1.1 The Priority Service are offered and applicable only in Peninsular Malaysia (at selected GDEX branches).
1.2 Under the Priority Service wherein GDEX warranties to perform the delivery of the parcel and/or shipment within the next day for delivery date send from or to the states of Kedah, Kuala Lumpur, Selangor, Negeri Sembilan, Malacca, Perak, Pahang, Johor, and Pulau Penang.
1.3 For avoidance of doubt, this coverage area of the Priority Service is not applicable to all remote area as well as all island (which includes Langkawi Island) within Peninsular Malaysia.
2.1 In order for the parcel and/or shipment to be delivered on the next day under Priority Service, the Customer has to deliver the parcel and/or shipment before the Cut-Off Time as stipulated in the clauses below.
2.2 The cut-off time to deliver the parcel and/or shipment is varied for drop-off and pick-up services.
a) For drop off parcel and/or shipments, the Customer can only drop off the parcel and/or shipment at GDEX branches (wherein POP, POP+ & any other PUDO points are not included) before 5.30pm. Any parcel and/or shipment that is dropped off after the Cut-Off Time, an additional of One (1) working days will be required for the parcel and/or shipment delivery, for avoidance of doubt, which means the service level agreement of the delivery will be extended to subsequent Two (2) days from the date parcel and/or shipment is dropped-off.
b) For customer that has requested for pickup service, they have to complete the order before 4:00pm in order for the parcel and/or shipment to be delivered under Priority Service ’s agreement.
2.3 The Priority Service is not applicable in the event the next day is a Public Holiday or non-working day.
2.4 At all material times, the customer is responsible to ensure that the delivery date does not fall on a Public Holiday or non-working day. In the event, if the customer’s delivery date falls on a Public Holiday or non-working day, GDEX will not be liable and can only inform the customer that the Priority Service is not applicable after their request has been submitted into the system.
2.5 Priority Service agreement is only applicable when the parcel and/or shipment that has been picked up and/or received by GDEX.
3.1 In order for the parcel and/or shipment to be eligible for the Priority Service, the parcel and/or shipment shall comply with the following criteria:
a)Actual total weight of the parcel and/or shipment shall be below 10.00 kg and the total pieces shall not be exceeding 5 pieces (for avoidance of doubt, this means a maximum of 1 consignment note + 4 children shipments).
b)Should the verified actual total weight of the parcel and/or shipment by the Customer exceed the 10.00kg of the permitted weight or 5 pieces of parcel and/or shipment for the Priority Service, the said parcel and/or shipment is considered breaching the Priority Service and the Customer is not entitled for any compensation should GDEX fail to deliver the parcel and/or shipment on the committed time.
c)There is no limitation on the dimension for product opt for Priority Service as long as the dimensional weight is not greater than 10.00kg.
4. ACCEPTANCE OF DELIVERY
4.1 A refund or credit will not be given for shipments delayed due to incorrect addresses or to the unavailability or refusal of a person to accept delivery, whether or not the package is returned to the shipper, or sign for the package.
4.2 The Priority Service is void in the event if customers provide the wrong delivery information.
5. PRECEDENCE AND DISCREPANCIES
5.1 At all material times, the Priority Service terms and conditions shall take precent in the event of any conflicting terms with GDEX’s Terms and Conditions of Services and Deliveries.
5.2 For avoidance of doubt, any Terms and Conditions as stated in the GDEX’s Terms and Conditions of Services and Deliveries shall apply mutatis mutandis with this GDEX’s Priority Service.
6. PROCEDURE FOR CLAIMING
6.1 The Customer shall notify GDEX of any claim for late delivery through GDEX’s customer service hotline at 03-6419 5003 or email us via [email protected] within 3 working days from the date when the delivery should have reached the designated destination.
6.2 GDEX are not obligated to respond if your request is not received within the time limits stated above.
6.3 The Customer has to provide GDEX with the parcel and/or shipment information including but not limited to the Sender name and company name (if any), consignment notes number, parcel and/or shipment date, contact number as on consignment notes, complete receiver’s information and credit reimbursement bank account.
6.4 GDEX shall provide feedbacks within Thirty (30) working days after the Customer has notified GDEX as below;
a) To provide the Customer a credit notes or refund provided always that after investigation it is concluded that the delivery failure is due to responsible from GDEX,
b) To provide the customer an explanation as to why the parcel and/or shipment is not eligible for the Guarantee
c) To provide evidence of timely delivery from GDEX to customer.
7. LIABILITY LIMITATION
7.1 Notwithstanding anything herein stated, for all parcel and/or shipment which opt for Priority Service, only the original shipping fee charges will be refunded and not the additional extra charges for the Priority Service.
8. RIGHTS TO CLAIM
8.1 The rights to claim for the Priority Service by Customers are not transferable to any other accounts, Customers and/or parties.
8.2 The Customer can only make their claims on the accounts that they have chosen for the Priority Service provided always that GDEX failed to deliver within the stipulated time.
8.3 The Customer may not assign their rights to claim to any other Customer and/or parties.
9. FORCE MAJURE
9.1 The Priority Service shall not apply where late delivery or failure to deliver is due to circumstances beyond GDEX’s control, as per mentioned in the GDEX Terms and Conditions and including but not limited to the any restrictions enforced by the government such as Movement Control Order, natural disaster, bad weather conditions, inaccurate or incomplete parcel and/or shipment information, delivery instructions or information (such as inaccurate postcode, missing or inaccurate receiver telephone number), or receiver’s request for delay, request to change delivery address, office or shop lot has closed or does not operate, refusal of the receiver to accept delivery or unavailability of the receiver. For full circumstances, please refer to GDEX’s Terms and Conditions of Services and Deliveries.
10.1 Unless expressly stated in this Priority Service, all other provisions of GDEX Terms and Conditions of Services and Deliveries shall apply. The Priority Service terms and conditions is subject to modification or cancellation by GDEX at any time.
10.2 This Terms and Condition is effective from 02nd May 2023 and GDEX reserves the right to amend, change, or modify the contents of this Terms and Conditions at the Company’s discretion from time to time without further notice, this includes but not limited to deactivating and reactivating the Priority Service at any time.