SearchSearch Frequently Asked Question
All delivered orders will be saved for 60 days. Example if the job was requested on 1st April, you can view the delivered job up to 31st May and your job will be removed from 1st June.
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.
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.
If a driver has checked your parcel and deems it to be underdeclared, the driver has the right to cancel the delivery request and 50% of the original cost will be refunded back to you.
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 9am - 6.30pm (Mon - Sun) and our delivery agents delivers on standard hours between 9am – 10pm. You may make bookings on public holidays but please note our customer service might be closed and we can attend to you only at the next working day.
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.
For E-wallet top up done by Bank Transfer or SGQR, it takes at least 1 working day for our Finance team to verify the payment from our bank. If you have used Giro Transfer, it may take up to 3 working days for the funds to be reflected in our bank account. For immediate top up, you may consider using Credit Card, however there are charges incurred using thus method.
Receipt will be emailed to you once the delivery has been completed.
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 firstname.lastname@example.org for a refund back to your credit card. Please note that it takes 14 working days for refunds back to your credit card.
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.
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.
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.
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 email@example.com.
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
First, log-into your account and click on Bulk Upload and then download the sample excel file. For a detailed tutorial, you can click on this link: https://www.youtube.com/watch?v=4bDYu6waMLU
If driver has arrived at a wrong Pickup address provided by customer, there is a 50% cancellation fee imposed.
If driver has arrived at a wrong Delivery address provided by the customer and needs to deliver to a new delivery address, there is a new delivery charge.
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.
Yes, uParcel is required to be GST-Registered by iRAS, and we are required to charge GST on the platform commission of 20% of the delivery fee.
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 firstname.lastname@example.org 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 email@example.com for more details.
Your packing would need to meet the guidelines depending on your product, whether if it is perishables or food. Please see packing guide on https://uparcel.s3-us-west-2.amazonaws.com/uparceldelivery/user_guide/Your_Packing_Guide_UParcel_vJan2021_final.pdf
Yes, you are able to delete agent from My Fleet. Click on 'My Favourite Agent' and click Remove.
$2 surcharge for Postal Codes that start with the following: 01, 02, 03, 04, 05, 06 - Raffles Place, Cecil, Marina, People 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: 638, 639, 627, 628, 629 – Tuas $10 surcharge is for entry into Sentosa Area, Changi Airport, Changi Aviation Center and Tuas South 637, 636. The surcharge is used to cover for ERP, carpark and petrol for longer distance that agents need to pay for the delivery. For entry into Airline houses, there is a surcharge of $15.
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 if driver is on the way, this last minute cancellation will be charged at 50% of the delivery fees, and if you have booked manpower, 50% of any manpower fees.
If the job has been accepted by a delivery agent, there will be a new delivery charge depending on situation. If the job is not yet accepted by a delivery agent, you can cancel the job and repost the job again.
To save your credit card, you can do so when making payment for the delivery request or when topping up your E-wallet via credit card. You will be prompted to save credit card the payment.
Please perform the following steps:
1. Sign up an account on Uparcel website
2. On your signed-in portal, Request for a corporate account
3. Once we have approved your corporate account, you can then request for API integration on your signed-in portal
4. Once we have approved your API request, you will be provided a set of secret keys
5. Proceed to Install the uParcel app on Shopify and then enter the secret keys to connect.
For any problems, please email to firstname.lastname@example.org
Please see packing guide on https://uparcel.s3-us-west-2.amazonaws.com/uparceldelivery/user_guide/Your_Packing_Guide_UParcel_vJan2021_final.pdf
Yes, you can now block the driver from accepting your jobs. After you have logged into your web, go under Favourite - Block Agent.
