FAQs

Currently we are delivering across Dhaka, Tongi, Ashulia, Gazipur, Savar, Keraniganj, Narsingdi, Narayanganj, and Rupganj. Soon our service will be available in different cities of Bangladesh.

Our customer service is from 10 AM to 7 PM.

Lalamove operates 24/7 to best serve your needs. We specialise in on-demand delivery and same day courier service, matching you with nearby drivers in just a matter of seconds. Use Lalamove to handle all your express and urgent deliveries, anytime of the day.

Simply go to https://web.lalamove.com/ and login to your account. You will then be able to make on order from there!

With our specialized and distinctive 1 and 2 ton house moving services, Lalamove offers its customers a full range of services, from hiring skilled labor to delivering your household goods to your new residence.

Lalamove's specializing house moving service is meant to offer the following benefits to its users:

• A safe and affordable house moving service

• A variety fleet with skilled laborers

• A hassle-free experience

For 1 ton house moving:

• Any bulk items up to 800 KG

• Fridge, bed, closet, kitchen racks etc

• Home shifting suitable for bachelors or single people

2 ton House Moving:

• Any bulk items up to 2000KG

• Household bulk items of maximum 2 rooms

• Home shifting suitable for small to medium size family

Apart from offering an affordable and hassle free home shifting service solution, Lalamove offers a vast range of additional services which are explained below:

Extra rooms:
Assume you're moving from a three-bedroom apartment to another three- or four-bedroom apartment, and your household items won't fit in our fleet all at once. So, in this instance, you can choose our extra room option based on your needs, and our fleet will supply you with round trips two or more times rather than just once.

Follow the steps to place an order:

1 - Input the address for pick up and drop off

You may choose to make it as an immediate order or a scheduled order based on your needs - Immediate order: Driver will pick up the delivery in 30 minutes - Scheduled order: You may select the pick up time which is from 30minutes up to 30 days

If you need to add multiple stops, simply click on the "+ Add Stop" button to add a stop. You may add up to 20 stops within the same order

2 - Select the vehicle type Evaluate the size of your delivery, and select the vehicle type your want. If you are unsure of the capacity of each vehicle type, click on the information button on the top right corner for the details

3 - Select any additional service

You may also request for add-on services (such as Loading or Unloading, Cash On Delivery etc) based on your needs

4 - Add in any reference and confirm the booking

If there are any reference information you may want to provide to the driver, you may add it in the next page! Confirm the contact information and select your payment method. If you have a coupon and discount code, you may also add it there.

Once everything is good to go, just click on "Place order" and we will match you with a driver

To schedule an order, simply click on the the "Pick-up time" on the order placing page and select "Later". You will then be able to select the pick up time from 30 minutes after up to 30 days away.

Simply click on the "+ Add Stop" button to add additional dropoff locations. You may add up to 20 locations in one order.

You may also drag and rearrange the sequence of the dropoff locations based on your needs!

If you have a favourite saved in your account, you may request your favourite driver to pick up your order first.

To do so, at ""Add more details"" page, turn on the ""Favourite drivers first"" button and your order will be seen by your favourite driver first. However, if none of your favourite driver is online or available, your order may be picked up by another driver.

Once you are matched with a driver, you will be able to see the details of the driver. Your driver will also contact you via phone call to confirm the confirmation.

Should you want to reach out to the driver again, underneath the driver details you may click on the ""Chat"" or ""Call"" button to use the in-app chat to chat with the driver or call the driver directly.

You will be able to see the estimated delivery time on the app once your order has been completed.

Once an order has been successfully matched, you will be able to see an estimated arrival time on the map. Once the driver has picked up your delivery, the time listed will be the estimated arrival time to the drop off location.

Please note that the time listed is only for reference and may be changed due to unforeseeable reasons such as traffic and weather issues.

Yes you may have the receipient to pay the order, simply indicate in the remarks to tell the driver that the amount will be collected at the drop off location. Please ensure that you have chosen cash as the payment method!

You will be able to check the location of the driver via the order page of the app. You may see where your driver is in real time and get notified instantly when the delivery has been completed.

