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Copyright © 2017 Kottak Express International Limited (11386999). All rights reserved.

FAQ

Frequently Asked Questions

This FAQ will help you to answer most of the questions that you have in your mind.

Who is EDEX?


EDEX is the commercial name for Kottak Express International Limited, Company Number 11386999, Registered in England and Wales, with its registered and head office address at Kottak Express Int Ltd, Unit 55 Storage World 40-46 Ashton Old Road, Manchester M12 6LP. EDEX is a Malaysian company based in Manchester, UK.

 

 

Who is shipping2malaysia.com?


shipping2malaysia.com is a prestigious brand trade by EDEX providing door to door shipping to Malaysia service from the UK. Offering specialised service, shipping2malaysia.com® is the only company with the most affordable and unbeatable service either by sea or air. No job is too small nor too big; we do all your shipping to Malaysia and logistics need.

 

 

How does it work?


Through shipping2malaysia.com or edaranexpress.com to ship your item to Malaysia never been so easy. Just select the service that would suit you from our services page, and follow this eight simple steps.

 

 

1. Choose your desired service from EDEX


Refer our service page and select a service which suits you the best. Shipping to Malaysia on a tight budget? Or need your parcel to reach Malaysia in a short time of period? Moving the whole house and looking for a cost-effective method to do so? Choose the service which will suit you the best as we always have the answer.

 

2. Get your shipment ready

 

We recommend you to read our Packaging Advice page thoroughly. Get all your questions answered before we come and collect your packages so that they can go on board properly.

 

3. Book your free collection service


Once everything is ready, request our Complimentary Pickup Service, and we promise to collect your consignment between seven working days from the date of booking. We also offer Guaranteed Collection Date Service for only £25 per box. Price may vary based on our availability. Please note Guaranteed Collection Date Service is limited and entirely dependent on the availability.

 

4. Final check before collection


You should do a final checking before collection; Make sure all packages are packed securely and not excessively heavy or overweight. Ensure that you have marked all boxes with a number and destination details such as name, contact number and delivery address. We do print the label for you, but writing these details on each box will guarantee the box to reach its destination safely.

 

5. Invoice and Payment


Our drivers will issue you the freight invoice on the spot during collection. Make sure the receipt for any deposit paid before is on hand for our driver to refund the money or deducted the amount on the invoice. We apply a strict return policy so make sure you have the original deposit receipt in hand for any refund. We do accept online payment, major credit card or debit card with our drivers carrying a payment device during pickup appointment; however, cash upon collection is the preferable method. All payment must be cleared with our account department before we can allow any shipment onboard.

 

6. Items in Transit


Make sure you receive a tracking number/docket number and a copy of a waybill stated number of parcels, the amount of payment to be made is correct, and the driver has signed the form with the collection date and time. We target all of the shipment to reach West Malaysia in 7-10 weeks from the collection date, 2-4 weeks further to East Malaysia. To maintain the low rates, we do not offer real time tracking system however you can alway get in touch by phone on 01612029388 or email us at info@edaranexpress.com to get an update on the progress of your shipment.

 

7. Receive your delivery on time


Put the targeted date of delivery on your calendar; we will make sure they are being delivered exactly on time as promised!

 

 

When should I start planning my shipment?

 

You should prepare your shipment as early as you can, EDEX recommends you to start planning at least a month, so you will save the hassle of moving. Our helpful customer service team can always provide free advice on preparing your shipment.

 

 

How much does it cost?

 

All prices advertised on this website is an all in cost, you can refer to the service page for our pricing schedule. Please note we do door to door service, collection from the sender address and delivery to the receiver address. Please note the service does not including sorting of the parcels in the receiving address nor we wait for the receiver to check the condition of the item inside the parcel.

 

 

Do you supply boxes and packaging materials?

 

Yes, we do supply free double wall corrugated boxes for your packaging needs and this is provided for free. You can just make an order your free packaging boxes online now.

 

 

Do you collect a deposit for the free boxes and packaging materials?

 

Yes, we would require £5 refundable deposit per box which is payable upon delivery for normal delivery or payable online for next day / express delivery. Our customer service team will get in touch for the payment of the deposit.

 

 

How long will I receive the boxes and packaging materials?

 

We will arrange delivery once your order has been received not later than 7 working days. Most of the time it will be earlier than that. We will contact you the night before delivery giving you 3 hours time window so that you will be available to attend the delivery. Please note should you become unavailable, we will not do automatic reschedule of the order. You are required to make a new booking and it could take up to another 7 working days from the date of the new booking being confirmed with a notice on the night before delivery.

