FAQs

You may promptly access to the answers of the frequently asked questions as listed below.

What is the Customer Service Hotline for Malaysia's call centre?
Answer: 1800 18 3331.

What are the operating hours of our Customer Service Hotline?
Answer:Monday to Friday – 8AM to 6PM; Saturday – 8AM to 12PM

 

Where is the service centre located in Malaysia?

Answer: We have 3 self-owned branches in Malaysia which located at Klang Valley, Johor Bahru and Penang. Kuantan, Kota Kinabalu Sabah and Kuching Sarawak are under our authorized business partner. For the address details, please refer to our website‘Contact Us’.

If I apply for a credit account, what benefits will I receive?
Answer: As a monthly credit account customer, you will receive 30 days’ credit. We will also notify you of any promotions and the latest updates on import and export requirements.

How do I place an order?
Answer: You can call the Customer Service Hotline at 1800 18 3331 and press 1 to speak to one of our customer service representatives who will be able to assist you in placing your order. Alternatively, you could order via our online ordering system.

How can I obtain flyers and other packaging materials

Answer:Please contactCS@sf-express.freshdesk.com or your sales person if you are credit account customer who like to request for packaging materials.

What is the pick up cut-off time for international shipment to overseas countries?
Answer:
SF cover area – Weekday: Before 4pm
SF cover area – Saturday Before 11am
Non-SF cover area – Weekday: Before 1pm
Non-SF cover area – Saturday: Before 10am

What payment methods can I use for my first shipment with S.F. Express?
Answer: For non-credit account customers, only cash is available. Cheque payment and online banking method are only applicable for SF credit account customers. Customer may use credit card payment at our counter. 

How do I track my shipment?
Answer: You can go to our website at www.sf-express.com and choose the self-service tab to track your shipment. You can also call our Customer Service Hotline at 1800 18 3331 and press 2 for shipment status.

What is self-pickup?
Answer: This is an option for customers who wish to pick up their shipments from our service centre at a time that is convenient to them. Our service centre is operates from 830am to 530pm and until 1230pm on Saturday.

How can I share my opinions with S.F. Express?
Answer: You can call our Customer Service Hotline and choose option 4 to speak to a Customer Service Representative with your feedback, suggestions, or complaints. Alternatively, you can write in to CS@sf-express.freshdesk.com

How to make claim for refund?
Customer must notify SF of any claim for refund, in writing or by telephone, within 14 calendar days of the shipment date and provide SF with the account number, the waybill number, the date of shipment, and complete receiver information. After evaluation, SF will contact and notify the customer of the refund outcome via email / phone within 30 calendar days.