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FAQ (Frequently asked questions)

Delivery Services FAQ

General

What are the types of courier and delivery options Pickupp provides?

Pickupp supports both businesses with regular delivery needs and individuals with ad-hoc delivery & courier service needs with the following services: - Express Delivery (Perishable goods such as cakes and flowers - below 15kg) - 4 Hour Delivery (Perishable goods such as cakes and flowers - below 20kg) - Standard (1-3 Days) Delivery* (Non-perishable goods such as fashion items, household items -below 30kg) - International Delivery (Express Delivery, up to 200 regions) - Warehousing & Fulfilment (Storage, pick & pack) - Service Points (Self pick-up & drop-off) *Door to Door service available for Standard Deliveries but with minimum quantity. Otherwise, parcels need to be drop off at our service points. Kindly note that only our Express and Standard Day Delivery Services are available for immediate booking on the platform. Interested to test our services? Simply sign up with us here and we will be happy to share more with you!

How does Pickupp charge me?

The cost of each delivery will depend on the product you choose and whether you're an individual with ad-hoc delivery needs or business with more regular delivery needs. Do note that the exact cost of each delivery is dependant on the following factors: 1. Service Type 2. Size of Parcel and Weight 3. Distance 4. Estimated Delivery Volume Here is an estimation of our rates for your reference:
Service Type Size of Parcel Weight Limit Base Price Distance Rate
Express Delivery W+L+H <100cm Below 5kg $11 $0.60/KM
W+L+H <150cm Below 15kg $16
4-Hour W+L+H <100cm Below 5kg $10 $0.40/KM
W+L+H <120cm Below 10kg $12
W+L+H <150cm Below 15kg $15
W+L+H <180cm Below 20kg $17
Standard (1-3 Days) Delivery W+L+H <200cm Below 30kg From $2.80 No Distance Rate
Learn more about our other services here. All prices listed are subject to prevailing GST. Aside from that, please be assured that there will be no hidden/additional cost on top of what is quoted to you! However, it is important that you submit the correct weight and dimensions during order creation. Our delivery agents will cross check the weight and dimensions of your package upon collection. If the dimension of the parcel does not match with the delivery order details, our delivery agents might notify Pickupp for order cancellation. In such a scenario, a transaction fee of 50% of the delivery fee will be charged.

Can Pickupp deliver fragile items?

If you're delivering fragile or irregular sized packages, please do mark the package as “Fragile & Handle with Care" in the notes section and reinforce it on the parcel to minimise any risk of breakage. Our delivery agents will take special care to ensure that the packages are delivered without damage. In the event of any breakage, Pickupp will insure your delivery items up to SGD$200 (subject to the pricing plan you opt). The liability coverage will be based on the plan you made your last top up, click here for more details! Do note that we only provide insurance for businesses and not individual customers.

Can I send food and perishable products with Pickupp? How can I pack the food for delivery?

Yes, food and perishable products can be sent via Pickupp. Choose whether you wish to deliver in 2 hours (Express Delivery) or 4 hours (Same Day Delivery). Before the delivery, please ensure that the package is secured and properly packed for delivery. You should also indicate that your parcel is fragile and inform your agent of the parcel’s contents. However, kindly note that unless you’re a monthly or enterprise plan user, any damages incurred during the delivery will not be entitled to any insurance coverage. Refer to the best practices for food packaging here: - Minimise movement of items by filling extra space in your package with padding. - Use materials such as bubble wrap to provide protection and stabilise your food. - Seal all packaging, paper or plastic with tape For Frozen Food: - Appropriate insulation in sturdy insulated foam containers or bags is necessary. - Dry ice is recommended to keep food frozen. For Drinks/Bottles: - Wrap bottles with newspaper or wraps for extra paddings for added protection. - Label containers/packaging materials as "Fragile". For Meals: - Keep hot meals away from cold drinks and frozen desserts. - Cover sauce-based dishes with wrapping foil. For Baked Goods: - It is recommended to wrap baked goods with an airtight seal. - If possible, wrap each item individually and pack them snugly in a tin or other sturdy container

When will you pick-up my order? What is the pick-up process? Can I cancel my order?

When a request for delivery is made, the pick-up and drop-off will happen within 4 hours. For safety and proper identification of each parcel, you will need to either print and attach an invoice with a QR code or write down the order number and unique passcode (first 4 numerical digits of your order number) on your package. Our delivery agents will be required to either scan a QR code on the parcel or enter the unique order passcode upon arrival at pick-up point before they can begin the delivery process. A 50% of delivery fee will be charged if merchants cancel the delivery order after the agent has accepted the request or failed to collect the package at the pick-up location. If your order has expired without being accepted by a delivery agent, you will receive a full refund to your bank account. However, unless an order has expired, no other requests for refunds or cancellations will be entertained. [For Standard Delivery] Kindly note that a minimum order quantity of 10 parcels per order is needed to use these service types. Once you've signed up for an account and indicated your monthly volume, an account manager will onboard you on these service types.

Will Pickupp refuse acceptance of transport of packages or delivery items?

