This Frequently Asked Questions page will help you to answer
most of the questions that you have in your mind.
WHO IS EDEX®?
EdEx® is the
commercial name for Edaran Express International Limited, Company
Number 8019025, Registered in England and Wales, with its
registered and head office address at Edaran Express Int Ltd,
Roadways Container Base, Barton Dock Road, Urmston, Manchester M41
7BQ. EdEx® is a Malaysian company based in Manchester,
WHO IS SHIPPING2MALAYSIA.COM®?
shipping2malaysia.com® is a prestigious brand trade by
EdEx® providing door to door shipping to Malaysia service
from UK. Offering specialized service, shipping2malaysia.com®
is the only company with the most affordable and unbeatable service
either by sea or air. No job to small nor too big, we do all your
shipping to Malaysia and logistics
HOW DOES SHIPPING2MALAYSIA.COM® WORKS?
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
8 simple steps.
1. Choose your desired service from EdEx®.
Refer our service page and choose a service which suits you the
best. Shipping to Malaysia on a tight budget? Or need your parcel
to reach Malaysia on a short time 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
2. Get your shipment ready. Refer our FAQ page for
guidance on packing.
Our FAQ page will answer all you shipping to Malaysia and
questions and enquiries. We recommend you read this page thoroughly
for your own good. Get all you questions answered before we come
and collect your packages so that they can go on board safely!
3. BOOK for
your FREE collection.
Once everything is ready, book your collection of the boxes for
free, and we promise for the boxes to be collected less than a week
from the date of booking. We also offer guaranteed collection date
from only £25 extra per box. Price may vary based on our
availability. Please note guaranteed collection date is limited and
fully depend on the availability.
4. Final Check before COLLECTION.
Your final check before collection; Make sure all packages are
packed securely and not excessively heavy and overweight. This is
to make sure your packages to be handled safely. Make sure all
boxes are marked with number and destination details. We do print
the label for you, but writing these details on the 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 in hand for our driver to refund the money or deducted
the amount on the invoice. We apply strict refund policy so make
sure you have the original receipt in hand for any refund. Cash
upon collection is the most preferable method, or otherwise just
ask the driver how you can make the payment online. We now accept
major credit and debit cards and the drivers always carry payment
device with them. We would need the payment to be cleared before
any shipment can be allowed on board.
6. Items in Transit.
Now everything in place, make sure you receive a tracking number
and a copy of a waybill stated number of parcels which has been
collected, the amount of payment to be made is correct, and the
driver have signed the form with 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 firstname.lastname@example.org to get update on the progress of
7. Receive your SHIPMENT on time.
Put the targeted date of delivery on your calendar, we will make
sure they are being delivered exactly on time as promised!
SHOULD I START PLANNING MY SHIPMENT?
You should plan your shipment
as early as you can, EdEx® recommend you start plan your moving at
least a month in advance so you will save the hassle of moving. Our
helpful customer service team can always provide free advice on
planning your shipment. We can be found at 01612029388 or email@example.com
IS MY SHIPMENT BEING INSURED?
- All consignments are covered free of charge for loss or damage
up to a maximum of £100 in value (per consignment not per box).
This is subject to the Enhanced Transit Liability terms and
- If you wish to purchase enhanced transit liability you may do
so by declaring the value at the end of the booking process.
- The value entered should represent the full replacement cost of
the entire consignment. In the event of a partial loss or damage
the settlement figure will be calculated as a proportion of the
total insured value.
- The minimum premium is £5 which will give cover up to £150 in
value For cover over £150 the premium is calculated at 3% of the
declared value. We have listed some examples below.
- The maximum value we cover is £1000 per consignment - please
contact us if you require a higher value.
- Enhanced Transit Liability does not give cover for losses
incurred by delay. The declared value should be the replacement
cost of the goods, and not the sale value. The declared value is
not displayed on the air waybill or labels and should not affect
the declared value for Customs (if applicable).
THERE ANY EXCLUSIONS TO THE ENHANCED TRANSIT
Prohibited or Restricted Items
We cannot offer cover for any items which appear on the relevant
carriers Prohibited or Restricted Items list. In addition,
there are also goods we can carry but not offer Extended Liability
Cover. These include but are not limited to the following:
- plaster, china, pottery and ceramics
- liquids or alcohol
- cosmetic item
- objects of art
- documents and vouchers
- memory cards
- other data or image carrying goods
If you do send such goods we recommend that you arrange
insurance yourself or if you are unsure if your goods will be
covered please contact us.
