Frequently Asked Questions
Have a question about the services we offer? We're here to help!
Top FAQ
Depending on your selection of the shipping modes available for USA packages, the transit time will differ as per below:
- Economy- within 12 to 17 working days from the date of payment.
- Standard- within 7 to 10 working days from the date of payment.
For Europe and Japan packages, the transit time of your packages will be 7 to 10 working days from date of payment.
Working days do not include Saturday, Sunday, both in the country of destination or product source country’s (USA, Europe & Japan) and public holidays.Please be aware that public holidays, both in the country of destination or product source country’s (USA, Europe & Japan), affects delivery dates.
Working days do not include Saturday, Sunday, both in the country of destination or product source country’s (USA, Europe & Japan) and public holidays.
Gentle reminder that the product source country’s warehouses are in a different time zone to you.
Volumetric weight of a package is a calculation that reveals the density of a package and we use the below formula to derive the volumetric weight of a package
Volumetric weight = [ length(cm) x breadth(cm) x height(cm) ] / 5,000cm
You can advise your merchant to ensure proper packaging or pack your purchase into a smallest possible box.
For USA packages, you may also select Economy shipping mode which charges based on the actual weight of your packages.
vPost will repack your package by minimising the height of the package, thus reducing the volumetric weight. Note that we will not be able to cut down all sides of the package. If available, vPost may also repack your package by putting them in a new smaller box.

Example: Height of package being cut down
- when the package contains leather products, e.g. handbags, purses, coats, etc.
- when the package contains restricted items, such as perfume, standalone batteries, fuels, etc.
- when the package is marked ‘FRAGILE’.
- when the package is obviously a gift, i.e. packed in a gift box, secured with ribbon and gift card, etc.
The decision to repack a package will be made at the discretion of vPost.
Please note that if the merchant delivers a package that arrives at our warehouse in conditions deemed unsuitable for shipping, you may incur additional repacking cost on that package.
On the following page, there will be a voucher code field for you to enter the promotion/voucher code that you are eligible for.
The items listed below serve as guide on some of the more common items that vPost is not able to ship. This list is not exhaustive and could include items that are not listed below.
- All kinds of Alcohol / Flammable sanitizers
- All tobacco products, including but not limited to Cigars, E-Cigars, E-Liquids, etc.
- Any external battery/powerbank for smartphones or tablets devices
- Intoxicating liquors
- Tobacco products
- Motor vehicles
- Petroleum products
- Any type of standalone batteries
- Any additional battery/batteries that is packed in the same package but separated from the device
- Alcohol products and beverages (Item(s) would be discard at Origin and unable to process for returns or redirect to another address)
- Audio Speakers
- Counterfeit goods
- Diamonds
- Electronic device which contains battery purchased from ebay/ individual seller (Used items shipped without manufacturer’s packaging do not comply and are illegal to ship)
- Engine oils
- Essential oils, diffuser oils, fragrance oil and perfume oil
- Items that are not labeled in English (Dietary supplements/ Cosmetics/ Food)
- Any food, supplement, drug or cosmetic that has been issued a Consumer Safety Advisory Warning by Authority (HSA or etc)
- Any unidentifiable material, substance or chemical.
- Fuels, gasoline and gas torches
- Flammable and toxic content products (e.g. products with Minoxidil, zinc oxide, Rosemary Oil and etc.)
- Firearms (or parts thereof)
- Imitation tobacco products (e.g. electronic cigarettes, etc)
- Infectious substances
- Ink Cartridges
- Laser apparatus such as laser pointers that are found to have emission powers
- Lighters with or without fuel/fluids
- Magnets
- Munitions of war
- Meat or animal extracts
- Seeds / live plant
- Nail polish and nail polish removers
- Narcotic drugs
- Pornographic materials
- Perishable foods (e.g., cheese, yoghurt, eggs)
- Processed foods more than 5kg and above SGD100 (food products that are not classified as meat, seafood or fresh fruits and vegetables)
- Precious metals and Gemstones
- Paper currency, coins, credit cards and cheques
- Perfumes, colognes, eau de toilette and fragrance sprays
- Perfume samples (Item(s) would be discard at Origin and unable to process for returns or redirect to another address)
- Radioactive materials
- Sprays, aerosol cans and compressed gas cylinders
- Turpentine and paint thinner
- Weapons (swords / knives / guns, etc).
