Have a question that needs to be answered? Take a look at our FAQs and see if they help.

GST

• I was informed that my parcel is held up by Singapore Customs. How do I get my parcel back?

  Singapore Customs do not have information on the status of the parcel as the tracking and/or delivery of postal parcels is handled by SingPost.

  A parcel by post may be detained if:

  • It contains dutiable goods,
  • It contains controlled goods,
  • It contains prohibited goods, or
  • The parcel containing goods of a total Cost, insurance and freight (CIF) value above S$400 does not have an invoice attached to it at the time of arrival.

  In the event that your parcel post has been held, you will received a Letter of Notification from SingPost to collect the parcel at Singapore Post Centre personally, through an authorised representative, or by authorising SingPost to deliver the parcel to you at a chargeable fee. For more information on the import procedures for goods imported via postal or courier services, you may refer to Customs’ website here.

  If you do not receive the Letter of Notification from SingPost, please contact SingPostdirectly.

• What does the status “On hold, pending GST and/or Duty/Control Authority approval” means?

  Your parcel post may be held for the following reasons:

  • It contains dutiable goods,
  • It contains controlled goods,
  • It contains prohibited goods, and/or
  • The parcel containing goods of a total Cost, Insurance and Freight (CIF) value above S$400 and does not have an invoice attached to it at the time of arrival.
  •  

  In the event that your parcel post has been held, you will receive a Letter of Notification from SingPost to collect the parcel at Singapore Post Centre personally, through an authorised representative, or by authorising SingPost to deliver the parcel to you at a chargeable fee. For more information on the import procedures for goods imported via postal or courier services, you may refer to Customs’ website here.

  If you do not receive the Letter of Notification from SingPost, please contact SingPost directly.

• What document do I need to bring along to collect my dutiable item?

  Please note that all dutiable goods, such as liquor and tobacco products, that are imported into Singapore incur Goods & Services Tax (GST) and duty. There is no duty-free concession and GST relief.

  If your parcels contain dutiable goods, you will be informed through a Letter of Notification from SingPost to collect the parcel at Singapore Post Centre personally or through an authorised representative. You (or authorised representative) are required to produce the following documents during collection:

  • Letter of Notification; and
  • Commercial invoice(s) / Payment receipt(s) showing goods description, quantity (net weight/volume & alcoholic strength) and value of goods

  The parcel will be released after examination by Immigration & Checkpoints Authority (ICA) officers in the presence of you or authorised representative and upon payment of the GST and duty, or presentation of the Customs permit (if applicable). Please refer to our website here for more information on importing by postal or courier service.

• Where should I collect my dutiable item?

  Customer may collect and pay the charges in ICA Office at

  SingPost Centre10 Eunos Road 8, #14-10

  (via lift at North Lobby)

  Singapore 408600

   

  Working hours

  Monday to Friday: 8:30 am to 5:30 pm

  Saturday: 8:30 am to 1:30 pm

• How long do I have to take action for my item with status “ On hold, pending GST and/or Duty/Control Authority approval ”

  Item will be returned to the Sender if it remains unclaimed after 14 days.

• Why do I need to pay GST?

  All goods (e.g. new or used articles, online purchases, gifts) brought into Singapore are subjected to Goods & Services Tax (GST) at the prevailing rate of 7% on the value of goods, which may include the Cost, Insurance and Freight (CIF) plus other chargeable costs and the duty payable (if applicable). You are required to pay Goods and Services Tax (GST) on the value of the goods that exceeds the amount of GST relief* granted.

   

  * GST relief is granted on goods imported by post or air, excluding intoxicating liquors and tobacco, with a total Cost, Insurance and Freight (CIF) value not exceeding S$400. Please note that GST relief is not granted for goods imported by other transport modes e.g. sea freight and land unless specified here.

• I have a GIRO account for GST payment. Do I have to pay the handling fee?

