Pickupp tracking

What is Pickupp?

Pickupp is a technology-driven logistics platform headquartered in Hong Kong that operates on a gig-economy model, connecting businesses and individual senders with a network of independent delivery agents. The platform uses machine learning algorithms to dynamically match each delivery order with the most appropriate agent based on proximity, availability, and route efficiency. Rather than maintaining a fixed fleet of employed drivers, Pickupp aggregates agents on demand which allows it to scale delivery capacity up or down rapidly in response to order volumes. This model has proven particularly attractive to e-commerce merchants whose shipment volumes vary considerably across different periods.

The company was founded in December 2016 by Crystal Pang and Paco Chan. Crystal Pang, who serves as CEO, is a software engineer by background and was previously part of the team that launched Uber in Hong Kong in 2014. Her experience in on-demand technology-mediated services shaped the foundational structure of Pickupp, applying the demand-matching principles of ride-hailing to the movement of parcels. Paco Chan brought a complementary background in sales and marketing, having previously worked at Procter & Gamble. Pickupp began commercial operations in 2017, establishing itself in Hong Kong's competitive delivery market with a 4-hour same-day service aimed at small and medium-sized merchants who had historically lacked access to affordable fast delivery options.

• Founded: December 2016, with commercial operations beginning in 2017
• Headquarters: Hong Kong
• Co-founders: Crystal Pang (CEO) and Paco Chan
• Delivery agent network: Over 100,000 independent delivery agents across all operating markets
• Businesses served: Over 20,000 businesses, ranging from multinational corporations and logistics companies to e-commerce SMEs
• Series B funding: US$37 million closed in December 2021, led by Innovate Jardines, the innovation fund of the Jardine Matheson Group
• Key investors: Jardine Matheson (Innovate Jardines), PChome Online Inc., Swire Properties, Cathay Venture Inc., DRIVE Catalyst of the Far Eastern Group, Cornerstone Ventures, and Zipx
• Third-party tracking: Integrated with EasyParcel,

Pickupp completed three fundraising rounds in just over 13 months between November 2020 and December 2021, a pace that reflected strong investor interest in its delivery model. The December 2021 Series B round of US$37 million was led by Innovate Jardines, the innovation arm of Jardine Matheson, one of Asia's most established conglomerates with operations in real estate, retail, transport, and financial services across the region. PChome Online Inc., the major Taiwanese e-commerce platform, invested across multiple rounds and subsequently selected Pickupp as its logistics and last-mile delivery partner in Taiwan, giving the company a direct entry point into one of Asia's more active online retail markets.

Beyond funding, Pickupp has built its regional profile through targeted partnerships. In Singapore, the company formed an agreement with Stellar Lifestyle, the commercial arm of SMRT, Singapore's rail operator, to establish a fulfillment network anchored at MRT train stations across the island. This arrangement was designed to reduce urban last-mile delivery costs and improve response times for retail merchants at high-footfall transit locations. By the time of its Series B close, the company had built out operations across Hong Kong, Singapore, Malaysia, and Taiwan, serving over 20,000 businesses with a delivery agent base exceeding 100,000.

Which countries does Pickupp deliver to?

Pickupp's primary operations span four markets in Asia, specifically Hong Kong, Singapore, Malaysia, and Taiwan. The company has built its service infrastructure to match the distinct urban and commercial characteristics of each market rather than applying a single uniform approach across all locations. Hong Kong, where Pickupp was founded, remains its most established operational base with the most fully developed service portfolio. Singapore represents the most infrastructure-heavy deployment, with a network of physical Service Points distributed across the island alongside an MRT station-based fulfillment network operated through the Stellar Lifestyle and SMRT partnership.

