Frequently Asked Questions
Frequently Asked Questions
LOCKER SIZES & RULES
There are three locker door sizes available at the MBOX locker:
- Small: 14 in x 3.5 in x 19 in
- Medium: 14 in x 8 in x 19 in
- Large: 14 in x 12 in x 19 in
Maximum of 15kgs per package.
Packages must be packed securely. Packages that weigh more than 15kg or are larger than 14in x 12in x 19in cannot be sent nor stored using an MBOX Smart Locker.
Only one package should be placed inside one locker door. For example, if you have 3 packages, they should be placed inside three (3) different locker doors. You will receive 3 different pick-up codes, one for each package.
PACKAGE PICKUPS
Three-ways to pick up your package:
Way 1: Via the pickup code.
At the MBOX Locker touchscreen, simply enter the pickup code. It’s that easy!
Way 2: Via Easy Remote Pickup.
Use the Remote Pickup button found in the MBOX App to pick-up your package in just one click.
Way 3: Pickup of multiple packages is faster with QR Scan
Scan your MBOX QR (found in your MBOX App) at the locker to pick-up multiple packages in one quick go.
No MBOX App yet? Download here
It’s super easy! To have your package delivered to MBOX, simply write the address of your chosen MBOX location as your Delivery Address. If you are shopping online, you can do this upon checkout. See list of MBOX locker locations and addresses.
Example:
*Only non-COD non-food packages allowed
As soon as your package arrives at MBOX, you will automatically be notified via SMS and/or via MBOX App message. The Pickup Alert message will contain your pick-up code as well as other details about your package.
- First, call and check with the courier if your package was delivered to MBOX. It could be your package is still on the way.
- Once you have confirmed that your package is inside MBOX and yet you did not receive a pickup code, the most common reason is the rider may have entered the wrong customer mobile number.
To resolve this, please call the rider and request him to do a “Take Back” function at the locker in order to retrieve back your package. You may then ask him to deliver it straight to you or put it back in MBOX using the correct mobile number. - If all else fails, you may send us a message on our Facebook Messenger @mboxsmartlockers or email customercare@mbox.com.ph with the following details
- Your mobile number
- Waybill number
- Your valid ID
- Photo of order record.
Photo must clearly show both recipient mobile number and waybill/tracking number. See samples below:
To avoid overstay charges, please pick up your package within the first 16 hours from the time the package was dropped off. This deadline is also indicated in the pick-up alert message sent to your mobile. Afterwhich, the package will incur an additional overstay charge of PHP3.00 (Small), PHP5.00 (Medium) and PHP6.00 (Large) for every 4 hours of overstay.
You have a maximum of 72 hours (3 days) to collect your package from the time it was dropped off. After 72 hours, your package would be removed from the locker by the courier/sender to be returned.
FREE! Pickup is absolutely FREE if you pick up your package from the MBOX locker within 16 hours from courier drop-off.
Beyond 16 hours, overstay fees are charged as follows:
For every 4 hours (or a fraction thereof)
- Small door – PHP 3.00
- Medium door – PHP 5.00
- Large door – PHP 6.00
Conditions:
- 16 hours free stay hours
- Overstay minutes are rounded up to the nearest hour
- Food, liquid, or illegal items are not allowed
- MBOX accepts QR payments via:
STORAGE
With MBOX Storage you can temporarily store an item to lighten your load or you may store an item for a friend to pick up.
MBOX storage is easy to use and affordable. Storage duration option ranges from 4 hours to 14 days.
First, in order to use Storage, you need to have your ID validated. Download the MBOX app, register, and validate your ID. After that, you are ready to go!
Bring your package to the MBOX locker of your choice. At the touchscreen, select “STORAGE” and then follow the steps:
- To login, enter your registered mobile number or scan your MBOX QR (found in your MBOX App).
- Enter the recipient’s mobile number.
- Select locker door size & storage duration.
- Choose your payment channel.
- Pay for storage fee by scanning QR Code.
- Put your package* inside and close the door.
Promotional rates below:
Note : Sender pre-pays for storage depending on their choice of storage duration and locker door size.
Conditions:
- Overstay minutes are rounded up to the nearest hour
- Food, liquid, or illegal items are not allowed
- MBOX accepts QR payments via:
For other Storage concerns, please message us via our Facebook Messenger @mboxsmartlockers
TECHNICAL ISSUES / PROBLEM
- First, call and check with the courier if your package was delivered to MBOX. It could be your package is still on the way.
- Once you have confirmed that your package is inside MBOX and yet you did not receive a pickup code, the most common reason is the rider may have entered the wrong customer mobile number.
To resolve this, please call the rider and request him to do a “Take Back” function at the locker in order to retrieve back your package. You may then ask him to deliver it straight to you or put it back in MBOX using the correct mobile number. - If all else fails, you may send us a message on our Facebook Messenger @mboxsmartlockers or email customercare@mbox.com.ph with the following details
- Your mobile number
- Waybill number
- Your valid ID
- Photo of order record.
