Dispatch Guidelines for Off-Airport Merchants
These guidelines outline how off-airport 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, Arrival and Home Delivery Orders (CAG Consolidated Mode)
Order Prefix & Suffix Reference
Departure Orders: DCYYMMDDXXXX-XXXX-A/DSYYMMDDXXXX-XXXX-A (e.g. DC2004146005-3000-A)
Arrival Orders: ACYYMMDDXXXX-XXXX-A/ASYYMMDDXXXX-XXXX-A (e.g. AC2004146005-3000-A)
Home (Traveller) Delivery Orders: HCYYMMDDXXXX-XXXX-A/HSYYMMDDXXXX-XXXX-A (e.g. HC2004146005-3000-A)
Home (Non-Traveller) Delivery Orders: NCYYMMDDXXXX-XXXX-A/NSYYMMDDXXXX-XXXX-A (e.g. NC2004146005-3000-A)
Dispatch Location
Deliver to: DSV, 2 Changi South Ave 1 (SLC), S486149
WEF 14 July 2025
Visitor Registration
1. Pre-register your visit via this form for each trip.
Important Form Details:
‘Host’: Please select I-Shop Changi
‘Visit Purpose’: Please select Meeting or Contractor
2. Once the form is approved by DSV, a QR code will be generated and sent to the registered email address indicated in the form.
3. Please also check your Junk Mailbox if the email confirmation can’t be found in your Inbox.
For Cars/Vans/Trucks
Enter premises via Gate B ➡️ Show QR code at guard house ➡️ Drive up the ramp and drop off orders at Level 4 loading bay.
WEF 1 Jan 2026
For Motorcycles
Enter premises via Gate A ➡️ Show QR code at guard house ➡️ Park at open air carpark ➡️ Take lift to Level 4 ➡️ Receiving at Level 4.
WEF 1 Jan 2026
Contact: Amanda @ +65 9746 3016 or Ng @ +65 9642 7239
Operating Hours: Between 10am – 1pm or 2pm – 6pm on Mondays to Saturdays excluding Public Holidays.
Dispatch Deadline
Dispatch Deadline (Traveller Orders):
Changi Airport (CA) DEP and ARR orders: 2days (Latest) – 3days (Earliest) before Flight Date Time
Seletar Airport (SA) DEP and ARR orders: 3days before Flight Date Time
Dispatch Deadline (Home Delivery Orders): Next Day from the Order Date by 6pm excluding PH, Saturdays and Sundays.
| 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/ Monday, 6pm |
| Saturday | Monday, 6pm |
| Sunday | Monday, 6pm |
Warehouse Rules & Regulations
⚠️ Long pants and covered shoes are the minimum safety requirements for delivery personnel entering Off-Airport WH.
Departure and Arrival Orders (Detrack Orders via CAG Pickup)
Shipping Deadline & Rate Card for Merchant
Off-Airport Merchants selling to Travellers under the 24-hour order lead time via the CAG Own Fleet pickup model must comply with the pickup schedule below:
| Order Placed Time | Merchants to Create Orders in Detrack | CAG Own Fleet To Pick Up from Merchant | CAG Own Fleet Delivery to Airport |
|---|---|---|---|
| 4pm – 10am | Latest by 10:30am | 10am – 12pm | 12pm – 1pm |
| 10am – 4pm | Latest by 4:30pm | 4pm – 6pm | 6pm – 7pm |
- The system will automatically block orders from Friday 4:00pm to Sunday 5:00pm, during which customers will not be able to place Traveller (TR) orders.
- Pick-up fee: $6.90 per order, regardless of order quantity or whether the order is collected by customers.
- Billing: Invoices will be issued on the 15th of each month for orders fulfilled in the previous month.
⚠️ Important Note:
This pickup timing requirement applies only to Traveller Departure and Arrival products. It does not affect the availability of Home Delivery products, which remain available for purchase as usual. There is no need to close your entire store or change normal weekend operations — only the lead time for airport collection is affected.
Detailed breakdown of fulfilment hours
| Order Placed Time | Order Lead Time | Earliest Flight Time | Earliest Collection Time (-2hr) | CAG Own Fleet Pickup | CAG Own Fleet Deliver to Airport |
|---|---|---|---|---|---|
| 5:00 PM – 10:00 AM (First Pickup Window) |
24:00:00 | 5:00 PM | 3:00 PM | 10am – 12pm (last stop to pick up from Off-Airport Warehouse) |
12pm – 1pm |
| 6:00 PM | 4:00 PM | ||||
| 7:00 PM | 5:00 PM | ||||
| 8:00 PM | 6:00 PM | ||||
| 9:00 PM | 7:00 PM | ||||
| 10:00 PM | 8:00 PM | ||||
| 11:00 PM | 9:00 PM | ||||
| 12:00 AM | 10:00 PM | ||||
| 1:00 AM | 11:00 PM | ||||
| 2:00 AM | 12:00 AM | ||||
| 3:00 AM | 1:00 AM | ||||
| 4:00 AM | 2:00 AM | ||||
| 5:00 AM | 3:00 AM | ||||
| 6:00 AM | 4:00 AM | ||||
| 7:00 AM | 5:00 AM | ||||
| 8:00 AM | 6:00 AM | ||||
| 9:00 AM | 7:00 AM | ||||
| Up to 10:00 AM | 8:00 AM | ||||
| 11:00 AM – 4:00 PM (Second Pickup Window) |
24:00:00 | 11:00 AM | 9:00 AM | 4pm – 6pm (last stop to pick up from Off-Airport Warehouse) |
6pm – 7pm |
| 12:00 PM | 10:00 AM | ||||
| 1:00 PM | 11:00 AM | ||||
| 2:00 PM | 12:00 PM | ||||
| 3:00 PM | 1:00 PM | ||||
| Up to 4:00 PM | 2:00 PM |
Orders that do not comply with the Shipping Deadline may not be fulfilled in time for departing or arriving Travellers to collect. Such orders are likely to be cancelled and refunded. This leads to a poor customer experience and should therefore be avoided.
Home Delivery Orders (Dropship Merchant3PL Mode)
Order Prefix & Suffix Reference
Traveller Orders: HC-XXXXDM-A (e.g. HC2004146005DM-1000-A)
Non-Traveller Orders: NC-XXXXDM-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 Mode)
Order Prefix & Suffix Reference
Traveller Orders: HC-XXXXDP-A (e.g. HC2004146005DP-1000-A)
Non-Traveller Orders: NC-XXXXDP-A (e.g. NC2011120002DP-1000-A)
⚠️ For HCXXXXXXXXDP-XXXX and HSXXXXXXXXDP-XXXX orders, ensure delivery only after the Flight Date/Time.
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.
