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[Self Collection Point] FAQ on Shopee Self Collection Point
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1. What is the maximum accepted weight and size for the parcels to be eligible for Self Collection Point?
At this moment, Self Collection Point can only support deliveries up to 12 kg [maximum dimension of 40 cm on each side (Length, Width and Height].
2. What if I receive a call from the collection point requesting me to update the delivery address to my home address instead?
Kindly reach out to us via the channels at the bottom of the page for further assistance.
3. Can buyers use Shopee Guarantee to extend the collection window?
No, the collection window for Self Collection Point will not be extended if the buyer clicks on Shopee Guarantee. Find out more about how Shopee Guarantee works.
4. Can someone else collect the order for me?
Yes, as long as the person has the following:
- URL link for collection, which contains the 6 digits pin code
- Full phone number used to place the order
- Order tracking number (SPXMYxxx)
5. What should I do if my parcel is not at the selected Collection Point?
We are sorry you did not receive your order. You may go to the order details page to declare the parcel as lost and you will be refunded following the Standard Shopee Return and Refund process.
6. What should I do if I receive the wrong item at the Collection Point?
Before you accept your parcel, kindly check your tracking number in your app. Ensure that it matches the one on the parcel. If it does not match, please inform the agent at the Self Collection Point that they have handed you the wrong parcel.
Click here to learn how to track and collect your parcel at the Self Collection Point.
If it is confirmed that you have received the wrong parcel, do ask the agent at the Self Collection Point to check if there is another parcel with your tracking number. If no such parcel can be found, kindly go to the order details page to raise a Return/Refund request and you will be refunded following the Standard Shopee Return and Refund process.
7. What should I do if the agent at the Self Collection Point does not accept my 6-digit PIN code?
Please ensure the information that you have provided matches with them. For security reasons, the agent will not hand over the parcel to you if the information does not tally.
Click here to learn how to track and collect your parcel at the Self Collection Point.
Kindly proceed to collect the parcel from the self collection point agent first. Then report the case by applying for a Return/Refund within 24 hours of receipt via our Shopee app or web. Please ensure you have taken photos and videos of the damaged packaging and product(s).
9. Can I return my order(s) at the self collection point?
No. The return and refund will follow the Standard Shopee Return and Refund process.
10. What is the checkout limit for Buyer Self Collection Point orders?
The checkout limit for Buyer Self Collection Point orders is RM80.
⚠️ Note:
Find out more on how to raise a Return/Refund request and when you can apply for a Return/Refund request.