Pickupp may refuse acceptance of transport of packages or delivery items if any of the following cases applies: 1. the sender’s request does not comply with our Terms of Service; 2. the sender fails to enter a valid address and other required fields that are recognisable by the Pickupp system; 3. the package or item is not suitable for transport; 4. the transport may violate laws and regulations; or is detrimental to public order, or injurious to public morals; 5. the package or item are of the following items: 5.1 explosives or other hazardous materials or any similar packages that are likely to cause damage to other packages; 5.2 packages specifically determined by Pickupp to be unacceptable, including but not limited to combustible, inflammable, poisonous and toxic materials, livestocks, dogs, cats, little birds, guns and swords etc.

Does Pickupp provide 'Cash On Delivery' (COD) service?

Yes, Pickupp provides ‘Cash on Delivery’ (COD) service for our pricing plan users only. The service includes the collection of cash upon delivery of shipment and return of collected payment. It allows you to reduce operating costs, speed up cash conversion cycle, minimize risk of bad debts, and gain greater flexibility to retrieve payment at a low service fee.
Service Coverage
Maximum amount per delivery SGD $200
Days of return (Business Days) 15 Days
C.O.D. Surcharges(%) 2.0%
COD minimum charge SGD $1

What if Pickupp is unable to find a delivery agent for my order? Will my order request be cancelled?

Pickupp ensures that every delivery request is fulfilled and matched to a suitable agent. However, during specific block-out dates and peak periods, Pickupp will fulfil all orders on a best-effort basis. Any orders not matched with delivery agents during this period will be cancelled and you will not be charged for it.

Can Pickupp do advanced booking or keep parcel overnight for next day delivery?

Yes, we do have a warehouse to store your parcels for Standard deliveries! If you're keen to know more about our Standard delivery arrangement, sign up for a 1-on-1 logistics consultation with us here and we will be happy to share more with you! Please note that our Standard (1-3 Days) delivery services is subjected to a minimum order quantity of 10 parcels per order. Prescheduling is possible for 4-hour and Standard delivery services. However, pick-up and drop-off must happen on the same day.

Does Pickupp deliver to all areas within Singapore?

Yes! We do deliver to most areas. However, additional area surcharges apply for the following areas (applies to both pickup and dropoff): Changi Airport / Sentosa - $5 Marina Bay / CBD - $4 Tuas - $4 River Valley / Chinatown / Outram / Orchard / Town / Bugis - $3 Lim Chu Kang / Seletar - $3 Loyang / Sungei Kadut - $2 Additional $2 for affected zones during F1 week (applicable from 28 Sep to 4 Oct): Marina Bay / CBD - $6 River Valley / Chinatown / Outram / Orchard / Town / Bugis - $5 Surcharge for other areas remain unchanged.

Pickupp Service Points

What are Pickupp Service Points?

They’re our network of physical locations across Singapore where you can engage any of our available logistics services (Last mile delivery, Pick-up & Drop-off, Warehousing and Fulfilment, International Delivery) easily. Whether you’re an individual or business, we’ve a customised solution just for you.

What are the accepted parcel sizes at each service point?

- Parcel weight: Up to 3 kg - Up to 80 cm (Length + Width + Height)

What are the T&Cs of using the service point as a warehouse & fulfilment centre?

1. Includes Pick and Pack Fee for 1st 3 items 2. Includes Storage and inbound /outbound related fees 3. The maximum capacity for each pallet would be 10 SKUs 4. The maximum unit size for each pallet would be 1.7 CBM 5. The maximum items on each pallet would be 250 pcs 6. An item should not exceed 3kg 7. We do not offer insurance to senders in respect of shipments. If necessary, a sender should purchase his/her own risk insurance from third-party insurance companies

What is the full list of prohibited items?

- Bulky items including (but not limited to) dumbbells, weights, packets of rice over 5kg, unprotected glass items. Each glass item should be wrapped in bubble wrap and packed in a protective hard box. - Poisonous or toxic substances - Firearms or swords - Religious artifacts - Living plants - Living things - Furnitures - Human or animal remains - Cash, cheques, bills, stocks and other marketable securities - Credit cards or atm cards - Perishables such as vegetables, fruits, etc - Written drafts, original films, tapes and film material which cannot be reproduced - Examination certificates, passports and insurance documents which cannot be reproduced - Flammable, ignitable or volatile items such as fireworks, kerosene, gas canisters or paint thinner"

Which areas does Pickupp deliver to?

Pickupp delivers to most areas across Singapore except the following restricted areas: - Airline Road - Airport Cargo Road - Alps Avenue - Brani Terminal Avenue - Jurong Island - Khusu Island - Pulau Busing - Pulau Damar Laut - Pulau Sebarok - Pulau Sakeng - Pulau Tekong - Pulau Ubin - Rifle Range (Firing Compound) - Seletar Aerospace - St John's Island - Turf Club Avenue - West Camp Road

Will my parcel be insured?

You will be insured up to a maximum of SGD50 should there be any loss or damage to your parcel. Claims for damage to the Item(s) inside a parcel must be made within a week from the delivery date via this form, failing which Pickupp shall have no liability whatsoever.

