How do I track my delivery order?
You will receive a link provided in the Delivery confirmation email from our delivery partner, XDel, to monitor your delivery details.
How long does it take to receive my new SIM?
Upon successful sign-up and if everything is in order, you will have the option to choose your delivery date.
A confirmation email/SMS regarding your delivery details will be sent to you.
Do note that if the delivery fails due to customer not being around to receive the SIM, our delivery partner, XDel, will notify you of the status via email/SMS. Please reschedule by clicking on the link sent by XDel for missed delivery slot.
Any re-attempted delivery will be charged accordingly by our delivery partner.
Can someone receive the SIM card delivery on my behalf?
Absolutely! You can get someone to be your appointed proxy and in order for him/her to receive the SIM card on your behalf, please get ready the following documents:
- Your original NRIC/FIN
- Your appointed proxy's original NRIC/FIN
- Completed Letter of Authorisation (A copy of the LOA can be downloaded here)
Please note that the mentioned documents need to be produced for the delivery staff to do the necessary verification before releasing the SIM card to your appointed proxy.
Why is there a need for someone to be there physically to receive the SIM?
As part of regulatory requirements, VIVIFI needs to ensure that the SIM is delivered to the right person applying for the SIM before it can be activated. Thus, a verification of the ID needs to be done.
Can I have a different delivery address for Main line SIM and all other Supplementary line SIM?
Delivery is associated with an order, we do not support different delivery addresses for different SIMs with the same order ID.
However, you may choose to have the SIM delivered to an address (Delivery Address) which is different from your Billing address.
How can I change my delivery details or reschedule my delivery?
Please kindly use the link provided in the Delivery confirmation email to make any changes to the delivery details.
Do I have to pay for delivery and what are the charges?
Yes, there is a delivery fee of $12.00, which allows you to be part of VIVIFI family.
Any re-attempted delivery will be charged accordingly by our delivery partner. Customer is required to make payment upon the delivery of the SIM.
Restricted zone charges :
A “Restricted Zone” is an area or location or premise which is less accessible and harder to reach; or will significantly take up more time either pick up or deliver a shipment; or will require special passes to access.
Here’s a list of our delivery partner, XDel’s restricted zones:
- Cargo Complex
- PSA Terminals
- Government Buildings
- SAF Camps
- Alps Avenue or any specified secured areas
- Marina Bay Sands
- Selected Hospitals
- F1 Restricted Area
- Outlaying areas with postal codes starting with 69, 70 or 71
- Jurong Islands
- Islands in Singapore
Extra surcharges, in varying amount, will apply to deliveries to restricted zones in Singapore. However, there are still restricted zones which are considered out of bound by general public so delivery cannot be made.
For restricted zone charges, customer is required to make payment to XDel directly upon the delivery of the SIM.
How long will VIVIFI hold on to my SIM if the first delivery failed?
Please use the link provided in the failed delivery notification email/SMS and re-schedule your next available date within 14 days from ordering date.
The link will expire on the 15th day and you will need to resubmit the order again.