I didn’t receive my package

If you haven’t received your package, here are some things you can do:

  • Check of the destination address is complete and correct
  • Check the driver’s location through the application
  • Contact the driver to make sure your order has arrived to the destination
  • If the status of the items/package has been delivered but you have not received them, please confirm beforehand whether it has been received by other people, such as security guard or people at home
  • For GoBox, ensure the item that you send is according to the terms & conditions

The item(s) that was not successfully sent because the recipient cannot be found at the destination address, are not the responsibility of GoSend/GoBox, and GoSend/GoBox does not provide any deposit service in whatsoever form to the customers.

Please visit the following link www.gojek.com/terms-of-service for more information.

How to report for this issue?

You can tell us in detail via Gojek Help page (under My Account menu) by clicking the Contact Us* below this article so we can take action on this and make sure it won’t happen again in the future. 

*Contact Us button only accessible when you open this page on your phone/tablet

*If you use GoSend as a shipping method when ordering through online shopping/e-commerce website, and you do not receive your package, please contact the online shopping/e-commerce website first to know your order status.

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