This list may be updated from time to time. Please contact us if you require any further assistance.
My Account
If you have forgotten your vPost password or it is not working for some reason, please follow the steps below:
- At the sign-in page, click on ‘Forgot password?’
- Enter your email address that you have registered for.
- Click on “Send me reset password instructions” button.
- An email containing your password will be send to the email address specified in your profile.
If you have difficulties retrieving your vPost password through the above method, you may contact us for further assistance.
If you did not receive the activation email, please follow the steps below.
- Click here to request for the activation email to be resent to you.
- Enter the email address you used to sign up.
- Click on “Resend confirmation instructions”.
Alternatively, you can contact us and we will resend the activation email for you.
Kindly activate your account within 3 days from receipt of the activation email.
Shipping with vPost
Depending on your selection of the shipping modes available for USA packages, the transit time will differ as per below:
- Economy- within 12 to 17 working days from the date of payment.
- Standard- within 7 to 10 working days from the date of payment.
For Europe and Japan packages, the transit time of your packages will be 7 to 10 working days from date of payment.
Working days do not include Saturday, Sunday, both in the country of destination or product source country’s (USA, Europe & Japan) and public holidays.Please be aware that public holidays, both in the country of destination or product source country’s (USA, Europe & Japan), affects delivery dates.
Working days do not include Saturday, Sunday, both in the country of destination or product source country’s (USA, Europe & Japan) and public holidays.
Gentle reminder that the product source country’s warehouses are in a different time zone to you.
Once you are logged in to your vPost account, your dashboard will show you total number of packages that require your actions and total number of packages which are pending for payment. The breakdown of your packages is also shown below, according to each of the source countries. You may click on the source country to access the information of your packages in that specific source warehouse.

In the event that your merchant has updated your package as delivered but it has yet to appear in your account after 2 working days, please contact us and provide us with more details on your package (e.g. merchant invoice with tracking number, merchant name, etc.), to help us locate your items.
For return to merchants with a valid prepaid return label, amount payable will be USD $5.20 only. If your merchant did not provide a prepaid return label, then the cost to return your package to merchant’s address will be payable by customer.
We are currently only processing return to merchants only.
We are unable to process any redirection request.
For the maximum size allowance, please kindly refer to the respective sections below:
- vPost USA
Maximum Actual weight: 100KG.
Maximum Length: 150 cm
Packages that exceed the maximum length measurement cannot be shipped.
- vPost EUROPE
Maximum Actual weight: 30KG
Maximum Length x Width x Height: 90 x 90 x 90 cm
Packages that exceed the maximum length measurement cannot be shipped. - vPost JAPAN
Maximum Actual Weight: 30KG
Maximum Length: 150 cm
Packages that exceed the maximum length measurement cannot be shipped.
An additional surcharge might be imposed for handling of any oversized packages or any special handling required.
- These personalized addresses comprise of your name, VP number and the overseas address vPost uses to process your packages and are displayed in your vPost account.
You should enter your local address as your billing address.
However, you can also enter your personalized vPost address at merchants’ sites which do not allow you to enter your local addresses as a billing address. Please note that by doing so, you may not receive the hard copy invoice should the merchant send it via mail.
- Purchase items that are available overseas but not in Malaysia.
- Purchase items from overseas merchants that do not ship to Malaysia.
- Purchase items available in Malaysia from relatively cheaper overseas sources.
- vPost USA
- vPost EUROPE
- vPost JAPAN
vPost provides you with a personalized delivery address located in 3 source countries overseas, allowing you to shop globally from international merchants.
Your purchases that are delivered to these personalized delivery addresses will then be shipped to your local address that you have indicated when you made the payment.
However, if you need to, please ensure proper packaging by your Sender. Please inform your sender to pack it well in shipping condition to ensure that the items are sufficiently insulated during the shipping process.
