Frequently Asked Questions

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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.
All orders will be saved and not deleted as long as your account is active.
Receipt will be emailed to you once the delivery has been completed.
Yes. You can add multiple parcels on your delivery request. Each parcel will have its own tracking number.
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.
You can download it by clicking on ‘Delivery History’ tab, and then select the date-range and click 'download'.
Yes, you can download our user guide at the top right hand corner of the FAQ - 'Download Customer Book'.
You can ship anything*. From 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!
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".
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.sg. Also, you will receive email notifications along with the tracking number whenever there is a change in status of your package.
If the parcel is undelivered, our delivery agents will make another attempt within the next 3 working days.
Uparcel’s app is 24/7! You can submit the delivery request anytime through our app. Our customer service is open from 10am - 6pm (Mon - Sat) and our delivery agents delivers on standard hours between 9am – 10pm. You may make bookings on Sundays and public holidays but please note our customer service will be closed and we can attend to you only at the next working day.
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.
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.sg.
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.
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.
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.
Uparcel is going cash less; there will be no more cash payment for delivery. You are to top up your credits either by selecting Credit Card 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 ‘RedDot and Credit Cards’ for ad-hoc or once-off deliveries. There will be a 3.5% + $0.25 transaction fee for this payment mode
$2 surcharge for 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. $4 surcharge for Tuas area which starts with postal code: 637, 638, 639, 627, 628, 629 – Tuas $10 surcharge is for entry into Sentosa Area and Changi Airport. The surcharge is used to cover for ERP, carpark and petrol for longer distance that agents need to pay for the delivery. The surcharge of $10 into Sentosa is required for entry fee payable. For entry into Airline houses, there is a surcharge of $15.
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.
Monthly billing option is available for corporate customers only. We will invoice you at the end of the month for all the jobs requested. To apply for Corporate Account, please log into your account and click on 'Corporate Account Request'. Please note that Corporate Account requires a minimum of 10 Deliveries/Month. If the minimum is not met, there will be a $10 admin fee charge per month. To know more details, please email to express@uparcel.sg.
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.
There will be a $2 withdrawal charge for us to process this withdrawal back to your bank account. Ewallet credits are valid for 12 months from the top up date. There is no refund of credits upon expiry
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 $2 for transferring this amount back to you. Ewallet credits are valid for 12 months from the top up date. There is no refund of credits upon expiry
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 booking for 2 parcels to the same location. There will be discount for multiple parcels to same location.
For Same Day, Next day, 2 Way Round Trip, and Specific Delivery Timeslot, the pickup timeframe is at least 4 hours. For 3 Hours, the pickup timeframe is at least 3 hours. For 1 Hour Rush, the pickup timeframe is at least 1 hour.
You may go under ‘Manage Delivery’ and click on ‘Print Waybill’. Please print and attached it to your parcel/document.
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.
You can download it by clicking on ‘Invoice’ tab. There is also other option for you to send the Invoice via email directly.
Ewallet credits are valid for 12 months from the top up date. There is no refund of credits upon expiry
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.
Yes, you can cancel the delivery request after submitting it, provided that you have not receive any confirmation from any delivery agents. If you cancel the job after the delivery agent has accepted the job, you may be subjected to a 50% cancellation fee as the delivery agent is on his way for pick-up.
Yes, you are able to delete agent from My Fleet. Click on 'My Favourite Agent' and click Remove.
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 such as rejection, returning of parcel back to you is charged at $6 or 50% of the price, whichever is higher. This is subjected to sucharges if any.
It includes ALL charges such as ERP, tolls, Parking, miscellaneous, etc.
uParcel is built on a trusted community of delivery agents. There are no strangers among us. We need to verify the agents to prove their identities and protect our users.
Agents are highly encouraged to call or SMS the senders/receivers before pickup and delivery to check if they are at home to avoid making a wasted trip. If the parcel cannot be delivered within the stated time/date because of receiver, please arrange to make redelivery within the next 3 days. Do not leave the parcel at the door without consent from the receiver. If you are advised to leave the parcel at the door, please ask for an SMS as proof and also take a photo of where you have left it.
No. Once the assignment is accepted it cannot be cancelled unless of last minute changes. If you need to cancel, please tap on the cancel button and input the reason. Please note that multiple cancellation will lead to suspension of account..
Yes. The GPS tracking can be turned off. GPS tracking is also automatically turned off when you logged out. However you will need to turn on your GPS tracking before you can accept a job and when you are delivering a parcel.
