250 Frequently Asked Questions | ExBox
Frequently Asked Questions

ExBox Headquartered In Mumbai, India is a parcel delivery and comparison website / mobile app, offering on-demand pickups , reliable service , and surprisingly cheap prices for courier services across the Globe to Individuals, Corporates and Businesses and E-Commerce sellers . With multiple services offered we provide services to 225 countries worldwide.
Exbox allows Businesses and Individuals to compare quotes for cheaper services for deliveries to Worldwide destinations.

why choose ExBox ?

Shipping with ExBox is a hassle free experience. When you book with us, it's you who selects which of our many services get to handle your item. Book online and either drop your parcel at our local offices or depot, or we can collect it from your home or work. It's that simple!. For a list of drop -off locations check the drop location office nearby to you.
It does not matter or irrespective of the size of the box you want to ship , we have all facilities to pick up and the expertise required to send your shipment through different modes such as Courier / Commercial / Airfreight / Sea freight or Road.

• We have some of the lowest prices for Domestic & International deliveries
• Our prices are all inclusive. So you don’t have to worry about any extra charges. What you see is what you pay.
• Free collection from your home or work.
• Drop off options available at conveniently placed and strategic locations.
• Adding more and more pick up and drop locations in order to provide a hassle free and reliable service at all times.
• Our services extends to all , whether you are a one time shipper or a business ,ExBox has complete solutions for all your shipping queries.
• whether you have a min 100 gms envelope or a parcel weighing upto 70 kgs we work out solutions best suited for u.
• Prepaid accounts : With prepaid accounts you never have to look back to on your shipping expenses , have control on your shipping expenses, never loose sight on your shipping expenses with prepaid accounts.
If you have any queries please do not hesitate to contact our Customer care team . Click here to contact us today.

How is ExBox so cost effective?

As we are into wholesale business we consolidate and send them through one account within our network and network partners, this creates discounts in rates which we are then able to pass on to you!

How does ExBox work?

Anybody can sign up and start benefiting from our great discounts right away and below are some of the other reasons why our customers choose ExBox.
1. You can reach us on our app android / ios or our website www.goexbox.com.
2. To send a courier simply enter the from and to locations. ( we are currently live in mumbai only. )
3. Enter the weight of your box and simply click on the get quote button .
4. Once you click the get quote button you can find a minimum of 4 services that are listed.
5. Based on the price and transit times you can choose the service of your choice, just select the service and click "Quick Quote" button and enter all necessary credentials required to send your parcel, make the payment and then leave it to us we take all care to collect and ship your parcel from a place convenient to you and deliver it on time to you destination. Trust us it's that simple.
If you have any other shipments other than courier or require any other services (viz. customs clearance , commercial shipments , airfreight , sea freight you can contact us on. Our sales team will be happy to provide you with the best rates and services.
Call us today.

If you have any other shipments other than courier or require any other services (viz. customs clearance , commercial shipments , airfreight , sea freight you can contact us. Our sales team will be happy to provide you with the best rates and services.

Contact Us today for a quote.

Is ExBox account available for ecommerce shippers ?

yes we do have special rates for ecommerce shippers based on their volumes . to get a quotation , please contact our sales team to open an account today.


With exbox it is always our motto to make your shipping simple or hassle free. Please see below step by step instructions for booking:
1. Tell us where you are sending your parcel from and to, followed by the size and weight, and then click “Quick quote”. You can even change between cm and inches, as well as kg and lb when you fill in the measurements.
2. Take a look at the quotes; compare the services; choose the one that’s right for you, and click “Book now”. If you don’t have access to a printer make sure you let the pickup boy know same.
3. Now we need to know exactly where your parcel is going from and to, simply complete the details with your collection address (or return address if you choose a drop-off service) and delivery address. Remember to tell us what you’re sending and check it against the prohibited and restricted items list before ticking to confirm you’ve done this and clicking “Next”.
4. You can enjoy the service you need by adding extra compensation cover, notifications and a signature to your delivery before clicking “Payment”.
5. Finally confirm your order details and either click to add another booking or continue down the page completing your payment details. Be sure to check the terms and conditions and tick the box before clicking “Finish” to complete your order. And that’s it! But don’t forget to print the label if one's needed.

