Service Guide
Everything you need to know about weight calculation, claims, packing and restricted items before booking your shipment with us.
Weight Calculation
Chargeable weight is the weight used to calculate the rate the customer will be charged, either it will be Actual weight or Volumetric weight (L x B x H (in cms) / 5000).
Actual weight is the weight of the items displayed on a weighing scale. For Volumetric Weight, use a measuring tape to determine the weight. If the shipment is not dense but bigger in size, take Length x Breadth x Height in centimeters and divide it by 5000 to get the weight.
Actual weight (weighing scale weight) or Volumetric weight, whichever is higher, will be charged.
Increase the fraction of weight to the next Kg if it is above 50 gms (e.g. 1.051 kg will be considered as 2 Kg / 2.051 kg will be considered as 3 Kg).
Claim Policy
- Refer to the Claim Settlement Policy to claim compensation against any damage, losses and service failures acceptable as per insurance companies, carriers like Airlines, Railways and the Transport industry.
- All claims must be submitted within 21 days from the date of booking, on the official consignment note of the company (PR Worldwide Express).
- Claim settlement is subject to the terms & conditions in the quotation of SM Express Logistics Pvt Ltd. Claims must be submitted on the official claim form with supporting evidence and signed approvals. Incomplete forms will not be accepted.
- The claim form is verified and checked by the corporate claim department.
- The invoice value declared at the time of booking will be considered for settlement — no alterations allowed after booking.
- No claims for service failures, damage or losses due to natural calamities, or packing deficiency (damage / pilferage) of fragile, perishable or specified items.
- No claim regarding mode change will be entertained.
- This document is treated as a legal document in case of any disputes that may arise in future.
Packing Guideline
To ensure that packages are delivered safely and securely, the following packaging guidelines are to be followed.
- Use a 5-7 mm ply carton box.
- Wrap all items separately.
- Use adequate cushioning material.
- Use strong tape to seal the box from all sides.
- Use shrink wrap to cover the entire box.
- Do not use strapping.
- Use a single address label with complete Sender and Receiver information.
Restricted Items
- Radioactive Material and Storage
- Legal Tender
- Explosive & Flammable Items
- Chemicals & Toxins
- Currency, illegal narcotics and drugs
- Ammunitions
- Magnetized Material
- Precious Metals
- Live Organisms