Pickupp

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FAQ (Frequently asked questions)

FAQ

Frequently asked questions

Merchant FAQ

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: - 4-Hour On-Demand Express and Same Day Courier Service - Next Day Delivery - 1 -3 Days Delivery 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 or corporate account user. Our 4-hour on-demand and same day courier service starts from SGD$7.50 per delivery, next-day delivery from SGD$3.50 and 1 - 3 days delivery from SGD$3.20 for corporate account users.

Cost of Pickupp's Delivery Services

Do note that the exact cost of each delivery is dependant on 3 factors: 1. Weight 2. Distance 3. Parcel Dimensions 4. Estimated Delivery Volume Here is a reference to our 4-hour on-demand rates for individual users:

Size/ Weight Price (SGD$)
W+L+H <120cm, below 5kg from $10
W+L+H <120cm, below 10kg from $13
W+L+H <150cm, below 15kg from $16
W+L+H <150cm, below 20kg from $25
You can make payment via bank transfer, or by simply saving your credit card in our system. This will allow you to place orders whenever you want to. If you're an individual with ad-hoc delivery needs, get an instant quote for our 4-hour delivery services here. Please be assured that there is no hidden/additional cost on top of what is quoted! 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. Do you have regular delivery needs? Simply sign up for a 1-on-1 logistics consultation with us here and we will be happy to share more with you!

I am an F&B business. How should I pack my items for safe delivery?

You are encouraged to: - 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 padding 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: You are 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

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

Pickupp provides ‘Cash on Delivery’ (COD) service. 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

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, we will dispatch the order to the closest delivery agent at the requested time. 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 to your package an individual 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 are then 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. Should there be an occasion when your order has expired without being accepted by a delivery agent, you will receive a full refund to your bank account. However, kindly note that unless an order has expired, no other requests for refunds will be entertained.

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.

What is the difference between Pickupp's corporate plan and individual plan?

Please note that the following information is only applicable for our 4-hour on-demand and same day courier service. For our next day and 1 - 3 days deliveries, please sign up for an account with us here and we'll be in touch! Pickupp's corporate plan is catered for businesses who require at least 30 - 40 deliveries per month. Signing up for our corporate plan will entitle you to at least 15% off each delivery order. Our individual plan supports both businesses or individuals with ad-hoc delivery needs. For example, if an urgent delivery is needed, you can simply create an order and your package will be couriered in 4 hours. These deliveries start from $10/order. Individuals with ad-hoc orders can learn more here!

 

Corporate Account

Minimum of 30 delivery orders per month (Monthly Prepay $300)

Individual Account

Starting from one order

Matching Guarantee

YES. 100% of your deliveries are guaranteed

While we have a 90% guarantee rate and will do our best to meet every order, there are may be certain occasions where we may not be able to fulfill it.

Schedule Order

YES. May pre-schedule orders ahead of time

Nil

Package Damage Guarantee

YES. up to SGD$200 insured

Nil

Fail to Deliver

Pickupp will reach out to assist re-delivery

Packages will be returned to Pickupp

Payment Method

Monthly Settlement (Bank Transfer) or Credit Card

Credit Card

Cash On Delivery (COD)

YES. cash collection on behalf of merchants upon delivery.

Nil

Sign up for our technology-enabled delivery services here and receive up to $20 free delivery credits for your business today!

How can I start using Pickupp's same day delivery services easily?

If you're an individual with ad-hoc delivery needs, we suggest that you download the Pickupp User mobile app to get a quote here. You could also find out more here. For businesses and users with regular delivery needs, learn more about how you can self-create orders on our technology-enabled dashboard here.

Do we handle fragile items and irregular sized packages?

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 also insures your delivery items up to SGD$200.

How safe is my package? Can i track my package?

Pickupp ensures our delivery agents are your trusted delivery partners. Apart from the delivery trainings we provide, all delivery agents are required to pass stringent background checks and provide identity documents. Pickupp also insures your delivery parcel for up to SGD$200 per order. Merchants and recipients can now track the exact location of the Pickupp agent delivering their parcel by inputting the order number on our order tracking page here!

Are there any limitations with weight and dimension of the packages?

All packages should fit into the size of a box in the dimensions of W+H+L <= 150cm. Packages that exceed the weight limit of 15 kg may not be handled or delivered. Please let us know if you require special assistance with oversized or overweight deliveries, we will be glad to assist further.

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

Yes, we do have a warehouse to store your parcels for next day deliveries! If you're keen to know more about our next day delivery arrangement, sign up for a 1-on-1 logistics consultation with us here and we will be happy to share more with you! For our 4-hour and same day delivery services, prescheduling is possible. However, pickup and drop off must happen on the same day.

How is Pickupp different from other delivery companies?

Pickupp prides itself on being a technology-enabled logistics provider that optimises your deliveries to help you grow your business and bring down your delivery cost. We deliver anything, anytime you want, at a fraction of the cost. With a supply network of more than 10,000+ delivery agents, we are able to deliver islandwide and share idle manpower to help you achieve logistics cost savings. Our core features include the ability to track your parcel 24/7, API Integration, etc. Learn more about these features and how it can help your business here! Learn where Pickupp stands against our competitors here.

Delivery Agent FAQ

How can I become a delivery agent?

We welcome all Singaporean residents who are 16 years old and above and are interested to earn extra income by delivering for Pickupp! To get started, please sign up for our free training session on our website here and attend our online training session to activate your account.

I did not receive any email after signing up for an online training session. What should I do?

We're sorry that you did not receive an email! However, to be activated as a delivery agent with Pickupp, simply follow the steps detailed in this article here.

How long is the training?

Approximately 1 hour or less, we will verify your identity and teach you how to use our mobile app during the training! You account will be activated after training and you can start earning and accepting orders immediately after.