  Yes, the GST handling fee is applicable to each GST item.

• Where should I pay the GST handling fee?

  You can pay the GST handling fee in cash when the item is delivered to you or when you collect the item at the post office. 

• How much is the GST handling fee?

  A flat rate of S$10 per consignment will be charged.

• What is the GST handling fee?

  The GST handling fee is charged by SingPost to administer GST payment to Singapore Customs for and on behalf of the addressee.

• How is GST computed?

  All goods imported into Singapore are subject to Goods & Services Tax (GST) at the prevailing rate on the value of goods, which may include the Cost, Insurance and Freight (CIF) plus other chargeable costs and the duty payable (if applicable).

• Why is SingPost charging the handling fee?

  The handling fee is an administrative/processing fee charged by SingPost to process the Goods and Services Tax (GST) and duty payments on the articles.

• I am a tourist visiting Singapore, am I eligible for GST refund?

  The Tourist Refund Scheme (TRS) is administered by Singapore Customs on behalf of the Inland Revenue Authority of Singapore (IRAS). The scheme allows tourists to claim a refund of the Goods and Services Tax (GST) paid on goods purchased from participating retailers if the goods are brought out of Singapore via Changi International Airport or Seletar Airport only. SingPost does not participate in the TRS and will not be able process any GST refund.

  For more information on the scheme’s qualifying conditions and tourist eligibility criteria, please refer to IRAS’ webpage on Tourist Refund Scheme.

• The declaration on the commercial invoice by the sender is wrong. Actual value is lower than $400SGD. Why should I pay the GST?

  All goods imported into Singapore is subject to Goods & Services Tax (GST) at the prevailing rate on the value of goods, which may include the Cost, Insurance and Freight (CIF) plus other chargeable costs and the duty payable (if applicable).

  You can make a claim for refund in writing for an overpayment or erroneous payment of duty and/or GST arising from:

  • Wrong value declared
  • Items short-shipped
  • Parcel eligible for GST relief
  • Return of faulty goods

  If the GST payment of your postal parcel is made through Singapore Post, please submit the refund through Singapore Post. However, if the payment is made through ICA counter at Singapore Post Centre, you may directly write to Singapore Customs using the “Application for Refund of Duty/GST” form.

  The GST refund claim should be supported by the following documents (where applicable) and it will take approximately 3 to 4 months subject to complete document(s) submission by you (or authorised representative):

  • Copy of GST/duty payment receipt
  • Commercial invoice
  • Consignment/dispatch note for the imported goods
  • Export and refund document for returned faulty goods (for example, shipment advice, seller's credit note, etc)
  • Documentary evidence showing that the money paid for the returned goods was credited back to the buyer
  • Any other documents to support the claim for refund (for example, Customs In-Non-Payment (GST Relief) permit, etc)
• How long does it takes for the GST refund?

  It will take approximately 3 to 4 months subject to complete document(s) submission by you (or authorised representative):

  • Copy of GST/duty payment receipt
  • Commercial invoice
  • Consignment/dispatch note for the imported goods
  • Export and refund document for returned faulty goods (for example, shipment advice, seller's credit note, etc)
  • Documentary evidence showing that the money paid for the returned goods was credited back to the buyer
  • Any other documents to support the claim for refund (for example, Customs In-Non-Payment (GST Relief) permit, etc)
• Singapore Customs are holding my item, and I have to pay a clearance fee to receive the item. Is it true?

  Singapore Customs does not collect any clearance fee for the clearance of goods in Singapore. You are advised to lodge a report to your local police if you suspect that this involves a fraud.

Account opening

• How do I open a Speedpost corporate account?

  Fill in an online form here and our sales representatives will be in touch shortly.

Tracking

• How do I know if my shipment has arrived in the destination?

  Our Track and Trace system provides up to date information on your shipment location. Click here to subscribe to item status alerts.

• How do I track if my shipment has arrived in Singapore?

