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Legal

Terms & Conditions

These terms apply to every shipment Blue Box Cold Chain Sdn. Bhd. collects, carries or delivers. Booking a shipment with us means you accept them. Please read them together with our Coverage Guide and delivery guideline, which form part of these terms.

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Where you and Blue Box have signed a separate written agreement, that agreement prevails over these terms to the extent of any conflict.

1Definitions and Scope

  1. 1.1 “We”, “us” and “Blue Box” mean Blue Box Cold Chain Sdn. Bhd. (Company No. 202101044302). “You” or “the sender” means the person or company booking a shipment. “The consignee” means the person receiving it.
  2. 1.2 These terms apply from the moment a booking is confirmed until the shipment is handed to the consignee, and to any quotation, enquiry or booking made through this website.
  3. 1.3 We may decline any booking. A booking is only confirmed once our team has confirmed it to you.

2Services and Coverage

  1. 2.1 We provide temperature-controlled transport, delivery and distribution across Peninsular Malaysia, and cross-border delivery into mainland Singapore. We do not operate a depot in Singapore.
  2. 2.2 Some areas are outside our network. All Felda settlements are excluded, in every state, along with the areas listed in our Coverage Guide. In Singapore, offshore islands and controlled sites are excluded.
  3. 2.3 East Malaysia (Sabah, Sarawak and Labuan) is not yet on our scheduled network. Shipments there are arranged case by case and cannot be booked online.
  4. 2.4 The postcode checker on our quotation page indicates coverage only. The delivery schedule for your address is confirmed by our team.

3Quotation and Charges

  1. 3.1 Any figure given before booking is an estimate. Your final quotation is confirmed by our team.
  2. 3.2 Charges are calculated on actual weight in kilograms or on box size, whichever is greater.
  3. 3.3 Weight limits apply per box: S up to 10 kg, M up to 20 kg, L up to 30 kg. A box over its limit is charged at double the delivery fee, and we may refuse a shipment that is excessively overweight or oversized.
  4. 3.4 Collection, packing materials, door-to-door delivery and other additional services are charged separately, at the rates confirmed with you when you book.
  5. 3.5 Charges remain payable in full where a shipment is delayed, held for customs inspection, or refused by the consignee for reasons outside our control.
  6. 3.6 Charges quoted are exclusive of service tax. Where the services are taxable, service tax is added at the rate prescribed by law — currently 6% for logistics services under the Service Tax Act 2018 — and is shown as a separate line on your invoice. If the prescribed rate or scope changes, the rate in force on the date of the invoice applies.

4Items We Cannot Carry

  1. 4.1 We do not accept: explosives, ammunition and hazardous materials; illegal drugs and anything prohibited or restricted under Malaysian law; live animals; ice cream, gelato and other items prone to melting; jewellery, precious metals or stones, luxury watches and other high-value goods; and alcohol without a valid excise permit.
  2. 4.2 It is your responsibility to make sure the goods you hand over are not prohibited or restricted by law. We may refuse, hold, or return at your cost any item that poses a safety, legal or operational risk.
  3. 4.3 Where we agree in writing to carry something that would otherwise be restricted, it travels entirely at your own risk.

5Packing Is Your Responsibility

  1. 5.1 Goods must be packed in polystyrene boxes, and frozen goods must be fully frozen before collection.
  2. 5.2 Boxes must be sealed tightly, carry enough cooling material to hold temperature for the whole journey, and have any empty space inside filled.
  3. 5.3 The Delivery Order (DO) label with its QR code must be attached to the short side of the box and protected with transparent tape, so it stays scannable when boxes are stacked and exposed to condensation.
  4. 5.4 Fragile items must be wrapped in bubble wrap. Documents must be packed waterproof. Temperature-sensitive food and pharmaceutical products need insulated or validated cold chain packing suited to the product, and you must tell us the temperature range required.
  5. 5.5 Glass and other fragile items must be photographed as proof of condition before handover.
  6. 5.6 We are not liable for damage, spoilage or loss of efficacy caused by packing that does not meet these requirements.