The agent gets to earn 80% of the delivery fees. 20% of the delivery fees goes to uParcel to maintain the platform, transaction and run advertisements to get more customers to use uParcel, which means more jobs for our agents.
No. Only the authorised staff of uParcel will have access to your information. The sender of the parcels only has your contact number and picture.
The jobs will disappear once they are accepted by other agents. On average the 90% of delivery requests are accepted within 10mins of posting. You will receive notifications when you are within distance from the pick up.
Uparcel will deduct off 20% commission and pay out the 80% delivery fees to you by GIRO according to your bank details stated in your profile.
Please do not make changes to the delivery timing with the customer, it will cause inconvenience to the customer. If you cannot do the job within the timing, please do not accept the delivery request.
For the lost of packages, the compensation will be borne by the agents as agents are responsible for the delivery of the parcels. You will need to inform us and the customer and we will get the cost of the item from the customer.
Nope. You can use any mode of transport. If you need a car, we recommend TribeCar. Hourly rental at a location near you. https://www.tribecar.com
You can do the quiz from your mobile app, under 'Profile'.
This is likely due to your phone settings did not allow permission for the UParcel app to access your camera and photos. Please go to general->settings-> permission. In the permission tab, you have to click on Camera, Storage and Your Location options to allow the permissions to the app. Then restart your phone and login again.
The 3 hours delivery timeframe is indicated in the delivery details. If it is stated as 9am-12noon, then you will need to deliver between this time.
If you are a sub-contractor and is interested in delivering regular deliveries. Please sign up an agent account and email us on your interest. We will inform you once we have a suitable job for you.
Manpower required means the Van/Lorry driver needs to bring extra helper to assist in the loading and unloading. The number of manpower required would means the number of helpers requires, not including the driver.
Yes, the driver of the van or lorry will need to assist in loading and unloading of the goods.
Manpower required means the Van/Lorry driver needs to bring extra helper to assist in the loading and unloading. The number of manpower required would means the number of helpers requires, not including the driver.
Please update the status to “undelivered” and input reason such as “customer request change of date to XXX or customer is not around”
Jobs completed between 1st-15th will be processed between the 22-24th and jobs delivered between 16th-31st will be processed between the 7-9th of the following month. Payment will be via GIRO bank transfer to the bank account provided. Depending on your bank, it takes 1-3 days for amount to be reflected in your account. Please note that the status of the job has to be ‘Delivered’ before the delivery fees can be paid.
You can download it by clicking on ‘Statement’ tab. You can also select the option to send the Invoice to your email.
This is to ease the inconvenience of delivery agent when searching for the specific job request to update delivery status. This can be done by clicking on the ‘Scan QR’ tab and scan the code on the waybill to update your delivery status.
Once you have completed more than 20 deliveries and have a rating of 4 and above, you will be able to accept unlimited number of deliveries.
Yes, you will be notified via email when customer add or delete you from their ‘My Fleet’ list.
Customer is now able to add you as their trusted agent in their ‘My Fleet’ list and they can select you or the list of agents in their ‘My Fleet’ to do their delivery. In this case, only the selected ‘My Fleet’ agents will be notified of the job requests by customer. After 10 minutes of wait, should there is no acceptance from ‘My Fleet’ agents then customer will proceed to cancel the job request and make a repost to all agents available in Uparcel network instead.
All delivery agents would have to complete their profile and pass the quiz. After doing so, account approval takes up to 1 week to verify your background information with the authorities. If you are facing issues on uploading your profile, you would need to enable uparcel app permission to access your camera. Please go to general->settings-> permission. In the permission tab, you have to click on Camera, Storage and Your Location options to allow the permissions to the app. Then completely CLOSE the app and login again.
Yes, you can download our user guide at the top right hand corner of the FAQ - 'Download Agent Book'.
GPS tracking allows users to know the location of the parcels. It also acts as proof that a parcel has been delivered as a status update will automatically tag the drop off location. Agents can turn off their GPS tracking when not delivering parcels. Go to uparcel app->settings->GPS Tracking
Agents are advised to make a call to check if someone is around to receive. If there is no receiver when parcel is delivered, you will make a redelivery at the earliest available date no additional cost. However, if the parcel still cannot be delivered on the 2nd attempt, it can be returned to the sender. Returning of parcel back to customer is charged at $6 or 50% of the price, whichever is higher. This is subjected to surcharges if any. Please contact sender and UParcel Admin to inform of failed delivery before returning parcel.