Useful Information

Rokupack-Domestic & International Shipment (13)

Frequently Asked Questions

All the answers in one place
1. What logistics services do you provide?
We offer full-service logistics, including:
  • Domestic & international shipping
  • Freight forwarding (air, sea, land)
  • Warehousing & stockholding
  • Customs clearance
  • Delivery coordination & order tracking
2. Where is your logistics hub located?

Our main logistics facility is based in Puchong, Selangor, Malaysia. We also work with third-party logistics (3PL) partners to support international and regional distribution.

3. Do you offer express or urgent shipping?

Yes. We provide express delivery options for time-sensitive shipments via air freight or premium couriers. Additional charges apply.

4. Do you provide warehousing services?

Yes, we offer limited stockholding and scheduled delivery services for selected clients. Contact us for details and availability.

5. How are shipping costs calculated?
Shipping fees depend on:
  • Order weight & volume
  • Destination country
  • Preferred shipping method
  • Any special handling required
You’ll receive a full quote before order confirmation.
6. What should I do if my shipment is delayed or damaged?

Please contact our support team or our salesman immediately with your order number. We will coordinate with the carrier and assist in resolving the issue, including insurance claims (if applicable).

7. Do you provide insurance coverage for vehicle shipment?

Yes, we provide marine insurance coverage should you ship your vehicles with Roku Pack. The insurance price would differ in accordance to the value of the vehicle.

8. Do you deliver to interior areas in Sabah and Sarawak?

Yes, we do provide delivery service to interior areas to Sabah and Sarawak (e.g. Kapit, Lawas, Limbang). However, there are certain areas that are not reachable via road transport thus requiring water transportation service. Please consult with our consultant for suitable shipment solutions.

9. Do you transport food and beverage products?

We can only transport food and beverage products that are already packed (e.g. canned, plastic-packed). As of now, we do not transport fresh food products (e.g. fish, chicken, meat) via any mode of transportation.

10. Can I pack the goods on my own before sending them?

Yes, you may pack your items on your own. However, for fragile and valuable items, we would suggest to let our professional team to pack them for you.