FAQs

FREQUENTLY ASKED QUESTIONS

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1. General Information
What is SPDY PARCEL?
SPDY PARCEL is an online parcel booking platform that partners with multiple courier services to offer affordable shipping rates for users across Malaysia.
How does SPDY PARCEL work?
SPDY PARCEL allows users to:
1. Top up their SPDY Wallet to book shipments.
2. Enter parcel details (size, weight, destination).
3. Choose a courier service that suits their needs.
4. Drop off the parcel at the selected couriers hub or request a pickup.
5. Track shipments via the SPDY PARCEL platform.
Who can use SPDY PARCEL?
SPDY PARCEL is designed for:
- Individuals sending personal parcels.
- E-commerce sellers looking for affordable shipping solutions.
- Businesses needing bulk shipping services.
2. Account & SPDY Credit
How do I create an account?
You can register by visiting our website and clicking on "Sign Up". Enter your details, verify
your email, and you are ready to start shipping.
How do I top up my SPDY Credit?
We accept the following payment methods:
- Online Banking (FPX, DuitNow, Maybank2U, CIMB Clicks, etc.)
- Credit/Debit Cards
- E-Wallets (Touch n Go, GrabPay, Boost, etc.)
How long is my top-up valid?
- Your top-up balance has an initial validity period (either 90 or 180 days, kindly check your specific package). After this period, the remaining balance enters a one-year (365 days) grace period. To prevent this remaining balance from expiring permanently at the end of the grace period, you must top up with any new package before the year is up. Failure to top-up within this one-year grace window will result in the forfeiture of the remaining balance
Can I withdraw funds from my SPDY Credit?
No, top-ups are non-refundable and cannot be withdrawn.
3. Shipping & Courier Services
What courier companies does SPDY PARCEL work with?
We partner with leading couriers, including:
- J&T Express
- Best Express
- J&T Cargo (for shipments over 30kg)
- New services providers will be added as we continue to expand our network of partners for both domestic and international shipping.

What can I send using SPDY PARCEL?
You can send:
-Documents
-Small to large packages
-Heavy cargo shipments (via J&T Cargo)


Prohibited items include:
- Hazardous materials.
- Firearms and ammunition.
- Cash, jewelry, or valuable items.
- Perishable goods without proper packaging.
How do I book a shipment?
1. Log in to your SPDY PARCEL account.
2. Enter shipment details (weight, dimensions, destination).
3. Choose a courier based on price and delivery time.
4. Make payment and print the shipping label.
5. Drop off or schedule a pickup.
Where can I find my Air Waybill (AWB)?
1. Log in to your SPDY PARCEL account.
2. Click on "My Shipments" from the dashboard.
3. Locate your booking under "Recent Bookings" or "Completed Bookings".
4. Click on the booking reference number.
5. Download your AWB as a PDF and print it.

Important Notes:
- Print and attach the AWB securely to the parcel before pickup or drop-off.
- Contact SPDY PARCEL customer support if you are unable to retrieve your AWB.
Can I request a parcel pickup?
- Yes, pickup services are available for selected couriers.
- Pickup fees may apply, depending on your location and courier selection.
4. Pricing & Weight Calculation
How are shipping fees calculated?
- Actual weight or volumetric weight (whichever is higher).
- Destination and selected courier service.
What is volumetric weight, and how is it calculated?
Volumetric weight is used when a parcel is large but lightweight.
The formula is: (Height (cm) x Width (cm) x Length (cm)) / 6000
What happens if there's a weight discrepancy?
If there's a difference between the weight declared and the verified weight:
- Automatic Adjustment: Additional charges based on the verified weight will be automatically deducted from your SPDY Wallet.
- Notification: You will receive a notification with details of the discrepancy and deduction.
Can I dispute a courier's weight adjustment?
- Contact customer support within 7 days of notification.
- Provide clear photographic evidence showing:
- The parcel on a weighing scale.
- Parcel dimensions.
- Original shipping label attached to the parcel.
What if I don't dispute within 7 days?
Failure to dispute within the given timeframe indicates acceptance of the charges.

Why is accurate weight declaration important?
- Prevents unexpected charges.
- Avoids shipping delays due to re-measurement or disputes.


5. Delivery, Delays & Parcel Issues
What is the estimated delivery time?
- Local: 1-2 working days
- Interstate: 2-4 working days
- East Malaysia: 3-7 working days
What should I do if my parcel is delayed?
- Track your parcel using SPDY PARCELs platform.
- Contact support if delayed beyond 5 working days for interstate and 7 days for East Malaysia.
What if my parcel is lost or damaged?
- File a claim directly with the courier.
Compensation is subject to the courier's terms and conditions.
6. Returns Policy
Can I cancel my booking after payment?
- Cancellation is not allowed after processing unless the parcel has not been picked up.
Refund Policy for Top-Ups
Non-refundable unless:
1. Duplicate transactions due to system error.
2. Unauthorized top-up reported within 24 hours.
3. Service failure preventing booking.
Refund Policy for Shipments
Refunds are only provided if:
- The courier fails to process the shipment.
- The parcel was never picked up.
- A technical error caused incorrect charges.

Disputes for Overcharged Shipments
- Submit within 48 hours of notification.
- Provide necessary evidence.

