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Frequently Asked Questions

myEntrego
What is myEntrego?
myEntrego is a new shipping service made by Filipinos for Filipinos. We want to take the hassle out of the shipping experience, and so we built myEntrego: a digital logistics platform that enables door-to-door delivery services nationwide.

What sets us apart:
  • Very Affordable Rates & on-time deliveries
  • Nationwide Delivery
  • Free Pick-up and Return (RTS)
  • Responsive customer service: info@entrego.com.ph, at (02) 8299 3111
Say goodbye to your shipping hassles, say hello to myEntrego!
How do I avail of the shipping services of myEntrego? How do I create an account?
  • Just sign up and create an account through this page - it only takes 5 minutes and an email account
you have access to.
  • Once you have an activated account you can book a pick-up online and have your packages shipped in
no time!
Do I need to pay for the myEntrego account?
No - Entrego online accounts are 100% free. You just need a valid mobile number and an email you have access to.
What can I do with my new myEntrego account?
With your Entrego account, you can now:
  • Book pick-ups online
  • Create and print multiple shipping documents (or air waybills, as what couriers call them)
  • Enable end-to-end online tracking for your packages for both you and your customer / receiver
I've lost access to my account! What do I do? How do I reset my password?
Just go to this link and follow the steps in next page. You need to have access to the email you registered with to reset your password successfully and get access back to your account.
Don't worry though - even if you have lost access to your account - packages that are already picked-up can still be tracked online (as long as you have the tracking number) and they will still be delivered to their destination.
How does Entrego handle my personal information?
Entrego is committed to protecting your personal information. Your account information is protected by an encrypted password of your choosing. For complete details on how we handle your personal information, read up on our Privacy Policy here.
Can I access my Entrego account using my mobile or tablet?
Yes - you can surely access your Entrego account using your mobile or tablet. You may just need to login again per device or browser that you use. Just to be safe and secure, make sure you log out of devices you don't have regular access to or those that don't belong to you. Safety first!
What are the shipping fees for myEntrego shipments?
  • You may purchase optional insurance for your package for just ₱5 or 1% of the value you declare
(“insured value”) for your package, whichever is higher. pay the total fee as stated in the air waybill (base shipping fee = insurance).
  • No more surprise charges, no more hidden fees!
What are the sizes of your pouch?
We offer 3 pouch sizes: Small, Medium and Large with the following dimensions:
  • Small: 5.25 x 11.5 inches, this can roughly fit one legal size envelope or about rolled-up 1 adult
t-shirt :)
  • Medium: 9.5 x 14 inches, this can roughly fit 1 legal size / long coupon bond paper. Perfect for
most parcels
  • Large: 11.5 x 18 inches, this can roughly fit most normal sized folders. Great for larger or
multiple items
This is my first time to use myEntrego, where do I get the pouches?
  • After your first booking and you meet an Entrego courier for the first time, you may ask them for
pouches so you can pack your items yourself the next time you book a pick-up.
  • We give away all 3 sizes of plastic pouches (S, M, L), and Entrego only ships packages properly
packed inside the official packaging.
What if my item does not fit your pouch?
  • If your item does not fit one of our pouches, or it exceeds the weight limits as stated in the packaging guidelines.
, we're sorry to say that we won't be able to ship your item for now. Maybe next time!
What if I do not know the weight of my package?
  • Usually we won't need to measure the weight of your package, especially if it's packed correctly
according to our packaging guidelines.
  • However, for notably questionably packed or heavy packages: we'll inspect your package and measure
its weight our delivery hub. Given that the weight limits have already been shared in the <a href="https://my.entrego.com.ph/packaging-guidelines">packaging guidelines, the delivery hub may reject your shipment and send it back to you.
  • Please make sure you do not overstuff or force your items inside the official Entrego pouches. We
don't want your shipment damaged during delivery due to improper packaging.
What is the purpose of stating a declared value?