Photo must clearly show recipient’s Waybill/Tracking Number, Name, Mobile Number, Address. See samples below:
For other concerns, please chat with us in our Facebook Messenger @mboxsmartlockers
MBOX APP
Scan QR Code below OR download the MBOX App via your Smartphone app store.
No, the MBOX App is not required for package pickups. Without the MBOX App, you may still pickup packages by entering the pickup code sent to you via SMS text.
BUT the MBOX APP is required to use some features such as STORAGE function and the App also has a lot of very useful & practical features such as Nearby Lockers, Package History, Remote Pickup and MBOX QR which allows you to pick-up multiple packages quickly.
MBOX Coins is a rewards system introduced by MBOX! It allows users to earn digital coins for picking up their parcels early. These coins can be collected and used to cover any overstay fees that occur if a package remains in the locker for too long.
The more early pickups you have the more MBOX Coins you get, the more coins you can earn! In the future, MBOX Coins may also be redeemed for other rewards, like gift certificates from partner brands.
Get rewarded for early pickups!
Earn 1 MBOX Coin for every parcel that you pick up within 4 hours after drop off.
1 MBOX Coin = 1 PHP
*MBOX Coins are non-transferrable and cannot be exchanged for cash.
*MBOX Smart Lockers Corp. may adjust the earning and redemption rules at our sole discretion.
You can use the MBOX App to check your MBOX Coins balance.
*MBOX Coins are non-transferrable and cannot be exchanged for cash.
No MBOX App yet? Download here
Anyone who picks up a package from an MBOX Locker can earn MBOX Coins.
*Couriers are not qualified to earn MBOX Coins.
You may use MBOX Coins to:
• Pay overstay fees
• Claim special vouchers and discounts
Beyond 16 hours, overstay fees are charged as follows:
For every 4 hours (or a fraction thereof)
- Small door – PHP 3.00
- Medium door – PHP 5.00
- Large door – PHP 6.00
Conditions:
- 16 hours free stay hours
- Overstay minutes are rounded up to the nearest hour
- Food, liquid, or illegal items are not allowed
- MBOX accepts QR payments via:
*MBOX Coins are non-transferrable and cannot be exchanged for cash.
*MBOX Smart Lockers Corp. may adjust the earning and redemption rules at our sole discretion.
Your MBOX Coins are valid for 12 months from the date you earned them.
*MBOX Coins are non-transferrable and cannot be exchanged for cash.
MBOX HOSTS & LOCATIONS
Hosting an MBOX will not only modernize the property, but also demonstrate added care by the building management to the people who occupy and reside in the building. Moreover, building staff can focus more on their job instead of keeping up with the increasing number of packages.
That’s great! An MBOX locker is a great modern amenity to any building or community.
If you are interested to host an MBOX locker in your building or store, please send us the following details to info@mbox.com.ph:
- Full Name
- Email Address
- Contact Number
- Building Name
- Complete Building Address
- Total Number of Tenants/Occupants in the Building
- Attach photos of the proposed location of the locker taken from different angles. Please send photo of nearly vicinity as well.
Note: Location Requirement:
- Highly visible, ground level 1 sqm of space protected from rain
- High-occupancy/ Foot Traffic
- Strong 4G cellular signal
- 220V electrical outlet ( minimal 100W load capacity )
Once we receive the complete details, expect a reply from us within 48 working hours. We look forward to talking to you soon!
A 220V electrical outlet is needed to power the MBOX locker.
MBOX smart lockers only consume a very minimal 100w load which is the equivalent of about 2 electrical light bulbs.
The Lockers will not work when there is no electricity. A lot of buildings that hoss an MBOX Smart Locker have standby generators, in which case the lockers should be online and working again after a few seconds. Given than the MBOX smart lockers only consume very minimal electricity load ( 100w) , it can easily be included in the partial generator capacity load during brownouts.
Yes, We have a 24/7 monitoring system that alerts us for any downtime whether due to a power interruption or 4G signal failure.
No, as a host you would not be liable for packages inside the locker or the locker itself unless there is malicious intent or negligence .
The locker needs both Internet and electricity to work. The locker connects via 4G / cellular data with an option to switch to a backup WiFi if provided by the building.
The MBOX locker definitely provides much better security versus a box left at the reception desk.
First, only registered couriers and users can place an item inside the MBOX.
Second, only the recipient can retrieve the package using the unique pick-up code sent to his mobile.
Third, round-the-clock CCTV surveillance cameras capture and record package arrival and retrieval to ensure the safety and accountability of every package.
MBOX lockers are heavy-duty, rust-resistant, water-resistant, and heat-resistant. But just like any equipment , the lockers can be damaged by floods, fire, and other natural catastrophes.
Best way is to chat with us in our Facebook @mboxsmartlockers
Hosting an MBOX will not only modernize the property, but also demonstrate added care by the building management to the people who occupy and reside in the building. Moreover, building staff can focus more on their job instead of keeping up with the increasing number of packages.
PAYMENT AT LOCKER
Yes, but for select stores/locations only. Currently, we accept digital payment on delivery for MerryMart Grocery orders. Users can pay at the locker by scanning a QR code*
For all other stores, only non-COD packages are accepted at the locker.
*QR Payment supported are:
