Frequently Asked Questions (FAQ)

General

Follow these steps to place a booking with us:
1) Login to your account.
2) Choose "Send a Parcel" from the side menu.
3) Select your desired service type (pickup or dropoff).
4) Enter the sender and recipient particulars. Save your frequently used addresses in the Address Book for easy access in the future.
5) Enter your parcel details and click "Add New".
6) Once you're done, click "Place Booking" to proceed to your Booking Cart or the Checkout page.
You can contact us in the following ways:
(a) Phone line: +6012 429 8650
(b) Email: enquiries@xendnow.my
Please note our working hours are Monday-Friday, 8.00am-6pm. Saturday, 8am-12:30pm
Kindly refer to our Prohibited Items List.
XendNow is committed to protecting our customers’ privacy. Kindly view our Privacy Policy here.
If you are sending a bulky, long or heavy parcel, you are required to check Volumetric Weight and Actual Weight of your parcel to avoid additional charges and delay in the shipping.
For example, if you are sending a bulky shipment:
volumetric weight
We will charge you according to whichever weight is higher.
You can get the volumetric weight for your parcel at our calculator page.
volumetric calculator

Special Handling

XendNow shall only be liable for the direct losses for damaged or lost items, but is limited to the following:
1. If the outside packaging is intact, any claim for damage to the consignment will be invalidated as the internal packaging fillers would not have been sufficient to protect the product inside.
2. The actual amount of loss or damages is based on the actual value/costs of the content as stated on purchase invoice of damaged or lost items or a maximum of RM300.00 for Special Handling shipments, whichever is lower, for each consignment note.
3. XendNow shall not be liable in any manner whatsoever for the death of live animals, spoilage of food and beverage, and plants going bad if XendNow was able to provide Clean POD.
Please refer the table below comparison between normal shipments and shipments with Special Handling
Normal Shipment (without Special Handling) Special Handling Shipment (with Next Day Delivery Postcodes in West Malaysia)
Shipment arrangement not fixed Shipment last in, first out
Proper staging area, in-transit & sorting Visualization & dedicated area from pick up to delivery
Courier consignment note Courier consignment note with special handling sticker for alert
Handled with care Handled with more care and caution
Proper shipment handling Proper orientation handling with packaging requirement
Trace & tracking system Trace & tracking system with photo in-transit

1. XendNow shall not be liable for any loss, damage, delay, shortage, mis-delivery, non-delivery, mis-information, or failure to provide information in connection with any shipment of the following items:

a. food and/or beverages;

b. required to be stored in a particular temperature or otherwise requiring other environmental control;

c. fragile in nature.

2. XendNow shall only be liable for the direct losses for damaged or lost items, but is limited to the following:

a. The actual amount of loss or damages is based on the actual value/costs of the content as stated on purchase invoice of damaged or lost items or a maximum of RM200.00 for Special Handling shipments, whichever is lower, for each consignment note.

We encourage customer to purchase Special Handling Service for shipment such as odd size item, glasses, fragile cargo, live animal, frozen food subject for proper packaging done by sender.

However, odd-sized items that exceed 150cm in any single dimension will be charged Special Handling.

XendNow shall only be liable for the direct losses for damaged or lost items, but is limited to the following:

a. The actual amount of loss or damages is based on the actual value/costs of the content as stated on purchase invoice of damaged or lost items or a maximum of RM300.00 for Special Handling shipments, whichever is lower, for each consignment note.

b. If the outside packaging is intact or item of the appearance and surface is not damage; or insufficient filler to protect the product inside, any claim for damage to the consignment will be invalidated.

c. XendNow shall not be liable in any manner whatsoever for the death of life animal, spoilage of food and beverage and plant go bad if XendNow was able to provide Clean POD.
All coverage within West Malaysia Applicable in XendNow's coverage zone (with 99.5% on-time rate in Next Day Delivery Postcodes, West Malaysia)
No special handling service fee Special handling service is subject to additional RM 3.00 for first 2 kgs and RM 0.30 for subsequent kg
The shipping price for your shipments are calculated on the basis of the total weight of all packages sent under one XENDNOW consignment note. A decisive factor for calculating the price, however, is whether the dimensional weight exceeds the actual weight

a. Chargeable weight will be based on actual physical weight or volumetric weight, whichever is greater.

