General

1

How wide is PostCo network of locations?

We currently have locations across 14 States in Malaysia and Singapore. The States in Malaysia would include Kuala Lumpur, Selangor, Johor, Pulau Pinang, Kedah, Perak, Melaka, Negeri Sembilan, Pahang, Terengganu, Sabah, and Sarawak. We will be expanding our network of locations to the rest of Malaysia, so fret not, a PostCo location will be near you real soon!
You could check out our Singapore locations by heading over to postco.sg

2

Are there any prohibitions on what I can have delivered?

Yes there are. Do check our Terms and Conditions for a list of prohibited items. To cut a long story short, please do not send anything illegal, flammable, dangerous, anything alive such as plants or animals (particularly anything carnivorous), perishable and extremely expensive. If you do arrange for any of the above items to be delivered, the PostCo location reserves the right to reject the delivery of the parcel (and you will be reimbursed for the cost for booking the spot). We will immediately send you and email notify you that your parcel has been rejected.

3

Are there any restrictions on the weight and size of the parcel?

The general rule is that there is a maximum size of 50 centimetre x 50 centimetre x 50 centimetre and a 20kg weight limit. PostCo locations have the right to reject parcels which exceed the criteria stated.

4

I have not received any email or text message from PostCo for my booking, what should I do?

PostCo will send you a confirmation email for every status change to your booking. If you think you have not received a notification which you are expecting, please make sure to check:

  1. That your email is correctly entered in your details page.

  2. Your spam filter of your email inbox.

  3. Should the problem persists, please reach us on our live chat support or send us an enquiry at our contact page.

5

Can I suggest a local store I’d like to see on the list?

Yes! We are constantly looking for potential PostCo locations to make parcel collection and return more convenient for you. Do drop us a suggestion via our live chat support or contact page.

6

During sign up, I have trouble receiving the verification code on my phone. What should I do?

Feel free to reach us on our live chat support or notify us on our contact form and we'll instantly provide you the verification code.

7

How do I issue a complaint?

Please write to us via the contact page. All complaints will be escalated to management.

8

I have issues that are not covered in this FAQ, what should I do?

Feel free to reach us anytime on our live chat support. Bear in mind that response after office hours might be a little slow.

Alternatively, notify us on our contact page, and we will look into your matter promptly.

Payment

1

How much does it cost?

There are three packages in total:

  1. Pay as you go - $2.90 per parcel

  2. Monthly Unlimited - $9.90 for one month from the date of purchase

  3. Yearly Unlimited - $100.00 for one year from the date of purchase

The Monthly Unlimited and Yearly Unlimited plans are not on a recurring basis. To further enjoy your PostCo service after your plan has expired, you will have to purchase it again.

2

Is there an expiration date for the credits purchased?

Each purchase under the pay as you go plan will grant you a credit. Feel free to purchase more as the credit will not expire.

3

How do I pay?

After registering online, you will be able to book a location and purchase any of the two packages with your debit or credit card. Not to worry, we are also currently working on providing on online banking payment channel for you! Also, don't forget your first delivery is on us.

4

What should I do when my payment cannot go through?

Should your credit or debit card fail, please reach out to our chat support, and we will provide you with the details for bank transfer.

Parcel Collection

1

What is Parcel Collection?

Yes! We partner with local stores as a PostCo locations. Join us now to find your nearest store and book a location to receive your unique Collection Code. Next, address your parcel to the chosen store instead of your house address! Collect it using your unique Collection Code when it arrives at the store! Easy!

2

How to use the Parcel Collection service?

Simply make a booking from PostCo website, and use the address of your selected PostCo location as your shipment/delivery address when you checkout from any online stores.

3

Which online retailer can I have parcels delivered from?

Any online retailer in the world! US, UK, even Antartica!

4

When would my parcel arrive at the PostCo location?

PostCo is not in charge of delivering your parcel. Kindly check with your seller on whether the item has been dispatched. You could also track your purchase from the logistics if you are provided with a tracking number.

5

How do I know that my parcel has arrived?

We will send you an email and text message as soon as your parcel has arrived at your selected PostCo location.

If you do not receive any notifications from us, but your logistics tracking has indicated that your parcel has arrived, please do reach out to us via our live chat support or contact us form.

6

What do I need when collecting my parcel?

You will receive a unique Collection Code for each booking made. Use the unique Collection Code to collect your parcel when it is ready for collection.

Alternatively, you could verify yourself using identifications such as your IC, driving licence, and passport.

7

Can my friend or relative collect my parcel for me?

Of course, they can! All you need to do is to pass them your unique Collection Code.

8

How long can my parcel be kept in a PostCo location?

