FAQ
Frequently Asked Questions
Find quick answers about parcel collection, locker access, tracking, and Box Box services.
.png)
1. What is Boxbox?
Boxbox is a self-service parcel locker that allows Couriers to deposit Parcels using the Parcel tracking number and the Recipient’s telephone number.
After the Parcel is deposited, the Recipient will receive a collection notification and can collect the Parcel from the designated Boxbox locker.
After the Parcel is deposited, the Recipient will receive a collection notification and can collect the Parcel from the designated Boxbox locker.
2. Who can use Boxbox?
Boxbox may be used by:
- Couriers and delivery personnel depositing Parcels;
- senders and merchants arranging deliveries;
- Recipients collecting Parcels; and
- authorised persons collecting Parcels on behalf of a Recipient.
- Couriers and delivery personnel depositing Parcels;
- senders and merchants arranging deliveries;
- Recipients collecting Parcels; and
- authorised persons collecting Parcels on behalf of a Recipient.
3. Where are Boxbox lockers located?
Boxbox lockers may be installed at apartments, residential buildings, offices, commercial properties and other selected locations.
The locker location will normally be included in the Parcel collection notification.
The locker location will normally be included in the Parcel collection notification.
4. Is Boxbox available 24 hours a day?
Boxbox lockers are generally available twenty-four (24) hours a day.
However, access may depend on the operating hours, security procedures and access restrictions of the building or property where the locker is located.
However, access may depend on the operating hours, security procedures and access restrictions of the building or property where the locker is located.
5. How will I know that my Parcel has arrived?
After a Parcel is deposited, Boxbox will use reasonable efforts to send a collection notification through one or more of the following channels:
- WhatsApp;
- SMS; or
- tracking.my application notification.
- WhatsApp;
- SMS; or
- tracking.my application notification.
6. What information will be included in the notification?
The notification may include:
- the Boxbox locker location;
- the Parcel tracking number;
- the Pickup Code;
- collection instructions;
- the applicable storage period; and
- any outstanding storage charges.
- the Boxbox locker location;
- the Parcel tracking number;
- the Pickup Code;
- collection instructions;
- the applicable storage period; and
- any outstanding storage charges.
7. Will Boxbox send reminders if I do not collect my Parcel?
Yes. If the Parcel remains uncollected, Boxbox will use reasonable efforts to send reminders according to the following schedule:
- an overdue reminder on or around the seventh (7th) day;
- another overdue reminder on or around the fifteenth (15th) day;
- a notification when the Parcel is removed from the locker and transferred to Boxbox Headquarters after thirty (30) days; and
- a final notification before the Parcel becomes eligible for disposal after ninety (90) days.
- an overdue reminder on or around the seventh (7th) day;
- another overdue reminder on or around the fifteenth (15th) day;
- a notification when the Parcel is removed from the locker and transferred to Boxbox Headquarters after thirty (30) days; and
- a final notification before the Parcel becomes eligible for disposal after ninety (90) days.
8. What happens if I do not receive a notification?
You should first check:
- whether the correct telephone number was provided;
- your WhatsApp and SMS settings;
- blocked or restricted messages;
- your mobile network or internet connection; and
- your tracking.my application notification settings.
You may still collect the Parcel by using the Pickup Code or by verifying the registered telephone number using a TAC.
Failure to receive or read a notification does not automatically extend the free storage period or suspend storage charges.
- whether the correct telephone number was provided;
- your WhatsApp and SMS settings;
- blocked or restricted messages;
- your mobile network or internet connection; and
- your tracking.my application notification settings.
You may still collect the Parcel by using the Pickup Code or by verifying the registered telephone number using a TAC.
Failure to receive or read a notification does not automatically extend the free storage period or suspend storage charges.
9. What if the Courier entered the wrong telephone number?
The Courier or sender is responsible for entering the correct telephone number.
Where an incorrect telephone number has been registered, the intended Recipient may be unable to receive notifications, request a TAC or access the Parcel.
The Recipient or Courier should contact Boxbox customer support and provide the Parcel tracking number and supporting verification information.
Where an incorrect telephone number has been registered, the intended Recipient may be unable to receive notifications, request a TAC or access the Parcel.
The Recipient or Courier should contact Boxbox customer support and provide the Parcel tracking number and supporting verification information.
10. How do I collect my Parcel?
Enter the valid Pickup Code provided in the Boxbox collection notification.
Where the Pickup Code is valid and all applicable charges have been paid, the relevant locker compartment will open.