  You can go to Track and Trace to get updates of your shipment.

• Where do I find my tracking number?

  If you’re using www.ezy2ship.com to arrange the shipment, a unique tracking number will be issued and printed onto the shipping label. For consignment notes, you can find the tracking number below the barcode found on the top right hand corner of the consignment note. 

• Can I track my shipment if I do not have my tracking number?

  Each shipment is tracked by a unique tracking number. You may track with a sender reference as well, if it's available and provided by your merchant. 

• After keying in my tracking number, the message says 'Information not available'. Why?

  You have either keyed in an invalid or incomplete tracking number. Please check and try again. If you still experience this problem, please chat with us or call us at 1800 222 5777 (if you’re in Singapore) or +65 6222 5777 (if you’re outside of Singapore) for assistance.

• Why am I not getting on-time updates on the shipment status online?

  The Track and Trace website is updated daily at different time intervals. Click here to subscribe to status updates via SMS or email (enter your tracking number first). Do note that Track and Trace for Speedpost Priority, Standard and Economy Parcel service is not available for some international destinations. 

• Why does my item take longer than what is quoted/stated to arrive?

  The delivery time quoted is an estimate only. It is based on the date of despatch from Singapore and applicable to major cities only. All items may also be subjected to customs inspection which may require additional days.

• How do I get the Proof of Delivery or a signed copy of the consignment note?

  Chat with our customer service agents who will be happy to assist you. Alternatively, please contact our Customer Service hotline at 1800 222 5777. You can expect to receive the documents within five (5) working days.

• My item was stuck at the destination customs. What should I do?

  Please be advise that all parcels going to overseas are subject for customs clearance of the destination country. You may inform your consignee to check with the local post office on collection arrangement. 

• How do I get informed on the latest status of my shipment?

  You may register your email address at this link to receive email notification on the latest status of your shipment.

Shipping

• I do not know the actual weight of my item. Can I still send it?

  Please write/print the gross weight of your item on the consignment note or ezy2ship shipping label. At the Speedpost Processing Centre or post office, we’ll weigh your shipment with a calibrated weighing machine and our Customer Service Officer will inform you to top up the difference if your parcel is heavier than what you have given. 

• What are considered prohibited items and dangerous goods?

  Items classified as Dangerous Goods (DG) and Prohibited are articles, objects and parcels that cannot be shipped out and be delivered under Singapore Immigration and Checkpoints Authority (ICA) and International Air Transport Authority (IATA) regulations. Please click this link to find out more.

• What type of packing materials available at the Post Office?

  Our Post Offices offer a wide variety of packing materials ranging from boxes, types, bubble wraps and cushioning material depending on your needs. You may visit the nearest Post Office branch to find out more.

  To view the full range of materials available, click here.

• Where can I get packing materials?

  You may visit the nearest Post Office branch to get packing materials depending on your needs.

  Alternatively, if you are our corporate customer, you may order packaging supplies from your sales representative. You may view the supplies available here.

• What should I do if my recipient did not receive the shipment I sent?

  Our Track and Trace system has up to date information on where your shipment is. Please refer the Service Guides for the transit time to your destination.
  
  If your shipment does not arrive by the delivery time stated, please chat with us or call us at 1800 222 5777 (if you’re in Singapore) or +65 6222 5777 (if you’re outside of Singapore) for assistance.
  
  Please get in touch only after the stipulated delivery time. We will not be able to advise you if your item is still in transit to the destination.

• Can I send items addressed to a Post Office Box Address?

  Most overseas destinations accept items addressed to PO Box addresses. Please write the recipient’s contact number on the consignment note. For more details on your destination country, take a look at our Service Guide. 

• How does your Customer Service Officer advise me on the postage of the shipment if I do not know its actual weight?