  • This is an optional step in case you want to insure your package against damages or complete loss
while in transit. The declared value or (insured value) is basically the most amount of money that can be refunded by Entrego in case your package was damaged or lost due to Entrego's or our couriers' fault.
  • Please see Entrego's Claim Guidelines for more details on damaged or lost packages .
  • If you were not able to state any value for your package upon booking, there would be no
documented basis for claim damages or losses, so you and/or your buyer won't be able to get any refund for any lost or damaged package/s.
  • We recommend that you purchase insurance for all your packages - think of it this way: the minimal
cost of insurance should cost way less for both you and your buyer's peace of mind.
Is there any fee or charge for pickup for the door-to-door delivery services?
  • Nope, all pickup at your door is free of charge (₱0.00), so book a myEntrego pick-up now!
Besides the shipping fee and the optional insurance, are there any hidden fees / surcharges I should be aware of?
  • Nope, there are no hidden fees or surcharges that you should be worried about :)
  • The total cost of your shipment will be reflected in both your online account and in the air
waybill that you will print, and that is the amount our courier will be collecting from you upon pickup.
If my package was undeliverable for whatever reason, how much will it cost me for it to be returned (RTS)?
  • If your package is deemed undeliverable despite our best efforts and three delivery attempts,
we'll have it returned to you (Return to Sender, RTS) at no cost! This is an introductory promo, and may change without prior notice.
  • It should take roughly twice the max number of days for it to be delivered back to your doorstep.
  • E.g. for packages to be delivered to NCR, it should take us also 3*2 = 6 days to get it back to
you. You may check this page on the max leadtime per destination.
How will payment be made for my door-to-door shipment or delivery? What payment methods are available?
  • You should pay the total shipping fee (including the optional insurance fee) for all your packages
with cash upon pickup. Our courier will not accept package with unpaid shipping fees.
  • Check out the latest shipping rates for all destinations at this page
myEntrego Packaging and Picking Up
How do I schedule a pick up for my package/s?
  • You'll need to have an active myEntrego account and log into https://www.my.entrego.com.ph
  • From there, you'll need to book a pick-up first and afterwards, you will be able to create air
waybill/s for that pick-up. Only pick-ups with completed air waybills will be confirmed by the system.
  • You may choose the date of your pick up starting from the next day, to latest 30 days from the
current date.
Do you pick up nationwide? Where is the pick-up service available?
  • Our pick up service is only available within Metro Manila (NCR) for now. However, we are working
hard to expand the coverage of our pick up service ASAP.
  • Want to help us expand our coverage? Or do you want to have your city/town covered? Send us an
e-mail through info@entrego.com.ph to get your voice heard! Who knows - we may be opening the pick up service in your city in the near future :)
Do you pickup outside Metro Manila?
  • No...not yet. But let us know where you want to us to do pick ups by sending us a mail here: info@entrego.com.ph
Where can I send my packages? What are your delivery areas in the Philippines?
  • Entrego is proud to share that we cover >90% of the population in the Philippines. We cover
most major cities, and the neighboring towns.
  • For a more detailed list, you can refer here for the <a
href="https://my.entrego.com.ph/coverage">coverage area.
  • You will also not be allowed to ship to areas not covered when you generate the air waybills.
Can I send my package to another country?
  • As of the moment, we only allow delivery of packages within the Philippines.
Do you pick-up daily? What are your hours for pick-up?
  • We do pickups during Mondays to Saturdays, from 9am to 6pm.
  • During booking, you may indicate your preference on what time or part of the day you want your
pickup to happen, but we won't be able to guarantee a time-definite pick up.
  • Please also make sure you have your registered mobile number on-hand as your assigned courier
will be coordinating closely with you to make sure your pickup is a success!
Can Entrego pick up items at a time specified by the shipper?
  • You may indicate your preference what time or part of the day you want your pickup to happen,
but we won't be able to guarantee a time-definite pick up.
