Dispatch Guidelines for Airside Merchants
These guidelines outline how airside merchants should dispatch orders, including the applicable locations and deadlines for each order type.
⚠️ Important
1. Please dispatch orders timely, in accordance with the dispatch deadline below. Merchants on-time delivery will be reviewed on a daily/weekly/monthly basis and Merchants performance to be shared with Account Manager.
2. Please dispatch to the correct iSC facilities, any deviation should be routed through Account Manager for review.
3. For orders that are not received at iSC facilities by the Dispatch Deadline may be cancelled and refunded. Please avoid this as it will result in a bad customer experience.
Dispatch Location & Deadline
Departure Orders
Orders that are not received at iSC facilities by 8 hours before the flight date time may be cancelled and refunded. Please avoid this as it will result in a bad customer experience.
Order Prefix & Suffix Reference
Departure Orders: DCYYMMDDXXXX-XXXX-A/DSYYMMDDXXXX-XXXX-A (e.g. DC2004146005-3000-A)
Dispatch Location
Deliver to:
Changi Airport (CA) DEP orders: Customer Departing Terminal – Departure Collection Centre (CC)
T1 DEP orders: T1 Departure CC located at Terminal 1 Transit #02-51A
Contact: +65 9017 8374
T2 DEP orders: T2 Departure CC located at Terminal 2 Transit #02-185
Contact: +65 9710 9287
T3 DEP orders: T3 Departure CC located at Terminal 3 Transit #02-35A
Contact: +65 9667 4152
T4 DEP orders: T4 Departure CC located at Terminal 4 Transit #02-6031
Contact: +65 9664 9826
Seletar Airport (SA) DEP orders: T1 Arrival CC located at Terminal 1 Arrival Hall #01-15 (between Belt 14 and 16)
Contact: +65 9826 9614
Operating Hours: Between 11am – 1pm & 3pm – 6pm
Dispatch Deadline
Changi Airport (CA) DEP orders: 8hours – 2days before Flight Date Time
Seletar Airport (SA) DEP orders: 10hours – 2days before Flight Date Time
Arrival Orders
Orders that are not received at iSC facilities by 8 hours before the flight date time may be cancelled and refunded. Please avoid this as it will result in a bad customer experience.
Order Prefix & Suffix Reference
Arrival Orders: ACYYMMDDXXXX-XXXX-A/ASYYMMDDXXXX-XXXX-A (e.g. AC2004146005-3000-A)
Dispatch Location
Deliver to:
Changi Airport (CA) ARR orders: Customer Arriving Terminal – Arrival Collection Centre (CC)
T1 ARR orders: T1 Arrival CC located at Terminal 1 Arrival Hall #01-15 (between Belt 14 and 16)
Contact: +65 9826 9614
T2 ARR orders: T2 Arrival CC located at Terminal 2 Arrival Hall #01-179
Contact: +65 9826 4196
T3 ARR orders: T3 Arrival CC located at Terminal 3 Arrival Hall (between Belt 44 and 45)
Contact: +65 9826 7239
T4 ARR orders: T4 Departure CC located at Terminal 4 Transit #02-6031
Seletar Airport (SA) ARR orders: T1 Arrival CC located at Terminal 1 Arrival Hall #01-15 (between Belt 14 and 16)
Contact: +65 9826 9614
Operating Hours: Between 11am – 1pm & 3pm – 6pm.
📝 Note: Merchants to dispatch following the Arrival Flight Terminal indicated in TREX/TSF, unless otherwise advised by iSC separately. For change of arriving terminal subsequently, iSC will transfer to the correct arriving terminal accordingly.
Dispatch Deadline
Changi Airport (CA) ARR orders: 8hours – 2days before Flight Date Time
Seletar Airport (SA) ARR orders: 10hours – 2days before Flight Date Time
Landside Orders
Order Prefix & Suffix Reference
Landside Orders: LCYYMMDDXXXX-XXXX-A/LSYYMMDDXXXX-XXXX-A (e.g. LC2004146005-3000-A)
Dispatch Location
Deliver to: Terminal 1 Basement 1 B1-401
Contact: +65 9826 7496
Operating Hours: Between 10am – 12pm or 2:30pm – 5pm on on Mondays to Sundays including Public Holidays
Dispatch Deadline
Dispatch Deadline: Next day from Order Placement Date, by 3pm.
Home Delivery Orders (CAG Consolidated Mode)
iSC reserves the right to reject any order that is not in compliance with these guidelines. For rejected orders, Merchants are required to bring back the full order and dispatch the full order to iSC again in the next 24 hours. iSC will not keep partial orders at iSC facilities. Any order that is delivered late to Customers due to Merchants not in compliance with iSC guidelines will be considered late due to Merchants.
Order Prefix & Suffix Reference
Traveller Orders: HCYYMMDDXXXX-XXXX-A/HSYYMMDDXXXX-XXXX-A (e.g. HC2004146005-3000-A)
Non-Traveller Orders: NCYYMMDDXXXX-XXXX-A/NSYYMMDDXXXX-XXXX-A (e.g. NC2004146005-3000-A)
Dispatch Location
Deliver to: Terminal 2 Basement B16-048-01
Contact: +65 9746 3016 or +65 8128 5017
Operating Hours: Between 10am – 1pm or 2pm – 6pm on Mondays to Sundays including Public Holidays
Dispatch Deadline: Next Day from the Order Date by 6pm.
Dispatch Deadline
| Order Placement Day | Merchant to Dispatch to iSC Day (Next day from Order Date, by 6pm) |
| Monday | Tuesday, 6pm |
| Tuesday | Wednesday, 6pm |
| Wednesday | Thursday, 6pm |
| Thursday | Friday, 6pm |
| Friday | Saturday, 6pm |
| Saturday | Sunday, 6pm |
| Sunday | Monday, 6pm |
Home Delivery Orders (Dropship Merchant3PL)
Order Prefix & Suffix Reference
Traveller Orders: HCYYMMDDXXXXDM-XXXX-A/HSYYMMDDXXXXDM-XXXX-A (e.g. HC2004146005DM-1000-A)
Non-Traveller Orders: NCYYMMDDXXXXDM-XXXX-A/NSYYMMDDXXXXDM-XXXX-A (e.g. NC2011120002DM-1000-A)
⚠️ For HCXXXXXXXXDM-XXXX and HSXXXXXXXXDM-XXXX orders, ensure delivery only after the Flight Date/Time.
Dispatch Location
Deliver the order to the Address stated in the Order Details Page in TREX (see image below).
Dispatch Deadline
The order must be processed and dispatched within the SLA. The order must reach the customer by the Delivery Date shown in TREX.
Home Delivery Orders (Dropship CAG3PL)
Order Prefix & Suffix Reference
Traveller Orders: HCYYMMDDXXXXDP-XXXX-A/HSYYMMDDXXXXDP-XXXX-A (e.g. HC2004146005DP-1000-A)
⚠️ Ensure delivery only after the Flight Date/Time.
Non-Traveller Orders: NCYYMMDDXXXXDP-XXXX-A/NSYYMMDDXXXXDP-XXXX-A (e.g. NC2011120002DP-1000-A)
Dispatch Location
The order will be picked up by the courier from the Warehouse/Pickup Address provided (see My Account > Shop Information > Logistics & Operations tab) at the Pickup Date from Warehouse indicated when you have processed the order (see image below).
Dispatch Deadline
The order must reach the customer by the Delivery Date shown in TREX.
