Frequently asked questions
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?
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!
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?
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.
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.
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.
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!