  Simply quote us the estimated weight of the shipment. Upon arriving at Speedpost Processing Centre, we will weigh your shipment and advise you if there is any difference in weight. If you have paid in excess, we will arrange to have it refunded to you. Your shipment will be held back if there is a shortage of payment. Hence we recommend that you estimate a higher weight to avoid any delay.

• Would there be any charges in the event that I need the courier to wait whilst I prepare the shipment?

  There is a waiting time of up to 10 minutes with a charge of $2 for every 5 minute block.

• How do I know whether the location that I am sending to is a restricted area?

  Please see the list of restricted postal codes here. Take note that we do not deliver to restricted areas.

• What is the maximum allowed size of item to be shipped?

  There are specific weights and dimensional limits that apply globally for all of our services.
  
  Local delivery:
  Speedpost Express:  Parcels up to 5kg and 32 x 25 x 10cm.
  Speedpost Standard: Parcels up to 30kg and 60cm x 40cm x 30cm; for bulky parcels up to 30kg but larger than 60cm x 40cm x 30cm but within L+ 2W + 2H within 3M (max length 1.5), Speedpost delivery rate of $12.15 will apply.

  Delivery only available on working days, from Mon to Fri, 9am to 6pm and Sat, 9am to 12.30pm, excluding Sundays & Public Holidays

  
  International Delivery:
  Max length 1.05m; max length plus girth (2Width + 2Height) must not exceed 2M.
  
  Check the size limit of a specific country here for more detailed information.

• I have an item to send. How do I arrange for a collection?

  You can login to www.ezy2ship.com as a guest if you are not a corporate customer. Here, you can prepare, pay and print the label for your shipment as well as schedule an item pick-up.
  
  You can also call our hotline at 1800 222 5777 (if you’re in Singapore) or +65 6222 5777 (if you’re outside Singapore) to arrange for courier collection. Please note that a booking fee of S$5 will apply for phone bookings, and some services may incur additional doorstep collection fees.
  
  If you are a corporate customer, you can login to www.ezy2ship.com with your assigned ezy2ship User ID and Password to prepare and manage your shipments as well as arrange for courier collection. 

• When can I expect my shipment to arrive in the destination?

  The delivery time varies depending on the type of Speedpost service you’re using, and where you are shipping to. Plus, items may be subject to customs inspection, which may in turn affect the delivery time. Try our Track and Trace system for up to date information on your shipment location. 

• What is the maximum weight I can send?

  Within Singapore: 30 kg per shipment
  
  International Shipments: Please refer here for country-specific weight limits.

Services

• What services does Speedpost offer?

  We provide a range of services from international and local delivery services for businesses and consumers, as well as end-to-end solutions like warehousing and freight. For a more detailed look into what we can do for you, take a look at What We Offer.

Self-collection

• What if my item is too heavy or big for me to self-collect?

  You can book our Speedpost Standard Singapore service at the post office to have the items delivered to your desired destination.

• What will happen to my item(s) if I do not collect it within three working days?

  If you don’t collect your item within the stipulated time stated on the Delivery Advice, the item will be redirected to the General Post Office (GPO) at SingPost Centre and you will receive a reminder notification. It will stay at GPO for another 5 working days. If not collected, it will be sent back to the sender or discarded depending on the sender’s instruction on the consignment note.

• I'm overseas/busy and unable to self-collect my parcel within the allocated three days at POPStation / Post Office. What can I do?

  If you are not able to collect your item personally, you can authorise someone to collect it on your behalf. Our Post Offices are open on Mondays to Saturdays, with several branches open on Sundays, Public Holidays and with extended hours on Wednesdays. Click here for opening hours of all our Post Offices.
  
  Most POPStations are open 24/7. Check the opening hours here.

Returns

• The merchant whom I purchased my item from provides Speedpost ezyReturn service. Where can I drop off my item?

  Please pack and seal your item. Attach your Speedpost ezyReturn label and drop off your item at any of our POPStations and Post Office counters islandwide. Note: Do not to drop it off at SingPost Posting Boxes as these will be untracked.

