Frequently Asked Questions

Not sure which district your starting point or destination is in?

If you don’t see your exact locations in the "Choose by district" option, we recommend you to find them with our more visual "Map" option.

I urgently need a vehicle, but I can’t find a driver! What do I do?

Drivers may not always be available during peak hours. We recommend that you add some "bonus" (there's an option for that) when you make your order, to make it more attractive to drivers and increase their chances of responding to it first.

Why were the actual prices a bit different from the quote?

In far-­away places, the actual price may differ from the quote. We recommend you to clarify the situation with your driver and figure out the actual price of the trip beforehand, to avoid any misunderstandings. You may also call GoGoVan for inquiries.

Are tunnel toll fees included in the app’s quoted price?

No, the app’s quoted price for your order does not include tunnel toll fees. For details on tunnel and bridge fees, please visit the section "Tunnel and bridge fees".

Why doesn’t the license plate number of the van match the one displayed in the app’s information?

To maintain our strict quality control, GoGoVan does not allow our drivers to shift their orders to another person (ie. a driver not registered with GoGoVan). If the license plate number of the actual van does not match with the one displayed on the app, please call GoGoVan immediately to report the case.

My driver is severely late, or has not appeared at all, without any proper notice. What do I do?

Please call and report this to GoGoVan. We will assign new vehicles for you.

What do I do if I either want to change the starting point or destination of my order, cancel the order, or change the vehicle choice after the order has been confirmed?

If you'd like to cancel or edit the order, please contact your driver directly. Our drivers will be happy to accommodate.

I'm not sure if my goods exceed the weight or dimension limits?

GoGoVan provides different types of vehicles for carrying goods of various weights and dimensions. A regular van can carry up to 1 ton; if the good exceeds 6ft in length, please select the "Goods exceeding 6ft in length" option when making your order. If you’re not sure which vehicle to choose, please refer to the Service Description. Alternatively, you may contact your driver directly for inquiries.

How can I reissue my order record?

The order record details your order’s route, time, price, and other related information. If you want to reissue the order record, please tap the menu icon on the top left corner of the app, select "order record", choose the record you’d like to see, and tap on / on the top right corner. You may then fill out the email address that you’d like the record to be sent to.

I’ve confirmed my order and then received the driver’s information. What should I do now?

When you see the driver's information, it means that the driver has already received your order. You may now wait for the driver's call to confirm the exact pickup point and destination.

What if there's no vehicle type that's suitable for my order?

If you'd like a 16 ton truck or other vehicle types, please call GoGoVan and we will arrange everything accordingly.

What are GoGoVan operating hours?

Our app works 24/7. Just order on our app anytime for our delivery and moving services. If you’d like to order through our hotline or like to call us for any inquiries, our office hours are from Monday to Sunday morning from 7 a.m. to 12 a.m. midnight.

How long is the transaction record stored for?

Unless you uninstall the GoGoVan app, the transaction record will always remain on your phone.

Please call GoGoVan at 3590 3399 to inquire about any questions you may have that are not mentioned above.

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