Ask our chatbot
5G Unlimited+ and 5G Platinum Delivery
Will I get a notification about my delivery?
Yes, you'll receive an SMS from us notifying you of the status of your order.
Is there any fee for the delivery of my order?
Delivery for your order is free! We got you.
Can I track the delivery of my order?
You can check the status of the delivery on the StarHub app.
Do I need to receive the delivery personally?
You'll be required to provide an OTP for verification during the delivery. Therefore, it will be ideal if you can receive the delivery in person.
Can my family members receive the item(s) on my behalf?
In the event that you're unable to receive the item(s) yourself, you can get a proxy to receive it on your behalf. Provide a Letter of Authorisation and your original ID to your proxy during the collection. Your proxy will also be required to present their original ID and provide the OTP for verification during the delivery.
What are your delivery hours?
Our delivery hours are from 9am to 10pm, and there are 3 timeslots available for selection, 9am to 1pm, 2pm to 6pm and 6pm to 10pm.
A tracking link with delivery updates will be sent to you via SMS 2 hours prior to the delivery.
Am I able to choose specific hours for the delivery?
Yes, there are 3 timeslots available for selection, 9am to 1pm, 2pm to 6pm and 6pm to 10pm.
A tracking link with delivery updates will be sent to you via SMS 2 hours prior to the delivery.
Can I reschedule the delivery? Will there be a charge if I do so?
Yes, you can reschedule your delivery up to 1 day before the delivery date. There is no charge for rescheduling of delivery.
How do I reschedule delivery?
You can reschedule your delivery on the StarHub app. Go to "Activity", select the respective mobile service, and edit the delivery date/time under delivery details.
I have a delivery happening today but I have to attend to an urgent matter. Can I reschedule the delivery?
If you're not able to receive the new/replacement SIM card personally, you can appoint someone (proxy) to receive the package on your behalf. Here's what your proxy needs to present when they receive the delivery:
- A letter of authorisation from you
- Your original ID
- Their original ID
- OTP sent to you (via SMS/email) for verification
Alternatively, you can reschedule the delivery on StarHub app after receiving a failed delivery notification from us.
I want to change the delivery address. How do I do it?
You can change the delivery address on StarHub app. Go to “More” > "Activities”, select the respective mobile service, and edit the delivery address under delivery details.
I missed the delivery. What should I do?
We're sorry we missed each other! Don't worry, let's get your package back on track. If you missed your scheduled window, here is our next step to fix this together: simply open the StarHub app, go to "Activity", select "Reschedule" under your mobile service, and pick a new time slot that works best for you.
My delivery didn't arrive on the schedule provided. Where can I follow up?
We're truly sorry for the delay, and we're looking into this right now. Please reach out to us directly via the chat feature on your StarHub app. Our HubCare team is on it—we will investigate what happened and make sure your new delivery date is fast-tracked and prioritised for you.
Can I set the delivery to an overseas address?
At this time, we only do delivery to local addresses.
There's a missing item in my delivery. What should I do?
We're sorry to hear about this. Please reach out to us on the StarHub app for further assistance.