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Q: How should I proceed if I want to use a courier other than the recommended alternative Non-integrated courier for bulky items weighing 50 KG and above?

A: You can use your preferred courier but must coordinate with SHOPEE CS before booking the pickup, informing the Warehouse team for proper preparation.

Q: Is there a specific timeline for me to inform SHOPEE CS about the intent to use their preferred courier for bulky items?

A: You can contact SHOPEE CS within the 30-day claim period (from the contact date by Shopee) if you intend to pick up the item/s with your preferred courier, ensuring smooth coordination with the Warehouse team. The Warehouse team operates until 3 PM, so it's advised to coordinate with SHOPEE CS within that timeframe for pickup scheduling of bulky items. 

Q: Can I request a change in the delivery location for the return of a bulky item after coordination with SHOPEE CS? 

A: To ensure smooth delivery, you have the option to select a separate delivery address from the one saved in your account. However, this alternative address must be set during coordination with SHOPEE CS to avoid any failed deliveries.

Q: Can I choose to self-insure my bulky items during the return process, and what steps should I take for this?

A: While self-insuring might not be readily available with the recommended alternative Non-integrated courier, you can document any damages/issues on the item/s upon receipt and can contact SHOPEE CS with the evidence to review if eligible for a refund.

Q: Is there a specific timeframe that I should report issues with the condition of the bulky items I received after the return process?

A: You should promptly document and report any issues upon receiving the bulky item. Failure to do so may impact your ability to file a successful claim in case of damage during the return process.

Q: What measures are in place to ensure the secure handling and processing of bulky items during the return journey?

A: SHOPEE's warehouse team follows strict protocols to ensure the secure handling and processing of bulky items. 

Q: How can track I the status of my bulky items shipped via recommended alternative Non-integrated courier? 

A: A confirmation email will be sent to you with accompanying tracking information. You may utilize the provided tracking link to monitor the delivery progress of your parcel.

Q: Can I request an extension to the 30-day claim period for items not processed due to my refusal to shoulder the shipping fee?

A: The 30-day claim period is set, and you cannot request an extension. It is crucial for you to agree to shoulder the Return Shipping Fee or book a pick-up within the specified timeframe to avoid disposal.

Q: What happens if I fail to contact SHOPEE CS before using my preferred courier for bulky items?

A: You must contact SHOPEE CS before using your preferred courier to inform the Warehouse team. Failure to do so may result in complications or delays in the return process. Strictly “no booking-no pickup”.

Q: Can I still dispute or appeal the disposal of my item after 30 days?

A: No, after 30 days, disposal is considered final. It's crucial to adhere to the return process and conditions within the specified timeframe.

Q: Can I request a specific time for the pickup of my bulky item with my preferred courier?

A: While specific pickup times can be arranged with your preferred courier, it's essential to coordinate with SHOPEE CS in advance for proper communication with the Warehouse team.

Q: What if my preferred courier is unable to pick up the bulky item as scheduled?

A: If there are issues with the pickup schedule, promptly communicate with both SHOPEE CS and your preferred courier to reschedule and avoid any disruptions in the return process. You may contact SHOPEE CS via chat within 30 days from initial contact to avoid disposal of the item/s.

Q: Can I arrange for the pickup of multiple bulky items with my preferred courier in a single booking?

A: The ability to arrange pickups for multiple items in a single booking may depend on the policies of your preferred courier. Coordinate with SHOPEE CS and the courier for the most efficient process.

Q: How can I file for a Return Shipping Fee refund if I use a different courier to pickup my return parcel?

A: You need to contact SHOPEE CS to request for RSF refund providing a valid document showing the total charges incurred for the shipment (including toll fees, entrance fees, etc.)

Q: If I use my own courier to pickup my return parcels, can I still get a refund for the RSF?

A: While you chose your own courier for the return, you can still get a refund for the Return Shipping Fee (RSF) by contacting Shopee Customer Service. The refund amount will match the price of our recommended non-integrated 3PL service. To speed up the process, please provide a valid document showing the total shipping cost, including tolls and entrance fees, for your chosen courier.

Q: Can I still file for claims if I received the item/s with issues using my preferred/own courier?

A: By choosing your own courier for this return, you acknowledge that Shopee will not be held liable for any potential damage or issues with the item(s) upon delivery. In such circumstances, you will be responsible for contacting your chosen courier directly for any necessary assistance.

Q: I received Return-to-Buyer (RTB) order(s) containing missing, wrong, or damaged items upon return using the recommended alternative Non-integrated courier.

A: You can document any damages/issues on the item/s upon receipt and contact SHOPEE CS with the evidence to review if eligible for a refund.