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Online Store - Delivery and Track Order

General


1
What are your delivery times?

Our delivery schedule for TV and Fibre Broadband is arranged in blocks as follows:

  1. 9.00am to 11.00am
  2. 11.00am to 1.00pm
  3. 2:00pm to 4:00pm
  4. 4.00pm to 6.00pm
  5. 6.30pm to 8.30pm


And our delivery schedule for Mobile is arranged in blocks as follows:

  1. 11.00am to 1.00pm
  2. 2:00pm to 4:00pm
  3. 4.00pm to 6.00pm
  4. 6.30pm to 8.30pm
2
How can I track my order via My StarHub App?

The live tracking of your delivery will become available when our Hub Trooper is making their way to your location. You will receive an SMS notification when the delivery is on its way to you.

  1. To view your appointments, just tap on "Others"
    Appointment Related FAQs 2A
  2. Click on "Support".
    Appointment Related FAQs 1B
  3. Finally, go to "Appointments".
    Appointment Related FAQs 2C

3
What should I do if my delivery is late or delayed?

We apologize for any delay that you are experiencing with your order.


Our Hub Trooper will contact you by phone/SMS to inform you of any unforeseen circumstances or traffic conditions affecting the scheduled delivery. You may also check the appointment status via My StarHub App.


Note: We will send an SMS notification when our Hub Trooper is making their way to your location. Live Tracking will also be available on the app once you receive the SMS. Please refer to "How can I track my order via My StarHub App?" FAQ for instructions on how to check the status of your delivery via My StarHub App.

Meanwhile, we will reach out to you should a product (e.g., preorder device, premium) will be delayed from our trusted supplier/partner.

If you have not received any updates on your registered contact details, please reach out to us via Facebook or WhatsApp for immediate assistance.


4
Why didn't I get any delivery schedule even if my order was already confirmed via SMS/email?

If you have submitted an order via the Online Store, you will be able to select the delivery date and preferred time upon checkout, subject to availability. You may also check the status of your delivery via My StarHub App. Just go the "Support" tab and select "Track Delivery."


If you have not received confirmation or sufficient information about your delivery schedule, please don't hesitate to contact us on Facebook or Twitter, or at 1633 for further assistance.


5
Why didn't I receive any messages that my delivery will not push through?

Our delivery personnel are trained to provide timely notifications should there be any update regarding your scheduled delivery. We apologise for the inconvenience if there were gaps in the communication regarding your order.


You can check and reschedule your delivery on My StarHub App. Read more about it here.


6
Do I have to be present at the time of delivery?

Yes, you need to be present at the time of delivery to sign and accept the purchase. We will need your Proof of Identification (NRIC/FIN or passport) in order to proceed with the installation or delivery of your item(s). Please ensure that your personal particulars provided at the point of purchase are the same as what is given at the point of delivery, to minimise any inconvenience.


7
Can I appoint an authorised party to receive my purchases on my behalf if I am not available at the point of delivery?

You are requested to personally receive delivery of your orders.

For new customers, please note that authorisation is not allowed.

For recontract customers, should you wish to have someone receive them on your behalf, please inform our staff in advance and arrange for the relevant documents available for verification by our colleague.

  1. Your original NRIC/FIN/passport (Please note that photocopies will not be accepted).
  2. The original NRIC/FIN/passport of the person receiving the items on your behalf (Please note that photocopies will not be accepted).
  3. A letter of authorization with your signature and consent. Please see sample below:
    LOA - StarHub_B (002)

8
Am I able to receive equipment at the void deck or Office Lobby?

No, the delivery/installation of the equipment needs to be done strictly at the delivery/installation address indicated at point of submission.


9
Will I be able to select the delivery date and time?

Yes, you will be able to select the delivery date and preferred time upon checkout, subject to availability.


10
Can I request to change my delivery date and time?

You are not allowed to change your delivery date and time once your order is submitted successfully.


11
How can I change the delivery address?

We're sorry but please note that the delivery address cannot be changed once the order has been submitted.


12
Can I do self-collection?

Self-collection is available. Purchase your handset and pick up at your preferred StarHub Shops in the next 15 minutes.


13
Will my device be set up upon delivery?

Delivery service does not include device set up such as configuration and/or data transfer.


Mobile


1
How long does it take to deliver an order I've placed online?

Customers will be able to choose from a list of available delivery dates and times, during their purchase from our online store. 


Broadband


1
How long does it take to deliver an order I've placed online?

After your order is confirmed, we’ll call you to arrange for delivery and installation (if required), at your convenience.  


2
Why can’t I select a delivery time for my Broadband order?

You can select a delivery time when we call you to arrange for delivery and installation (if required).


3
If I’ve subscribed to a Fibre Broadband Deal (Plan bundled with a Gadget like a smartphone or laptop), how do I claim the Gadget?

After your new Fibre service is activated, a Premium (Gadget) Redemption Letter will be sent to you. Please present this letter together with your Order Confirmation and Proof of Identification* (NRIC/FIN or passport) at any of our StarHub Shops to collect your Gadget.

*Please note that photocopies will not be accepted.


TV


1
How long does it take to deliver an order I've placed online?

After your order is confirmed, we’ll call you to arrange for delivery and installation (if required), at your convenience.  


2
Why can’t I select a delivery time for my TV order?

You can select a delivery time when we call you to arrange for delivery and installation (if required).