FAQs

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

"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. "

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.

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! Simply reach out to your Account Manager and we can work together on connecting the API with your company!

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!

We’ll help you save more with unbeatable corporate perks and rewards, whenever you sign up or top up! Read more about our corporate benefits.

Corporate clients also receive free account management services, as well as ongoing support from our sales and customer service teams.

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 [https://apps.shopify.com/lalamove]. 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

If you register a corporate account, you will be able to access a "Corporate statement" to see the details of your account. You will also be able to request automatic billing, associate multiple different users and obtain expense details for each of them, and obtain credit for your next deliveries.

Lalamove is a 24/7 on-demand delivery app that provides reliable, effective, and affordable delivery solutions. Through dedicated mobile and web apps, Lalamove seamlessly connects users and drivers across the whole of Hong Kong to deliver faster!

We currently deliver throughout Mexico City and the Metropolitan Area. And in the State of Mexico we deliver in Huixquilucan, Metepec, Naucalpan, Tlalnepantla, Texcoco and Toluca.
We hope to reach more cities in Mexico soon!

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.

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 - Sunday: 8am - 8pm

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 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 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.

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!

Of course! Simply go to the "Orders" tab, there you can see the status of the order and its details, as well as the position of the delivery person and the information of the requested addresses. You can also share a tracking link with others.

Of course! Just contact Customer Service via in-app chat.

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 un-assign 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 fee charge will be applied.

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.

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 fee charge will be applied.

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.

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 surcharge 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 at the pick up location of the 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.

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 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

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.

In order for the driver to help load items into the vehicle, or from the car to another requested point, you must check the "Driver's Assistance" option when ordering 4-wheel vehicles (car, van, and truck). This service has an additional cost, which varies according to the estimated loading time. You can review these rates at https://www.lalamove.com/mexico/tarifas

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 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.

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.

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 register an account with your mobile.

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

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 vehicle type you chose!