Frequently Asked Questions

There are three locker door sizes available:

• Small: 14 in × 3.5 in × 19 in
• Medium: 14 in × 8 in × 19 in
• Large: 14 in × 12 in × 19 in

Packages must weigh no more than 15 kg.

Packages must be packed securely. Packages that weigh more than 15 kg or are larger than 14 in × 12 in × 19 in cannot be sent or stored using an MBOX Smart Locker.

Only one package should be placed inside each locker door. For example, if you have three packages, place them in three different locker doors. You will receive a separate pickup code for each package.

There are three ways to pick up your package:

1. Pickup code: Enter the pickup code on the MBOX Locker touchscreen.
2. Easy Remote Pickup: Tap the Remote Pickup button in the MBOX App.
3. MBOX QR: Scan the QR code in the MBOX App at the locker to pick up multiple packages in one go.

No MBOX App yet? Download it here.

Use the address of your chosen MBOX locker location as the delivery address when placing your order.

Only non-COD, non-food packages are accepted, except at select locations that support payment on delivery.

When your package arrives at MBOX, you will be notified by SMS and/or a message in the MBOX App. The pickup alert includes your pickup code and package details.

First, check with the courier to confirm that your package was delivered to MBOX. If the package is in the locker but you did not receive a pickup code, the courier may have entered the wrong mobile number. Contact the rider and ask them to use the locker’s Take Back function to retrieve your package. They can deliver it to you or place it back in MBOX using the correct mobile number.

If that does not resolve the issue, message MBOX on Facebook or email customercare@mbox.com.ph with:

• Your mobile number
• The waybill number
• A photo of your valid ID
• A photo of your order record showing the recipient’s name, mobile number, address, and waybill/tracking number

Pick up your package within 16 hours of drop-off to avoid overstay charges. The deadline is also shown in the pickup alert sent by SMS or the MBOX App. You have a maximum of 72 hours (3 days) to collect the package. After 72 hours, the courier or sender will remove it from the locker for return.

Pickup is free when you collect your package within 16 hours of courier drop-off. After 16 hours, overstay fees apply. Overstay minutes are rounded up to the nearest hour; terms and conditions apply.

Food, liquid, and illegal items are not allowed. MBOX accepts QR payments:

MBOX Storage lets you temporarily store an item to lighten your load or leave an item for a friend to pick up. Storage durations range from 4 hours to 14 days.

You must validate your ID before using Storage. Download the MBOX App, register, and validate your ID. Then go to an MBOX locker and:

1. Select Storage on the touchscreen.
2. Sign in with your registered mobile number or scan your MBOX QR code.
3. Enter the recipient’s mobile number.
4. Select the locker size and storage duration.
5. Choose a payment method and pay by scanning the QR code.
6. Put your package in the locker and close the door.

Storage rates depend on the locker size and storage duration. The sender pays in advance for the selected duration and locker size. Overstay minutes are rounded up to the nearest hour. Food, liquid, and illegal items are not allowed.

MBOX accepts QR payments.

Message MBOX on Facebook.

First, check with the courier to confirm that your package was delivered to MBOX. If the package is in the locker but you did not receive a pickup code, the courier may have entered the wrong mobile number. Contact the rider and ask them to use the locker’s Take Back function to retrieve your package. They can deliver it to you or place it back in MBOX using the correct mobile number.

If that does not resolve the issue, message MBOX on Facebook or email customercare@mbox.com.ph with:

• Your mobile number
• The waybill number
• A photo of your valid ID
• A photo of your order record showing the recipient’s name, mobile number, address, and waybill/tracking number

Chat with MBOX on Facebook.

Scan the QR code on the MBOX App page or download the app from your smartphone’s app store.

No. You can pick up a package without the app by entering the pickup code sent to you by SMS. The app is required for some features, including Storage. It also provides Nearby Lockers, Package History, Remote Pickup, and an MBOX QR code for picking up multiple packages.

MBOX Coins are rewards for picking up parcels early. They can be used to cover overstay fees. MBOX may offer other rewards, such as gift certificates from partner brands, in the future.

Earn 1 MBOX Coin for each parcel you pick up within 4 hours of drop-off. One MBOX Coin is worth PHP 1. Coins are non-transferable and cannot be exchanged for cash. MBOX Smart Lockers Corp. may change the earning and redemption rules at its discretion.

Check your MBOX Coins balance in the MBOX App. Coins are non-transferable and cannot be exchanged for cash. Download the app.

Anyone who picks up a package from an MBOX Locker can earn MBOX Coins. Couriers are not eligible.

You can use MBOX Coins to pay overstay fees or claim special vouchers and discounts. Coins are non-transferable and cannot be exchanged for cash. MBOX Smart Lockers Corp. may change the earning and redemption rules at its discretion.

MBOX Coins are valid for 12 months from the date they are earned. Coins are non-transferable and cannot be exchanged for cash.

Hosting an MBOX locker can modernize your property and show care for the people who live or work there. It can also let building staff focus on their work instead of handling an increasing number of packages.

Email info@mbox.com.ph with:

• Your full name, email address, and contact number
• The building name and complete address
• The total number of tenants or occupants
• Photos of the proposed locker location from different angles, including the nearby area

The location should be highly visible, at ground level, protected from rain, and have about 1 m² of space, high occupancy or foot traffic, strong 4G signal, and a 220 V electrical outlet with a minimum 100 W load capacity. MBOX says to expect a reply within 48 working hours after submitting the complete details.

An MBOX locker needs a 220 V electrical outlet and uses about 100 W, roughly equivalent to two light bulbs.

The locker will not work without electricity. If the building has a standby generator, the locker should come back online after a few seconds. Its low 100 W power use can be included in a partial generator capacity load.

Yes. MBOX has a 24/7 monitoring system that alerts its team to downtime caused by power interruptions or 4G signal failures.

Hosts are not liable for packages inside the locker or for the locker itself, unless there is malicious intent or negligence.

The locker needs both internet and electricity to work. It connects using 4G/cellular data and can switch to backup Wi-Fi if the building provides it.

Only registered couriers and users can place items inside. Only the recipient can retrieve a package using the unique pickup code sent to their mobile number. Round-the-clock CCTV captures and records package arrivals and pickups.

MBOX lockers are heavy-duty, rust-resistant, water-resistant, and heat-resistant. Like any equipment, they can still be damaged by floods, fire, and other natural disasters.

Chat with MBOX on Facebook.

Hosting an MBOX locker can modernize your property and show care for the people who live or work there. It can also let building staff focus on their work instead of handling an increasing number of packages.

See the current MBOX locker locations. The MBOX App also has a Nearby Lockers feature to find a locker near you. Download the app.

Yes, but only at select stores and locations. Digital payment on delivery is currently available for MerryMart Grocery orders. Pay at the locker by scanning a QR code. For other stores, only non-COD packages are accepted.