FAQs

BUYER

Who are we?

Yellow Porter launched in January 2017 and has since steadily established itself as one of Malaysia’s most cost-efficient way of product-sourcing and shipping internationally. As an e-commerce enabler specialising in cross-border shipping, we assist our customers—both retail and business owners—in sourcing, purchasing, and shipping items from abroad to their home countries, or outward bound from their home countries. We currently have presence in Malaysia, the US, UK, Australia, Korea, Japan, Germany, Taiwan, India, and with more countries coming soon. Yellow Porter is unique as it leverages under-utilised storage capacity in cargo spaces in aircrafts and ships to transport international shipments. Our motto is simple: Ship out of the box. Porter it.

What if I need to do a repackaging for my items for delivery?

Yellow Porter can definitely help with this, we charge a repackaging fee of RM25 per item per KG.

How do I use Yellow Porter?

Step 1: Get your Yellow Porter shipping addresses

Sign up for an account and log in to access your local shipping addresses.

Step 2: Start shopping

Start shopping online and be sure to use the provided local shipping address at checkout!

Step 3: Let us know how you’d like to ship and save

Once your purchases arrive at our warehouse, choose your preferred shipment release based on time and budget. To give you even more savings, we are able to consolidate your items for you.

Step 4: Pick your last-mile option

Choose to self-collect your item(s) from our warehouse or request a last-mile delivery with us.

Can Yellow Porter make an online purchase on my behalf?

Yes, we can. We are ready to help shop online on your behalf. You’ll pay a small fee for a big convenience. Just log in to your account to submit a Shop4Me request.

Shop4Me – 10% of total online transaction

Let us help make online purchases on your behalf. Do provide us with details of the e-commerce website link in Shop4Me request form.
Note: Total online transaction is including any local shipping fees.

Can I edit or cancel a request once the transaction has been confirmed?

Once payment has been made, you will not be able to cancel or reverse the transaction. Should there be any need for change to the shipment address, you can contact us at support@yellowporter.com and we will assist where possible, depending also on the current status of the item.

What are the items I can purchase and/or ship?

Buyers can only purchase and/or ship items within these categories.

    1. Automotive
    2. Beauty, Personal & Healthcare (subjected to alcohol content)
    3. Books & stationeries
    4. Clothing, Shoes, Fashion Accessories
    5. Home & living
    6. Music, Movies & Games
    7. Non-perishable Food
    8. Sports & Outdoors
    9. Tech, Gadgets & Electronics (subjected to battery content)
    10. Toys, Kids & Babies

We are constantly working on adding new categories to our service.

You may also refer here for list of prohibition/restriction of imports/exports goods by RMC here.

What about shipment of liquid/aerosols/compressed gases?

These are prohibited items for transport and Yellow Porter as they can be classified as Dangerous Goods. As Yellow Porter is not a licensed Dangerous Goods carrier, we will not be able to export/import any goods that fall into this category. You may drop us an email for further clarification on this.

Please also note that due to the nature of this, the timeline of delivery can/will increase. Anyway from a few weeks to a few months depending on volume and quantity.

If however, you would like to pursue the shipment, Yellow Porter will do our best in assisting to ship by applying for certain paperworks and permit.

My items have built in batteries. Is Yellow Porter able to ship them?

This will be on a case to case basis depending on the type of battery and the quantity of batteries in each item. As a general rule, Yellow Porter is only able to ship a maximum of 2 items with built in batteries per shipment. Please send us an email at support@yellowporter.com should you need further clarification on this.

Shipment of items with battery may require additional paperwork and this will increase the delivery timeline by a few days to a few weeks depending on item type and volume. Some of these items are also prohibited for shipment. Please drop us an email at support@yellowporter.com if you need us to further clarify.

What is the maximum allowed value to the items I purchase?

We will be advised that the items purchased shall carry a maximum total value of RM500. You may still purchase items worth more than RM500, but we are ONLY liable for damages up to RM500 without the purchase of insurance.

