User FAQ

Account and Payment Issue

Forget my password

If you forget your password, you can press "Forget password" in the login page and choose either using Email or mobile phone number to reset password.

If you choose to reset password by email, you will receive a password reset notification email after several minutes. Click the link inside the email to reset password.

 

Not receving E-receipt

If you haven't received E-receipt, please check whether the email has been sent to "Spam" or "Trash" section. If that's the case, please kindly help to set this email as " Not Spam".

You can always update the email address for e-mail receipt. Go to "Settings" in user app,  click "Edit" above the E-receipt section and update E-mail address accordingly.

How to use"My wallet" ?

In order to activate "My wallet" function, please contact us to become corporate clients.

If you are already a corporate client, please read the following instruction: link.

Cash Payment

Please choose "Cash" as payment method when placing an order.

Using Lalamove promo code

Click "Add Promo Code" and type in the code, our system will automatically apply the offers to the order

Service Instruction

Place Order

How to place order?

  1. Choose vehicle type (Motorcycle, Van, Truck)
  2. If you have activated GPS in your mobile device, our system will set your current location as pick-up point by default. You can also input pick-up address ( Floor, Building name, Contact person and etc.) 
  3. Input delivery destination by similar method as above.
  4. Select special request (e.g. Lalabag, Prepaid, moving service etc....)
  5. Choose "Immediate Order" or " Scheduled Order" 
  6. Input order contact person information, please also type in remarks if any.
  7. Select "Payment menthod" and click " Next" , our system will starting matching your order with drivers.


詳細圖文使用教學

How do I know the order price?

After you have input pick-up location, drop-off location and select desired special requests, the system will display the total order price.

Schedule orders

If you want drivers to pick up your orders from 30 minutes after, you can select "Schedule orders" and choose the desired date and time.

How to set multi-node delivery

You can click the "+" next the address to add more stops. Maximum 20 stops can be added in single order.

Please refer to this link to know more: Instruction

How to use "My fleet" ?

After choosing "Immediate" or "Scheduled" order, you can select "My fleet option" in the contact person page.

(My fleet drivers will be able to view your orders in advance, but orders will be dispatched to all drivers in the platform if n my fleet drivers pick up your orders within certain period of time.)

 

Know more about how to add drivers to my fleet? Please click here: Instruction

What does the time appear next to vehicle icon after order match mean?

After an order has been matched, the time appears next to the vehicle icon means how long will the drivers to arrive at the pick-up point.

After the drivers have picked up the orders, the time appears next to the vehicle icon means how long will the drivers to arrive at the drop-off point.

*Actual delivery time might be affected by traffic condition, route, weather and other uncontrollable factors. The time shown is for reference only.

How to edit orders?

If the order hasn't been matched, you can cancel it and place the order again.

If the order has already been matched with driver, please contact 02-2749-5155 for editing.

If it's out of office hour, please go to "About us" in the app, then click "Report issues" and input your editing requests to us.

You can also send email to cs.tw@lalamove.com, our customer service representatives will handle them during office hour

How to contact order drivers?

Navigate to the order list and click into the desired order, then click " Contact driver" to call him/her directly.

 

How to cancel orders?

You can cancel orders during driver matching or within 5 minutes after driver match

Cancel orders during matching
You can cancel orders by long pressing the "Cancel" button

Cancel orders within 5 minutes after match
Click the "Cancel" button on the upper right corner and confirm cancellation. 

Cancel orders 5 minutes after match
Please contact02-2749-515 to cancel orders that are matched for over 5 minutes. To protect the interest of clients and driver partners, you can not able to those orders yourself. 

If orders have been cancelled after the drivers have arrived at the destination, half of the order price will be charged.

Order Matching

How to identify my order's driver?

After the orders have been matched with drivers, you can see drivers,' icon and license plate number in the app interface. After the drivers have arrived, you can also ask for the license plate and driver app order interface in order to verify the driver is actually the one that matched your orders.

Cancel orders

You can cancel orders during driver matching or within 5 minutes after driver match

Cancel orders during matching
You can cancel orders by long pressing the "Cancel" button

Cancel orders within 5 minutes after match
Click the "Cancel" button on the upper right corner and confirm cancellation. 

Cancel orders 5 minutes after match
Please contact02-2749-515 to cancel orders that are matched for over 5 minutes. To protect the interest of clients and driver partners, you can not able to those orders yourself. 

If orders have been cancelled after the drivers have arrived at the destination, half of the order price will be charged.

After order completion

Driver rating

After the orders have been completed, you and drivers can rate each other. We value the ratings to improve our service quality.

Please read the following instruction of rating drivers: link

E-receipt

Our system will automatically send E-receipts to your registered address after the orders have been completed.

If you are able to receive e-receipts, please go to app setting and toggle on the option " Receive e-receipt".

