By continuing to use this website as part of our service, you agree to the Terms and Conditions stated below. If you do not agree, please stop using the system and contact us through this number +603-6148 8108.
Table of Contents
- Prerequisites
- Buy for Me Regulations
- Pay for Me Regulations
- Delivery Goods Regulations
- Freight Compensation Regulations
- Affiliate Regulations
- Liability, Governing Law & Dispute Resolution
- Currency Rate in Transaction
- Contact Information
1. Prerequisites
- Any quoted handling charges for warehouse services apply exclusively to ordinary labour involved in receiving Goods at warehouse door, placing Goods in storage and returning Goods to warehouse door. Minimum charges may apply. Extra charges not quoted may apply under certain circumstances, including but not limited to:
- extra labour required because of unusually fragile Goods, damaged Goods, physically awkward Goods or other Goods requiring special handling for any reason at the discretion of the Company;
- extra labour required to unload Goods from, or load Goods onto, conveyances or containers not at warehouse door;
- extra labour required or performed for any reason other than the ordinary receipt of Goods at warehouse door, placing Goods in storage and returning Goods to warehouse door, including but not limited to consolidation and/or deconsolidation labour;
- deposit and/or retrieval of Goods and/or other services performed outside of ordinary business hours, if allowed at the Company’s discretion.
- The Customer shall keep the Company fully informed of any particular risk relating to the Goods, including their possible deterioration or damage, their dangerous or special nature, or their likelihood to contaminate or otherwise affect other goods, property, persons or the environment.
- The Company shall be entitled and is so authorised, except where otherwise agreed in writing, to enter into contracts on behalf of itself or the Customer and without notice to the Customer:
- for the carriage of Goods by any route or person;
- for the storage, packing, unpacking, transportation, transhipment or other handling of goods by any person at any place whether on shore or afloat and for any length of time;
- for the carriage or storage of Goods in containers or with other goods of whatever nature.
- The Company shall be entitled but not obliged to depart or deviate from the Customer’s instructions in any respect if, in the opinion of the Company, there is good and reasonable reason to do so in the Customer’s interest or it is otherwise expedient to do so, and it shall not thereby incur any additional liability. The Customer shall pay all additional fees reasonably incurred upon demand by the Company.
- The Company is not obliged to arrange for the goods to be carried, forwarded, packed, unpacked, stored or handled separately. The Company is authorised but not obliged to consolidate the Customer’s goods with other goods.
- All charges exclude insurance premiums unless specified. The Company is not liable for any loss or damage arising out of circumstances beyond its control, including but not limited to: typhoon, earthquake, flood, war, storm, fog, or container leaking. If goods shipped are very valuable, customers are advised to liaise with the Company to purchase insurance.
- The Company is not liable for any loss or confiscation of counterfeit and branded goods.
- The Company will only compensate for goods missing during the delivery period if proven that the incident was caused by the Company’s operational negligence or warehouse handling error.
- GOODS VALUE — The Company only collects goods on behalf of the Customer and is not responsible for any purchases from the Customer’s supplier.
- OVERWEIGHT — 1 cubic metre may not exceed 500 kg. Extra charges will apply for overweight shipments.
- SENSITIVE GOODS and OVERWEIGHT shipments will incur extra charges.
- All rates and charges are subject to prevailing market rates with or without prior notice.
2. Buy for Me Regulations
Definition: “Buy for Me” is a service where the Company places orders on behalf of the Customer on Chinese e-commerce platforms (such as Taobao and 1688), collects the goods, and ships them to Malaysia.
- The Buy for Me service helps customers place orders, collect and ship their goods to Malaysia, providing one-stop service. All goods purchased through this service belong to the Customer. The Company does not have ownership or any control over any products purchased.
- A 3% service fee will be charged. The calculation method is as follows:
- Service fee = (Product price + China delivery fee) × 3%
- Before submitting the purchase order, the Customer needs to contact the seller to inquire about the China express delivery fee, and then fill it in the system. (The Company has the right to modify and deduct the wallet balance of the Customer based on the courier fee provided by the seller.)
- If the Customer decides to purchase a product without checking the seller’s information, the Company will not be responsible for problems that occur and the Customer shall bear the consequences.
- The Company is not responsible for any problems caused by Taobao/1688 sellers, such as fraud, item quality issues, incorrect size, colour difference, or short delivery. The Company will provide the order number and proof of order, and the Customer needs to negotiate with the seller directly.
