Frequently Asked Questions – Users

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. Key in the mobile number or email address associated with your Lalamove account to receive OTP then enter the new password.

Alternatively, you can call our customer service team at 6631 8383 to reset your password.

How do I sign up for a corporate account?

Be our member by setting up a business account!

Sign up to:https://www.lalamove.com/en-sg/business or 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?


If you have provided us with an email address upon registering in the app, you will automatically receive an e-receipt each time you complete an order.

To verify, click on the menu bar and select 'Settings'. Ensure that the 'Receive E-Receipts' button is toggled on and make sure that the email address is correct.
If you are still not receiving e-receipts from Lalamove, check your spam or junk folder and remember to mark them as 'Not Spam’ 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?

With an e-wallet, you will be able to enjoy cash-free transactions when delivering with Lalamove.

Tap on the top left option button, go to the wallet and select ‘Top Up’, and select your payment and key in information to proceed.

You may also refer here: https://www.lalamove.com/en-sg/blog/how-to-use-the-lalamove-wallet.

How do I make payment for the delivery?

Pay the driver the exact amount in cash after the completion of order, or go cashless with your Lalamove e-wallet for an easy and fuss-free transaction!

Find out options to make a top-up: https://www.lalamove.com/singapore/en/corporate-account-information.

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 '+Coupon' feature. Key in the promo code, click add and select before placing the order.

Using Lalamove

Placing An Order

How to place an order

  1. Select your pick up schedule.
    ASAP: for an immediate pick up
    Later: for a scheduled pick up
  2. Key in pick up and drop off locations as well as the contact person that the driver should reach out to at each location.
  3. Select your preferred vehicle type.
  4. Enter your name and contact number. You will be prompted to select a payment method (cash or e-wallet).
  5. Click ‘Place order’.

A driver will be matched to you to perform your order!

How to get a quote

  1. Go to https://web.lalamove.com/
  2. Key in your pick up and drop off locations.
  3. Select your preferred vehicle type.
  4. The quote will be shown at the bottom.

How to add multiple stops

Click on the “+ add stop” icon (after the Drop Off location field) to add more stops to your order.

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

Click on the menu bar icon and tap on 'Orders'. Under ‘COMPLETED Order List’, select the order with the associated driver. You can then add the driver into your 'Favorite/Ban' list.

  • Adding a driver to your favourite list allows the driver to view your orders earlier than all other drivers. 
  • Banning a driver prevents the driver from seeing all your future orders in the system.

What does ETA stand for?

ETA stands for Estimated Time of Arrival, which indicates the arrival time of your assigned driver at your pick up location. 

After your driver has picked up the items, the app provides an arrival ETA which indicates the estimated delivery time. 

Please note that ETA times are estimated and not guaranteed. Factors such as heavy traffic and bad weather would affect the travel time.

Editing my order

If you would 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. Additional charges may apply.

Contacting my driver

Under ‘Orders’, tap on ‘ONGOING’ and select the relevant order. Click call or chat function to contact your assigned driver.

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

  • For immediate orders: 50% of the delivery fee is charged if a User cancels 5 minutes after being matched to the driver and/or after the driver arrives at the pickup location.

    For scheduled orders: 50% of the delivery fee is charged if a User cancels 2 hours or less before the order time and/or after the driver arrives at the pickup location.

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 such as vehicle plate number, name, and driver contact number.

Once the driver arrived at your pickup location, confirm that the driver details are correct before handing out the items.

How do I know which vehicle type I need?

