FAQ


GENERAL GUIDELINES :

NEW REGISTRATION:


1. Submit your personal details.
(Kindly make sure you provide an active email and valid phone number in order for our customer service to contact you when is needed.)

2. Set a password.

3. Read and tick the “Privacy Policy” and click the “Submit” button.

4. Complete the registration, your member code should starts with H2U/HXXX.


“BUY FOR ME” PROCESS FLOW:

Hantar2u can help you to purchase goods from China shopping websites and ship the goods back to Malaysia in just in a few seconds, download Hantar2u One-Click chrome extension in your computer. Click below link to download.

https://chrome.google.com/webstore/detail/hantar2u/mchnehgjmmjpahajmmebolcaodoakolp

If customer use mobile phone or iPad, please follow the 5 simple steps below for Buy-For-Me:

(1)    Step 1:
•    Copy the link of the product you wish to purchase from the China shopping website (eg. Taobao, Alibaba, JD.com etc)
•    Go to Hantar2u.com and click “ BUY FOR ME ” at the menu bar.
•    Paste the product link the click “search” button.
•    Add the item into cart.

Tips :
A)    Please ensure you write the product remark, such as colour, size, types and etc.

B)    For vouchers, promotions and redemption provided by seller, kindly confirm with seller before submit order in Hantar2u. Write remarks if there is any voucher, promotions etc.

C)    Kindly take note on large and heavy items that seller might charge for extra courier fees. Hantar2u will contact you if there is any extra courier fees charge by your seller.

D)    Currently Hantar2u is unable to purchase intangible products such digital design, music, consultation, services etc.


(2)    Step 2:
•    Top up to your account and click on “ MY ITEMS ” button and click “ CHECK OUT ” to submit the order. Please refer to the currency exchange rate in Hantar2u websites.

(3)    Step 3:
•    Hantar2u will purchase the goods according to your order.

(4)    Step 4:
•     Goods arrive Hantar2u warehouse and customer click “ SHIP FOR ME ” to ship the parcel back to Malaysia. (Can combine with other goods you’ve purchased)

(5)    Step 5:
•    Confirm receive goods.


“ SHIP-FOR-ME ” PROCESS FLOW

Customers can buy directly from China themselves and use “ Ship For Me ” to combine parcels and submit delivery order to ship back to Malaysia.

There are 3 methods to choose in Hantar2u to submit delivery order.

(1)    Method 1 : One-Click Chrome Extension (Fastest & Easiest)

•    Download One-Click Ship for me Chrome Extension from Google (1 time download only)
•    Transfer the parcel information from Taobao / TMALL / 1688 into Hantar2u by 1 click!

(2)    Method 2 : Fill in manually

Key in the parcel information below
•    Declare the products in the parcel.
•    Parcel Express number (waybill number) and Express Company.
•    Quantity of the products in the parcel.
•    Declare the parcel value in RMB (¥).
•    Product remark (if any) – Example: 1 express number consist 2 parcels.
•    Click “save as draft”

(3)    Method 3 : Upload Excel (Convenient for online business seller)

•    Download the excel sample
•    Fill in the customer’s information in the excel format provided.
•    Upload Excel file.


“ BUY-FOR-ME ” ORDER STATUS:

1.    Pending        : Order pending for processing.
2.    Processing    : Customer service will process your order within 2 working days under normal circumstances.
3.    Shipping        : Waiting the parcel to reach Hantar2u China warehouse.
4.    Arrived        : Parcel arrived and parcel weight will be showed.
5.    Shipped out    : Parcel out for delivery from Hantar2u warehouse.
6.    Invalid orders    : Prohibited products, invalid links, out of stock or unmatched product information.


“ SHIP FOR ME” ORDER STATUS:

1.    Pending        : Order pending for processing.
2.    Wait to weight    : Parcels pending for weighing.
3.    Wait for payment: Order processed pending for payment.
4.    Wait for deliver    : Order pending for delivery,
5.    Delivery        : Order already shipped out from warehouse for delivery.
6.    Goods Received    : Customer signed received parcel.
7.    Invalid orders    : Prohibited products or invalid tracking number.


PARCEL SHIPMENT RULES & REGULATIONS:

AIR SHIPMENT PARCEL AND DECLARATION

1. Air Shipping Items total value less than USD100 and NOT more than 15KG per order, in most cases are not required to pay tax.

2. Value Declaration: Refer to parcel value filled in RMB amount by the customer,Hantar2u system will automatically convert RMB to USD. Value declaration exchange rate is USD 1.00 = ¥6.2

3. Air shipment fees included custom clearance fees but NOT including tax (if impose by custom).

4. Extra Long Charges ¥200/parcel will be imposed to air shipment and sea shipment small pack parcel that have length longer than 120cm. Hantar2u is NOT LIABLE for parcel damage or defect due to customer’s request to fold the goods to reduce the length of parcel.

*5. Extra Weight Charges ¥200/parcel will be imposed to air shipment parcel that weight more than 25kg per parcel. Customer are advised to split their goods to several parcels to avoid extra weight charges.

