Frequently Asked Questions
MatDespatch provides express and same-day door-to-door pickup and delivery service in Klang Valley.
For online shops and retail shops:
To ensure your package delivered safely and on time, please ensure you follow these packaging guidelines and procedures:
1. Firstly, remember to always label your package with our Consignment Note or Tracking No. For third party services, you must use the provided Consignment Note. i.e. Nationwide Express, TA-Q-BIN Services.
2. Remove any markings or labels on the package that are no longer applicable.
3. For packages with multiple items inside, please wrap each item individually before placing them in a box.
4. Use adequate cushioning material (i.e.: bubble wrap, crumpled paper, etc).
5. Use strong tape to secure your box or parcel.
6. Properly seal your package to avoid exposure from foreign elements (i.e. direct sunlight, rain water, dust, etc).
7. Do not use string or paper over-wrap.
8. For odd or irregular-shaped items, please wrap and tape all sharped edges or protrusions.
We provide door-to-door pickup and delivery service where our Hero will go to your place to pickup the item and make the delivery on the same day.
We offer same day delivery, Extended, Ondemand and Express service.
For Afternoon service, Shipment will be collected from 9am-4pm and will be delivered from 10am until 6pm (suitable for office address)
For Evening standard : Shipment will be collected from 3pm-6pm and to be delivered from 6pm-9pm (suitable for house address)
Extended Service: Shipment to be collected from 9am-6pm and to be delivered up till 10pm (suitable for house address)
Ondemand : Shipment to be collected and delivered within 4 hours of request time.
Express: Depend on express time service chosen
Simple sign up on our website, purchase credit, and book a delivery - Sign up here.
We provide Cashless transaction. You purchase credit and make payment via online bank transfer or credit card - Purchase credit here.
If you are returning a product that was delivered by MatDespatch, please contact the seller to coordinate your return.
We currently deliver throughout the Klang Valley area and coverage area will be increased through time by time.
Any pickup request before 3pm will be delivered on the same day. For pickup request made after 2pm will be schedule for the next day. Delivery also depends on traffic congestion, weather and technical factor. We give 12-hours guarantee for the item to arrive at its destination. For late pickup or delivery later than 12 hours, we will refund RM 2.
Yes, the sender's email address or phone number provided at the time of shipping will be utilized to notify the sender. The sender can also track the movement of the delivery via ‘Real-Time Tracking’ feature.
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”. Redelivery will be done within 24 hours to either sender or receiver at the discretion of our HERO. HERO will return the shipment to sender should receiver does not respond to receive the shipment.
We provide up to RM 500 insurance per item covering damage and losing item and you have to declare the item and the insured amount in the booking form in advance. We only cover package lost/damaged during delivery. We only refund delivery charges for failed pick up. Price is subjected to 6% GST. All prices are subject to change without prior notice.
The maximum volumetric weight per package is XL70 (70 kg volumetric weight) equivalent to maximum dimensions of 70 cm W x 70 cm L x 70 cm H.
All shipments must be packed in containers made of durable material and of 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 here for our packaging guidelines.
MatDespatch accepts many different types of shipments. If you are unsure if your item is acceptable, review our prohibited articles .
MatDespatch rates vary based on volumetric weight and customer's base rate package. Kindly please refer to your profile for Base Rate, Purchase Credit page for base rates and our Price Calculator page Rates & Plans.
If the driver has arrived at your location and no package is available for pickup within 10 minutes from arrival time, and you are not uncontactable or provide invalid pickup address, HERO will continue with his route and your order will be canceled. We will only refund 50% of the charge. MATDESPATCH have the rights to cancel without prior notice. To ensure a smooth delivery process please adhere to the booking pickup time.
If you are concerned about the status of the delivery, you may contact our Customer Service.
We do not automatically offer refunds for service delay or failures, but will investigate on case-by-case basis. Any refunds will be made to your account credit.
You will receive notifications via push notifications, SMS/email. You can also track your shipment here
Yes, the receiver's name, address and phone number provided at the time of shipping will be utilized to notify the sender. The receiver can also track the movement of the delivery via ‘Real-Time Tracking’ feature.
You may use a tracking number (provided when you Confirm Order) to track a shipment.
We have various ways you can reach us. Please refer to Contact Us page for the method that best suits your needs.
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.
If you forgot your user ID or password, you can recover your detail by click on Forgot password button, we will send your new password via SMS and email. Our Customer Service Representatives also will be more than happy to assist you.
We are always happy to hear from our customers. If you have an immediate need, Please refer to Contact Us page for the method that best suits your needs.
Please refer to Contact Us page for the method that best suits your needs. Please submit tracking no, description of claim and photos. Kindly note claim need to be made within 3 days from date of delivery. MATDESPATCH have the rights to reject or dismiss any claim submission that does not adhere claim guidelines or more than 3 days from date of delivery.
Contact us via our Live Chat or email us at email@example.com. Our Customer Care operating Hours is Monday- Friday from 9am till 6pm and on Saturday from 9am till 12pm.
Sometimes they don’t pickup their phones, normally because they are driving. You may track your delivery here.
You cannot modify your booking. However, you can cancel and create a new one. For cancellation, you can do so before our HERO is on the way to collect the package. If HERO is already on the way or later on the delivery process, we will only refund 50% of the charge.
Yes, we recommend you to follow our packaging guidelines.