Why Can't I find my City / Area in the Pick Up or From Location?

Exbox Is Currently only live in Mumbai but we are in process to add more cities and countries worldwide very soon, you may also send Us an enquiry from our Contact Us page or you can stay with us for regular updates or sign up for regular updates on our Facebook's page "Exbox"


It’s our priority to make sure your parcel is delivered quickly and safely every time you send. Unfortunately, couriers do not allow you to send some items or will only allow you to do so on a no compensation basis. Please be sure to check the contents of your parcel against these lists before you send them.

Prohibited items CANNOT be sent by any courier you book through ExBox.

Restricted items CAN BE sent however this, is on a no compensation basis. If they become lost or are damaged in transit you will be unable to make a claim for compensation.

There are other items which have limited levels of compensation. You can find a list of all Prohibited Items, Restricted Items and Limited compensation items here.

If you are unsure whether the contents of your parcel fall into these categories then simply Contact Us. Our friendly customer service team are happy to help.


Our services enjoy a huge 95% success rate for both collections and deliveries. That said, while most go without a hitch, very occasionally things can go wrong and none of the couriers are able to guarantee their collection and delivery dates. Anything from road closures and heavy traffic to bad weather and accidents can affect the courier’s route and whether they can collect and deliver your parcel on time. If you encounter this we’re truly sorry for the inconvenience, we are here to help, Contact Us now to reschedule a collection / delivery and have your parcel delivered as soon as possible.


The good news is that most of our courier services come with compensation cover included for free for upto USD100/- or whichever is less so long as your parcel is packaged according to the packaging guidelines and doesn’t contain any items on the Prohibited Items, Restricted Items and Limited compensation items. 
But what if your parcel is worth more than the free inclusive cover? No problem, just add additional cover up to the value of 25000 when you book your delivery. The full cover will be automatically added once you enter the value of your parcel.  If you want to risk it you can remove the additional compensation cover before completing your order. Just remember that by removing the additional cover, your maximum claim will be limited if your parcel was lost or damaged.
If you remove the extra cover accidentally just get in touch and our friendly customer service team can add it back on up until it is collected. But remember, once the shipment is collected, it is not possible to amend the compensation levels.


Once you’ve chosen a service and booked your delivery it’s time to print your labels. We will provide the labels on the confirmation page and email a link to you too if you want to print them later. You can find them in “My Account” as soon as you confirm your booking.
Once you open your label just click on the picture of the printer in the bottom right corner of your monitor. If you don’t have a printer, you should contact our customer care and the pickup driver shall bring same along.


Once you've booked your delivery, we’ll send you an email giving you a tracking number - (it’ll look something like: 78691190909).
Just click here and pop in your tracking number to watch it every step of the way


If you can’t see your tracking number then don’t worry! It’s the same as your booking reference. You can find it in “My Account” under “Orders” and in your order confirmation email which is sent immediately after booking. (It looks something like 78691190909).
If you are the recipient and didn’t book the delivery yourself we can’t give you the tracking number. Please contact the sender who booked the delivery to get the tracking number.


Our pickup boys can arrive at your door at a time chosen by you . due to congestions at times it may be possible that pickups cannot be made exactly on time , so please arrange your collection for a day in advance when you can stay at the address.  
Be aware that at busy periods, such as Diwali/ Christmas when people are posting thousands of gifts to one another, these times may be extended right up until 8pm and the courier is unable to advise of a more accurate time. 
We can collect from alternative addresses if this is easier, including neighbours, friends, family members or work addresses. Otherwise, why not try a drop-off service so you can get on with the rest of your day.


If you prefer to drop off your parcel rather than waiting in to have it collected from you, simply book a drop-off service.
Currently we offer 4 strategically drop locations . You can find your most convenient drop-off points on our Contact Us page.