We do not take responsibility for any damages that may occur during the entire handling, shipping and delivery from our overseas shipping facilities to your delivery address.
However, do note that there will be a longer transit time for your packages to arrive.
vCare charges will be 3% of the declared package value, subject to a minimum charge of USD $8.00 for each consignment note. Declared item value shall include, but is not limited to, cost of the item, local shipping charges to vPost’s overseas shipping facilities and any other applicable charges paid. Limits of liability in relation to each consignment note to which vCare applies will be SGD $20,000. For more details, please click here
An enquiry should be raised via our Customer Service. Please call +65 6841 2000 or leave us a message.
When submitting the claim, all relevant documents must be enclosed, including but not limited to the following:
- Content merchant invoice or purchase receipts of the article covered by vCare;
- Photos of the external packaging and the damaged content to facilitate our investigation;
- All correspondence exchanged with any third party responsible or potentially responsible for the loss or damage of the article.
Please refer to vCare Terms and Conditions for procedure of claims.
Package at vPost Warehouse
The reason will be due to your packages not having a merchant invoice in them. As such, we will require you to input the dollar value of your purchases for customs declaration purposes.
- Log in to your account.
- On your Dashboard, click on the country that you wish to be directed to.
- At the ‘Action Required’ tab, click on the ‘Declare’ button.
- Enter the dollar value of your package and submit your declaration.
As the purchase was made by you, we trust that you will be able to provide an accurate input. Please note that we will need an accurate dollar value of the package for a smooth customs clearance. As such, you will need to input the actual value of the package regardless of whether it is a free gift from the merchant or as a gift for your loved ones and friends.
Alternatively, you may also use our “Find My Package” function located on your Dashboard to locate your package as it could have been processed by our warehouse but it was without a valid vPost account number thus it could not be assigned to your vPost account.
Please refer to vPost Terms and Conditions clause 10 for a sample of the SED form. Once the form is filled and duly signed, we will forward it to our USA forwarder for processing.
However, if you prefer to declare the packages on your own, please ensure you select ‘No’ for Auto-Declaration.
If none of the categories available match your item(s), you may select ‘Others’ and input your product description.
Please take note to select the correct currency of your declared value and input the value of the package.
Click on ‘Submit’ once you are done.
This applies to all packages arriving at our 4 warehouses.
We will not be liable for any losses incurred by customers due to wrong declarations of the package(s).
- The transaction value of identical or similar goods from the same country of origin that is exported at about the same time, or
- The original price payable for the goods as if they are sold for export to Singapore
For USA packages, repack option will be available to customer if the difference between the actual weight and volumetric weight exceeds 2KG.
For Japan packages, we will repack your package if the difference between the actual weight and volumetric weight exceeds 2KG.
Repacking service is not available for Europe packages as they are charged based on their actual weight.
- when the package contains leather products, e.g. handbags, purses, coats, etc.
- when the package contains restricted items, such as perfume, standalone batteries, fuels, etc.
- when the package is marked ‘FRAGILE’.
- when the package is obviously a gift, i.e. packed in a gift box, secured with ribbon and gift card, etc.
There are also packages which are specially packed to ensure breakable items are cushioned. As such packages would potentially be bulky, the difference between the actual weight and volumetric weight may be higher. We will take into account such instances and repack only when the safety of the package will not be compromised.
The decision to repack a package will be made at the discretion of vPost.
For vPost Japan, package that meets our repack criteria will be repacked by us unless it compromises on the safety of your package or does not meet our repacking requirements.
For packages that arrived in our warehouse without any vPost account number, we will repack them if they meet our repack criteria as well.
Do rest assured that you will enjoy savings on your package even after taking into account the repacking fee.
vPost will repack your package by minimising the height of the package, thus reducing the volumetric weight. Note that we will not be able to cut down all sides of the package. If available, vPost may also repack your package by putting them in a new smaller box.

Example: Height of package being cut down
In the event wherein physical package label become spoil due to unforseen event, warehouse will not be able to track the package using only one tracking number. Providing both tracking numbers will make it easier to track the package.
