What If The Status Of The Parcel Shows That It Is 'undelivered',
Will There Be Another Delivery?
If the parcel is undelivered, our delivery agents will make another attempt
within the next 3 working days.
What if my
parcel is lost?
All our delivery assignments are tracked via GPS. In the unfortunate event that
the parcel cannot be retrieved, we will compensate you for the value of your
parcel or S$100 per parcel, whichever is lower.
Can I
cancel the delivery request after receiving a confirmation?
Once a delivery agent has accepted your delivery request, no cancellation is
allowed.
However, you may contact the delivery agent to inform him of any changes.
If you would like to cancel the job AFTER an agent has accepted, you may inform
him as soon as possible and tap 'Cancel' under 'Manage Delivery'.
Please note that if the driver is on the way, or 30 minutes before the pickup
timing, the last-minute cancellation will be charged 50% of the delivery fees,
and if you have booked manpower, 50% of any manpower fees.
A 50% cancellation fee is applicable on customer job cancellation for 'Pickup
in Progress' status.
For CC and E-wallet: 50% job refund will be credited to the e-wallet.
For Corporate payment: 50% will be charged under additional charges in your
monthly invoice.
Example: Job amount= 10+0.7(GST), After cancellation 50% will be 5 + 0.35
refunded.
The 50% balance will be refunded back to the e-wallet.
If the job is 'Pending acceptance', we will refund 100% to your e-wallet.
Can I
cancel the job after I have submitted the delivery request?
Yes, you can cancel the delivery request after submitting it if you have not
received notifications for successful job acceptance. If you cancel the job
after the delivery agent has accepted the job, you will be subjected to a 50%
cancellation fee.
A 50% cancellation fee is applicable on customer job cancellation for 'Pickup
in Progress' status and 30 minutes before collection start time.
For CC and E-wallet: 50% job refund will be credited to the e-wallet.
For Corporate payment: 50% will be charged under additional charges in your
monthly invoice.
Example: Job amount= 10+0.7(GST), After cancellation 50% will be 5 + 0.35
refunded.
The 50% balance will be refunded back to the e-wallet.
If the job is under Pending acceptance, we will refund 100% to your e-wallet.
I missed
my delivery yesterday, can I reschedule it today?
Unfortunately, rescheduling for the same day is not allowed based on our
Standard Operating Procedures (SOP). You may choose the next available delivery
slot starting from tomorrow.
I missed
my delivery today, can I reschedule it tomorrow?
Unfortunately, rescheduling for the next day is not possible due to our
Standard Operating Procedures (SOP). You may only reschedule from the day after
tomorrow onwards.
How Does
The 2 Way Round Trip Work?
Two-Way Round Trip is for customers who wish to have their parcels picked up at
Point A and then delivered to Point B. After that, pick up again from Point B,
and then deliver back to Point A.
How Do I
Print The Waybill?
You may go under 'Manage Delivery' and click on 'Print Waybill'. You can choose
to print it and attach it to your parcel/document.
What
Happens If My Parcel Weight/size Is Under-declared?
The driver has the right to refuse the delivery request. 50% of the delivery
fee will be charged.
What
Happens If My Delivery Request Is Not Accepted?
If the delivery request is not accepted, no available agent can deliver the
parcel. Please repost at a different time. All unaccepted requests will be
deleted at the end of the day.
What
Happens If I Need To Change The Delivery Address?
If the job has been accepted by a delivery agent, there will be a new delivery
charge depending on the situation. If the job has not yet been accepted by a
delivery agent, you can cancel the job and repost it again.
What
Happens If My Package Is Declared As Over-sized When Agent Arrived To Pickup?
1. If you agree to pay the additional charges, the agent
will proceed to collect them, inform CS of the job amendments, and charge you
based on the correct package size. However, if you don't agree to pay the
additional charges, the agent will cancel the delivery request. Take note that
50% of the delivery fee will be charged.
2. If the item size is too big for the agent's vehicle,
the driver has the right to refuse the delivery request. 50% of the delivery
fee will be charged.
What
happens if I am not around when delivery agent arrives to pickup?
We will make a redelivery within the next 3 days at no additional cost. If the
parcel cannot be delivered on the second attempt, for example, due to
rejection, it will be returned to you for an additional $7 or 50% of the
category price, whichever is greater. This is subject to surcharges, if any.
