Top FAQ
If you are expecting your package to arrive at our warehouse. Enter the merchant tracking number that was issued to you by the overseas merchant during checkout under the “Locate my package” tab.
If you do not have a merchant tracking number, please contact the overseas directly merchant for further assistance.
An email notification will be sent to your registered email once your package has been processed at vPost’s overseas warehouse. Do check your ‘Junk’ folder in case the notification email has been filtered from your main inbox.
Once you are logged in to your vPost account, your dashboard will show you a total number of packages that require your actions and a total number of packages that are pending payment. The breakdown of your packages is also shown below, according to each of the source countries (Click here for various countries you can ship from, via vPost).
In the event that your merchant has updated your package as delivered but it has yet to appear in your account after * 2- 5 working days, please contact us and provide us with more details on your package (e.g. merchant invoice with tracking number, merchant name, etc.), to help us locate your items.
*Please note that local delivery might be slightly delayed due to unpredictable weather conditions (snowy weather, serve winter storms, holiday period and unexpected circumstance), while our overseas facilities in the USA, UK, Japan, China, Malaysia, Thailand, Taiwan and Australia are fully functioning, please note that delays are expected. Overall shipments via air are expected to be delayed due to limited international freight capacities. For the latest information for the COVID-19 Shipment delay status, please click the link here
Cover for loss or damage is not automatically provided for items sent via vPost.
You can buy vCare for items valued up to SGD 10,000.00. It costs 2% of the Declared Value plus Shipping Fee. Items are covered for loss or damage once vCare is fully paid.
Click here for vCare Terms and Conditions.
Please note that vCare does not cover loss or damage:
vCare exclusions
On all general merchandise but excluding items listed under lists A, B and C:-
List A – List of negotiable documents:
- Stamps
- Money
- Precious stones or gems
- All foodstuff
- Antiques
- Works of art
- Fragile items
List B – Export restrictions/prohibitions
- Dangerous goods
- Explosives
- Flammable gas – ignites when leaking, aerosols, etc
- Flammable liquid – low flash-point, emitting flammable vapour
- Flammable solids
- Oxidising substances – e.g. organic peroxides
- Toxic substances – to contact & consumption
- Radio actives
- Corrosives
- Magnetized materials – affecting navigation
- Living plants & animals
- Perishables
- Narcotics & psychotropic substances
- Endangered species of wildlife & their by-products
- Obscene or immoral articles, publications, videotapes/discs & software
- Seditious & treasonable materials
List C – Other excluded items
- Banker’s drafts, banknotes
- Bearer bonds
- Bills of exchange
- Cheques
- Debentures
- Dividend warranties
- Promissory notes
- Share certificates
- Share warrants
- Traveller’s cheques
- Treasury bills
Key exclusions
You are advised to read the full text of the above exclusions. In addition, please note that SingPost shall not, in the provision of vCare, be liable for the following:
1. Loss damage or expense attributable to your willful misconduct;
2. Ordinary leakage, ordinary loss in weight or volume, or ordinary wear and tear of the vCare Article;
3. Loss damage or expense caused by inherent vice or nature of the vCare Article;
4. Loss damage or expense proximately caused by delay, outside SingPost’s reasonable control;
5. Loss damage or expense arising from any hostile use of any weapon employing atomic or nuclear fission and/or fusion or other like reaction or radioactive force or matter;
6. Loss damage or expense caused by insufficiency or unsuitability of packing or preparation of the vCare Article (packing shall be deemed to include stowage in a container or lift van but only when such stowage is carried out before vCare becoming applicable;
7. Rust, oxidation and discolouration; or
8. Bending, denting, scratching and twisting of the vCare Article.
vCare also does not cover loss damage or expense caused by:-
You are advised to read the full text of the above exclusions. In addition, please note that SingPost shall not, in the provision of vCare, be liable for the following:
1. Confiscation or detention of the vCare Article by the customs house or other officials or authorities;
2. Mechanical and electrical derangement unless accompanied by visible external damage; or
3. Any consequential or indirect losses.
For the full details vCare list, please visit our page here
Should you have any issues with your packages, you may request the claims via our Customer Service. Please call +65 6841 2000 or leave us a message. When submitting the claim, all relevant documents must be enclosed, including but not limited to the following:
- Content merchant invoice or purchase receipts of the article covered by vCare;
- Photos of the external packaging and the damaged content to facilitating our investigation;
- All correspondence exchanged with any third party responsible or potentially responsible for the loss or damage of the package. Please refer to vCare Terms and Conditions for the procedure of claims.
