Terms and Conditions

These terms of service (TOS) govern your use of this site, which is provided by our company. By accessing this site, you are indicating your acknowledgement and acceptance of these terms of use and privacy policy. These terms of use are subject to change by our company at any time in its discretion.

Your use of this site after such changes are implemented constitutes your acknowledgement and acceptance of the changes. Please consult these terms of use regularly.


The list below is the terms of carriage

  • Consignment - A parcel or a group of parcels sent to a single address.

  • Consignee/Receiver/Recipient - The person who receives the consignment.

  • Shipping Labels - The documentation placed on the parcel.

  • Third Party - The order placed through the site utilising the account that EasyParcel has with the carrier.

  • Working Day - Monday to Friday from 9am to 5pm, except public holidays.

1.0 Obligations to our customers

EasyParcel - will arrange for collection and delivery of the consignment/s, offering a third-party broker service with major reputable carriers.

EasyParcel - DOES NOT come into direct contact with the consignment/s but arranges the shipment through any one of the carriers that we hold an account with.

The carrier has the right to refuse a consignment for given reason such as insufficient packaging or the consignment being too large. In addition, EasyParcel has the right to refuse any order/user from our system.

All queries/claims must be directed through EasyParcel, who will then contact the relevant carrier on the sender's behalf. If the carrier is contacted directly, EasyParcel may not be able to assist you with your query at a later date.

If you fail to collect your ordered item during the delivery time, you may contact EasyParcel to request for an alternate collection time.

Our automated system deducts account credits for payment at the end of your order.

Universal tracking of shipments across different couriers is available on our website

2.0 Prohibited Items & Items with limited liability

Please note that certain items are Prohibited Items and cannot be sent by any of our services. Check your item against the prohibited item list here. If any one of the following items in this list is collected by carrier, you are then liable to be surcharged and your parcel returned. No refund of postage will be made and compensation claims will be void. We have the right to dispose of any Prohibited Items, in whole or in part, as we decide and reserve the right to charge you for any reasonable costs we incur in doing so.

It is of the customer's responsibility to either read the terms and conditions or to contact us to see if your parcel is acceptable.

EasyParcel has the right to intercept, hold and investigate the contents of any parcel that is suspected to contain prohibited items and/or is suspected to be related to a case of fraud. Police will be notified if necessary.

3.0 Collection & Delivery

Our website takes all booking data as per the customers input when using the Quote & Book system. If the collection does not happen or was not given within the time slot allocated, it is the customer’s responsibility to inform EasyParcel via email of a failed or partial collection. We will then endeavor to rearrange another collection which is convenient to the customer. If not reported or given to the courier, orders will be valid for only seven (7) days. Over time of orders will automatically be cancelled through system without refund.

Collections & deliveries are made on working days only. Kindly refer to the operation hours couriers:

  • First Logistics : Monday to Friday, 9am - 7pm
  • Alfatrex : Monday to Friday, 8am - 5pm
  • Safe Logistics : Monday to Friday, 7am - 5pm
  • ESL : Monday to Friday, 12pm - 5pm
  • Red Carpet Logistics : Monday to Friday, 1pm - 5pm
  • GrabExpress : Monday to Friday, 8am - 4pmc
  • PCP : Monday to Friday, 9am - 5pm

Only air waybill/consignment note generated by EasyParcel is acceptable for collection and delivery. Air waybill/consignment note MUST be printed out in good condition.

The consignor or representatives have to be at the collection address during collection hours as stated under courier service info. No refunds and re-collection of shipments for unattended collection.

Please note that all guaranteed services start once the consignment is collected. If the collection fails, it is the customer's responsibility to inform EasyParcel to reschedule for the next collection. No refunds or discount for failed collections.

If the consignee is not in during delivery, carrier riders from certain companies may leave a calling card at the door step requesting for manual collection. Otherwise, the consignment may to be returned to depot.

Third Party Collections: This is where the customer is arranging for a collection from a third-party, where the collection address does not belong to the account holder.

It is the customer's responsibility to ensure there is somebody at the third-party collection address to hand the goods to the courier

Track & Trace details are only available after the collection of consignments.

