Pickupp

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FAQ (Frequently asked questions)

FAQ

Frequently asked questions

Merchant FAQ

How does Pickupp charge me?

The cost of each delivery depends on distance, parcel weight, dimension, starting from HK$40 per delivery. You can choose to save your credit card on our system, reducing the hassle in placing orders. To get a quote now, please click here. Please ensure you have submitted the correct weight and dimensions during order creation. Our Delivery Agents shall cross check the weight and dimensions of your package upon collection. If the dimension of the parcel does not match with the delivery order details, our delivery agents might notify Pickupp for order cancellation (a transaction fee will be charged, which is 50% of the delivery fee).

Size/ Weight Price (HK$)
W+L+H <120cm, ≤ 5kg from $40
W+L+H <120cm, ≤ 10kg from $60
W+L+H <150cm, ≤ 15kg from $100
W+L+H <150cm, ≤ 20kg from $120

How is Pickupp different from other deliveries?

Pickupp delivers anything, anytime you want at a fraction of the cost. Pickupp does not restrict delivery time and location and share idle logistic manpower to bring down your delivery costs. Pickupp also provides real-time GPS tracking on all orders, allowing both sender and recipient to track the order 24/7.

Can I create orders anytime? What are Pickupp's operating hours?

Our app and online portal works 24/7. You can place an order on Pickupp User App or online portal anytime but they will only be delivered within your chosen hours between 10 a.m. and 10 p.m, our operating hours.

Who can I contact for help?

If you’d like to reach out for any inquiries, simply click here link for a live chat. Our CS office hours are from Monday to Saturday from 10 a.m. to 10 p.m.

Can Pickupp do advanced booking or keep parcel overnight for the next day delivery?

We do allow prescheduling (up to next day). However, pickup and drop off must happen on the same day.

Are there any limitations with weight and dimension of the packages?

All packages should fit into the size of a box in the dimensions of W+H+L <= 150cm. Packages that exceed the weight limit of 15 kg may not be handled or delivered. Please let our sales associate know if you require special assistance with oversized or overweight deliveries, we will be glad to assist further.

How safe is my package? Can I track my package?

Pickupp ensures our delivery agents are your trusted delivery partners. Apart from delivery trainings we provide, all delivery agents need to pass criminal background checks and provide identity documents and proof of address. Pickupp also insures your delivery items up to HK$1000 per order. Merchants and recipients can now track the exact location of delivery agents by inputting the order number on this Tracking Page.

Do we handle fragile items and irregular sized packages?

In case of delivering fragile or irregular sized packages, we strongly encourage merchants to mark the package as “Fragile & Handle with Care” in the note section and reinforce the box to minimise any risk of breakage. Our delivery agents will take special care to ensure the packages are delivered without damage. In the event of any breakage, Pickupp also insures your delivery items up to HK$1000 (for non-perishable items).

When will you pick up my order? What is the pick up process? Can I cancel my order?

When an order request is filed we assume it’s ready for pick up and will dispatch the closest delivery agent immediately. To ensure the safety of the parcel, delivery agents will now need to scan the QR code or enter the unique order passcode upon arrival at pick-up point before they can begin the delivery process. Merchants will need to print and attach to your package an individual invoice with QR code or write down on your package the order number and unique passcode, in order to let our delivery agents start their delivery. If merchants have issues with printing the QR code, you can also use the Merchant Master QR Code as an activation (Merchant Master QR Code will be charged HK$5 transaction fee).​ 50% of delivery fee will be charged if merchants cancel the delivery order after the agent has accepted the request or failed to collect the package at the pick up location.

Does Pickupp provide 'Cash On Delivery' (COD) service?

Pickupp provides ‘Cash on Delivery’ (COD) service. The service includes the collection of cash upon delivery of shipment and return of collected payment. It allows you to reduce operating costs, speed up cash conversion cycle, minimize risk of bad debts, and gain greater flexibility to retrieve payment at a low service fee.

Service Coverage
Maximum amount per delivery HKD $5,000
Days of return (Business Days) 10 Days
C.O.D. Surcharges(%) 2.0%
COD minimum charge HKD $5

Will Pickupp refuse acceptance of transport of packages or delivery items?

Pickupp may refuse acceptance of transport of packages or delivery items if any of the following cases applies: 1. the sender’s request does not comply with our Terms of Service; 2. the sender fails to enter a valid address and other required fields that are recognisable by the Pickupp system; 3. the package or item is not suitable for transport; 4. the transport may violate laws and regulations; or is detrimental to public order, or injurious to public morals; 5. the package or item are of the following items:   5.1 explosives or other hazardous materials or any similar packages that are likely to cause damage to other packages;   5.2 packages specifically determined by Pickupp to be unacceptable, including but not limited to combustible, inflammable, poisonous and toxic materials, livestocks, dogs, cats, little birds, guns and swords etc.

What is the difference between enterprise merchant accounts and individual accounts?

Pickupp mostly cater for merchant deliveries, but also serve individual customers for their business delivery needs。If you would like to become our enterprise merchant,please contact Pickupp to enroll in any monthly enterprise programme: starting from 40 orders per month (monthly prepay HKD$1600)

 

Enterprise Merchant Account

Enroll in any of Pickupp’s monthly enterprise programme: starting from 40 orders per month (monthly prepay $1600)

Individual Account

Starting from one order

Matching Guarantee

YES. All deliveries are guaranteed

Nil

Scheduled Order

YES. May pre-schedule orders ahead of time

Nil

Package Damage Guarantee

YES. up to HK$1000 insured (for non-perishable items)

Nil

Customer Service

Dedicated relationship managers assist your enquiries

Nil

Fail to Deliver

Pickupp will reach out to assist re-delivery

Packages will be returned to Pickupp

Payment Method

Monthly Settlement (BR required), Credits Purchase or Credit Card

Credit Card

Cash On Delivery (COD)

YES. cash collection on behalf of merchants on delivery

Nil

Delivery Agent FAQ

How can I become a delivery agent?

We welcome all Hong Kong residents who are 18+ , own a smart phone and interested to earn extra income by delivering for Pickupp! Please sign up for a free training session on our website's "Be a Delivery Agent" page and attend the training to activate your account.

How long is the training?

Approximately 30 mins, we will verify your identity and teach you how to use our mobile app during the training! You account will be activated after training and you can start accepting orders!

Do I have to prepare anything before the training?

 

Identity document

Proof of address

Driver Licence

Vehicle Registration

Walker

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Scooter

✔︎

✔︎

✔︎

✔︎

Van/ Trucks

✔︎

✔︎

✔︎

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Do I need to pay a fee to join Pickupp?

No. Joining Pickupp is completely free of charge. Pickupp will only collect commission after you have completed delivery orders.

I have a full time job. Can I work part-time?

Absolutely. You can decide on how many orders you want to take everyday. Be your own boss! On a busy day, just don't take any.

I am a student. My schedule is not fixed, can I work part-time?

Absolutely. We are a flexible delivery platform. On a busy day, just don't take any orders. Sign up for a free training session on our website's "Be a Delivery Agent" page now!

How many orders can I take at a time ?

When you first started, walkers and scooters can take up to 6 orders at a time; drivers up to 9 orders. Upon delivering more orders for Pickupp, you will be upgraded and be able to take more orders at a time!