 

 

Will I get notified of the delivery for the free boxes?

 

Our operation team will send you a text message on the number provided in the booking form, we will inform you on the night before our delivery team will be coming, with 2-3 hours window so that you can be at home to receive the packaging boxes. Due to its large size, for next day/ express delivery, we would require you to be at home from 9am-5pm as the courier provider will not contact you before coming and will just leave a calling card if there is no one available to accept the packaging boxes. Please note next day delivery charge of £15 (including VAT) is valid for 1 attempt delivery only. You will still get charged should the delivery fail due to your unavailability.

 

 

How long can I keep the free boxes before it can be collected?

 

You can keep the packaging boxes as long as you like. We will refund any deposit being paid earlier as long as you surrender the ORIGINAL deposit receipt and return all unused boxes in a good and sellable condition. We will not refund any deposit paid without this receipt. Please make sure you always being issued with receipt every time you make any payment to us. Just ring us on 01612029388 or email info@edaranexpress.com for the refund.

 

 

Can I return any unused boxes and get my money back?

 

Yes, we will refund any deposit being paid earlier as long as you surrender the ORIGINAL deposit receipt and return all unused boxes in a good and sellable condition. Just ring us on 01612029388 or email info@edaranexpress.com for the refund.

 

 How do I pack my parcels?

 

You can use your own packaging or we can supply you with reinforced double walled cardboard boxes for free. We have 2 standard sizes:

 

1. MAXI Box: 18x18x30 inches (maximum of 40kg)

 

2. MIDI Box: 18x18x20 inches (maximum of 30kg)

 

They can be delivered to your door on an express next day service for £15.00 inclusive VAT. Maximum boxes per next day service order is 5 pieces. You can order more, but £15.00 will apply for every 5 pieces. We can also deliver the boxes to you free of charge on next available date we cover your area. 

 

Due to its large size, for next day/ express delivery, we would require you to be at home from 9am-5pm as the courier provider will not contact you before coming and will just leave a calling card if there is no one available to accept the packaging boxes. Please note next day delivery charge of £15.00 (including VAT) is valid for 1 attempt delivery only. You will still get charged should the delivery fail due to your unavailability.

 

When Packaging your parcel, you should:

 

  • Choose the size of the package according to its content. Under-filled boxes are likely to collapse; overloaded ones may burst.

  • Always use high-quality materials for your shipments. Consider strength, cushioning, and durability when selecting your wrapping supplies.

  • Choose boxes made of corrugated cardboard, with good quality outer liners. Use heavy-duty double-layered board for valuable items.

  • Make use of cushioning materials, especially to stop your packaging contents from moving.

  • Use strapping, when suitable, as a good way to seal and secure your box. Use strong tape if a strapping machine is not available.

  • Put fragile goods in the centre of a package; ensuring they don't touch the sides. Your item should be well cushioned on all sides.

  • Ensure liquids are stored in leak-free containers, packed with a lightweight, strong, internal material (for example, Styrofoam) and sealed with a plastic bag. Always remember that bad packaging may cause damage to surrounding items.

  • Seal semi-liquids, greasy or strong-smelling substances with adhesive tape, then wrap in grease resistant paper. Always remember that bad packaging may cause damage to surrounding items.

  • Place powders and fine grains in strong plastic bags, securely sealed and then packed in a rigid fibreboard box.

  • Use "arrow-up" label for non-solid materials.

  • Repack your gifts properly. Many goods sold in attractive packaging may not be suitable for shipping.

  • Use triangular tubes, not round tube-type cylinders to pack rolled plans, maps and blueprints.

  • Remember always to pack small items in flyers appropriately.

  • Protect your data discs, audio and videotapes with soft cushioning material around each item.

  • Complete the address clearly and completely, using uppercase letters when handwriting labels to improve readability for DHL personnel.

  • When shipping sharp items, such as knives or scissors, ensure that you fully protect the edges and points. Heavy cardboard is suitable for this. Fix the protective material securely so that it cannot be accidentally removed in transit.

  • Always use cardboard dividers when sending flat, fragile material (such as vinyl records).

  • When re-using a box, remove all labels and stickers. Ensure that the box is in good shape and not worn out.

 

Avoid doing the following when you package your parcel:

 

  • Do not use bags made of fabric or cloth.

  • Do not over seal your package. Remember that all shipments can be opened by customs authorities for inspection.

  • Do not use narrow cellophane tape or rope to seal your shipment.

  • Do not consider "Fragile" and "Handle with care" labels as a substitute for careful packaging. They are only appropriate for information purposes.