The consignor must request for a signature on the Sender's Copy from the courier rider upon collection.

Any shipments which were not attached with a Consignment Note imposes no responsibility upon the courier if anything were to happen to the shipment during transit. One air waybill number is only for ONE shipment/parcel/carton. Sharing of air waybill for multiple number of separated shipments is strictly prohibited.

4.0 International Shipments

For now, EasyParcel Indonesia only have domestic shipping.

5.0 Surcharges

By entering the weight and dimensions of your consignment/s you are pre-paying for the postage. If the consignment/s is heavier or larger, extra charges for the additional weight will be charged to the consignor's account. Additional charges will be at EasyParcel's normal rate. EasyParcel's support team will be in contact with consignor when cases on weight discrepancy happens.

Shipments with weight discrepancy/dispute will be place on hold and held in EasyParcel headquater. Unclaimed parcel of over 30 days will be disposed and no longer be valid for claims.

An extra charge for redelivery of any shipment may be done, if the shipper or a person representing the shipper was not available at the shipment venue during the period set for collecting the shipment (both which were set during the shipment order).

An extra charges may be made towards shipments that are meant to be sent to, or collected from, outskirt areas. This will be calculated in the quoting system at the time of booking.

The automated system books and charges for the delivery. If the consignment/s has to be returned, then the return charge is chargeable.

You are pre-paying for the postage charges. Any customs charges will be passed on in addition, should they arise.

We may supply documentation to accompany your shipments. You will be advised of this at the time of ordering. This documentation must go with the shipment, if not your shipment could be delayed and the carrier may charge you a higher premium directly.

6.0 Delay / Damage / Loss

Any item that is listed in our prohibited items, will be exempted from any claim against delay, damage and loss. Please check our Prohibited Items list for more information.

Your consignment/s must be packed to a professional standard. Any claim resulting from a parcel that is not packaged to a professional standard will be rejected. All items must be packed in a double walled box with further padding surrounding the item. Please see our recommended packaging guidelines.

In the event of damage all packaging must be kept for inspection. The item must be available for inspection in the state it was delivered, at the address it was delivered to. If the item is moved / repaired or if the packaging is not kept, the claim will be rejected.

Any item travelling through our services must be able to withstand a short drop, fragile items should not be sent though our services. Any item that is damaged as a result of a fall, with the packaging intact will therefore be declined. Please see our packaging guidelines for details on how to package your items correctly.

If the outside packaging is intact, then any claim for damage to the consignment will be invalidated as the internal packaging would not have been sufficient to protect the product.

If the box or packaging is clearly damaged on delivery, it is of paramount importance the recipient must sign for as 'DAMAGED' otherwise any claim for damage will be refused. It is the sender’s responsibility to inform the recipient of these terms and conditions.

All damaged parcels have to be reported within the time frame specified by each courier companies. Damaged parcels reported after the specified time frame will not be eligible for the compensation claim. Below are the time frames specified for each courier companies.

  • ESL : Within 1 working day
  • PCP : Within 1 working day
  • GrabExpress : Within 1 working day
  • FirstLogistics : Within 1 working day
  • Alfatrex : Within 1 working day
  • Red Carpet Logistics : Within 1 working day
  • Safe Logistics : Within 1 working day

Please state your EasyParcel order/tracking number and a detailed description of the claim/complaint. Allow 2 working days for us to review all details of the claim before we contact you.

7.0 Liability & Claims

EasyParcel’s liability is strictly limited to direct loss and damage of the shipment. All other types of loss or damage are excluded (including but not limited to lost profits, income, interest, future business), whether such loss or damage is special or indirect, and even if the risk of such loss or damage was brought to EasyParcel’s attention before or after acceptance of the Shipment.

* Once payment for a top-up package is completed, NO refunds will be given

* Credits for an account are ONLY valid for a year after the previous top-up payment date.

* After a year, the credits will expire. If there is no additional top up in 2 months period, the credit will be permanently erased.

Each service comes with a limited amount of Transit cover. If you require coverage on the full amount then you must cover the full value of the shipment as the additional cover replaces the inclusive liability cover.