You can find a simple guide and detailed pricing here: https://www.lalamove.com/en-sg/all-vehicle-pricing-detail

Motorbike:

Max dimensions: 40cm (L) x 25cm (B) x 25cm (H)

Max weight: 8kg

Examples of delivery: document, small parcels, food

 

Car:

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

Max weight: 20kg

Examples of delivery: flowers, small parcels, food

 

MPV:

Max dimensions: 110cm (L) x 80cm (B) x 50cm (H)

Max weight: 50kg (Max weight of 1 item is 25kg)

Examples of delivery: Bulky items not exceeding above dimensions

 

1.7m Van:

Max dimension: 160cm (L) x 120cm (B) x 100cm (H)

Max weight: 350kg

Examples of delivery: Bulky items not exceeding above dimensions

 

2.4m Van

Max dimension: 230cm (L) x 120cm (B) x 120cm (H)

Max weight: 500kg

Examples of delivery: Bulky items not exceeding above dimensions

 

10ft Lorry

Max dimension: 290cm (L) x 140cm (B) x 170cm (H)

Max weight: 1 Ton 

Examples of delivery: Bulky items not exceeding above dimensions

 

14ft Lorry

Max Dimension: 420cm (L) x 170cm (B) x 190cm (H)

Max weight: 2 Ton 

Examples of delivery: Bulky items not exceeding above dimensions

Cancelling an order

You can still cancel the order within five minutes after placing the order. Click on the upper right option and select cancel. 

Otherwise, please call our customer service team at 6631 8383 to cancel your order.

For immediate orders: 50% of the delivery fee is charged if a User cancels 5 minutes after being matched to the driver and/or after the driver arrives at the pickup location. 

For scheduled orders: 50% of the delivery fee is charged if a User cancels 2 hours or less before the order time and/or after the driver arrives at the pickup location.

Do I pay for parking charges?

No, you do not have to pay for parking charges. The price quoted in the app is the final price, unless you have extra requirements such as wrapping service, moving up a flight of stairs etc. 

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

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

You have provided us with an email address upon registering in the app, you will automatically receive an e-receipt each time you complete an order.

Don’t need e-receipts? Simply deactivate them by clicking ‘Setting”’ in the app and toggling the e-receipt option

Creating an account

How do I create a Lalamove account?

Download the Lalamove app on Appstore or Google Playstore or visit https://web.lalamove.com/ to register for an account. You will need your mobile phone as a verification code will be sent to you.

For corporate customers, please email to business.sg@lalamove.com or sign up here- our Sales Representative will be in touch with you.

My mobile number or email is already in use

You will not be able to sign up for a new account if your mobile number and/or email is already in use. Please use another phone number and email to sign up for a new account or log in with your existing account.

If you cannot remember your password, click ‘forgot password’ to reset your password.

Can I use Lalamove on my computer?

Yes, visit https://web.lalamove.com/ to place orders via web.

Driving with Lalamove

Sign up as a driver with Lalamove

Please see below for driver requirements:

  1. You drive your own or rent a vehicle - motorbike, car, MPV, van or lorry 
  2. You have a valid Driver’s License
  3. You have a smartphone (iOS 11 and above, Android 6.0 and above)
  4. You are a Singapore citizen or permanent resident

Download the Lalamove Global Driver SEA or click here to sign up: https://www.lalamove.com/en-sg/driver. Driver team will reach out to you shortly.

About Lalamove

What is Lalamove's operating hours?

Lalamove is a 24/7 on-demand delivery service, you can place orders anytime!

Our customer service operates 8am - 10pm daily (including public holidays).

Can I deliver large and bulky items?

Yes, you can! Lalamove transports all types of goods from simple documents, valuable items and large, bulky furniture or household appliances.

Visit size specification for more information.

Where does Lalamove deliver to?

Lalamove provides island wide delivery in Singapore. Additional charges apply to 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.

Visit restricted zones fee for more information

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 Lalamove’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 for each subsequent drop off location.

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 for each subsequent drop off location.

What is purchasing service ?

1) Purchasing services is a service which our drivers would help to purchase goods on behalf of the customers under the following conditions :  

  • The price of goods does not exceed S$75 **
  • Item is below 8 kg and within 40 cm x 25 cm x 25 cm (Motorcycle order)
  • Purchases are either goods or services
  • Able to wait for delivery within 2 hours

2) Price of purchasing service : Please refer to the pricing page

3) Lalamove will not be liable for any losses arising from the loss of or damage to the goods or services.

4)  Drivers reserves the rights to cancel the order if the customer's order do not fulfill the criteria as per clause 3.13.1.