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Frequently Asked Questions On COVID-19 Movement Control Order

  1. Can City-Link Express operate under movement control order?
    Yes. Licensed under the Postal Services Act 2012 and confirmed by its regulatory body The Malaysian Communications and Multimedia Commission, courier services fall under essential services.
  2. What are your operating hours under movement control order?
    Monday to Friday : 8.30 am to 6.30 pm

    Saturday : 8.30 am to 1.30 pm

    Kelantan & Terengganu

    Sunday to Thursday : 8.30 am to 6.30 pm

    Saturday : 8.30 am to 1.30 pm

  3. Are there areas where deliveries are affected in Malaysia?
    Due to limited flights between Peninsular and East Malaysia, deliveries would take an additional 1-2 business days
  4. Are deliveries to other countries affected?
    Yes. To countries that have imposed full or partial lock down and with border restrictions (in the case of Johor Bharu – Singapore). We will make the next available arrangement to have the shipments delivered as soon as the government policies and regulations are uplifted.
  5. Does City-Link Express have a business continuity plan (BCP)?
    Yes. Our Business Continuity Plan (BCP) will ensure that our facilities, employees and equipment function with minimal disruption.
  6. If I don’t have a credit account with City-Link, how can I send my shipment?
    a) Please bring your shipment to the nearest branch to perform over the counter transaction.

    b) Call 1300 – 88 – 2489 and we will accommodate to our level best to pick your shipment from your home. Cash payment only accepted.

  7. Are there alternative ways for customers to pay over the counter?
    Yes. All our branches accept e-wallets. In addition to e-wallets, some of our branches are equipped with credits cards that offer contactless, “pay wave”.
  8. Do we pickup from residential homes?
    Yes. We pick-up from residential homes. Please contact 1300 – 88 – 2489
  9. Can we self-collect shipments over the counter from our branches?
    a) It has to be collected by the named receiver and subject to identification card verification.
    b) We would advise you to contact our offices at https://www.citylinkexpress.com/contact-us/ or email us at [email protected] in advance to avoid delays.
  10. What precautionary measures have been taken to safeguard employees and customers?
    a) Our employees will wear face masks and maintain a safe distance. We are doing our best to replenish face mask supplies. Your kind understanding on the matter is appreciated.
    b) Increase frequency of cleaning of areas with high human contact, e.g. countertops used to write consignment notes, common spaces used for meetings, toilets, door handles and lifts.
    c) Encourage employees to take temperature regularly and monitor for respiratory symptoms.
    d) Encourage employees to observe good personal hygiene by reminding them to wash their hands regularly, cover mouth if coughing or sneezing and to avoid touching their faces.
  11. My shipments cannot be delivered. Are there shipment storage fees in your warehouse?
    No. We will gladly store them for free until the movement control order ends and we will continuously make efforts to have them delivered the soonest possible.

  12.  I have further questions.
    Email us at [email protected] or call 03 – 5033 3800 and we will respond as soon as we can.

  13. Where can I get more information and updates on Covid-19?
    a) Ministry of Health Malaysia’s website www.moh.gov.my. Any enquiries on the movement control order can be directed to the National Operations Management Centre at hotline 03 -8888 2010 beginning noon on Tuesday (March 17).

 We also recommend WHO’s website https://www.who.int/news-room/q-a-detail/q-a-coronaviruses.

The Ministry of Finance announced in Budget 2022 that Low Value goods (LVG) not exceeding RM500 from abroad sold online by seller and delivered to consumers in Malaysia is subject to sales tax with effect from 1 January 2023.

This is to ensure level playing field and fair treatment between all LVG
purchased from overseas or locally. Therefore, any person who sells LVG through an online marketplace or operates online marketplace should make this guide as a reference

In the context of LVG, who is the seller? “Seller” means a person, whether inside or outside Malaysia, who: i. sells LVG on an online platform; or ii. operates an online marketplace for the sale and purchase of LVG.

How to register as RS?
A seller may apply for registration with effect from 1 January 2023. Application
shall be made via https://lvg.customs.gov.my

For more assistant please visit official website of Royal Malaysian Customer Department for Sales Tax and LVG

To know more about our Air and Sea Freight imports goods. 
[email protected]
+603-5033 3800

City-Link Express
Monday to Friday 9am to 5pm
Saturday 9am to 1pm

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