- The shipping cost of any seller’s replenishment of the parcel shall be borne by the Customer.
- Customers need to ask the seller about the material, colour, and other specifications of the goods. The Company is only responsible for the ordering process.
- If the Customer decides to use the Buy for Me service, it is equivalent to accepting the above terms and the Company has the right to reject any unreasonable request. The highest compensation is RM200 or the goods value, whichever is lower. If the Customer needs to purchase insurance for higher compensation, please contact our customer service for more information. If the Customer only needs the Pay for Me service, please contact our customer service for more information.
3. Pay for Me Regulations
Definition: “Pay for Me” is a payment assistance service where the Company pays the seller on behalf of the Customer using the Company’s payment accounts. The Customer reimburses the Company in their local currency. This service does not include order placement, collection, or shipping — payment only.
[Further Pay for Me terms to be added here.]
4. Delivery Goods Regulations
4.1 Sensitive Goods (Air & Sea Freight)
Definition: “Sensitive goods” refers to items that are subject to strict customs monitoring and must be transported through specific designated channels. These items carry higher shipping costs due to increased regulatory requirements and handling procedures.
[Image: AirSeaSensitiveEN.png — Sensitive goods classification chart] [Image: AirSeaSensitiveEN2.png — Additional sensitive goods details]
⚠️ Please note: When submitting the waybill, please fill in the product name honestly. Any additional costs and legal liabilities caused by misreporting the goods shall be borne by the Customer and a fine of RM100 will be imposed.
4.2 Food Goods
[Food category] Storage period notice
- Foods have a short storage period and are easily deteriorated in long-term storage.
- Foods emit odours and are easily bitten by rodents and ants.
- Food products are encouraged to be shipped as soon as possible after storage.
- In the event of rat, insect or ant damage, no compensation will be accepted.
- If the goods are lost during the free storage period, full compensation will still apply.
Please note:
In order to avoid more of the above similar incidents, customers are requested to pay attention to the following two points when submitting product orders:
- Please indicate food items in the goods remarks.
- Please remind the seller to reinforce the packaging to avoid peculiar smells.
4.3 Prohibited Goods (Air Freight & Sea Freight)
Definition: “Prohibited goods” refers to items that are strictly banned from shipment via both air and sea freight due to safety regulations, legal restrictions, or carrier policies.
[Image: AirSeaBannedEN.png — Prohibited goods classification chart] [Image: AirSeaBannedEN2.png — Additional prohibited goods details]
⚠️ Please note: When submitting the waybill, please fill in the product name honestly. Any additional costs and legal liabilities caused by misreporting the goods shall be borne by the Customer and a fine of RM100 will be imposed.
4.4 Air Freight Regulations
- Air freight is calculated based on half volumetric / actual weight:
- If the actual weight is greater than the volumetric weight, freight is calculated by the actual weight.
- If the volumetric weight is greater than the actual weight, freight is calculated by half volumetric weight: [(actual weight + volumetric weight) ÷ 2].
- The minimum weight unit is 1 kg:
- 0.01 kg – 0.99 kg is charged as 1 kg.
- 1.01 kg – 1.99 kg is charged as 2 kg, and so on.
- Customers must accurately report the products and choose the correct air freight method:
- If a package contains sensitive goods, the whole package will be calculated through sensitive channels.
- If the Customer knows that there are sensitive goods in the package but falsely declares the product name and chooses the general cargo channel, the Customer will bear all risks, including but not limited to: package return, fine, confiscation, etc.
- If the goods exceed 100 USD in value or the total weight exceeds 100 kilograms, please choose the tax-inclusive channel yourself to prevent any penalty.
- Single parcel volume / actual weight ≥ 100 kg incurs an overweight fee.
- Shipping time: normal shipment from Monday to Saturday (except during spring break). The warehouse is closed on Sunday.
- Unpacking fee: RM5 per waybill.
4.5 Resend Parcel — Failed Collection
- Extra charges apply for the warehouse to resend goods to you. Charges are based on the size of the parcel.
- If there are any changes before the warehouse delivery date, please contact us as soon as possible to avoid extra charges.
- If the Customer fails to contact us or contacts us late, please arrange for a neighbour or another person to collect on behalf.
