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) - Same Day Delivery* (Ambient Food - below 30kg) - Next Day Delivery* (Non-perishable goods such as fashion items, household items -below 30kg) - 1-3 Days Delivery* (Non-perishable goods such as fashion items, household items - below 30kg) - Service Points (Pick and Pack, Warehouse storage and fulfilment) *Our Same Day Delivery, Next Day Delivery and 1-3 Days Delivery services requires a minimum order quantity of 10 parcels per order. Kindly note that only our 2-hour express and 4-hour delivery services is available for immediate booking on the platform. Other services will be subjected to a minimum order quantity of 10 parcels per order. 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
Same Day Delivery W+L+H <200cm Below 30kg From $3.80 No Distance Rate
Next Day / 1-3 Days Delivery W+L+H <200cm Below 30kg From $2.80 No Distance Rate
Learn more about our other services here. 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 Same Day and Next Day 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 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! Please note that our next day/1-3 days delivery services is subjected to a minimum order quantity of 10 parcels per order. For our 4-hour and same day delivery services, prescheduling is possible. 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.

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

To ensure the safety of your package, Pickupp provides triple delivery proof - e-signature, photo, and 24/7 GPS tracking. Additionally, we insure your delivery parcel for up to SGD$200 per order. You can track the exact location of your parcel by simply inputting the order number on our order tracking page here!

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 same day and next day 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 No Minimum Top Up - On Demand - $8 Personal Use
Same Day - Upon Request
Next Day - Upon Request
Lite 5% Top Up Cashback $300 On Demand - $8 Growing Business Users
Same Day - Upon Request
Next Day - Upon Request
Standard 10% Top Up Cashback $1000 On Demand - $8 Frequent Business Users
Same Day - Upon Request
Next Day - Upon Request
Enterprise Volume Discounts and Rebate - On Demand - $8 Heavy Business Users
Same Day - $3.80
Next Day - $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!

Individual

Am I able to use all the services?

Our express and 4-Hour delivery services are available to individuals. You may download the Pickupp User mobile app or get an instant quote for our on-demand delivery services here! However, our same day and next day/1-3 days delivery services require a minimum of 10 parcels per door-step collection each time. Please click here to reach out to us for further assistance.

Can I use Pickupp Service Points?

Service points are currently only available to business owners. We are in the midst of making them available to individuals as well, so you can look forward to it!

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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Motorcyclist

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Car drivers

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Van/ Lorry

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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!

Shop On Pickupp FAQ

I am a merchant and would like to explore listing my products on Shop On Pickupp. What benefits am I entitled to?

By listing your products on Shop On Pickupp, you can expect to reach more than 50,000 users on our database and more than 100,000 potential customers through our paid Facebook & Google ads. We will dedicate these ads to promote your product and ensures that your products receives siginificant promotion. Interested? Find out how you can list with Shop On Pickupp here! Not convinced? Read and learn how our partnership with Brotherbird Bakehouse helped to increased their reach across Singapore!

Can I cancel my order?

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

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

No rescheduling of delivery date/time or change of contact/address is allowed. Please ensure you key in the correct drop-off address of your order(s) before checking out. Exceptions are permitted on a case-by-case basis and is subject to approval.

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.

Can I self-collect?

Unfortunately, there is no option to self-collect your orders for now. However, rest assured as our delivery agents will ensure that you get your orders on-time! We are also working on bringing our Pickupp Service Points for self-collection closer to you - stay tuned to find out more.

Why is my order delayed?

We're sorry that your order is delayed! Sudden surges in demand during peak season or adverse weather conditions may cause a delay in your delivery. Pickupp is not liable to delays in deliveries due to unforeseen circumstances such as unexpected traffic conditions and heavy rain. 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. However, should the delays be unreasonable, refunds/reimbursements will be assessed and allowed on a case-by-case basis.

I receive the wrong item. Can anybody help me?

We're sorry! Please reach out to us via email or live chat us here and we will get back to you as soon as we can.

My parcel was damaged upon arrival.

We’re sorry for the unpleasant experience! Please send us your name, order number and photo via email or live chat us here. We will investigate and get back to you as soon as we can. In the meantime, we seek your patience and understanding.

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.

Are you ready to embark on the Pickupp delivery journey?

Sign up for a Free Trial with us now!