Code of Ethics

As part of City-Link Express commitment to you, our customer; we have created our charter to ensure that all employees of City-Link Express give his / her best in ensuring customer satisfaction.

1. Pick-up

Upon your standard pick-up order has been placed, we will endeavour to collect your shipment at the stipulated time and date.
Should our courier be delayed due to unforeseen circumstances (e.g.: weather conditions, road works, accidents, etc) we will attempt the next working day. We seek your kind understanding while we make alternative arrangements to collect your shipment.
If your shipment is improperly packed or missing its connoted document, our courier has the right to hold on collection. This is to ensure that the correct person receives the right shipment and in good condition.
We begin our collections during normal working hours 9.30am to 5.30pm (Weekdays) and 8.30am to 12.30pm (Saturdays).
No collection or deliveries on Sunday, public holidays and respective state holidays.

2. Delivery

Our standard delivery hour is from 9.30am – 6.30pm.
As we understand that many of our customers are not home during deliveries; please contact our hotline +65 63443377, should you receive our notification card on a failed delivery attempt.
If you wish to change the delivery address or to allow an authorised person to collect on your behalf, kindly note that City-Link Express is required to notify the shipper for this new arrangement.
Should you find that the shipment you received is in poor condition, please contact City-Link Express at +65 63443377. Kindly notify City-Link Express immediately within 48 hours of receiving your shipment. Any notification after the 48 hours will not be entertained.

3. Courier

All City-Link Express couriers can easily be identified by their official company uniforms and ID tags.
Should you be approached by a person claiming to be a City-Link Express courier without wearing his uniform and tag, please exercise caution.
Each courier has been reminded to give you a proper greeting when doing their pick-up or deliveries.

4. Customer service

Our customer service officers will try their best to assist for any enquiry that you may have.
Due to the high volume of calls that we receive a day, we apologise if you are unable to connect to us on the 1st call attempt. Please be patient if you are put on hold and we will attend to you as soon as possible.
When you visit our branch, our staff will do their best to ensure your visit with us is short and productive. Should there be a queue, we humbly ask that you take a seat while we attend to you shortly.

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