MatDespatch Help Center
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Find out more about how we deliver.
My item was damaged during delivery
If your item was damaged during the course of delivery with us, you can claim up to RM200 as we have a liability insurance policy for every parcel sent with MatDespatch. Process: 1. Make sure you notify us within 24 hours 2. Kindly compile: actual image of the item, image of the item when received, copy of invoice cost fee 3. Connect with us via Live Chat or email email@example.com
What Are Services Available under MatDespatch?
Matdespatch.com helps anyone, especially micro, small and medium businesses to send packages anywhere. You can book these services with us: Same day delivery, only from RM 9 Next day delivery, only from RM 6. Runner service Bulky package delivery Mover service International delivery to more than 200 countries worldwide. We deliver almost anything; document, parcel, food, flower, cake or large packages.
What is your coverage area?
Same Day Delivery Klang Valley, Johor Bahru, Penang-coming soon. Next Day Delivery Peninsular Malaysia, Sabah & Sarawak. International Delivery Pick up - Klang Valley, Johor Bahru, Penang, Ipoh. Delivery to more than 200 countries worldwide. For more information on our services & coverages, please download our Customer Starter Kit - https://matdespatch.com/my/download/MatDespatch_StarterKit.pdf
Tracking your shipment
To track your shipment, simply visit our tracking page, enter your tracking no and click Track. If you need any help or if you have any enquiries, please contact us via LiveChat or email us at firstname.lastname@example.org
I Have Issues With My Delivery
If you need any help or if you have any enquiries, please contact us via LiveChat or email us at email@example.com
Is There Insurance for my Packages?
We at MatDespatch understand your concern for the safety of your packages and how important it is to have peace of mind. We offer a liability coverage of up to RM200 for any packages that have been picked up/collected by our riders that are damaged or lost. How Do I Submit a Claim? Contact us via our Live Chat or email us at firstname.lastname@example.org. Please submit tracking no, description of claim and photos. Kindly note claim needs to be made within 3 days from the date of delivery
How To Track My Shipment(s)?
At MatDespatch, we make it easier for you to track your shipments via live-tracking technology. You will be provided with a tracking number once you have confirmed your order. Follow these steps: Go to our dedicated tracking page: https://app.matdespatch.com/customer/track Enter your tracking number in the box provided Click 'Track' The page will display the current location and status of your shipment
Can the shipping charges be paid by cash?
You can use the following methods to pay for your deliveries using cash. Cash by sender: You can hand over the cash to our rider when they come to pick up the package(s). RM3 charge will be imposed. Cash by receiver (COD): The receiver of goods can hand over the cash to our riders once they receive the package. A 3% or RM2 charge is applied (whichever is higher).
Can I modify or cancel my delivery?
You cannot modify your order. However, you can cancel and create a new one. For cancellation, you can do so before our fleet is on the way to collect (Collecting) the package. If the fleet is already on the way or later on the delivery process, we will only refund 50% of the charge.
Will the recipient be notified upon arrival of the shipment?
The receiver’s name, address, mobile number and e-mail address provided at the time of booking will be utilised to notify the receiver via SMS and e-mails, for free. SMS notifications In booking form/bulk upload, make sure to fill up recipient’s mobile number correctly in the recipient’s contact number. e.g: 60172298825, without any space. For Matdespatch services, we will automatically notify the recipient when the rider is on the way to deliver the package. For PosLaju/Aramex/other
If the driver is late, do I get a refund?
We do not automatically offer refunds for service delay or failures but will investigate on a case-by-case basis. Any refunds will be made to your account.
What if the driver does not show up?
If you are concerned about the status of the delivery, you may contact our Customer Service via our Live Chat or email us at email@example.com.
What if I’m not there when the driver arrives?
If the driver has arrived at your location and no package is available for pickup within 5 minutes from arrival time, and you cannot be contacted or you have provided an invalid pickup address, our fleet will continue with his route and your order will be cancelled. We will only refund 50% of the charge. MatDespatch has the rights to cancel without prior notice. To ensure a smooth delivery process please adhere to the booking pickup time.
What’s the cost per delivery?
MatDespatch rates vary based on volumetric weight or weight whichever is higher and the distance between pick up and delivery locations. Read our guide on volumetric weight here. Please use the instant quote to get the specific price for your delivery needs.
What items can I ship?
MatDespatch accepts many different types of shipments. If you are unsure if your item is acceptable, review our prohibited articles. Alcohols Creature skins / Furs / Any Animal Parts including meat / Ivory and ivory items Articles of excellent worth (eg, masterpieces, obsolescents, valuable stones, gold and silver) Box with Hazardous name – Items sent with a Hazardous name appended will be classed in that capacity. Don’t RE USE OLD HAZARDOUS BOXES Cheques or Tickets that are not named
What are your package weight and size restrictions?
Each service has a different size restriction, please use the instant quote on our homepage to get the latest pricing. The rates quoted are based on actual weight of the package or its volumetric weight, whichever is the higher. You can calculate volumetric weight using our guideline here. Any shipment may be re-weighed and re-measured by Matdespatch.com or Matdespatch.com’s delivery partner to confirm this calculation.
Do you deliver if no one is there to receive the shipment?
MatDespatch will hold the shipment for a moment if the receiver is missing. Re-delivery will be done free of charge. However to ensure a smooth delivery process, we strongly urge receiver to be present during the receiving of shipment on the request date. Re-delivery will be done within 24 hours to either sender or receiver at the discretion of our fleet. Our fleet will return the shipment to sender should receiver does not respond to receive the shipment.
How long will it take for my shipment to arrive?
Each service has a different pickup and delivery timeframe, please pay attention to service description in the instant quote.
What are your delivery service hours?
When is MatDespatch available for deliveries?
Where can I drop my shipment?
MatDespatch provides a door-to-door delivery service. This means that we will pick up your shipments from the assigned pick-up place. This can be your address or any other address within our coverage area. Please make sure you have entered the correct address in the order page. For Poslaju shipment, you can drop at any Pos Malaysia or PosLaju branches near you.
Do I need to package my items?
Yes, we need you to follow our packaging guidelines which is available here.
What if I cannot contact my assigned fleet?
Our delivery partners are constantly on the road and we put priority on road safety. If the phones of our riders/drivers are engaged, it could mean that they are driving. You can track your packages here. You may contact our support for assistance.
How do I return a shipment?
If you are returning a product that was delivered by MatDespatch, please contact the company you purchased the product from to coordinate the return of the item.