SIGN UP

FREQUENTLY ASKED QUESTIONS

Find our answers to the most frequently asked questions

1. Do I need to pay a Registration Fee/Subscription Fee?

No, there is no registration fee or any other monthly subscription charges. This is a ‘pay as you go’ model, where you recharge your Delhivery wallet, and the money gets deducted as and when you ship.

2. Are there any terms and conditions or minimum order requirement to start shipping with Delhivery?

No, you can schedule the orders as per your requirement.

3. What is the mode of payment for shipping charges?

The payment mode is prepaid through Delhivery Miles Wallet. You can recharge as per your flexibility. Delhivery Miles Wallet is a safe and secure way to pay for your shipments.

4. What happens if my shipment is lost or damaged in transit?

We assure you that all shipments in our network will reach you untampered and in the same condition as handed over to us. However, in such a case, Delhivery will compensate upto a maximum of Rs.2000 per shipment or the shipment value, whichever is lower. If you want a higher insurance coverage, you can buy an insurance policy via a third party. In the latter case, Delhivery will provide you with a Certificate of Facts (CoF) for lost shipments using which you can claim from your insurance provider.

5. Is there a fixed or specific turnaround time (TAT) for the delivery of shipments?

We provide zone-wise indicative TATs along with the rate card. However, kindly note that the operations are affected due to COVID-19 and other regulatory guidelines. We are trying our best to serve you in the best possible way during these tough times and request your support in case of unprecedented delays.

6. How can I check the freight charges before shipping?

Once you create an account with Delhivery, you will get the rate calculator feature on your Client Panel, where you can enter the origin and destination pin codes, the weight of the shipment, and it will calculate the approximate freight charges for you. Once the shipment is delivered, actual charges can be seen on the Client Panel>Wallet>Deductions.

7. Can I have a time-specific pick up according to my convenience?

The pick up is planned according to the field executives plan and route. However, we will try our best to support you in the best possible way.

8. When will I get the COD Remittance for my orders in my bank account?

The COD Remittance happens every week on Friday. To make this happen smoothly, please ensure that your Delhivery wallet balance is positive and above Rs.500; this should be fulfilled before 4 pm on the preceding Thursday. If your wallet balance is negative, your remittance will go on hold automatically. Also, please note that the first remittance may take a little longer as we need to get the bank account details updated from the backend.

9. How to do API Integration & use supported Plugins?

Yes, we provide API integrations with different platforms. We request you to share this link with your developer to give them a basic understanding of Delhivery’s API architecture; once done, you can then discuss the scope of integration with your developer.

Please reach out to our onboarding executive or email us at clientservice@delhivery.com to get the API credentials if you wish to integrate via API.

We have ready Plugins for major platforms like - Shopify, Majento, Woocommerce/Wordpress and Opencart. You can find our Shopify & Woocommerce apps on the respective app stores. Regarding Openkart and Magento plugins, reach out to your onboarding executive or write to clientservice@delhivery.com.

10. Who do I contact in case of any issue?

You can raise a ticket on the helpdesk using your CL Panel. We have a dedicated client service team that will resolve your queries at the earliest, or you can email us at clientservice@delhivery.com.

11. Are there any extra pick up charges?

No, the pricing shared with you includes pick up & delivery from and to the consignee's doorstep.

12. How many days does it take for COD Remittances to reflect in the bank account?

It should reflect by the end of the day, weekly on Friday. However, due to public holidays or unforeseen circumstances, it may reflect by Saturday morning.

13. How does Delhivery decide the chargeable weight for any order?

The chargeable weight is calculated according to the volumetric weight or actual weight, whichever is higher.

14. What is the difference between Actual Weight and Volumetric Weight?

Actual weight or dead weight is the real weight of any package, calculated by putting it on a weighing machine. It represents the actual weight of the package.

Volumetric weight is calculated by multiplying the dimensions of the product and dividing it by a volumetric divisor. It represents the space consumed by the package.

15. How to start creating orders on the Delhivery Client Panel?

Go to cl.delhivery.com, and log in using your credentials to start creating orders. We conduct regular training sessions on Zoom every day at 4 pm; please use this zoom link to attend the session.

16. Can I access the CL Panel using my smartphone?

Yes, the CL Panel app is available on PlayStore. However, we recommend you to use it on a laptop/computer for better performance.

17. Which zone will be considered if both the pick up and destination locations are in the same metro city?

We will consider Zone A for this.

18. Do you provide pick up & delivery on Sundays?

Yes, we deliver on Sundays as well but the pick up happens only between Monday to Saturday.

19. Do I need to contact my account manager each time for any dispute or issue?

It is not mandatory to contact your account manager every time you have a shipment to be picked up or delivered. You can directly monitor your Client Panel for all day to day activities like raising pick up requests, tracking orders in transit, COD remittance, etc. However, if there are any issues, please raise a ticket on CL Panel>Helpdesk>Raise ticket, or you can email us at clientservice@delhivery.com.

20. Do you provide Packing/Fulfillment/Warehousing Services?

We provide fulfillment services across four major cities in India - Gurugram, Kolkata, Mumbai, Bengaluru.

21. What should I do if I don’t have a GST number?

In such a case, you will have to fill, sign and stamp the No GST Declaration form.

22. How do I get invoices for my shipments? Can I download it from the CL Panel App?

We provide invoices over emails monthly. However, you an check individual AWB deductions from CL Panel>Wallet>Deductions.

23. What is the difference between Surface and Express?

Surface follows a standard speed which involves the movement of goods by road only. While Express follows a faster speed that involves the movement by air wherever available, and your shipments are given high priority connections on roads.

24. Do you provide same-day delivery?

Yes, using our Hyperlocal services, we provide same-day delivery in select metro cities. However, we do not provide same-day deliver for standard Ecommerce shipping.

25. Do you provide a packaging slip and tracking barcode number?

Yes, we provide a packaging slip which is mandatory to be pasted on the package (flyer/box) that contains the AWB number and a unique barcode. Delhivery pick up executives will not accept any shipment that does not have the packaging slip pasted properly.

26. Do you provide International Shipping?

Yes, we do. Please connect with your account manager for the details.