS (Temporary Resident Identity Card) d) Military/Police Identity Card
Non-Malaysian Citizen	a) International Passport b) I-Pass c) IMM13 d) UNHCR card (to receive funds only)

b) Transaction for Corporate must bring the following documents along:

Corporate / Organization	Document
Public listed company / Corporation	Form 9 & Section 17: Application for Registration of a Company; Form 49 & Section 58: Director information; Form 24 & Section 78 : Allotment of Shares information; and Form 44 & Section 46(3) : Business Registered Address Authorization letter from Corporate / Organization Copy of Identification Representative
Government-linked company / state owner corporation	Authorization letter from Corporate / Organization Copy of Identification Representative
Private limited company	Form 9 & Section 17: Application for Registration of a Company; Form 49 & Section 58: Director information; Form 24 & Section 78 : Allotment of Shares information; and Form 44 & Section 46(3) : Business Registered Address Authorization letter from Corporate / Organization Copy of Identification Representative
Partnership	Valid Business Licence* Authorization letter from Corporate / Organization Copy of Identification Representative
Sole proprietorship	Business Licence / Company Registration Licence and Law Recognition Body Authorization letter from Corporate / Organization Copy of Identification Representative
Association/ Clubs/ Societies/ Charities	Certificate of Registration Association / clubs / societies / Charities provided by Registar of Society (ROS) Minutes of the meeting on the appointment from the top management such as chairman and committee members Authorization letter from Corporate / Organization Copy of Identification Representative
Limited liability partnership	Valid Business Licence* Authorization letter from Corporate / Organization Copy of Identification Representative

How long is the validity period for Money Order?

Three (3) months from the last day of the month of issue.

What is a Remit No.?

The Remit No. is a 14-digit serial number received by the customer for payment reference purposes.

How do I purchase a Money Order?

Just visit any post office (except one-man post offices) with your supporting document (as listed under item no.7) and cash to carry out the transaction. Upon completion of registration at the post office counter:

for individual-to-individual and Company / Organization to Individual transactions - sender will be given the Remit No. in receipt format and no need to provide the receipt to the receiver.
for Individual to Corporate / Organization and Corporate / Organization to Corporate / Organization transaction – if the receiver is Corporate / Organization, sender must courier or give a copy to the Company / Organization.

Can a representative purchase a Money Order on the sender’s behalf?

Yes, the representative must bring along a certified copy of their identification card and a consent letter from the company or individual represented. The representative must 18 years and above.

Can a Money Order be returned?

Yes, if payment has not been made

Can the Money Order be claimed by customer?

Yes. There are two (2) types claimed of Money Order and the documentations as follows:

a) Lost of Money Order (Valid / Invalid)

Transaction	Status	Document
Payment by receiver	Not Allowed	N/A
Payment by receiver representation	Not Allowed	N/A
Refund by sender	Allowed	Police Report (Name of reporter must same with name of sender) Copy of MyKad / Identification document Bank Statement (Name and account no. only)
Refund by sender representation	Allowed	Police Report (Name of reporter must same with name of sender) Copy of MyKad / Identification document Letter of representative for individual Bank Statement (Name and account no. only)
Note: Payment period will be made within 14 working days from completed document received by Pos Malaysia Headquarters.

b) Claimed of Money Order in cases of death / permanent disability (Valid / Invalid)

Transaction	Status	Document
Payment by receiver representation	Allowed	Money Order Receipt / Remit No. (no physical document) Copy of MyKad / Identification document Letter of authority from the represented individual Copy of Death Certificate (Receiver) Copy of Birth Certificate (if children / parents)/ Married Certificate (if husband / wife)
Refund by sender representation	Allowed	Money Order Receipt / Transaction No. (No. physical document) Copy of MyKad / Identification document Letter of authority from the represented individual Copy of Death Certificate (Sender) Copy of Birth Certificate (if children / parents) / Married Certificate (if husband / wife)
Note: Document (2-5) a confirmation must be obtained for the Commissioner for Oaths.

If a Money Order has expired (exceed three (3) months from the last day of the month of issue), can it be returned or cashed?

Return / cashing is permitted but a second fee will apply

What is the amount for the second fee?

a) RM0.00 – RM49.99 = RM3.90

b) RM50 and above = RM5.90

If the money transfer amount is RM3,000 and above, what supporting documents are required?

Customer needs bring the following supporting documents:

a) Customer’s original identification document

b) Copy of customer’s identification document.

Volumetric Calculation, Overweight And Oversized Surcharge

What is the Overweight and Oversized Surcharge?