5. Freight Compensation Regulations
5.1 Shortage Problem
- If goods are found to be missing after receipt, please provide feedback within 48 hours and provide the Chinese courier number of the goods. Overdue reports will not be accepted.
- After the Company accepts the claim, various investigations will be conducted. If it is found that China Express lost the goods or the seller missed the shipment, the Company will not be able to make a claim. If the Company missed the shipment, it will be re-sent to the Customer free of charge. If goods are found to be missing and the responsibility lies with the Company, the Company will make compensation (please see “Compensation Details”).
5.2 Damaged Goods
- If goods need protection against damage, the Company recommends reinforcing your package through the seller or VT, and/or adding a wooden frame or bubble wrap to avoid crushing during transportation. Reinforcing the package can only reduce the transportation risk. For more information, please contact customer service.
- If goods are found cut, rat-bitten, crushed or damaged in any way without purchased insurance, the Company will not compensate for the losses. You may opt to contact the seller to replace or repurchase the damaged goods.
- The insurance premium is 2% of the actual invoice value, with a minimum premium charge of RM30 (for a single item worth RM1,500). If you need to purchase insurance, please contact customer service.
- If you find that goods are damaged after receiving them and you are covered by insurance, please provide feedback within 48 hours. Overdue reports will not be accepted.
5.3 Compensation Details
- The Customer needs to provide the real money invoice of the lost goods. The Company will compensate according to the declared value on the invoice (the maximum compensation is RM200) or 3 times the actual freight, whichever is lower. The valid claim period is within 14 days of the goods being received by the Customer.
- If it is found that the invoice provided by the Customer is falsified, or the lost goods were not declared or falsely reported at the time of shipment, they will not be compensated.
Note: The Customer will be responsible for any additional costs and legal liabilities caused by false declarations or prohibited items. The freight will not be refunded.
6. Affiliate Regulations
6.1 Commission Structure
- All customers are entitled to 2% commission for every shipment transaction used by their recommended affiliate.
- Commission payout will be made before the 15th of each month in the form of wallet credit directly to the Customer’s account.
- If any customer is found to have misused this benefit, the Company has the right to void the commission and even disable the account.
6.2 Withdrawal from Account Balance
- Every transaction or withdrawal will incur a RM10 processing fee.
- Please contact our customer support on Facebook.
- Please provide us with your withdrawal amount and bank-in account details. The Company will take up to 7 working days for processing.
7. Liability, Governing Law & Dispute Resolution
7.1 Limitation of Liability
To the fullest extent permitted by law:
- The Company’s total liability shall not exceed the compensation limits stated in Section 5.3.
- The Company is not liable for indirect, consequential, or punitive damages.
- The Company is not liable for delays or failures caused by third-party carriers, customs authorities, or Force Majeure events.
7.2 Governing Law
These Terms and Conditions are governed by and construed in accordance with the laws of Malaysia. Any disputes arising from these terms shall be subject to the exclusive jurisdiction of the courts of Malaysia.
7.3 Dispute Resolution Process
In the event of a dispute, the following process shall apply:
| Step | Action | Timeline |
|---|---|---|
| Step 1 | Customer submits written complaint to customer service with supporting evidence | Within 48 hours of incident |
| Step 2 | Company reviews complaint and conducts internal investigation | Within 14 days of complaint receipt |
| Step 3 | Company issues resolution decision | Upon completion of investigation |
| Step 4 | If unresolved, parties may escalate to mediation or binding arbitration in Malaysia | As mutually agreed |
The Customer agrees to attempt good-faith resolution through Steps 1–3 before pursuing legal action.
8. Currency & Exchange Rates
All prices, fees, and charges are quoted in Malaysian Ringgit (RM) unless otherwise stated. For transactions involving Chinese Yuan (CNY) or other currencies:
- Exchange rates are applied at the time of transaction.
- The Customer bears any conversion fees, bank charges, or fluctuations in exchange rates.
- The Company does not guarantee fixed exchange rates for future transactions.
9. Contact Information
For questions, complaints, or disputes regarding these Terms and Conditions:
| Method | Details |
|---|---|
| Phone | +603-6148 8108 |
| [VT Nation Customer Support] | |
| Business Hours | Monday – Saturday (Closed Sunday) |
These Terms and Conditions are subject to change without prior notice. Continued use of our services constitutes acceptance of the latest version.