These Terms govern freight forwarding, warehousing, consolidation, transport coordination, customs-related and other logistics services provided or arranged by MYSENDEX.
MYSENDEX primarily provides services as an international freight forwarder and logistics service coordinator. MYSENDEX is not the seller, manufacturer or owner of the Goods and is not automatically the Actual Carrier. Transportation, warehousing, customs-related services and delivery may be performed by third-party service providers. These Terms should be read together with the applicable quotation, order confirmation, route-specific conditions and insurance terms. Nothing in these Terms excludes any right or liability that cannot lawfully be excluded.
By registering an account, requesting a quotation, submitting a Shipment, making payment, giving release or shipping instructions, or otherwise requesting MYSENDEX to provide logistics services, the Customer agrees to these Terms and the applicable quotation and route- or service-specific conditions.
In the event of inconsistency, the intended order of precedence is: shipment-specific order or written quotation → applicable route/service conditions → these general Terms, subject always to mandatory applicable law.
“MYSENDEX” means the MYSENDEX brand and the applicable service entity for the relevant transaction.
“Customer” means an individual or business that registers, requests a quotation, appoints MYSENDEX, submits a Shipment, makes payment or uses the Services on behalf of another person.
“Shipment” means goods, parcels or commercial cargo submitted for receiving, storage, handling, consolidation, forwarding, transport, customs-related processing or delivery.
“Actual Carrier” means a third party actually performing any air, sea, road, courier or other stage of carriage.
“Upstream Service Provider” includes actual carriers, overseas warehouses, agents, customs service providers, local delivery providers and other third parties participating in the logistics chain.
MYSENDEX ordinarily acts as an international freight forwarder, logistics service provider and coordinator in arranging logistics services requested by the Customer.
Unless MYSENDEX expressly agrees in writing for a specific service to contract as a carrier, principal, multimodal transport operator or in another capacity, MYSENDEX shall not be regarded as an Actual Carrier merely because it arranges transportation, collects logistics charges, provides warehousing, issues tracking references or coordinates third-party services.
Documents bearing the MYSENDEX name or branding do not by themselves constitute an assumption of Actual Carrier status.
Depending on route and availability, MYSENDEX may provide international air freight, sea freight, cross-border land transport, consolidation, freight forwarding, warehouse receiving, unpacking, repacking, cargo handling, e-commerce logistics, commercial cargo, bulk cargo, shipment tracking and other confirmed logistics support services.
Not every service is available for every country, warehouse, route or Customer. Current availability is determined by the latest quotation, ordering system or written confirmation from MYSENDEX.
MYSENDEX is not a party to the sale or purchase contract between the Customer and any seller, supplier, manufacturer, buyer or consignee.
Unless a separate inspection service is requested and expressly accepted, MYSENDEX does not warrant the quality, authenticity, quantity, model, specification, functionality, value or conformity of the Goods. Seller shortage, incorrect supply, inherent defects, counterfeit goods, quality disputes or goods not matching the Customer's order are not transportation loss.
The Customer warrants that it owns the Goods, has lawful authority to deal with or transport the Goods, or has been duly authorised by the owner or relevant rights holder.
The Customer must provide accurate, complete and current personal or company information, contact details, consignee details, cargo descriptions, quantity, value, weight, dimensions and other information reasonably required for the Services.
The Customer must accurately declare the description, use, nature, quantity and value of the Goods and any information relevant to safety, transportation, insurance, customs, import/export controls or regulation.
The Customer must not use an incorrect, generic or misleading description to conceal sensitive, dangerous, restricted or prohibited Goods. MYSENDEX, the relevant warehouse, Actual Carrier or authority may request supporting documents.
Classification as general cargo, sensitive cargo, special sensitive cargo, dangerous goods or restricted cargo may vary by origin, destination, transport mode, Actual Carrier and customs requirements.
MYSENDEX, the warehouse, Actual Carrier or competent authority may reasonably open, inspect or request further information regarding a Shipment for safety, classification, customs, transportation compliance or legal purposes. Warehouse receipt does not constitute verification of all contents.
The Customer must not submit Goods prohibited by the laws of the origin, transit or destination jurisdiction or by applicable customs, aviation, maritime, road, postal, courier or carrier rules.
MYSENDEX may refuse, suspend or terminate handling of Goods that cannot lawfully, safely or compliantly be transported. Where permits or approvals are required, the legally responsible party must obtain them.
Unless repacking, reinforcement or another packing service is expressly accepted, the Customer or original shipper is responsible for ensuring that the Goods are adequately packed for normal international handling, stacking, vibration and transportation.
