Frequently Asked Questions

Account & Payment

I forgot my password. What do I do?

Reset your password by clicking on 'Forgot Password' at the bottom of the login page. You will have to enter a mobile number or email address associated with your Lalamove to verify your identity. Alternatively, you can call our customer service team at 6631 8383 to reset your password.

How do I receive e-receipts on orders?

Click on the menu bar and select 'Settings'. Ensure that the 'Receive E-Receipts' button is toggled on. You will now be able to receive an e-receipt after a delivery trip is completed!

If you are still not receiving e-receipts from Lalamove, do check your spam or junk folder and remember to mark them as 'Not Junk' so your e-receipts in future will be sent to your inbox! You can also email to info.sg@lalamove.com with your Order ID to get an e-receipt.

What does the e-wallet do? How can I activate it?

The e-wallet feature is currently available for corporate customers only. With an e-wallet, you will be able to enjoy cash free transactions when delivering with Lalamove.

Please contact us at info.sg@lalamove.com to learn more about signing up for a corporate account.

How do I pay for my delivery?

Only cash payment is accepted.

I have a promo code. Where do I key it in?

Once you have confirmed the order details, the app will prompt you to click 'Next'. Following this, you will be able to see a '+ Promo Code' feature - do key in your promo code before placing the order.

Using Lalamove

Placing An Order

How to place an order

  • Select your preferred vehicle type.
  • Key in pick up and drop off location as well as the contact person that the driver should reach out to at each location.
  • Choose whether you'd like to deliver immediately or schedule for a delivery.
  • Enter your name and contact number and tap on 'Next'. You will be prompted to select a payment method (e-wallet function valid for corporate customers only) and to place an order.

The system will then automatically match you to a driver who is available to perform the delivery.

How to get a quote

Select your preferred vehicle type and key in your pick up and drop off location. A quote will be shown at the bottom.

How to add multiple stops

Tap on the '+' icon (beside the Drop Off Location field) to add more stops to your order

How to add a driver into your favorite list/ban a driver

Click on the menu bar icon and tap on 'Records'. Select the order with the associated driver. You can the driver into your 'Favorite/Ban' list.

  • Adding a driver to your favorite list means that a driver would be able to view your orders earlier than all other drivers.
  • Banning a driver means that he/she will not be able to see orders that you place in the system going forward.

What does ETA stand for?

ETA stands for Estimated Time of Arrival, which is indicative of the duration before the assigned driver arrives at your pick up location.

After your driver has picked up the items, your app provides an ETA for when your driver should arrive at the final drop off location.

Please note that ETA times are estimated and not guaranteed. A variety of factors like heavy traffic and bad weather can impact travel time.

Editing my order

If you'd like to edit details on your order, please call our customer service team at 6631 8383, available anytime between 9am to 10pm daily (including Public Holidays).

Contacting my driver

Click on the menu bar icon and tap on 'Records'. Select the order and tap on 'Call Driver'.

Cancelling my order

You can cancel your order within 5 minutes of placing it

To cancel within 5 minutes of order placement:
Tap and hold the cross icon till the cancel order dialouge appear. Tap on 'Cancel Order'.

To cancel after 5 minutes of order placement:
Call our customer service team at 6631 8383 to cancel your order.

A cancellation fee applies under the following scenarios:

  • Immediate Orders: Cancelled 5 mins after order is matched
  • Same Day Delivery (Pick Up within 1 hr): Cancelled 20 mins before pick up
  • Same Day Delivery (Pick Up > 2 hrs): Cancelled 60 mins before pick up
  • Next Day Delivery: Cancelled 60 mins before pick up
  • For All Orders: Cancelled when driver has reached pick up point

During an order

How to identify a driver

After your order is matched to a driver, you will be able to see the driver details (like vehicle plate number, name, and driver contact number).

Once driver arrives at your pickup location, confirm that the driver details is a match. Our drivers typically will ask for your name before picking up the items.

Cancelling an order

Please call our customer service team at 6631 8383 to cancel your order. A cancellation fee may be applied.

Do I pay for parking charges?

No, you do not have to pay for parking charges. The price quoted in the app would be the final price, unless you have extra requirements like wrapping service, moving up a flight of stairs etc. Please call our customer service team at 6631 8383 for price inquiry"

Are there any surcharges I have to be aware of?

There is a public holiday surcharge & CBD surcharge to take note of.