Overweight or Oversized Surcharge is the fee imposed for heavy, bulky or odd item which meets the following criteria:

Overweight item - items weighing more than 30kg, in either actual weight or volumetric weight
Oversized item - items measuring more than 150cm in length (on the longest side) and not exceeding 200cm.

When is the effective date of the Overweight and Oversized Surcharges?

The effective date is on 1st July 2021.

The surcharge is applicable to which service?

The surcharge is applicable to domestic Pos Laju Standard Service only.

How much is the surcharge?

The applicable surcharge is RM50 per overweight or oversized item.

If an item is both overweight and oversized, only a single surcharge (RM50) will apply.

Why is Pos Laju imposing Overweight and Oversized surcharge?

The surcharge is to support the cost of additional resources required to manage and transport overweight / oversized items.

What is the delivery standard for Overweight and Oversized items?

Overweight or Oversized items may require additional delivery time, compared to normal-size items.

What is the limit dimension for an Oversized item?

The longest side is more than 150cm not exceeding 200cm;
Total Length + Width + Height does not exceed 300cm

What is the maximum limit for Overweight items?

The maximum limit for an Overweight item is 60kg (per item).

If an Overweight or Oversized item exceeds maximum limit, can it still be posted?

We reserve the right to refuse acceptance of any Overweight or Oversized items exceeding the maximum measurement or weight, including those beyond our handling capacity.

Is the posting of Overweight / Oversized items accepted at all Pos Laju branches or pos offices?

Posting of Overweight / Oversized items is accepted at all Pos Laju branches and selected Post Offices.

Does the Sales and Service Tax (SST) apply on the surcharges?

A 6% SST is applicable for Overweight and Oversized surcharges.

What is the volumetric calculation?

Volumetric weight is calculated by using the following formula:

Length(cm) x Width (cm) x Height (cm)/5000 = XX Kilograms.

Length is defined as the longest side of the package, while Height is the shortest side of the package.

*5,000 is the standard denominator used within the courier industry.

Postage charge of your Article is calculated based on the actual weight of your Article or the volumetric weight of your Article, whichever is higher.

Prabayar Ekonomi

What is Prabayar Ekonomi?

Prabayar Ekonomi is a trackable economy delivery solutions for items weighing up to 2kg.

What is the coverage area of Prabayar Ekonomi?

Prabayar Ekonomi covers all areas in Malaysia only.

What is the mode of transportation used for Prabayar Ekonomi?

There are two types of delivery mode for Prabayar Ekonomi:

Land delivery which is within Peninsular Malaysia, within Sabah and within Sarawak.
Sea delivery which is from Peninsular Malaysia to Sabah and Sarawak, Sabah to Sarawak and vice versa.

How can I use Prabayar Ekonomi?

There are two options for customer to use Prabayar Ekonomi:

Purchase Prabayar Ekonomi padded envelope
Subscribe Business Electronic Shipping Tools (BEST) System.

Where can I purchase the Prabayar Ekonomi padded envelope?

Customer can purchase the Prabayar Ekonomi padded envelope at the following locations:

Post offices nationwide
PosLaju centres nationwide
Business Mail centres nationwide
Online store on Pos.com.my/shop

How do I subscribe to Business Electronic Shipping Tools (BEST) System?

Customer can walk in to our Business Mail centres to apply and subscribe to our BEST system.

What are the postage rates of Prabayar Ekonomi?

The postage rates of Prabayar Ekonomi is as follow:

Prabayar Ekonomi padded envelope

Type of Envelope	Weight	Land (Within WM/ Sbh/ Swk)	Sea (WM to EM, Vice Versa)
S	Up to 500g	RM4.50	RM8.00
M	Above 500g to 1kg	RM6.00	RM11.00
L	Above 1kg to 2kg	RM8.00	RM18.00

Notes:
WM – West Malaysia ; EM – East Malaysia
Sbh – Sabah ; Swk - Sarawak

What are the features of Prabayar Ekonomi?

Prabayar Ekonomi comes with the following features:

Track and trace
One way service
Add on insurance for compensation
Drop only.

What is the standard delivery of Prabayar Ekonomi?

Land	Sea
D+5 to D+7	D+14 to D+20

*D = day of posting before 3:00 pm

Where can I post Prabayar Ekonomi?

Customer can post Prabayar Ekonomi at the following locations:

Post offices nationwide
PosLaju centres nationwide
Business Mail centres nationwide.

How can I track Prabayar Ekonomi?

Customers can track Prabayar Ekonomi via Pos.com.my or Pos Malaysia mobile app.