6Collection and Delivery

  1. 6.1 Collection runs within the cut-off window published for each region and is not available in every area. A collection charge may apply below the minimum box quantity confirmed with you.
  2. 6.2 Frozen goods are delivered on the second day; Singapore is a day-three delivery. Peak seasons and unforeseen delays are excepted.
  3. 6.3 Usual delivery hours are 7:00 AM to 7:00 PM. During busy periods this may extend to 9:00 PM – 11:00 PM, or move to the next day.
  4. 6.4 Our drivers make 30 to 40 stops a day. Please give your consignee a time range rather than a fixed time, and make sure someone is there to receive the goods.
  5. 6.5 Where delivery fails because nobody is available to receive the shipment, or the address is wrong or incomplete, redelivery or return is charged separately.

7Temperature Control: Scope and Limits

  1. 7.1 Shipments are held at the agreed temperature from collection, through sorting at our hub, to the destination state.
  2. 7.2 Last-mile delivery runs on roughly 80% refrigerated lorries and 20% non-refrigerated lorries, depending on area coverage, driver scheduling and vehicle availability.
  3. 7.3 The Johor Bahru to Singapore crossing is operated by normal lorry, not a temperature-controlled one. Correct insulated packing and sufficient cooling material are essential on this lane.

8Cross-Border Shipments to Singapore

  1. 8.1 We deliver to mainland Singapore only. Country clubs are subject to individual clearance and approval; hospitals can be delivered to, though collection is by arrangement.
  2. 8.2 Delivery hours are 5:30 AM to 2:00 PM, following our daily routing schedule.
  3. 8.3 The weight limit is 20 kg per box. A surcharge applies above that, and we may reject excessively overweight shipments.
  4. 8.4 Some goods need a permit to enter Singapore. Obtaining a valid permit is your responsibility; our team can help arrange it.
  5. 8.5 Goods may be opened for inspection during customs clearance, and transport charges still apply. We are not responsible for goods detained or seized by Singapore customs, and we cooperate with the authorities where required.

9Limitation of Liability

  1. 9.1 We are liable only for loss or damage caused by our own negligence while the shipment is in our care.
  2. 9.2 We are not liable for: damage caused by inadequate packing; spoilage of goods that were not fully frozen at collection; breakage of glass or other fragile items in transit; injury or death of any living creature carried by agreement; loss of efficacy of pharmaceutical products; goods detained or seized by customs; or delay caused by traffic, weather, road closures or other events outside our control.
  3. 9.3 We are not liable for indirect or consequential loss, including loss of profit, loss of contract, or damage to reputation.
  4. 9.4 Our maximum liability for any one shipment is limited to TO BE CONFIRMED — maximum compensation per shipment.
  5. 9.5 Nothing in these terms excludes or limits any liability that cannot lawfully be excluded or limited under Malaysian law.

10Claims

  1. 10.1 Any claim must be submitted within 24 hours of delivery.
  2. 10.2 A claim must include photographs of the goods and packaging as received, the Delivery Order number, and documents showing the value of the goods.
  3. 10.3 Please keep the goods and packaging as received until the claim is settled, so they can be inspected.
  4. 10.4 Claims made after 24 hours, or without the evidence above, cannot be processed.

11Events Outside Our Control

  1. 11.1 We are not liable for failure or delay caused by events beyond our reasonable control, including accidents, vehicle breakdown, road closures, flooding, severe weather, fire, industrial action, border closures, customs action, public health measures or acts of government.
  2. 11.2 If such an event occurs, we will contact you and agree a revised arrangement as soon as we reasonably can.

12Personal Data

  1. 12.1 The enquiry form on this website stores nothing on our servers. It builds a WhatsApp message sent from your own device, so your details go straight into the chat.
  2. 12.2 We use the contact details you give us to arrange, deliver and invoice your shipments, and keep them only as long as that purpose and our legal and accounting obligations require.
  3. 12.3 This website counts visits. An IP address is used once to look up a general region and is then discarded; only a one-way salted hash is kept, so repeat visits can be counted without identifying anyone. We also use Google Analytics. This is handled in line with the Personal Data Protection Act 2010.

13Changes and Governing Law

  1. 13.1 We may update these terms. The version published on this page when you book is the version that applies to that booking.
  2. 13.2 These terms are governed by the laws of Malaysia, and the courts of Malaysia have exclusive jurisdiction.
  3. 13.3 If any clause is found unenforceable, the remaining clauses continue in effect.

Questions About These Terms

If anything here is unclear, talk to our customer service team before you ship.

010-548 9599 hq@bluebox.com.my Privacy Notice