  • Please ensure that all hazardous symbols are removed if you are reusing old boxes or packaging. Parcels containing these symbols will be stopped by the courier and may incur fines.   

 

Do you accept fragile items?

 

We accept any kind of goods except those which are in our prohibited and restricted list. For any fragile items, you would need to make sure it has been packed properly as we will not responsible for any damage caused by inappropriate packaging.

 

 

Do you accept electronic item?

 

Yes, we do accept any personal electronic item, but to get this insured and covered, kindly clearly stated the description of the electronic item in your packing list together with the value of the goods.

 

 

Do you provide packing service?

 

Yes, we provide packing service. Charges start from only £1.50 per CUFT for any general items. If you require packing service for fragile items, clothing, furniture, etc, just get in touch with our customer service team for a quote. 

 

 

Can I book for a collection online?

 

Yes, please go to our request for a collection page to make a booking.

 

 

Do you collect the parcels from my home?

 

Yes, we collect your parcels from any address in the UK. Just let us know in advance if there is any restriction for the collection to be made ie parking restriction, building security issues etc. Collection restriction could apply if we hire our trusted partners to complete the collection process.

 

 

How soon should I make the collection booking?

 

Try to book as early as you can, and make sure the boxes are ready for the collection as sometimes we might

come on the same day.

 

 

What documents do you need on the collection day?

 

To make sure your shipment will be transported smoothly, we would need a copy of passport and Identity Card of the shipper as well as a packing list stating what is packed inside your parcel. Kindly pass these documents to the driver during collection or you can submit the documents by fill up the declaration form.

 

 

How long will it take to come and collect my ready packed parcels?

 

Once we received your online booking, we will put you on the next available schedule. Sometimes it can be on the same day, but the latest it can be up to 7 working days from the date of collection booking being received.

 

 

Do you offer guaranteed collection date service?

 

Yes, we do offer guarantee collection date. However, this will be done by either our in house operation team or our trusted partners. There must be someone available at the address for the collection to be done, and there will be an extra payment required for this premium service. Get in touch with us at 01612029388 or info@edaranexpress.com for quotes.

 

 

Do you guarantee collection time?

 

Unfortunately, due to the nature of the logistic industry, we are not able to guarantee collection time at any point. We will advise you the estimated time for collection a night before we come with 2-3 hours windows so that you can be ready.

 

 

Will I get notified for the collection?

 

Yes, we will contact you by SMS/text message notifying you that we are coming for the collection a night before with 2-3 hours collection window.

 

 

How do I make the payment?

 

We accept major credit/debit cards for immediate payment to the driver during collection. Cash payment is an option that is available. Our drivers are fully trained to handle cash and issue an immediate invoice as well as taking secured payment using our handheld payment terminal. We would need all payment to be cleared before any parcels can be allowed on board.

 

 

What are the other charges that I have to pay?

 

What you see is what you pay, there will be no hidden charges at any point of the shipment. We will not ask for any extra payment as long as the destination is not to any highlands/remote islands in Malaysia. Unloading surcharge will be applied for delivery to recipient address which is located more than 2 floors without elevator at the destination. Please check with our customer service team for unloading surcharge to an apartment with no elevator. Free delivery is included up to the recipient door only. The charges are excluding sorting the parcels inside the designated recipient address.

 

 

Are there any overweight charges?

 

Yes, we do charge overweight to make sure all consignment are sensible to handle. Should the box weigh heavier than the allowance weight, £10 overweight charge will apply for the first 10kg excess and £20 for every 10kg on the next 10kg excess. The key is to be sensible on the packing. It is not only the risk of damage is higher, but it is also dangerous for us to handle package that is overly heavy.

 

 

Are there any minimum charges?

 

Yes, the minimum charge per item is £2 CUFT. We will also apply single shipment surcharge if you send only 1 box to each address. Please contact our customer service team for further information.

 

 

How long will it take to deliver my parcels once arrived in Malaysia?

 

Once we finished with unloading and sorting of the parcels, our delivery team will be in touch for delivery. Please note the free delivery included in the price could take up to 10 working days after arrival. We will notify the recipient for the delivery of the goods and it is crucial for the recipient to be able to attend the delivery. Should the recipient not available to accept delivery on the notified date, we will reschedule the delivery and it could take up to 10 working days from the 1st attempt. We will not charge for reschedule of delivery as long as the recipient can make themselves available on the next delivery schedule on the designated date and time. Free delivery however is up to 3 attempts only. Storage charge might incurred if you request us to delay the delivery.

 

 

Do you provide guaranteed delivery date service?