What if the item cannot fit into the mailbox?

For any case of item cannot fit into the mailbox, the postman will leave the call card or sorry note and customer is required to self-pickup at the nearest post office for the maximum of 7 calendar days.

After 7 calendar days, the item will be send to Dead Letter Office (DLO).

What happened if the item exceeds the weight limit?

Pos Malaysia reserves the right not to process the item and the sender needs to pay the price difference.

How to obtain more information related to this product?

For further information on products, you may contact us at the channels below:

AskPos : https://www.pos.com.my/#AskPos
Call us at 1300-300-300

Pos Laju Contract Customers Priority Lane

What are the locations that have Priority Lane for Pos Laju contract customers?

List of Pos Malaysia Touchpoints for Pos Laju Contract Customer Priority Lane:

State	Location
Perlis	Pejabat Pos Kangar
Kedah	Pejabat Pos Besar Alor Setar, Pejabat Pos Jitra, Pejabat Pos Kulim, Pejabat Pos Sungai Petani, Pos Laju Service Centre Souq Commerical Centre
Penang	Pejabat Pos Besar Pulau Pinang, Pejabat Pos Bukit Mertajam, Pejabat Pos Jelutong, Pejabat Pos Kepala Batas, Pejabat Pos Pulau Tikus, Pejabat Pos Dato Keramat, Pejabat Pos Jalan Bagan Luar, Pejabat Pos Taman Chai Leng, Pos Laju Service Centre Bukit Mertajam
Perak	Pejabat Pos Besar Ipoh, Pejabat Pos Batu Gajah, Pejabat Pos Kuala Kangsar, Pejabat Pos Taiping, Pejabat Pos Taman Ipoh, Pejabat Pos Teluk Intan
Selangor	Pejabat Pos Besar Shah Alam, Pejabat Pos Jalan Othman, Pejabat Pos Jalan Semangat, Pejabat Pos Kajang 2020, Pejabat Pos Kampung Tunku, Pejabat Pos Kapar, Pejabat Pos Klang, Pejabat Pos Pandamaran, Pejabat Pos Rawang, Pejabat Pos Seri Kembangan, Pejabat Pos Kompleks Sungai Buloh, Pejabat Pos Bandar Baru Bangi, Pejabat Pos Kelana Jaya, Pejabat Pos Puchong Perdana, Pejabat Pos Mydin Mall USJ 1 Subang Jaya, Pejabat Pos Subang Jaya, Pos Laju Service Centre Shah Alam Glenmarie, Pos Laju Service Centre Putrajaya Presint 3, Pos Laju Service Centre Putrajaya Presint 14, Pos Laju Service Centre Cyberjaya
Wilayah Persekutuan Kuala Lumpur	Pejabat Pos Besar Kuala Lumpur, Pejabat Pos Jalan Kelang Lama, Pejabat Pos Gombak, Pejabat Pos Jalan Gurney, Pejabat Pos Tunku Abdul Rahman, Pejabat Pos Jinjang, Pejabat Pos Aeon Prima Shopping Kepong, Pejabat Pos Medan Tuanku, Pejabat Pos Pudu, Pejabat Pos Sentul, Pejabat Pos Taman Tun Dr. Ismail, Pejabat Pos Bangsar Baru, Pejabat Pos Aeon Taman Maluri, Pejabat Pos Aeon Big Endah parade Sri Petaling, Pejabat Pos Aeon Big Wangsa Maju, Pejabat Pos Aeon MidValley Megamall, Pejabat Pos Spectrum Shopping Mall Ampang, Pejabat Pos Batu Caves, Pejabat Pos Taman Melawati, Pejabat Pos Taman Seraya, Pejabat Pos KLCC, Pos Laju Service Centre Kuala Lumpur
Negeri Sembilan	Pejabat Pos Besar Seremban, Pejabat Pos Seremban Utara, Pejabat Pos Tampin
Melaka	Pejabat Pos Besar Melaka, Pejabat Pos Alor Gajah Pejabat Pos Jasin, Pejabat Pos Masjid Tanah, Pos Laju Alor Gajah
Johor	Pejabat Pos Besar Johor Bahru, Pejabat Pos Batu Pahat, Pejabat Pos Kluang, Pejabat Pos Kota Tinggi Pejabat Pos Majidee, Pejabat Pos Muar, Pejabat Pos Pontian, Pejabat Pos Segamat, Pejabat Pos Skudai, Pejabat Pos Taman Sri Tebrau, Pejabat Pos Pusat Mel Johor Bahru, Pos Laju Bandar Dato' Onn, Pos Laju Pekan Nenas, Pos Laju Batu Pahat
Pahang	Pejabat Pos Besar Kuantan, Pejabat Pos Raub, Pejabat Pos Temerloh, Pos Laju Kuantan
Terengganu	Pejabat Pos Besar Kuala Terengganu, Pejabat Pos Dungun, Pejabat Pos Jerteh, Pos Laju Kuala Terengganu, Pos Laju Chukai
Kelantan	Pejabat Pos Besar Kota Bharu, Pos Laju Kota Bharu
Sabah	Pejabat Pos Besar Kota Kinabalu, Pejabat Pos Wilayah Persekutuan Labuan, Pejabat Pos Sandakan Pejabat Pos Tawau, Pejabat Pos Beauford, Pejabat Pos Kota Marudu, Pejabat Pos Kudat
Sarawak	Pejabat Pos Kuching, Pejabat Pos Bintulu, Pejabat Pos Miri, Pejabat Pos Sarikei, Pejabat Pos Sibu, Pejabat Pos Sri Aman

