FAQs

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How to Download
Where do I download the Lalamove User app?

The Lalamove User app is available on both the App Store and Google Play Store, and can be downloaded on any Android or iOS device.

Placing an Order
Where does Lalamove deliver?

Lalamove currently delivers in the Dallas-Fort Worth metroplex, Chicago, and Houston.

Placing an Order
When can Lalamove deliver?

Lalamove operates 24/7, so businesses can place an order anytime they need something delivered. We specialize in on-demand and same-day delivery, matching you with nearby delivery drivers in just a matter of minutes. Use our app to handle all your deliveries, any time and any day of the week.

Placing an Order
Does Lalamove deliver large or odd-sized items?

Yes, as long as the item(s) you are delivering can fit appropriately in the vehicle type you select, we can deliver your items.

Placing an Order
Am I able to make changes to an order after it has been placed?

An order may be cancelled within 5 minutes of a driver accepting your order, but you will need to create a new order if you would still like your item delivered on the Lalamove platform.

Placing an Order
What should I do if I encounter fraud deliveries or if my parcels get lost or damaged?

Lalamove is not responsible for lost, stolen, or damaged items. If there are any issues with an ongoing pending delivery, you may contact a Lalahelper within your app to discuss any further issues you may have.

 

Placing an Order
How do I cancel an order if I no longer need it delivered?

For immediate orders, you can cancel anytime within 5 minutes of a driver accepting your order for delivery. This action can be done through the order screen on your app. For scheduled orders, you may cancel anytime between placing your order and up to 25 minutes after a driver accepts your order. This cancellation can also be done within the order screen on the Lalamove user app.

Payment & Pricing
How much does Lalamove charge?

Please visit our pricing page for a full breakdown of costs.

Payment & Pricing
Can I get e-receipts for my orders?

In order to receive e-receipts on the Lalamove platform, activate the "e-receipts" function in the app. The e-receipt will be sent to your registered email address once the order is completed. Don't want to receive e-receipts? Deactivate the function by clicking 'Edit Profile' and toggle the e-receipt option.

Payment & Pricing
How do I make a payment?

You can pay by credit or debit card in your Lalamove app. You can also add money to your e-wallet and top up for your convenience.

Payment & Pricing
Are there any additional fees or charges for my delivery?

Additional charges may be added to the trip at the user’s request. Some of those charges include:

  • Return Trip: A return trip will be defined as any order that has to be taken back to the original pick up location.  The cost for the return will be 50% of the total original fare cost.
  • Unloading/Loading Help: You may request unloading and loading help when placing an order.  The cost for unloading/loading will be an additional $15 to your total cost.

Any other additional fees or costs to the delivery will be clearly shown in the app within your order history.

 

COVID-19 Protocols
Can I request contactless delivery?

In line with national efforts to maintain social distancing, all deliveries will be made contactless where possible. Customers can leave additional notes to communicate any contactless delivery instructions with their delivery driver. Our drivers have been instructed to drop off your goods and maintain a safe distance away while waiting for you.

Placing an Order
Can I track my order?

Lalamove lets you track your order in real-time, giving you your driver’s status and a notification when your delivery has been completed.

If you’re sending items to somebody else, you can even share the tracking information with them so they know when to expect the delivery.

Become a Driver
What are the steps for me to become a Lalamove driver?

In order for you to become a Lalamove driver partner, you must download the Lalamove Driver app from the App Store or Google Play Store. When the app is downloaded and opened, click “Sign up now” and follow the steps to provide your personal and vehicle information. You will be notified along the process and when your account is verified. Once verified, you will be able to begin taking orders.

Become a Driver
What kind of vehicles can be registered on Lalamove?

All sedans, hatchbacks, SUVs, pickup trucks, and cargo vans that are no more than 20 years old.

Become a Driver
How do I download the Lalamove Driver app?

The Lalamove Driver app can be found on the App Store for iPhones and the Google Play Store for Androids.

Become a Driver
How do I obtain a Lalamove Decal for my vehicle?

You can request a Lalamove Decal in your profile tab in your Lalamove Driver app or by contacting customer service. You can find the number for your respective customer support team here. Decals will also be installed at Lalamove pop-up events held in each of our cities.

Driver Account Info
How do I update my bank information?

In order to update your bank information you must navigate to your Lalamove Driver app and click on the “My Wallet” tab in the side menu bar. From there you will see a tab for “Bank Details” where you can update your routing and account number at any time. 

Driver Account Info
How do I update my mobile number?

You will not be able to update your mobile number within the Lalamove Driver app. Please reach out to our customer support team to request an update of your mobile number. You can find the number for your respective customer support team here.

Driver Account Info
Can I have the Lalamove Driver app on more than one phone?

Yes, you can have the Lalamove Driver app on more than one phone. However, you can only be “On Duty” on one phone at a time.

Driver Account Info
How do I reset my password?

In order to reset your password, you will need to open the Lalamove Driver app and click on “Forgot Password” on the sign-in screen. From there you will be prompted to input the phone number associated with your Lalamove Driver account and will receive a text message with a verification code. You will be able to change or update your password through this screen. After confirmation, you will be able to log in with your new password.