Other possible charges are, but not limited to, Customs GST and/or duty and License fee and any other applicable taxes and fees.
Holding Fee for processed item/ package: Once your item/package has been processed, vPost will notify you by email of the shipping charges payable for that package/item. For vPost USA, vPost UK, vPost Japan, vPost China, vPost Malaysia, vPost Thailand, vPost Taiwan and vPost Australia it will be a charge of S$1.50 per item per day for items that are held for more than 30 days from the processed date.
We have waived off all repacking fees! Rest assured, we will ensure that you enjoy savings on your package even after considering the repacking fee.
However, please note that if the merchant delivers a package that arrives at our warehouse in conditions deemed unsuitable for shipping, you may incur additional repacking cost on that package.
You may track your package status at this link here or the SpeedPost website (www.speedpost.com.sg) using your package’s item number (e.g. VE0000XXXXXXX).
A Shipper’s Export Declaration (SED) form is needed whenever your package’s value is above USD $2,500. This form is needed by the US Customs Authority. Please refer to vPost Terms and Conditions clause 10 for a sample of the SED form. Once the form is filled and duly signed, we will forward it to our USA forwarder for processing.
All goods, including Free of Charge (FOC) items or replacement goods imported into Singapore, are subjected to Goods & Services Tax (GST). For items without any value indicated in the invoices, you have to obtain the commercial value of the items from the supplier/merchant. Therefore, the declared value at the time of import should be based on:
- The transaction value of identical or similar goods from the same country of origin that is exported at about the same time, or
- The original price payable for the goods as if they are sold for export to Singapore.
Please refer to Singapore Customs’ website or their circular on the valuation of goods declared for GST purposes.
There are Merchants that use FedEx Smartpost or UPS SurePost to send packages to vPost USA Warehouse. Such services come with two tracking numbers.
In the event wherein physical package label become spoil due to unforseen event, warehouse will not be able to track the package using only one tracking number. Providing both tracking numbers will make it easier to track the package.
The two tracking numbers can be found at the upper left and lower right sides. See image below as guide.
An email notification will be sent to your registered email once your package has been processed at vPost’s overseas warehouse. Do check your ‘Junk’ folder if the notification email has been filtered from your main inbox.
Once you are logged in to your vPost account, your dashboard will show you a total number of packages requiring your actions and a total number of pending payment packages. The breakdown of your packages is also shown below, according to each source country (Click here for various countries you can ship from via vPost).
If your merchant has updated your package as delivered. Still, it has yet to appear in your account after * 2- 5 working days; please contact us and provide us with more details on your package (e.g. merchant invoice with tracking number, merchant name, etc.) to help us locate your items.
*Please note that local delivery might be slightly delayed due to unpredictable weather conditions (snowy weather, serve winter storms, holiday period and unexpected circumstance), while our overseas facilities in the USA, UK, Japan, China, Malaysia, Thailand, Taiwan and Australia are fully functioning, please note that delays are expected. Overall shipments via air are expected to be delayed due to limited international freight capacities. For the latest information for the COVID-19 Shipment delay status, please click the link here
For redirection, you may click here for a detailed guide on how to redirect your package.
For a return to merchants with a valid prepaid return label. Applicable for the package with a pre-paid label. Please click here for the self-service guide.
Return and Redirect submission request must be done via your vPost log in account.
As vPost only provides the means for you to ship your packages to Singapore, you will have to liaise directly with your merchant for any refund, return, exchange or money-back guarantee policy and/or claims procedure of any such items.
For Economy shipping mode, you will be charged based on the actual weight rather than the volumetric weight of your package. However, do note that there will be a longer transit time for your packages to arrive.
Depending on your selection of the shipping modes available from our various overseas warehouse.
To find out more, please visit our individual country shipping rates pages.
Working days do not include Saturday or Sunday, both in Singapore or product source countries (Click here for various countries you can ship via vPost) and public holidays.
- Public holidays
Please be aware that public holidays, both in Singapore or product source countries (Click here for various countries you can ship from, via vPost), affect delivery dates. - Working Days
Working days do not include Saturday or Sunday, both in Singapore or product source countries (Click here for various countries you can ship via vPost) and public holidays.
