FAQ

Lalamove delivers to Taipei, New Taipei, Taoyuan, Keelung, Hsinchu, Taichung and Kaohsiung city.

Cross-regional delivery scope:

Taipei, New Taipei (Qiaoban, Sanchong, Zhonghe, Yonghe, Xindian, Xinzhuang, Luzhou, Xizhi, Tucheng, Danshui, Bali, Wugu, Shulin, Taishan, Shenkeng, Sanxia, ​​Linkou, Yingge), Taoyuan, Keelung, Hsinchu, Miaoli, Yilan, Taichung, Changhua, Yunlin, Chiayi, Tainan, and Kaohsiung Pingtung (except Taitung, Hualien, Nantou and outlying islands).

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.

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.

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!

The current purchase service fee in Taiwan is $25TWD, which will be added to the order bill.To select this, please select the Help Buy service in the add on section when placing your order and you may also note down in the notes section to let the driver know what items you would want the driver to help you buy

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

Our customer service time are as follows:
Monday - Friday: 8am - 9pm
Saturday, Sunday and Public Holidays: 8am - 8pm

Service Description of intercity vehicles
Q1:What is intercity vehicles service

A1: When the pickup location is in a different service area from any halfway stop or pickup location, the system will recognize it as a "intercity" service.

*The APP version will have special symbols to indicate intercity vehicle types, and the web version will display more intercity vehicle types.

*Taipei, New Taipei, Keelung, Taoyuan, and Hsinchu are the same service scope, and mutual delivery is not an intercity service.

Q2: How do I place an order if I want to send it from the A service area to the B service area and then back to the A service area?

A2: Divided into two steps

Step 1. The delivery from service area A to service area B is an intercity service, so you need to enter the addresses of the two cities of A and B when placing an order.

Step 2. When the return journey and the starting point are in the same service area, you need to add "Return Fee" to send back to the starting point city.

*Taipei, New Taipei, Keelung, Taoyuan, and Hsinchu are the same service scope, and mutual delivery is not an intercity service.



Q3: What is the return fare? How to add an election?

A3: If you need to send from city A to city B and then back to city A, you need to check the return fee in "Special Demand Services", and the return location needs to be written in the remarks to inform the driver. The return fee is calculated as "(Starting price + mileage price) ×N%”.

The bonus ratios for each vehicle type are as follows:

Motorcycle 95%; van (semi-vehicle) 95%; van (full vehicle) 90%: 1.752-ton truck 90%; 3.49-ton truck 85%

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 adding a thermal bag, Help Buy service 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 aways.

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 ot 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.

same as how to contact my driver

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.

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 fo the delivery at 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 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.

We care about your delivery experience, after the order has been completed, you will be prompted to rate the driver. If you would like to rate driver at a later time, simply just go back to the order page.

If you would like to rate driver at a later time, simply just go back to the order page and click on the pencil icon next to the rating.

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

There is no maximum number of orders per day! You may place as many order as you want everyday!

If you would like to check on the photos uploaded by the driver, click on the order. 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 will be subject to 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 minutues 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.

If the delivery has been confirmed by the driver and a cancellation is made while the driver is on the way to the location or when the driver has already reached the location, 50% of the order bare fare will be applied.

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

Each order is calculated based on your requirements for that order, such as the vehicle type, add-on services, and also the distance between your pick-up and drop-off locations.

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

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

Go cashless with your Lalamove e-wallet for an easy and fuss-free transaction! Or you may pay the driver the exact amount in cash after the completion of order.

You may also use the following online payment methods to settle your order:

You may select your payment method at the order confirmation page

To use your Lalamove wallet, simply change your payment method to "Online Payment" and place order. You will then be redirected to the page to select your preferred online payment method using the Lalamove wallet

To top up your wallet, simply go to the Wallet section on your account and click on "Top Up". You may then select one of the top up plans listed in the top up screen.

Once selected the top up plan, you will be redirected to add your payment method to pay for the top up request

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 assit you in the verification and troubleshooting

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!

If you need to withdraw the money from the Lalamove wallet, please kindly contact to our Customer Service Team and prepare the information including email address and the amount of withdrawing.

Activate the "Receive E-receipts" function under your setting page in order to get the e-receipts for each order. Kindly input in your email address to opt in to get the e-receipts.

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 PDF.

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 PDF.

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

1. Go to Lalamove website or User app
2. Submit E-Tax invoice request form
3. User will get the confirmation email stating that his/ her request has been submitted
4. User will get E-Tax invoice on the specific cycle that is stated on the website or User app

Remark:
- E-Tax invoice will be sent in PDF file with a digital signature
- The document will be delivered via a registered email address
- User can request for E-Tax invoice within 7 days from the date of delivery

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.

Alternative, 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 make take the necessary actions to fix this.

If you face any unforeseen issues with the ongoing delivery and 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 would want 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.

If there are other matters you will need to contact the driver but unreachable, please contact our Customer Service Team for further assistance.

