Frequently Asked Questions

“Superb customer support!”

Getting Started

Exaira Shippin’ is a freight forwarder that serves the Malaysian customers in getting the U.S. products and merchandises by providing the shopping, shipping & freight services. Our mission is to become one of the best and most reliable freight forwarders to supply the U.S. products to Malaysia. 

There are several ways for Malaysians to purchase the U.S. products through our services such as:

  1. Shop On Your Own
  2. Shop On Your Behalf (Shop4Me)
  3. Exaira Live Shopping Experience (ELIPSE)

To use our shipping services, these ways require an account registration. After you have successfully registered, use the tools provided in your account to assist your purchases at the U.S. stores and ship them to Malaysia via air freight or sea freight shipping options.

There are plenty of opportunities to save when you shop online in the U.S. Here, we’ve compiled our favorite ways to shop smart:

  • When you are shopping at an online store website, always select your Location as United States.
  • Always select US$ currency to view items’ prices.
  • Make sure that what you are shopping for is not a prohibited item for international shipping.
  • If you are buying using your own credit card, always ship to our tax-free U.S. address, or to our alternative U.S. address.
  • Use online discount coupons to enjoy more savings.
  • Consider to make purchases from many online stores and combine them for shipment.
  • Be aware of the Customs duty tax in which to avoid it, the minimum total shipment’s value to Malaysia has to be below than RM500.

Many stores in the U.S. readily to accept payments by credit cards with a non-U.S. billing address BUT

  • do not ship overseas
  • ship overseas, yet charging high international shipping costs/inflated exchange rates

Worry not, we provide the solutions to these issues. Simply:

  1. Sign up for Exaira account and get our tax-free U.S. mailing address.
  2. When making purchases, use your own credit card during checkout.
  3. Get the store to ship your purchases to our U.S. address.
  4. Submit a Shipping Ticket once you have made the online purchases.
  5. Once the items have arrived at the facility, we will ship them to Malaysia.

Some of the U.S. online stores only accept payments using credit cards with a U.S. billing address. Or perhaps you would like to purchase items from the outlet stores that offer more discounts.

If you have trouble ordering from these online stores or wanted several discounted outlet items, we are happy to assist you to shop on your behalf through Shop4You.

  1. Sign up a free Exaira Shippin’ account here.
  2. Tell us what you want to buy by filling in the Shopping Request form.
  3. We will purchase the items for you.
  4. Your items will be shipped to Malaysia.

Account Navigation

After successfully created an account, you will be directed to a login page and then to your personalized account page.

The first page of your account that would appear when signed in is your “Dashboard”. All of our services are available on this page:

  • My Packages
  • U.S. Shipping Address
  • Shipment Ticket
  • Shop4Me Request
  • ELIPSE Request
  • Track Packages
  • My Profile
  • Ayra Club Points

Go to ‘My Profile’: Address Book
Update your billing and shipping addresses. The addresses that you provide here will be used on the checkout page by default.

Go to ‘My Profile’: Account Settings
Update your personal information such as First and Last Name, Display Name, and Email Address. You can also change and update your password here at any time.

To locate the U.S. mailing address, you have to login to your Exaira Shippin’ account. It will be displayed in the ‘U.S. Shipping Address‘ section.

You may use the addresses when making online purchases. However, please submit to us a Shipment Ticket whenever you have made a purchase.

To add, edit and change your billing and shipping addresses, go to My Profile from the dashboard page, and then Address Book.

The addresses that you provide here will be used on the checkout page by default.

On your account page, go to My Packages. This section contains current information about your shipment. 

Items and orders that require payment and action from your part will also be displayed here.

  • Action Required 
  • Ready to Ship

Similar to a flight ticket, your items or packages should have a shipment ticket. When you have made a purchase at a U.S. online store, submit a ticket to us and we will begin processing your incoming shipment to the facility right away.

The Shop4Me Request form is a convenient tool for our dear Malaysian customers to buy items from the U.S. Exaira Team will assist your shopping requests by submitting the form to us at any time.

