Help Centre.

Log in to the VIP App, enter the recipient's details, select your courier, and confirm. Credits are deducted automatically from your package balance. The entire process takes under 90 seconds.

Our standard pickup SLA is 60 minutes from booking confirmation during operating hours (7 AM – 9 PM). Same-day cutoff is 12 PM — bookings after noon ship next day.

You can cancel any time before pickup. Once the rider has scanned the parcel, cancellation is no longer available. Credits for cancelled bookings are refunded to your package balance instantly.

Standard parcels up to 30 kg and 150 cm (longest side). Oversized or heavier items are handled via custom dispatch — contact our team for a quote. See the full list of accepted and prohibited items.

Enter your tracking number (format: SAP-XX-XXXXXX-MY) on the Track Parcel page or in the VIP App. Updates refresh every 5 minutes with GPS location, hub scans, and delivery status.

Occasional scan gaps can happen during trunk transit between states. If tracking hasn't updated in 24+ hours, contact our support team via WhatsApp or hotline with your tracking number — we'll investigate immediately.

Yes, before the parcel reaches the destination hub. Use the VIP App to request a reroute or reschedule. After "Out for Delivery" status, contact the delivery rider directly via the app's chat feature.

The rider will attempt delivery twice. After two failed attempts, the parcel is held at the nearest hub for 7 days. The recipient can collect it with their IC or the sender can request a return.

Yes — at the end of the validity window (60 days for Silver, 120 days for Gold). Top up again before expiry to roll over remaining credits into the new package. See all package details.

Yes, at any time. Your remaining Silver credit carries over and the new Gold validity period starts on upgrade day. Upgrade through the VIP App under Account → Package.

Yes. The base postage rate is locked at the time of top-up. Network rate changes won't affect your credits until the package expires and you top up again.

Credits are non-refundable but transferable between accounts you own. For special cases like account closure, contact our support team.

Open a claim in the VIP App within 7 days of delivery (or expected delivery for lost parcels). You'll need your tracking number, photos of the damage, and the original declared value. Claims are reviewed within 3 business days.

Standard insurance covers up to RM 300 per parcel based on declared value. Gold package holders can declare values up to RM 10,000 with enhanced insurance (added at booking).

Approved claims are credited back to your package balance within 1 business day. Cash refunds to your original payment method take 5–10 business days depending on your bank.