Fragile, leak-prone, deformable, moisture-sensitive, heat-sensitive, pressure-sensitive or other special Goods must be declared and appropriately packed. Damage arising from inherent characteristics or inadequate original packaging is not treated as transportation loss compensation.
Different routes may charge by actual weight, volumetric weight, cubic volume, number of pieces or another billing unit. Applicable formulas, minimum charges, rounding rules and oversized or overweight rules are governed by the effective quotation or order terms.
Measurements taken by the warehouse or Actual Carrier during processing may be used to determine final chargeable weight.
The applicable price is determined by the quotation page, system price, written quotation or order confirmation applicable when the order is accepted.
Remote-area, oversized, overweight, special-handling, storage, return, redelivery, customs, inspection, loading/unloading, waiting, port or other third-party charges may apply where actually incurred and applicable.
Unless the relevant route, quotation or order expressly states “Tax Included”, “Duty Included” or equivalent wording, import duties, sales or consumption taxes, government charges and other destination import costs are generally payable by the consignee or importer.
MYSENDEX does not guarantee customs clearance and does not guarantee that a Shipment will not be examined, delayed, detained or returned by a competent authority.
Unless a specific product is expressly identified in writing as a guaranteed service, all transit times are estimates and are not guaranteed delivery dates.
Customs examinations, governmental action, weather, flight or sailing changes, port congestion, road conditions, border controls, public holidays, strikes, carrier-network adjustments, equipment failures and other events outside reasonable control may affect transit time. Ordinary delay does not create an automatic entitlement to refund or compensation.
A warehouse receipt or system check-in generally confirms only that an external parcel or package has been received. It does not automatically confirm the quantity, model, quality, authenticity, value or internal condition of all contents.
If counting, photography, unpacking or other special work is required, the Customer should request the relevant value-added service where available.
Consolidation, unpacking, weight reduction, repacking, reinforcement and other warehouse value-added services apply only where actually offered by the relevant warehouse or route.
The Customer should provide clear instructions before processing begins. Any amendment or cancellation after processing begins depends on the actual stage of work.
China and Malaysia warehouses: Shipments are entitled to up to 60 calendar days of free storage from the first warehouse check-in date recorded by the system. Unless otherwise expressly stated, the same 60-calendar-day period is also the general maximum storage period.
Other countries or regions: free and maximum storage periods vary and are governed by the relevant warehouse or route-specific rules. The China/Malaysia 60-day rule does not automatically apply elsewhere.
MYSENDEX may appoint third-party couriers, road carriers, delivery providers or other suppliers to perform last-mile delivery.
The Customer must provide a complete and serviceable address, postcode, telephone number and other necessary delivery information. Remote areas, islands, highlands, special unloading or other special conditions are subject to applicable route rules.
A Shipment may be held, redelivered or returned where delivery cannot be completed because of incorrect address or telephone details, absence, refusal, customs issues, consignee non-cooperation or other relevant circumstances.
Actual redelivery, return, storage, address-correction or other third-party charges are handled according to the cause and applicable route conditions.
The Customer authorises MYSENDEX, to the extent reasonably required to perform the Services, to select and appoint airlines, shipping lines, road carriers, warehouses, couriers, customs service providers and other logistics suppliers.
Where reasonably necessary, MYSENDEX may change an Actual Carrier, routing, transit arrangement or operational method. Third-party carriage and warehousing conditions may also apply where lawfully applicable.
Where investigation confirms actual loss or shortage during the applicable logistics or transport stage, the matter may be handled under route-specific conditions and the responsibility rules of the relevant warehouse, Actual Carrier or Upstream Service Provider. MYSENDEX does not apply one universal compensation limit to all services.
For applicable China-to-Malaysia air and sea freight, this is the maximum compensation where qualifying loss is confirmed, unless a specific quotation, route, product or insurance arrangement expressly provides different terms.
Other origins and routes follow the applicable responsibility and compensation rules of the relevant overseas warehouse, Actual Carrier or Upstream Service Provider.
Standard freight forwarding does not include unconditional cargo-damage compensation. Damage is not automatically treated as loss. Estimated transit time is not a guaranteed delivery time unless expressly agreed for a guaranteed service.
Where transportation loss, shortage or another matter requiring investigation is suspected, the Customer should notify MYSENDEX promptly and should normally provide initial written notification within 7 calendar days after delivery, expected delivery or discovery of the issue, as applicable.
The Customer should retain labels, outer packaging, photographs, video, purchase and payment records and other evidence reasonably required. Mandatory or longer periods under applicable law or valid carrier conditions prevail where they cannot lawfully be shortened.
Standard freight charges do not automatically include cargo insurance. A Customer requiring cargo-value protection should request available insurance before shipment.
