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Q: Do I need to pay for my return shipping fee?
A: No. Returns through SPX Express Pick Up are free. If you choose Self Arrange, you must initially shoulder the return shipping fee, which may be reimbursed once the refund process is complete.
Q: Can I use SPX Express to return a bulky item?
A: Yes. SPX Express accepts return parcels within the following weight and dimension limits:
Pick Up: Up to 20 kg (and not exceeding 100cm any side)
Drop Off: Up to 50 kg (and not exceeding 150cm any side)
Q: Why can't I see SPX Express as a return shipping option?
A: Pick Up is only available in selected serviceable areas and for parcels within the allowed size and weight limits. If unavailable, you may choose Drop Off or Self Arrange.
Q: Why can't I select Pick Up after changing my return address?
A: Your selected address may be outside the serviceable area. If an error appears, choose another eligible pickup address to proceed.
Q: Do I need to provide my own packaging materials?
A: Yes. We recommend reusing the original packaging to secure your return parcel.
High-value, fragile, or boxed items: Use the original box packaging.
Damaged or opened pouches: You may use other secure packaging materials.
SPX Express may reject improperly packed parcels.
Q: How do I label my return parcel?
A: You may print the Air Waybill (AWB) and attach it to your parcel. If you don't have a printer, clearly write the Tracking Number found on the Return/Refund Details page directly on your parcel.
Q: What should I show the SPX Express rider during pickup?
A: Present the QR code from your Return/Refund Details page for scanning. If unavailable, provide your Tracking Number for manual entry.
Q: Can I cancel my return request if my parcel is on the way to the Seller?
A: No. You can only cancel your return request if the parcel is still with you.
Q: What happens if I'm unavailable during pickup?
A: The SPX Express rider will make a second pickup attempt. After 2 failed attempts, your return/refund request will be canceled. You may submit a new request if your order is still within the Shopee Returns Window.
Q: What if the SPX Express rider did not arrive on the scheduled Pick Up date?
A: Wait until the following day. If the rider still doesn't arrive, you may cancel and submit a new return request, provided your order is still within the Shopee Returns Window. The Return/Refund button will become available within 24 hours after cancellation.
Q: Do I need to upload my SPX Express waybill?
A: No. SPX Express automatically updates your return status after pickup. If the status hasn't updated within 24 hours, contact Shopee Customer Service.
Q: Can I change my selected pickup date?
A: Yes. On the Return Instructions page, select CHANGE > Choose your pickup address and new date > Confirm your booking. A new Tracking Number will be generated. Make sure to update the tracking number written on your parcel.
⚠️Note You can only change your return shipping option once. If you switch from Drop Off to Pick Up, the change is final. |
Learn about raising a return and refund request and getting your payment for a refund.