You can even send the tracking information to your customer by clicking the share button on the order page, so they know the delivery status and the estimated time of arrival.

Each status shows the status of the delivery in real time. Some of the statues that may appear on your order are:

On the mobile app

Finding a driver --> We are currently matching a driver for your order

Awaiting Driver --> Your order has been matched with a driver and the driver is heading to pick up point

In transit --> The driver has arrived at the pick up point

Delivering --> The driver has arrived at the drop off point

Confirming Bill --> Driver has finished unloading and is confirming the final bill

Settle Bill --> The driver has sent the final bill Completed --> The delivery has been completed and payment has been settled

Cancelled --> Your order is cancelled

On the web app

Matching --> We are currently matching a driver for your order

Ongoing --> Your order has been matched with a driver and the driver is heading to pick up point

Picked up --> The driver has picked up the item and is heading to the drop off point

Confirming Bill --> Driver has finished unloading and is confirming the final bill

Settle Bill --> The driver has sent the final bill and is pending the payment from customer

Completed --> The delivery has been completed and payment has been settled

Cancelled --> Your order is cancelled""

You may share the order with the recipient at the order page. Simply click on the ""Share"" button on the order page and the recipient may receive real time tracking of the delivery.

You may share the order with the recipient at the order page. Simply click on the the "Share" button on the order page and the recipient may receive real time tracking of the delivery.

In order for the driver to help load and unload the goods to the vehicles, you may make this request via the add on service. The price for the moving service will be quoted by the driver.

After the order has been completed, you will be prompted to rate the driver. You have seven days from the order date to do so, after which you will not be able to leave a rating.

If you would like to change driver rating, simply just go back to the order page and click on the pencil icon next to the rating.

Simply go on to "Settings" and enable the "Enable digital signature" button. Once enabled, the delivery would require the recipient to sign after receipt

If you would like to check on the photos uploaded by the driver, click on the order details page on the app or the order details panel on the website. You will be able to see picture uploaded under the Drop Off location.

To edit an order, click the icon at the top right corner of the order page and select 'Edit order' from the menu. You may edit the drop off location, recipient details, and add or remove stops. Price changes depend on location updates.

To change the driver, you may simply click on the icon on the top right corner of the order page and click ""Find a new driver"". Once unassigned, your order will be made available for other drivers to deliver. Please note that you are only able to unassign the driver once for each order.

For orders that are not yet matched with a driver, you will be able to cancel the order anytime by clicking ""Cancel Order"" on the order page via the button on the top right corner.

For immediate orders that have been matched with a driver, you may cancel your order up to 5 minutes since the matched.

For scheduled orders, you may cancel up to 45 minutes before the scheduled pick up time after it has been matched.

If you wish to cancel the order after the 5 minute period, please contact our Customer Service Team to do so. Please note that cancellation fees may be applied after this timeframe.

You can only cancel your order within the grace period. If you wish to cancel your order after that, please contact our Customer Service Team for assistance. Please note that cancellation fees may be applied.

Grace period: Immediate Orders: 5 minutes after matched with a driver. Scheduled Orders: 45 minutes before scheduled pickup time.

You can only edit your order before the driver has arrived at the pick up location. If you wish to edit your order after that, please contact our Customer Service Team for assistance.

When selecting your vehicle, you will be able to see the additional services you can request and the cost associated next to it.

The fare of service is based on multiple factors such as traffic situation, order volume, availability of delivery partners, applicable tolls, surcharges and so on. Hence the total fare of the service may vary. The fare displayed at the time of request may not be the same if there is a change to order details.

Open the Lalamove app and select the vehicle type, pick-up, and delivery locations. You will be given instant price details before choosing to place an order.

You can find a simple guide here and more detailed pricing information here.

Peak Hours Surcharge will be added to increase the chance of your order being matched during peak hours. Lalamove will evaluate the on-going demand and supply and implement this surcharge and it will be automatically reflected in your bill

Pay the driver the exact amount in cash after the completion of order. Or pay through bKash for easy and hassle-free transactions! more payment method will be available soon.