What is the difference between Pickupp’s service points and other logistics companies with drop-off points?

Unlike other service locations by other logistics companies, at a Pickupp service point you can: 1. Store your inventory 2. Self-collect - Collect your parcels 3. Drop-off - Send your parcels (Last mile delivery or cross border services) 4. Return your parcel We’re an all in one logistics solution provider for you! Expect a friendly service staff at every Pickupp service point to answer all your parcel delivery questions. With us, you can be assured that every parcel will be delivered in safe hands!

Business

Does Pickupp have special corporate packages for businesses?

Yes! Depending on your business' needs and volume, we can tailor a package just for you. Simply reach out to us via email or live chat here with your delivery details and we will be happy to share more with you!

How does our pricing plan work?

Pickupp offers a range of pricing plans to cater to different delivery needs - top up as and when you'd like and receive an instant cashback (not applicable for pay per use)! A minimum quantity of 10 parcels per collection is needed for our Standard (1-3 Days) delivery services. Kindly contact us via live chat should you require those services.
Pricing Plan Highlights Minimum Top Up Base Price Recommended For
Pay Per Use NA No Minimum Top up Express - $10 Personal Use
Standard (1-3 Days) - Upon Request
Rookie NA $100 Express - $10 Ad Hoc Users
Standard (1-3 Days) - Upon Request
Lite 5% Top Up Cashback $300 Express - $10 Growing Business Users
Standard (1-3 Days) - Upon Request
Standard 10% Top Up Cashback $1000 Express - $10 Frequent Business Users
Standard (1-3 Days) - Upon Request
Enterprise Volume Discounts and Rebate - Express - $10 Heavy Business Users
Standard (1-3 Days) - $2.80
Terms and Conditions - Credits purchased are non-refundable. - Delivery credits will have no expiry date. However, cashback credits will expire within 30 days. - Requests for refunds will only be considered in special cases. Any refunds, if approved, will be nett of any rebates received and subjected to a 10% service fee. - Kindly note that enterprise plan users on a postpaid plan will not be eligible to the rebate from our prepaid plan.

Am I able to use all the services?

Yes, our delivery services are available for all businesses. Simply sign up for an account with us here and we will be happy to share more with you!

What are the e-commerce platforms that are integrated with Pickupp?

Pickupp is currently integrated with Shopline, Shopify and Woocommerce.

Individual

What services can I use?

Our Express (2-Hour), 4-Hour and 1-3 Days Delivery Services are available to individuals. For single parcel next day delivery, please self-drop off your items at any of Pickupp Service Points. If you would like to arrange for a bulk collection from your doorstep (MOQ: 10 parcels per collection) for next day delivery, kindly contact us here.

Can I use Pickupp Service Points?

Yes! Simply create a next day delivery order and find out more here.

Delivery Agent FAQ

How can I become a delivery agent?

We welcome all Singaporean citizens or permanent residents who are 17 years old and above to deliver with Pickupp! To get started, please sign up for our free training session on our website here and attend either our physical or online training session to activate your account.

How long is the training?

It takes less than 1 hour to join us. You can attend either a physical or online training session to learn how to navigate the Pickupp Hero app. Simply follow the instructions for each training sessions and get activated to start earning.

Do I have to prepare anything before the training?

 

Identity document

Proof of address

Driver Licence

Vehicle Registration

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Do I need to pay a fee to join Pickupp?

No, you do not need to pay any fee to join Pickupp. However, there will be a commission fee for each delivery order. Pickupp have a new joiner incentive where you can get $15 when you complete 10 orders within 7 days! Sign up for our physical training session here and get a free $10 bonus as well as a welcome package.

I have a full time job. Can I work part-time?

Absolutely. It's flexible and you can decide on how many orders you want to take everyday. Be your own boss! On a busy day, just don't take any.

Can I deliver for Pickupp if I don't have a car or van?

Yes, you can! You may walk, ride a bike or drive to deliver with us! We're that flexible. Should you wish to rent a vehicle, do check out our partnerships with vehicle rental companies here for exclusive discounts!

How many orders can I take at a time?

As a first-time delivery agent, you can take up to 6 orders at a time. As you deliver more orders for Pickupp, you will be upgraded to different Hero tiers and be able to take more orders at a time! You can also unlock more benefits, rewards, and incentives. Check out the Pickupp Hero tier system here.

When will I be paid?

Your delivery earnings will be credited on a weekly basis. Payment will be confirmed every Tuesdays and you will receive your cash-outs by Friday every week! However, payment will be delayed if you fail to upload any outstanding Delivery Notes Check out this page here for a detailed information about delivery agents payment timeline.

What kind of bonuses and incentives does Pickupp have?

Pickupp delivery agents can enjoy exclusive discounts and benefits ranging from vehicle rental, insurance, mobile plan, F&B discounts and more! Additionally, during peak sales season like Christmas or Valentine's Day, you can expect to earn much more on our platform. Find out how you can earn more with Pickupp here. Subscribe to our Pickupp Delivery Agents Telegram for the latest updates too!

Are you ready to embark on the Pickupp delivery journey?

Sign up for a Free Trial with us now!

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