A claim for lost or damaged goods will be rejected if the items
are missing from the original packing list or invoice.
In the event of a full settlement for damaged goods, they will
not be returned.
Enhanced Transit Liability Premiums are non-refundable once the
consignment has been collected.
Goods must be sufficiently packaged to withstand the rigours of
transit. Most carriers use automated sorting systems incorporating
conveyor belts and gravity chutes. Generally, packages should be
able to withstand a drop from waist height onto a solid floor. This
is especially relevant to heavier items which are inherently more
difficult to protect due to their weight in case of a drop. Claims
will be rejected if the damage is deemed to have been caused by
normal wear and tear.
HOW DO I MAKE A CLAIM?
Notification of intent to claim for damage must be made within
14 days of delivery (or 14 days from date the carrier has deemed
the goods to be "lost") directly to Edaran Express Int Ltd. If an
attempt is made to claim direct from the carrier this will
invalidate your claim with Edaran Express Int Ltd. A claim can only
be made by the person or Company contracted with Edaran Express Int
Ltd to organise the collection and delivery. Claims can also be
made in writing.
We will need the following information:
- A photograph of the damaged item(s) along with the
- A copy of the delivery note signed "damaged" or "unchecked".
Please note that we will reject any claim where the goods have been
signed for "In Good Condition"
- Proof of value for the entire consignment (receipt or purchase
invoice). Note that this must be your cost price and not your sales
price and we will only pay for the replacement value or repair of
- A repair quote or invoice/receipt for replacement parts (if
- Both the damaged item(s) and packaging must be kept
for inspection and not moved
- The damaged items must not be tampered with or repaired prior
To make a claim we will need the following information:
- A copy of the waybill / consignment note signed by
the driver on collection of your goods
- Proof of value for the entire consignment (receipt
or purchase invoice). Note that this must be your cost price
and not your sales price and we will only pay for the
replacement value or repair of the goods.
- A claim can only be undertaken once the Carrier had deemed
the goods as "lost"
Enhanced Liability Cover Restricted Items
Our trusted partners all have their own prohibited and
restricted items lists which change from time to time. We have a
general list published on our website which you can use as a guide.
If in doubt please check the website of the relevant carrier or
call our customer service team
The following items cannot be covered on our Enhanced Transit
Restricted and Prohibited parcel
items may vary depending on your carrier. The following information
is intended as a guide, however we always recommend that your check
the restrictions of your chosen carrier via their website.
We also recommend that you check with customs at the destination
country that you wish to send to, as each country has different
policies as to what will be accepted into the country. If you are
in any doubt, please contact our customer service team.
- Prohibited items will not be accepted on
to any of our services.
- Restricted items can be sent but will not
be covered against loss or damage.
The following items can not be sent on any of our services:
- Ammunition (cartridges for weapons)/Gunpowder
- Weapons/Detonators/Weapon Parts
- Fire Extinguishers
- Safety Matches/Torch or Cigarette Lighters
- Airbags for Cars
- Life Jackets & Self-Inflating Rafts
- Seat-belts & seat-belt pretensioners
- Camping Stoves and Fuel containers
- Complete firearms and firearm parts,
ammunition, explosives, weapons
- Fuel (Cooking fuel or any other flammable liquids)
- Compressed Air/Gas Cylinders
- Mercurial Barometer or Thermometer
- Hair Curlers containing Hydrocarbon Gas
- Cleaners and Solvents
- Liquid Bleach/Chlorine
- Wet-Cell/Lithium Batteries
- Radioactive Material
- Infectious Substances
- Pepper Spray
- All illegal drugs including Khat. If illegal drugs are found,
the police and/or HM Customs will be informed immediately.