In Malaysia, Pickupp has extended its presence across multiple urban corridors, with coverage reaching through the Klang Valley and Greater Kuala Lumpur as well as other cities including Penang, Malacca, and Johor. A portion of the Series B capital raised in December 2021 was specifically directed toward deepening Malaysian operations and growing the delivery agent network in these corridors. In Taiwan, Pickupp operates primarily in and around Taipei through its commercial relationship with PChome Online, which selected the platform as its logistics and last-mile delivery partner to strengthen its own online-to-offline fulfillment capabilities.

• Hong Kong: Full coverage across urban, suburban, and commercial districts, with the 4-hour express service as the flagship product
• Singapore: Island-wide delivery network serving over 10,000 businesses, with a network of Service Points for parcel drop-off and collection, and MRT station fulfillment through Stellar Lifestyle and SMRT; restricted zones including Jurong Island Seletar Aerospace, and offshore Pulau islands are excluded from standard service coverage
• Malaysia: Coverage across the Klang Valley (Greater Kuala Lumpur), Penang, Malacca, and Johor, with continued network expansion following the Series B investment
• Taiwan: Operations concentrated in and around Taipei, conducted through a strategic partnership with PChome Online Inc.

In addition to its four core domestic markets, Pickupp offers international delivery to over 200 countries and regions worldwide. This international service operates through the Service Point drop-off network in Singapore, where senders specify their destination, obtain a waybill, and hand over the parcel for cross-border processing. The reach across more than 200 destinations covers Asia-Pacific, Europe, the Americas, the Middle East, and Africa, making it a practical option for Singapore-based businesses that ship to international customers.

What are the Pickupp services and delivery times?

Pickupp offers four domestic delivery service tiers alongside warehousing and fulfillment services and international shipping. The domestic tiers are structured by speed, with pricing scaled to reflect the level of urgency selected. All domestic service tiers include real-time GPS tracking and automated SMS notifications to recipients, which means end customers can monitor delivery progress at each stage rather than relying solely on estimated delivery windows provided at the time of booking.

• 1-2 Hour Express: Door-to-door delivery completed within 1 to 2 hours of parcel collection from the sender. Includes real-time GPS tracking, 24/7 SMS notifications to the recipient, photo proof of delivery, and electronic signature capture.
• 4-Hour Same-Day: Delivery guaranteed within a 4-hour window on the same day the order is placed. Designed for businesses requiring reliable same-day fulfillment without the premium cost of the 1-2 hour express tier.
• Next-Day Delivery: Pickupp collects the parcel from the sender's address, stores it at its warehouse facility, and delivers to the recipient the following business day. Orders must be placed at least one day in advance.
• Standard (1-3 Days): Cost-efficient delivery for non-urgent shipments, completed within 1 to 3 business days from the point of collection or Service Point drop-off.
• Warehousing and Fulfillment: Inventory storage, pick-and-pack operations, and end-to-end order fulfillment for e-commerce merchants, available in Singapore and Hong Kong.
• International Delivery: Cross-border shipping to over 200 countries and regions, available via Service Point drop-off in Singapore, with delivery typically completed within 3 to 6 business days.

The 4-hour same-day service has been one of the most consistently promoted products in Pickupp's portfolio since the company's early years in Hong Kong. It was designed specifically to address a gap in the market for affordable fast delivery accessible to smaller merchants, a segment that had historically been priced out of premium same-day courier services. The 1-2 hour express tier takes this further for situations where delivery speed is the primary requirement, and both tiers include photo proof of delivery and electronic signature capture as standard confirmation mechanisms upon handover.

The next-day delivery service involves Pickupp acting as both collection agent and interim warehouse operator. After collecting parcels from the merchant's premises, the company consolidates them at its warehouse before dispatching for final delivery the following business day. This arrangement suits e-commerce merchants who need reliable overnight fulfillment without maintaining their own storage infrastructure. The standard 1-3 day tier provides a lower-cost entry point for shipments where delivery timing is not a critical variable.

