1. Do I need to pack my item before sending/pickup process?

Yes, you can refer to our packaging guidelines. However, you can opt for our add-on or customise packaging (additional rates may apply).

2. When is the collection time?

The pickup time is made on working days only.

Mon to Sat (13.00-1800 hrs local East Malaysia states) OR through special/customised arrangement from both parties agreed on.

3. What if my parcel’s pickup does not happen or was not given within the time slot allocated?

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.

4. Can I use Third Party Collection?

Yes, it is the customer’s responsibility to ensure there Lis somebody at the third-party collection address to hand the goods to the transporter.

5. What is a volumetric calculator/volumetric weight means?

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.

6. How to print the Waybill?

The Waybill will be emailed to the customer after the check-out/booking has been made.

7. What happened if there are weight discrepancies?

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.

8. How long my order will be saved?

Your order/booking will be always available in your ARKOD account.

9. Who can I contact for queries for ARKOD services regards to quantity/bulk deliveries quotation for corporate rate?

Please go to “Customize Plan” and fill in the details. Our team will contact you as soon as possible.

10. Do you offer bulk deliveries quotation or corporate rates?

Yes, click “Customize Plan” our team reach out to you for further enquiries.

11. Can I cancel my order after submitting for delivery request/confirmation? / What will happen if I cancel my order?

  • Yes, for forwarding only can cancel within 1 day after the booking made.
  • For Door to Door also can be cancel within 1 day, but booking status after In Progress cannot be cancel anymore.
  • If the order/booking exceeds 1 day, you need to contact us via hotline/message right away.
  • The process of ARKOD account refund will be in accordance with the terms and conditions.

12. How to cancel my order?

Cancel your order/booking through our website or Login to your ARKOD account and contact our customersupport@arkod.com.my

13. When will my E-credits (Arkod Points) expire?

  • 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”).

14. What is the maximum size limit for Door to Door service?

Size specification (cm)
  1. 100 x 100 x 100 (L x W x H) [40-90 KG]
  2. 30 x 30 x 30 (L x W x H) - Express [1 - 30 KG]
  3. 60 x 60 x 50 (L x W x H) - Express [1 - 30 KG]

Other than the mentioned size, you can opt for our “Customise Logistic Service”.

15. How to use the parcel photo upload function?

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.

16. How does ARKOD charge for additional insurance coverage?

5% insurance coverage as standard. However, rate changes may apply based on the value of the parcel.

17. I have made an error during E-wallet top-up via online transfer with less than the minimum top-up amount. What should I do?

The customer is required to add/Top-up their ARKOD account (credit) based on ARKOD minimum credit Top-up for a smooth transaction in the future.

18. What modes of payment can I use for the ARKOD logistic services?

Direct Payment, FPX Online Banking, Online Transfer, senangPay, Duit Now, Master & Visa.

19. What happens if my parcel or item is still not ready during pickup time?

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.

1. How to track my item/parcel?

Click on the “Track & Trace” menu option OR Login to your ARKOD account and find “Track & Trace” – enter your tracking number.

Do note that the Track & Trace details are only available after the collection of consignments.

2. I want a Delivery Order (DO)/ Waybill to be returned to me after delivery. What should I do?

You may contact our hotline or email our customersupport@arkod.com.my for further enquiries.

3. What if my parcel is lost & damaged?

You may contact our hotline or email our customersuppport@arkod.com.my to further your issue.

4. What if the receiver/consignee is not present/available to receive the item/consignment?

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.

5. What if the status of the parcel shows undelivered? Will there be another delivery?

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.

6. How do I know if my parcel has been delivered?

The delivery status will be shown/updated in our “Trace & Track” menu option.

7. How to print the Invoice Report?

The Invoice Report will be generated automatically after Checkout OR you will be notified through an email.

8. How to refund my order?

You may contact our hotline or email customersupport@arkod.com.my to further your enquiries.

9. How to return my order?

You may contact our hotline or email our customersupport@arkod.com.my to further your enquiries.

2. What is the purpose of scanning QR the code?

To provide ease of operation for the delivering agent to update delivery status and view a specific task description through the waybill “QR code”.

3. What if an accident occurs, loss or any unfavoured circumstances happen in the process of delivering?

The compensation of loss or damaged item will be covered by the agent.

4. Can I change the collection/pickup time with the customers?

Yes. The agent is required to inform ARKOD customer support and the customer before collection/pickup time.