Parcel Return Policy
- No refund for returned parcels.
- Additional charges may apply based on courier policy.
7. Customer Support & Assistance
How do I contact SPDY PARCEL customer service?
You can reach SPDY PARCEL via:
- Email: info@spdyparcel.com
- Live Chat: Available on our website
What are SPDY PARCELs support hours?
Our support team operates:
Monday - Friday: 9:00 AM - 6:00 PM
Saturday: 9:00 AM - 1:00 PM
Sunday & Public Holidays: Closed
Does SPDY PARCEL offer business accounts or bulk shipping discounts?
Yes, we offer special rates for high-volume shippers. Contact our sales team for custom
pricing.
8. Security & Privacy
How does SPDY PARCEL protect user data?
We follow strict data protection regulations and never share personal data with third parties,
except for shipment processing.

Can I delete my SPDY PARCEL account?
Yes, account deletion can be requested via customer support.

9. Premium Coverage
What is SPDY Parcel Coverage?
SPDY Parcel Coverage is an optional service from our partner that allows users to add financial protection for their parcels valued between RM 200 and RM 5,000 during transit
Why should I add coverage to my parcel?
Adding coverage provides you with financial security in the event that your parcel is lost or damaged during shipping.

What is the value range for parcels eligible for coverage?
Parcels with a declared value between RM 200 and RM 5,000 are eligible for coverage.
How much does the coverage cost?
The surcharge for coverage is calculated at a minimum of RM 5 or 1.5% of the declared value of your parcel, whichever is higher. For example, if your parcel is valued at RM200, the coverage cost would be RM 200 x 0.015 = RM 3, therefore the minimum charge is RM 5.
Is the coverage mandatory?
No, the SPDY Parcel Coverage is an optional service that you can choose to add to your shipment
How do I add coverage to my parcel?
You will typically have the option to add coverage during the parcel booking or shipping process through our platform or app. Please look for the coverage option before proceeding to pay for your shipment.
When does the coverage become active?
The coverage becomes active once your parcel has been successfully picked up by our designated courier partner and is active for a maximum of 14 days from the collection date to the date of delivery by our courier partner.
Can I cancel the coverage after adding it?
Once your parcel has been picked up or collected by our courier partner, the surcharge fee for the coverage is non-refundable.
How do I file a claim if my covered parcel is lost or damaged?
To file a claim, you will need to submit a support ticket through our app or website and our Customer Service Representative will assist you with your claims. Please provide all the required supporting information as requested in the ticket form.
What supporting information is required for a coverage claim?
The required supporting information may include (but is not limited to):
* Your tracking number.
* Proof of the parcel's original value (e.g., invoice, receipt).
* Photos of the damaged parcel and packaging (if applicable).
* Letter from the courier company confirming the loss or damage or the item.
* Investigation report from the courier company.
* A detailed description of the damage or the circumstances of the loss.
* Any other information requested by our Customer Service representative.
How long does it take to process a coverage claim?
The processing time for claims is within 14 business days from the date of submission of the relevant documents from the sender to our coverage partner. Our Customer Service representative will keep you updated on the progress of your claim.
Who will assist me with my coverage claim?
Our dedicated Customer Service representatives will guide you through the claims process and help you accordingly.
What is the maximum payout for a coverage claim?
The maximum payout for a successful claim will be the declared value of your parcel, up to the maximum coverage limit of RM 5,000.
Important Notes
* Please ensure that the declared value of your parcel accurately reflects its actual value.
* Coverage applies only to loss or damage that occurs while the parcel is in the possession of our courier partner.
* You may refer to our appointed coverage partner for the excluded items
https://www.xpresscover.com/excluded-items
10. Cash On Delivery
How to create a COD order?
Customers will need to select the Cash On Delivery option by inputing the COD amount.

Once the COD amount is keyed in, the COD service charge will be deducted from the total collectable amount upon remittance.
When will the payment be remitted?
Customers will need to put in a payment request via the COD list and all payments will be remitted within 24 hours for Mondays to Thursdays. Requests made on Fridays, Saturdays and Sundays will be remitted on the following Monday. For public holidays, remittance will be made the following working day.
How to request for the COD remittance?
Under COD List in Manager Orders, users will see the list of shipments under “To Withdraw” status.

To request payment, the user will need to select which order to withdraw upon submission and this is non-reversible.
How to check the COD remittance?
Requested payments for orders will be changed to “Requested Withdrawal” and the remmittance will follow our payment cycle as mentioned above.
Where is COD service available?
COD service is available for domestic service only and supported by our express service providers. No COD service available for international or bulky delivery.
What happens if the COD amount is not collected?
If the goods have been delivered with proof of delivery, the courier company will be fully responsible and will compensate according to the cash on delivery amount.
11. Referral Program & Reward Points
How our referral program works?
When you (User A) successfully introduce a new user (User B) to our platform. You (User A) will receive RM5.00 referral commission if User B downloads the application and completes a first top-up of RM268 or more within a period of thirty days, according to the program’s Terms and Conditions.

Please note that the referral commission is only triggered if the referred user's (User B's) initial top-up meets or exceeds RM268. For instance, if User B downloads and completes a first top-up of RM18, no referral commission will be awarded to User A
How does the reward points system work?
Our rewards program is simple: spend RM 1.00 to earn 1 point. You can then redeem every 1,000 points you accumulate for RM 5.00 towards eligible purchases or rewards, according to the program's Terms and Conditions.

This FAQ provides clear and transparent information for SPDY PARCEL users.

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