The public holiday surcharge is implemented on the eve of a public holiday and actual public holiday. Motorbike and car orders have a surcharge of $2, while van and lorry orders have a surcharge of $5.

The CBD surcharge is implemented for orders that are within the CBD zone. $5 is charged to the order.

All surcharges will be shown in the app's quoted price before you confirm the order.

After an order

Rating a driver

Rate your driver to let us know how your delivery experience went. We do follow up with bad ratings to ensure quality is maintained for all users. Your driver will be able to rate you too! Don't worry, ratings are completely anonymous and will not be revealed.

Getting an e-receipt

Click on the menu bar and select 'Settings'. Ensure that the 'Receive E-Receipts' button is toggled on. You will now be able to receive an e-receipt after a delivery trip is completed!

If you are still not receiving e-receipts from Lalamove, do check your spam or junk folder and remember to mark them as 'Not Junk' so your e-receipts in future will be sent to your inbox! You can also email to info.sg@lalamove.com with your Order ID to get an e-receipt.

Creating an account

How do I create a Lalamove account?

Download the Lalamove app or head to lalamove.com (for desktop/laptop) and register for an account. You will need your mobile phone with you as a verification code will be sent to you.

For corporate customers, please email to business.sg@lalamove.com with your delivery volume and enquiries - our business development representatives will be in touch to assist with your queries.

My mobile number or email is already in use

If you are unable to sign up for a new account as your mobile number is already registered, please contact us at 6631 8383.

Can I use Lalamove on my computer?

Yes you can! Head to lalamove.com to access our webapp and place orders.

Driving with Lalamove

Sign up as a driver with Lalamove

Sign up as a driver with Lalamove

If you have a motorbike, car, van or lorry, you can join the Lalamove platform as a driver to earn more! Simply download the Lalamove Driver app from the link here: https://goo.gl/P8uhBx.

For more enquiries, please call our customer service team at 6631 8383, or click here.

About Lalamove

What is Lalamove's operating hours?

You can place an order on the Lalamove app anytime!

For delivery enquiries, our customer service team operates from 9am to 10pm daily (including public holidays).

Can I deliver large and bulky items?

Yes! Select the Full Vehicle option and choose from 1.7m van, 2.4m van, 10ft lorry, or 14ft lorry for your delivery. Please take note of the vehicle dimensions to ensure your items fit well.

Does Lalamove really deliver to any location in Singapore?

Yes we do! Please note that additional charges apply for retricted zones such as Jurong Island, Jurong Port, PSA Port, SATS, Aerospace zones, Shipyards, Airline Road, Airport Cargo Road, Airport zone, ALPS Ave, Camps, Checkpoints, Construction sites, and Supply bases.

Are there delivery restrictions on Lalamove?

Fragile items (such as cakes and glassware) are not recommended for delivery on Lalamove. Similarly, items that require assembly services are not recommended for delivery as our drivers are not professionally trained. Lalamove will not be liable for damaged relating to such deliveries.

When will my items be delivered?

Once an order is placed for immediate delivery, your items will be delivered within 55 min after your assigned driver picks up the items.

For van and lorry orders with moving services, your delivery will be completed within 2 hours.

How do I know which vehicle type would be suitable for my delivery needs?

Do ensure that your items are within the dimensions stated for each vehicle type.

Max dimensions for motorbike: 40cm (L) × 25cm (B) × 25cm (H)
Examples of delivery: Document, small parcels

Max dimensions for car: 50cm (L) × 50cm (B) × 50cm (H)
Examples of delivery: Flowers, food

Max dimensions of 1.7m van: 160cm (L) × 120cm (B) × 100cm (H)
Examples of delivery: Bulky items not exceeding dimensions stated

Max dimensions of 2.4m van: 230cm (L) × 120cm (B) × 120cm (H)
Examples of delivery: Bulky items not exceeding dimensions stated

Max dimensions of 10ft lorry: 290cm (L) × 140cm (B) × 170cm (H)
Examples of delivery: Bulky items not exceeding dimensions stated

Max Dimensions of 14ft Lorry: 420cm (L) × 170cm (B) × 190cm (H)
Examples of delivery: Bulky items not exceeding dimensions stated

Is there insurance coverage on my delivery?

Yes, we do provide insurance coverage. Claims are subjected to further consideration from our insurance provider, and have to be submitted within 24 hours of the delivery completion time to be valid. For more enquiries, email to info.sg@lalamove.com.