Direct Mail Postage Revision

Why is there a need to revise the Direct Mail rate?

The revised rate will allow us to provide service enhancements amid challenging postal business environment.

What are the new Direct Mail postage rate?

The new DM postage rate are as follows:

When is the implementation date for the new Direct Mail rate?

The Direct Mail new postage rate will take effect on 1st October 2022 onwards.

Is there a grace period for bulkmailers/customer in using the new Direct Mail postage rate?

The Direct Mail rate will be implemented effective 1st October with no grace period.

Can we appeal to Pos Malaysia to extend the implementation of the new rate?

No extension is given on the implementation of the new rate.

What if I manage to gain the approval for Direct Mail old rate and perform the posting after the effective date? Can I still enjoy the old rate?

No, postage rate will be calculated and deducted according to the updated published rate on the day of posting.

What if my imprest balance account insufficent for deduction due to the new rate implementation?

The item will either be rejected or embargoed until the balance in your account is sufficient for deduction.

Is there any changes in term of Direct Mail Service Level Aggrement (SLA) and Term & Condition (T&C) due to the new rate implementation?

In order to facilitate the customers better, we have revised the minimum quantity of lodgement from 1,000 pieces in single lodgment to 100 pieces only in single lodgement. SLA and other T&C remain unchanged.

How can I obtain more information regarding the new Direct Mail rate?

For any enquiries about the new postage rate, please contact:

E-Consignment Note

Bagaimanakah Pemenang menebus hadiah sebaik sahaja diumumkan sebagai Pemenang?

Pihak Penganjur akan menghubungi Pemenang melalui telefon atau emel (poscampaign@pos.com.my) untuk memberitahu proses menuntut hadiah.

Bolehkah saya menukar ganti unit percuma selain daripada pembelian saya?

Tidak. Pelanggan akan mendapat unit percuma yang sama jenis dengan produk yang dibeli.

Contoh:

Pelanggan membeli lima (5) sampul Prabayar L, maka pelanggan akan mendapat satu (1) sampul prabayar Pos Laju yang sama saiz. Unit percuma ini tidak boleh ditukar ganti dengan tunai atau produk yang lain.

What is an e-Consignment Note?

e-Consignment Note (e-Connote) is a self-service electronic platform that can be used to create Pos Laju consignment note easily using the Pos Malaysia Mobile App

Why should I use the e-Consignment Note service?

No more manual writing of Consignment Note.
Keep data entry history – You can re-use the recipient’s details from ‘saved address’ for multiple shipments.
Provides easy tracking over your smartphone.
Ease the printing process especially for bulk deliveries. You are only required to make payment after completing all the processes.
Convenience - You’ll be able to create your e-Consignment Note(s) digitally by using Pos Malaysia Mobile App, anywhere and anytime.
Digital Proof of Posting (POP) – No need to worry about misplaced or lost physical invoice copy or posting slips, as a copy of the invoice posting slip will be emailed once payment is made.

How do I use the e-Consignment Note?

Download the Pos Malaysia Mobile App in your smartphone https://bit.ly/posmalaysiamobileapp
Through the app, select the ‘New Consignment’ button, fill out ‘Sender’, ‘Receiver and ‘Parcel’ information and select ‘Generate’.
At the counter, scan QR code at the printer and print out the e-Consignment Note sticker.
Prepare & affix the e-Consignment Note sticker onto the parcel.
Proceed for payment at the counter.

Where are the available locations for customers to print the e-Consignment Note?