What are the countries covered by Yellow Porter?

Yellow Porter covers shipping to/from these destinations:-

    1. All states of the United States of America (U.S.A.)
    2. Australia
    3. Germany
    4. India
    5. Japan
    6. Malaysia
    7. South Korea
    8. Taiwan
    9. United Kingdom (U.K.)

What if the destination I want is not currently covered by Yellow Porter?

You may email us at support@yellowporter.com and we will try to assist accordingly.

What is Volumetric Weight, and how do I calculate it?

The cost of a shipment can be affected by the amount of space that it occupies, rather than the actual weight. This is the volumetric (or dimensional) weight calculated and compared with the actual weight of the shipment to ascertain which is greater; the higher weight is used to calculate the shipment cost.

Volumetric Weight = (Length x Width x Height in cm) / 5,000 = kg

1. Measure the length, width and height of the package in centimeters (cm).

2. Calculate the volume and divide it by 5,000 to get the volumetric weight in kilograms (kg).

Note: Round of fractions to the next whole number.

3. If the volumetric weight is heavier than the package's actual weight, use the volumetric weight to calculate the shipping fees.​

More info here.

What are the fees chargeable by Yellow Porter and how much are they?

We have introduced new shipping options and fees, effective 1 March 2018. Use our handy shipment calculator for an idea of how much shipping fees you’ll be paying.

  • Ship to/from U.S.A. / U.K. / Germany within 5-14 working days for RM76/KG
  • Ship to/from Australia / Korea / Japan within 7 working days for RM45/KG
  • Ship to/from Taiwan within 7 working days for RM45/KG
  • Ship to/from India within 7 working days for RM50/KG

What are the weight limitations to a shipment?

There are no weight limitations to our service but our shipping rates are calculated based on the consignment's actual weight OR volumetric weight, whichever higher.

What if my consolidated weight is above 30kgs?

For all consolidated weight that is above 30kgs, Yellow Porter will handle this manually and the shipping timeline will differ from the standard timeline.

How do I pay for the shipping fee and/or the items?

We accept payment via credit card, PayPal, or telegraphic transfer directly to Yellow Porter Sdn Bhd's CIMB Bank account. Account details will be provided where necessary.

Yellow Porter Shipping and Shop4Me Services:

If the items are purchased via an e-commerce site, payment for the item needs to be made directly to the site. As for the Shipping Fee and/or cost for the item to be purchased by Yellow Porter, you will be required to pay in full to our account details as specified in a Request Confirmation Email that you will receive after your request is submitted. Yellow Porter’s services will only commence when full payment is received.

Porter Picks Online Catalogue:

We accept credit card, PayPal or offline payments for all items available on our online store.

How long will it take the item to reach the shipment destination?

Once the shipping details have been confirmed and the shipping fee paid, it will take 10-14 working days for the item to reach the shipment destination. This does not take into account any Customs check which is out of Yellow Porter's control and may take up to an additional 7 working days depending on the nature of the item.

How can I get my items when they've reached their shipment destination?

There are two ways you can get your items:

Option 1: Self Pick Up

Items can be picked up at our warehouse strictly via appointment every FRIDAY (10am to 5pm) of the week. To make an appointment with us, you may reply to the Item Arrival email that you received or simply send us an email at support@yellowporter.com.

Yellow Porter @ ​The Port
No. 12, Jalan Tempinis, Taman Lucky, 59100 Kuala Lumpur, Wilayah Persekutuan

Option 2: Last Mile Delivery

Direct delivery to your doorstep for a small fee of RM10 (depending on location) being absorbed by the buyer.

What if the item is damaged or does not reach the intended destination?

The recipient of the item is required to check the item and sign off an Acknowledgement Form. Any damage should be informed and noted at this stage.