Can I book a pickup using my mobile or tablet device?
  • Yes, you can definitely book a pick up using a your mobile device. You may just need to login
again per device or browser that you use.
  • Just to be safe and secure, make sure you log out of devices you don't have regular access to or
those that don't belong to you. Safety first!
How many packages do you require per pickup? Is there a limit to how many packages I can ship per pick up?
  • The minimum number of packages required per pick up is 1, meaning you can't schedule a pick up
without a definite package to be picked up.
  • On the maximum limit, you can schedule as many packages as you want per pick up!
What is your cut-off time for scheduling a pickup?
  • We only do next-day pick-ups, which means you have until 11:59pm today to finalize a booking to
get your packages picked up the next day.
  • If it is booked after 12:00am, it will be picked up the next working day (Mon-Sat, excluding
holidays)
  • Tip: You can pre-book pickups up to one month in advance.
How do I know that my pickup is confirmed?
  • We'll confirm your pick-up during 12:00mn, every night. After this cut-off all pending pick-ups
will be attempted during the succeeding day.
  • You won't be able to modify or edit pickups and the associated air waybills that are confirmed
for the day.
What happens if I miss a pickup (failed pickup)? How many pick-up attempts will you do?
  • We do at least 3 pickup attempts before cancelling your booking.
  • If a pickup fails (first attempt), your pickup will become pending again and you should be able
to reschedule another pickup for the next day.
  • If the third attempted pickup fails, your entire booking and the associated air waybills will be
cancelled.
  • If you will want to ship those same packages, you will need to book a new pickup and generate
new air waybills, so make sure you coordinate well with your courier once your pickup is confirmed!
What happens when I couldn't ship some of the packages for the pickup? Can you do partial pickups?
  • Yes, we can do partial pickups. If you can't ship all your packages at the same time, you can
use the second attempt for your pickup to ship the rest of your packages.
  • After the second attempt if your pickup booking still contains air waybills that are not yet
picked up, then those air waybills will automatically get cancelled.
  • If you will want to ship those leftover packages through Entrego, you will need to book a new
pickup and generate new air waybills again, so make sure you coordinate well with your courier once your pickup is confirmed!
Where can I get more pouches?
  • As a regular myEntrego shipper, you may request for pouches from your friendly Entrego courier
so you can pack your items yourself the next time you book a pick-up.
  • We give away all 3 sizes of plastic pouches (S, M, L), and Entrego only ships packages inside
our official packaging.
What are the restricted items for shipping?
  • Please see this list for items that you
cannot ship with myEntrego.
  • This list includes Dangerous goods, Prohibited / illegal goods and other Restricted items such
as cash, perishables and live plants and animals. Please see the list above for a more detailed list.
  • The shipper must declare the type of item that they are shipping with Entrego within the AWB,
and Entrego may reject packages that contain items listed in the Restricted Goods list
  • Failure to declare or misdeclaration of the type of item by the shipper, and/or the failure of
Entrego to reject the restricted goods does not relieve the shipper / receiver from any/all liability arising from the shipment or possession of or dealing with the Restricted items.
  • If it is discovered that Restricted items are included in the Package/s, the same shall be
turned-over to the appropriate Government authority, destroyed or otherwise disposed of by Entrego, as may be appropriate, at any time without notice or compensation to the Shipper/Consignee.
How do I pack fragile items?
  • This is a great question as it's the shipper's responsibility to ensure that items, especially
fragile and valuable ones, will survive their journey damage free.
  • There are several ways to ensure the protection of your fragile goods. Examples of these are:
  • bubble wrapping
  • double boxing (box in a box), and
  • use of internal cushioning material such as packaging peanuts
How long will it take for my package to be delivered after it is picked-up?
  • It varies depending on the destination. You may refer to the table below for more information

  • ORIGIN: NCR MAX LEAD TIME FROM DATE OF PICKUP
    DESTINATION KEY CITIES
    NCR 3 to 5 Working Days
    Luzon 5 to 7 Working Days
    Visayas 14 Working Days
    Mindanao 14 Working Days
Are my packages insured?
