Frequently Asked Questions

  • Customer

  • Delivery Agent

What is Long Distance Surcharge?

Long distance surcharge applies to distance between pickup and delivery locations that exceeds 30km. The maximum distance allowed is 45km.

What is the pickup time frame/interval ?

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.

When will my E-credits expire?

E-credits are valid for 12 months from the top up date. There is no refund of credits upon expiry

What is the maximum size limit?

As part of our workplace safety practices, the maximum dimensions and weight of each parcel is

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 $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

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

There will be a $2 withdrawal charge for us to process this withdrawal back to your bank account. E-credits are valid for 12 months from the top up date. There is no refund of credits upon expiry

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-credits, 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 for a refund back to your credit card. Please note that it takes 5-7 working days for refunds back to your credit card.

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 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?

You can pay by credit card/bank transfer or E-credits. For E-credits, you need to top up your credits by selecting Credit Card payment. 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-credits, you may also request to pay by Credit Cards’ for ad-hoc or one time deliveries. There will be a transaction fee of 2% 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.

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 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 RM100 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.

What are uParcel’s operating hours?

Uparcel’s app is 24/7! You can submit the delivery request anytime through our app. Our customer service is open from 9am - 6pm (Mon - Fri) and our delivery agents delivers on standard hours between 10am – 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.

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.

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