For damaged items without insurance, we will examine it on a case-by-case basis and compensate accordingly. If the item does not reach the destination and it is proven that it is at the fault of Yellow Porter, then a maximum compensation of MYR500 will be provided depending on the value of the product as well as the refund of the Shipping Fee.

Any claims once the Acknowledgement Form is signed off will not be entertained.

How do I know if I’m charged custom duties and taxes, and how can Yellow Porter help?

You may be charged customs duties and taxes for something purchased online because: Duties and taxes are most typically not included in the price of the goods you purchase online, and might not be included in the overall shipping costs you pay to the online retailer.

To ensure that we can deliver your goods in the shortest possible time after entering your country or customs union, we will pay the customs authority on your behalf for any duties and taxes that are due on the goods.

Once the duties and taxes are fully repaid to Yellow Porter, the goods will be released to you.

How long may I store my items at your warehouse?

Yellow Porter offers FREE storage for up to 30 calendar days from the first date of receiving your item at all our warehouses. From then on, Yellow Porter charges a storage fee of RM5 per day per item.

What about returns/shipment assistance?

Yellow Porter will definitely assist with all of the above. We charge a flat rate of RM60 handling fees for all returns/shipment assistance per item. This is on top of the shipment fees from Malaysia to the destination/origin country.

What if my shipment is confiscated/denied entry into destination country?

Yellow Porter will do everything to our best ability to ensure this doesnt happen and will work around the clock to ensure smooth sailing for all our shipments. If however, we shouldface a roadblock, Yellow Porter will not be held responsible for any items (of any nature) that are denied entry or confiscated. This includes any form of monetary returns, credit shells or item recovery. Furthermore, any additional fines will be fully beared by the customer.

Prohibited Items

  • Compressed Gases/Aerosols
  • Perfumes
  • Flammable Liquids
  • Battery Packs
  • CBD Products

 

INSURANCE

Is the additional insurance coverage available for all delivery services?

No. The additional insurance coverage (underwritten by Zurich General Insurance) is only available for Yellow Porter Express and Yellow Porter Standard international shipping methods only.

How much is the insurance premium?

The insurance is 1% of the shipment value or a minimum of RM1.00, whichever is higher.

What is the limit of liability?

RM5,000.00 per shipment.

Can I purchase the insurance coverage after a shipment is released?

No. You’ll need to purchase the insurance coverage during request to ship by selecting insurance coverage as an add-on.

Do I need to declare the description of the goods?

Yes. Specific goods description such as brand, specification of the goods, colour and etc. to qualify for the insurance coverage. For convenience, this information will be automatically obtained from the orders inputed in the system.

When will I receive the cover note?

We will process your insurance and send a copy of the cover note to your registered email immediately upon successful request to ship.

What should I do in the event of loss or damage?

You must notify us through email with full details of the incident/accident within 48 hours from information or goods received. Early notification is required to avoid any prejudice to your claim. If theft and/or injury to third party, please make a police report immediately.

How do I submit a claim?

You must submit your claim to us at support@yellowporter.com with all supporting information and documents as requested. Documents include photocopy of IC or passport, invoice of the goods, copy of consignment note, copy of cover note, picture for damage cases and police report for theft cases. You will be required to give full cooperation to the surveyors/adjusters appointed by us in assessing your claim.

When will I receive the claim reimbursement?

Upon receiving your complete documents, the claim will be processed and completed within 21 business days. Any reimbursement will be made to your bank account.

What is an insurance excess?

The insurance excess is the amount you will be required to pay when you make a claim. This amount will be deducted from the final amount payable from the insurance company if the claim falls under the policy condition. The payable excess is 1.00% of loss or a minimum of RM50.00 on each and every loss for each parcel, whichever higher.

Who can I contact to check on a claim status?

You may reach us at support@yellowporter.com or melisa.tan@senangpks.com.my. Kindly do reference the master policy number (011800053423-00) and your email to expedite the process.