FAQ: Your Questions, Answered
Frequently Asked Questions
Browse answers to our most common questions. If you don’t see what you need, our team is just a call or chat away.
BUSINESS
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To open an account with ABX Express, please kindly go to (Business Enquiry) and complete the form.
One of our representatives will be in touch with you as soon as possible.
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The rates for account customers varies. It depends on the business profile of the customer. Please kindly go to (Business Enquiry) and complete the form.
One of our representatives will be in touch with you as soon as possible.
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Two payment methods are available for our account customers which are by bank transfer and cheque.
PICK-UP SERVICE
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Yes, we do. To arrange for pick-up service, login to our Pick Up Service Portal. Simply enter the shipment & parcel details to place an order, and just wait for our rider to pick up the parcel from your doorstep!
Web Version: Click HERE to place your order!
Mobile version: Click HERE to place your order!
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For non-account customers (individual), we only accept cash payment over the counters
and online transfer for EasyShip request.
TRACKING
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Tracking number also known as consignment number. It is a unique identifier for a shipment which to determine by product or types of shipment.
Below are the samples for ABX Tracking No :
SHX xxxx
DUSJ xxxx
Ecommerce-SHX xxxx
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You can track your shipment status by using the tracking number provided. You may visit our Track & Trace Portal in our website (Track & Trace).
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You may check your parcel movement through our virtual support digital by clicking ABX avatar.
Select Track & Trace menu and you may key in your tracking number and you will be provided the last status of your parcel’s movement and location.
Please ensure to put (,) comma after each of tracking number.
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1. Contact us to do arrangement for Self-collect (office collection) at any of our nearest counter.
2. You can request a re-attempt delivery of the shipment (only applicable for selected trackable item).
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Self-collection is only available at any of our ABX Express outlet, kindly contact us at 1800-33-3333, or through our social media platforms and simply request for self-collection arrangement and specify which outlet to collect from.
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You may visit any one of our outlets nationwide. Please kindly visit (Location) to find out the nearest outlet to your location.
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Tracking events usually appear 24-48 hours after receiving the Track and Trace ID. In general, once the shipment has reached our facility, a tracking event will appear and you may start track your shipment (Track & Trace).
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If you do not have a tracking number, as a recipient we advise you to contact your shipper / sender.
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Please ensure that you're tracking number is keyed in the correct format EXAMPLE : SHXxxxxxxxxCMY.
If your tracking ID is not working, you may contact your shipper or sender.
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Typically, our drivers will try their best effort to deliver the item on the same day especially during peak season.
If we are unable to deliver a package that shows a status of "Parcel Out for Delivery", we will attempt delivery on the next business day.
Please note that we are unable to contact our drivers or to provide you the contact details of the rider for an estimated delivery time.
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Kindly check with your guardhouse, colleagues, mailroom, nearest neighbours, family members or anyone who might have received the package on your behalf.
If you are still unable to locate the package, kindly contact our live agent for assistance.
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Request for re-attempt delivery can only be made should the first delivery attempt was unsuccessful due to the closure of premise or the recipient was not available at the time of delivery.
Any request for 2nd must also be made within the provided storage period.
SHIPPING
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The maximum weight of parcel that can be delivered is 25kg.
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There is no maximum weight for international shipment. However, for any shipment exceeding 30kg, you are kindly requested to break them into smaller pieces of shipments for ease of handling.
The maximum dimension for international shipment is 4m per side.
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For damage or partial loss of a shipment, within seven (7) days from the date of successful delivery; and
For total loss of shipment, within thirty (30) days from the date of packages or parcels tendered to and accepted by us for carriage under a single Consignment Note.
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You will need to download the form from our chatbot by clicking:
Claim menu > Forms > Click to download file. (HERE)
Kindly enclosed all complete attachments and email to [email protected]. Your request will be processed within 14 working days. Your request will be processed within 14 working days.
1. Pictures (proof of evidence for damage /partially lost/wrong content items)
2. Complete Claim Form
3. Copy of Identity Card
4. Tracking Number
5. Declaration Form
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1. Explosives - Example of explosive include firearms, fireworks and bombs
2. Gases - Examples of gases include butane lighter, butane gas and medical oxygen, aerosols
3. Flammable Liquids - Examples of flammable liquids include paints, petrol, thinner, alcohol and perfumery products
4. Flammable Solids - Examples of flammable solids include matches, lighters and sulphur
5. Oxidizing Substance and Organic Peroxide - Examples include bleach, peroxide, fibre glass and repair kits
6. Toxic and Infectious Substance - Examples include poison, virus culture and pathology specimens
7. Radioactive Material - Examples include domestic smoke detector and x-ray
8. Corrosive Materials - Examples include batteries, acids, mercury, alkaline and caustic soda
9. Miscellaneous Dangerous Goods - Include magnetized materials such as equipment containing lithium batteries, asbestos, dry ice and other potential
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According to Post Office Rules 1947, which governs the handling and/or transmission of postal articles, KEX to comply with the national and international regulations and best practices of postal and courier operators.