  • You may optionally insure your packages against damages and losses when you generate the air
waybill.
  • The insurance cost is ₱5 or 1% of the declared value of your package, whichever is higher
  • You must declare a value to be insured per package, and this is the maximum amount you can claim
from Entrego in case of loss/es or damage/s to your package/s.
  • We recommend that you purchase insurance for all your packages - think of it this way: the
minimal cost of insurance should cost way less for both you and your buyer's peace of mind.
Will the receiver / my clients get shipping status notifications?
  • Yes - the receiver should receive regular status notifications via email or SMS depending on the
current location of the package.
  • They can also track the live location and status of their package anytime through our tracking
page using the tracking number indicated in the air waybill.
myEntrego Airwaybill (aka Shipping Documents)
What's an air waybill? Why is it important? And why do I need to have one for every single package?
  • Air waybills are the official (read: legal) shipping documents that accompany your package on its entire journey. Without it, your package won't be able to make it to its final destination!
  • It serves multiple functions:
    • as a receipt of goods by Entrego, the courier
    • as a contract of carriage between the shipper and the courier (Entrego)
    • as a description of the package, especially any special instructions needed to deliver your package in good condition (e.g. fragile items)
    • contains a link to our Terms and Conditions and the applicable shipping fee
    • as a shipping label to facilitate the delivery of your package as it contains the tracking number and corresponding barcode
    • as proof of delivery when signed by the receiver
Why is there 3 copies of the Air waybill in one print out? Are all those 3 copies necessary?
  • Yes, they are all necessary! If you look carefully, the air waybill you print for each package is 3 slightly different air waybills, 1 for each party involved in shipping your package.
    • 1 copy for the shipper as proof of pick-up and as receipt of goods by Entrego
    • 1 copy for your package that ultimately makes its way to your receiver/consignee/buyer
    • 1 copy is retained by Entrego, which is signed by all 3 parties as proof of delivery
  • Each of these are important as they are legal documentation for all parties concerning the delivery of the package.
How do I create an air waybill?
  • You'll need to have an active Entrego account and log into www.entrego.com.ph
  • From there, you'll need to book a pick-up first and afterwards, you will be able to create air waybill/s for that pick-up.
  • Afterwards you should print your air waybills in advance to ensure a hassle-free pickup.
  • When the courier comes to your place to provide you your pouches, you just pack your goods and slip the associated waybills into the right pouches.
  • Once our courier accepts your packages for delivery, you'll be able to track the individual packages online using the tracking number in the air waybills.
If I create and print an air waybill online, am I automatically scheduled for a pickup?
  • Yes, you'll need to book a pick-up before you can create an air waybill. This way you'll be sure that all the packages you are sending will be picked-up.
Am I required to create and print my air waybill online?
  • Yes, you'll need to create and print the air waybills you generated from your account so that we can ship your packages faster.
  • It's also less hassle compared to writing your own air waybills
  • You'll also be able to avoid the mistakes and resulting failed deliveries for manually written air waybills.
Delivery
Do you deliver daily? What are your hours for delivery services?
  • Yes, we delivery daily from Mondays to Saturdays, 8am to 6pm.
  • We can't guarantee both the date and the time for the delivery, but we'll make sure we deliver your packages before the max leadtime as indicated here .
Do you deliver nationwide?
  • Yes, we deliver nationwide!
  • To be more specific, we can deliver to >90% of the online Philippine population, especially in major cities across the country
  • To be even more specific, you can check out our coverage areas here
What are your delivery areas for provincial shipments?
  • Check out our delivery areas for provincial (aka outside Metro Manila) through this link
I made a mistake - can I change the destination of my package after it is picked-up?
  • Yes - you can still change the destination of your package while it is en route as long as the package is still within its 3 delivery attempts.
