MatDespatch MY Helpdesk
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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.
Do I need to package my items?
Yes, we need you to follow our packaging guidelines.
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. Please use the instant quote to get the specific price for your delivery needs.
Where can I drop my shipment?
We provide door-to-door pickup and delivery service where our fleet will go to your place to pickup the item and make the delivery on the same day.
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 are not uncontactable or provide 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 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 firstname.lastname@example.org.
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 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 if I cannot contact my assigned fleet?
Sometimes they don’t pickup their phones, normally because they are driving. You may track your delivery here.
Where do you deliver?
We currently deliver throughout the Klang Valley area and our coverage area will be increased through time by time. For West Malaysia and East Malaysia, you can book PosLaju service thru our website.
What are your packaging requirements?
All shipments must be packed in containers made of durable material and of a quality sufficient to withstand handling. All packages containing FRAGILE or PERISHABLE articles must be marked in large letters, preferably with appropriate labels. MATDESPATCH have the rights to cancel any delivery without notice should the packaging does not adhere to our packaging guidelines, unsafe and under-declared shipment. Please refer our packaging guidelines - https://help.matdespatch.com/en-us/article/pack
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.
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. If you are utilizing a return shipping label provided to you, drop off the package at the closest MatDespatch location.
What are your delivery service hours?
You can use the instant quote on our homepage to see our list of services with description and delivery timeframe and pricing.
Do you deliver if no one is there to receive the shipment?
MatDespatch will hold the shipment for a moment. 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 do I submit a claim?
Contact us via our Live Chat or email us at email@example.com. Please submit tracking no, description of claim and photos. Kindly note claim needs to be made within 3 days from the date of delivery. MatDespatch has the rights to reject or dismiss any claim submission that does not adhere claim guidelines or more than 3 days from the date of delivery.