Help Centre & FAQs
Quick answers on booking, tracking, payments, claims and returns.
Booking & Pricing
How is the shipping price calculated?
Price depends on zone and chargeable weight — the higher of actual weight and volumetric weight (L × W × H ÷ 5000) — plus a 12% fuel surcharge and 18% GST.
Can I book without creating an account?
Yes. You can book as a guest with your mobile number. An account lets you save addresses and see past shipments.
What items cannot be shipped?
Cash, jewellery, firearms, flammable liquids, narcotics and live animals are prohibited. Liquids above 1 litre need special packing.
Tracking & Delivery
Where do I find my AWB number?
It is on your booking SMS, email and the label — AQ followed by 9 digits, e.g. AQ123456789.
Can I change the delivery address?
Yes, before the parcel is out for delivery. Use the tracking page or call support to update it.
What if the receiver is not available?
We attempt delivery three times and notify the receiver each time before returning it to you.
Payments & COD
Which payment methods are accepted?
UPI, credit and debit cards, net banking and the Akon wallet. Business accounts can pay monthly.
When is COD money remitted?
Within 7 days on the Starter plan, 2 days on Growth and daily for Enterprise accounts.
Is there a fee for Cash on Delivery?
Yes — 1.5% of the order value, with a minimum of ₹40 per shipment.
Claims & Returns
How do I report a damaged parcel?
Raise a request within 48 hours of delivery with photos of the box and item. Claims are settled within 7 working days.
What compensation do I get for a lost parcel?
Up to ₹5,000 by default, or the declared value up to ₹50,000 if you chose Secure Shipment.
How do returns work for online sellers?
Customers request a return, we pick it up within 48 hours with optional doorstep quality checks.
Still need help?
Our support desk is available 24 × 7 on phone and email.