  • The cost to you, however, depends on a couple of factors, as outlined in the three possible scenarios below:
    • Within the 3 delivery attempts:
      • New address is within the coverage of the destination hub
        • In this scenario, Change of address is allowed and free of charge
        • Just get in touch asap with our friendly team through
      • New address is outside of the coverage of the destination hub
        • Change of address is allowed, but the re-routing will be considered as a new shipment
        • We will initiate the Return-to-Sender process and return the package to the sender (currently at zero cost)
        • The sender will need to generate a new air waybill for this re-routing.
        • We will then collect shipping fee again based on the new destination, as will be indicated in the air waybill.
    • After the 3 delivery attempts
      • Once the we have done 3 delivery attempts for your package (regardless of destination), it will be deemed as a failed delivery and we'll send the item back to you
If my package was undeliverable for whatever reason, how much will it cost me for it to be returned (RTS)?
  • If your package is deemed undeliverable despite our best efforts, we'll have it returned to you (Return to Sender, RTS) at no cost! This is an introductory promo, and may change without prior notice.
  • It should take roughly twice the max number of days for it to be delivered back to your doorstep. E.g. for packages en route to NCR, it should take us 3*2=6 days to get it back to you. You may check this page on the max leadtime per destination.
What if my package got lost / damaged during delivery?
  • In case of damaged or lost package/s, please refer to Entrego's Claims Guidelines and follow the steps there in making a successful claim for the value of your damaged/lost package/s
  • Remember that you can only claim as much value as you declared when you created the associated air waybill for your package. You must have also paid the associated insurance fee of ₱5 or 1% of the declared value (whichever is higher) to be able to claim for the full or partial declared value.
What if my package got lost / damaged during delivery, and I didn't purchase the insurance?
  • If you didn't have insurance and you filed for a claim for lost/damaged packages, the most we can refund you is ₱200, which is our default maximum liability in the terms and conditions
How long does it take for my package to get to its destination? What is your transit time for provincial deliveries?
  • It varies depending on the destination, ranging from 3 days to 10 days, depending on how far the destination is from NCR.
  • You may refer to the table below for more information.

Origin:NCR
Max Lead time from date of pickup (in working days)
Destination:
Key Cities
Outskirts
NCR
3
Cavite, Laguna, Rizal, Pampanga, Bulacan
4
8
Luzon - all other provinces
5
8
Visayas
7
10
Mindanao
7
10

  • Tip: Your package may arrive earlier than the max number of days, so make sure you keep tracking your packages' journey through our online tracker!
How do I track my shipment?
  • You can track your shipments through this page , while the tracking number per package can be found on the top portion of your air waybill or from the email sent to you by our system
Can my customers / receivers track the shipment online?
  • Yes, your customers / receivers can the shipment online through this page , and with the tracking number assigned to the package.
  • Keep your tracking numbers handy and secure, and share only with relevant parties, as anybody with access to the number will be able to track your package in realtime.
myEntrego Insurance
How do I insure myself against losses and/or damages to my goods while it is being handled by Entrego?
  • You may optionally insure your packages against damages and losses when you generate the air waybill.
  • The insurance cost is ₱5 or 1% of the declared value of your package, whichever is higher. You pay for this with cash upon pickup, together with your shipping fee.
  • You must declare a value to be insured per package, and this is the maximum amount you can claim from Entrego in case of loss or damage to your package. If you don't declare a value, the maximum we will be able to refund you is ₱200.
  • The insured value will never be shown to your receiver/customer.
  • We recommend that you purchase insurance for all your packages - think of it this way: the minimal cost of insurance should cost way less for both you and your buyer's peace of mind.
How do I know if a loss or the damage to my goods warrants a claim?
  • In general, an item is considered “lost in transit” if it is not delivered to the Receiver within 30 calendar days from the date of pick-up, in which case the shipper should file a claim within seven (7) calendar days immediately after.