If you want to edit email address, please click the "edit" next to the e-receipt option.

Account registration 

What is Lalamove delivery?

Lalamove is the largest delivery platform in Asia, currently we have business running in major cities in South-East Asia and China.

Lalamove is also the only platform that able to provide 1-hour delivery service in Taiwan.

Lalamove provides diverse delivery services with different vehicle types.

Just place orders through our web platform or app, we can match them with nearby drivers in the shortest possible time. Lalamove is your best option of 24-7 delivery and purchase service.

How to register an account?

After reaching the registration page, type in name, effective phone number and email, then type your password (Min. 6 characters)

After pressing the "Register "  button, you will receive the verification code sent by our system.  Typing the correct code will proceed registration. The login name will be the phone number that you have registered.

Register corporate account

Please contact our customer service for creating corporate accounts. Our corporate specialists will contact you soon.

What should I do if the system prompt my phone number and email is used during account registration?

Your phone number and email have been used for account registration already. You can reset your password to login the account.

Can I place orders through PC?

Of course!Please click here to access web platform: link

Become Lalamove driver partners

Register as driver partners

Please click the following for instruction: link

How to use driver app to pick up orders?

We will provide driver training sessions before you become a driver partner. No worries, our professional trainers will explain all the operation flow in depth!

General Enquiry

Lalamove service hour

Lalamove is a 24-7 delivery service platform. You can place your orders anytime through mobile app or web platform.

Customer service hour: Monday-Friday 7:30-20:30,Weekends and Public holidays  9:30-19:00

Can I deliver goods that exceed motorcycle's limit?

We provide van and truck service as well apart from motorcycles. You can opt for suitable vehicle types when placing orders.

Lalamove service area?

Taipei City & New Taipei City zone (exclude Sanzhi、Gongliao、Wulai、Shiding、Pinglin、Pingxi、Shuangxi、North Coast etc.分districts),We have also expanded our service area from mid of December 2018: Taoyuan District、Bade District、Guishan District、Zhongli District. 

Any delivery goods restriction?

Our platform does not provide delivery service for illegal, dangerous goods. Drivers will not bear any legal liability for handling goods without knowledge of it's related legal and safety issues. Users should bear their own responsibilities and related risks.

How long will my order arrive?

Actual order arrival time will subject to traffic and weather conditions. Please refer to "setting" > "Lalamove service terms and conditions" for more details.

Any weight and dimension limit of delivery goods?

Please refer to the below information for your reference:

  • Motorcycle
    Dimension:30 X 60 X 40 cm³
    Weight:20 kg or below
  • Van(Half)
    Dimension:100 X 100 X 100 cm³(25 cuft)
    Weight:200 kg or below(Max. 20 kg for single goods )
  • Van(Full
    Dimension:150 X 100 X 100 cm³40 cuft
    Weight:300 kg or belowMax. 20 kg for single goods
  • 1.75 ton Truck
    Dimension:200 X 120 X 120 cm³220 cuft
    Weight:500 kg or belowMax. 20 kg for single goods 
If you are not sure whether your goods is able to deliver, please put remarks about your goods when placing orders. It will allow drivers to have more knowledge on the goods and provide the best suitable delivery service available. 

Top-up service

收件人付服務費+$0:
告知司機本次服務費用將由收件方支付,
若未勾選司機將會優先向寄件人收取服務費用。


需代付款,上限$2000(請備註金額) +$25:
需司機代購或於取貨時先行代付貨品金額,現金用戶代付金額上限為$2000,儲值金付款用戶代付額度建議於$5000內。
代付款服務費用每張單為$25,並請於備註欄位註明代付金額。

【機車】

Lalamove專用保溫袋 +$0:
提供防水、保溫、保冷與較大總乘載空間。
單筆訂單總大小:40公分 x 40公分 x 40公分 (長x寬x高)。
單筆訂單總重量:20公斤。
單筆訂單總材積:約2材積。

【其他特殊狀況】
機車取件、送達等待時間10分鐘,若超過時間將有額外費用產生,16-45分鐘=APP運費+$50,46-60分鐘=APP+運費$100,61分鐘以上=APP+運費$100+$150/小時

----

【廂型貨車半車】搬運上樓(需有電梯)+$100;【廂型貨車全車】、【貨車】搬運上樓(需有電梯)+$200:


需請司機上樓取件,或是送貨上樓。
但為保障司機與物品安全,搬運物品單件需為一人可搬運大小,並且單件重量不得超過20公斤,且需上、下樓層地點皆須有電梯。若無電梯則採點對點運送,無法執行上樓服務。


不可壓/易碎+$0:
提醒司機物品不可壓/易碎。

【其他特殊狀況】
半車以上車種取件、送達等待時間20分鐘,若超過時間將有額外費用產生,每30分鐘=APP運費+$200,未滿30分鐘,一樣以30分鐘計算。