You will need to collect your parcel within 14 days. After exceeding the 14 days collection period, you will be notified accordingly, and your parcel will be sent to our office.

If you ever experience any contingencies that hinder you from collecting the parcel within 14 days, please reach out to us via our live chat support or contact us form.

9

Can I use a different PostCo location for my parcel collection?

If your parcel appears to be heavily damaged when it arrives at our location, our PostCo location will not accept delivery. As the transporAbsolutely! We add in new locations from time to time. You can pick a different PostCo location which is most convenient for you every time you book a location.

10

What happens if my parcel is damaged, lost or stolen at the PostCo location?

If your parcel appears to be heavily damaged when it arrives at our location, the PostCo location will not sign receipt of the parcel. As the transportation/delivery process is outside of our control, we cannot take responsibility for it.

Due to the fact that we are simply signing for and storing your parcel until collection, the chances that your parcel is damaged during the storage period are very minimal. However, if you do think otherwise, please contact us.

Any compensation provided will be capped at a maximum of RM 200.00 (see our Terms and Conditions for further information).

11

I have purchased two items from the same online store, but I am afraid that they might come in two parcels instead of one or they might be delivered on separate days. What should I do?

Depending on your online retailer, some items might be sourced from different places and therefore might have different delivery times. We would advise you to place two parcel collection bookings with your preferred PostCo location. Should your items arrive in one parcel, you may cancel the second booking, and the credit will be immediately refunded to your PostCo account.

Any unused bookings will also be cancelled after 30 days with credit refunded to you.

Parcel Return

1

What is Parcel Return?

We partner with local stores to form PostCo partner locations so that you can drop your returned parcels, and we will have them sent back to the online retailer.

2

How to return a parcel via a PostCo location?

Head over to postco.co/return to begin the return process. Kindly select the online retailer and your location for parcel drop-off. Fill up the rest of the steps to complete the return process.

You can then download and print your return form and securely attach it to your parcel. Alternatively, write down the return code presented on the return form that is already included in the parcel you purchased.

You can now drop it off anytime at your chosen PostCo location. As easy as that!

3

Do I need to log in or sign up for a PostCo account to book a Parcel Return?

You do not need to log in or sign up for an account. Just head on straight to to book your parcel return.

4

Can I return my parcel to any online store?

This return service is only limited to our partner merchants.

5

How much does it cost for a parcel return?

It is absolutely free to return with PostCo!

6

How can I track my parcel return?

Upon confirming your parcel return, you will receive an email to set your password. Once the password has been set, you can log in to your PostCo account to view your parcel collection and return status. On top of that, you will also be receiving email notification once there is an update on the status of your parcel.

Lazada

1

How do I return my Lazada parcel?

You will need to initiate your return request online via Lazada. Choose PostCo as your return option and complete the necessary steps to obtain your Lazada Returns Form.

Print the Lazada Returns Form and attach it securely to your parcel. Now you can drop your parcel at any PostCo locations most convenient to you!

2

What do I need to do before dropping off my parcel at the PostCo location?

Please ensure that your parcel is properly packaged with the Lazada Returns Form securely attached. All PostCo locations reserve the rights to reject any parcel returns if the parcels are not properly packaged.

3

Any size and weight restrictions on the parcel?

We only allow parcels up to a maximum of 50cm x 50cm x 50cm and 20kg.

4

I have dropped my parcel at the PostCo location but did not get any confirmations. What should I do?

Should you not receive any confirmations for your Lazada parcel return after one day, kindly reach out to us via our live chat support or the contact page.

5

When would my returned parcel reach Lazada?

The time of arrival would depend on the courier in charge of delivering the parcel back to Lazada.

If your parcel is dropped before noon, it will be picked up on the same day and be delivered within one to two working days; If your parcel is dropped afternoon, it will be picked up the next day and be delivered within one to two working days.

6

How do I track my returned parcel?

You can track your parcel from Ninja Van website.

Alternatively, you could create a PostCo account using the same phone number you have used for the Lazada Return. The status of your returned parcel is visible from your dashboard.

7

I forgot to attach my Lazada Returns Form on my parcel. Can I still return it at the PostCo location?

Unfortunately, we cannot accept your parcel without a Lazada Returns Form attached to it.

The Lazada Returns Form is a crucial element of the return process as it ensures that your parcel gets returned so that the refund could be properly administrated.

8

Help, I am still confused about the whole process. What should I do?

Do not worry. We are here to help. Kindly reach out to us via our live chat support or the contact page and one of our friendly team members will guide you through the process.

Parcel Send (Recipient)

1

I’ve identified which PostCo location I would like to collect my parcel from. What should I do next?