 

Yes, we do offer guarantee delivery date. However, this is depending on the availability or it will be done by either our in house operation team our trusted partners. There must be someone available at the address for the collection to be done, and there will be an extra payment required for this premium service. Get in touch with us at 01612029388 or info@edaranexpress.com for quotes.

 

 

Do you provide guaranteed time of delivery?

 

Unfortunately, due to the nature of the logistic industry, we are not able to guarantee delivery time at any point. We will advise you the estimated time for collection a night before we come with 2-3 hours windows so that you can be ready.

 

 

Will I receive a notification for the delivery?

 

Yes, we will contact you by SMS/text message or phone calls notifying you that we are coming for the delivery a night before with 2-3 hours delivery window. No email will be used as a medium of notifications.

 

 

Do you provide removal service?

 

Yes, we can serve local removal to anywhere in the UK. Just contact us at 01612029388 or email us at info@edaranexpress.com. Please note this service is depending on the availability. It will be done by either our in-house operation team our trusted partners. Guaranteed collection and guaranteed delivery service term applies. Normal removal service will take up to 7 working days for collection with 1-day advance notice as well as the delivery it could take up to 7 working days from the date of collection and we will notify you a night before we come.

 

 

How do I purchase the Enhanced Transit Liability Cover?

 

Enhanced Transit Liability cover is available upon request during collection. Just ask the driver that you need the insurance cover and provide him with a valued packing list, they will issue you with the insurance invoice and provide a copy of the insurance cover.

 

 

How long does it take for the parcels to reached its destination?

 

We target all shipment to reach West Malaysia (Semenanjung) in 7-10 weeks from the collection date and 2-4 weeks further for East Malaysia (Sabah and Sarawak). Please note delay can happen for some reason and we will not liable for any losses occur due to the delay. However, we will always at our best endeavour to make sure the delivery of the parcels being made on time as promised.

 

 

Can I track my parcels?

 

Yes, you can. However, we are still developing the system. At the meantime, just get in touch with our customer service on 01612029388 or email to us your docket number to info@edaranexpress.com for your shipment update.

 

 

Will I receive a notification when the parcels are to arrive?

 

Yes, you will. Our counterpart in Malaysia will get in touch a day before delivery so that you can make yourself ready to receive the shipment. Kindly let us know if you need the parcel to be delivered to a different address, or if there is any preferable date for the delivery. We will try our best to meet your preferences. Please also note we will not be responsible for failure to notify if the information provided at the origin is incomplete.

 

 

Are there any charges once the parcels arrive at the delivery address?

 

Absolutely nothing apart from unloading surcharge for address more than 2 floors without elevator or choosing a date for delivery. Please check with our customer service team for the surcharge to those address. As long as your item are not taxable, what you see is what you pay.

 

 

Do you allow self-pickup in Malaysia? 

 

Yes, you can arrange self-collection at our depot in Malaysia located at No. 16, Jalan Tiara Sentral 1, Nilai Utama, 71800 Nilai, Negeri Sembilan. Please note self-collection is available by appointment only.

 

 

Can I get a discount?

 

We don't offer any discount basically as we already keep our prices at the lowest possible. 

 

 

How do I amend my bookings?

 

Just ring our customer service team at 01612029388 or write to us info@edaranexpress.com for any amendment.

 

What are the restricted items if I send by Air?

 

  • Fireworks, ammunition, sporting ammunition, firearms or explosives

  • Cylinders of compressed air, oxygen or liquid petroleum gas (LPG)

  • Any aerosol can (e.g., deodorant, shaving cream, hairspray, paint)

  • Camping stoves, Cigarette/Pipe lighters or cigarettes lighter refills

  • Cosmetics (e.g., Nail polish, colognes, aftershave, perfumes, nail polish remover)

  • Paint, fuel or paint thinners

  • Matches

  • Dry ice specimens or samples

  • Detergents, bleaches, drain or oven cleaners

  • Fibreglass repair kits, adhesives and puncture repair kits

  • Medicine containing alcohol (inhalers)

  • Any chemicals, pesticides, herbicides, etc.

  • CPU, Monitor, Laptops, TV, Electronics (requires special handling and insurance)

  • Camping equipment (e.g., Air tanks)

  • Batteries, any type

  • Machinery with internal combustion engines as chainsaws, lawnmowers or garden trimmers, generators.

  • Any food or drinks ( Chocolates, Cookies, Ketchup, etc.)

 

I have questions that are not covered in the FAQ.

 

Please contact our friendly customer service, they are more than welcome to assist you.

 

0162029388

07411199312

info@edaranexpress.com