  • For damages warranting a claim against Entrego, you may file for a claim in cases of:
    • Dented outer cartons with inner packing damages upon delivery when packages were accepted in good condition during dispatch
    • Broken item / cargoes inside the carton when proper fillers / separators / protectors are present.
  • If the damages resulted due to improper packaging (e.g. fragile goods not packed with cushioning by the shipper), such claims for damages should be settled between the shipper and the receiver.
  • Basically, it's the shipper's responsibility to pack and ship the correct items and with the appropriate packaging materials as stated in our Packaging Guidelines. Any claim resulting from improper packaging or having the wrong item delivered is the responsibility of the shipper, and must settle the claim directly with the receiver.
  • For more detailed information, please refer to our Claims Guidelines
What if my goods are lost or damaged while in transit?
  • In case of damaged or lost package/s, please refer to Entrego's Claims Guidelines and follow the steps there in making a successful claim for the value of your damaged/lost package/s
  • Remember that you can only claim as much value as you declared when you created the associated air waybill for your package. You must have also paid the associated insurance fee of ₱5 or 1% of the declared value (whichever is higher) to be able to claim for the full or partial declared value.
What is the process for filing a claim against loss or damages to my package/s?
  • To file a claim:
    • For a single package:
      • Submit this “Claim form” to log your claim
      • The form can only accommodate one package claim per one form submission
      • If claiming for multiple packages, please follow the steps below
    • For multiple packages:
      • Submit your claim by emailing claims@entrego.com.ph with subject “Claims Request: ”. Your email must contain the details stated in the ensuing statements.
      • For claims submitted via email (“Claim email”), the Claim email must provide a list of all relevant airway bills. The Claim email must also specifically state the nature and amount of each claim.
      • Make sure you attach a copy of the air waybills of the packages and in case of damaged items, photos of the damaged items
  • Entrego reserves the right to require additional documents and/or information which we deem necessary to properly evaluate the claim.
  • Only the shipper may claim from Entrego. For damaged goods received by another party, the shipper must formally file a claim through the form/email above.
  • Claims with incomplete documents will be received but will not be processed.
    • We will advise you via email that your claim is either lacking a documentary requirement or requiring additional documents and/or information from you.
    • You will be given seven (7) calendar days to submit the lacking or additional documents and/or information.
    • If you fail to submit the missing or requested documents, your claim will be denied without further notice.
  • For more detailed information, please refer to our Claims Policy.
How long does it take for my claim to be processed? How long does it take for me to get my settlement/refund?
  • Upon submission of all the required documents, please allow us 14 calendar days to process your claims.
  • In the event of a successful claim or a claim that is reconsidered after a timely contest of the denial is filed, please allow us an additional 7 calendar day lead time to process the check for payment of the final amount payable. You will be asked to submit a bank account number where we can transfer your settlement/refund.
  • For more detailed information, please refer to our Claims Policy
What can I do if you deny my claim?
  • In the event that a claim is denied, the Client shall be informed of the basis of denial and shall be given 7 calendar days from the time of receipt of the denial letter to contest the same. Failure on the part of the Client to contest the denial within the specified time shall render the denial final.
  • Claims under dispute are exempted from the 14 calendar days leadtime for processing of claims.
  • For more detailed information, please refer to our Claims Policy
Inquiries
My company is interested in partnering with Entrego, who do I contact?
Send an email to the following:
For Enterprise Clients: info@entrego.com.ph
For MSMEs/Online Sellers: info@entrego.com.ph
For Marketing: marketing.group@entrego.com.ph
For HR: careers@entrego.com.ph
Others: info@entrego.com.ph
How do I contact Entrego?
You may contact us through the following channels:
info@entrego.com.ph - expect us to reply to your concern within the next 24 hours
Social media pages
During operating hours (Mon-Sat, 9am-6pm), we should be able to reply in a timely manner
Facebook: www.facebook.com/EntregoPH
Twitter: @EntregoPH