The two tracking numbers can be found at the upper left and lower right sides. See image below as guide.

Package Delivery
Payment
On the following page, there will be a voucher code field for you to enter the promotion/voucher code that you are eligible for.
If you entered a voucher code and it is not valid, please countercheck the entered voucher code for its terms and conditions of use. You may wish to contact us if there is any problem using any of the valid voucher code(s).
Holding Fee for processed package: Once your package has been processed, vPost will notify you by email on the shipping charges payable for that package. For vPost USA, vPost Japan,and vPost Europe, there will be a charge of USD $1.25 per item per day for items which are held for more than 30 days from processed date.
Example: Package is in your account on 5th October, the holding fee will start on 5th November.
Currently, vPost accepts the below payment methods:
- Credit*/Debit Cards (Visa/Master)
- *Only local issued credit cards are accepted
- PayPal
- American Express (AMEX)
Please ensure that you have made the necessary arrangements for any of the above payment methods before using vPost Shipping Services.
Volumetric weight of a package is a calculation that reveals the density of a package and we use the below formula to derive the volumetric weight of a package
Volumetric weight = [ length(cm) x breadth(cm) x height(cm) ] / 5,000cm
You can advise your merchant to ensure proper packaging or pack your purchase into a smallest possible box.
For USA packages, you may also select Economy shipping mode which charges based on the actual weight of your packages.
Please note that if the merchant delivers a package that arrives at our warehouse in conditions deemed unsuitable for shipping, you may incur additional repacking cost on that package.
Restricted Products
The items listed below serve as guide on some of the more common items that vPost is not able to ship. This list is not exhaustive and could include items that are not listed below.
- All kinds of Alcohol / Flammable sanitizers
- All tobacco products, including but not limited to Cigars, E-Cigars, E-Liquids, etc.
- Any external battery/powerbank for smartphones or tablets devices
- Intoxicating liquors
- Tobacco products
- Motor vehicles
- Petroleum products
- Any type of standalone batteries
- Any additional battery/batteries that is packed in the same package but separated from the device
- Alcohol products and beverages (Item(s) would be discard at Origin and unable to process for returns or redirect to another address)
- Audio Speakers
- Counterfeit goods
- Diamonds
- Electronic device which contains battery purchased from ebay/ individual seller (Used items shipped without manufacturer’s packaging do not comply and are illegal to ship)
- Engine oils
- Essential oils, diffuser oils, fragrance oil and perfume oil
- Items that are not labeled in English (Dietary supplements/ Cosmetics/ Food)
- Any food, supplement, drug or cosmetic that has been issued a Consumer Safety Advisory Warning by Authority (HSA or etc)
- Any unidentifiable material, substance or chemical.
- Fuels, gasoline and gas torches
- Flammable and toxic content products (e.g. products with Minoxidil, zinc oxide, Rosemary Oil and etc.)
- Firearms (or parts thereof)
- Imitation tobacco products (e.g. electronic cigarettes, etc)
- Infectious substances
- Ink Cartridges
- Laser apparatus such as laser pointers that are found to have emission powers
- Lighters with or without fuel/fluids
- Magnets
- Munitions of war
- Meat or animal extracts
- Seeds / live plant
- Nail polish and nail polish removers
- Narcotic drugs
- Pornographic materials
- Perishable foods (e.g., cheese, yoghurt, eggs)
- Processed foods more than 5kg and above SGD100 (food products that are not classified as meat, seafood or fresh fruits and vegetables)
- Precious metals and Gemstones
- Paper currency, coins, credit cards and cheques
- Perfumes, colognes, eau de toilette and fragrance sprays
- Perfume samples (Item(s) would be discard at Origin and unable to process for returns or redirect to another address)
- Radioactive materials
- Sprays, aerosol cans and compressed gas cylinders
- Turpentine and paint thinner
- Weapons (swords / knives / guns, etc).
This list may be updated from time to time. Please contact us if you require any further assistance.
The items listed below serve as guide on some of the more common items that vPost is not able to ship. This list is not exhaustive and could include items that are not listed below.
