How does order pickup work?
The sooner your parcels are handed over to logistics couriers, the faster they can be delivered to your buyers. Learn how to maximize pickups from our couriers to give your customers a great buyer experience!
On this page:
I. When will my parcels be picked up?
II. How can I check if I'm in today's pickup plan?
III. What should I do if I have a missed pickup?
IV. How can I ensure that my pickup is successful?
V. Other FAQs
I. When will my parcels be picked up?
Non-bulky parcels that have been marked as Ready to Ship (RTS) before 4PM can be accommodated for same day pickup.
For bulky parcels that have been marked as Ready to Ship (RTS) before 11:59PM, pickup can be accommodated the next day.
Pickup operations differ from courier to courier. Our system will assign you the best courier partner based on your location and parcel types. Please refer to the table below for details:
Additional Guidelines:
Please note that non-bulky orders marked as RTS beyond 4PM for LEX, J&T, Ninja Van and Flash Express may still be picked up on the same day, depending on your Operating Days and Hours (ODH), volume of parcels, and logistics vehicle capacity.
Non-bulky and bulky parcels may be combined into a single pickup subject to the logistics courier's capacity.
In case parcels are not picked up on the same day, these will be accommodated on the next day, provided they fall within the logistics courier's SLA, while ensuring that your shop performance remains unaffected. (Please refer to the table above for courier pickup SLAs.)
Follow-ups for missed pickups will only be initiated or escalated in cases where the logistics couriers' SLA has been breached.
II. How can I check if I'm in today's pickup plan?
There are two ways to check your pickup schedule:
A. Pickup plan checker via ADA
1. On Seller Center, chat with ADA by clicking the purple icon on the right sidebar. |
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2. Type in "What time is my pickup?" in the chatbox or simply click "When will my pickup arrive?" in the listed topics. |
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3. Select the logistics partner assigned to pick up your parcels. |
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4. In case of delayed pickup, click on "My pickup is late" and select the oldest order for pickup. |
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B. Logistics Center on Seller Center
You can also check your Logistics Center to see the status and pickup details assigned to your shop.* To visit your Logistics Center, go to Seller Center > Orders > Logistics.
*This includes all warehouses if you have multiple Warehouse Addresses registered to your shop.
Please note that pickup time slot visibility is only available for LEX at the moment.
Click here to learn more about using Logistics Center.
III. What should I do if I have a missed pickup?
Our team closely monitors pickup performance. If we detect missed pickups due to courier-side logistics issues, we will automatically reschedule your pickup for you. You may check the Logistics Center for your new pickup details.
If our pickup team still hasn't arrived at your warehouse 2 days after RTS, you can report the issue by clicking the purple ADA icon on the right sidebar on Seller Center:
Our virtual assistant, ADA, is available 24/7 to assist you with your pickup concerns
Our live chat is also available daily from 8AM to 10PM (except on holidays)
Our hotline is available daily from 8AM to 8PM (except on holidays) at (02) 7795 8909
IV. How can I ensure that my pickup is successful?
Follow these guidelines for a seamless, stress-free pickup experience:
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When arranging for pickup, all parcels should be packed and ready for handover to avoid being tagged as Package not Ready (PNR). Read more about Package Not Ready here. |
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Ensure that parcels follow the correct packaging guidelines, and that air waybill is intact and properly attached. Read our packaging guidelines here. |
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If you have multiple pickups from different logistics couriers, group your orders by 3PL to ensure parcels are handed over to the correct courier. |
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Input the correct package weight and dimensions for each product listing so it can be allocated to the correct logistics courier. To better understand package weight and dimensions, visit Lazada University. |
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Make sure that your Operating Days and Hours (ODH), Warehouse Address, and contact information are always updated as our logistics teams use this information to plan and dispatch your pickup. |
V. Other FAQs
If I have parcels arranged for shipment after the same-day cut-off, will these still be picked up?
Our couriers will still make their best attempt to collect your parcels on the same day as long as there are available pickup teams during your operating hours. If they are unable to pick up your parcels on the same day, please expect the pickup team to arrive on the next day.