Although couriers booked to make collections through ExBox have very high success rates, very occasionally things can go wrong. Bad weather, accidents, road closures and heavy traffic can all affect a courier’s route and their ability to collect in the time frame you were given. If this is the case, we’re very sorry for the inconvenience caused. Just get in touch with our friendly customer service team as soon as possible in order to reschedule your collection. Contact Us here.


Although couriers booked through ExBox have very high success rates (around 95%), very occasionally things can go wrong. Bad weather, accidents, road closures and heavy traffic can all affect a courier’s route and their ability to collect in the time frame you were given. If this is the case, we’re very sorry for the inconvenience caused and here to help you reschedule a collection.Contact us now.


Of course! You will need to Contact Us as soon as possible so we can help you. But remember, if your change affects the cost of the service you will need to pay the difference.
It’s best that you make your change as soon as possible as if it’s done right before collection (or even later) you will be required to pay additional surcharges to compensate the service for any costs they have incurred.


Whichever service you choose aim to scan the parcel and offer an update every 24 hours. If when you check the tracking there have been no updates for over 24 hours, please get in touch with us. The customer service team are happy to help but make sure that you have a few details to hand that will help us help you.
1. Booking reference – this is the same as your tracking number and looks something like
2. Packaging description – you need to be able to tell the what it looks like on the outside
3. Parcel contents – we need to be able to tell the service provider what is in the parcel, including the make, model, colour and any distinguishing features of your items


Yes, we have a few different ways to make it quick and easy for you to book more than one parcel delivery at a time. Here are your options:
Sending more than one parcel to different addresses
If you’re sending a few parcels to different addresses, you can get a quote for your first parcel, add it to your basket and before you reach the online checkout, you’ll see an option to “Book Another”. Once you’ve selected all the services you want to book for each delivery, you can easily pay for them altogether.


We insure the value of the goods upto USD 100/- or the invoice value whicever is less.

What are the insurance charges for shipments ?

Invoice value up to Rs 6500 – Free
Invoice value from Rs 6501 to Rs 50000 – 2.0% of invoice value
Invoice value from Rs 50001 to Rs 100000 – 2.5% of invoice value
Invoice value above Rs 100000 – 2.5% of invoice value
Note: Insurance will not be applicable for shipments containing jewellery, precious stones,
perishable items etc.


Though it is ensured that our packages are swiftly delivered with utmost care , there may be instances that a package is damaged in such cases we request you to contact your shipper or online shop who will then file for a claim for a lost or damaged parcel. Please note that only the shipper or your online shop can file a claim.


We request our customers not to accept any package that is any way opened or tampered from the delivery couriers, in cases where you do accept a tampered or a an open package we will consider it as successfully delivered.

why do you collect payments only by card and cash , why is no credit period issued to pay the invoices. ?

We do provide a wholesale account to customers who are regular shippers , Contact Us today to find out more, Our sales team will be more than happy to help you.

what happens if the weight is more than I declare in mobile app/ website ?

Courier charge will be done on a Cash On Collection/ Pre­Paid / payment by Debit / Credit Cards / Cash on Delivery for select destinations only basis. The courier charge will be calculated depending on the physical weight and dimensions as provided by the shipper. In case a discrepancy is found in the physical dimensions / extra weight at our local hub , the Shipper will be asked to pay the difference amount. In case the difference amount is not paid within the specified time limits we are liable to hold the parcel at our hub till the time payment is confirmed, any loss or damage that arises due to hold of the package due to non payment, ExBox shall not be held liable in such cases. Any dispute raised regarding Bills for account users after 7 days of date of the bill will not be entertained.

Whom should I contact if I have not received my shipment?

If you have not received your shipment we request you to contact your shipper or your online shop. If they fail to provide an updated status of your then kindly Contact Us.

Can I change my address?

Once the shipment it is not possible to change the address, however you may Contact Us and our team will help you in return of the shipment. Please note once the shipment is dispatched and the client wishes a return of the parcel, return or RTO charges will be applicable, any charges will be collected from shipper and shipper is bound to pay same to us, before we can handover the said shipment to the shipper.

What if my address is incorrect?

In cases where the address is provided by the shipper or your online shop is incorrect, there will be address correction charges of minimum charge of INR 100/- for domestic shipments and minimum USD 20/- for international shipments.

Can I change the delivery date and delivery time?

Yes you can but you will have to check with local forwarder. In cases where it is not possible to change the date and delivery time , you may collect the parcel from our local depot.

What is Customs?

Customs is an authority or agency in every country responsible for collecting duties and taxes and for controlling the flow of goods, including animals, transports, personal effects items, into and out of a country.

Why is Customs holding my parcel?

All shipments have to be formally presented to customs and must be custom cleared. Customs clearance process times differ from country to country and cannot be influenced by ExBox. For some countries duties and taxes may be due and customs will release the parcel only upon receiving the amount of duty and taxes. Customs may also hold your shipment because they require more information about you, your company or your package. In any case they will contact you, or you will be contacted by ExBox for the required information. In the case you do not get a call from either you may Contact Us and we will be happy to help.

Why is customs charging duty and taxes?

Shipments can be defined into three types, mainly:
i) Samples / prototypes sent from company to company. You may be charged customs duties and taxes for all kinds of samples and prototypes sent to you clients provided these are within the excess amount of the threshold values based on the destination country. There may be no duties charged if values are within the excess limit specified by a destination country.
ii) Goods purchased online for personal use. You may be charged customs duties and taxes for products purchased online because: Duties and taxes are usually typically not included in the price of the goods you purchase online, and might not be included in the overall shipping costs you pay to the online retailer. When purchasing goods online, some or all of these goods may not originate in the country you reside in, therefore are subject to a customs duty, which is a tariff or tax imposed on goods when transported across international borders, please check same before you order online. When goods are not shipped domestically (within your country) or within a single customs union, such as the European Union, you are liable to pay any inbound duties and taxes which your local customs authority deems appropriate. To ensure the ExBox or their authorised carrier courier can deliver your goods in shortest possible time after entering your country or customs union, ExBox or their authorised carrier pays the customs authority on your behalf for any duties and taxes that are due on the goods. Once the duties and taxes are fully repaid to ExBox or their authorised carrier the goods will be delivered to you What is payable, if anything, depends on where the goods are sent from, the type of goods, their transactional value and the weight of the package When buying goods online, you should always check whether they are either being sent to your address from: Your country Another country Outside your customs union country
Note: Different rules apply when buying goods for commercial use.
iii) Gifts from Individual to Individual. A gift is defined as something sent directly by one private individual to another and such goods do not attract import tax if the value is below stated local duty thresholds.( For Example : United kingdom has a maximum threshold of GBP 15/- for goods travelling from a country outside the european union territory, for goods anything above the threshold will attract a duty as per the UK tariff rate.) Ordering and paying for goods that originate outside of your country or customs territory for shipping to a person other than the purchaser, does not satisfy the customs definition of being a gift.

Who is responsible to pay the duties and taxes?

The payment of duties and taxes are typically the responsibility of the receiver, however ExBox does provide the opportunity for ExBox account holders to pay for them for a small administration fee.
In that case, the shipper has to formally take the responsibility for the payment of duties and taxes before shipment delivery, once the shipper pays the duty to Exbox, we will then deliver the shipment to the consignee, in cases where in the consignee or consignor refuse to pay the duty and taxes, ExBox shall not be liable for any damage or loss of the parcel due to such a delay. Any claims arising out of such a situation will not be entertained.

Why do I need to pay customs duty if I receive a shipment as a gift ?

Whether a shipment is a gift or for personal use, it must still go through an import procedure as determined by custom’s law in the destination country. The shipment is cleared through customs based on the origin country, the value and quantity, but not its purpose. You will need to pay customs duty and taxes only if the value of the gift is above a stated local threshold.

Why is there a restriction on the quantity and value even if I am ordering for my personal use?

Every country has limitations for imported goods that are used for personal use. This is to avoid misuse, and to distinguish imports for personal and commercial use.

Do I have to pay any additional charges for customs clearance?

You may expect the following charges depending on the type and value of goods;
Local Taxes and Customs Duties
Advance payment surcharge
Any regulatory charges , if any / applicable.

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