We have provided the current information on the processes and safety guidelines for shipping hazardous materials domestically and internationally.
It is unlawful for senders to use KEX delivery network to send the following prohibited items, whether consisting or containing of :
1. Liquid (any types of liquid form)
2. Live plants
3. Drugs, narcotics and paraphernalia
4. Human parts/remains (including cremated ashes)
5. Articles which may endanger health, safety and environment or damage other items
6. Jewellery, gold, antiques and precious stones
7. Animals (including insects, eggs, larva, birds and ivory)
8. Coins, currency notes, bullions, credit cards and Bearer Negotiable Instrument**
9. Counterfeit and pirated goods (including CDs, VCDs and DVDs)
10. Pornographic and/or obscene materials
Important Notes!
Posting of original and/or official documents example: Identity card, passport, birth certificate are sent on sender's risk. KEX shall not be liable in any manner for the lost and/or damage of these documents.
KEX will not entertain and/or be accountable for any subsequent charges, fines and compensation which may be incurred if the declaration of items is deemed false, incomplete, dubious or contradictory to the declaration made by sender prior to posting, whether directly or indirectly.
ABX may, in special circumstances, agree to different conditions for the carriage of some prohibited items for our contract customers. KEX will not be liable for any claims in damages or delay of shipment if the item is deferred, detained, withheld, returned to sender, or not processed because it contains or consist of aforementioned articles.
*Due to requirement by the airlines, KEX does not accept the posting of any types of liquids by post.
**Bearer Negotiable Instrument includes
a) A traveller’s cheque
b) Any negotiable instrument in bearer form, endorsed without any restriction, made out to fictitious payee or otherwise in such form that title of such instrument passes upon delivery; and
c) Any negotiable instrument that is signed but the name of payee is omitted.
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Below are some guidelines for the sender to take into consideration before posting, however it is still subjected to Term and Conditions.
The Sender is responsible to ensure the shipment posted has been;
1. Labelled and addressed clearly and legibly and wrapped neatly,
2. Securely and safely for transportation and
3. Able to withstand the handling of the courier/postman.
4. Please consider using bubble wrap, shredded cardboard, or corrugated inserts for item packaged in a box
5. Contents packed are compacted with minimal empty space to prevent content movement inside the box.
6. Do not use old, recycled, dented, torn or overweight packaging.
7. Ensure that an adhesive tape is wrapped around the box to protect the it from being accidentally opened, or torn.
8. For documents, please use padded envelope to avoid splits, tears or stretch.
9. The content must be correctly stated and declared.
(Go to Terms & Conditions)
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Please contact the sender to stop delivery or to change the address on the package before the first delivery attempt.
Only the person who sent the package can cancel the delivery before the first attempt.
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The sender is fully responsible for any postal items such as, but not limited to, liquids; creams or cosmetics in containers at risk of breaking; and any form of perishable foods and/or that could harm other items.
ABX Express will not be responsible for any claims or refunds of postage charges, loss costs, damage or direct/indirect loss, whether posted or accepted for posting, intentionally or unintentionally.
The sender is also fully responsible for any postal items made of glass, porcelain, ceramic or fragile/ breakable decorative items.
We will not be responsible for any claims of damage or indirect loss unless the item has been insured, properly packed and labelled.
CUSTOMER SUPPORT
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ABX Express is going digital. In the continuity to serve you better, our chatbot is available 24/7.
Look for our widget at the bottom right of our website's main page. You may reach us from various channels
Call Centre: 1800-33-3333.
Live Chat: Monday to Sunday(7Days) (08:30am-05:30pm)
Email:[email protected].
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You will be provided with a ticket number for every case logged with us. You can use the ticket number to interact with our contact centre agents or Live Chat Agents.
Call line: 1800-33-3333.
or
Launch our Chatbot to begin and choose 'Ticket Status' from the main menu button.
Live Chat: Monday to Sunday(7Days) (08:30am-05:30pm) except public holidays
GENERAL
