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[On-Time Guarantee] What is On-Time Guarantee?
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📣 Attention:
The On-Time Guarantee initiative is gradually being introduced to users from the 6th of May 2024.
On-Time Guarantee ensures that you will receive your order by the On-Time Guarantee Date displayed on the Checkout Page and Order Details Page. Be at ease knowing that your parcel will reach your destination address by the date you expect to receive it. On-Time Guarantee applies to all orders, payment methods and shipping channels as below:
- Doorstep Delivery
- Doorstep Delivery (Sea Shipping)
- Self-Collection Point
- Economy Delivery (Mail Drop)
- Same Day Delivery
- Next Day Delivery
- 2-Day Delivery
- 5-Day Delivery
- 6-Day Delivery
How to find the On-Time Guarantee Date?
Page View | Guideline |
Checkout Page | Step 1: Check Out with the order(s) in your cart or click on Buy Now Step 2: Click the Shipping Option section to view the On-Time Guarantee Date |
Order Details Page | Step 1: Go to the Me tab Step 2: Click on To Receive Step 3: Click on the order you wish to view Step 4: View the On-Time Guarantee Date at the On-Time Guarantee section OR click View More at the On-Time Guarantee section to view the On-Time Guarantee Date |
But what happens if you do not get your parcel within the On Time Guarantee Date? Well, in that case, you will be entitled to claim a voucher through the Shopee app.
How to claim the On-Time Guarantee voucher?
How to claim the On-Time Guarantee voucher?
Step 1: Got to the Me tab
Step 2: Click on My Purchases
Step 3: Select the late order in the To Receive or Completed tab
Step 4: Click on Claim
Step 5: Click on Use
Step 2: Click on My Purchases
Step 3: Select the late order in the To Receive or Completed tab
Step 4: Click on Claim
Step 5: Click on Use
Step 6: Click on Go To Cart
Step 7: Check Out with your On-Time Guarantee voucher
Step 7: Check Out with your On-Time Guarantee voucher
View your claimed rebate vouchers on the Vouchers / Discounts page.
What are the criteria for claiming the On-Time Guarantee voucher?
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.
- 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.
💡 Note:
- On-Time Guarantee is only available for Shopee Supported Logistics channels
- Please note that you can only either use either the On-Time Guarantee voucher or Free Shipping discount per checkout
- Each user can only use this voucher once per order, regardless of the number of accounts owned by the user
- The On-Time Guarantee voucher is only valid for 7 days from claim date
- Please keep in mind that you will not be eligible for the On-Time Guarantee voucher if you click on the Order Received button before your order meets the On-Time Guarantee Date
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