These Terms and Conditions (“T&C”) govern the use of the Services (“Service”) provided by Pgeon Express Sdn. Bhd. (“Pgeon”). By using our services, you agree to comply with all these terms and conditions. If you have any objection to these terms and conditions, you must not continue to use our services.
Pgeon may, in its sole discretion, change or modify these T&C from time to time, with or without prior notice to all users.
Pgeon, we, us, our = Pgeon services
Delivery = Pgeon Delivery services (Point-to-Point, Point-to-Door, Door-to-Point, Door-to-Door)
Collect = Pgeon Collect service
Partner = Pgeon Points and other courier aggregator services
AWB = Consignment Note/Air waybill
Customer(s), you = The individual to use Pgeon services
Sender = The individual to deliver the parcel
Consignee, recipient = The individual to receive the parcel
Assess to Our Website
Pgeon owns the copyright and all other intellectual property rights of this website. You are granted to limited use of our assets subjected to the guideline provided. You are prohibited from commercializing, reselling, distributing, adapting, printing and publishing any information without our written permission.
However, we DO NOT sell, share or transfer any of your personal information to anyone else.
Pgeon is a licensed company under Postal Services Act 2012 [ Act 741]. Pgeon offers two types of services, Pgeon Delivery and Pgeon Collect to our customers. Customers will be able to use Collect service through our website and Delivery services through our website or any of our partnered courier aggregator website (i.e. EasyParcel).
Our pick-up Delivery service covers selected areas of Penang, Kuala Lumpur, Selangor and Johor. We operate on Monday to Friday, from 9.30am to 6.30pm, excluding Public Holiday (subjected to respective states). Our delivery takes 1 to 3 business days to reach the recipient.
Customers may contact us through email, Facebook Messenger and Whatsapp during operation hours for customer service.
Pgeon offers a maximum delivery limit of 30kg parcel or 150cm in total dimension (L+W+H = 150cm). For any parcel exceeding the limit, Pgeon has the right to reject the delivery and return the parcel to the customer without a refund. Final weight of parcel during booking should be compared between actual vs volumetric, whichever higher. Volumetric formula = LxWxH (cm) / 5000
Only air waybill/consignment note generated by Pgeon or any of our permitted partners is acceptable for collection and delivery. Air waybill/consignment note MUST be printed out in good condition. You are not allowed to amend, modify or correct any information on the printed air waybill/consignment noted. Pgeon reserves the rights to hold, withdraw or return the parcel without refund to the customer.
Any shipments which were not attached with a Consignment Note imposes no responsibility upon Pgeon 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 numbers of separated shipments is strictly prohibited. No refund will be given if the customer has overbooked the service.
Customers may request for POD up to 14 days from the date of completion of the delivery. Pgeon reserves the rights to reject the request to produce POD after 14 days past delivery with no refund or claims.
Parcel Missed Pick Up
If the collection does not happen or was not given within the time slot allocated, it is the customer’s responsibility to inform Pgeon 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.
Parcel Missed Delivery
If the consignee is not at the delivery address during delivery, our delivery driver or rider may leave a calling card at the doorstep requesting for manual collection. Otherwise, the consignment may be returned to the hub.
It is the obligation of customers to notify Pgeon of a failed or missed parcel delivery. We will then endeavor to rearrange another delivery reattempt which is convenient for the customer. If no report or communication is given to Pgeon, we will proceed to return the parcel to the sender without refund.
Parcel Late Delivery
If at any time we 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.
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.
Third Party Collection
With the permission from the recipient, Pgeon may deliver the parcel to a third-party collector or in another mean (i.e. leave the parcel at the door front). It is the customer's responsibility to locate the parcel once Pgeon has successfully delivered the parcel.
Please note that certain items are Prohibited Items and cannot be sent by any of our services. Prohibited Articles include, but are not limited to:
- Any objects or substances that are either illegal in the jurisdiction or in respect of which carriage or possession is illegal in the Jurisdiction.
