Frequently Asked Questions
If your item does not have a tracking number, it means that your item is sent via Basic Mail. Basic Mail is not tracked nor traceable. If your item is sent via Registered Service, use our Track Item feature under Quick Tasks to get the status of your letter/parcel. Alternatively, you can fill up an enquiry form which is obtainable at all post offices, attach the Registered Service receipt and present at our post office for us to follow up with the country of destination. It takes between 1 to 3 weeks for the country of destination to revert back to us.
We apologise that we will be unable to trace mails without a tracking number.
Use our Service Finder to compare rates and delivery times of all our services and select one best suited for your needs. In addition, items may be subject to customs inspection which may in turn affect the delivery time.
Unlike Basic mail, registered mail offers proof of delivery and limited tracking features. For overseas registered mail, we can check with the postal organisation of the item at its destination if the addressee confirms non–receipt or request for proof of delivery. If an item is declared lost, we will provide compensation of up to S$68 per article or the declared value of the content, whichever is lower.
Use our Track Item feature under Quick Tasks to get the status of your letter/parcel. For overseas registered mail, SingPost provides the scan status up to the despatch of the item from Singapore to overseas. Please note that as not all countries provide scan status or update the scan status, there may be no detailed scan movement of the item at its destination available
The maximum liability of SingPost is limited to S$68.00 per article or the declared value of the content, whichever is lower. There will be no compensation for documents. You may purchase insurance offered by SingPost's insurers, if required.
Please quote the SmartPac delivery note's number (e.g. SM000000001SG), date of posting, Sender's and Recipient's address and particulars via our enquiry form. We will investigate and revert to you on the outcome of our investigation. There is a possibility of the SmartPac being returned to the Sender if the Recipient's address and/or details are incorrect or incomplete.
All claims must be filed to SingPost within 6 months from the date of posting. It must be accompanied by the following:
- Completed Claim Form.
- Copy of the registered mail item posting receipt.
- Copies of supporting documents to substantiate the amount being claimed, e.g. original purchase receipt, electronic payment confirmation, commercial invoice, etc.
Mail, fax or email (claims@singpost.com) the form and your supporting documents to:
Customer Relations Manager
Customer Service
Singapore Post Limited
10 Eunos Road 8 #13-02
Singapore Post Centre
Singapore 408600
Fax: 6842 5114
An enquiry should only be raised if the addressee confirmed non-receipt of the item. Please allow the following time frames before making enquiry on your registered mail:
- Local to Local - After 7 working days from date of posting.
- Local to Overseas (via Air) - After 18 working days from date of posting.
- Local to Overseas (via Surface) - After 8 weeks from date of posting.
The overseas postal administration may take up to 2 months to give a conclusive reply to your enquiry. All enquiries must be made within 6 months from the date of posting. You would need to provide a copy of the posting receipt, the Registered Service tracking number, details of the content, sender and addressee, and a letter from the addressee confirming non-receipt of the article. You can raise an enquiry here.
