Hi, how can we help?

1. If I change my phone number, will the PIN be sent to my new number?

No, the PIN will not be sent to the new number once the order is made. Please refer to the Order Details page on the Shopee App for the PIN. 

2. 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.

3. When can I collect my parcel?  

You will be notified to collect your parcel via Whatsapp/SMS and push notification once it has arrived at the collection point. Do note that the collection window is 3 days - you may refer to the Whatsapp/SMS message or push notification for the date of the last day for collection. If no collection is made within the collection window, the parcel will be retrieved by SPX.

4. How do I self-collect my parcel?

Provide the Collection Point with the PIN sent to you via Whatsapp/SMS and push notification as well as the tracking number of your parcel.

5. What if I do not have the PIN when I am at the Collection Point?

If you do not have the PIN when collecting your parcel, the Collection Point can resend the PIN to 

your registered phone number.

6. Can I switch my order to home delivery instead?

No, we are unable to change the delivery option after the order is placed.

7. Why can’t I see or select the Collection Point that I chose previously?

Due to capacity constraints, the Collection Point may be temporarily unavailable. You may wish to choose another Collection Point to collect your parcels.

8. What should I do if I received a Whatsapp/SMS message to collect my parcel, but it could not be found at the Collection Point? 

You can contact our Live agent via chat feature on the Shopee App.

1. You can go to the Me tab > Chat with Shopee