We will do a quick survey from major stores in the U.S. of your requests such as item’s price, availability, and variants such as sizes, colors and many more, based on your preferences.

The ELIPSE Request form is a convenient tool for personal shopping session at preferred U.S. retail outlet stores via video call or live chatting.

Upon ELIPSE request, you will need to pay deposit of RM150, also confirming your session date and time. Please refer to our Pricing page for more details.

Your Ayra Points balance will be accessible 24/7 through your personal Exaira Account.

For every purchase you made through Exaira Shippin’ account, you will earn reward points for each RM1 spent.

Collected points will be eligible to be redeemed for discounts on shipping fee, purchases or even free giveaways!

Shopping & Shipping Services

Our services are available whenever you’d like to purchase the U.S. products or merchandises, either on your own or we purchase on your behalf and they require shipping assistance due to the following:

  • The international shipping cost from the U.S. stores to Malaysia is too expensive
  • The conversion rate of the U.S. stores is too high even though they can ship to Malaysia
  • The U.S. stores only accept payments by credit cards with a non-U.S. billing address but they do not ship to Malaysia

Basically, you are able to shop your favorite U.S. brands and we will take care of your shipment to Malaysia.

Shop On Your Own is great for those who would like to shop on their own at any online stores in the U.S., and also want to save on international shipping cost.

We provide the shipping services with an affordable shipping rate to ship your favorite U.S. products to Malaysia, either via air freight or sea freight shipping.

Yes, you can. If you noticed, the items that are purchased from Amazon have higher conversion rate, which may result higher values in Malaysian Ringgit currency. This can be even more frustrating if the items are not eligible for shipping to Malaysia. 

Due to those reasons, Exaira Shippin’ is able to provide you the assistance in buying items from Amazon on your behalf. Use our Shipping Calculator, to get an estimation on your purchase values in Malaysian Ringgit.  

Due to some items that might be subjected to Amazon Seller’s international shipping policy, please kindly check the international shipping eligibility before contacting us. We will assist you to get your desired items to your doorsteps at the most convenient way!

Yes. However, you must follow some easy steps:

  1. Complete our online registration and get the tax-free U.S. mailing address. You may begin shopping right away.
  2. When making purchases, use your own credit card during checkout.
  3. Get the store to ship your purchases to our U.S. mailing address.
  4. Submit a Shipping Ticket once you have made the online purchases.
  5. We will ship your purchased items to Malaysia.

Shop On Your Behalf or Shop4Me serves to fulfill personal shopping requests from stores in the U.S. and ship the purchased items to Malaysia. If you have trouble ordering from the U.S. online stores, we are delighted to assist you to shop on your behalf. 

Exaira Live Shopping Experience or ELIPSE for short is a new initiative that offers Malaysian customers and people all around the world to shop virtually in the U.S. live from the brick-and-mortar stores. 

Many great deals and discounts are only available at outlet stores in the U.S., especially during holiday seasons. The shopping experience is at own comfort home, thousands of miles away from the U.S.

An upcoming ELIPSE session will be announced via social media profiles (Facebook, Instagram and Email Newsletter). A live session will be streamed online either via Facebook or Instagram at the retail outlet stores, that is available to the public to view. Audiences may respond to the streaming video at any time whenever they would like to purchase items from the stores. Prices quoted during ELIPSE session will be inclusive of sales tax and shipping costs to Malaysia.

Those who need a personal shopping session at preferred retail outlet stores will have to submit a request in advance. The ELIPSE Request form can be found in the Exaira Shippin’ /account. A deposit of RM150 is required, also the preferred ELIPSE session date and time for confirmation. 

ELIPSE will be conducted mainly at Iowa’s major outlet stores. 

  • Outlets Williamsburg, Iowa 
  • Outlets of Des Moines, Iowa

Occasionally, ELIPSE will be operated at Minnesota’s outlet stores and mall.

  • Twin Cities Premium Outlets, Eagan, Minnesota
  • Albertville Premium Outlets, Albertville, Minnesota
  • Mall of America, Bloomington, Minnesota 

Like and follow Exaira Facebook page and Instagram profile to get updates on incoming ELIPSE session and location. 

