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 sign up for a corporate account?

Please email to business.sg@lalamove.com to enquire more about the setup of a corporate account. A representative will be in touch within 3 working days to answer your queries.

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 business.sg@lalamove.com to learn more about signing up for a corporate account.

How do I make payment for the delivery?

Please prepare exact cash for the delivery. For business users who prefer to use our digital wallet, please email to business.sg@lalamove.com to enquire more about the corporate account.

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

  1. Select your preferred vehicle type.
  2. Key in pick up and drop off location as well as the contact person that the driver should reach out to at each location.
  3. Choose whether you'd like to deliver immediately or schedule for a delivery.
  4. 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

  1. Go to https://pro.lalamove.com/sg/en
  2. Select your preferred vehicle type and key in your pick up and drop off location.
  3. 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 8am to 10pm daily (including Public Holidays).

We do not guarantee we would be able to make the changes on your order after it has been placed. In addition, charges may apply to your editing requests.

Contacting my driver

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

I need to cancel an order. Will I be charged a cancellation fee?

  • For immediate orders: $2 is charged if a User cancels 5 minutes after being matched to the driver.
  • For advance orders with delivery on the same day: $2 is charged if a User cancels 60 minutes or less before the pickup time.
  • For advance orders with delivery not on the same day: $5 is charged if a User cancels 60 minutes or less before the pickup time.
  • For driver who is on the way to order destination: Driver will call to confirm the order prior to departing. If delivery is confirmed with the driver then and a cancellation is made when driver is on the way to the location or when driver has already reached the location, 50% of the order fee charges will be applied.

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.

How do I know which vehicle type I need?

Please refer to the following dimensions to determine a suitable choice of vehicle for your needs.

Max dimensions for motorbike:

40cm (L) x 25cm (B) x 25cm (H)

Examples of delivery: Document, small parcels, food
Max weight: 8kg

Max dimensions for car: 70cm (L) x 50cm (B) x 50cm (H)

Examples of delivery: Flowers, small parcels, food
Max weight: 20kg

Max dimensions of 1.7m van: 160cm (L) x 120cm (B) x 100cm (H)

Examples of delivery: Bulky items not exceeding above dimensions

Max dimensions of 2.4m van: 230cm (L) x 120cm (B) x 120cm (H)

Examples of delivery: Bulky items not exceeding above dimensions

Max dimensions of 10ft lorry: 290cm (L) x 140cm (B) x 170cm (H)

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

Examples of delivery: Bulky items not exceeding above dimensions

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 visit https://pro.lalamove.com/sg/en or call our customer service team at 6631 8383 for price inquiry.

Are there any surcharges I have to be aware of?

For a comprehensive list of charges, please visit https://www.lalamove.com/singapore/en/pricing

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 drop us an email at info.sg@lalamove.com or contact us at 6631 8383.

Can I use Lalamove on my computer?

Yes you can! Head to https://pro.lalamove.com/sg/en 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.

Once you download the app, our driver team will get in touch with you shortly.

About Lalamove

What is Lalamove's operating hours?

The Lalamove app operates 24/7 all year round, so you can place an order anytime!

For delivery enquiries, our customer service team operates from 8am to 10pm daily, including public holidays.

Can I deliver large and bulky items?

Sure! Select the Full Vehicle option in the app and choose from a 1.7m van, 2.4m van, 10ft lorry, or 14ft lorry for your delivery. Make sure you select the appropriate number of extra helpers in case of bulky deliveries. You may refer to https://www.lalamove.com/singapore/en/pricing for more details.

Where does Lalamove deliver to?

Lalamove delivers from and to any location within Singapore. An additional charge applies for restricted zones such as Jurong Island, Jurong Port, PSA Ports, SATS, Aerospace zones, Shipyards, Airline Road, Airport Cargo Road, Airport zones, ALPS Ave, Camps, Checkpoints, Construction sites, and Supply bases.

Are there delivery restrictions on Lalamove?

Fragile items (such as cupcakes, musical instruments, glassware) and items requiring assembly are not recommended for delivery on the platform. Lalamove will not be liable for damages related to such deliveries. For additional details on these items please refer to point 6. Exception to Lalamoveโ€™s liability https://www.lalamove.com/singapore/en/terms-conditions

When will my items be delivered?

For motorcycle and car orders, your items will be delivered within 1 hour after your scheduled pickup time for a single delivery location and additional 30 minutes per extra location. Return-trip delivery promise will be within the day of order pickup.

For van and lorry orders with no moving services, deliveries will be completed within 2 hours for a single delivery location and additional 60 minutes per extra location. Return-trip delivery promise will be within the day of order pickup.

Is there insurance coverage on my delivery?

Lalamove provides insurance coverage of up to S$200 per order, regardless of the number of stops, subjected to further consideration. Kindly email to info.sg@lalamove with your claims information within 24 hours of the delivery completion time. Claims submitted after the stipulated time-frame will not be entertained.