5. What is the meaning of “manpower required” under the additional service/special request?

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.

6. What should I do if the parcel cannot be delivered on the stated date?

Delivery Agent should update “Undelivered” with reason if the customer is not available or request to change the delivery date.

7. Can I cancel my delivery after accepting the delivery task?

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.

8. What if the sender or receiver is not present during the pickup time/delivery of the parcel/item?

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.

9. Do you accept sub-contractors?

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.

10. How do I get paid after completing the task/ successfully delivering the parcel?

Agents send or email their invoice report of successfully delivering status to billing@arkod.com.my

The payment will be transferred to the agent account/bank every fortnightly, Friday.

1. How do i prepare the inventory shipments for E-fulfilmet Service's facility?'

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.

2. How Long Does the Receiving Process Take?

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.

3. Is there any inspection for my items/products/goods when you receive them?

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.

4. What happens if my stock arrives damaged?

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.

5. What should I do if the quantity of my goods is lesser or greater than expected upon receiving?

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.

1. Do You Have Any Maximum Or Minimum Storage Requirements?

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.

2. Is there a minimum rental period?

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.

3. How much do you charge for Long-term Storage?

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.

4. How Do You Charge for Storage?

We charge the storage for the space that you are using at any given time per month. Please refer to our E-Fulfilment Service Prices list.

5. Do All Items/Unit Need to Have Barcodes?

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.

6. What types of security does your warehouse provide?

Security cameras, smoke hatches, fire sprinkler systems, fire extinguishers, security guards and round-the-clock alarm monitoring are all present at our warehouse.

7. Do you have any supporting equipment or machinery to handle the warehouse's stock or inventory?

Yes, we have sliding rails, forklifts, pallet jacks, racking, and a crane to move your inventory.

8. Are there any certain items that are prohibited to store in your 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.

9. Do You Have A Refrigeration Section In Your Warehouse?

No, we don't work with frozen or chilled goods because we don't have a refrigerated section.

10. What if I choose the wrong size of storage?

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.

11. How often can I access my storage space or inventory?

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.

12. Are my items/products/goods are insured?

The maximum insurance coverage is RM1000. Extra insurance coverage is available upon request.

13. Do I need to sign a contract to rent a storage space?

Yes. You can refer to our Terms of Service regarding the (PICK & PACK - E-commerce Fulfilment, Storage and Delivery Service Terms & Conditions).

14. What is the duration of the notice if I want to move out or opt-out from the Pick & Pack service?

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.

15. Can I (myself) and/or I authorise other person do pickup/deliver the items?

Yes. Please inform us 24 hours in advance. Do provide us your authorisation letter with other related identification documents - vehicle’s driver (for representative).

1. Which Shipping Carriers Do You Use?

dhExpress and other reliable shipping carriers or transporters

2. When you get an order, how soon do you ship it?

Within 2-5 days business days after receipt, orders are dispatched.

3. What areas does your shipping support?

We support domestic shipping across Malaysia.

4. Do My Shipments Come With Tracking?

Yes, all shipments come with free tracking, you can go to our tracking page here.

1. Do You Accept Orders That My Customers Return?

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.

2. How Do You Handle Returned Orders?

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.

3. Can You Test My Products After They've Been Returned?

On returned products, we can perform specific quality control tests. Please contact your sales representative for additional details.

4. What Happens If An Order Must Be Returned Because Of A Picking Or Packing Error?

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.

5. How do you charge for extra or additional boxes for packing?

You can check the proposal provided by our sales staff, which includes a list of package prices.

1. Is there a logo for eFulfillment Service on the boxes?

We may include our logo on any related delivery purposes, such as the waybill.

2. Can I Use My Own Packaging?

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.

3. Can you help me to pack my items/products/goods?

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.

4. I don’t need packaging for my separate or individual items.

External wrapping/cover/pouches are compulsory for Delivery Order (D.O.) labelling purposes, especially for unwrapped/unpacked individual items.

1. What additional services do you provide?

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.

What method of payment do you accept?

  • Bank Transfer (inclusive of any online type of transfer)
  • FPX Internet Banking
  • Credit / Debit Card Payment
  • Cheque payment
  • Cash payment at the service provider's location
  • e-Wallet • ARKOD Points (AP) / (ARKOD Credit Account)