The e-Consignment Note printer is available at Post Office, Pos Laju outlets, Pos Laju Service Centres, Pos Laju Kiosks, Pos Laju EziDrive-Thru except for selected location as below :

1. Pejabat Pos Pusing, Perak

What are the products that support the e-Consignment Note?

e-Consignment Note is only applicable for Pos Laju Domestic products for the time being. Other mail and parcel products for domestic and international will implemented in phases

Can I use e-Consignment Note for Pos Laju Same Day Delivery (SDD) and Time Certain Service (TCS)?

Yes, the e-Consignment Note can be used for Pos Laju SDD and TCS.

Can I print multiple e-Consignment Notes?

Yes, you can print multiple e-Consignment Notes for up to 20 parcels, each transaction. Select “To Print” list in the Pos Malaysia Mobile App.

How many copies of e-Consignment Note should I print?

One (1) copy for each posting.

I’ve printed the e-Consignment Note. What should I do with it?

Tear off top part of the e-Consignment Note & affix the sticker to the most visible area on the parcel.
Submit the “Salinan Pejabat” which is found at the bottom part of the e-Consignment Note to the counter staff for payment processing.

Can I generate multiple e-Consignment Notes for the same sender or recipient?

For sender:

Yes, you can select “Remember details” in “Sender” information to set it as the default sender address.

For recipient:

Yes, you can use “address book” feature to save the address. This “address book” is to avoid redundant data entry process during the e-Consignment Note creation.

What should I do if I am unsure about the steps to print e-Consignment Note?

You can seek assistance from our counter staff.

I don’t have smartphone to use Pos Malaysia App or website. How can I send my items without e-Consignment Note?

Only Pos Laju outlets & kiosks provides the physical forms. Please get a form from our counter staff and fill-in the details. Our counter staff will help you to key-in the details in the system and print the e-Consignment Note.

Is there a limit amount to generate the e-Consignment Note over the counter without Pos Malaysia Mobile App or Website?

Yes, each customer is limited to three (3) e-Consignment Notes per QMS/transaction.

Can I edit or make changes on the information on the e-Consignment Note after it has been printed?

No, you are not allowed to edit or make any changes on the information after the e-Consignment Note is printed. You need to create new e-Consignment Note.

Can I reprint the e-Consignment Note from the Pos Malaysia Mobile App?

Yes, customer is allowed to reprint the e-Consignment under certain conditions such as technical issues with the printer or defective sticker.

What can I do if I am unable to print e-Consignment Note upon scanning the QR code?

Our counter staff will assist in scanning the QR code generated from your Pos Malaysia Mobile App, either for multiple or single printing.
You can also provide us with your Confirmation ID generated from the Pos Malaysia Mobile App to our counter staff. Please note that this method only supports single printing.

How can I know the final weight of my parcel?

The weight recorded at the counter during posting will be the final weight.

Can I purchase insurance coverage when using the e-Consignment Note service?

Yes, please inform our counter staff for the purchase of insurance coverage.

Can I cancel the posting of my parcel after the payment is made?

Yes, you may cancel the transaction on the same day and at the same outlet. Counter staff will follow the Standard Operating Procedure (SOP).

What is the Proof of Posting (POP) for the customer?

Sender will receive a physical invoice copy and posting slip through email once payment is made.

Can I print the e-Consignment Note and proceed with payment at a different location?

Yes, you can print and make payment at any Pos Laju outlets and kiosks.

Can I make posting of my parcel at any authorised agent outlet and EziBox parcel locker?

No, all posting have to be done at Pos Laju outlet and kiosks & selected EziDrive-Thru.

What should I do if there is a problem with the Pos Malaysia Mobile App?

You need to complete the e-Feedback Form or report to AskPos via www.pos.com.my

I am unable to download the Pos Malaysia Mobile App, is there any alternative way to create the e-Consignment Note?

Alternatively, you can also create the e-Consignment Note via Pos Malaysia website at https://pos.com.my/
From the website, select the ‘eConsignment Note’, fill-in ‘Sender’, ‘Receiver and ‘Parcel’ information and select ‘Generate QR Code’.
Download the QR code after generating the e-Consignment Note & save it on your mobile. Retrieve and show the QR Code at Pos Laju counter staff for printing.

What is the best approach to make posting at Pos Laju EziDrive-Thru?

Now you can use e-Consignment Note by using Pos Malaysia Mobile App or Pos Malaysia website before you make any posting at Pos Laju EziDrive-Thru.
Upon arrival at the Pos Laju EziDrive-Thru, scan the QR code, print and stick the e-Consignment Note label on your parcel before making payment at the drive-thru counter.