- Prescription drugs and pharmaceutical products
- If Khat is found in your shipment, you will be fined £100
- Tobacco and Tobacco Products
- Alcohol / Alcoholic Beverages
- Articles of exceptional value (e.g. works of
art, antiques, precious stones, gold and silver)
- Christmas Crackers
- Cash (including cheques or any other vouchers with a face
- Credit and/or Debit bank cards
- Designer clothing, apparel, accessories over £250
- White goods
- Animal Fur/Skin
- Living or Dead Animals (including fish, insects, larvae,
- Animal products (including but not limited to ivory, fur
and garments trimmed with fur)
- Perishable food or items that require a
temperature controlled environment
- Body parts, human remains or ashes
- Medical samples (including but not limited to
bodily fluids and tissue samples)
- Electronic Items - In total no more than 2
electronic items per package i.e. desktop computers, MP3
players or any other electronic components. The package must not
contain any lithium batteries and The package must not exceed
£1,000 in total value
- Flowers and plant products
- Illegal goods (these are goods which are considered illegal in
the origin, the transit points and/or the destination
countries and would include but not be limited to pirated
goods, counterfeit goods and narcotics)
- Imitation (replica) firearms, toy guns, weapons, explosive
devices or ammunition
- Mobile Telephones - No more than 2 mobile phones
with accessories. The entire package may not contain more than
2 lithium batteries which must be contained within the mobile
telephones. The package must not exceed £500 in total
- Nail Vanish/ Nail Varnish Remover
- Non-flatpack Furniture
- Precious Metals or Precious Stones
- Jewellery (low value costume jewellery can be accepted -
worth no more than £50)
- Personal Data - Packages containing unencrypted personal
data in electronic format
- Personal effects to certain countries
- Pressurised canisters (i.e. hairspray, deodorant, etc)
- Stamps of unusual value
- LCD TV's (UPS services only)
- Semen/Blood/Lab Samples
- Tax stickers / banderols
- Printer Ink & Toner Cartridges
- Watches with an individual value over £250
- Dangerous / hazardous goods including but not limited
to perfumes, aftershaves, aerosols,
flammable substances, loose lithium
batteries, dry ice, biological substances, UN classified dangerous
goods and any goods specified as such
under International Air Transport
Association regulations ("IATA"), the Agreement on Dangerous
Goods by Road ("ADR") or International
Maritime Dangerous Goods ("IMDG")
JUST ASK THE DRIVER SHOULD YOU NEED TO TAKE YOUR COVER!
HOW MUCH DOES IT COST?
All prices advertised on this website is 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 is 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
DO YOU SUPPLY FREE PACKAGING MATERIAL?
Yes we do supply free double wall
corrugated boxes for your packaging needs, and this is provided for
free. Free high quality packing tape is also available. You can
just make an order your free packaging
boxes online now.
DO YOU COLLECT DEPOSIT FOR THE FREE PACKAGING
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
HOW LONG WILL I RECEIVE THE PACKAGING
We will arrange delivery once 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 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 notice on the
night before delivery.
WILL I GET NOTIFIED FOR THE DELIVERY OF THE PACKAGING
Our operation team will send you sms on the number
provided during order, we will inform you on the night before
delivery being made, 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 PACKAGING MATERIALS BEFORE IT CAN BE
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
everytime you make any payment to us. Just ring us on 01612029388
or firstname.lastname@example.org for
CAN I RETURN ANY UNUSED PACKING MATERIALS AND GET MY MONEY
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
HOW DO I PACK MY PARCELS?
You can use your own packaging or we can supply you with
reinforced double walled cardboard boxes and tape for free. We have
2 standard sizes:
1. MAXI Box : 18x18x30inches (maximum of 40kg)
2. MIDI Box : 18x18x20 inches (minimum of 40kg)
They can be delivered to your door on a express next day service
for £15.00 inclusive VAT. Maximum boxes per
next day service order is 5 pcs. You can order more, but £15.00
will apply for every 5 pcs. We can also delivered 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
- Always use high quality materials for your shipments. Consider
strength, cushioning, and durability when selecting your wrapping
- Choose boxes made of corrugated cardboard, with good quality
outer liners. Use heavy-duty double-layered board for valuable
- 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
- Put fragile goods in the centre of a package; ensuring they
don't touch the sides. Your item should be well cushioned on all
- 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
- Protect your data discs, audio and video-tapes with soft
cushioning material around each item.
- Complete the address clearly and completely, using uppercase
letters when handwriting labels to improve readability for DHL
- 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
- 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
- Do not consider "Fragile" and "Handle with care" labels as a
substitute for careful packaging. They are only appropriate for
- 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 ITEM?
We accept any kind of goods except
those which are in our prohibited and restricted list. For fragile
item, you would need to make sure it has been packed properly as we
will not responsible for any damage caused by inappropriate
DO YOU ACCEPT ELECTRONIC ITEM?
Yes we do accept 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 general item. If you require packing service for
fragile item, clothing, furnitures etc, just get in touch with our
customer service team to get a quote so that we can make sure this
can be done.