You will be able to select your payment method at the payment page when placing the order. Simply select the payment method you would want to pay with. You can change the method for each order based on your preference!

Activate the "Receive E-receipts" function under your settings to get an e-receipt for each order. Key in your email address to opt in.

To obtain e-receipts of specific orders, click "Get Receipt" at the bottom of the order details page. You can choose to resend receipt, or download a PDF version.

To obtain e-receipts of specific orders, click "Get Receipt" at the bottom of the order details page. You can choose to resend the receipt, or download its PDF version.

Should you still unable to receive the receipt, you may contact our Customer Service Team for further assistance

If your funds are deducted but the balance does not get deposited to the Lalamove Wallet, please follow these steps:

Please allow for 24 hours since the funds were deducted as different payment channels have varying lead time.

If after 24 hours the balance still hasn't been entered into the wallet, please contact our Customer Service Team and prepare the payment record as proof of top up. Our team will be able to assist you in the verification and troubleshooting.

You may add a coupon at the payment page by entering the coupon code at the "Add coupon" section. Once the coupon has been applied, the relevant amount will be discounted from your order.

Alternatively, you may also add a coupon for future use by going to the "Wallet" page, click "Coupons" and add your coupon there. You may also view all your coupons on this page.

We are sorry that we may not be able to find you a driver at the soonest, it could be due to no driver available around your area or all drivers are busy with their orders. Try adding in priority fee to encourage drivers to pick up your order earlier.

If you are unable to find your address while searching for it, you may click on the "Wrong or missing location?" button to report on the missing location. Our team will review and take the necessary actions to fix this.

If you face any unforeseen issues with the ongoing delivery and are unable to settle with the driver, please talk to our Customer Service Team.

If your order is still not completed, please contact the driver first and ask for an update on the delivery status. If you are unable to contact the driver or there are other issues, you may contact our Customer Service Team.

We are sorry that your experience on our platform was not up to your expectation. Please contact our Customer Service Team for further assistance.

We are sorry that your experience on our platform was not up to your expectation. Please kindly provide us with relevant proof for our further investigation.

Drivers may deviate from the suggested route if there are unforeseen traffic situations. If you suspect that the driver is not heading towards the drop off point, please contact the driver to reconfirm. Should you require further assistance, please reach out to your Customer Service Team.

You may contact the driver via the in-app feature or by a phone call.

If your driver is unresponsive and you want to change the driver, click on the icon on the top right corner of the order page and click "Find a new driver". Once unassigned, your order will be made available to other drivers.

If you need to contact the driver but unreachable, please contact our Customer Service Team for further assistance.

The charge in the bill of the order page should be final. If there are any additional charges that were not agreed by both parties, please contact our Customer Service Team for further assistance.

Driver usually contacts recipient upon arrival to confirm drop-off. Please pay attention to calls when the delivery is in progress.

If the driver is unable to drop-off, please contact the driver to provide guidance. Should you need additional assistance, please contact our customer service team.

If you have forgotten your password, simply click on the "Forgot password" button and input your phone number on your registered account. We will then send you a SMS or a call for your to verify and update your password

To change your password, go to Settings and click change password. Follow the steps according to the prompts.

To update your phone number, click on your profile picture at the top left. Under your profile setting, you will be able to change your phone number after verification.

For Android, you may turn on/off in the device settings page

For iOS, you may turn on/off in App settings page

However, we high recommend that you keep the notification open to not miss out any updates on the orders or any promotions we may have

To change the app language, simply go to "Settings" and click on Language. You may change to the lanauge that is available for your region.

To sign up an account, simply click on the "Don't have an account?" button at the sign in page and you may regsiter an account with your mobile.

Alternatively, you may also register an account with your Facebook, Google or Apple acocunt by simplying clicking to the icon on the login page. You will then be directed to the registration procedures

Unfortunately, we do not deliver passengers, pets or alcohol. We do not deliver chemicals, unsecured flammable objects or items which could endanger the safety and well-being of our driver-partners. Please get in touch with us should you have any queries on whether the items you wish to deliver are allowed.

Other than that, we deliver almost everything else!

