Equipment Safety Standards

Food safety is incredibly important and using the correct kit is key to ensuring that orders arrive at the customer in the best condition possible.

Failing to use all required safety equipment when you work with Deliveroo is a breach of your supplier agreement with us. Due to the serious impact that this has on food service and safety, if you are found to be online working with us without kit that meets these standards, we would be unable to continue working with you as a rider with Deliveroo.

Worn/Damaged Replacement

Follow this quick guide below on how to request replacements for your worn/damaged kits. Worn/Damaged replacements are free for all active Deliveroo riders.

Replacement Request

Insulated Food Cargo Box/Backpack

A durable, foil-lined food cargo backpack or box. Requirements:

  • minimum internal dimensions: 36cm x 36cm x 43cm
  • at least 1cm of insulating material
  • secure closing mechanism
  • must be clean and hygienic
  • external reflective elements to ensure that it is visible to all road users at all times

Small Thermal Bag

A foil-lined zip lock thermal bag. Requirements:

  • minimum dimensions: 35cm x 26cm x 35cm
  • must fit inside your external food cargo backpack/box
  • at least 1cm of insulating material
  • secure zip lock mechanism
  • must be clean and hygienic

Halal Food Only Bag

A foil-lined thermal bag for Halal food. Requirements:

  • minimum dimensions: 35cm x 26cm x 35cm
  • must fit inside your external food cargo backpack/box
  • secure closing mechanism
  • must be clean and hygienic
  • should only ever contain Halal food

Reflective Outer Layer

This should be at least 40% reflective material with reflective elements on the waist, cuffs and shoulders to ensure that the outline of your body and movement is visible to all other road users at all times when on the road.

Helmet

An undamaged helmet suitable for your vehicle.

Lights (bicycles only)

Front (white) & back (red) bike lights in full working condition. Using lights is a mandatory requirement under the Singapore Law, under the Road Traffic Act (Chapter 276, Section 140)

Equipment Standards FAQ

Why must I carry the large thermal bag?

Bringing your large thermal bag will help you with any large order, especially pizza, which is one of the most ordered food items. Don’t miss out on your chance to earn because you did not carry your large thermal bag.

Why do I need to carry the halal-food only bag?

It is advantageous for you accept orders from halal restaurants to increase your earning potential. Halal restaurants are able to reject riders who don’t carry a halal bag while collecting an order.

Do I have to carry my large thermal bag to the restaurant?

We understand that sometimes you may not be able to carry the large thermal backpack (cube) to the restaurant or customer. However, please ensure you still carry your small thermal bag or the halal food only bag when you are picking up the food from the restaurant and delivering the food to the customer.. Halal restaurants have the rights not to handover the food to you if you are not carrying the halal food only bag. And will reject riders who are not carrying the halal bag.

I do not have one of the required equipment/need more item from Deliveroo kit, where can I get it?

If you need new equipment, please visit our rider kit store.

My equipment is damaged and no longer usable, where can I get a replacement?

If you need to exchange your worn/damaged equipment, do request it here. You will be notified within 7 to 10 days if your request for the exchange has been rejected or approved.

I would like to return my equipment and refund my deposit, do I need to walk-in to the office?

Returning the equipment is only applicable to those who paid a deposit in order to acquire their equipment. If you joined after 11th Sep 2017, this will not be applicable to you as you purchased the equipment through our Shopify platform. Please kindly email to [email protected] for returning of equipment.

I was not available to receive the parcel. Who can I contact to arrange for a redelivery?

You can first reach out to our courier service by emailing them at [email protected] Alternatively, you can send your request for re-delivery to [email protected], OR contact this hotline: 65087863/ 65087865.

I have received the wrong item. How can I request for an exchange?

We are sorry that you have received the wrong item. Please submit the details to this form, so we can arrange it for you further.

I have waited for more than 3 working days. When can I expect my parcel to be delivered?

You should have received a tracking number sent to you, track the status of your delivery here https://app.qourier.com/track. If you need further assistance, call 65087863/ 65087865 to arrange re-delivery