A deposit indicates confirmation to buy items that are mentioned during an ELIPSE session. For requested ELIPSE, a deposit means to confirm and reserve a personal ELIPSE session.

The remaining amount has to be paid within 5 days after the live session.

You may also pay the full amount. We will send you an invoice for full payment or the remainder after the live session has ended.

Shipping Orders & Quotations

Simply visit our Get A Quote page to get the exact quotation for your shipment. We will personally contact you for further assistance within 1 business day. Please include complete contact details in the form.

To send a shipping request for your packages, you need to send a Shipment Ticket containing information of your items that need to be shipped.

On your account page, click on “Shipment Ticket”. Fill in all the required information about your packages. Once completed, hit the “Submit” button.

Exaira Team will contact you within 1 business day with invoice/estimated price and shipping cost of your submitted Shipment Ticket.

To get shopping assistance, you need to send a shopping request to us and we will take care of your wishes.

On your account dashboard page, click on Shop4Me Request Form.

Fill in all the required information about your shopping wishlist. Once completed, hit the “Submit” button.

Exaira Team will contact you within 1 business day with invoice / estimated price and shipping cost based on your submitted Shopping Request information.

On your account dashboard page, click on the ELIPSE Request Form.

Fill in all the required information and ELIPSE session preferences. Once completed, hit the “Submit” button. A deposit RM150 payment must be paid for this reservation.

Exaira Team will contact you within 1 business day to confirm your personal ELIPSE reservation date, location and time.

On your account dashboard page, go to Track My Package. All of your past orders, tracking number and invoices will be listed there.

When you have placed an order but realized you wanted to make some amendments to your order details, please send your order amendment request and your order reference number via email to support@exaira.com within 12 hours after placing an order.

The order reference number can be found in your email, or you can track the number from Track My Package section.

Order amendments made after 12 hours of order confirmation cannot be changed as the item is probably already on its way to Malaysia!  

When you have placed an order but realized that you have made a mistake, please send your order cancellation request and your order reference number via email to support@exaira.com within 12 hours after placing an order.

The order reference number can be found in your email, or you can track the number from Track My Package section.

The order cancellation that is made after 12 hours of order confirmation cannot be changed as the item is probably already on its way to Malaysia!  

The order cancellations are accepted before the payment is made, only for the following:

  • Full cancellation of all items in an order
  • Partial cancellation of items in an order
  • Exchange of an item with another item
  • Items are out of stock

If you cancel your order after making payment and before the order has been shipped to Malaysia, a refund to your bank account will be issued with a cancellation fee of 5% from the total amount paid. The amount of refund will depend on the cancellation request.  

If you cancel your order after it has been shipped to Malaysia, we will not be able to refund your purchases. 

Pricing, Rates & Fees

The basic cost to ship a package via Economy Shipping is at $19.90 for the first 1 lb, plus additional $3.50 for each subsequent 1 lb.  Whereas, shipment via Standard Shipping will cost $25.90 for the first 1 lb, plus additional $3.50 for each subsequent 1 lb.

In addition,  to ship a package via Super Saver Shipping would cost you $14.90 for the first 1 cft, plus additional $12.00 for each subsequent 1 cft.

For purchases made through Shop4Me service, the cost will be $4 + 6.5% of item’s purchase cost. If the items need special handling or falls in the Restricted or Limited Import list, would require additional fees.

Check out the Pricing page to view the pricing list and Shipping Calculator to explore the shipping rates.

Shipping costs are simply calculated based on the actual shipping weight (or actual shipping volume for sea freight) using a flat rate fee for the first 1 pound (or first 1 cubic feet), with an additional fee for every 1 lb (1 cft) increment up to a maximum weight of 50 lbs (air freight only). There will be no weight or volume limit in total for sea freight shipping.

For example, if the total actual weight of your shipment is 3 lbs, you will pay for the first 1 lb (base charge) plus the subsequent charge for 1 lb each. Mathematically, if you choose Economy shipping plan, it would be:

US$ 19.90 + US$ 3.50 + US$ 3.50 = US$ 26.90

Visit our Pricing page for more information or use our Shipping Calculator to estimate your shipping costs. 