A gentle reminder that the product source country’s warehouses are in a different time zone to you.
Click here for more detailed information, with regards to how long your package will take to arrive.
As per freight industry practice, the chargeable weight of a package is calculated based on Volumetric or Actual weight, whichever is higher.
The volumetric weight of a package is a calculation that reveals the density of a package, and we use the below formula to derive the volumetric weight of a package
Volumetric weight = [ length(cm) x breadth(cm) x height(cm) ] / 5,000cm You can advise your merchant to ensure proper packaging or pack your purchase into a smallest possible box.
In addition, you can aggregate your shipping charges by paying multiple packages together. As such, you can enjoy the bundle discount ranging from 3-5%. Find out more about shipment aggregation.
No. We do not combine multiple packages as it may potentially hinder the claims process in the event your package is lost or damaged during transit.
vPost will repack your package by minimising the height of the package, thus reducing the volumetric weight.
Please note that we cannot remove or modify any part/content from its retail packaging when we repack.
Example:
– Removal of batteries from the retail packaging.
– Installation of batteries from the retail packaging.
This is to ensure not to have your original package contents being compromised.
Here are some scenarios in which we will not repack:
- Where the difference between the actual weight and volumetric weight is under 2kg
- Containing leather products
- Containing products with flammable or alcoholic contents
- Marked ‘fragile’ or the packages are deemed as ‘fragile’ accordingly to our warehouse assessment.
- Clearly a gift
- Packed within a satchel or plastic packaging bag
- Oversized (exceed the maximum length of 105cm and weight of 22 kg)
- Cushioned with special packaging
Please note that if the merchant delivers a product that arrives at our warehouses in conditions deemed unsuitable for shipping, you will incur additional repacking costs on the package. The decision to repack a package will be made at the discretion of vPost.
If your fragile packages require special packaging, there will be an additional charge. You will be advised of these costs and asked for permission before repacking.
You agree that any such repacking of your packages may mean the return, refund, or exchange policy of the Merchant for the Parcels becomes invalid, void or cancelled. vPOST shall not be liable to you for any loss, damage, or liability that you may have suffered or incurred as a result of repacking a package.
For detailed information on how repacking works, check out our blog post for more information.
Here are some scenarios in which we will not repack
- Where the difference between the actual weight and volumetric weight is under 2kg
- Containing leather products
- Containing products with flammable or alcoholic contents
- Marked ‘fragile’ or the packages are deem as ‘fragile’ accordingly to our warehouse assessment.
- Clearly a gift
- Packed within a satchel or plastic packaging bag
- Oversized (exceed the maximum length of 105cm and weight of 22 kg)
- Cushioned with special packaging
If your packages requires special or extraordinary packaging, there will be an additional charge. You will be advised of these costs and asked for permission prior to repacking.
You agree that any such repacking of your packages may mean the return, refund or exchange policy of the Merchant for the Parcels becomes invalid, void or cancelled. vPOST shall not be liable to you for any loss, damage or liability which may be suffered or incurred by you as a result of repacking a package.
To find out more how we repack your package, refer to the details here.
When your package is in Singapore, it will be reflected as “Arrived in Singapore” in your vPost account under the “Tracking” tab. You may also track your package status at this link here (https://www.singpost.com/track-items) or SpeedPost website (www.speedpost.com.sg) using your package’s item number (e.g. VS0000XXXXXXX, XZ0000XXXXXXX).
Your item number can be easily located beside your Package ID under the “Tracking” tab.
POPStation is a free to use service brought to you by SingPost.
For shipments to Singapore, all declared values of goods, vCare and freight charges are converted to Singapore Dollars.
The Goods and Service Tax (GST) is calculated based on the CIF of all packages in an invoice.
The current GST rate is at 8% of the total CIF (Cost, vCare and Freight)
To estimate the GST applicable for your invoice, simple sum up the cost of your products with the shipping cost and vCare charges, if applicable, and multiply it by 8%.
Your source country address is only meant to be your shipping address, not your billing address or an address for you to manage mail.
We will discard the letter immediately should we investigate that your packages fall under credit card application or any monetary activities using our source country warehouse (Click here for various countries you can ship from, via vPost).
When packages are delivered to our overseas vPost warehouse, they are often received in bulk.
This is the common practice for most of the big local couriers that are delivering to our warehouse.