⚠️ Note
- This channel is currently available to selected Klang Valley, Johor, and Penang* sellers only.
*Effective 30 April, Instant Delivery by ShopeeFood has been expanded to Penang
- Sellers have to ship out orders within 24 hours (excluding weekends and public holidays) from order received time to prevent late shipment penalty.
- Buyers would only be able to place order under instant delivery if the shipping address is within 30km of the participating seller's pickup address.
Instant Delivery is a shipping channel enabled via ShopeeFood riders that promises delivery within 2 hours from the order pickup time.
Benefits of Instant Delivery by ShopeeFood
Get featured on the Instant Delivery microsite for extra exposure and boost sales.
Reach out to a wider buyer base who prefers faster delivery to generate more sales!
Get this exclusive service without additional fee!
How to enable/disable Instant Delivery by ShopeeFood shipping channel on Seller Centre?
To enable Instant Delivery channel, you will need to toggle on for both shop level under Shipping Setting and product level.
1. Login to Seller Centre.
2. Go to Shipping Settings.
3. Enable Instant Delivery by ShopeeFood under Instant Delivery (Shop level).
What is the Arrange Shipment process for Instant Delivery parcels?
1. Go to "My Shipment" page > Filter to "Instant Delivery by ShopeeFood" > Select "Arrange Pickup".
2. Follow these steps after you have selected "Arrange Pickup".
⚠️ Note
- The availability of pickup time by ShopeeFood is from 9.00AM - 8.00PM daily.
- The 1PM-2PM pickup time slot by ShopeeFood will not be available every Friday.
- Sellers have the option to select "Now" and expect the rider to pick up their parcels within 30 minutes after a rider is assigned. Alternatively, sellers may pre-arrange the pickup time by selecting the available hourly time slot starting from 9:00 AM.
- Sellers should ensure the Pickup Address selected is updated correctly with a geolocation pin in "My Addresses".
- Sellers selecting non-default pickup addresses may incur overcharged shipping fees if the actual distance exceeds the originally calculated distance based on the seller's default pickup address and the buyer's checkout address.
How should I prepare my Instant Delivery parcels?
To prepare the parcel for shipment:
1. Print out A6 copies of the Air Waybill from Seller Centre.
2. Place the Air Waybill in a pocket pouch to ensure it does not come off easily. Alternatively, please stick the Air Waybill on top of the parcel.
During pickup, the parcels will not be accepted for shipment if:
- The parcel does not have a printed Air Waybill.
- The printed label attached does not follow the standardised Shopee Air Waybill format.
- The label is damaged.
ShopeeFood rider has the right to reject parcels that do not meet the following conditions:
- Parcels exceed maximum weight limit of 10kg and parcel dimension of 30cm each side (length, width and height)
- Parcels do not adhere to Shopee's Packaging Guidelines.
- Parcels with prohibited and restricted items.
- Parcels with non-halal items
Instant Delivery Airway Bill
For Instant Delivery orders, please ensure that the Instant Delivery indicator is reflected on the Air Waybill.
Return/Refund process
There are no changes to the return/refund process. You may refer to the Return/Refund process on Seller Centre and Shopee App.
Shipping rates for Instant Delivery
The base rate for shipping fee is RM6 (calculated based on delivery distance of 0 - 4km). Additional RM1 will be charged for every subsequent 1km. Please refer here for more details.
Frequently Asked Questions (FAQ)
1. What are the requirements for Instant Delivery by ShopeeFood orders?
ShopeeFood riders reserve the right to reject your parcels if they exceed these requirements:
- Max weight: 10kg
- Max dimension: 30cm (L) x 30cm (W) x 30cm (H)
2. How do I enable instant delivery for my products?
Once you have registered for Instant Delivery by ShopeeFood, all products that meet the weight / dimension requirement will have the instant shipping option toggled on under their listing page by default.
3. Can I exclude selected products to deliver under the Instant Delivery channel?
Yes, you can toggle off the Instant Delivery option under the product listing page.
4. What is the coverage of Instant Delivery by ShopeeFood?
It is currently only available for Klang Valley, Johor, and Penang buyers, covering 600+ postcodes within Klang Valley and Johor.
5. What is the operating hours of Instant Delivery by ShopeeFood?
9.00am to 9:00pm daily (including public holidays).
6. When do I need to click "Arrange Shipment" on Seller Center?
Sellers have to ship out orders within 24 hours from order received time to prevent late shipment penalty.
However, sellers are encouraged to follow the shipping practices below:
- For orders received before 12.00PM: Seller should ship the order on the same day. The latest pickup time slot for delivery is 7.00PM - 8.00PM.
- For orders received after 12.00PM: Seller should ship the order on the next day (within 24 hours).
7. Will my assigned rider call me upon arrival?
Only if your assigned rider cannot locate the pickup point. The rider will contact you via your registered phone number that appears in the driver app.
8. What happens if my assigned rider does not pick up my parcels on time?
You may contact the assigned rider to confirm if your order will be picked up.
Go to Seller Center > My Orders > Shipping > Click on related order > Check Details to find rider's phone number.
Alternatively, you may contact Customer Service to confirm the status and we will arrange a pickup for you.
9. What happens if no rider is assigned to my order?
Your order will be picked up within 30 minutes upon arranged shipment. In the circumstances where a rider is not found / assigned within an hour, you will be prompted to re-arrange the shipment.
10. What is the shipping service level agreement (SLA) and late shipment policy?
Shipping deadline is 24 hours to arrange shipment (excluding Weekends and Public Holidays). Parcels that breach this deadline will trigger a late shipment penalty and order cancellation.
11. What do I do if I am unable to fulfill my orders on time?
Reach out to your buyer via Shopee Chat to see if the buyer would like to cancel the order. We recommend that you prioritise your instant delivery orders to meet the 24-hour SLA.
If you do not have capacity to meet the 24-hour SLA fulfillment, you can temporarily disable the Instant Delivery shipping option anytime.
12. What happens if my delivery fails?
The delivery will fail if there is no receiver. Your parcel will be returned to you on the same day (but neither you nor your buyer will be charged).
13. How can I check my Instant Delivery order status?
Visit Seller Centre > My Orders > All Channels > Filter "Instant Delivery by ShopeeFood" to check your order status.
14. Why are some of my customers not able to view the Instant Delivery option?
There are usually two reasons for this:
- The product is not eligible for instant delivery; or
- The buyer's shipping address is not within the serviceable area/postcode
- The buyer's shipping address is not within 30km from seller's pickup address
15. How do I disable Instant Delivery channel?
Go to Seller Centre > My Shipping and toggle off "Instant Delivery by ShopeeFood".
