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: - 1 to 2-Hour Express Delivery - 4-Hour On-Demand 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 with ad-hoc delivery needs or business or company with more regular delivery needs. Kindly refer to the following visual for more information on our plans. For example, our monthly and enterprise users can benefit from a 20% discount where our on-demand express delivery services start from $12, while our same day delivery services start from $8. Businesses with non-perishable products can consider our next day delivery from $3.20.

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 the dimensions and weight of parcels we can deliver:

Size/ Weight
W+L+H <100cm, below 5kg
W+L+H <120cm, below 10kg
W+L+H <150cm, below 15kg
W+L+H <180cm, below 20kg
W+L+H <300cm, below 30kg
Are you an individual with ad-hoc delivery needs? Download the Pickupp User mobile app or get an instant quote for our on-demand delivery services here. Do you have regular delivery needs? Learn more about how you can sign up for our monthly plan for same day and express delivery here. If you're interested in our next day delivery or would like be an enterprise user, simply sign up foran account with us here and we will be happy to share more with you! 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 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 occurred 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 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?

Yes, Pickupp provides ‘Cash on Delivery’ (COD) service for our monthly 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

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 monthly user plan and individual plan?

Please note that the following information is only applicable for our on-demand 2-hour express delivery and 4-hour same day delivery and 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 monthly plan is catered for businesses who spends a minimum of $300 (30 - 40 deliveries) within 30 days. Signing up for our monthly plan will entitle you to at least 20% 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 2 or 4 hours. These deliveries start from $10/order. Individuals with ad-hoc orders can learn more here!

Corporate Account Individual Account
Minimum of 30 delivery orders per month (Monthly Prepay $300) Starting from one order
100% Matching Guarantee 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
Up to SGD$200 insured if any damage of parcel NIL
Monthly Settlement (Bank Transfer) or Credit Card Credit Card
Supports Cash On Delivery Option for customers 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

1. About Pickupp

Pickupp is a technology-based logistics platform dedicated to supporting you with last mile door-to-door deliveries that will only get better! We currently delight more than 50,000 users and businesses across Asia, including companies such as Charles & Keith with our on-demand 1 to 2-hour express, 4-hour same day, next day, and 1 - 3 days courier and door-to-door delivery services. To read more: Why Our Same Day and Next Day Delivery is the Answer to Your Success

2. What is Shop On Pickupp?

Shop On Pickupp is an e-commerce and delivery platform that specialises in providing affordable islandwide deliveries. We curate unique and exclusive deals from bakeries, restaurants as well as retail and lifestyle merchants. Here at Shop On Pickupp, you can shop and schedule a specific time-slot for delivery in just a few clicks!

3. How is Shop On Pickupp different from other e-commerce 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. Expect new deals every week, all carefully selected and bundled in a way that provides the best bang for your buck. Every product/promotion we feature is exclusive to Shop On Pickupp! 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!

4. 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!

5. Can I use the Pickupp User app if I need courier services?

Yes! Aside from just shopping in Pickupp, you can request for our on-demand courier services and we will deliver anything you want, door-to-door in 4 hours! To get started, simply download the Pickupp User mobile app on IOS or Android and stay tuned!

6. 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 50,000 users on our database and more than 100,000 people through 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!

Order Related

1. Can I buy from Shop On Pickupp if I don’t have an account?

If you don't already have an existing account with Pickupp, you'll have to sign up for a free account to complete your purchase. You’re recommended to download the ‘Pickupp User’ mobile app for a better user experience!

2. I am unable to verify my account to start ordering.

You should receive a one-time password (OTP) to your registered mobile phone number to activate your account. However if you do not receive the OTP or if it does not work, please live chat us your account details (email address) and we will help to activate your account.

3. How many items can I buy?

You can only purchase as many items as you want but delivery can only be made to one address per transaction.

4. Can I cancel my order?

All purchases are final. No modifications/cancellations/refunds are allowed.

5. Can I reschedule my delivery or change my contact/address?

No rescheduling of delivery date or time or change of contact/address is allowed. Exceptions are permitted on a case-by-case basis and is subject to approval.

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

It is recommended to download our Pickupp User mobile app for the best experience. However, you may also purchase via our web portal https://shop.pickupp.io.

7. How can I order with Shop On Pickupp?

Please find out more about Shop On Pickupp here and watch this video for a step by step flow on how you can purchase with us on our mobile app here.

8. How do I know that my order has been confirmed?

Once you have placed your order in-app or online, you will receive an order confirmation email. You may also click“My Purchases" on the Pickupp User App to check your order details.

Payment Related

1. How can I make payment?

Payment is made via credit card only.

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

Once you have placed your order in-app or online, you will receive an order confirmation email. You may also click "My Purchases" on the Pickupp User App to check your order details.

3.. Can I cancel/change/refund my purchase?

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

Delivery Related

1. Can I self-collect?

Not for now, sorry!

2. Where can Pickupp deliver to?

We can deliver anywhere except the airport, army camps, prisons and offshore islands.

3. How much is my delivery fee?

The delivery fee differs from shop to shop and will be stated upon checkout or at the specific store.

4. When will my item arrive?

This differs from shop to shop and will depend on the date and time-slot that you select while placing the order.

5. Can I change my drop off address?

Unfortunately, no modifications are allowed. Please make sure you key in the correct drop off address of your order(s) before checking out.

6. What if my order is delayed?

We're sorry! Sudden surges in demand during peak season or adverse weather conditions may cause a delay in your delivery. Should there be any delay, Pickupp will contact you to reschedule the delivery date/time. No requests for refunds in the event of delays in deliveries is allowed. Exceptions are permitted on a case-by-case basis and is subject to approval.

7. I receive the wrong item. Can anybody help me?

We’re sorry! Please live chat us to request for help and we will get back to you as soon as we can.

8. 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.

9. I want to surprise my friend! How does it work?

Simply key in your friend’s address details before you start browsing the app and adding items to cart! Once you’ve selected the item to purchase, key in your friend’s contact details if you wish for the delivery agent to contact him/her upon arrival. If it is a surprise delivery, please use your contact number as the recipient’s number so that our delivery agent will contact you upon delivery.

10. What if I’m not around when my delivery arrives?

You will receive an SMS prior to the delivery so please ensure that someone is available to receive the item(s) on your behalf. A second redelivery attempt will be chargeable.

11. What if my order is delayed?

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

12. My food item was damaged upon arrival.

We’re sorry! Please send us your order number and photo via our livechat here. We will look into it and get back to you within 24 hours. In the meantime, we seek your patience and understanding.

App Related

1. 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 livechat and your account details (email address) and we’ll get back to you as soon we can!

Delivery Services

I Need Delivery Services

Please sign up for an account with us here or visit our homepage here to learn more.

Are you ready to embark on the Pickupp delivery journey?

Sign up for a Free Trial with us now!