Where the Pickup Code is valid and all applicable charges have been paid, the relevant locker compartment will open.
11. What should I do if I do not have the Pickup Code?
Select the telephone number verification option on the Boxbox locker interface.
Enter the telephone number that was registered for the Parcel. Boxbox will send a TAC to that telephone number.
After the correct TAC has been entered, the system will display the Parcels linked to the verified telephone number.
Enter the telephone number that was registered for the Parcel. Boxbox will send a TAC to that telephone number.
After the correct TAC has been entered, the system will display the Parcels linked to the verified telephone number.
12. What is a TAC?
A TAC is a temporary Transaction Authorisation Code sent to the registered telephone number.
It is used to verify that the person accessing the Parcel has control of the registered telephone number.
It is used to verify that the person accessing the Parcel has control of the registered telephone number.
13. How long is the TAC valid?
The TAC is valid only for the period displayed by the Boxbox system.
Where the TAC has expired, a new TAC may need to be requested.
Where the TAC has expired, a new TAC may need to be requested.
14. What if I entered the wrong TAC?
Check the TAC and try again within the permitted number of attempts.
Where the TAC expires or the maximum number of attempts is reached, request a new TAC or contact Boxbox customer support.
Where the TAC expires or the maximum number of attempts is reached, request a new TAC or contact Boxbox customer support.
15. Can I collect more than one Parcel using the same telephone number?
Yes.
After the telephone number has been successfully verified, the Boxbox system may display all Parcels currently linked to that telephone number.
You may select the relevant Parcel or Parcels for collection.
After the telephone number has been successfully verified, the Boxbox system may display all Parcels currently linked to that telephone number.
You may select the relevant Parcel or Parcels for collection.
16. Can someone else collect my Parcel?
A person with access to the valid Pickup Code or the registered telephone number and TAC may be treated as authorised to collect the Parcel.
Recipients should only share Pickup Codes or TACs with trusted and authorised persons.
Recipients should only share Pickup Codes or TACs with trusted and authorised persons.
17. What should I do if the locker does not open?
Check that:
- the Pickup Code is correct;
- the TAC verification has been completed;
- all outstanding storage charges have been paid; and
- the correct Parcel has been selected.
Do not force or damage the locker door.
Where the locker still does not open, contact Boxbox customer support and provide the Parcel tracking number, registered telephone number and locker location.
- the Pickup Code is correct;
- the TAC verification has been completed;
- all outstanding storage charges have been paid; and
- the correct Parcel has been selected.
Do not force or damage the locker door.
Where the locker still does not open, contact Boxbox customer support and provide the Parcel tracking number, registered telephone number and locker location.
18. What should I do after collecting my Parcel?
Remove the Parcel and close the locker compartment door securely.
Do not leave personal belongings, rubbish or other items inside the locker.
Do not leave personal belongings, rubbish or other items inside the locker.
19. How long is the free storage period?
Each Parcel is entitled to free storage for the first twenty-four (24) hours from the Deposit Time recorded by the Boxbox system.
20. How is the 24-hour free storage period calculated?
The free storage period is calculated based on actual elapsed time.
For example, if a Parcel is deposited at 3:00 p.m. on Monday, the free storage period ends at 3:00 p.m. on Tuesday.
For example, if a Parcel is deposited at 3:00 p.m. on Monday, the free storage period ends at 3:00 p.m. on Tuesday.
21. How much is the storage charge after 24 hours?
After the first twenty-four (24) hours, the storage charge is RM2.00 per day.
22. How is the daily storage charge calculated?
Each commenced twenty-four-hour period after the free storage period is treated as one chargeable day.
Any part of a commenced chargeable period may be charged as one full day.
Any part of a commenced chargeable period may be charged as one full day.
23. When do storage charges stop?
Storage charges will continue until the Parcel is:
- collected;
- redelivered;
- returned;
- otherwise released by Boxbox; or
- disposed of in accordance with the Boxbox Terms and Conditions.
- collected;
- redelivered;
- returned;
- otherwise released by Boxbox; or
- disposed of in accordance with the Boxbox Terms and Conditions.
24. Do storage charges continue after the Parcel is transferred to Headquarters?
Yes.
The RM2.00 daily storage charge will continue after the Parcel is transferred to Boxbox Headquarters.
Transfer to Headquarters does not cancel any storage charges already incurred.
The RM2.00 daily storage charge will continue after the Parcel is transferred to Boxbox Headquarters.
Transfer to Headquarters does not cancel any storage charges already incurred.
