tutorial 6 min
Dispatch Orders
This guide covers dispatch locations and deadlines by order type. Requirements differ depending on where you're based - jump to the section that matches you: Airside, Landside/Jewel or Off-Airport.
Airside Merchants
Airside (within the transit area) - This guide walks you through dispatch locations and deadlines for airside merchants, by order type.
Off-Airport Merchants
Off-Airport (not located on airport premises) - This guide walks you through dispatch locations and deadlines for off-airport merchants, by order type.
Operating Hours
- 11am - 1pm, 3 - 6pm
Dispatch Deadline
- Changi Airport Departure & Arrival Orders: 2 days (Latest) - 3 days (Earliest) before the Flight Date/Time
- Seletar Airport Departure & Arrival Orders: 3 days before the Flight Date/Time
- Home Delivery Orders: Next Day from the Order Date by 6pm excluding PH, Saturdays and Sunday.
- Example: Order placed on Friday, should be dispatched to the warehouse by Saturday or Monday 6pm.
- Example: Order placed on Saturday/Sunday, should be dispatched to the warehouse by Monday 6pm.
Dispatch Location
- DSV, 2 Changi South Ave 1 (SLC), S486149
Visitor Registration
- Pre-register your visit via this form each trip
- Host: Select I-Shop Changi
- Visit Purpose: Select Meeting or Contractor
- Once DSV approves the form, a QR code will be sent to the registered email address. Check your junk mailbox if you don't see it 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.
- 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.
Contact
- Amanda +65 9746 3016
- Ng +65 9642 7239
Warehouse Rules & Regulations
Long pants and covered shoes are the minimum safety requirements for delivery personnel entering Off-Airport Warehouse.
Dispatch Deadline
- The order must be processed and dispatched within the SLA. It should reach the customer by the Delivery Date shown in TREX.
Orders with the HC and HS prefix should be delivered after the Flight Date/Time.
Dispatch Location
- Address stated in the Order Details Page
Dispatch Deadline
- Please arrange for the Pickup Date from Warehouse to be within the SLA. It should reach the customer by the Delivery Date shown in TREX.
Orders with the HC and HS prefix should be delivered after the Flight Date/Time.
Dispatch Location
- The order will be picked up by the courier front he Warehouse/Pickup Address provided (as seen in My Account → Shop Information → Logistics & Operations tab).
Shipping Deadline
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 Process Orders | 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 |
This pickup timing requirement applies to only 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.
Rate Card
- 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.
Detailed Breakdown of Fulfillment Hours
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 or refunded. This leads to a poor customer experience and should therefore be avoided.
| Order Placed Time | Order Lead Time | Earliest Flight Time | Earliest Collection Time (-2hr) | CAG Own Fleet Pickup | CAG Own Fleet Deliver to Airport |
|---|---|---|---|---|---|
| 5pm – 10am (First Pickup Window) | 24:00 | 5pm | 3pm | 10am – 12pm (Last stop to pick up from Off-Airport Warehouse) | 12pm – 1pm |
| 6pm | 4pm | ||||
| 7pm | 5pm | ||||
| 8pm | 6pm | ||||
| 9pm | 7pm | ||||
| 10pm | 8pm | ||||
| 11pm | 9pm | ||||
| 12am | 10pm | ||||
| 1am | 11pm | ||||
| 2am | 12am | ||||
| 3am | 1am | ||||
| 4am | 2am | ||||
| 5am | 3am | ||||
| 6am | 4am | ||||
| 7am | 5am | ||||
| 8am | 6am | ||||
| 9am | 7am | ||||
| Up to 10am | 8am | ||||
| 11am – 4pm (Second Pickup Window) | 24:00 | 11am | 9am | 4pm – 6pm (Last stop to pick up from Off-Airport Warehouse) | 6pm – 7pm |
| 12pm | 10am | ||||
| 1pm | 11am | ||||
| 2pm | 12pm | ||||
| 3pm | 1pm | ||||
| Up to 4pm | 2pm |
Landside/Jewel Merchants
Landside/Jewel (public, non-transit area, including Jewel) - This guide walks you through dispatch locations and deadlines for landside/jewel merchants, by order type.
Collection Centre Operating Hours
- 10am - 12pm, 2.30pm - 5pm on Mondays to Sundays including Public Holidays
Dispatch Deadline
- Departure/Arrival Orders: 8 hours - 2 days before Flight Date/Time within the Operating Hours (stated above)
- Landside Orders: Next day from Order Placement Date, by 3pm
Dispatch Location
- Terminal 1 Basement 1 B1-401
Collection Centre Operating Hours
- 10am - 1pm, 2pm - 6pm on Mondays to Sunday including Public Holidays
Dispatch Deadline
- Next Day from the Order Date by 6pm
- Example: Order placed on Monday, should be dispatched to the CC by Tuesday 6pm.
Dispatch Location
- Terminal 2 Basement B16-048-01
Contact
- +65 9746 3016 or +65 8128 5017
Dispatch Deadline
- The order must be processed and dispatched within the SLA. It should reach the customer by the Delivery Date shown in TREX.
Orders with the HC and HS prefix should be delivered after the Flight Date/Time.
Dispatch Location
- Address stated in the Order Details Page
Dispatch Deadline
- Please arrange for the Pickup Date from Warehouse to be within the SLA. It should reach the customer by the Delivery Date shown in TREX.
Orders with the HC and HS prefix should be delivered after the Flight Date/Time.
Dispatch Location
- The order will be picked up by the courier front he Warehouse/Pickup Address provided (as seen in My Account → Shop Information → Logistics & Operations tab).
Packing Instructions (CAG Consolidated Mode)
- All orders must be packed individually, at the customer-order level, before dispatch to iSC. Each order needs its own documentation.
- If dispatching via a third-party courier, orders must still be packed individually. It's the merchant's responsibility to ensure the courier delivers them to iSC in good condition — any order or item received in poor condition will be flagged to the merchant afterward.
Consolidated orders and/or consolidated documentation are not accepted.
Collecting Returns (CAG Consolidated Mode)
- Collect returns from the same iSC facility the order was originally dispatched to.
- Check for returns every time you dispatch an order to an iSC facility. If there are any to collect, check them and sign the Return Slip iSC prepares as proof of collection.
- If you're collecting orders without also dispatching anything that visit, you may be asked to show proof of identity (e.g. staff ID, email confirmation, verification with your merchant account or CAG) before iSC releases the order — this is a security check to confirm it's going to the right person.
Questions? Contact isc.groundops@changiairport.com