The size limit varies depending on the vechile type you chose!

Please refer to the below for the size and weight limitation.

To check the house moving cost,

• first select your old and new locations correctly. T

• hen choose the appropriate House Moving service based on your needs.

• For a 1-room home, select House Moving 7ft 1 Ton (Add Labor), and for a 2-room home, select House Moving 12ft 2 Ton (Add Labor).

• Add the required number of laborers.

You will then be able to see the total cost.

You can schedule your move in advance.

• Select your old and new locations. Click the “Now” button next to the location and choose “Later.”

• Then set your preferred date and time. For a 1-room home, select House Moving 7ft 1 Ton (Add Labor); for a 2-room home, select House Moving 12ft 2 Ton (Add Labor).

• Add the required laborers. Review the cost and click “Next.”

• In the “Add Notes to your driver” section, mention the details of your items and place the order. It may take 5–30 minutes to get a driver.
  

We have 3 types of house moving services:

1. House Moving 7ft 1 Ton (No Labor): Suitable for bachelors/students or small quantities of items. No labor support included. You may select “Loading/Unloading with Driver” if needed.

2. House Moving 7ft 1 Ton (Add Labor): Truck size: 7 ft length, 4.67 ft width. Suitable for 1 bed, 1 wardrobe, 1 dressing table, 1 single-door fridge, and 2–3 sacks of items. For heavy items, take 2–3 laborers.

3. House Moving 12ft 2 Ton (Add Labor): Truck size: 12 ft length, 6 ft width. Suitable for a 2-room home. Can carry 2 beds, 1 wardrobe, 1 dressing table, 1 fridge, 1 double-door cabinet, and 2–3 sacks of items. For heavy items, take 3–4 laborers.

For House Moving 7ft 1 Ton (Add Labor), you can hire 1–3 labor. For House Moving 12ft 2 Ton (Add Labor), you can hire 2–9 labor

First-time users can use the coupon code LALAHOME to get up to 300 BDT discount.

For a smooth and hassle-free move: -

• Select a larger truck and sufficient labor if you have many items.

• Enter pickup and drop-off locations correctly

• Clearly mention which floors items will be moved from/to

• Schedule your order in advance for your preferred moving date

• Dismantle electronics and furniture beforehand

• Confirm time and labor count with the driver at least 1 day prior

• Supervise laborers and take enough manpower to avoid damage

• Properly wrap fragile items (TV, mirror, glass items) with bubble wrap

• Take photos after loading and ensure items are secured with tarpaulin and rope

• Check all items carefully during unloading. - In case of unexpected issues, contact Help Center with photos

You can book up to 30 days in advance in the app. Our advice: schedule as early as possible, especially at the end of the month when getting a driver may take longer and fares can be slightly higher. If you want to move at the end of the month, you can schedule your order today.

1. First, select the locations of your new and old home.
2. Next to the location, click the “Now” button and choose “Later”. Then set the date and time.
3. For a 1-room home, select House Moving 7ft 1 Ton (Add Labor). For a 2-room home, select House Moving 12ft 2 Ton (Add Labor) and add any required labor.
4. Check the cost, and if everything looks fine, click “Next”.
5. In the Add Notes to your driver section, write details about your items and place the order.

It may take 5 to 30 minutes to get a driver.

A Lalamove Business account (sometimes called a corporate or business account) is a specialised account offered by Lalamove that’s designed for business-to-business or business to customer delivery and logistics needs — giving companies more tools, controls, and features than a regular personal Lalamove user account.

To schedule order click the "Now" button right side of pickup location and select your required time and date.

For hassleless delivery providing right pick and drop location is important. You can double check the pickup and dro-poff location by checking map pin while providing address as well as in review order section just before placing order. Even so if you had already placed the order with wrong pick or drop location you can correct it by clicking the three-dot (...) menu and selecting edit order option. If you need to change the pick or drop location after driver arrival, contact your account manager or message help center from your order.

If you can't find your exact pickup or drop off location on Lalamove map, you can select any nearby landmark like mosque, school, hospital etc. You can also reach out to your key account manager or message help center for additional help.