Uparcel is going cash less; there will be no more cash payment for delivery. You can top up your E-Wallet credits either by selecting Credit Card, Bank Transfer or SGQR. Click on ‘E-Wallet’ tab and enter a minimum amount of $50 for your purchase credit. CREDIT CARD top up is immediate but BANK TRANSFER and SGQR takes 1 working day to be verified. If you are a corporate customer, then you can select Corporate Account 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
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 will be subjected to a 50% cancellation fee as the delivery agent is on his way for pick-up.
Refer to the video for a quick and step-by-step guide on our excel bulk upload feature:
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.
You can add insurance when you request delivery on the app or website.
Basic Insurance of $100 is included in every delivery.
The Additional Insurance amount is calculated at the below percentage:
1 hour Rush - 1.2%
Same day, 3 Hours Express, 2 Way Round Trip - 1.5%
Next Day, Specific Delivery Slot - 2%.
Example: For additional insurance coverage amount of $1000,
using Same Day, 3 hours, or 2 Way Round Trip, insurance = 1.5% x $1000 = $15
You will need to pay $15 for the additional insurance coverage of $1000.
(Maximum additional insurance coverage is capped at $1500.)
Please note that 'My Fleet' cannot be selected if you are purchasing additional insurance.
We will make a redelivery at the within the next 3 days 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 $7 or 50% of the category price, whichever is higher. This is subjected to surcharges if any. Perishables will not be redelivered and will be left at door.
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.
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.
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.
We charge a 20% platform commission and this 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.
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.
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'.
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.
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. uParcel charges 20% commission, and agents will be paid 80% of the delivery fees.
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.
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.
If a parcel is deemed to be underdeclared, there are 2 options:
1) Get a written approval from Sender/Job requester that there will be additional charges and continue the delivery. You will need to upload a photo that clearly shows either the weight (kg) or the size (H+L+W in cm) of the parcel once you complete the delivery. Then use the ‘Contact us’ on the app to inform our Customer Service team to add on this charge. This will be reflected in your next statement once it is approved.
2) If you cannot continue the delivery due to unavailable space in your vehicle, please cancel the delivery as “Item is under-declared” in the agent app and upload a photo that clearly shows either the weight (kg) or the size (H+L+W in cm) of the parcel. After that, use the ‘Contact Us’ on the app to inform our Customer Service team to add on this charge. This will be reflected in your next statement once it is approved.
If you have arrived at a wrong Pickup address provided by customer, there is a 50% cancellation fee, capped at maximum of $10.
If you have arrived at a wrong Delivery address provided by the customer and needs to deliver to a new delivery address, there is a new delivery charge.
If you have NOT arrived at the delivery address, and the new address was provided after you have collected, there is a $3 charge for change of address.
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.
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.
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.
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'.
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.
Please obtain the pincode from the receiver and enter into the app when updating to delivered. If the receiver is unsure, please contact the sender for pincode or contact us.
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.
Please update the status to “undelivered” and input reason such as “customer request change of date to XXX or customer is not around”. You can re-attempt to deliver in 3 working days, and there is no extra charges. All perishables cannot be reattempted and will be left at door. Please call and whatsapp receiver to inform item is left at door.
If you deliver a package late, Uparcel may deduct your delivery fees up to 50% and if the item (if it&#39;s food), is spoilt due to the late delivery, you will need to compensate for the item. Your account will also be suspended permanently if you have too many late deliveries.
Please update the status to 'Undelivered' and state the reason. After you have returned back to the customer, please update status to 'Returned'.
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
For Deliveries Without Manpower:
If you have arrived, please provide proof of arrival and there will be a 50% cancellation fee, capped at max $10. If you are on the way provided that the customer did not cancel the job before the pickup time starts, you will also be entitled 50% cancellation fee, capped at $10. For Deliveries with Manpower required, there is also 50% cancellation fee charged on the manpower.
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 or you may return it within 2 days with the approval from the sender. 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.
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 within 3 days no additional cost or you may return it within 2 days with the approval from sender. 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 $7 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. All perishables items will be left at door with no reattempt. Please call and send whatsapp to receiver that item is left at door.