Our Shipping Calculators are very convenient for you to get an instant estimated price of items, inclusive of shipping cost that you wish to buy from the U.S. via air freight or sea freight shipping.

To use our Shipping Calculators, click the calculator icon on the header bar. Once you’re already on the Shipping Calculators page, simply fill in all the required details and shipping preferences. The calculator will automatically display the estimated costs. Please note that the displayed shipping costs are just an estimation, not the exact shipping cost.

This fee is specifically for those who want us to purchase items on your behalf (Shop4Me and ELIPSE).

The $4 is a fixed fee applies to every shopping request. Its purpose is to cover the related shopping process.

Meanwhile, 6.5% is calculated based on the items’ purchase cost. This is the commission rate for Exaira to purchase items from major U.S. stores on your behalf. The calculation will be inclusive of the item’s price, sales taxes, delivery charges, and other related shopping charges.

We offer many amenities or helpful features based on your shopping and shipping requests and needs. For example shipping insurance, fragile stickers, additional packing materials, photo request, package storage, shopping request service, and many more. Check out our Pricing page to explore more about the shipping rates and other services offered.

Yes, the shipping fees quoted will not cover customs duty and taxes costs of the imported items. We will notify you of the taxable amount upon its arrival in Malaysia.

This payment must be made within 7 business days to avoid delays in domestic delivery. Your packages will not be delivered to you until this payment has been made.

For your own convenience, Exaira will go through the customs clearance procedures on your behalf, at no extra charge.

Payment Information

At this moment, we only accept these payment methods in RM:

  • InterBank or Wire Transfer (Maybank or CIMB Bank)
  • Paypal
  • Credit or Debit Cards via Paypal

The payment information can be found during checkout. 

You will be receiving an email notification from Exaira for all shipping invoices and payment dues. 

The shipping invoices and details will be available in your personal Exaira account within 1 business day of your shopping/shipping requests confirmation.

Go to My Packages section and complete the payment process according to the simple on-screen instructions.

Send proof of payment to Exaira (support@exaira.com) to complete the payment process.

All of our shipping and shopping services pricing are displayed in US Dollar (US$). For payment, we will convert the final amount to Malaysian Ringgit (RM) for your convenience.

Please let us know if you want to pay in another currency.

Yes. With the new Ayra Points system, you can make a payment whenever your Ayra Points balances are sufficient.

Shipping & Delivery Processes

These are two the shipping plans that are available for you, which are:

  • Economy shipping (8-14  business days)
  • Standard shipping (5-7 business days)
  • Super Saver shipping (10-12 weeks)

Visit the Pricing page for more information.

After you have successfully completed an order payment, we will start processing your shipment request, including quality check and shipment packaging, which takes within 1-2 business days. Once your order is verified, you can expect your packages to arrive in Malaysia within

  • 8-14 business days (Economy Shipping)
  • 5-7 business days (Standard Shipping)
  • 10-12 weeks (Super Saver Shipping)

Exaira Shippin’ will notify your order tracking number via email. Alternatively, go to your account “Dashboard” and then “Order History and Tracking” tab. Choose the order number to retrieve the shipment tracking information.

Limited, Prohibited & Restricted Imports

Limited import items refer to any products that require a specific license and/or permit requirement from Malaysia government agencies to import. These items have a limit in shipping quantity and may require special documentation or have additional fees associated with them. The items include cosmetics, motorcycle parts, electronic (smartphones, tablets, laptops), 

Prohibited import items are not allowed for import in Malaysia or for export from the US. These includes items that are dangerous, hazardous and export-controlled goods. Visit the Shipping Prohibited & Restricted Items page for more info.

Restricted items are due to air transport restrictions. The IATA (International Air Transport Association) regulations prohibit items that may cause danger, damage or delay from international shipping. These items require special handling and will have additional fees associated with international shipping. Visit the Shipping Prohibited & Restricted Items page for more info.

