Citylink Express tracking

What is Citylink Express?

Citylink Express, formally known as City-Link Express (M) Sdn. Bhd., is Malaysia's first locally-owned courier company, founded in 1979 and incorporated as a private limited company on November 26, 1980. The company was established by Dato' David Tan, who continues to serve as chairman today, at a time when the express delivery industry was still in its early stages across Southeast Asia. Headquartered at Wisma City-Link in Shah Alam, Selangor, it has grown over four decades into one of the largest domestic courier networks in the country, operating under the tagline "Malaysia's No.1 Courier Services Company."

The company's growth over its first few decades was largely organic, built through the steady expansion of its branch network, investment in sorting infrastructure, and the gradual addition of services beyond basic parcel delivery. A notable corporate development came in January 2015, when the company was publicly reported to be considering a listing on Bursa Malaysia's Main Market within three years, at which point annual turnover had already exceeded $100 million. The existence of a separate group holding entity, City-Link Express Group Berhad, is consistent with preparations for capital market activity, even if a formal public listing did not follow on the originally anticipated timeline.

In more recent years, Citylink Express has pursued a programme of digital modernization and environmental responsibility. In 2024, the company launched a sustainability initiative titled "Sustainable and Greener Last-Mile Delivery," entering partnerships with Weststar Maxus for electric vehicle integration into its delivery fleet Sunview Group Berhad for solar energy solutions, and Everise Stellar for eco-friendly roofing materials. The company also participated in Malaysia's inaugural National Courier Day in 2024 and the second edition in 2025, where the industry's Courier Network Sharing Framework was introduced, a collaborative programme of which Citylink Express is an active member.

• Founded: 1979, with formal incorporation as a private limited company on November 26, 1980, making it the first locally-owned courier company established in Malaysia
• Company registration: 0064844A / 198001011058
• Headquarters: Wisma City-Link, Shah Alam, Selangor, Malaysia
• Chairman: Dato' David Tan, founder of the company
• Chief Executive Officer: Ronald Tan
• Parent entity: City-Link Express Group Berhad (registration number 1058511H)
• Domestic network: Approximately 500 branches and drop-in centers across Malaysia
• International reach: More than 220 countries and territories
• Industry membership: Global Logistics Network (GLN)
• Awards: MASKargo Mega Tonners Award in 2023 and 2024, and a 4-Star Rating as Top Courier Company for the period 2023 to 2025

Citylink Express serves a broad customer base that includes individual consumers, small and medium-sized enterprises, large corporations, and e-commerce merchants. Its designation as an official logistics partner on Shopee Malaysia and Lazada has placed it at the center of Malaysia's growing e-commerce fulfillment market. The service range goes well beyond door-to-door parcel delivery, covering warehousing, third-party logistics, supply chain management, corporate mailroom management, and customs clearance, making it a full-service operator for both domestic and cross-border commerce.

Which countries does Citylink Express deliver to?

Citylink Express provides domestic coverage across all regions of Malaysia, including both Peninsular Malaysia and East Malaysia. Within Peninsular Malaysia, the company's network of approximately 500 branch offices and drop-in centers supports delivery to most locations within 1 to 3 working days. Same-day delivery is available specifically within the Klang Valley, which covers Greater Kuala Lumpur, provided that collection and delivery are both completed before 6:00 PM on the same working day.

East Malaysia, comprising the Borneo states of Sabah and Sarawak along with the federal territory of Labuan, is served through dedicated regional offices and a separate service tier. Key cities covered include Kuching in Sarawak, and Kota Kinabalu, Sandakan, Tawau, and Miri in Sabah. Transit times to these destinations are longer than those for Peninsular routes, typically falling between 5 and 7 working days, reflecting the geographic distance and the customs inspection requirements that apply when shipping between Peninsular Malaysia and the Borneo states, which operate under a different customs jurisdiction.