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

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 highly 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 procedurs

Unfortunately, we do not deliver passengers or pets. 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

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

Please refer to the below for the size and weight limitation

If you would like to reissue Duplicate/ Triplicate Uniform Order Invoice, or have not received Triplicate Uniform Top Up Invoice; please kindly fill in the form included in the link . Once our staff have received your request, the invoice will be sent to you via email within 3 to 5 working days.

(Please be advised that if any of the information provided via the form is incorrect, invoices might not be able to be issued and no notification will be sent informing about this matter. If you wish to resubmit the form, please kindly access the link again.)

Driver usually contacts recipient upon arrival to confirm drop-off, please pay attention to calls when driver is near.

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

Be our corporate member by setting up a business account! Sign up today!

Please contact our customer service team for further assistance

Yes! We help lots of businesses with large quantities of deliveries. If you're looking for automated solutions then our API technical solution seamlessly links our delivery software with your systems to automate the scheduling of orders.

Tell us more and our friendly and professional sales team will be in touch with you shortly. 

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!

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.

You will need to activate the "Receive E-receipts" function under your setting page in order to get the e-receipts for each order. Kindly put in your email address to opt in to get the e-receipts

Yes we may issue receipts and tax invoiced on behalf of your company, simply contact our Customer Service Team and our team member will be able to process it for you.

Simply contact your account manager and they will be able to add your teammates to have access to the corporate account

Multiple users can be tagged under one corporate account, keeping everyone on the same page with transparent access to information.

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.

Lalamove helps businesses from a wide variety of industries with their delivery needs. From F&B and eCommerce to retail, furniture, construction and many more, we've got the delivery solutions and the fleet of vehicles on standby that you need to help grow your business.

Reduce operational costs:

Without your own fleet of vehicles and team of drivers, you get to save on the vehicle purchasing cost, the vehicle maintenance fees and overheads that come with employing drivers on a full- or part-time basis. Save more when you deliver only when you need to!

Save more with multi-stop!

Our multi-stop feature allows merchants to drop off their goods at up to 20 different locations within one trip! The reduction of mileage and effort translates to lower operation costs, allowing us to keep delivery fees low for you.

Save hassle with API (Application Programming Interface)

Forget about submitting your orders manually to us. Our automated system links your interface with ours, so that orders can be processed when they come in, 24/7!

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

Please refer to the here for the size and weight limitation

Yes, once you’ve signed up for a Lalamove corporate account, we’ll furnish you with a monthly statement at the end of every month that tracks all your credit payments.

Yes, we are integrated with Shopify and WooCommerce. For Shopify, please install the Lalamove Shopify app here . For WooCommerce, please reach out to us at channelpartnerships.fd@lalamove.com

Our API features include:
1) Usable within Southeast Asia & Latin America
2) Seamless order placement from your backend system to ours
3) Place both point-to-point and multi-stop orders
4) Place orders immediately or schedule a pick-up time up to 30 days in advance
5) Instant quotation that shows the breakdown for the distance and delivery fees
6) Supports order cancellation
7) Obtain auto-update of delivery status easily and promptly through Webhook
8) ShareLink to share delivery status updates to 3rd party
9) Instant driver matching
10) Retrieve real-time driver location
11) Easy self-registration to use our API
12) Proof of delivery (POD)
13) Corporate Fleet to manage 'Favorite Drivers Only' and 'Favorite Fleet First'

Yes, our API allows you to place multi-stop orders by adding drop-off points and relevant contact information. You can add up to 16 drop-off points and 1 pick-up point. However, please note that the sequence in which you list the stops will be the route the driver adopts.

Our API is able to proactively provide status updates with Webhook - a feature which enables notifications for you whenever there is a key event so you can receive information easily, effortlessly and promptly. Currently we notify you for 4 different events : When the order status changes ; When the wallet balance changes ; When the order amount is adjusted (eg. tips, fee adjustments) ; When the same order is re-submitted

You can reach us at partner.support@lalamove.com or through our LiveChat positioned at the bottom right in https://partnerportal.lalamove.com

Lalamove is an on-demand delivery app that matches drivers to customers. Drivers are able to view and choose the orders that they wish to deliver. Drivers are able to take as many or as few orders as they choose at any time of the day, you choose when you work! 

Drivers earn different amounts per week depending on how many deliveries they make. Drivers can choose to make as many or as few deliveries as they wish.

Simply enter your phone number on the form on the Driver page and follow the next steps to become a Lalamove driver. 

Your account will be verified within the same day after the training has been completed and the deposit has been received.

You will need a vehicle that matches with the vehicle type list to deliver orders for Lalamove.

You can only use one vehicle to deliver orders with Lalamove.

No, you must own your own vehicle and hold a valid driving license to join us.

No, one vehicle can only be assigned to one account at a time.

We take data protection seriously. All driver's personal details are protected in accordance with the Personal Information Protection Act.

You can open Lalamove driver APP to reschedule your training session.

We’ll charge a one-time activation fee of NT$300 in order to verify your Lalamove driver account.

Open the Lalamove driver APP,  goes to My Wallet and click Cash-out. You will receive your cash-out amount on the following Wednesday.