CAN I BOOK THE COLLECTION ONLINE?
Yes in fact that is the easiest way to place a booking. Just go
to our book online page for collection
DO YOU COLLECT THE PARCELS FROM MY HOME?
Yes we collect your parcels from any address in the UK. Even if
it is on the 4th floor of a building with a broken elevator, we
will try our best to help you during collection. 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 sometime we might can come on the same
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 ic of the shipper as well as a
packing list stating what are packed inside your parcel. Kindly
pass these documents to the driver during collection.
HOW LONG IT WILL TAKE FOR YOU TO COME AND COLLECT MY PARCELS
WHICH ARE READY?
Once we received your booking, we will put you on the next
available schedule. Sometime it can be on the same day, but the
latest it can be up to 7 days from the date of collection booking
DO YOU OFFER GUARANTEE COLLECTION DATE?
Yes we do offer guarantee collection date. However, this 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 extra payment required for this
premium service. Get in touch with us at 01612029388 or
email@example.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 day 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 notifying you that we are coming
for the collection 1 day before with 2-3 hours collection
HOW DO I MAKE THE PAYMENT?
We now take major credit/debit cards for immediate payment to
the driver during collection. You may also opt for payment over the
phone if you prefer. Cash payment is an option that is available.
Our driver are fully trained to handle cash and issue 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 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
receipent address which is located more than 2 floors without
elevator at the destination. Please check with our customer service
team for unloading surcharge to apartment with no elevator. Free
delivery is included up to receipent door only. The charge is
excluding sorting the parcels inside the designated receipent
IS THERE ANY OVERWEIGHT CHARGE?
Yes we do charge overweight to make sure all consignment are
sensible to handle. Should the box weigh heavier thant 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.
IS THERE ANY MINIMUM CHARGE?
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
HOW LONG IT WILL TAKE FOR YOU TO DELIVER THE GOODS AFTER
ARRIVAL 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 receipent for the delivery of the
goods and it is crucial for the receipent to be able to attend the
delivery. Should the receipent 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 receipent 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
DO YOU OFFER GUARANTEE DELIVERY DATE?
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 extra payment required for this premium service. Get in
touch with us at 01612029388 or firstname.lastname@example.org for
DO YOU GUARANTEE DELIVERY TIME?
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 day before we come
with 2-3 hours windows so that you can be ready.
WILL I GET NOTIFIED FOR THE DELIVERY?
Yes we will contact you by sms or phone calls notifying you that
we are coming for the delivery 1 day before with 2-3 hours delivery
window. No email will be used as medium of notifications.
CAN YOU DO LOCAL REMOVAL?
Yes we can serve local removal to anywhere in the UK. Just
contact us at 01612029388 or email us at
email@example.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 days for collection with 1 day advance
notice as well as the delivery it could take up to 7 days from the
date of collection and we will notify you a day before we
HOW DO I PURCHASE 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, he will issue you
with the insurance invoice and provide a copy of the insurance
HOW LONG IT WILL TAKES FOR THE PARCELS TO REACHED ITS
We target all shipment to reach West Malaysia (Semenanjung) in
7-10 weeks from the collection date and 3-5 weeks further for East
Malaysia (Sabah and Sarawak). Please note delay can happened for
some reason and we will not liable for any losses occur due to the
delay. However we will always at our best endevour to make sure the
delivery of the parcels being made on time as promised.
CAN I TRACK MY PARCELS ONLINE?
Yes you can however we are still developing the system. At the
meantime, just get in touch with our customer service on 0161 202
9388 or email to us your docket number to firstname.lastname@example.org
for your shipment update.
WILL I GET NOTIFIED WHEN THE PARCELS ARE DUE 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
WHAT CHARGES DO I HAVE TO PAY AT DESTINATION?
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.
CAN I COLLECT MY GOODS AT THE DESTINATION?
Yes you can arrange self collection
at our depot in Malaysia located at Amari Business Park, Batu
Caves, Selangor. Please note self collection is available upon
DO YOU OFFER ANY DISCOUNT?
We don't offer any discount
basically as we already keep our prices at the lowest
HOW DO I AMEND MY BOOKING?
Just ring our customer service team
at 01612029388 or write to us email@example.com
for any amendment.
I HAVE QUESTION THAT IS NOT COVERED HERE, TO WHOM SHOULD I
Simply call us
on 01612029388 or write to