How do I make payment through e-wallet or credit card when using e-Consignment Note in order to save time?

For the time being, only cash and credit card payments are accepted at the counter. For online payments through online banking, credit card or e-wallet, please go to https://sendparcel.poslaju.com.my/open/home

Pos Perayaan Takaful

Apakah manfaat bagi Pos Perayaan Takaful?

Manfaat	Keterangan Manfaat	Individu (RM)	Keluarga (RM)
A	Kematian akibat kemalangan	20,000	20,000 setiap seorang (maksimum 100,000)
B	Hilang upaya kekal akibat kemalangan	20,000	20,000 setiap seorang (maksimum 100,000)
C	Pendapatan harian hospital	50 setiap hari (maksimum 30 hari)	50 setiap hari bagi setiap seorang (maksimum 30 hari)
D	Kehilangan dokumen identiti akibat kecurian ragut	100	100 setiap seorang (maksimum 500)
E	Perbelanjaan perubatan akibat kemalangan	1,000	1,000 setiap seorang (maksimum 5000)
F	Kerusi roda dan/atau anggota badan palsu	1,000	1,000 setiap seorang (maksimum 5000)
G	Perbelanjaan pengebumian	1,000	1,000 setiap seorang (maksimum 5000)
H	Elaun bantuan	200	200 setiap seorang (maksimum 500)
I	Isi Rumah	Berdasarkan nilai pasaran atau 150 setiap barangan (maksimum 1,500)

Nota: Sila rujuk kepada kontrak sijil untuk keterangan produk penuh atas manfaat, terma dan syarat yang terdapat dalam produk ini.

Bagaimanakah cara untuk mendapatkan perlindungan Pos Perayaan Takaful?

Pelanggan boleh mengunjungi pejabat Pos terdekat dan mendapatkan perlindungan Pos Perayaan Takaful daripada petugas kaunter Pos Malaysia.
Petugas Pos Malaysia akan masukkan butiran pelanggan dalam sistem PMIS (Non-motor) - Zurich General Takaful Malaysia Berhad.
Petugas Pos Malaysia akan mencetak Sijil Takaful selepas menerima bayaran daripada pelanggan.
Urusan selesai.

Apakah jenis perlindungan bagi produk ini?

Produk ini menyediakan pampasan sekiranya berlaku sebarang kecederaan, hilang upaya atau kematian yang disebabkan oleh kejadian yang berlaku secara tiba-tiba, tidak dijangka dan secara kebetulan tanpa diduga.

Bagaimana cara pelanggan untuk membuat pembayaran?

Pembayaran boleh dibuat secara tunai atau kad kredit di kaunter Pos Malaysia. Cari cawangan Pos Malaysia terdekat anda disini

Bagaimanakah cara untuk pelanggan membuat sebarang tuntutan?

Untuk membuat tuntutan, anda boleh layari portal Zurich dan isi borang pendaftaran tuntutan. Cara lain ialah melalui saluran-saluran perkhidmatan Zurich General Takaful Malaysia Berhad:

Zurich Care Line : 03-2109 6000
Laman Web Zurich : www.zurich.com.my
Emel Zurich : partnership.support@zurich.com.my

Prosedur Tuntutan - Anda perlu memberikan notis bertulis kepada pihak Zurich dalam masa empat belas (14) hari selepas berlaku kejadian.

Nota: Senarai ini tidak lengkap. Sila rujuk kepada kontrak sijil induk untuk senarai penuh terma dan syarat yang terdapat di dalam produk ini.

Berapakah caruman yang perlu saya buat?

Jumlah caruman yang perlu anda buat tergantung kepada pelan yang telah anda pilih seperti berikut:

Pelan	Individu (RM)	Keluarga (RM)
Caruman	12.00	40.00

Nota: Caruman diatas adalah termasuk 6% Cukai Perkhidmatan.

Semua cawangan Pejabat Pos dan Pos Laju di seluruh negara.

Berapa lama tempoh perlindungan bagi polisi ini?

Tempoh perlindungan adalah selama dua (2) bulan meliputi empat musim perayaan – Deepavali, Hari Natal, Tahun Baru Cina dan Hari Raya Aidilfitri.

Berapakah had umur pelanggan yang layak untuk melanggan pelan ini?

Had umur - Tiga puluh (30) hari hingga enam puluh lima (65) tahun dan semua umur merujuk kepada umur anda pada hari lahir berikutnya.

Bolehkah mereka yang Bukan Warganegara melanggan pelan ini?