• Peninsular Malaysia: Full coverage of all states, including Selangor, Kuala Lumpur, Johor, Penang, Perak, Kedah, Kelantan, Terengganu, Pahang, Negeri Sembilan, Melaka, and Perlis
• East Malaysia (Sabah): Kota Kinabalu, Sandakan, Tawau, and surrounding areas, with transit times of 5 to 7 working days
• East Malaysia (Sarawak): Kuching, Miri, and other principal population centers
• Labuan: Federal territory served under the East Malaysia / Borneo service tier
• Singapore: Served through a formally registered subsidiary, City-Link Express and Logistics (S) Pte. Ltd. (UEN: 201024782K)
• Southeast Asia: Regional offices and operations in Thailand Indonesia, and Vietnam
• Greater China: Operations covering Hong Kong and mainland China
• Worldwide: More than 220 countries and territories reached through air freight, ocean freight, and Global Logistics Network partnerships

For international destinations beyond Southeast Asia, Citylink Express relies on its membership in the Global Logistics Network, a collaborative framework connecting logistics operators across multiple continents. This arrangement extends the company's reach to Europe, the Americas, Africa, and the Middle East through partner carriers that handle last-mile delivery in those countries. The Singapore subsidiary reflects the strategic priority placed on that corridor, given the high volume of cross-border trade moving between Malaysia and Singapore on a daily basis.

What are the Citylink Express services and delivery times?

Citylink Express organizes its services across domestic, East Malaysia, and international tiers, complemented by a suite of logistics and fulfillment solutions for business clients. The core domestic service provides door-to-door parcel delivery within Peninsular Malaysia, with a standard transit time of 1 to 3 working days. Prepaid packaging is available in fixed weight tiers of 2 kg and 3 kg for customers who ship regularly. For urgent shipments within Greater Kuala Lumpur, a same-day delivery option is available, provided collection and delivery are completed on the same day before 6:00 PM.

Shipments to East Malaysia, covering Sabah, Sarawak, and Labuan, are handled through a dedicated service with transit times of 5 to 7 working days. Prepaid products for this route start from 1 kg, and document envelopes are separately available for intra-Sabah and intra-Sarawak use. The service includes customs clearance support to address the inter-state requirements that arise because East Malaysia operates under a different customs authority from Peninsular Malaysia, meaning cross-regional shipments must be accompanied by appropriate documentation.

• Domestic parcel delivery (Peninsular Malaysia): Door-to-door delivery in 1 to 3 working days, with prepaid options in 2 kg and 3 kg weight tiers
• Same-day delivery: Available within the Klang Valley for shipments collected and delivered before 6:00 PM on the same day
• East Malaysia and Borneo delivery: Service to Sabah, Sarawak, and Labuan in 5 to 7 working days, with prepaid options from 1 kg and customs clearance support included
• International delivery: Door-to-door shipping to more than 220 countries, accepting parcels up to 45 kg, via air freight or ocean freight depending on destination and urgency
• Warehousing and fulfillment (3PL): Third-party logistics covering goods receiving, storage, labeling, pick-and-pack operations, and last-mile distribution, tailored for e-commerce merchants
• Supply chain management: End-to-end logistics consulting and execution for corporate and enterprise-level clients
• Corporate mailroom management: Outsourced handling of incoming and outgoing mail and parcels within a corporate environment
• Bulk and large-volume delivery: Palletized cargo and bulky item delivery for high-volume B2B shippers within Peninsular Malaysia
• City-Link Parcel Guard: Optional shipping insurance covering declared goods against loss or damage, with coverage up to $30,000 and premiums starting from $5
• Digital integration and API: Connectivity for e-commerce platforms including Shopee Malaysia, Lazada, and TikTok Shop, with automated label generation, rate queries, and tracking updates

Delivery times are measured in working days, which excludes weekends and Malaysian public holidays. Most branch outlets operate Monday through Saturday, and some locations maintain extended or Sunday hours that may allow for faster dispatch. International delivery times are not published as fixed windows, as they vary based on the destination country's customs clearance procedures, the transport mode selected, and connecting freight availability at the time of shipment.

What are the Citylink Express rates and maximum dimensions accepted?

