SF Box / Pack Q&A

Online - SF Boxes / Packs are available on this website. You will be able to purchase S & M sizes of poly mailers and carton boxes either bundle of 10, 20 or 50.

As per our SF Pack Terms & Conditions (section 10), our delivery policy is as per following:

• Any order below SGD 50: SGD 1.5 extra delivery fee applies
• Any order from SGD 50: free delivery

For online purchases, your SF Boxes / Boxes will be prepared by our fulfillment team within 1 working day upon receipt of your payment, and delivered to you within the next 3 working days. Please use the tracking number provided in your email to follow the status of your delivery.

Definitely. To help you get started, a hardcopy of User Manual would be sent to you together with SF Boxes / Packs. In addition, please visit our tutorial page here for a step-by-step guide. You'll be set in a couple of minutes.

No. It is not mandatory, but if you wish to write anything on SF Box or Pack, feel free to. We will only use the information you key in during the order creation process in your SFGO to deliver your recipient. If unfortunately the delivery is still unsuccessful after 3 attempts, we will also use the return address you provided to return SF Boxes / Packs to you.

No. Unless you manually write in on SF Box / Pack, your recipient won't be able to see your return address. This information, required in the order creation process in SFGO, is only accessible to you and SF Express.

No. SF Boxes / Packs are postage paid poly mailers or carton boxes. It means that the delivery service is already included in the price, you won't be required to make any additional payment to use it.

No. SF Boxes / Packs are exclusively used for domestic shipments in Singapore, and there are a few restricted areas to which we cannot deliver: please refer to SF Express Singapore official website for more details. If you are looking to ship goods overseas, you may do so through SF International App or Mini program.

Yes. SF Boxes / Packs are not suitable to ship every kind of goods. Please read the "Prohibited Items" list for more details.

If you decide to ship fragile goods with SF Boxes / Packs, we warmly advise you to follow our "Packaging Guidelines" to ensure your goods arrive in good condition. You may also consider individually packing your fragile goods in bubble wrap or other protective materials. As our sorting process is automated, please note that we cannot fully ensure that your goods will not be damaged.

Yes. After successfully placing orders, you need to print out the waybill and stick it on SF Box / Pack for SF Express to access the required information for sorting and delivery.

Yes. Every SF Box / Pack comes with an expiry date, which is indicated in the Welcome Letter that sent to you. The usage period is typically 12 months from the date of purchase.

We currently offer 2 payment options for online orders:

• Debit/credit card
• PayNow* to UEN 200715259N with your name and order reference number

* By choosing to confirm your order via PayNow payment, you will need to manually transfer the total amount to our account within 30 minutes (UEN: 200715259N). Please note that your order will not be prepared until your payment is reflected in our bank account, which typically takes 1 to 2 working days.

Your Invoice would be sent directly to you through the confirmation email you have received once your order has been confirmed.

If you didn't receive an email, it may have been filtered to your junk or spam folder. If you are unable to locate the confirmation email in your spam/junk folder, please email to sgsfpacks@sf-express.com for assistance.

SF Packs purchased on our website per order over SGD 50 are already inclusive of a bulk discount as well as free delivery to your doorstep. Therefore, no further discount can be offered.

Simply add your Packs to your cart and proceed to check out. On the checkout page, you will find a field to key in your discount code. Click the "Apply" button to apply the discount before confirming your order.

Please make sure to read the terms and conditions of the discount code you are trying to use: very often, these codes are limited either in quantity, in time (valid within a given period of time), to one use per person, etc. If you need further assistance, please reach out to us at sgsfpacks@sf-express.com

No. SF Packs are not eligible for pickup, therefore cannot be collected from you. They will need to be dropped off at one of our SF Service Points or PUDO points.

You can drop off your SF Packs at our SF Service Points or PUDO points within our extensive network in Singapore. Locate your nearest drop-off point through this website.

