Please inform us via hotline/message or email customersupport@arkod.com.my right away. If the courier is found to be at fault or due to any beyond circumstances such as (weather, traffic conditions, store loading and wait times, and other unexpected barriers to loading or unloading. We will inform you of the new pickup date for the next day.
Last-minute pickup rescheduling by the customer is not encouraged. However, for unavoidable situations, you may reschedule the pickup from the shipment menu within 6 hours via our website.
Also refer to “dimensional weight”. It is a billing technique that measures a package's length, width and height. Our system automatically calculates the correct volumetric weight for your consignment/parcel.
For parcels under declared weight, ARKOD will charge the difference at our full tariff rate. The full tariff will be charged automatically via deduction of your ARKOD account and you will be notified by email.
E-credits (Arkod Points) are valid for 18 months from the top-up date.
This means that the points' validity is reset/will start counting once every top-up is made.
There will be no refund of credits upon expiry/if no top-up is made after 18 months (the remaining points will be deducted from your account “reset to zero points”).
Customer/Consignor are encouraged to upload the item’s/parcel’s photo (Format: jpeg, png, pdf) with a maximum size of 1MB for our reference, assist for packaging guide, item/parcel size estimation, etc.
Ensure that your parcel or item is ready for pickup on the designated date & time. Charges will apply correspondingly, with deductions from the credit on your ARKOD account for the unloaded item or an empty truckload on that day.
The carrier driver from certain companies may leave a calling card at the doorstep requesting manual collection OR we will inform you of the delivery rescheduled for the next day. Otherwise, the consignment may be returned to the depot. The consignee can pick up their goods or parcel from the depot.
Undelivered status indicates the driver has failed to deliver the parcel. This happens when the receiver is not present to receive the parcel. The receiver may reschedule the pickup by contacting our hotline or emailing us at customersupport@arkod.com.my
If the courier is found to be at fault or any beyond circumstances such as (whether, working hours, traffic conditions, store loading and wait times, and other unexpected barriers to loading or unloading, we will inform you of the reschedule for the next day.
Manpower required means the Van/Lorry driver needs to bring an extra helper to assist in the loading and unloading. The number of manpower required would mean the number of helpers requires, not including the driver.
Once the task/assignment is accepted, it CAN NOT be cancelled unless there are last minutes changes. Please notify or provide your reason. Multiple cancellations will lead to your account suspension.
Agents are required to call or reach out to the sender/receiver before pickup and delivery for their availability. Please reschedule the pickup/delivery time and date for the following available day. You can leave the parcel at the door ONLY with the consent/request of the receiver with proof of photos and SMS/message.
Yes. If you are interested, please sign-up for our agent account and email us your interest. Our agent application form can be found at https://arkod.com.my/ - Agent Application.
We will contact you to further your application and discuss your future task.
Please provide a master packing slip and individual packing slips for each carton that outlines the contents of a shipment as a whole. It should list the SKUs (stock-keeping units) and quantities of the items included in the shipment. Additionally, ensure that each unit has scannable barcodes because it allows the receiving team to quickly and accurately scan and track the items as they are received. If the items in the shipment do not have barcodes, E-fulfilment Service's team can label them for you.
The receiving process depends on the size of the shipment, the number of items being received, and the complexity of the receiving process. In some cases, it may take longer than 2-3 days to complete the receiving process if there are issues with the shipment or if there is a high volume of incoming goods.
Yes, we do inspect a portion of the items during the receiving process to ensure that the merchandise is in good condition and matches the descriptions provided on the packing slip or invoice. If you need specific requirements to inspect your item, we can accommodate that request.
We will take note and photograph the item(s) and the corresponding packaging, and notify you immediately. If any issues are discovered during the inspection process, they can be addressed before the items are added to the inventory.
Promptly communicate with the supplier. Notify them about any discrepancies in the received goods as compared to the information in the referred documents such as Warehouse Management System (WMS), Inventory Management System (IMS) records, and Delivery Orders (D.O). This ensures accurate record-keeping and allows the supplier to address the situation and resolve any issues related to the quantity difference.
We offer 2000 KG of spacing per month and using per square feet methods. For rates you may refer to our E-Fulfilment (Pick and Pack) Service Prices.
Another option, you may send a customise storage request. Our minimum storage is 0.5 per cubic meter/1 pallet. However, if you need extended storage space or require specific storage spaces, you need to subcontract for additional warehouse storage, space, and related services as necessary at the rates agreed with the service provider.
We provide 3, 6, and 12 months of storage which vary depending on the promotional offers. The rates may refer to E-Fulfilment (Pick and Pack) Service Prices. For other options, you may request using per cubic metre per month. This is a variable charge, billed on a monthly basis depending on storage space usage. Unless specified otherwise, the customise storage period or spacing are depending on both party’s agreement through a contract.
No, there is no surcharge or higher cost for long-term storage. For inventory storage/pick and pack, our clients are charged the same amount regardless of how long their items are stored in our warehouse. You may refer to our E-Fulfilment (Pick and Pack) Service Prices with packages for the add-on.
Yes, scannable barcodes must be present on each of your individual units. If your products don't have scannable barcodes when they arrive at our warehouse, we can label them for you.
Security cameras, smoke hatches, fire sprinkler systems, fire extinguishers, security guards and round-the-clock alarm monitoring are all present at our warehouse.
Although we work with the vast majority of consumer goods, there are some that we don't, such as unpackaged food, frozen food, some hazardous commodities, firearms or ammunition, pornography, and exceedingly high-value goods.
Please cancel your booking/order through our website or directly contact admin@arkod.com.my or customersupport@arkod.com.my for full details of the issue.
Please inform us 24 hours in advance to make sure that we prepare you with the safety guidelines before entering the warehouse. Your safety is our top priority. Provide us with the autorised letter or any authorise related documents beforehand. You or your representative can access the warehouse during business hours (9.00 a.m.–5.00 p.m.) for the inventory inspection.
Please provide us 30 days notice in advance to make sure that the move-out process is done in a proper manner as stated according to the terms & conditions. This entails any transaction, payment or liabilities to be resolve through the correct procedures.
Yes. Please inform us 24 hours in advance. Do provide us your authorisation letter with other related identification documents - vehicle’s driver (for representative).
Yes. You can inform your customers to return orders to our facilities. This can be done using the packing slip that we include with each item and your company's return policy.
We will follow the return instructions provided by your account manager throughout the setup process. This might involve replenishing undamaged products and consolidating or eliminating any damaged merchandise.
If an order is returned due to a pick or pack fault, eFulfillment Service will instantly send a replacement order to your customer at no extra cost. In addition, we will attempt to determine the source of the issue in order to avoid it from happening again in the future.
In some cases, we allow clients to use their own shipment packaging. Please contact us or your sales representative for further information on your packaging requirements.
Yes, we offer packing services, which are optional. You can find the option for the add-on service on our website in the E-Fulfilment / Pick and Pack Service section. And also, if you need products that require special packaging or label printing and tagging, or bundling and/or pairing for products such as goodie bags, or even loose pairs of shoes in parcels, send us the details via sales@arkod.com.my and we will quote you the charges.
We provide add-on services such as Pre-packing, Outbound for Bazaar, Stockist and etc., box assembly, printing, shrink wrap, pallet wrap/supply and other services upon request with agreed charges.