For businesses operating at higher volumes, Pickupp also positions itself as a last-mile delivery partner for other logistics companies and third-party logistics operators facing delivery bottlenecks or capacity shortfalls. This B2B arrangement allows carriers to extend their delivery reach using Pickupp's agent network as an additional operational layer. Merchants using Shopify can connect their store to Pickupp through a dedicated app, which auto-generates delivery orders and transmits tracking information to customers without manual processing on the merchant's side.

What are the Pickupp rates and maximum dimensions accepted?

Pickupp calculates its delivery pricing based on a combination of distance, parcel weight, and parcel dimensions, with rates varying by market and by the selected service tier. In Hong Kong, domestic delivery pricing starts from HK$40 for standard and same-day services, with next-day delivery available from HK$22 at standard rates. In Singapore, the base rate for domestic delivery starts from SGD$10 per shipment. These entry-level rates apply to individual parcel deliveries placed through the standard booking portal, with additional cost variables applied based on the specific distance and weight of each order.

• Pricing basis: Calculated per shipment based on distance, parcel weight, and dimensions, varying by market and service tier selected
• Hong Kong base rate: From HK$40 for standard and same-day delivery tiers; from HK$22 for next-day delivery
• Singapore base rate: From SGD$10 per domestic delivery
• Maximum parcel weight (domestic): 20 kg per item across all domestic delivery tiers
• Maximum parcel dimensions (domestic): The combined total of Width + Height + Length must not exceed 150 cm
• Service Point parcel limits: Parcels dropped off at Service Point locations are restricted to a maximum weight of 3 kg and combined dimensions (L+W+H) of no more than 80 cm

Pickupp applies a dynamic pricing model that uses machine learning to optimize cost structures across its merchant base. The Shopify app integration generates instant price quotations before any payment is committed, giving merchants full cost visibility at the point of order creation. Larger businesses and enterprise clients can access negotiated rates through commercial arrangements. Parcel dimensions and weight are subject to verification at the time of agent collection or Service Point drop-off, and parcels that exceed the stated limits may be refused or subject to additional charges.

What are the Pickupp delivery options?

Pickupp's primary delivery model is door-to-door, meaning a delivery agent collects the parcel from the sender's specified address and transports it directly to the recipient's address without requiring either party to visit a third-party location. For customers who prefer an alternative approach, Pickupp also operates a network of physical Service Points, which are staffed locations that function as both drop-off counters and parcel collection points. These Service Points are distributed across Pickupp's operating markets and are particularly well developed across Singapore.

• Door-to-door delivery: Agent collects from the sender's address and delivers directly to the recipient's address, available across all domestic service tiers
• Service Point drop-off: Senders can bring parcels to a staffed Service Point location for processing and dispatch rather than arranging a doorstep agent collection
• Service Point collection: Recipients can collect incoming parcels from a designated Service Point instead of receiving home delivery
• Parcel returns: Service Points accept returns, enabling e-commerce merchants to offer a structured returns process for their customers
• International drop-off: International shipments are processed through Service Point locations, where senders provide destination details, attach a printed waybill, and hand over the parcel for cross-border dispatch

Service Points provide a full range of parcel-related services, including drop-off for last-mile and international deliveries, self-collection of incoming shipments, parcel returns processing, and access to warehousing and fulfillment services. Staff at these locations are available to assist with parcel preparation and documentation. Parcels submitted at Service Points are subject to stricter size and weight restrictions than doorstep collections, with a maximum weight of 3 kg and combined length, width, and height not exceeding 80 cm.

For all domestic service tiers, Pickupp provides real-time GPS tracking throughout the delivery journey. Recipients receive automated SMS notifications when key milestones are reached, allowing them to follow the parcel's progress from collection through to final handover. For express service tiers specifically, the delivery agent captures a photograph of the delivered parcel at the point of handover and records an electronic signature from the recipient, providing both sender and recipient with documented proof that delivery was completed successfully.

What should I do if my Pickupp parcel is lost or damaged?

