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 at the destination
• For GoSend and GoBox, ensure the item that you send is according to the terms & conditions

Making sure all the items above is a must to avoid unreceived item(s).

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.

For GoSend/GoBox goods that fail to be delivered by our drivers because the recipient is not found/not in the destination place, these items will be handed over to the Gojek office to be stored by Gojek. You can retrieve the item at the Gojek office within:

• 3 (three) calendar days from the order date. Valid for perishable goods that have an expiration date such as food, drinks, groceries, etc.
• 30 (thirty) calendar days from the order date. Valid for other items that don't have an expiration date/time such as mobile phones, bags, clothing, etc.

If the respective customers don’t claim their item(s) within the above timeline, then the entire title rights of your item(s) were transferred and handed over to us. Thus, we have the full right to take any action on the said item(s).

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

How to report this issue?

You can tell us in detail via Gojek Help page (under My Profile 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

Please note once you choose GoSend to deliver a package, your package is protected under insurance offered by Gojek and PasarPolis*. We do this to guarantee your package will be safer during the delivery.

With this insurance policy, you can submit a claim if the package you received was broken or lost during the delivery. Click the GoSend insurance article for additional information and to learn about the steps of submitting the claim.

*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.