Have enquiries regarding our service? Check out our frequently asked questions below!
1. What is the Setel Express Pack?
The Setel Express Pack is a biodegradable poly mailer for deliveries. The Setel Express Pack comes in S and M sizes.
2. What is a Setel Express Point?
A Setel Express Point is a one stop location which allows you to purchase, send and self collect your Setel Express Pack for delivery. You may find our Setel Express Points within Kedai Mesra stores at selected PETRONAS stations here.
3. What is the Send Parcel feature?
The Send Parcel feature on the Setel app allows you to scan the QR code at the back of your Setel Express Pack to submit your delivery details. Simply tap More > Send Parcel to get access to the Send Parcel feature.
4. Where can I purchase my Setel Express Pack?
You may purchase your Setel Express Pack at selected Setel Express Points within Kedai Mesra stores at selected PETRONAS stations here.
5. Where can I deliver my Setel Express Pack to?
We currently deliver within Peninsular Malaysia only (get our full coverage area here), with an expected delivery time of up to 24 hours for intrastate and up to 4 days for interstate deliveries.
6. When can I drop-off my Setel Express Pack?
You may drop-off your Setel Express Pack at any Setel Express Point from 8 am to 11 pm (Monday to Sunday). Do note that Sunday is considered a non-working day, hence any drop-offs on Sundays shall require an additional one (1) working day for delivery. Similarly, any drop-offs after 4pm will be considered as ‘next day drop off’ and shall require an additional one (1) working day for delivery.
7. Do I need to sign up/register an account to send my Setel Express Pack?
No, you do not need an account to use our Setel Express Pack. Simply purchase your Setel Express Pack, scan the QR code using the ‘Send Parcel’ feature on the Setel app and create a shipment. Lastly drop off your Setel Express Pack for delivery at your nearest Setel Express Point.
8. How do I track my Setel Express Pack?
You will receive an SMS notification with a link to track your Setel Express Pack once your shipment order has been created. Alternatively, you may track your Setel Express Pack via our Track Parcel functionality on the Setel app. Simply tap More > Track Parcel to get access to the Track Parcel feature. Your Shipment ID can be obtained from your SMS notification.
9. How much can I fit into my Setel Express Pack?
The Setel Express Pack is sold in S (18cm x 25cm) and M (25cm x 35cm) sizes. With our ‘all you can fit’ Setel Express Pack, there are no weight or size restrictions so as long as the items inside are of reasonable weight, size in accordance with the size of the packs. The Setel Express Pack must not be damaged upon drop off.
10. Can I return/refund/exchange my Setel Express Pack?
All Setel Express Packs sold are non-refundable/non-exchangeable. If the QR code on your Setel Express Pack cannot be scanned, please contact our customer service representatives for support.
Being part of the Setel mobile app platform, we aim to make everyday life simpler and better by innovating for better, inclusive mobility. Supported by PETRONAS Dagangan Berhad, we leverage on its expansive network of PETRONAS stations nationwide to provide customers with a seamless delivery experience at an affordable cost. All this in delighting customers with a seamless and customised retail-on-the-go experience.
Setel Express Sdn. Bhd. (formerly known as D-Two Couriers (M) Sdn. Bhd.), a wholly owned subsidiary of PETRONAS Dagangan Berhad, a company registered in Malaysia with company number 199901009862 (484762-U)