Citylink Express calculates shipping rates based on the combination of actual weight, volumetric weight, and destination zone. The greater of the two weight figures is used to determine the applicable rate, which is standard practice across the courier industry. A rate calculator is available on the official website for senders who want to estimate costs before booking, which is particularly practical for shipments with irregular dimensions or consignments that include items of varying sizes within the same dispatch.

Prepaid products are structured around fixed weight tiers for both domestic and East Malaysia destinations. For Peninsular Malaysia, prepaid packaging is available in 2 kg and 3 kg tiers. For shipments to East Malaysia, prepaid options start from 1 kg, with document envelopes available for intra-Sabah and intra-Sarawak routes. For international door-to-door delivery, the maximum parcel weight accepted is 45 kg, with larger or heavier freight handled through dedicated freight services. Effective February 1, 2026, Citylink Express applied a 4.7% rate increase across international shipment categories, citing rising global logistics costs as the basis for the adjustment.

• Rate calculation basis: The greater of actual weight or volumetric weight, applied against the applicable destination zone rate
• Domestic prepaid options (Peninsular Malaysia): Fixed tiers at 2 kg and 3 kg
• East Malaysia prepaid options: Starting from 1 kg, with separate document envelope products for intra-Sabah and intra-Sarawak shipments
• Maximum international parcel weight: 45 kg per parcel for door-to-door service
• Shipping insurance (City-Link Parcel Guard): Optional add-on starting from $5, covering declared goods up to $30,000 in value
• International rate adjustment: A 4.7% increase applied from February 1, 2026, across all international shipment categories

The City-Link Parcel Guard insurance product is available as an optional add-on selected at the time of booking. It covers declared goods against loss or damage during transit, with maximum coverage of $30,000 on the declared shipment value. This product is most relevant for high-value goods, fragile items, or business shipments where the financial exposure from a loss or damage incident would be disproportionate to the base cost of the delivery service itself.

What are the Citylink Express delivery options?

Citylink Express operates as a door-to-door delivery service, meaning parcels are dispatched directly to the recipient's registered address as the standard mode. The company's network of approximately 500 branch offices and drop-in centers across Malaysia also functions as a drop-off and acceptance infrastructure for senders, giving customers the option to bring parcels in person rather than scheduling a courier collection. This dual function of branches as both delivery points and parcel acceptance locations adds flexibility for a wide range of customer types.

For senders who prefer not to travel to a branch, Citylink Express offers a free pickup service through which a courier collects the parcel directly from the sender's premises. The pickup careline for the Klang Valley is 1300-88-2489. This service is particularly used by e-commerce merchants and small businesses managing regular outbound shipments. The City-Link Express mobile app allows customers to schedule pickups directly from their devices and provides GPS-enabled real-time tracking of shipments in transit, along with activity recognition that reflects the current delivery stage.

• Door-to-door delivery: Standard delivery mode with parcels dispatched to the recipient's registered address
• Branch drop-off: Approximately 500 branch offices and drop-in centers across Malaysia accept parcels for dispatch
• Free pickup service: Courier collection from the sender's premises, bookable by phone or through the mobile app
• Mobile app: Provides GPS-enabled real-time shipment tracking, activity recognition, and pickup scheduling
• Proof of Delivery: Delivery confirmation documentation accessible through the official website and mobile app once a shipment has been successfully received

Proof of Delivery is available through both the website tracking platform and the mobile app, providing senders with documented confirmation that a parcel has reached its intended recipient. Options for re-delivery attempts, signature requirements, or parcel redirection in cases where a first delivery is unsuccessful are managed through the customer service team and the support portal, where a FAQ section addresses the most common delivery scenarios that arise during transit.

What should I do if my Citylink Express parcel is lost or damaged?

If a Citylink Express shipment is lost or arrives damaged, the first step is to contact the customer service team with the shipment tracking number and any relevant documentation, such as photographs of the damage or records of the declared shipment value. The main customer service phone line is 03-5565 3800, with a separate business account line at 03-5565 8399. A toll-free careline is also available at 1300-88-2489. Customer service operates Monday to Friday, between 8:30 AM and 6:30 PM.