• How many days later will my merchant receive my return item?

  We will return your item to the merchant within 3 working days. You may track the status of your item with the EzyReturn label tracking number (below the barcode).

• My merchant did not provide me a return label. How I can return my item?

  Your merchant may need to qualify your return over a phone call, and subsequently provide you with an EzyReturn label.

  Otherwise, you may make a shipment on ezy2ship to ship your item back to the merchant.

Rates

• How much does it cost to send an item?

  This depends on the destination and your item's weight. Use our Price Calculator to get a quote today.

POPStation

• Can my recipient authorize someone to collect the item on his/her behalf?

  Yes, they may authorise someone to collect the parcel from POPStation on their behalf by forwarding the notification email or SMS to the authorised person at their discretion. Please note that they will bear the full responsibility for supplying the message details to a third party who is collecting the parcel in their name.

• How does the recipient know that I have dropped off the parcel in the locker?

  A SMS and email notification will be sent to the recipient when your parcel is dropped off successfully at the POPStation. 

• What will happen to my item if it is not collected?

  You can choose to return the item back to you or dispose the parcel upon expiry of rental. A delivery fee of SGD $6.20 will be chargeable if you choose to have the parcel returned.

• Do all POPStations offer Rent-A-POP service?

  Rent-A-POP service is no longer available at all POPStations.

• Do I need to scan all the parcels? Can I just scan one parcel and drop all the remaining parcels when the locker door opens?

  Yes, you need to scan all the parcels. POPStation is a secure system and each parcel is tracked individually and hence we need you to scan every single parcel before dropping it in the locker.

• How much time do I have to collect my parcel from the POPStation?

  You will have 3 days from the time you receive the sms/email notification to collect your parcel from the designated POPStation. If you fail to collect your parcel within 3 days of receiving a notification, your parcel will be sent to the General Post Office at Singpost Centre.

• How do I post my item at the POPStation?

  You will need to purchase a parcel service online from ezy2ship and select POPStation drop-off. Simply pack the item you wish to post in a box, affix the shipping label to the parcel and select "Post My Parcel" function at POPStations to ship your item.

• How do I collect my item from the POPStation?

  You can go to the designated POPStation and scan the QR code provided by your merchant, or the barcode on your Delivery Advice. Follow the instructions on the kiosk to collect your item.

  Don’t have QR code or Delivery Advice? Chat with our customer service agents who will be happy to assist you.

  Alternatively, please contact our Customer Service hotline at 1800 222 5777. 

• Will I be able to track all my parcels individually?

  Yes, you will be able to track all your parcels individually.

• I scanned all my parcels, but my parcels cannot fit in one single locker, what should I do?

  You may cancel the parcels you couldn’t fit in the locker at the confirmation screen. Once confirmed, you will be given an option to open another locker for these parcels.

• Can I post multiple parcels in one locker at the POPStation?

  Yes, you can post multiple parcels in one transaction at the POPStation.

• What is POPStation?

  POPStation (Pick Own Parcel Station) is a new and secure way to collect your parcels. Shop online with our retail partners and have your items delivered to a POPStation near you for self-collection anytime at your own convenience. There is no additional charge for collection at the POPStation.

• How does POPStation work?

  SingPost will integrate with your favourite retailers on their websites to offer delivery to the POPStation. After you have completed your order, select POPStation as your preferred delivery address and choose the one most convenient for you. You will receive a sms and email notification once the parcel is delivered to your POPStation and you can pop down to collect it anytime at your own convenience. It’s free and it’s secure. 

• Why use the POPStation?

  POPStation offers great convenience as customers choose which POPStation to collect their parcel anytime at your own convenience. There is no need to wait at home or head to the post office to collect your parcel. POPStation is also very easy to use and you can collect your parcels fuss-free! What’s more – it’s a free service and you can be assured of the security of your parcel because we have put in place very stringent and secure processes.

