- 1. Where can I purchase a Redbox?
- You can purchase Redbox online at http://redbox.airasia.com or at any of our Sales Centres/Drop Off Points. Please refer to the list of Sales Centres to find one that is nearest to you and its operating hours.
- 2. How can I send my packages?
Redbox is really easy to use.
Log on to http://redbox.airasia.com and choose the destination and the size of the box and weight that fits your package.
Once payment is completed, you will be issued an Air Waybill with the details of your package and a Customs Invoice. Print both documents and go to any of our Sales Centres/ Drop Off Points where you will be given a Redbox that corresponds to the size of box that you have purchased online.
Place the item(s) that you would like to be delivered inside the Redbox, attach the Air Waybill and Customs Invoice on the top of the Redbox and it is now ready for delivery. For more details, please see our Redbox Easy Guide.
If you are a Preferred Account Customer, you may elect to have your Redbox collected at a designated time by our partner, DHL, from the office address stated in your registration.
Please remember to keep a copy of the Air Waybill for your reference.
At the moment, Redbox delivers to selected destinations. Please click Redbox Coverage Area link located at the bottom of the website for details.
- 3. Do I have to enter the postcode when sending a package?
Yes, you are required to provide the postcodes for Origin and Destination. You will be prompted automatically if the postcode(s) is not within the Redbox coverage area.
Please click Redbox Coverage Area link located at the bottom of the website for details.
- 4. I am sending my package to Kuala Lumpur, is this location part of Central Region?
Yes, Central Region includes Kuala Lumpur, Selangor and selected parts of Negeri Sembilan.
Please click Redbox Coverage Area link located at the bottom of the website for details.
- 5. If I am staying out of the coverage area, can I still use Redbox to send a package to a location that is within your coverage area?
- Yes, you can drop off your package at the nearest Sales Centres/Drop Off Points.
- 6. I have made payment and received the Air Waybill. Where do I get the Redbox to place the items that I want to courier?
Redboxe can be obtained from any of the following Sales Centres/Drop Off Points. Please bring a printed copy of the Air Waybill as proof of purchase.
- 7. Can I use my own box to pack the items that I want to courier?
All packages must use our Redbox. If you have packed the item(s) using your own box, please make sure it fits into an appropriate Redbox.
Please note that the total weight of the package is calculated to include the Redbox. Additional charges me be incurred if the final weight exceeds the amount purchased online.
The available box sizes are:
17 x 17 x 17 cm
21 x 21 x 21 cm
27 x 27 x 27 cm
32 x 32 x 32 cm
36 x 36 x 36 cm
43 x 43 x 43 cm
48 x 48 x 48 cm
37 x 26 x 24 cm
47 x 33 x 32 cm
59 x 39 x 41 cm
- 8. If my package is 5.01kg, will I be charged the 5kg rate or 6kg rate?
- 6kg rate.
- 9. I have packed my item(s) in the Redbox. What do I do now?
Attach the Air Waybill to the Redbox as shown in the diagram. Then, drop off the consignment at any of our Sales Centres/Drop Off Points.
Only Preferred Account Customers have the option to have the package(s) collected at their registered office address.
- 10. Where do I get the Redbox stickers?
- The Redbox stickers come together with every purchase of a Redbox. Please remember to ask for them when you get your Redbox from the nearest Sales Centres/Drop Off Points.
- 11. What is a Preferred Account Customer?
A Preferred Account Customer is a service that Redbox provides to corporate clients
Applications for a Preferred Account Customer must be made in writing and accompanied by a Form 9 or Form 13.
Please send your application to us at
Fax: +603 2171 9300 or
Email: redbox_service@airasia.com
- 12. Are there additional benefits that I will enjoy as a Preferred Account Customer?
- As a Preferred Account Customer, you will have the option to have your package collected at a designated time by our partner, DHL, from the office address stated in your registration.
You may still drop off your package(s) at any of our Sales Centres/Drop Off Points if you wish to.
- 13. Can I buy the box first before I prepare my package?
Yes, you can pre-purchase the box only if you are a Preferred Account Customer.
Preferred Account Customers also get to enjoy savings of up to 25% off the normal price of the box by presenting your verified Redbox Preferred Account User ID at the Sales Centres/Drop Off Points.
For details on how to be a Preferred Account Customer, please refer to question number 9.
- 14. As a Preferred Account Customer, is it possible for me to buy 10 boxes by the next day?
- A minimum of five (5) business days is required if you would like to get ten (10) boxes or more for each size.
Please place your order by calling the nearest Sales Centres/Drop Off Points.
- 15. How do I track or check the status of my package?
- Track your package online by keying in your Air Waybill number in the “Track Package” field at http://redbox.airasia.com.
- 16. How many consignments can I track?
- There is no limit to the number of consignments that can be tracked but you can only enter one (1) Air Waybill number at a time.
- 17. How long will it take for my package to arrive?
A package may take between 2 to 3 business days to be delivered.
Upon successful delivery, the recipient is required to acknowledge receipt of the package.
- 18. How can I pay for Redbox?
Online payment can be made using credit cards and direct debit via Maybank2U.
Cash and credit cards are accepted for purchases made at any of our Sales Centres/Drop Off Points.
- 19. What is the weight allowed for Redbox packages?
Redbox packages start from 5kg and can be increased up to a maximum of 25kg per box.
If your package exceeds the maximum weight of 25kg, you will need to purchase additional boxes.
- 20. Why does a Redbox have specific size and dimension? Do I need to follow it strictly?
Each Redbox size is designed to optimize cargo space and improve operational efficiency.
Please make sure that your package does not exceed the following dimensions:
Largest Non-rectangular box: 48 cm x 48 cm x 48 cm (Box Size 7)
Largest Rectangular box: 59 cm x 39 cm x 41 cm (Box Size 10)
- 21. What happens to my package if the recipient returns it or is not around to accept it?
The undelivered package(s) is kept at our distribution centre for three (3) business days. During that time, our Customer Service staff will contact you via telephone to inform you on the status of the consignment.
In the event the recipient has not collected the package within the allotted three (3) business days, the sender will be contacted on the next course of action.
- 22. What do I do if my package does not arrive?
If your package fails to arrive, please contact our Customer Service at
Tel: +603 2171 9292; or
Email: redbox_service@airasia.com
and give us the Air Waybill number.
NOTE: Goods damaged during transit are frequently the result of inadequate packaging. Please ensure that your consignment is properly packaged and padded with appropriate packing materials to minimize the risk of damage.
- 23. What are items that will not be accepted for consignment?
- Please refer to Things You Cannot Ship.
- 24. Can I get a refund if I change my mind about sending a package?
- No. All purchase(s) cannot be cancelled and payment(s) made are not refundable.
- 25. If I want to send a package over the weekend, what should I do?
- All packages are collected and delivered on business days. The service is not available on public holidays, state holidays and weekends.
- 26. Who do I contact if I have questions about Redbox?
You can call us at Tel: +603 2171 9292; or Email Redbox@airasia.com
Alternatively, you can also use the Live Chat function on the top right corner of the Redbox website at http://redbox.airasia.com
The Redbox Call Centre and the Live Chat are only available from 9.00 am – 6.00 pm, Monday to Friday.
(The Call Centre and the Live Chat are NOT available on public holidays, Federal Territory Kuala Lumpur designated holidays and the weekends.)
- 27. I need help understanding a particular page of the website. How do I get help?
- Please click the “?” icon located at the bottom of the page.