Yes, you may! However, lithium batteries are subject to additional regulations, due to the potential danger of fire. These regulations vary by country and courier, and couriers will not ship batteries to certain countries.

Restricted items are due to air transport restrictions. The IATA (International Air Transport Association) regulations prohibit items that may cause danger, damage or delay from international shipping. These items require special handling and will have additional fees associated with international shipping.

The Ayra Club Membership

The Ayra Club is an exciting rewards program where you earn points that you can redeem for exclusive perks when you make purchases and paying shopping fees through Exaira.com.

You will have automatically become a member of The Ayra Club upon sign up an account at Exaira.com.

The membership is free and will instantly receive 400 Ayra Points after registration.

Please be sure to sign in whenever you make a purchase in order to receive your points. We can’t offer points for purchases made if you check out as a guest.

The Ayra Club is currently only available to residents of Malaysia age fourteen (14) and older. Employees, officers, directors, agents, and representatives of Exaira are eligible to join but may be excluded from certain promotions.

To demonstrate how much we cherish our loyal customers, you can gain rewards in more ways than purchasing your favorite products.

All members of The Ayra Club entitled to receive Ayra Points, which are the earning rewards. The Ayra Points are to be earned on eligible product purchases from Exaira.com. For every net RM1 spent, members will earn 100 Ayra Points. For every Ayra Points earned, members’ points will eligible to get unique discounts codes. 

When making purchases online in Exaira.com, Members must sign into their Membership prior to making the purchase. Note, all online purchases made when using the Ayra Club member account are available to be viewed on the “Order History” section. 

Also, Ayra Points can be earned towards a discount offer coupon codes:

  • Discount Coupon redeemable for savings on purchases 
  • Earn more coupons from referral links 
  • Special Birthday Surprise 
  • Special Members-only discounts and rewards 
  • Possible store contests
  • Members-only sale events

Ayra Points are the earning points for The Ayra Club members. The Ayra Points are to be earned on eligible product purchases from Exaira. For every net RM1 spent, members will earn 100 Ayra Points. For every Ayra Points earned, members’ points will eligible to get unique discounts codes. 

There are many additional ways to earn Ayra Points upon sign up The Ayra Club account. To demonstrate how much we cherish our loyal customers, you can gain rewards in more ways than purchasing your favorite products.

  • Like on Facebook
  • Share on Facebook
  • Follow on Instagram Share on Twitter
  • Celebrate a Birthday

Your Ayra Points balance will be accessible 24/7 through your personal Exaira Account.

Exchanging your points for great rewards couldn’t be easier! Simply go to the ‘All Rewards’ tab to view all of our great reward options and choose one of them to redeem your reward.

Because we automatically deduct Ayra Points to issue you discount coupon codes, your Ayra Points balances may have a negative point. Don’t worry, you may still be eligible to earn more points toward epic rewards, and you’ll earn more points to get a positive balance soon!

Yes. All Ayra Club Members will be manually added their Ayra Points within 15 days by the system after an order has been processed. You may receive notification via your registered email of the additional points added to your account. You also may check the points balance via your account at Exaira.com at “My Points Activity” section.

Ayra Points usually being updated within 48 hours of your purchase, but can take several days. For online purchases via Exaira.com, points do not post until the order is shipped and your payment type is charged. If you are concerned about missing points in your account, please reach The Ayra Club customer service at support@exaira.com and have your receipt available.

No. Your Ayra Club Membership is non-transferable and is unique to you. You cannot transfer (or sell) points. Any Memberships suspected of this may lead to forfeiture of acquired points and a possible suspension or termination of the account(s).

The Ayra Club Referral Program is an opportunity for all Ayra Club members to gain extra rewards for their next purchases. Refer your friends to sign up The Ayra Club using a unique referral link provided. Your referral link gives immediate access to your friends an RM15 off discount coupon. A cashback RM15 off discount becomes available in your account when your referrals make a purchase. You may track the referral link’s status in your account for the number of clicks and purchases reached. Actively share your referral links to use the collected rewards for your purchase(s).