Perishables will not be redelivered and will be left at the door. PARTNER FLEET
What if
no one is around to receive the parcel?
We will make a redelivery within the next 3 days at no additional cost. If the
parcel cannot be delivered on the second attempt, for example, due to
rejection, it will be returned to you for an additional $7 or 50% of the
category price, whichever is greater. This is subject to surcharges, if any.
Perishables will not be redelivered and will be left at the door.
Where
Can I Download The "delivery History Report"?
You can download it by clicking on the 'Delivery History' tab, selecting the
date range, and clicking 'Download'.
Can I
Send Multiple Parcels, Pick Them Up From One Location And Then Send Them To
Different Locations?
Yes. You can add multiple parcels to your delivery request. Each parcel will
have its own tracking number.
How Do I
Get A Receipt For My Delivery Request?
A receipt will be emailed to you once the delivery has been completed.
How Do I
Know If My Parcel Has Been Delivered?
The status of the delivery will be updated on the mobile app. Once it has been
delivered, you will receive a mobile and email notification and be able to view
the delivery details. The delivery details include the name, signature of the
receiver who has signed off and the date/time of delivery.
How Long
Will The Delivery Request Order Be Saved?
All delivered orders will be saved for 60 days. For example, if you requested
the job on April 1, you can view the delivered job until May 31, and your job
will be removed on June 1.
What Is
The Maximum Size Limit For Parcel Delivery Requests?
As part of our workplace safety practices, the maximum dimensions and weight of
each parcel is <200 cm (H+L+W) & max 25kg. If you have packages bigger
than the maximum weight or dimensions, please repack them into 2 smaller
parcels and make a booking for 2 parcels to the same location. There will be a
discount for sending multiple parcels to the same location.
What Is
The Pickup Time Frame/interval?
The pickup timeframe for Same Day, Next Day, 2 Way Round Trip, and Specific
Delivery Timeslot is at least 4 hours.
Can I
Block A Delivery Agent From Accepting And Delivering My Jobs?
Yes, you can now block the delivery agent from accepting your jobs. After you
have logged into your web, go under Favourite - tap 'Block Agent'.
How Do I
Increase Delivery Request Acceptance Rate?
1. You can increase the delivery request acceptance rate
by adding 'Tips' to the delivery request before you proceed to make payment.
2. Add tips to the jobs that have been posted to increase
the acceptance rate. Go to Manage Delivery - Click on the delivery and 'Add
Tips', after that proceed to make payment for the tips and the tips will be
added to your job. These tips will increase the delivery price and entice the
delivery agent to accept your request during peak periods.
Is There
Any Tracking Available For My Parcel?
Yes, you will see the tracking number under your delivery request. You can view
the status under Manage Deliveries or you can use that tracking number to view
the delivery status on our webpage here.
What If
No One Is Around To Receive The Parcel?
We will make a redelivery within the next 3 days at no additional cost. If the
parcel cannot be delivered on the second attempt, for example, due to
rejection, it will be returned to you for an additional $7 or 50% of the
category price, whichever is greater. This is subject to surcharges, if any.
Perishables will not be redelivered and will be left at the door.
When and
how will I receive the 4-digit PIN code for delivery?
You will receive the PIN through a WhatsApp message once the driver arrives at
your doorstep.
How Do I
Add Insurance To My Delivery Request?
You can add insurance when you request delivery on the app or website before
checkout. Please download the packing guide here.
Can I
Make A Claim For Lost Or Damaged Parcels?
(a) Any claims for damage or loss to the Delivery Item must be made within 3
days from the date on which uParcel accepts the Delivery Item for delivery,
failing which uParcel shall have no liability whatsoever.
(c) All claims must be made in writing, accompanied by the original consignment
note, waybill, relevant invoices and receipts and other supporting documents
requested by uParcel and submitted to the following email address:
express@uparcel.sg.
(d) Claims are limited to one claim per delivery Item, settlement of which
shall be a full and final settlement for all loss or damage in connection
therewith.
What Are Uparcel Operating Hours?
uParcel delivery service is 24/7! You can submit the delivery request anytime through our app or web booking. Our delivery agents now deliver around the clock. You may place delivery bookings on weekends and public holidays. Our customer service is available from 9 am - 6.30 pm (Monday - Sunday).
Does uParcel provide international parcel delivery?
No, uParcel does not provide international parcel delivery services.