FAQ
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How do I place a local delivery order?
Log in to the customer portal, click "New Order", fill in sender and receiver details, enter parcel information (quantity, weight, dimensions), select pickup method (self-drop or scheduled pickup), and complete payment.
What is the difference between self-drop and scheduled pickup?
Self-drop: You bring parcels to our warehouse yourself. No pickup fee, faster processing.
Scheduled pickup: Our driver collects parcels from your address. Pickup fee applies, you select a preferred time slot. Please note that pickup times are not guaranteed and may vary depending on route and availability.
How long does sorting take?
Parcels are typically sorted within 24 hours of receipt at the warehouse.
How will I know when my parcel is out for delivery?
You will receive a WhatsApp notification prior to your scheduled delivery date, typically 1 day in advance.
What is Proof of Delivery (POD)?
POD is confirmation that the parcel was delivered. It includes the receiver's signature captured digitally on the driver's app, a photo of the delivered parcel, and a timestamp.
What is a Credit Note (CN)?
A Credit Note is issued when you are owed money, such as: order cancellation refund, overcharge due to weight/dimension adjustment, or service failure compensation.
How do I track my parcel?
Log into the customer portal and go to "Order History" or "Track Order". Enter your tracking number to see real-time status updates at each milestone.
Can the receiver collect the parcel from the warehouse instead of delivery?
Yes, self-collection can be arranged upon request, subject to parcel location and warehouse availability.
Warehouse
Coverage Area
Penang Warehouse
Northern Region (Penang, Kedah, Perlis, Perak)
Klang Warehouse
Central Region (Kuala Lumpur, Selangor, Negeri Sembilan)
Johor Warehouse
Southern Region (Johor, Melaka)
If you couldn't find the answer to your question, please don't hesitate to contact our customer support team. We're here to help!
Business Hours:
Monday – Friday: 9:00 AM – 6:00 PM
Saturday: 9:00 AM – 1:00 PM
Sunday & Public Holidays: Closed
What payment methods are accepted?
Full payment must be made prior to or in accordance with the agreed payment arrangement. Payment for orders is made via the DMS wallet balance. Wallet top-up is available through Billplz (online banking, e-wallet).
Which warehouse should I drop off my parcel?
The system assigns the nearest warehouse based on your address: Northern region → Penang Warehouse, Central region → Klang Warehouse, Southern region → Johor Warehouse.
What is transit?
Transit is the transfer of parcels between warehouses. If the receiver's address is in a different zone than the pickup warehouse, the parcel is transported to the appropriate warehouse for delivery.
Can someone else receive the parcel on my behalf?
Yes, an authorized person can receive the parcel. They must provide their signature as proof of delivery.
Where can I view the POD?
Log in to the customer portal, go to Order History, find your order, and click "View POD" to see delivery confirmation details.
What is a Debit Note (DN)?
A Debit Note is issued when additional payment is required, such as: undercharge due to weight/dimension adjustment, additional pickup fee (customer-fault reschedule), or additional delivery fee (receiver-fault reschedule).
How do I know which driver is handling my parcel?
Driver details are shown in the tracking page once assigned. You can see driver name and contact number for coordination.
What should I do if I want to self-collect my parcel?
Please contact our Customer Service and provide the following information:
1. Tracking Number
2. Preferred pickup date and time
3. Warehouse location for pickup
Our Customer Service will confirm whether the parcel can be collected from the selected warehouse.
1. Tracking Number
2. Preferred pickup date and time
3. Warehouse location for pickup
Our Customer Service will confirm whether the parcel can be collected from the selected warehouse.
How is the delivery fee calculated?
Delivery fee is calculated based on parcel weight, dimensions (volumetric weight), distance between sender and receiver, and service type selected.
What happens if I'm not available during scheduled pickup?
This is considered a customer-fault failed pickup. You can reschedule pickup (additional pickup fee charged via Debit Note) or cancel order (delivery fee refunded minus pickup fee via Credit Note).
What happens if my parcel is lost at the warehouse?
We will initiate an investigation immediately and contact you to discuss appropriate compensation.
What if I'm not available to receive the delivery?
The driver will attempt delivery. If unsuccessful due to receiver unavailability, a 2nd delivery attempt is scheduled and additional delivery fee is charged to the sender (Debit Note).
Is a signature always required?
Yes, receiver signature is mandatory for all deliveries.
How long does a refund take?
Once verified, refunds are processed immediately and credited back to your DMS wallet balance.
Can I request a specific pickup/delivery time?
You can select a preferred time slot during order placement. We try to accommodate preferences, but exact timing depends on driver availability and route optimization.
What should I bring when collecting the parcel?
When you arrive at the warehouse, please show your order details to our warehouse staff for verification before collection.
Can I cancel my order after payment?
Yes, you can cancel before pickup. If cancelled before any pickup attempt, you receive a full refund (Credit Note). If cancelled after a failed pickup due to your fault, the pickup fee will be deducted from your refund.
What if the driver doesn't show up for pickup?
This is a driver-fault failure. We will reschedule pickup at no additional charge. You may contact customer service for further inquiry.
Why was my order amended?
Orders are amended when there's a discrepancy between declared and actual parcel measurements. This ensures accurate billing. You'll receive a Credit Note (refund) or Debit Note (additional charge) accordingly.
What if the driver fails to deliver due to their fault?
We will reschedule delivery at no additional charge.
Why was I charged for a failed delivery?
If delivery failed due to receiver's fault (not available, refused, wrong address, or any customer-initiated reason), a re-delivery fee will be charged as per our terms of service.
How do I check my wallet balance and transaction history?
Log into the customer portal, navigate to "My Account" → "Wallet" to view balance, top-up, and see all Credit Notes and Debit Notes.
What happens if I declare the wrong weight/dimensions?
Our warehouse will verify actual measurements. If actual is less than declared, you receive a Credit Note for the overcharged amount. If actual is more than declared, a Debit Note is issued for the additional charge.
Can I send more parcels than I ordered?
No, the driver can only collect the quantity stated in your order. If you have additional parcels, please submit a new order.
What if my parcel is lost during delivery?
We will investigate immediately and contact the sender to discuss appropriate compensation.
Can I dispute a Debit Note?
Yes. Contact customer service with your order details and reason for dispute within 7 days of the DN being issued. Provide evidence if applicable (photos, communications).
Can I edit my order after submission?
You cannot edit order details after payment. If changes are needed, you must cancel the order and create a new one. Cancellation refunds depend on the order status.
What if I have fewer parcels than ordered?
The driver will scan only the available parcels. You must confirm the reduced quantity and provide your IC and signature. The order will be amended accordingly.
How many delivery attempts are made?
Maximum 1 delivery attempt per parcel. After a failed delivery attempt, the parcel will be held at the warehouse. A re-delivery fee will be charged for any subsequent delivery attempt.
How long does local delivery typically take?
For same-zone deliveries (sender and receiver in the same region), expect 1-2 business days. For cross-zone deliveries requiring transit between warehouses (e.g., Penang to Johor), expect 2-4 business days.
What documents do I need for driver pickup/self-drop?
No documents are needed. We will verify your parcels by checking the waybill number and take pickup proof upon collection.
What if I receive a damaged parcel?
Please document the damage with photos and contact our customer service team as soon as possible for further assistance.