Orang Yang Dilindungi mestilah warganegara Malaysia atau bukan warganegara yang mempunyai permit kerja yang sah, permit pelajar, status pemastautin tetap atau status MM2H.

Bolehkah saya membatalkan sijil takaful ini?

Pelanggan boleh membatalkan sijil takaful dengan memberikan notis bertulis kepada kami. Ketika pembatalan, tiada caruman yang akan dipulangkan.

Apa yang perlu saya lakukan jika terdapat perubahan dalam butiran maklumat/peribadi saya?

Adalah penting bagi anda untuk memaklumkan kepada kami sebarang perubahan dalam butiran maklumat/peribadi termasuk penamaan, pekerjaan dan maklumat diri yang akan mempengaruhi profil risiko. Anda boleh menulis surat atau emel kepada kami menerusi alamat atau alamat emel di bawah.

Apakah pengecualian utama di dalam produk ini?

Produk ini tidak melindungi tuntutan yang disebabkan oleh kejadian yang berikut:

Peperangan, Perang Saudara
Keadaan Sedia Ada
Bunuh Diri sama ada dalam keadaan siuman atau tidak siuman
Pembunuhan atau serangan disebabkan Provokasi
Sebarang jenis perlumbaan selain daripada yang menggunakan kaki
Radiasi, Nuklear

Nota: Sila rujuk kepada kontrak sijil untuk keterangan penuh atas manfaat, terma dan syarat yang terdapat dalam produk ini.

Dari manakah saya boleh mendapatkan maklumat lanjut?

Jika anda memerlukan maklumat lanjut berkenaan produk ini, sila rujuk kepada risalah maklumat takaful yang boleh didapati di semua cawangan Pos Malaysia atau sila hubungi kami di:

Zurich General Takaful Malaysia Berhad
Aras 23A, Mercu 3,
No. 3, Jalan Bangsar, KL Eco City,
59200 Kuala Lumpur, Malaysia.
Tel: 03-2109 6341
Faks: 03-2109 6888
Pusat Panggilan: 1-300-888-622

E-mel: partnership.support@zurich.com.my

Customer Support FAQs

Is there any contact number that I can call to help with my issue?

Customers can contact our Customer Service team to get assistance with their issue at the channels below:

AskPos : https://www.pos.com.my/#AskPos
Call us at 1300-300-300

How can I check my shipment progress using AskPos?

To track your shipment using AskPos, just enter your tracking number in the writing segment, we will assist you from there.

As an alternative, you also can use 'Track and Trace ' main menu button.

I have a Ticket Number. How to follow up with my case?

Every feedback submitted will be given a service ticket number. You can use the ticket number to interact with our Live Chat agents.

Launch AskPos to begin and choose 'Ticket Status ' from the main menu button. We will assist you from there. Please note that our Live Chat is available from 9.00 am - 5.00 pm, Monday to Friday except public holidays.

Customs Declaration

What are the benefits of Payment Online for Customs Clearance?

a) Payment transactions can be made from 12.00 a.m. until 11.55 p.m., every single day, for 365 days.
b) Payment can be made Online via on our Website, anytime and anywhere – at your leisure and convenience, as long as there is Internet access.
c) Payment are processed immediately – online, real-time and conveniently.

How do I pay Customs Tax via Payment Online?

Below are the steps taken to pay your Customs Tax via Payment Online:

Go to our website: www.pos.com.my
Click AskPos
Fill in your tracking number
Verify your email address or fill in your valid email address
Now you can see your payment link button
Click pay now or you can view your invoice before pay
Make payment via your preferred bank
Receive invoice as proof of payment via email.

Note:
We will process your item upon successful payment and deliver your item to your doorstep!

What is Customs Declaration?

Customs Declaration is the item-related information required when posting of goods to international destination as follows:

Full name and postal address of the sender
Full name and postal address of the receiver
Gross weight of the item
Value of item with the currency used
Category of item (gift, document, commercial sample, or some other content)

For each distinct type of content of the item must include:

Content Description
Quantity and unit of measurement
Value
Net weight
HS tariff number
Country of origin of the goods

Why is the Customs Declaration form required?

From 1 April 2019, the Customs Declaration requirement has been enforced by countries to identify the contents arriving and determine the related duty or tax as well as to check for prohibited or restricted item.

How to do Customs Declaration?

The Customs Declaration can be done by completing all the required information in the consignment note according to the type of service used.

What product requires Custom Declaration?

i. Express Mail Service (EMS) ii. International Parcel iii. Paket POSTerus iv. International Small Packet which has been affixed with Tracked or Registered Label v. Flexipack International which has been affixed with Tracked or Registered Label

Why do Pos Malaysia make auto 'Customs Declaration' for my parcel?