- All kinds of Alcohol / Flammable sanitizers
- All tobacco products, including but not limited to Cigars, E-Cigars, E-Liquids, etc.
- Any external battery/powerbank for smartphones or tablets devices
- Intoxicating liquors
- Tobacco products
- Motor vehicles
- Petroleum products
- Any type of standalone batteries
- Any additional battery/batteries that is packed in the same package but separated from the device
- Alcohol products and beverages
- Counterfeit goods
- Diamonds
- Electronic device which contains battery purchased from ebay/ individual seller (Used items shipped without manufacturer’s packaging do not comply and are illegal to ship)
- Engine oils
- Essential oils, diffuser oils, fragrance oil and perfume oil
- Items that are not labeled in English (Dietary supplements/ Cosmetics/ Food)
- Any food, supplement, drug or cosmetic that has been issued a Consumer Safety Advisory Warning by Authority (HSA or etc)
- Any unidentifiable material, substance or chemical.
- Fuels, gasoline and gas torches
- Flammable and toxic content products (e.g. products with Minoxidil, zinc oxide, Rosemary Oil and etc.)
- Firearms (or parts thereof)
- Imitation tobacco products (e.g. electronic cigarettes, etc)
- Infectious substances
- Items containing lithium ion batteries Laser apparatus such as laser pointers that are found to have emission powers
- Lighters with or without fuel/fluids
- Magnets
- Munitions of war
- Meat or animal extracts
- Seeds / live plant
- Nail polish and nail polish removers
- Narcotic drugs
- Pornographic materials
- Perishable foods (e.g., cheese, yoghurt, eggs)
- Processed foods more than 5kg and above SGD100 (food products that are not classified as meat, seafood or fresh fruits and vegetables)
- Precious metals and Gemstones
- Paper currency, coins, credit cards and cheques Perfumes, colognes, eau de toilette and fragrance sprays
- Radioactive materials
- Sprays, aerosol cans and compressed gas cylinders
- Turpentine and paint thinner
- Weapons (swords / knives / guns, etc)
This list may be updated from time to time. Please contact us if you require any further assistance.
The items listed below serve as guide on some of the more common items that vPost is not able to ship. This list is not exhaustive and could include items that are not listed below.
- All kinds of Alcohol / Flammable sanitizers
- All tobacco products, including but not limited to Cigars, E-Cigars, E-Liquids, etc.
- Any external battery/powerbank for smartphones or tablets devices
- Essential oils, diffuser oils, fragrance oil and perfume oil
- Items that are not labeled in English (Dietary supplements/ Cosmetics/ Food)
- Any food, supplement, drug or cosmetic that has been issued a Consumer Safety Advisory Warning by Authority (HSA or etc)
- Any unidentifiable material, substance or chemical.
- Intoxicating liquors
- Tobacco products
- Motor vehicles
- Petroleum products
- Any type of standalone batteries
- Animals and plants
- Beef extract
- Chemicals and drugs
- Coins and bills
- Paper currency, coins, credit cards, cheques and stamps
- Dangerous goods classified by Japanese local regulation or IATA Dangerous Regulations including any materials with dry ice
- Flammable items such as perfume / nail polish
- Imitation tobacco products (e.g. electronic cigarettes, etc)
- Items restricted by the Washington Treaty, ie. ivory
- Items that contains Aloe, squalene, sharks’ extract or coral (eg: certain types of cosmetics or lip balm)
- Items that require temperature control
- Laser apparatus such as laser pointers that are found to have emission powers
- Electronic device which contains battery purchased from ebay/ individual seller (Used items shipped without manufacturer’s packaging do not comply and are illegal to ship)
- Meat or animal extracts
- Seeds / live plant
- Perishable foods (e.g., cheese, yoghurt, eggs)
- Processed foods more than 5kg and above SGD100 (food products that are not classified as meat, seafood or fresh fruits and vegetables)
- Precious stones and metal
- Restricted or controlled items by the Japanese Government
- Weapons such as guns, swords and knives
This list may be updated from time to time. Please contact us if you require any further assistance.

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