Senders who purchased the City-Link Parcel Guard insurance add-on at the time of booking are covered for claims involving loss or damage up to $30,000 on the declared value of the shipment, with premiums starting from $5. The specific documentation required to file a claim and the steps involved in the process are detailed in the support resources available on the official website. For shipments sent without insurance, compensation is subject to the carrier's standard liability terms, which are considerably more limited in scope than the Parcel Guard coverage.

• Customer service phone (general): 03-5565 3800, operating Monday to Friday, 8:30 AM to 6:30 PM
• Customer service phone (business accounts): 03-5565 8399
• Toll-free careline: 1300-88-2489
• Online support portal: A support portal and FAQ section are available on the official website for self-service query resolution and claims guidance
• In-person support: Available at any of the approximately 500 branch offices and drop-in centers, locatable through the branch finder on the official website
• City-Link Parcel Guard: Optional insurance covering declared goods up to $30,000, with premiums from $5, available as an add-on at time of booking
• Social media channels: The company's Facebook page and Instagram account serve as supplementary channels for public queries and service communications

Citylink Express maintains active presences on Facebook and Instagram, which function as additional communication channels for customers raising service concerns or seeking updates on open cases. For situations requiring physical documentation or parcel inspection to support a claim, in-person visits to the nearest branch office are an option, and the branch locator on the official website allows customers to identify the closest location by area or postcode.

Does Citylink Express handle international shipments and customs formalities?

Citylink Express provides international shipping services to more than 220 countries, using both air freight and ocean freight as transport modes. Air freight is the default option for most international parcel deliveries and offers faster transit times, while ocean freight is available for cost-sensitive or non-time-critical shipments. The maximum weight per parcel accepted for international door-to-door delivery is 45 kg, with heavier or larger consignments handled through dedicated freight services negotiated with the international services team.

Customs clearance support is part of the international service offering. For outbound international shipments from Malaysia, the company's team manages documentation requirements and duty-related processes on behalf of the sender. For inter-regional shipments between Peninsular Malaysia and East Malaysia, which operates under a separate customs jurisdiction, dedicated Borneo regional offices provide clearance support. The company's membership in the Global Logistics Network supports coordination with partner carriers in destination countries for last-mile delivery and local customs handoff procedures.

• Transport modes (international): Air freight for faster delivery and ocean freight for cost-sensitive, non-urgent shipments
• Maximum parcel weight (international): 45 kg per parcel for door-to-door delivery
• East Malaysia customs support: Dedicated clearance assistance through Borneo regional offices for inter-regional shipments between Peninsular and Borneo states
• International customs documentation: Managed through the international services team, covering duties, prohibited item restrictions, and country-specific requirements
• Global Logistics Network membership: Facilitates last-mile partner handoffs and customs coordination in destination countries worldwide
• Rate adjustment (2026): A 4.7% increase on international shipping rates was applied from February 1, 2026, in response to rising global logistics costs

Specific details on Delivered Duty Paid options, country-specific prohibited items lists, and required customs form formats for particular destination markets are handled through the international services team on a case-by-case basis. The 4.7% rate adjustment applied in February 2026 was communicated in advance through the company's official channels and reflects broader cost pressures affecting international freight across the logistics industry. Shippers sending goods to markets with complex import regulations are advised to confirm documentation requirements directly with the international services team before dispatch.

Understanding tracking statuses

When tracking a Citylink Express shipment, the tracking platform displays a series of status updates reflecting the parcel's position and condition at each stage of its journey. Tracking is available through the official platform on the company's website and through the City-Link Express mobile app, which provides GPS-enabled real-time updates and activity recognition. Citylink Express tracking numbers follow either a 15-digit numeric format or a format using a "CL" prefix followed by a numeric sequence, depending on how and where the booking was initiated.

Citylink Express shipments are supported by a wide range of third-party tracking aggregators, including Tracking.my, among others. According to 's normalized data model, Citylink Express shipments map to 7 main statuses and 33 sub-statuses, reflecting the level of granularity available through the carrier's tracking system. The table below describes the main statuses and what each one indicates about the shipment's current stage.