Parcels are picked up from the drop-off point by the next working day. Our partner points’ staff are requested to scan the parcel directly upon drop off. Please make sure they do so, as this scan triggers the pick-up instruction to our drivers. If you experience any issue with our partners’ staff, please do reach out to us immediately at 1800 311 1111.

To follow the status of your SF Packs, you can visit our tracking page and key in your tracking ID to find out exactly where your SF Packs are.

We are currently not able to address express delivery requests. Rest assured that our team always does our best to fulfill SF Packs orders as early as possible (within I working day after confirmation). From there, it typically takes 1 to 3 working days to reach your doorstep.

If you (or your customer) are looking to know what is the status of a delivery via SF Pack, simply visit our tracking page and key the tracking ID of the SF Pack you’re looking to locate.

After we pick up your SF Packs from our drop-off point, they will be delivered to your recipient within 1 to 2 working days, anytime between 8AM to 10PM.

Every SF comes with 3 free delivery attempts. If your recipient isn’t available to receive your parcel the first time, we will try to deliver the SF Pack again 2 more times. Your recipient will be able to instruct our driver to leave the Pack in a safe place through WhatsApp. If the parcel is still undelivered after 3 tries, we will proceed to return the SF Pack to you.

Should you require urgent deliveries, you can use our door-to-door same day (Speedy Express) or next day (Standard Express) services. Please drop us an email at sgsfpacks@sf-express.com to find out more.

As stated in our Term and Conditions of SF Packs (section 11), all SF Packs sold are non-refundable and non-exchangeable. If you have any further concerns, please do reach out us at sgsfpacks@sf-express.com and we will review each request on a case-by-case basis.

In rare occasions, you may be delivered one or several SF Packs without a tracking ID label (QR code). In this event, kindly reach out to us at sgsfpacks@sf-express.com and provide us with:
a) A picture of the Pack(s) which came without tracking ID
b) Your original order number (included in your order confirmation email. i.e. Order #1234)

Upon receipt, we will provide you with a replacement tracking ID so you can use these SF Packs. Please note that you will need to print out a waybill, and tape it on your SF Pack. The process is very simple:
a) Just create your order as per usual
b) Head to “Order History” > “View Orders” > Find your order and hit “Print out waybills” to print out the waybill.
c) Tape it on the SF Pack
d) You are good to go! You can now proceed to drop off as per usual.

Your SF Packs’ tracking ID starts with “SF…”. Before reaching out to us, please attempt to follow the procedures below as they usually solve most of the problems.
a) Instead of our mobile phone app, try to insert the tracking ID on “Tracking” page of SF Express Singapore official website.
b) Double check under the “Order History” tab if any order is tied to the tracking ID you’re trying to use. Occasionally, your order may have been created without the system informing you accurately.

If, after attempting the procedures above, your problem hasn’t solved, please reach out to us at sgsfpacks@sf-express.com and provide us with:
a) Your SF Pack tracking ID
b) A screenshot of the issue you are facing
c) A screenshot of the error message you are prompted (if any)
d) A rough estimate (date, time) of when the issue happened

If you are missing any items from your order, please reach out to us at sgsfpacks@sf-express.com and provide us with:
a) Your original order number (included in your order confirmation email, i.e. Order #1234)
b) How many Packs and which size are missing

In accordance with Terms and Conditions of SF Pack, in the event the contents of a SF Pack are lost or damaged as a result of SF’s poor handling of the SF Pack, SF Express shall be liable for no more than the value of the parcel or SGD 50, whichever is lower. To reimbursed amount is inclusive of the cost of the SF Pack used and no replacement pack shall be provided. To claim liability, please reach out to us at sgsfpacks@sf-express.com within 7 days of delivery and provide us with:
a) The damaged Pack’s tracking ID
b) Pictures of the damaged Pack and the good it contained
c) Original invoice to certify the value of the goods

As per Terms and Conditions of SF Pack, the maximum amount to be refunded is SGD 50, inclusive of the cost of the SF Pack.

Please reach out to us at sgsfpacks@sf-express.com and our Support team will get back to you as soon as possible.