If the assigned driver is far away or you wish to replace the current driver for any reason, you can change the driver by clicking the three-dot (...) menu and selecting “Find a New Driver”, which will assign a new driver. If you need to change the driver second time, contact your account manager or message help center from your order.

Click the three-dot (...) menu on your order and select “Cancel Order”. Important: You can cancel your order within 5 minutes of placing it. After 5 minutes, contact Live Chat for assistance.

Yes. Lalamove offers 30 minutes loading and unloading time for 7 feet trucks and 1 hour loading and unloading time for 12 feet truck. After that extra waiting charges are applicable. For 7 feet truck charges start from 150 BDT and for 12 feet trucks it starts from 250 taka.

The size limit varies depending on the vehicle type you choose. Lalamove doesn't encourage delivering oversized or over weight product than the vehicle capacity.

It will be great if you write the type of product and the picture of product. It will be helpful for the driver and reduce back and forth

Lalamove offers API services for businesses to create orders, track deliveries, and get real-time updates. API access in Bangladesh is typically available through a Lalamove Business account, but you need to contact your account manager to enable it.

For more details: https://www.lalamove.com/en-bd/business/api-solutions

Lalamove API lets businesses seamlessly place point-to-point or multi-stop orders, schedule pickups up to 30 days ahead, get instant quotes, track real-time driver locations, receive status updates via Webhooks or ShareLink, match drivers instantly, cancel within the grace period, access proof of delivery, manage favorite drivers/fleet, and self-register easily.

For more details: https://www.lalamove.com/en-bd/business/api-solutions

Lalamove is a platform that connects business owners or individuals with Lalamove partners. Because we use the concept of partnership cooperation, you are welcome to work fulltime or part time.

Download the Driver Application and press "Sign up now" to complete the registration process. To become a verified driver you must provide a valid Drivers License, Tax Token and Vehicle Fitness Certificate (where available).

Account will be verified within 3 working day after the training is completed.

You will need a vehicle in the list to deliver orders for Lalamove.

The vehicle that you will use to deliver goods on Lalamove does not have to be under your name. This means that you can use a rented vehicle or your friend's vehicle to deliver goods on our platform.

No, sharing of vehicles is not allowed. A vehicle can only be used on one account.

Photographs:

1) Profile Picture

2) NID

3) Driving License

4) Vehicle Tax Token

5) Vehicle Registration Paper

6) Vehicle Fitness Certificate (Truck only)

Yes, all of your documents are kept for internal purposes only.

You may resume your training by logging into your Driver App via your smart phone and continuing from where you had left off.

Online Training will have various videos and slides for you to watch on your own and have 3 attempts to obtain a passing score of 80% or better. In person training will be lead by a Lalamove team member to guide you through the information and answer any questions you have.

We do not charge any fee upon verification.

Cash out can be done on a weekly basis from Monday - 12:00 AM to Sunday - 11:59 PM and payment will be released within Thursday 6:00 PM. The cut-off day will be on every Sunday evening 11:59 PM. The cash-out amount can be updated daily until the cut-off day and time. You will receive your cash-out amount within 1 week.

An indication of the customer’s drop-off location must ALWAYS be visible:
  1. If you are delivering to a residential area, the customer’s flat or unit number should appear in the picture
  2. If the flat or unit number is not available, you can take a picture with the lift document containing the building address
  3. If the lift document does not contain the building address, you may hold the order and take a picture with the customer’s door in the background
  4. If you are delivering to a non-residential area or any building where you cannot go further than the reception, you can take the picture with the identifiable logo (e.g hotel name) in the background
  5. Pictures that do not contain any clear indication of the drop-off location might not be accepted as a valid Proof of Delivery

Kindly follow a step-by-step guide to provide your proof of delivery on the Lalamove Application

 

A small pop-up will appear on the top-right corner to indicate that you will need to submit proof of delivery upon order completion

 

Click either of the two options to upload your proof of delivery

 

 

Upload your photo that you have taken from your camera

• Live Chat: Every day from 10:00 AM to 7:00 PM