Pickupp includes basic insurance coverage with each delivery for business merchant accounts. In Hong Kong, this coverage extends to HK$1,000 per delivery order. In Singapore, the coverage applies up to SGD$120 per delivery item or the declared value of the item provided at the time of booking, whichever of the two figures is lower. This insurance is primarily available to business accounts rather than individual senders, and any claim for damaged goods must be submitted within a defined deadline following the delivery date.

• Coverage in Hong Kong: Up to HK$1,000 per delivery order for merchant accounts
• Coverage in Singapore: Up to SGD$120 per delivery item, or the declared value stated at the time of booking, whichever is lower
• Claim deadline: Claims for damaged items must be filed within one week (7 days) from the date of delivery; claims submitted after this deadline will not be accepted under any circumstances
• Evidence required: The merchant must provide satisfactory evidence that Pickupp or its delivery agents were directly responsible for the damage or loss, typically including photographic documentation of the damage and the item's declared value
• Packaging liability: Pickupp does not accept liability for damage resulting from insecure, insufficient, or improper packaging by the sender
• Customer support: Available via email and through live chat on the Pickupp Singapore platform; 24/7 online customer service is also accessible through the platform portal

Senders who fail to package their items in accordance with Pickupp's published packaging guidelines bear responsibility for any damage that occurs during transit as a result. The company's terms of service state that damage arising from inadequate packaging falls outside the scope of its liability coverage. For merchants shipping higher-value goods, declaring the item's value accurately at the time of booking is important, as the Singapore coverage is capped at whichever is lower between the declared value and the SGD$120 maximum. The 7-day filing deadline is strict, and no exceptions are made for claims submitted after this window has closed.

Does Pickupp handle international shipments and customs formalities?

Pickupp offers international delivery to over 200 countries and regions, primarily accessible through its Service Point network in Singapore. International deliveries are not placed through the same on-demand portal used for domestic orders. Senders must select the international delivery option separately, specify the destination country and Service Point store code for drop-off, then download and print a waybill to attach to the parcel before presenting it at the counter. Delivery timeframes for international shipments range from 3 to 6 business days, with nearby destinations potentially reached in as few as 3 days.

For customs purposes, Pickupp uses Harmonized System codes, the internationally standardized numerical classification system applied by customs authorities worldwide to identify goods and determine applicable duties, taxes, and regulatory requirements. Senders can supply their own HS codes at the time of booking, or leave this section for Pickupp to assign based on the item description provided. Accurate completion of all shipment details is critical, as incorrect or incomplete customs declarations are a frequent cause of delays and parcel holds at international customs facilities.

• Coverage: Over 200 countries and regions worldwide, accessible via Service Point drop-off in Singapore
• Delivery timeframe: 3 to 6 business days for international shipments, with the fastest connections reaching nearby destinations in approximately 3 days
• Customs documentation: Harmonized System (HS) codes are used to classify goods for customs processing; senders may provide their own codes or request Pickupp to assign them based on the item description
• Prohibited items: Explosives and other hazardous materials, plants, combustible, inflammable, poisonous, and toxic substances, livestock including dogs, cats, and birds, and guns, swords, and other weapons

Senders bear responsibility for verifying that their shipments comply with both Pickupp's prohibited items policy and the import regulations of the destination country. Pickupp's terms of service state that the company may refuse to accept any parcel found to contain prohibited items. Goods that are unrestricted domestically may still be subject to prohibition or significant restriction under the laws of the destination market and it is the sender's obligation to confirm these requirements before submitting a parcel for international processing.

Understanding tracking statuses

When tracking a Pickupp shipment online, a series of statuses appear as the parcel moves through the delivery network. Pickupp's tracking system is powered by real-time GPS data from delivery agents in the field, and recipients receive automated SMS notifications when key milestones are reached. The platform's tracking data is also accessible through third-party aggregators including EasyParcel. documents the following main tracking statuses and their meanings for Pickupp shipments.