- Gases, pyrotechnics, arms and ammunition or corrosive, toxic, flammable, explosive, oxidising or radioactive materials or any other noxious, dangerous or hazardous goods or goods likely to cause damage; human remains, including funerary items such as urns and ashes or animal remains including taxidermy or ashes
- Deeds, tender documents, documents including passports, stamps, securities, vouchers, money, credit cards, traveler’s cheques, precious stones or metals, livestock, liquids, foodstuffs, perishable goods, glass, bullion, coins, precious stones, fossils, stoneware, resin items, amber, composites, valuable jewellery, valuable antiques or plants or plant seeds or derivatives, animals (including insects, hatching eggs, birds, ivory), pornography, drugs or narcotics
- Live plants, firearms, weapons and ammunition, perishable goods, counterfeit or pirated goods or material (including CD, VCD, DVD and BD);
- Other goods of a dangerous nature or which we in our sole and absolute opinion deem unsafe, unsuitable or otherwise unlawful.
If any of the following items in this list is collected by Pgeon, 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.
Pgeon 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.
Damage / Loss
Any item that is listed in our prohibited items, will be exempted from any claim against delay, damage and loss.
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.
In the event of damages 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 traveling through our services must be able to withstand a short drop, fragile items should not be sent through our services. Any item that is damaged as a result of a fall, with the packaging intact will therefore be declined.
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 lost and damaged parcels have to be reported within 14 days. Lost and damaged parcels reported after the specified time frame will not be eligible for the compensation claim.
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.
It takes 15 business days to complete a Pgeon parcel claim. If we are unable to locate your items, then we will declare the parcels as lost and we will reimburse you.
Our maximum reimbursement is RM200.
You should supply our team or service provider when requested with the following detail in order to secure your claim:
- Proof of the address selected for parcel delivery.
- Proof of the value of the parcel.
- Proof of parcel drop-off/pick up SMS from Pgeon. (if any)
Should you unable to provide all 3 of the above, your claim will not be processed.
Third Party Logistics
Pgeon may collaborate with a partnered logistic company to provide delivery services at selected areas.
This service does not provide delivery service and is not liable for any parcel lost during the delivery process.
In the event when your parcel is lost at the selected pick-up Pgeon Point, please submit your claim to Pgeon via our contact form, Whatsapp or Facebook Messenger in order for us to investigate your parcel.
You should contact us or service providers within 3 days of the drop-off or intended collection date.
Our Partner’s Right
Our partners have the right to reject/refuse your parcels if you
- Did not make an order through our service provider
- Or the package:
- Exceeds the weight or dimensions specified
- Is not correctly packaged;
- Does not have a label attached;
- Appears to and/or contains Prohibited Articles; OR
- Appears to be damaged.
If you nevertheless ( whether knowingly or unknowingly) sent a parcel containing a Prohibited Article to a Pgeon point, you are to be held 100% liable. We will have the rights to destroy or otherwise dealt within our absolute discretion by us or by any other person in whose custody they may be at the relevant time.
Pgeon’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 Pgeon’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.
We are not liable for all posting of breakable fragile items (glass, earthenware, porcelain, ceramics, crockery, sanitary ware and the like). You may do so at your own discretion.
Each individual is only allowed to have ONE personal and/or ONE company account with Pgeon. Shipments with duplicated accounts will be cancelled and the account will be suspended without prior notice. Shipments under delivery will be held in Pgeon hubs. Unclaimed parcel of over 30 days will be disposed and no longer be valid for claims.
Pgeon strictly prohibits unauthorized reseller from reselling any form of Pgeon services. Pgeon reserves the right to terminate, suspend, or otherwise limit unauthorised reseller or its customers' access to Pgeon without refund the remaining credit balance. Pgeon 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. Pgeon 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 Pgeon applies these charges on your behalf to our account. 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 Pgeon.
- Loss or damage under the following conditions will not be covered:
- Act of God
- Consequences of war
- Insufficient packaging / Incorrect labelling
- Prohibited contents
Pgeon 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.
These Terms shall be construed in accordance with the laws of the Federal Constitution of Malaysia.