FAQ
General
You can register your INElogi account online at https://inelogi.com/index.php?route=account/register .
If you forget your password, go to the “Login” page, and click on "Forgotten Password." Follow the steps to retrieve your password. If you are still unable to recover your password, please contact our support team.
INElogi's working hours are Monday to Friday, from 9 a.m. to 6 p.m.
You can send us a message to our customer support team at +6011-6271 3131 via WhatsApp or WeChat. We will respond as soon as possible when we are back to work.
You can contact our customer support team at +6011-6271 3131 via WhatsApp or WeChat. Additionally, you can also email us at support@inelogi.com, and we will get in touch with you.
Service
You can refer to our Ship for Me Tutorial for instructions on how to use our shipping services.
Please contact our customer support team at +6011-6271 3131 via WhatsApp or WeChat to let us know your requirements, and we will assist you further.
We do not provide a pick-up service. You need to arrange for your goods to be delivered from your supplier's site to the INElogi warehouse, except for the FCL Ex works service.
Yes, we provide goods and shipping invoices for Sea Freight (Trading) customers. However, customers using other shipping routes will only receive the shipping invoice.
Yes, customers can add insurance to their shipment at a charge of 5% of the goods' value or a minimum charge of RM20.
You can refer to our Buy for Me Tutorial for instructions on how to use our Buy For Me services.
Yes, goods purchased with INElogi’s Buy For Me service must be shipped with our international shipping, and the shipping fee is charged separately after your parcel is stocked in to our warehouse.
You can cancel orders only if the product is out of stock. All sold product is not refundable or returnable.
If your goods are not in good condition, please contact our customer support team. We will assist you in checking if a return and refund are possible.
No, our Buy For Me service does not have any hidden fees. You only need to pay for your goods’ price and the domestic delivery fee in China.
Goods
Sensitive goods include branded or counterfeit goods, liquids, batteries, electrical appliances, sharps, and food and beverages.
Prohibited goods, which are completely forbidden, are listed in the image below:
Each parcel must not exceed 150cm x 80cm x 80cm or 68kg for Airfreight.
Each parcel must not exceed 30kg.
The maximum weight limit for 1m³ is 500kg.
You will receive a notification email when your goods are stocked into the INElogi warehouse. Additionally, you can check the status of your goods on the “Delivery Order” page.
Payment
We only accept payment from customers via bank transfers*.
After making a bank transfer, please send the receipt to our customer support team at +6011-6271 3131 via WhatsApp or WeChat.
*Payments through credit cards, debit cards, FPX, and eWallets will be made available in September 2023.
| Bank Name | Public Bank |
|---|---|
| Bank Account | 3226 3622 23 |
| Bank Holder Name | AliWorld Marketing (M) Sdn. Bhd. |
After making the payment, please send the details below to our support team via WhatsApp or WeChat.
- Transaction Receipt
- Reference Number
- Transaction Amount
- Transaction Date
- Order Number
No, we do not accept COD.
No. We only accept payment in MYR (Ringgit Malaysia) for all services.
Yes, we are able to pay on behalf of customers. Please contact our customer support team at +6011-6271 3131 via WhatsApp or WeChat for further detail.
No, you don't have to pay import taxes. Our shipping services from China to Malaysia are tax inclusive.
Shipment
Customs inspections may arise due to doubts regarding the customs declaration, monitoring purposes, or suspicion of smuggling or trademark violations.
Customs requires a physical examination to determine the following:
- Whether the goods are accurately described in the customs declaration and invoice.
- Whether the goods fall under prohibited classifications, either absolutely or conditionally, according to existing laws and regulations.
- Significant information on the characteristics, physical or chemical properties, and usage of the goods, which is necessary for proper valuation and classification.
Your goods have been detained by customs due to the following reasons (including but not limited to):
- The goods requires a physical examination by customs or other government agencies.
- The shipment has been confiscated by customs or other government agencies.
If customs detain the shipment, it usually takes a few days. If there is any suspicious content, customs will request an inspection. Consequently, the shipment will be on hold for more than 14 days and will not be cleared by customs without a valid reason.
Shipments are confiscated by customs when they are listed as absolute prohibitions under the existing laws & regulations.
Delivery
- Airfreight: 4-7 days
- Sea Freight (West Malaysia only): 14-21 days
- Sea Freight (East Malaysia only): 21-35 days
*Delays may occur due to customs clearance process.
You can check the status of your parcel on the “Delivery Order” page using the following status updates:
- Pending: Goods are pending purchase/arrangement by the INElogi team.
- Wait to weigh: Consolidated parcel is awaiting weighing by the INElogi team.
- Wait for payment: Parcels have been weighed and consolidated, awaiting customer payment.
- Wait for delivery: Waiting for the INElogi team to ship out your parcel.
- Delivery: Your parcel has been shipped out.
- Invalid Delivery Order: This status is assigned to problematic goods.
Yes, our services provide doorstep delivery* without additional charges.
*Doorstep delivery is not available for upstairs and retail stores in malls.No, INElogi only delivers parcels to the ground floor and does not send them upstairs. Customers will have to arrange moving services themselves if they are expecting large and heavy parcels.
If you are located in the outskirts or in areas that are not accessible by truck, such as highland areas (Cameron, Genting, Bukit Fraser, etc.), island areas (Langkawi, Pulau Tioman, etc.), or outskirts in Terengganu, Kelantan, Pahang, please contact our customer support team before placing an order to check for delivery availability.
We do not allow self-collection due to safety and security concerns.
After Sales Service
If you find serious damage to the parcel or if the goods do not match the receiving requirements, please contact our customer support team immediately. Provide them with photos/videos as proof within 24 hours of signing the delivery order/note.
Please contact our customer support team right away for assistance. Remember to keep all packaging and provide photos/videos as proof within 24 hours of signing the delivery order/note.