Frequently Asked Questions

  • Customer

  • Delivery Agent

I have made an error and top-up my E-wallet using bank transfer with less than $50, what should i do?

Our minimum top-up for E-wallet is $50. If you have accidentally made an error with a transfer of less than $50, we will do an exception of topping up the E-wallet for you with the amount requested. However if you would like to refund back to your bank account instead, we will have a bank charge of $1 for transferring this amount back to you.

Is there any charges to withdraw the balance in my E-wallet back to my bank account?

There will be a $2 withdrawal charge for us to process this withdrawal back to your account.

How do i get a refund for Credit Card payments?

If your delivery request is cancelled, there will be a refund of credits to your E-wallet, and you can use this credits to pay for your next delivery request. If you do not wish to be refunded by credits, you may email to us at express@uparcel.sg for a refund back to your credit card. Please note that it takes 5-7 working days for refunds back to your credit card.

Can you help me store my goods/inventory, pack my sales orders and do the deliveries for me?

Yes, we offer a one-stop service to manage and store your inventory, pack your orders as your sales order comes through and also handle the deliveries right from our warehouse to your customer’s address. Please contact us at sales@uparcel.sg for more details.

How do I print the waybill?

You may go under ‘Manage Delivery’ and click on ‘Print Waybill’. Please print and attached it to your parcel/document.

Who can I contact for queries regards to bulk deliveries quotation or corporate discount?

Please write in to our email address at sales@uparcel.sg for such enquiries. Our sales team will get back to you as soon as possible.

Where can I download the Invoice?

You can download it by clicking on ‘Invoice’ tab. There is also other option for you to send the Invoice via email directly.

Where can I download the Delivery History Report?

You can download it by clicking on ‘Delivery History’ tab.

What modes of payments can I use for the delivery?

Uparcel is going cash less; there will be no more cash payment for delivery. You are to top up your credits either by selecting Paypal or by Bank Transfer; by clicking on ‘E-Wallet’ tab and enter a minimum amount of $50 for your purchase credit. If you are a corporate customer, then you can select 'On Credit' and opt to pay by monthly billings. If you do not wish to purchase the minimum of $50 credits for the E-wallet, you may also request to pay by ‘Paypal and Credit Cards’ for ad-hoc or once-off deliveries. There will be a 3.5% + $0.25 transaction fee for this payment mode

Can I delete agent from 'My Fleet' list?

Yes, you are able to delete agent from 'My Fleet' list.

How do I add agent in "My Fleet" list?

There will be an option for you to select whether you would like to add agent in 'My Fleet' list after you make a review for the agent. You are able to see the list of your 'My Fleet' agents by clicking on the 'Favourite Agents' tab.

How does the 2 Way Round Trip works?

2 Way Round Trip is for customers who wish to have their parcels picked up from Point A and then delivering to Point B. After that to Pickup again from Point B and then delivering back to Point A.

Which are the areas that will be charged with the $2 Surcharge?

Postal Codes that start with the following: 01, 02, 03, 04, 05, 06 - Raffles Place, Cecil, Marina, People's Park 07, 08 - Anson, Tanjong Pagar 17 - High Street, Beach Road (part) 18, 19 - Middle Road, Golden Mile 22, 23 - Orchard, Cairnhill, River Valley 637, 638, 639, 627, 628, 629 – Tuas The surcharge is used to cover for ERP, carpark and petrol for longer distance that agents need to pay for the delivery.

If i have a Delivery Order (DO) to be returned to me after the delivery, what should i do?

If you require a delivery order to be returned, please either book a 2 way trip or you could provide a pre-paid (with paid stamp) envelope for the DO to be snail mailed back to you. We note that our agents are not obliged to make the return trip if you have booked a single/one way trip.

What happens if my delivery request is not accepted?

If the delivery request is not accepted, it means 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 if no one is around to receive the parcel?

We will make a redelivery at the earliest available date at no additional cost. However, if the parcel still cannot be delivered on the 2nd attempt, it will be returned to the sender with a $5 return fee.

Is it possible to apply for corporate account and request for monthly billing?

Monthly billing option is available for corporate customers. In this case, you will not need to pay cash to the delivery agents directly and we will invoice you at the end of the month. To know more details, please email to express@uparcel.sg.

Is there a user guide on how to use the Uparcel mobile application?

Yes, you can download our user guide at the top right hand corner of the FAQ - 'Download Customer Book'.

What can I ship with uParcel?

You can ship anything*. Form a surprise to your loved ones to returning that bad online purchase. *Please refer to our prohibited list of items in the terms and conditions. Dangerous items such as explosives, guns, drugs etc cannot be delivered, you shouldn't be holding on to them too!

Do I need to pack my items?

Senders have to pack their items into a single package appropriately to prevent damage and all parcels have to be sealed up completely. Our delivery agents will pick up the item as it is. If it is fragile such as cannot be dropped or thrown, please label fragile and bubblewrap your item properly. Please label the address and any special instructions such as "Do Not Bend" & "Fragile".

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 the value of your parcel or S$100 per parcel, whichever lower.

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 days.

Can I send multiple parcels, picking up from one location and then send to different locations?

Yes. You can add multiple parcels on your delivery request. Each parcel will have its own tracking number.

How do i get a receipt?

Receipt will be emailed to you once the delivery has been completed.

How long will the order be saved?

All orders will be saved and not deleted as long as your account is active.

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 includes the name, signature of the receiver who has signed off and the date/time of delivery.

Are 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 status on our webpage at http://www.uparcel.com.sg. Also, you will receive email notifications along with the tracking number whenever there is a change in status of your package.

Can I cancel the job after receiving a confirmation?

Once a delivery agent has accepted your job, 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 on 'Cancel' button under 'Manage Delivery'. Please note that last minute cancellation will be charged at 50% of the delivery fees, with a maximum cap of $10.

Can I cancel the job after I have submitted the delivery request?

Yes, you can cancel the delivery request after submitting it, provided that you have not receive any confirmation from any delivery agents.

Are 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 status on our webpage at http://www.uparcel.com.sg.
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