Hi, how can we help?

1. Where can I find my Collection PIN?

Please refer to your parcel collection SMS & Email notification.

If you’ve registered your number with the Pick! App, the PIN will be sent via the App & email only (no SMS).  Kindly refer below screenshots to find your 8 digits PIN in Pick! App:

*Please do not share this PIN with anyone, including Pick.

2. I did not receive the Collection PIN via SMS, email, or the Pick! App as I‘m registered. What should I do next?

Your 8-digit Collection PIN for your parcel collection will be sent via SMS & email (Pick! App & email only if you are registered to the App) once it has been deposited in the locker. If you did not receive this, your parcel should still be delivered to your chosen Pick Lockers.

If you still have not received a PIN after the parcel was deposited in the locker, you may contact our Shopee Live Agent

3. What to do when my collection Pin does not work?

After receiving the Collection PIN via SMS & email (Pick! App & email only if you are registered to the App) , please check that you are at the correct Pick locker location; and you are collecting before the collection expiry date.

Please note that the Collection PIN from Pick is 8 digits, sent via SMS from “L-Alliance” or “Pick!”, via email from “Locker Alliance” or via Pick! App. Please key in the 8-digit Collection PIN at the Pick lockers and click the green button to proceed.

If your Collection PIN is less than 8 digits, it may be from other non-Pick collection points. 

If your 8-digit Collection PIN is still invalid, please contact our live chat via the Shopee app (Mon-Sun, 8 AM - 10 PM), including Public Holidays.

4. I changed my phone number/email address, and could not receive the Collection PIN. Can the Collection PIN be sent to my new number?

Due to security reasons, Pick is unable to send the Collection PIN to any other mobile number except for the number provided by the merchant/ Logistic Service Provider (LSP) and tagged to the parcel. 

5. What to do if I missed my collection period?

If you fail to collect your parcel within the collection period after the parcel has been deposited, the parcel will be returned to the seller.

If the parcel is still in the Pick! Lockers, you may still collect your parcel if it has not been retrieved by the courier. Please go to your order tracking page on Shopee App to check the status.

6. Can someone else collect my parcel on my behalf?
Yes, as long as the person has your PIN and the parcel tracking number, they can collect it on your behalf.

7. Why is my parcel delivered to my doorstep instead?

If the Pick Lockers is temporarily unavailable, Shopee may redirect your parcel to be delivered to your default delivery address. Please check for push notifications regularly, or you can view the status of your parcel in the app.