25. What payment methods does Boxbox accept?
Boxbox currently accepts:
- Touch ’n Go eWallet;
- GrabPay; and
- Boost.
- Touch ’n Go eWallet;
- GrabPay; and
- Boost.
26. Must I pay before collecting my Parcel?
Yes, where storage charges or other applicable fees are outstanding.
The locker compartment will only open after payment has been successfully confirmed.
The locker compartment will only open after payment has been successfully confirmed.
27. What if payment was deducted but the locker did not open?
Contact Boxbox customer support and provide:
- the payment receipt;
- the payment transaction reference;
- the registered telephone number;
- the Parcel tracking number; and
- the Boxbox locker location.
Boxbox will review the payment status and locker transaction records.
- the payment receipt;
- the payment transaction reference;
- the registered telephone number;
- the Parcel tracking number; and
- the Boxbox locker location.
Boxbox will review the payment status and locker transaction records.
28. Can I pay using cash or a bank card?
Boxbox currently only supports Touch ’n Go eWallet, GrabPay and Boost.
Cash payments and other payment methods are not supported unless displayed by the Boxbox system.
Cash payments and other payment methods are not supported unless displayed by the Boxbox system.
29. How do I apply for a refund?
Refund applications may be submitted through the official Boxbox website.
You may be required to provide:
- the registered telephone number;
- the Parcel tracking number;
- the payment receipt or transaction reference;
- the payment date and amount;
- the reason for the refund request; and
- any supporting information requested by Boxbox.
You may be required to provide:
- the registered telephone number;
- the Parcel tracking number;
- the payment receipt or transaction reference;
- the payment date and amount;
- the reason for the refund request; and
- any supporting information requested by Boxbox.
30. How long does a refund take?
Refund applications are generally reviewed and processed within fourteen (14) calendar days after Boxbox receives a complete application and all required supporting information.
Additional time may be required where further verification or payment-provider processing is necessary.
Additional time may be required where further verification or payment-provider processing is necessary.
31. Does submitting a refund application guarantee a refund?
No.
Each application will be reviewed based on the payment records, Boxbox system records and the reason for the request.
Each application will be reviewed based on the payment records, Boxbox system records and the reason for the request.
32. How will an approved refund be returned?
An approved refund will normally be returned through the original payment method, subject to the processing procedures of Touch ’n Go eWallet, GrabPay or Boost.
33. What happens if I do not collect my Parcel after 7 days?
Boxbox will use reasonable efforts to send an overdue reminder on or around the seventh (7th) day.
The reminder may include the estimated storage charges and a request to collect the Parcel as soon as possible.
The reminder may include the estimated storage charges and a request to collect the Parcel as soon as possible.
34. What happens if I do not collect my Parcel after 15 days?
Boxbox will use reasonable efforts to send another reminder on or around the fifteenth (15th) day.
The reminder may inform you that:
- storage charges are continuing;
- the Parcel may be removed after thirty (30) days;
- the Parcel may be transferred to Boxbox Headquarters; and
- redelivery fees will apply after transfer.
The reminder may inform you that:
- storage charges are continuing;
- the Parcel may be removed after thirty (30) days;
- the Parcel may be transferred to Boxbox Headquarters; and
- redelivery fees will apply after transfer.
35. What happens if I do not collect my Parcel after 30 days?
If the Parcel remains uncollected for thirty (30) days from the original Deposit Time, Boxbox may:
- remove the Parcel from the locker;
- transfer the Parcel to Boxbox Headquarters or another designated storage facility;
- make the locker compartment available for another User; and
- continue charging RM2.00 per day.
Boxbox will use reasonable efforts to notify the Recipient when the Parcel is transferred.
- remove the Parcel from the locker;
- transfer the Parcel to Boxbox Headquarters or another designated storage facility;
- make the locker compartment available for another User; and
- continue charging RM2.00 per day.
Boxbox will use reasonable efforts to notify the Recipient when the Parcel is transferred.
36. Can I still collect the Parcel from the original locker after 30 days?
No.
After the Parcel has been transferred to Headquarters, it will no longer be available at the original locker.
The Recipient must contact Boxbox customer support to arrange verification and redelivery.
After the Parcel has been transferred to Headquarters, it will no longer be available at the original locker.
The Recipient must contact Boxbox customer support to arrange verification and redelivery.
37. How do I reclaim a Parcel after it has been transferred to Headquarters?
Contact Boxbox customer support and provide the requested verification information.
You may be required to provide:
- the registered telephone number;
- the Parcel tracking number;
- a TAC;
- proof of identity; and
- proof that you are entitled to receive the Parcel.