Transit cover applies to per consignment only and not per parcel within a multi-parcel consignment.

In the event of a claim, a cost invoice will be needed to prove the value of the consignment/s and photos must be supplied for all damage claims.

If the item is not sufficiently packed, the claim will be rejected. Please check our guidelines before ordering.

If the item is not correctly labelled, the claim will be rejected.

Please check our Prohibited Items list to see if you are able to make a claim.

Any item that is listed in our Prohibited Items section will be exempt from our liability cover.

For compensation claims, all damaged parcels have to be reported within the time frame specified by each courier companies.

  • ESL : Within 1 working day
  • PCP : Within 1 working day
  • GrabExpress : Within 1 working day
  • FirstLogistics : Within 1 working day
  • Alfatrex : Within 1 working day
  • Red Carpet Logistics : Within 1 working day
  • Safe Logistics : Within 1 working day

Please state your EasyParcel order/tracking number and a detailed description of the claim/complaint. Allow 2 working days for us to review all details of the claim before we contact you.

8.0 Liability Continued

Each individual is only allowed to have ONE personal and ONE company account with EasyParcel. Shipments with duplicated accounts will be cancelled and the account will be suspended without prior notice. Shipments under delivery will be held in EasyParcel headquater. Unclaimed parcel of over 30 days will be disposed and no longer be valid for claims.

EasyParcel strictly prohibits unauthorized reseller from reselling any form of EasyParcel services. EasyParcel reserves the right to terminate, suspend, or otherwise limit unauthorised reseller or its customers' access to EasyParcel without refund to remaining credit balance. EasyParcel shall have no obligation to maintain any messages or other content in suspended, restricted, or terminated accounts, or forward any unread or unsent messages to unauthorised reseller, a customer, a user, or any other party.

The person placing the order is responsible for the information entered. EasyParcel will not be held responsible for wrong information that is entered and no refunds will be given in this instance.

You are pre-paying for the postage charges and EasyParcel applies these charges on your behalf to our account with the relevant carrier. We are not liable for any customs charges that may arise.

Liability is limited to the negligence of the company carrying the goods. This is then limited to the customer who placed the order with EasyParcel.

Loss or damage under the following conditions will not be covered:
Act of God
Consequences of war
Insufficient packaging / Incorrect labelling
Prohibited contents

EasyParcel will deal with the person who placed the order only.

Liability is limited to the cost of sending the item only and to the insured value if a claim is raised. We will not be liable for any further claim for any loss of profit, administrative inconvenience, disappointment, or indirect or consequential loss or damage arising out of any problem in relation to the service you ordered.

You may also find some useful information in our Frequently Asked Questions about our parcel and pallet delivery services

8.1 Miscellaneous

8.1.1 Unless specifically agreed otherwise, “working days” do not include Saturdays, Sundays or public holidays.

8.1.2 We will not provide any refund or reduction of charges if we receive less than the number of parcels for which you have contracted.

8.1.3 EasyParcel free flyers distribution is a seasonal gift that is based on stock availability. We have the right to halt flyer distribution should the supply runs out.

8.2 Late deliveries

8.2.1 If at any time courier companies are prevented or delayed from starting, carrying out or completing any of the services because of a strike, lock out, labour dispute, weather conditions, traffic congestion, mechanical breakdown or obstruction of any public or private road or highway or any other cause beyond their control, you shall have no claim for damages against us for any loss that you may suffer as a result PROVIDED that, where the delay is caused by the mechanical breakdown of one of courier vehicles, they shall use their best endeavours to provide a replacement vehicle with the minimum delay practicable.

8.2.2 We shall not in any circumstances be liable for any late delivery or missed delivery or failure to deliver caused by or contributed to by any deficient or ambiguous labelling of a consignment and you agree to be responsible for ensuring that such labelling is clear and unambiguous.

9.0 Closure of account

9.1 Account holder may close their EasyParcel account in accordance with the Terms and Conditions stated under "Closure of account" clause. Account holder shall pay off any remaining charges, dispute fee or administration fee as given upon termination.

9.2 Account closure may subject to administration fee.