Frequently Asked Questions

How to Use GoGoVan

What is GoGoVan?

GoGoVan offers convenient and flexible same-day delivery services island wide - with the use of a mobile or web app. Within seconds, the app connects you with thousands of riders and drivers in Singapore.

To try GoGoVan for yourself, download the mobile app available on Android and iOS. Alternatively, you may place an order on our Website.

Which service do I need for my goods?

Deliver Small Goods

For small goods such as documents and parcels. Delivery Service is inclusive of door-to-door delivery.

  • For goods under 3kg, within one parcel unit (30x20x20cm), a motorcycle will be assigned.
  • For multiple parcel delivery, a sedan or van will be assigned.

Transport Large and Bulky Items

For large or bulky goods. Additional charge applies for door-to-door service. Transport Service entitles you to up to 1 hour* of loading and unloading time.

Van: Suitable for large quantity of parcels and boxes, flower bouquets, plants, pets and furniture like single sized up to queen sized mattress, dismantled bed frame and sofas up to 2.4m long.

10 ft Lorry: Suitable for transporting large furniture and household items like king sized mattress, washing machine, fridge etc.

14 ft Lorry/24 ft Lorry: Suitable for moving house/office or event-based transportation needs.

Book a Moving Service

For relocation of homes or office spaces which require manpower to move the goods. Cost is inclusive of one labour, additional manpower can be requested. Moving Service entitles you to up to 2 hours* of loading and unloading time.

* Excludes traveling time from the pick-up to drop-off point.

How do I know which vehicle I need?

Based on the type of service that you need, the GoGoVan app will help you allocate an appropriate vehicle for the order.

The GoGoVan fleet consists of the following:

  • Motorcycles
  • Sedans
  • Vans, and
  • Lorries (10ft, 14ft and 24ft)

To help us serve you better, we would encourage you to provide us with more details of the items (e.g. dimensions, weight, description of items) and take an image using our camera option when placing an order.

Alternatively, you may contact info@gogovan.sg or call our Customer Service hotline at 6836 1110 (available daily, 9am to 6pm).

Where do you deliver?

We deliver islandwide!

Please note that there are additional charges for deliveries to restricted areas (e.g. Airport Cargo Complex, Army Camps, Police Base, Shipyards). You may refer to the full list here.

What are your operating hours?

We are available 24/7. Book a delivery or transport service anytime of the day - including weekends and Public Holidays.

Our Customer Service hotline (6836 1110) is available daily from 9am to 6pm. For after hours service, send your enquiries to info@gogovan.sg and we’ll get back to you within 2-3 working days.

Placing An Order

How do I place an order?

There are two ways you can place an order:

  1. GoGoVan mobile app - download the mobile app and start placing your order!
  2. GoGoVan web app - key in the pick-up and drop-off points, choose the service, register and confirm the order

For corporate deliveries, please head to our GoGoVan for Business page to find out more. Alternatively, you may email sales@gogovan.sg with your delivery requirements.

How do I know if my item is one parcel size?

One parcel size (30x20x20cm) is roughly the size of a shoebox.

How do I know if my goods can fit into the vehicle?

If you are transporting large and/or bulky goods, you can choose from our fleet of vans and lorries. Take the length of your longest item as a gauge:

  • Van: Max length of goods: 2.4m (8 feet)
  • 10ft lorry: Max length of goods: 3.0m
  • 14ft lorry: Max length of goods: 4.2m
  • 24ft lorry: Max length of goods: 7.0m

Can I transport pets?

Yes, you can transport pets. Follow these steps:

Step 1: Select Transport Large and Bulky Goods
Step 2: Key in the pick-up and drop-off addresses
Step 3: Select Van
Step 4: Under Extra Requirement, select Transport Pets

What if my location does not appear on the given list of addresses?

If your location is not listed, please choose the location nearest to you. For an updated quote, confirm your location with your designated driver.

Alternatively, check https://www.gogovan.sg/quoting to get the quote for a particular route.

Do I need to enter my full address?

Yes, please enter the full address (includes the road name, unit number, and postal code) especially for door-to-door service.

Kindly ensure the information is correct before confirming your order.

How long does it take to find a driver?

Our usual response time to find a driver is within 60 seconds. Once you have been matched to a driver, you will be able to track the location of the driver.

I have placed an order but no driver is assigned yet. Is my order confirmed?

Yes, your order is confirmed. Once a driver is matched to your order, you will be taken to a new page with the contact information of your driver.

If you still have not found a driver after 20 minutes, please feel free to contact our Customer Service hotline at (+65) 6836 1110 or info@gogovan.sg for assistance.

Can I modify my order after placing it?

Unfortunately, we do not allow you to modify or cancel your order on the app. Please contact the assigned driver to cancel your order.

What happens after a driver is assigned to me?

The driver will give you a call to confirm your order details.

Will the driver come to my house or office to deliver the goods?

This only applies to delivery of small goods and moving services.

Can I ride with my goods?

Yes, however only one person can accompany the goods at the front seat of a van or lorry.

How can I check the status of my order?

You can always review the status of your order by visiting your Order History on the GoGoVan app or web platform.

Pricing and Rates

How much do delivery, transport and moving services cost?

Use our mobile or web app for an instant quotation by keying in the pick-up and drop-off addresses. For a more detailed breakdown of our pricing, refer to the Pricing page.

The final fee is not inclusive of CBD charges and other miscellaneous charges.

Any delivery with either pick-up and/or drop-off within the CBD areas will incur a one-time $5 surcharge ($2 for motorcycles) per delivery order. One-time surcharge is based on delivery order regardless of the number of waypoints indicated.

I’m a business, can I get a corporate package?

Yes, we provide customised plans for your business needs. Please head to our GoGoVan for Business Page to find out more.

Alternatively, you may email sales@gogovan.sg with your delivery requirements.

Account and Payment

What type of payment do you accept?

Currently, we only accept cash payment.

What if I am placing the order for someone else, how do I negotiate on payment options?

Please let the driver know that he can collect payment from the receiver.

Do I need to tip my driver?

There is no need to tip the driver. The best way to thank your driver is with a 5-star rating. They are able to view the positive reviews by you!

How do I view my receipt?

There are two ways for you to view/request for a receipt:

  1. Via the GoGoVan app: Access Order History from the side menu on the GoGoVan app. You can view all your completed orders.
  2. Via email: Once your order has been completed, you can email the order details to your preferred email address. You can view all completed orders under Order History.

How do I redeem a coupon on my order?

Follow our Facebook and Blog to receive updates of our latest campaigns! You may also keep updated on all things GoGoVan on the following channels:

Facebook: https://www.facebook.com/gogovansg
Instagram: https://instagram.com/gogovansg/
Blog: http://blog.gogovan.sg
Twitter: https://twitter.com/gogovansg
LinkedIn: https://www.linkedin.com/company/gogovan

Have another question we didn’t manage to answer here? Feel free to email us at info@gogovan.sg and we’ll get back to you as soon as possible.

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