b. Volumetric weight formula: Length*Width*Height (cm) / 5000
1. Chargeable weight will be based on actual physical weight or volumetric weight, whichever is greater.
2. Volumetric weight formula: Length*Width*Height (cm) / 5000.
3. On top of the Special Handling charges (First 2kg RM3, subsequent 1 kg RM0.30), we will charge shipping price as well.

Money Back Guarantee

Please check the parcel status through XendNow website, below parcel status are under Not Liabilities:
a) Shipment status such as receiver not at home
b) Incorrect delivery address
c) Failed to contact receiver
d) Refusal of a person to accept the delivery
e) The package is returned to the sender
f) Signature or POD was provided for the package
If you have confirmed that the parcel status is not under the ones mentioned above, please send an email to our customer service (enquiries@xendnow.my).
Yes, only up to 30kg per carton for Money Back Guarantee service.
XendNow will acknowledge receipt of the evidence by notifying the customer within 3 working days via phone call or email.
Please see the below refund policy table for Money Back Guarantee.
Next Working day Day 1 Day 2 and above
Not Applicable Waive Shipping Charges Waive & Refund the Shipping Charges
Only one refund or credit is permitted per consignment note. In the case of multiple shipment, Money Back Guarantee will be applied to one consignment note (based on invoice value) and the maximum amount to be refunded is RM200 per consignment note.
Unfortunately, no. Shipments that are suspended are not under XendNow obligation.

Payment

We accept FPX for online payment; Credit and Debit Card (Visa and Master Card) as well.
Yes, you can make payments via Bank Transfer. Please follow the instructions below for a hassle-free experience:
1. Please bank in your amount to Xend Sdn Bhd, bank details are as below:
Bank: United Oversea Bank
Bank Account: 145 302 205 1
2. Please proceed to our website - TopUp XendCredit Package and select Internet Fund Transfer.
3. State your topup amount.
4. Key in your reference number and state the transaction date and time.
5. Lastly, upload your bank-in slip.

We will top up your credit into your account once the payment has been verified by our finance department. Please note that we require 1 working day for the verification process. We advise that you keep the payment slip for future reference.

Shipping

Kindly print out the E-CN sticker and paste near the top right corner of your parcel.
Yes, you can cancel by making a phone call (012-4298650) or email to enquiries@xendnow.my. Cancelation service is requested before 2pm the same day.

Tracking

Kindly enter your consignment note (CN) number into the Track My Parcel search box on the home page. You can also ask our customer service at 012-4298650
Generally speaking, that would mean delivery should be made to you on that day sometime between 8.30am and 6 pm.
Our courier personnel will try to contact you immediately. You can ask him to leave your parcel in your mailbox or with your neighbor. Please note, if you cannot be contacted, the delivery status will be updated as “No Receiver” and delivery will be attempted again the following working day.

Additionally, please call customer service and request a more convenient delivery time or choose to pick up your shipment from our station.

Claims

Any claims because of damage shall be noticed XendNow via email (enquiries@xendnow.my) within 24 hours from the delivered date. For the lost cases, please report to us via email (enquiries@xendnow.my) within 3 working days of the made in writing and submitted to XendNow no later than 3 working days after the stipulated arrival date.

For a better understanding of claim procedure and processing, please click here to refer to XENDNOW SERVICE T&C (Clause 15: Notification and claim for Loss and Damage Shipment). You may also refer to Clause 11: No liability and/or limited liability.
Yes, you do. We may need the shipment (including its packaging) for inspection. You must retain any damaged item, packaging, and all contents until the claim is resolved. Kindly refer to XENDNOW SERVICE T&C (Clause 16: Notification and claim for Loss and Damage Shipment) .