Frequently Asked Questions
What services do you provide?
JustShip offers cheap, hassle-free international shipping. We ship cheap, ship fast, and ship easy.
Our courier will come pick-up from you on your preferred collection day (Monday-Saturdays) anywhere in Singapore! You will receive a message with the ETA of your collection (3-hour timeframe) on the same morning.
Optional, from SGD 3. Available for both regular and fragile items.
Optional, insurance is pegged at 2.4% of your declared value.
Calculated based on package weight and dimensions. Package is tracked and delivered to-door via air within 2-5 working days, excluding delays.
How do I start shipping with JustShip?
2. Shipping form. Follow through by filling up our simple shipping form. We’ll handle pick-up and packing here, so it’s important to review and ensure all details are accurate. Payment will be made via PayNow based on your estimated dimensions you have given us. Dimensions are verified at our warehouse, and we will contact you again for any payment adjustments.
3. Start Shipping! You can now kick back and relax. Our courier will pick up your package and deliver it to us at our warehouse. Alternatively, drop-off is available at our office. Drop off hours are 10am – 5pm.
What are your operating hours?
JustShip is open from Monday - Friday (9AM - 6PM).
Drop off is available from 10am to 4pm! To schedule a drop off, do fill up the shipment form here.
How do I arrange for a pick-up?
To book a slot for pick up, fill up our shipment form by 6pm, a day before your preferred collection date. Pick-ups are available on Mondays-Fridays.
Can I choose my pick-up time?
We will not be able to accommodate our customers' time preference for pick-ups as we follow strictly to our delivery partner's route and timing. To prepare you for the parcel collection, you will receive a message with the ETA (3-hour time frame) of your pick-up on the same morning.
If you are unable to commit to the time slot given, you may choose to leave your items at a safe place (eg. shoe rack/riser) - please inform us if you do!
What do I need to prepare for pick up?
Besides getting ready your unpacked/packed items, do label your package with the order ID and recipient’s name. You may do so by writing the details directly on the package, or on a piece of paper/post it attached to your items.
I have an additional package for my new order. Can I pass it along with the original order scheduled for pick up today?
Yes, you may! Please let us know in advance if you will be handing us more packages than what was initially declared so we can match the parcels to the correct shipment order when they arrive at our warehouse.
Do also remember to label the packages with their respective order IDs.
Can I reschedule/cancel my pick-up?
Yes, you can reschedule your pick-up any time before your scheduled pick-up date.
Do note that there will be a surcharge for last minute rescheduling or cancellation of pick ups!
The courier is here, but my package is not ready! Can he wait for me?
$10 will be added to your bill if our courier waits beyond 10 minutes at your location.
For us to be able to process and ship out packages efficiently, it is important that your packages are delivered to us timely. Every minute of delay during pickups may spill over to the processing time of your shipments and we hope to prevent that for our shippers.
Will you help pack/seal up my parcel during pick-up?
No, all packing of parcels will be done at our warehouse. Our courier will just be there to pick up your packed parcel or your unpacked items, so do get them ready for collection!
May I come down to your warehouse to drop off my parcel?
Certainly! Do fill up our shipment form to arrange for a drop-off.
Where can I drop off my parcel?
Our warehouse is located at 71 Ubi Cres, Excalibur Centre #04-12 Singapore 408571.
Can I drop off items and fill up the shipment form when I reach your warehouse?
Yes, you may! As drop-offs are typicallly scheduled via the shipment form, please make sure to inform us in advance if you have not booked a slot with us so we know when to expect you.
What can I expect during my drop off?
Our drop off point is a self service kiosk! As long as your packages are labelled with their respective order IDs & recipient's names, you may leave them at the desginated shelves.
Can I pay cash for my order when I drop off my parcel?
No, we do not accept cash payments at the moment. Available payment methods are PayNow & Bank Transfer is available for an added 5% transaction fee.
I have an urgent shipment but I am unable to drop off my itmes personally! May I opt for delivery to send my items to you?
Yes you may choose to opt for your own external delivery service to have your package delivered to our warehouse.
Do fill up the form, arrange for a drop off and inform us so we know when to expect the delivery of your package. Please also ensure that your package is labelled with your order ID and recipient's name.
What packing services do you offer?
We offer packing services for all sorts of items! Once you have opted for our packing services, we will assess and pack your items in a suitable packaging (eg. polymailer, envelope, standard sized carton box, customized carton box, crate). We will also ensure that the volumetric weight is kept to a minimum so you save on shipping costs.
How do you charge for packing?
Packing starts from SGD 3, and will depend on your item’s specific needs. Packing cost usually varies according to the size (measurements) and fragility of your items.
For very large or complex shaped items, WhatsApp us directly at 91187971 or email us at firstname.lastname@example.org for a quote from our customer service officer.
Where is packing done?
Packing will be done at our warehouse. We do not offer on site packing at your address at the moment.
My items are very fragile, how will you pack them?
Fragile packing services are customised to your shipment specific needs. For fragile items like paintings, glassware, electronics, machineries and more, WhatsApp us directly at 91187971 or email us at email@example.com to get a quote or find out more information on packing!
Can I opt for packing services only?
We offer packing services exclusively to our shippers at the moment. If you have a special request, you can still reach out to us via WhatsApp at 91187971 or email us at firstname.lastname@example.org to enquire!
The shipment cost after packing is out of my budget. Can I cancel?
Yes. Orders can be cancelled at any point before shipments are passed on to FedEx. Refund for shipping cost will be made in full to customers, less the pick-up and packing cost if those services were rendered.
Do you sell boxes?
We do not sell/provide boxes, but we do offer packing services! You can pass us your items in a bag and we will pack it afterwards at our warehouse. Our professional packing services provides for all necessary packing materials your items will require. We will also ensure the packing is compact so you save on shipping costs.