Availability, premium, insurable Goods, coverage, declared value, deductible, exclusions, documentation and compensation terms are confirmed case by case according to the Goods, route, mode and available insurance arrangement.
The Customer must pay freight, taxes, handling charges and other lawful charges applicable to the confirmed order.
MYSENDEX does not apply the previous legacy 10% monthly late-payment penalty. Where confirmed charges remain unpaid, MYSENDEX may, to the extent permitted by law and operationally practicable, suspend further processing, warehouse release or delivery until settlement.
Cancellation or refund requests are handled case by case according to the Shipment's processing stage, Services already performed, third-party charges incurred and applicable route conditions.
Once processing, warehouse release, carrier handover or non-refundable third-party costs have occurred, the Customer is not automatically entitled to a full refund. Any remedy required by applicable law remains unaffected.
For China and Malaysia warehouses, Goods remaining unresolved after the 60-calendar-day maximum storage period may be classified as unclaimed or abandoned cargo.
Where reasonably practicable, notice may be issued using the Customer's registered contact details. Continued storage, return, transfer, disposal or other handling is subject to applicable law, warehouse rules, the nature of the Goods and circumstances. Other countries follow their own applicable rules.
Where a sea shipment gives rise to general average, salvage, casualty or another legally recognised contribution or security requirement, responsibility lies with the cargo owner, consignee, insurer or other party legally responsible for the cargo interest.
MYSENDEX does not, merely by arranging sea freight as a freight forwarder, automatically assume the Customer's general-average or salvage contribution.
Demurrage, detention, port storage, customs examination, waiting time, redelivery, forklift, special handling or other third-party charges actually arising from the Customer, cargo owner, consignee, customs authority, government authority or circumstances outside MYSENDEX's reasonable control are payable by the party responsible under applicable law or service conditions.
Services may be delayed, suspended, rerouted or prevented by natural disasters, severe weather, war, governmental action, sanctions, border closure, epidemic or pandemic, strikes, port closure, widespread flight or sailing cancellation, transport-network disruption, major customs intervention or other events beyond reasonable control. The affected party should nevertheless take reasonable practicable measures to mitigate the impact.
Any liability of MYSENDEX is first determined by the applicable route, specific order, stage at which responsibility arose, applicable third-party conditions, mandatory international transport convention and applicable law.
Where a specific route expressly provides a compensation limit, that limit applies to the extent permitted by law. To the maximum extent permitted by law, MYSENDEX is not liable for loss of profit, sales, business opportunity, contract, goodwill or other indirect, special, incidental or consequential commercial loss. Nothing excludes liability that cannot lawfully be excluded.
Where deliberate or inaccurate declarations, prohibited or unlawful Goods, undeclared dangerous Goods, infringement of third-party rights, incorrect documentation or another Customer breach directly causes MYSENDEX or a service provider to incur third-party claims, penalties, costs or losses, the Customer is responsible for those consequences to the extent permitted by applicable law.
MYSENDEX may process Customer and consignee names, addresses, telephone numbers, identification or customs information, order information and other data reasonably necessary to perform the Services.
Where reasonably required, relevant information may be provided to Actual Carriers, warehouses, customs service providers, couriers, IT providers and other necessary providers subject to applicable data-protection law and the MYSENDEX Privacy Policy.
The Customer must not use the MYSENDEX website or account for fraud, illegal activity, unauthorised system access, identity misuse, unlawful cargo or other harmful activity.
The Customer should protect account credentials. MYSENDEX may restrict or suspend an account or service for reasonable security, fraud, legal or serious breach concerns.
Effective Date: 1 January 2026
Last Updated: 12 September 2026
This version consolidates and clarifies MYSENDEX's current service and operating policies. Provisions reflecting policies already applied from 1 January 2026 reflect those policies from that date. Any newly introduced provision materially increasing or changing Customer rights or obligations applies prospectively to Shipments accepted after publication unless otherwise permitted by law or expressly and lawfully agreed.
Governing Law: These Terms are generally governed by the laws of Malaysia, except where a mandatory international convention or other non-excludable law governs a particular stage of carriage.
Disputes: The parties should first seek to resolve disputes in good faith through MYSENDEX customer service. Unresolved disputes may be brought before a Malaysian court of lawful jurisdiction or any applicable consumer or statutory dispute forum that cannot lawfully be excluded.
Language: Chinese, English and Bahasa Melayu versions are intended to have the same meaning. In an irreconcilable translation inconsistency, the English version is the interpretative reference to the extent permitted by law.
Severability: If any provision is invalid or unenforceable, the remaining provisions remain in effect. No Waiver: Delay in exercising a right does not permanently waive that right.
Review the relevant route, quotation and service conditions before shipping. For loss, shortage or damage issues, refer to the Claims Policy.