Support FAQ

My shipment was received damaged; how do I request for a claim?

You may raise a ticket or email Customer Support with photo evidence of damaged shipment. Damaged item must be kept by receiver as this will be collected by the courier during their damage investigation. Also, damaged shipment should be reported to Customer Support within 7 days from delivery date in order to dispute with courier.

Why can’t I track my shipment?

Customer should make sure that tracking number they have is correct. If they can’t see scans on Tracking History, customer can also check courier website. If all else fails, customer must contact Customer Support for assistance.

My parcel hasn’t moved.

If customer sees no movement for 2 business days, they must contact Customer Support to review and investigate. If delay is only for 24hrs, it is best to monitor and wait for further scans later within the day or following day.

How do I report missing shipment?

Customer can raise a ticket through the World Options portal or send an email to Customer Support.

Can driver bring label upon collection?

Drivers cannot bring label upon collection. Parcel must be ready once driver arrives to avoid non-collection. 

Can goods be sent here?

If you are unsure if couriers can ship to a specific country, it is best to contact your Customer Support to confirm.

Can I use document envelope for shipping small items?

Document envelopes can’t be used for shipping small items. Courier will still audit this as a parcel.

Can I book domestic shipments for a different country?

Customer cannot book domestic shipments for a difference country on the World Options portal.

Can my shipment be re-directed?

Customer can request for shipment to be re-directed to another address within the delivery country. Request is still not guaranteed and it will depend on how soon local depot will receive notice. Note that, customer cannot re-route parcel to another country. A completely new booking should be made in this instance.

Why is there an exception on my shipment?

There are various reasons on why shipment has an exception. Customer should contact Customer Support to review and investigate.

My booking can’t go through.

If customer gets an error message while booking, customer should take a screenshot and send it to Customer Support to review and raise a query with IT if needed.

Why did my booking fail?

Generally, bookings fail because it was booked past courier cut-off. Customer may rebook this on the World Options portal or they can contact Customer Support for rebooking request.

Why am I getting a post code error?

World Options portal gives this error if postcode & city provided does not match. Customer should confirm if addresses provided are correct. If confirmed that everything is correct and still gets the same error, customer should send screenshot of error with collection and delivery details to Customer Support for investigation.