• How do I collect my parcels from the POPStation?

  After you have chosen to deliver your parcel to a POPStation from your retailer’s website, SingPost will deliver the parcel to your POPStation. You will receive an sms and email notification once the parcel is delivered to your POPStation and you can pop down to collect it anytime at your own convenience

• Can I authorise someone to collect my parcel?

  You may authorise someone to collect your parcel from POPStation on your behalf, by forwarding the notification email, SMS or Delivery Advice to the authorised person at your discretion. Please note that you will bear the full responsibility for supplying the message details to a third party who is collecting the parcel in your name.

• I have received an email notification to collect my parcel from POPStation, however it does not have a QR Code. Can I still collect my parcel from POPStation?

  Yes, you can still collect your parcel. Just follow the on-screen menu and manually enter the Collection PIN and Locker Number stated in your email to retrieve your parcel.

• What should I do if the locker door does not open after I have entered the PIN?

  Please reconfirm that you have entered the correct PIN number. If there is still a problem, please contact our Customer Helpline at 1605.

• How do I return my parcel at the POPStation?

  You can return your online purchase to any POPStation if you have a valid return label issued by your retailer. Simply pack the item you wish to return is a box, place the ezyReturn label on the box and go to any POPStation to return your item. 

• Can I return my parcel at any POPStation?

  Yes, you may return your parcel at any POPStation as long as you have a valid return label.

• Can I return my parcel at Singpost Posting Boxes?

  No, parcels may only be returned at POPStations or Singpost Post Offices. Parcels that are returned via the Singpost Posting Boxes are not trackable, and Singpost will not be liable for the loss or non-delivery of such parcels. 

• How do I post a parcel at the POPStation?

  You can post your parcel at the POPStation if you have purchased parcel service online from ezy2ship and select POPStation drop-off. Simply pack the item you wish to post in a box, affix the shipping label to the parcel and select "Post My Parcel" function at POPStations to ship your item.

• I accidentally scanned an extra parcel. How do I remove it?

   You may remove the extra parcel at the confirmation screen.

Failed delivery

• Can I arrange for re-delivery or re-direction of my item(s) after a failed delivery attempt?

  Please contact our customer service hotline at 1800 222 5777 for more information.

• What will happen to my item if no one is at home to receive it?

  For Speedpost Express (Singapore) service, the item will be returned to sender upon unsuccessful delivery the next working day.
  
  For all other Speedpost (Singapore) services, delivery will be re-attempted up to two times. If all 3 deliveries are unsuccessful, item will be returned to sender.

Enhanced Liability

• Can I get higher coverage for my shipment?

  You can opt for additional coverage when booking your shipments. You can also get independent advice from an advisor before buying any of our coverage plans.
  
  Please note that indirect or consequential loss or damage (including but not limited to loss of profits, business and anticipated savings), or loss or damage caused by delays are excluded.

Claims

• How can I file a claim for a lost shipment?
  1. Download our claim form here and fill it in.
  2. Submit an online query here and attach the completed claim form, a copy of your consignment note and invoice.
  3. Click Submit.

  Our customer care consultant will be in touch with you shortly.

• What should I do if the consignee receives the item in damaged condition?

  In the event that the item is received damaged, please bring along the item to the nearest Singapore Post Office branch and file a damage report. If the item was received at an overseas destination, kindly advise recipient to report it to their nearest local post office.

• My item was lost/damaged in transit. What is the claim limit?

  Our standard liability for any loss of or damage to any articles or their contents is a maximum amount of S$150 per consignment note or the declared value of the article, whichever is lower.
  
  However, if you have purchased enhanced liability, we will be able to compensate you on the value covered.

• What is your claim policy?

  Claims have to be justified with the relevant shipment documents and proof of purchase, and submitted within the designated time-frame. For detailed information, please refer to the Terms and Conditions for your relevant service type.