Terms of Service

Last updated: 8 September 2026

These Terms of Service ("Terms") govern your use of the parcel delivery services offered by Packargo Pte Ltd ("Packargo", "we", "us" or "our") through our website and customer portal. By making a booking, creating a customer portal account or otherwise using our parcel delivery services, you agree to be bound by these Terms. If you do not agree, please do not use our services.

Our freight forwarding and warehousing and fulfilment services are provided under separate service agreements agreed individually with each customer, and are not covered by these Terms.

1. Our services

Packargo provides parcel delivery between Singapore and Malaysia, operated through our own warehouses in Ubi, Singapore and Kulai, Johor, and our own fleet of vehicles. We handle customs declarations and forwarding paperwork for cross-border parcels as part of the service. We serve business (B2B), business-to-consumer (B2C) and consumer-to-consumer (C2C) shipments.

2. Bookings and quotations

Standard parcels within our published size and weight limits are quoted instantly through our rate calculator. Parcels outside these limits are quoted individually based on the details you provide. A quotation is valid only for the shipment details supplied to us; if the actual weight, dimensions or contents of a parcel differ from what was declared at booking, we may adjust the price or decline to proceed with the shipment.

3. Your responsibilities

When you book a shipment with us, you agree that you will:

• Provide accurate and complete information about the sender, recipient, contents, weight, dimensions and declared value of the shipment;
• Package the shipment adequately to withstand normal handling during transport;
• Not include any prohibited item as set out in section 4 below; and
• Ensure that you have the right to send the goods, and that doing so does not infringe any law or third-party right.

You are responsible for the accuracy of customs declarations, including the declared value and description of goods, for any cross-border shipment.

4. Prohibited items

Unless we have agreed otherwise with you in writing in advance, you must not send us:

• Cash, negotiable instruments or bearer securities;
• Illegal drugs, weapons, ammunition or explosives;
• Live animals or perishable goods requiring temperature control;
• Hazardous, flammable, corrosive or otherwise dangerous materials;
• Counterfeit goods or items that infringe intellectual property rights; and
• Any item whose import or export is restricted or prohibited under Singapore or Malaysian law.

We may open and inspect any shipment where we reasonably suspect it contains a prohibited item, and may refuse to carry, or dispose of, a shipment that does.

5. Customs and duties

Import duties, taxes and other charges imposed by customs authorities are separate from our shipping charges and, unless otherwise agreed, are payable by the recipient of the shipment. Delays caused by customs inspection, incomplete or inaccurate documentation, or a recipient's failure to pay duties owed are outside our control and we are not liable for them.

6. Pricing and payment

Charges for our services are as quoted at the time of booking, payable through the customer portal in accordance with your invoice. Payments are processed by our payment service providers; we do not store your full card details. We may suspend or decline to process a shipment where payment has not been received.

7. Delivery timeframes

Any delivery timeframe we provide, including the estimates shown on our website, is an estimate and not a guaranteed delivery date. Timeframes may be affected by factors outside our control, including customs processing, weather, and circumstances described in section 11 below.

8. Delivery attempts and uncollected parcels

The number of complimentary delivery attempts for a shipment is as stated in your booking quotation. Where a parcel cannot be delivered after the attempts included in your quotation, or is not collected by the recipient, additional delivery attempts, storage, or return of the parcel to sender may incur further charges.

9. Liability and claims

We take reasonable care in handling every shipment. If a shipment is lost or damaged while in our care due to our negligence, our liability is limited to SGD 100 per shipment (or MYR 300 for shipments priced in Malaysian Ringgit), unless you have arranged additional shipping insurance with us. We are not liable for indirect or consequential loss, including loss of profits or business opportunity.

Any claim for loss or damage must be reported to us in writing within seven days of the scheduled delivery date, or within seven days of delivery in the case of damage that is not apparent on the outside of the packaging. Claims made after this period may not be accepted.

10. Cancellations and refunds

To cancel a booking, please contact us directly; a booking cannot currently be cancelled through the customer portal itself. You may cancel a booking before it has been collected for a full refund of the shipping charge. Once a shipment has been collected, cancellation and refund are at our discretion and may be subject to a handling charge to cover costs already incurred. Charges paid for a shipment that we are unable to complete due to our own fault will be refunded in full.

11. Force majeure

We are not liable for any failure or delay in performing our services caused by circumstances beyond our reasonable control, including natural disasters, extreme weather, strikes, civil unrest, changes in government regulation, or disruption to customs or transport infrastructure.

12. Customer portal accounts

If you create an account on our customer portal, you are responsible for keeping your login credentials confidential and for all activity that takes place under your account. Notify us immediately if you suspect unauthorised access to your account.

13. Intellectual property

All content on our website and customer portal, including our logo, text and design, belongs to Packargo or our licensors and may not be copied or used without our prior written consent.

14. Changes to these Terms

We may update these Terms from time to time. The date at the top of this page indicates when it was last updated. Continued use of our services after a change takes effect means you accept the updated Terms.

15. Governing law

These Terms are governed by the laws of Singapore, and any dispute arising from them is subject to the exclusive jurisdiction of the courts of Singapore.

16. Contact us

If you have questions about these Terms, please contact us at:

Packargo Pte Ltd
25 International Business Park, #04-103L, German Centre
Singapore 609916
Phone: (65) 8912 6977
Email: hello@packargo.express