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[On-Time Guarantee] On-Time Guarantee FAQ
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1. What is On-Time Guarantee Voucher?
On-Time Guarantee Voucher is a voucher for you to claim if your order arrives later than the On-Time Guarantee Date. You may refer to the How do I claim my On-Time Guarantee voucher? Help Center article and our On-Time Guarantee campaign for more information.
2. How can I check my order’s On-Time Guarantee Date?
Buyers can check the On-Time Guarantee Date on the Checkout Page and Order Details Page.
3. How will I know if my order is eligible for the On-Time Guarantee voucher?
Step 1: Go to the Me Page
Step 2: Click on To Receive under My Purchases
Step 3: Select your order
Step 4: View the On-Time Guarantee Date under the Estimated Delivery Date
Buyers can claim the On-Time Guarantee voucher when the order is delivered later than the On-Time Guarantee Date.
4. Why are certain orders not under On-Time Guarantee?
On-Time Guarantee does not apply to Non-Shopee Supported Logistics (also known as Non-integrated Logistics) such as seller-owned fleets or other logistics providers. Learn more about Non-Shopee Supported Logistics.
5. Why can't I see and claim the On-Time Guarantee voucher even though my order is late?
Late Order means the order's first valid delivery is not attempted by the exact day of the On-Time Guarantee Date. Shopee may not be responsible for any delays or first valid delivery issues in your order which includes:
If none of the above scenarios apply to your situation, please contact our customer service via the channels below for assistance.
6. When will I be able to claim the On-Time Guarantee voucher?
On-Time Guarantee Voucher is a voucher for you to claim if your order arrives later than the On-Time Guarantee Date. You may refer to the How do I claim my On-Time Guarantee voucher? Help Center article and our On-Time Guarantee campaign for more information.
2. How can I check my order’s On-Time Guarantee Date?
Buyers can check the On-Time Guarantee Date on the Checkout Page and Order Details Page.
3. How will I know if my order is eligible for the On-Time Guarantee voucher?
Step 1: Go to the Me Page
Step 2: Click on To Receive under My Purchases
Step 3: Select your order
Step 4: View the On-Time Guarantee Date under the Estimated Delivery Date
Buyers can claim the On-Time Guarantee voucher when the order is delivered later than the On-Time Guarantee Date.
4. Why are certain orders not under On-Time Guarantee?
On-Time Guarantee does not apply to Non-Shopee Supported Logistics (also known as Non-integrated Logistics) such as seller-owned fleets or other logistics providers. Learn more about Non-Shopee Supported Logistics.
5. Why can't I see and claim the On-Time Guarantee voucher even though my order is late?
Late Order means the order's first valid delivery is not attempted by the exact day of the On-Time Guarantee Date. Shopee may not be responsible for any delays or first valid delivery issues in your order which includes:
- The buyer clicked on Order Received before the order met the On-Time Guarantee Date
- The buyer did not claim the voucher within the voucher claim period
- Orders that have been cancelled or submitted for a Return/Refund request
- Other buyer-related reasons include (but are not limited to):
- Delivery address-related issues - Incorrect address/the recipient is not at the delivery location/change of delivery address or collection point
- The recipient is uncontactable - Incorrect contact information or the recipient is not reachable
- The recipient has requested to reschedule the delivery
- COD payment issues
- Bad weather conditions or natural disasters
If none of the above scenarios apply to your situation, please contact our customer service via the channels below for assistance.
6. When will I be able to claim the On-Time Guarantee voucher?
The Claim button will appear on the Order Details Page on the next day of the On-Time Guarantee Date between 00:00-03:00 (GMT+8) for the claim until you have clicked the Order Received button. There are an additional 3 days from clicking Order Received for you to claim the voucher.
If you do not click the Order Received button, the orders will be auto-completed after your order’s Shopee Guarantee Period ends. You will then have an additional 3 days to claim after auto-completion.
7. What is the T&C to utilise the On-Time Guarantee voucher?
The validity and conditions of redeeming the On-Time Guarantee Voucher are as per the Terms & Conditions provided on the Shopee voucher.
8. When can I utilise the On-Time Guarantee voucher?
The On-Time Guarantee voucher is only valid for 7 days from the claim date. Please refer to the voucher Terms & Conditions for more information on the validity of the voucher.
9. What items are not applicable for the On-Time Guarantee voucher?
- Infant Milk (0-6 months)
- Follow-on Milk (6-12 Months)
- Tickets & Vouchers
- Mobile Reloads & Sim Cards
- Gaming Top-ups
- Shopee Mart Milo
- Products from One or Not by Shopee
- Products from MMA Foundation Store
- Products from Shopeegivesback Store
- PETRONAS & Setel Fuel Cards
- Gift Cards & E-Vouchers
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