You may be required to provide:
- the registered telephone number;
- the Parcel tracking number;
- a TAC;
- proof of identity; and
- proof that you are entitled to receive the Parcel.
38. What must I pay to reclaim an overdue Parcel?
Before the Parcel is redelivered, you must pay:
- all accumulated RM2.00 daily storage charges;
- the applicable redelivery fee; and
- any other amount lawfully due in connection with the Parcel.
- all accumulated RM2.00 daily storage charges;
- the applicable redelivery fee; and
- any other amount lawfully due in connection with the Parcel.
39. Can I collect an overdue Parcel directly from Headquarters?
The available recovery method will depend on Boxbox’s current operational arrangements.
Unless Boxbox confirms otherwise, overdue Parcels will be returned through an arranged redelivery service after verification and payment.
Unless Boxbox confirms otherwise, overdue Parcels will be returned through an arranged redelivery service after verification and payment.
40. How much is the redelivery fee?
The redelivery fee may depend on:
- the delivery destination;
- Parcel size and weight;
- the delivery arrangement;
- building access requirements; and
- other reasonable operational costs.
The applicable amount will be provided before the redelivery arrangement is confirmed.
- the delivery destination;
- Parcel size and weight;
- the delivery arrangement;
- building access requirements; and
- other reasonable operational costs.
The applicable amount will be provided before the redelivery arrangement is confirmed.
41. What happens if a Parcel remains unclaimed for 90 days?
If a Parcel remains unclaimed for ninety (90) days from the original Deposit Time, Boxbox may classify the Parcel as abandoned.
Subject to applicable law, Boxbox may then:
- destroy the Parcel;
- recycle the Parcel or its packaging;
- donate suitable items;
- return the Parcel to the sender where reasonably possible; or
- otherwise dispose of the Parcel.
Subject to applicable law, Boxbox may then:
- destroy the Parcel;
- recycle the Parcel or its packaging;
- donate suitable items;
- return the Parcel to the sender where reasonably possible; or
- otherwise dispose of the Parcel.
42. Will I be notified before the Parcel is disposed of?
Where reasonably practicable, Boxbox will use reasonable efforts to send a final notification before the Parcel becomes eligible for disposal.
The notification may include:
- the final deadline for reclaiming the Parcel;
- the outstanding storage charges;
- the redelivery fee; and
- a warning that the Parcel may be destroyed or otherwise disposed of.
The notification may include:
- the final deadline for reclaiming the Parcel;
- the outstanding storage charges;
- the redelivery fee; and
- a warning that the Parcel may be destroyed or otherwise disposed of.
43. Does the 90-day period begin after the Parcel reaches Headquarters?
No.
The ninety (90)-day period begins from the original Deposit Time recorded when the Parcel was first deposited into the Boxbox locker.
The ninety (90)-day period begins from the original Deposit Time recorded when the Parcel was first deposited into the Boxbox locker.
44. Can I claim compensation after the Parcel has been disposed of?
To the fullest extent permitted by applicable law, compensation will not be provided where:
- the Parcel remained unclaimed for ninety (90) days;
- Boxbox made reasonable notification attempts using the registered information; and
- the Parcel was disposed of in accordance with the Boxbox Terms and Conditions and applicable law.
- the Parcel remained unclaimed for ninety (90) days;
- Boxbox made reasonable notification attempts using the registered information; and
- the Parcel was disposed of in accordance with the Boxbox Terms and Conditions and applicable law.
45. Does Boxbox inspect the contents of Parcels?
No.
Boxbox does not ordinarily open or inspect Parcel contents as part of the parcel locker service.
Boxbox does not ordinarily open or inspect Parcel contents as part of the parcel locker service.
46. Is Boxbox responsible for damaged Parcels?
To the fullest extent permitted by applicable law, Boxbox is not responsible for:
- damage that occurred before the Parcel was deposited;
- damaged or unsuitable packaging;
- fragile or defective contents;
- damage caused by the Courier, sender, merchant or manufacturer;
- missing or incorrect contents; or
- disputes involving the quality, quantity, value or authenticity of the contents.
- damage that occurred before the Parcel was deposited;
- damaged or unsuitable packaging;
- fragile or defective contents;
- damage caused by the Courier, sender, merchant or manufacturer;
- missing or incorrect contents; or
- disputes involving the quality, quantity, value or authenticity of the contents.
47. What should I do if the Parcel is damaged or contains the wrong item?
Contact the relevant:
- sender;
- merchant;
- Courier;
- manufacturer; or
- delivery service provider.
