Hi, how can we help?

Shopee offers a Buyer Self-collection Collection Window Extension service that allows buyers to request additional time to collect their parcels from SPX Service Points or SPX Lockers. This service is currently available only at selected locations. If your order is eligible, the [Extend Collection] button will appear in your order details.

1. Which orders are eligible?

Your order may qualify if:

• It is an SPX Locker or SPX Service Point order

• The collection point supports this service

Eligibility is determined automatically. If eligible, the option will be shown in the app.

2. Why don't I see the option to extend my collection window? 

The Extend option may not appear if:

• The parcel has already entered the return process

• The collection point does not support the extension service

• Your order has reached the maximum extension limit

If the option is unavailable, please collect your parcel by the original deadline.

3. How do I extend my collection window? 

You can extend your collection time via:

• My Purchases → Extend Now, or

• The Order Details / Shipping Information page

Steps:

1. Select the number of extra days

2. Review the applicable fee

3. Confirm payment

4. How many extra days can I add? 

You can extend by 1, 2, or 3 days, up to a maximum of 3 days total per order. Each order can only be extended once.

Extensions are counted in operating days. If your collection deadline is a Friday and the point is closed on weekends, adding 1 day moves your deadline to Monday.

5. If I have multiple parcels in one order, does the extension apply to all of them? 

Yes. Extensions are charged at $0.50 per order, per day. The exact amount is shown before you confirm, based on the number of days selected. 

6. Is there a fee to extend? 

Yes. A fee will apply based on the number of extension days selected, and the amount will be shown before confirmation. Currently, payment is supported via ShopeePay and Mari Savings only.

7. Can I get a refund on the extension fee? 

The extension fee is generally non-refundable, except:

• If the system fails to process your extension, you will be automatically refunded

• If your parcel is confirmed lost or damaged, both the extension fee and parcel amount will be refunded

No refund will be provided if:

• Parcel is not collected within the extended window

• A return/refund request is initiated by the buyer

8. I have a pending payment for an extension — can I try extending again?

If you select the same duration, you will be redirected to complete the existing payment. If you select a different duration, the previous transaction will be cancelled and a new one will be created.

9. Will I be reminded before my extended deadline expires? 

Yes. You will receive a push notification and WhatsApp/SMS message for the updated collection deadline.

10. What happens if I still don't collect within the extended window? 

The parcel will be returned to the seller after the extended period ends. The extension fee will not be refunded.