Auto declaration is introduced with the intention to expedite customs clearance processing time. The declaration is made based on shippers document available on the respective parcel(s).

Can I ask for re-evaluation of my duty and tax?

Yes, however it is still subjected to Customs evaluation and approval. Kindly furnish your item(s) Invoice or Proof of Payment and Customs Tariff Code (if Applicable) via email at cspmih@pos.cm.my for re-evaluation purposes.

What should I do now since I have my own declaration agent?

We highly recommend appointing Pos Malaysia based on our competitive handling charges and experience handling it over the years.

Nevertheless, you may proceed with your own registered agent.

What are the mandatory information to declare?

There are 14 mandatory information as follows:

Sender's Name
Sender's Address
Sender's City
Sender's Telephone/Email
Sender's Postcode
Receiver's Name
Receiver's Adderss
Receiver's City
Receiver's Country
Receiver's Telephone/Email
Receiver's Postcode
Content Description
Content Weight and Quantity
Content Value (MYR)

Is postal code (postcode) compulsory for each posting?

Yes, it is compulsory for country having postal code (postcode).

What if the sender doesn't know the postal code (postcode)?

It is sender's resposibility to provide the correct postal code (postcode) for the destination country. Address without postal code or incomplete postal code will cause delay in the delivery.

How should I fill in the content description?

The content description must be filled in according to the sender as accurate as possible with contents and value declared.

To Do's:

Leather Shoes, Shuttlecock, Dried Foods, Books/Pencil, Necklace/Rings etc

The Don'ts:

Shoes, Sports Equipment, Foods, Stationeries, Accessories etc

What if the sender cannot confirm the item weight?

If the weight of the content is unknown, approximated weight is scalable. However, the postage will be based on the actual weight measured during posting at the counter.

What if the sender cannot confirm the item value?

It is compulsory for the sender to declare the actual value of the item. The value declared will determine the taxes and duties at the destination country.

Can the item description be in other languages?

No, the item description must be in English language only.

Is the sender allowed to use non-Roman texts when filling in the consignment notes?

The sender is allowed to fill in the names and address columns only using non-Roman texts (e.g. Chinese or Arabic). Other information must be filled with Roman texts.

How can I make further inquiries about the Customs Declaration form?

You can reach out to us via AskPos at pos.com.my
Email to care@pos.com.my
Visit website www.pos.com.my

Single Sign On

What is Single Sign On (SSO)?

Single Sign On is an authentication service that allows Pos Malaysia customers to login into multiple online platforms using a single ID and password for a more seamless user experience.

Where will the Single Sign On (SSO) be made available?

On all of Pos Malaysia’s online platform, which includes

Pos Malaysia Website pos.com.my (Web & Mobile version)
Pos Malaysia Mobile App
SendParcel : sendparcel.poslaju.com.my
PosOnline : posonline.com.my

I am an existing Eziemall/PosOnline/SendParcel user, what do I need to do?

Please login using your email address. Note that your original password remains unchanged.

What if I forgot my email address?

You will need to register with a new email address. Follow these simple steps:

Click ‘Login’ button on homepage
Select ‘Sign Up’
Enter a valid email address
If the system prompts that your email has been registered, please go to ‘Login’ page and click on ‘Forget Password’ to retrieve the account
If the email is not yet registered, please proceed with ‘Sign Up’.

How to register to the new SSO?

Click ‘Login’ button on the homepage
Select ‘Sign Up’
Fill in with a valid email address and click ‘Continue’ to proceed
Fill in all fields and click ‘Sign Up’

What should I do if I forgot my password?

Please click on ‘Forgot Password’ and fill in with your valid email address.

Will my previous account information (Name, Email, Address, Phone) still be available with the new SSO?

It will remain unchanged in the SSO. Your account information will still be there.

I did not receive any email for ‘Signup Email Verification’ or ‘Forgot Password’. What should I do?

Please check your email’s spam folder. Mark it as ‘not spam’ so that you can click on the reset button or the link provided in the email. If it’s not in the spam folder, kindly contact us through AskPos.

Can't find what you're looking for?

FAQ Search

Tracked label is a new tracking option of using label stickers with barcode that has Track and Trace feature for International Small Packet and Flexipack International.

Please click here to check the destination countries supported.

Customer is required to purchase the Tracked label and affix it on the front of the International Small Packet and Flexipack International before posting.

The price increase of the Tracked label is because of the rising operating costs since its introduction in 2017.

What is the limit dimension for an Oversized item?

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