Frequently Asked Questions

What is NearU?
We partner with your local retailers by providing you an easier way to send, collect and return parcels wherever and whenever you want at your convenience.

How does NearU work?
We make it easy to keep sight of your parcel collection, delivery or return, all from the convenience of your mobile. Please click NearU Services for more details.

How do I know my parcel has arrived?
Notifications will be sent to your email and/or mobile phone that you have registered with NearU’s online retail partners, together with the details of collections such as NearU Store locations.

What proof should I bring when collecting my parcel?
You can either present the parcel’s QR code from the NearU app or present your collection pin from SMS notification for the parcel.

How long do I have to collect my parcel?
Your parcel will be kept by NearU Store for 7 days from the arrival date of your parcel at the store. Uncollected parcel will be returned to the sender / online retail partners.

Can I nominate a friend or relative to collect parcel on my behalf?
Yes, of course. You can either (1) screenshot and send to them your parcel’s QR code from the NearU app, or (2) send them the collection pin from SMS, for them to present to the NearU Store for the parcel collection.

I did not receive any email or text message from NearU on my parcel delivery, what should I do?
Please contact NearU at +6 019 339 5355 Monday – Friday, 9am – 9pm and Saturday, 9am – 2pm.

Where can I collect my Parcel?
Please refer to email and/or mobile notification that you have received on details of your parcel collection. If your plan to use NearU service, please click to find your nearest local NearU Store.

How do I search nearby NearU Store?
Please click to find your nearest local NearU Store.

Can I suggest a local store I’d like to see on the list?
Yes. We welcome suggestions from NearU customer. Please connect with us at NearU Store.

Will you be expanding NearU network outside of Klang Valley?
Yes, we are constantly expanding NearU network. Please check our NearU Store regularly.

What items cannot be sent?
You can send most of the items with NearU; however some items cannot be carried. It is your responsibility to check beforehand that the items you are sending are prohibited or restricted as listed below, in our terms and conditions or with regulators.

The following Items that must not be sent using NearU due to health and legal reasons:

  • Aerosol cans/Sprays
  • Animals or creatures of any kind/Animal Fur/ Animal or Human Remains/Ivory
  • Any of the following; Gases/Pyrotechnics/Arms, Ammunition/Flammables/Corrosives/
  • Toxics/ Noxious, Hazardous, Radioactive or Oxidizing materials
  • Biological Samples
  • Currency of any kind (Inc money, stamps, event tickets, lottery tickets, payment cards, securities, bullion, coins)
  • Drugs and Medicines including prescription, medical/dental records, recreational
  • Dry ice/Frozen water
  • Environmental waste/ Medical waste
  • Infectious substances
  • Liquids including alcohol, paint, oils, gels, lubricants, fuels
  • Perishables including flowers, plants including derivatives, fruit, temperature controlled foodstuffs (chilled, wet, frozen, liquid))
  • Pornographic materials/Obscene or unlawful publications
  • Weapons including replicas

The following items may be sent using NearU, however if damages, it will not be claimable:

  • Glass items including lamps/mirrors
  • Musical Instruments
  • Original Photos/ Videos
  • Precious metals/stones e.g. Gold, Silver, Diamonds
  • Ceramic/Marble/China/Stone/Amber/Fossils/Porcelain/Pottery (composites or
    items containing these materials)

Are there any restrictions on the weight and size of the parcel?
Each parcel, the maximum dimensions are 50cm x 50cm x 50cm and maximum weight of 15kgs.

My parcel is damaged, lost or stolen at the NearU Store. What should I do?
Please contact NearU at +6 019 339 5355 Monday – Friday, 9am – 9pm and Saturday, 9am – 2pm. Please make sure you have all details on your delivery or collection so we can investigate the issue efficiently.

I have an issue with my Near U Apps account, what should I do?
Please contact NearU at +6 019 339 5355 Monday – Friday, 9am – 9pm and Saturday, 9am – 2pm.

How can I track my parcel?
Each parcel has its own individual tracking number. You can track the current status of your parcel online here. Our tracking is updated real time on key events as your parcel moves through our network and you can access it any time.

There have been no updates on my parcel through online tracking?
If you did not receive updates on tracking of your parcel for 3 working days and you have not received your parcel, please contact NearU at +6 019 339 5355 so that we can investigate the matters.

I have lost my tracking number. What should I do?
If you created the parcel from the NearU app, you can locate the tracking reference from the app itself, or from the receipt that is sent to your email after a transaction.

If the parcel is not create from the NearU app, you can download the NearU app and register with the same phone number that has been provided to the online retail partner. You should see your parcel in the order list.

If online retail partner has supplied you with a return label, please contact them directly for more information.

My parcel is lost, what should I do?
If you did not receive updates on tracking of your parcel for 3 working days and you have not received your parcel, please contact NearU at +6 019 339 5355 so that we can investigate the matter.
In the rare case that your parcel is lost, please contact us within 14 working days to make a claim.

My parcel is late, what should I do?
In the occasion a parcel did not deliver by the indicated time in the notifications, please contact NearU at +6 019 339 5355 Monday – Friday, 9am – 9pm and Saturday, 9am – 2pm.

My return parcel seems to have been lost?
If you did not receive updates on tracking of your parcel for 3 working days and the tracking status did not indicate ‘Delivered’ in tracking page, please contact NearU at +6 019 339 5355 Monday – Friday, 9am – 9pm and Saturday, 9am – 2pm.

My parcel arrived damaged, what should I do?
Please report contact NearU at +6 019 339 5355 Monday – Friday, 9am – 9pm and Saturday 9am – 2pm.
If you are the recipient, please notify the sender to contact NearU within 7 days of delivery for the claim to be valid. A claim can only be made by the sender of the parcel.

What cover is NearU provided?
When you use NearU services, you’re protected with online tracking and coverage up to RM200.

Who can make a claim?
All claims must be made by the sender of the parcel. Please contact the sender in the event the claim is needed.

What proof required by NearU if I need to submit a claim?
NearU will require proof of the item’s value in order for us to compensate you for the damage or loss of your parcel.

a) If you are claiming for an item you have sold, please provide us with an invoice on which indicates payment has been made from your buyer. Alternatively, an itemised receipt showing the date and cost of purchase (along with a description of the contents) is sufficient.

b) If you are claiming for an item which you have not sold, i.e. you have sent a parcel containing general contents, an acceptable proof of value will be the original purchase receipt which indicates the date of purchase and the amount paid.

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