SEA SHIPMENT PARCEL


1.    Maximum weight for 1 cbm is 500kg. Additional weight will have additional charges.
2.    Sea shipment parcel length more than 300cm need to consult our customer service.
3.    Sea shipment fees included custom clearance fees but NOT including tax (if impose by custom).
4.    Value Declaration: Refer to parcel value filled in RMB amount by the customer,Hantar2u system will automatically convert RMB to USD. Value declaration exchange rate is USD 1.00 = ¥6.2

PROHIBITED, SENSITIVE AND NORMAL GOODS

1. All shipments need to comply with the China, Malaysia and Singapore Custom Rules & Regulations. Click and read guide below.


ISSUES RELATED TO PARCEL LOST & DAMAGES:

PARCEL DAMAGE OR TEAR
1. “Buy-For-Me” Important notes: When receiving parcel from the courier company, customer have to make sure that parcel received is in good condition and the parcel weight and quantity of the items are correct then only sign RECEIVED.

2. In the event of parcel damages, tear, unmatched parcel weight or item quantity received does not tally with the quantity purchased, please counter check with the delivery man on the spot and take photos of the parcels immediately. Write remarks on the delivery note provided by the courier company. State clearly what is the problem faced. [IMPORTANT]: DO NOT SIGN RECEIVE.

! DO NOT sign received if you found parcel damages, tear, unmatched parcel weight or item quantity received does not tally with the quantity purchased. Once signed, it means you confirm received parcel in good condition.

To complaints:
Take parcel photos and email to:info@hantar2u.com
Or contact us:011-1080 6318 / 011-1070 6318

All complaints about parcel should be logged within 3 days from the parcel received date. Customers have to document and photograph the parcel and report all the evidence clearly. Hantar2u will try our very best to follow up with the respective courier company in these situations.

PARCEL LOST
1. Air Shipment Compensation: In the event of parcel lost, compensation is according to either (1) parcel declaration value or (2) maximum USD100 or (3) Three times of the shipment fee paid, whichever lower value will be taken as the compensation value.

Note:Customer are advised to purchase cargo insurance for highly valuable goods.

2. Sea freight Compensation: In the event of parcel lost, compensation is according to either (1) parcel declaration value or (2) maximum USD100 or (3) Three times of the shipment fee paid, whichever lower value will be taken as the compensation value.

Note:Customer are advised to purchase cargo insurance for highly valuable goods.


ISSUES RELATED TO CHINA SELLERS:

1. Hantar2u is NOT LIABLE to the issues such as wrong color, wrong item, wrong quantity, poor quality, product defect that due to poor packaging by China sellers.


2. Hantar2u provides Goods Checking Service upon request. Thus, please contact our customer service for Goods Checking Service details and charges.

3. When customer request the China seller to refund, Hantar2u is NOT LIABLE if China seller refuse to refund.

SHIPMENT TIME FRAME:

1.    *** Shipment lead time suggested is our best estimation based on our shipment experience during non-peak season. Shipment time frame always affected by various factors including weather conditions, custom inspections and clearance, China online sales promotion seasons, courier warehouse conditions, public holidays and other unforeseen events. Hantar2u is NOT LIABLE for delay in shipment due to events mentioned above and other unforeseen events that beyond our control.

2.    Air shipment from China to West Malaysia major cities generally takes 3 to 5 working days ***.

3.    Air shipment from China to East Malaysia (Sabah & Sarawak) will take slightly longer period, 5 to 9 working days. However, there are a lot of rural areas in Sabah and Sarawak can take longer period than mentioned. Kindly consult our customer service to check the shipment lead time for rural areas***.

4.    Air shipment from China to Singapore generally takes 3 to 7 working days as Singapore Custom is strict in inspections ***.

5.    Sea shipment from China to major cities in Malaysia (KL, Penang, JB) generally takes around 3 weeks to reach the destinations. For secondary cities generally takes around 3 to 4 weeks ***.

6.    Sea shipment from China to rural areas in Malaysia can take more than 1 month, kindly consult our customer service for details ***.

7.    Sea shipment from China to Singapore generally takes 1 month ***.

PAYMENT METHOD:
1.    Customer can top up to their account using Billplz Internet Banking instantly. Below are the list of bank customer can choose from,
•    Maybank2u
•    CIMB Clicks
•    RHB Now
•    Public Bank
•    Hong Leong Bank
•    Affin Bank
•    Alliance Bank
•    AmBank
•    Bank Islam
•    Bank Muamalat
•    Bank Rakyat
•    BSN
•    HSBC Bank
•    Kuwait Finance House
•    OCBC Bank
•    Standard Chartered
•    UOB Bank

2.    Billplz online banking payment transaction fees :

Top up amount (RM)

Transaction fees charges

RM1.00 to RM199.00

RM 1.50 per transaction

RM 200.00 or above

FREE

3.  Customer can also choose to bank in manually to Speedy Lotus Resources, Maybank 507040624812.