Why was I asked to make a top up for my shipment order?
If you have opted for our packing services, shipping cost will only be finalized after packing.
To avoid rude shocks, do buffer adequately for the packing materials when getting a quote/filling up the shipment form. For shippers who have overdeclared the measurements of their parcel, you will be refunded for the excess paid.
Do you ship via air or sea?
We ship via air with FedEx, and do not offer sea shipping options at the moment.
How long will it take my parcel to be delivered?
Upon collection of your parcel, JustShip takes 1-2 working day to process your shipment. After that, your package will typically reach its destination in 2-4 days.
In sum, from the point of pick-up or drop off, your parcel will typically take 2-5 working days to deliver. In our case, working days exclude weekends and holidays.
There might be situations where it takes longer, i.e. bad weather conditions, customs clearance issues, Covid-19 pandemic delays, etc
How do you charge for shipping?
We charge based on actual or volumetric weight ((length x width x height)/5000), the higher of the two.
You may fill in the dimensions of your parcel into our rate calculator to get a quote for your shipment. You may also indicate if you require insurance and packing services in the link above.
Will my parcel be trackable?
Yes, you will be able to track your parcel.
Once your parcel is handed over to FedEx, you will receive an email with the tracking number of your shipment. You may monitor the movement of your parcel using the tracking number on FedEx website.
Why do I need to provide the item cost?
First, all items that are shipped into any country are inspected and cleared by the Customs of that particular country. Providing the item cost is usually required by law for most countries, as it is necessary in calculating how much import taxes or duties you will need to pay.
Second, we will not be able to insure you unless you provide your item cost.
Do you offer insurance?
Yes. We offer insurance, pegged at 2.4% of your declared item cost.
Note that this insurance is subject to terms and conditions. Items of extraordinary value and those items with a value that is difficult to ascertain may not be declared.
Furthermore, note that this is conditional upon certain considerations (i.e whether the box was packed correctly, whether the box was already broken upon collection by courier, whether fragile items were wrapped with enough bubble wrap).
Should I get insurance?
While the decision is up to you, it is always best to insure your products.
However, JustShip highly encourages all senders to package their items appropriately with high quality boxes, bubble wrap and styrofoam. Make sure your items are as protected as possible to lessen any problems with filling claims. FedEx will not honour the insurance or be responsible for any shipping damages arising from inadequetly packed shipements.
What are some items I cannot ship?
JustShip does not offer customs brokerage services, so we do not have customs regulations readily on hand. We can only advise our customers based on our research and experience, which should not be taken prescriptively.
Why are there import charges incurred to my shipment?
Once the value of your shipment exceeds the tax & duty threshold for the country you are shipping to, most - if not all shipments will be taxed. This includes personal effect, gift shipments and returning shipments.
Does your quote include customs tax?
The total price quoted on our shipment form will include customs taxes if you choose to have taxes paid by sender i.e. you.
If you choose to have it paid by recipient, there will be no quote for it on our form, and it will be a separate fee charged to your recipient by the destination country’s customs when the parcel arrives at the destination country.
What happens if my recipient does not pay for the import charges billed to him/her?
If import charges are not duly paid for, package will not be released for delivery. After deadline of payment, package will be returned back to Singapore at shipper's cost.
To avoid getting into such a situation, opt for DDP (delivered duty paid) where a fixed upfront charge is quoted to you and paid for, even before the parcel is shipped out of Singapore. For more benefits of DDP, check out our article here.
What other forms/permit will I need to ship my item?
Typically, most shipments will not require an import permit or any additional customs form besides the shipment form on our website.
You will only require added customs form if your item is restricted to ship. As JustShip does not offer customs brokerage services, do ensure that your items are not prohibited/restricted to ship as the return charges from a rejected shipment will be fully borne by the shipper.
What if my item is lost?
If you purchased insurance, Fedex will compensate you for the value of your lost parcels.
Customs Related Issues
My package is delayed! What do I do?
If there are no actionable instructions for you in the parcel tracking details, the shipment may get delivered without needing further action from you, so our suggestion is to wait for further guidance from Customs unless the delay continues for another 3 days.
Alternatively, you could contact FedEx at 18007432626 (press 2 and 0 to speak to customer service officer) with your tracking number to see if they have any information on the shipment - some times they already have guidance on it but the information is still making its way to shippers through the communication network. If they ask for some paperwork and you require support, you may reach out to us and we will see how we can help!
My package is stuck at customs and based on FedEx track it seems like my shipment is pending information/documents. What should I do?
If you (shipper) have been contacted by a FedEx agent requesting for more information, you may respond to the email directly. If you have not, you may contact FedEx directly at 18007432626 (press 2 and 0 to speak to customer service officer) with your tracking number to enquire/provide them with the information required.
If the information is pending your recipient, FedEx may have already contacted your recipient via email/call for it. Do get your recipient to reach out to the local FedEx facility directly if you are unsure.
My package seems to be rejected and getting returned back to SG. What should I do?
Parcels are rejected at the mandate of the government of the destination country. This happens for a few reasons. One common reason is that the item is prohibited/restricted. Another common reason is that the sender or recipient did not pay the taxes or duties within the stipulated deadline given by customs.
At this point, there are two options. The first is to return the shipment to you, this may cost you approximately 150% of your original shipping cost. The second option is to have it disposed at the destination country’s customs. Unfortunately, the second option is subject to the approval of the destination country’s customs, and often they do not approve for disposal.
At JustShip, we try to help our customers prevent this from happening by giving guidance where possible regarding customs requirements. However, we do not offer a brokerage service, and our pricing model does not allow us the resources to give definitive advice, but only anecdotal advice. As a data point, only 1% of our shipments get returned.