Frequently Asked Questions

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  • All bookings must be placed online through our website www.wekago.com

  • Yes, you must have a registered account with us in order to proceed with your booking.
    Click Sign Up to register one now!

  • Firstly, you will need to log in to your account.
  • Once you’ve decided on your preferred courier service provider, fill up the details of your sender, receiver, parcel and collection date.
  • Payment is done through a credit system in your user account. You will need to ensure that your account has sufficient credits available, and if not, you may reload / top-up your account instantly via credit card / online banking / Kiple e-wallet.
  • Print out the Airway Bill (AWB) and attach it to your parcel before the scheduled collection date.

  • We can be contacted via email or phone.
    Please direct all inquiries to support@wekago.com or contact us directly via our hotline +6012-256 5118 / +603-55697118.

  • There are two (2) types of weight measurement :-
    • Gross weight (actual weight) : Total weight of the parcel in kilogram (kg).
    • Volumetric weight : Based on parcel dimension.

    The final weight will be determined by whichever is higher – gross weight or volumetric weight.

  • Volumetric weight is sometimes referred to as "dimensional weight". It is a billing technique which takes into account the length, width and height of a package. Our system automatically calculates the correct volumetric weight for your consignment. Kindly take note that final delivery rates are calculated based on whichever weight is higher (gross weight vs volumetric weight).

  • Yes, all confirmed orders / parcels must have a printed Airway Bill attached to them. Without an Airway Bill, our courier partners will not be able to deliver your parcel.

  • Yes, all items must be packed well to minimize damage risk.
    Please refer to our packaging tips & guidelines HERE

  • We’re glad you asked! We strongly advise that all items are wrapped, packed & sealed securely before the driver arrives for collection. Materials such as bubble wrap and Styrofoam are very useful in providing a shock-resistance element to your packaging, thus minimizing the risk of parcel damage while in transit.
    If you are delivering fragile item(s), below are some of our pro packing tips for your consideration :-
    • Wrap each fragile item with newspaper and then add on a layer of bubble wrap.
    • Arrange your item(s) in a box with the heaviest item(s) at the bottom, followed by lighter ones on top.
    • Use fillers to fill in any gaps inside the box (e.g. styrofoam / peanut foams / scrunched up newspaper). This will ensure that your item(s) are secure and compactly arranged.
    • Seal your box well with tape.
    • Label your box ‘FRAGILE’ so that our handlers will know to take extra precaution.

  • And last but not least - don’t forget to attach your consignment note / airwaybill to your parcel.

  • On our main page, key in your ‘From’ and ‘To’ postcode, followed by parcel weight.
    Then, click ‘Quote and Book’.
    You will find a list of courier provider options and pricing for your consideration.

  • Wekago utilizes a credit system which requires you to top-up / reload into your user account.
    Payments can be made via credit card, debit card or online banking.
    Click HERE to top-up your account.

  • Firstly, it’s important to note that same-day collection is only provided by selected courier providers (not all).
    Here are our list of courier providers that offer same-day collection :-
    • Flickpost
    • Titus
    • CJ Century
    • GDex
    • NinjaVan
    • Aramex

    For same-day collection, your order must be placed before 11:00AM.
    All orders received after 11:00AM will automatically be rolled over to the next day / next-day collection.

  • The courier provider shall to their best ability, arrive at your collection address according to the listed time. Our typical / usual collection window is between 1pm - 6pm but this might vary slightly across different courier providers.
    Alternatively, some courier providers allow you to schedule a preferred collection date (14 days in advance).

  • Do take note that not all courier providers provide this option. The following are those who do allow you to select your preferred collection date :-
    • CJ Century
    • GDex
    • Aramex

  • As for parcel collection time, it depends on availability of drivers in a particular area, hence we are not able to provide you an exact time.

  • Alternatively, if over-the-counter drop-off happens to be more convenient for you, you may opt to do so at the nearest branch of your selected courier provider.

  • If your parcel is not collected on the intended / requested date, please let us know immediately. We will assist to clarify the situation with the courier provider and shall re-book the collection for you.

  • Click into your account (top right) and select ‘Parcel History’.
  • Identify your order / shipment and click on the ‘Track’ button to retrieve its latest status.

  • Please contact us at support@wekago.com as soon as possible if you're having technical issues regarding downloading / printing of air waybill.

  • Visit our website www.wekago.com
  • Click on the ‘Sign Up’ button (top right) or click HERE.
  • Enter your name, email address and password.
  • Enter your mobile number to receive a verification code (via SMS).
  • Key in the verification code.
  • Congrats, you’re now a registered user! Check out Wekago’s introduction video to kick -start your first booking!

  • Visit our website www.wekago.com
  • Click on the ‘Log In’ button (top right).
  • Enter your email address and password OR sign in via your Facebook / Google account.

  • Visit our website www.wekago.com
  • Click on the ‘Log In’ button (top right).
  • Enter your registered email address and click on the ‘Send’ button.
  • An email will be sent to your registered email address. Log in to your email and click on the reset password link.
  • Enter your new password.
  • Your password has now been reset. You may proceed to log in with your new password on www.wekago.com

  • Once registration & verification is complete, your email address can no longer be changed.

  • After each successful credit top up, an invoice will automatically be sent to your registered email address.

  • We’re sorry about that – technical glitches do sometimes occur unexpectedly.
    If it does, please email us immediately at support@wekago.com and include the following :-
    • Registered email address
    • Reference number
    • Screenshot of ‘successful top-up’ email from KiplePay.

    Our team will verify and rectify the issue as soon as possible.

  • Credits are non-refundable. However, these credits do not have any expiry.

  • **Wekago reserves the rights to cancel, terminate, suspend or amend the Credit Terms of Use at any given time / as and when deemed necessary without prior notice.

  • All orders placed via Wekago are automatically and instantly processed. Should you wish to make a cancellation to your order, please contact us immediately / as soon as possible at support@wekago.com and we will do our best to assist.

  • All refunds are subject to our standard verification procedures. To begin the process, please email us and state your registered email address, parcel ID & tracking number.

  • All orders once placed, cannot be edited / amended. You are advised to cancel the old booking and resubmit a new order.
Frequently Asked Questions

Got a question? You're not alone, we're always here to help!