Do I have to prepare anything before the training?

 

Identity document

Proof of address

Driver Licence

Vehicle Registration

Walker

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Biker

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Scooter

✔︎

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Van/ Trucks

✔︎

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Do I need to pay a fee to join Pickupp?

No. Joining Pickupp is completely free of charge. Pickupp will only collect a commission after you have completed your delivery orders.

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.

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. Upon delivering more orders for Pickupp, you will be upgraded and be able to take more orders at a time!

When will I be paid?

Payments are made on a weekly basis, every Friday! However, payment will be delayed if you 1) Have an outstanding Cash on Delivery balance, 2) Fail to upload Proof of Cash transfer, 3) Fail to upload any Signed Delivery Note

What kind of bonuses and incentives does Pickupp have?

During the peak sales season, for example, during Christmas or Valentine's Day, when more supply is needed, you can expect to earn much more on our platform. We also offer additional bonuses and incentives when delivery agents achieve and complete a certain no. of trips.

Shop On Pickupp FAQ

What is Shop On Pickupp?

We are strong believers of the fact that how you receive your product is as important as the product itself. This is why we started #ShopOnPickupp, where we will tap on our ecosystem of businesses and expertise in delivery services to provide customers with unique products and promotions that come with a wonderful delivery experience. Find out more here!

How is Shop On Pickupp different from other eCommerce platforms?

Unlike other e-Commerce and food delivery platforms, Shop On Pickupp provides islandwide delivery for exclusive product bundles at very affordable prices, sometimes even free. A new product is launched every 2-3 weeks and each product is carefully selected and bundled in a way that provides the best bang for your buck. Every product/promotion we feature is exclusive to #ShopOnPickupp! Furthermore, while other platforms do not give you the flexibility of choice, here at Pickupp, you can schedule and arrange for an exact delivery date and time. Time a gift for someone with us!

I am not interested in this product. Can I be updated on all future deals on Shop On Pickupp?

Yes! Simply subscribe to our Telegram channel here!

I am a merchant and want explore listing my product with Shop On Pickupp. How can I benefit from listing my product on the Shop On Pickupp platform?

While we're not a marketplace, every brand and product that gets featured on our platform receives significant promotion. By listing with us, you can expect to reach more than 20,000 users on our database and more than 100,000 people through our paid Facebook and Google ads that will be dedicated to promoting your product. Find out more here! Read and learn how our partnership with Brotherbird Bakehouse helped to increase their reach across Singapore here!

Can I order with Shop On Pickupp if I don’t have an account?

You’ll need to have an existing Pickupp account with a verified e-mail address and download the ‘Pickupp User’ mobile app in order to use #ShopOnPickupp.

When will my item arrive?

This will depend on the time slot that you have selected on our platform. Please be contactable or present during the delivery. You can track your purchase and delivery on our mobile app.

I am unable to verify my account to start ordering.

Please live chatus your account details (email address) and we will help to activate your account.

What if I’m not around when my item arrives?

It is best if someone is available to receive the item on your behalf. Every redelivery attempt will be chargeable. You will receive an SMS prior to the delivery with your delivery agent’s contact. If you’re not at home and would prefer to leave your purchase at your doorstep, you could contact your delivery agent and inform him/her directly. To ensure a smooth delivery process, please ensure that the recipient of the delivery is contactable. If it is a surprise delivery, please use your contact number as the recipient’s number so that our delivery agent can contact your number upon delivery should he have any questions. By default however, as we currently practice contactless and safe delivery, our delivery agents will leave your purchase at your door. You will also receive an SMS once the delivery of your order has been completed.

Must I download the Pickupp User mobile app to purchase a product via Shop On Pickupp?

No, with our web platform, downloading the app is not necessary. Simply visit https://shop.pickupp.io/.

I receive the wrong item. Can anybody help me?

We're really sorry to hear that! Please live chat us the following information so that we can help to rectify this issue: 1. Order Number 2. Incorrect item received 3. The correct item ordered We will look into it and get back to you as soon as we can. In the meantime, we seek your patience and understanding.

Can I reschedule or cancel my order?

All purchases are final and no modifications, cancellations, refunds or rescheduling are allowed.

How can I make payment?

Payment is made via credit card only. Other forms of payment such as bank transfer is not allowed.

How do I know if payment and my order is successful?

You’ll receive a receipt from Pickupp and order confirmation via email. You can also proceed to track your order under “My Purchase” in the “Orders” tab on our mobile app.

What if my order is delayed?

Pickupp is not liable to delays in deliveries due to unforeseen circumstances such as traffic jam and heavy rain. However, should the delays be unreasonable, refunds/reimbursements will be assessed and allowed on a case by case basis.

My parcel was damaged upon arrival.

We’re sorry! Please live chat us your order number, we will look into it and get back to you as soon as we can. In the meantime, we seek your patience and understanding.

My app is buggy and I cannot make any orders.

Firstly, try to log out and then log in again to the app (this could really fix your issues sometimes!). If this doesn’t work, try uninstalling and reinstalling the app, or check your Google Playstore or App Store whether you have the latest version of the app. If this still doesn’t work, we’re terribly sorry! Please send us a screenshot of the issue you’re facing via live chat and your account details (email address) and we’ll get back to you as soon we can!

How can I use the Shilin-specific $3 promo code for my first purchase?

You can redeem it on the Pickupp User mobile app or the Shop On Pickupp e-commerce platform https://shop.pickupp.io upon check out of your purchase. This promo code is limited to the first 3000 users only. Promocode: SLYS3OFFPICKUPP

Are you ready to embark on the Pickupp delivery journey?

Sign up for a free trial with us now!