Boxbox provides the locker access and temporary storage service and is not responsible for the original sale or delivery transaction.
- sender;
- merchant;
- Courier;
- manufacturer; or
- delivery service provider.
Boxbox provides the locker access and temporary storage service and is not responsible for the original sale or delivery transaction.
48. Is Boxbox responsible for missing items inside a Parcel?
No.
Boxbox does not verify the quantity or completeness of the contents inside a sealed Parcel.
Any complaint regarding missing contents should be directed to the sender, merchant or Courier.
Boxbox does not verify the quantity or completeness of the contents inside a sealed Parcel.
Any complaint regarding missing contents should be directed to the sender, merchant or Courier.
49. What items cannot be stored in a Boxbox locker?
Prohibited or unsuitable items include:
- illegal or stolen items;
- explosives or hazardous materials;
- weapons;
- controlled substances;
- live animals or insects;
- perishable food;
- leaking liquids;
- cash or negotiable instruments;
- items requiring temperature control;
- improperly packaged goods; and
- items that may damage or contaminate the locker.
- illegal or stolen items;
- explosives or hazardous materials;
- weapons;
- controlled substances;
- live animals or insects;
- perishable food;
- leaking liquids;
- cash or negotiable instruments;
- items requiring temperature control;
- improperly packaged goods; and
- items that may damage or contaminate the locker.
50. What happens if a prohibited or unsafe Parcel is deposited?
Boxbox may refuse, isolate, remove, transfer, report, return or dispose of the Parcel.
The responsible User, Courier, sender or merchant may be charged for reasonable cleaning, transportation, repair, storage or disposal costs.
The responsible User, Courier, sender or merchant may be charged for reasonable cleaning, transportation, repair, storage or disposal costs.
51. What Personal Data does Boxbox collect?
Depending on the service used, Boxbox may collect:
- telephone numbers;
- Parcel tracking numbers;
- locker locations;
- deposit and collection records;
- Pickup Code and TAC verification records;
- notification records;
- payment and refund information;
- customer support records; and
- CCTV footage where available.
- telephone numbers;
- Parcel tracking numbers;
- locker locations;
- deposit and collection records;
- Pickup Code and TAC verification records;
- notification records;
- payment and refund information;
- customer support records; and
- CCTV footage where available.
52. Why does Boxbox need my telephone number?
The telephone number is used to:
- link the Parcel to the Recipient;
- send collection notifications;
- provide the Pickup Code;
- send TAC verification messages;
- display Parcels linked to the verified number; and
- send overdue, transfer and disposal notifications.
- link the Parcel to the Recipient;
- send collection notifications;
- provide the Pickup Code;
- send TAC verification messages;
- display Parcels linked to the verified number; and
- send overdue, transfer and disposal notifications.
53. Does Boxbox share Personal Data with third parties?
Boxbox may share relevant information with service providers where necessary to provide the service, including:
- WhatsApp and SMS providers;
- tracking.my;
- Touch ’n Go eWallet;
- GrabPay;
- Boost;
- redelivery providers;
- IT and system providers;
- property management; and
- relevant authorities where legally required.
Boxbox does not sell or rent Personal Data to third parties for their independent marketing purposes.
- WhatsApp and SMS providers;
- tracking.my;
- Touch ’n Go eWallet;
- GrabPay;
- Boost;
- redelivery providers;
- IT and system providers;
- property management; and
- relevant authorities where legally required.
Boxbox does not sell or rent Personal Data to third parties for their independent marketing purposes.
54. How can I request access to or correction of my Personal Data?
Privacy requests may be submitted through the official Boxbox website or Boxbox customer support channels.
Boxbox may request identity and telephone number verification before processing the request.
Boxbox may request identity and telephone number verification before processing the request.
55. How do I contact Boxbox?
Questions relating to collection, payment, refunds, overdue Parcels or privacy may be submitted through the official Boxbox website or available Boxbox customer support channels.
When contacting Boxbox, please provide:
- the Parcel tracking number;
- the registered telephone number;
- the locker location;
- the payment transaction reference, where applicable; and
- a clear description of the issue.
For security reasons, do not provide an active TAC or Pickup Code unless requested through an authorised Boxbox support process.
When contacting Boxbox, please provide:
- the Parcel tracking number;
- the registered telephone number;
- the locker location;
- the payment transaction reference, where applicable; and
- a clear description of the issue.
For security reasons, do not provide an active TAC or Pickup Code unless requested through an authorised Boxbox support process.