Driver Account Info
How do I update my vehicle information?

You will not be able to update your vehicle information within the Lalamove Driver app. In order to update your vehicle information, you will have to reach out to our customer support team. You can find the number for your respective customer support team here.

Driver Account Info
How do I upload more than one vehicle onto the Lalamove platform?

Only one vehicle is permitted on the Lalamove Driver app at a time. In order to upload another vehicle onto the Lalamove platform please reach out to our customer support team. You can find the number for your respective customer support team here. Please have a clear picture of your insurance and vehicle registration handy.

Make a Delivery
What do I do if I suspect I have an illegal good?

If you suspect an order you are carrying contains illegal goods, please go to your nearest Police Department to file a report. Once a police report has been filed, please reach out to our customer service team. You can find the number for your respective customer support team here.

 

Make a Delivery
Can I make more than one delivery at a time?

Your deliveries may have multiple stops but you will only be permitted to deliver for one client at a time.

 

Make a Delivery
What do I do if I am unable to deliver a package?

If you are unable to deliver a package please return the package back to the pickup point and alert our customer service team. You can find the number for your respective customer support team here.

 

Make a Delivery
How will I be notified of a new order?

You must be logged onto your Lalamove Driver App in order to see all new orders. You will receive a push and sound notification when new orders are generated. All orders can be seen on the “Take Orders” tab in your Lalamove Driver App.

Make a Delivery
How does the platform’s digital delivery signature work?

The digital delivery signature will be applicable in the app if requested by the customer. It will pop up once the delivery has been delivered.

Make a Delivery
What do I do if my goods were stolen?

If your goods were stolen, please be sure to alert your local Police Department to file a police report. Once you have done so, please contact our customer service team. You can find the number for your respective customer support team here.

 

Make a Delivery
How are the prices determined?

The prices are determined by the distance between the pick-up and drop-off point.

Make a Delivery
Can I accept multiple orders?

Yes, you can have a max of 3 orders at once. You are allowed one immediate order and 2 scheduled orders at a time.

Make a Delivery
What information can I view after I have accepted the order?

Once you accept an order, you will be able to see the customer’s delivery address and phone number.

Make a Delivery
How do I contact the customer?

When you press the "Take Order" button, the booking will be awarded to you. Inside the booking details you will see the name and contact number of the client. Next to that information you will see a "Call now" button. It will direct you to the dialer and will automatically call the client.

Make a Delivery
How do I cancel my order?

Orders cannot be canceled within the Lalamove Driver App. In order to cancel your order please contact our customer support team. You can find the number for your respective customer support team here.

 

Make a Delivery
How do I rate my customers?

Your order must be fully completed prior to rating your customer. After your order has been completed, click on the “Records” tab within your Lalamove Driver app. You will be able to see your past 40 orders. Click on the order of interest and rate accordingly.

 

Payment
How does the cashout process work?

In order to cash out you must have a minimum of $20 in your wallet. You may cash out as many times as you’d like. The most recent cash out will be deposited into your bank account.

 

Payment
My transfer is not showing in my bank account. How do I receive my earnings?

If your earnings have not been deposited, please contact our customer service team for further review. You can find the number for your respective customer support team here.

Additional Support
How do I get in contact with the customer support team?

You can find the number and operating hours for your respective customer support team here.

General
Do I have to set up a contract to use Lalamove for my business?

We don’t believe in contracts, we believe in quality delivery service without strings attached. We don’t need to tie you down to keep you delivering with us, our deliveries speak for themselves!

General
What is Lalamove’s commission rate for deliveries?

As part of our mission to empower and support small businesses, we take zero cuts from delivery. All profits from orders placed go right back into your business! While other delivery platforms may take up to a 30% cut from your order, we believe in fair and transparent delivery costs with no commissions.

 
General
Can my customers order directly from my business through the Lalamove app?

Lalamove does not offer an in-app marketplace for users to order from, so your customers need to place their orders directly through your business (either online, via phone, etc.). When the orders have been placed, you can schedule deliveries for them through our app.

 
General
Are Lalamove drivers trained?

We conduct thorough background checks on each of our Delivery Partners before we train and onboard them. You can trust that your deliveries are always safe in the hands of a Lalamove Delivery Partner!

 
General
What is Lalamove's insurance policy for my items?

Lalamove handles all our deliveries with the upmost care. However, we do offer insurance in case of an accident or other event. Corporate clients are protected up to $250 for sedan or SUV deliveries and $500 for pickup or cargo van deliveries. Non-corporate clients are protected up to $100 for sedans and SUVs and $250 for pickups and cargo vans.

In the unlikely event that your item is lost or damaged during delivery, please complete the following steps and our team will work to resolve the issue as soon as possible:

 

  1. If there is a loss or damage to goods during delivery, please contact support.us@lalamove.com within two business days after completion of delivery.

  2. If the item is damaged, please submit visual evidence of the damage via photos/videos, as well as proof of value of the item, including the original receipt, invoice, or other documentation.

  3. If the item was lost, please include details of the delivery, as well as proof of value of the item. 

Ready to book a delivery now?

Download the app to start delivering with us.