Just share the details (name of PostCo location and address) of your preferred PostCo location to your sender and they will handle the rest.


2

How do I track my parcel delivery status?

You may track your parcel delivery status at www.postco.com.my/track using the Collection Code that has been sent to your email. Alternatively, you may sign up with the email address and phone number that you have shared to your sender to view the status of your parcel on your PostCo dashboard.

3

How do I track my parcel delivery status?

Yes, you will receive an email and SMS notification to collect your parcel once it has been delivered to your selected PostCo location. Just present the Collection Code contained in your notification and you’re good to go!

4

How soon should I collect my parcel?

Don’t worry, you have up to 14 days to collect your parcel. Take note that parcels not collected within the 14-day period would be redirected to our office.

5

I’m unable to collect my parcel anytime soon. Can my friend collect on behalf of me?

Sure, your friends and family can collect on behalf of you as long as they can present the Collection Code.

6

Ah, I can’t make it in time to collect my parcel! I’d need an extra day, is that possible?

Not a problem, feel free to reach out to us on our chat support and we’ll do our best to accommodate.

7

I changed my mind, I would like to pick up from a different PostCo location. What should I do?

Just make sure you notify your sender about the changes before the parcel is shipped out for delivery.

8

How long does it take for my parcel to arrive at my selected PostCo location?

That’d really depend on the courier and delivery method that your sender used. You may check with your sender on the status of your parcel delivery. Alternatively, you may track at www.postco.com.my/track using the Collection Code that has been sent to your email.

9

Can I send my other online shopping parcels to the PostCo location? It’s so convenient for me to collect my parcels there!

Yes, of course! Just sign up for a PostCo account and you can start collecting all your online shopping parcels from any PostCo locations nationwide. Your first parcel collection with PostCo is free 😊

10

Are the PostCo locations secure?

Don’t worry, all PostCo locations have been vetted through and trained by our Partner team to ensure that our procedures and guidelines on parcel storage and handling are adhered to. The location will be activated online once the necessary training has been completed.

Parcel Send (Sender)

1

What is Parcel Send?

Skip the post office queue and start sending your parcels between over 1000 PostCo locations near you. Drop your parcel off at one point and your recipient can pick up from another, anytime at your convenience.

2

How does Parcel Send work?

Just sign up for a PostCo account and click on ‘Book Parcel Send’ to generate your shipment label. Next, select your preferred drop-off location and fill in your recipient details and preferred pick-up location. Upon successful payment, your shipping label will be generated – make sure you print the label and securely attach it on your parcel before dropping it off at your selected PostCo location.

3

How much does it cost?

You may refer to our pricing page here.

4

Are there any size and weight restrictions on the parcel?

All PostCo locations accept parcels up to 50cm x 50cm x 50cm and maximum 20kg. However, there will be additional surcharges for parcels above a certain weight. You may refer to the pricing page here for further details.

5

Can you deliver directly to my recipient’s doorstep?

PostCo currently only provides point-to-point delivery. With over 1000 locations nationwide, ranging from petrol stations to pharmacies, you can find easily find a PostCo location either near your home or work. If you can’t locate a PostCo location near you, feel free to drop us a suggestion on our chat support.

6

Are the PostCo locations secure?

Don’t worry, all PostCo locations have been vetted through and trained by our Partner team to ensure that our procedures and guidelines on parcel storage and handling are adhered to. The location will be activated online once the necessary training has been completed.

7

How soon should I drop off my parcel?

Most PostCo locations are open everyday, early till late. So, you may drop off your parcel anytime at your convenience as long as your selected drop-off location is open.

8

I don’t have a printer. Can I print my shipping label at the PostCo location?

PostCo locations do not provide printing and packaging services. We highly recommend you to print your shipping label and package your items before dropping off your parcel. Please remember to securely attach your shipping label on the parcel too!

9

Does the PostCo location provide packaging services?

PostCo locations do not provide printing and packaging services. We highly recommend you to print your shipping label and package your items before dropping off your parcel.

10

How long does it take for the parcel to be delivered to recipient’s pick-up location?

Generally, it takes two to three working days for the parcels to be delivered.

11

How do I track my parcel delivery status?

You may track your parcel delivery status at www.postco.com.my/track using the tracking number (can be found under “More Details”) in your PostCo dashboard. Alternatively, you view the status of your parcel delivery on your dashboard.

12

Will I be notified about the status of my parcel delivery?

Yes, you will receive end-to-end SMS and email notifications about the status of your parcel delivery.

13

How can I share your list of PostCo locations for my recipient to browse through?

You may share this link here, or, you can find the link in Step 2 of your Parcel Send booking process.