Frequently Asked Questions

1. How is the delivery fee calculated?

The delivery fee is calculated based on the size and weight of the consignment. Our delivery fee at the Parcel Shop starts from 30 Baht.

2. What is the delivery timeline?

The shipment from Bangkok to Upcountry (and from Upcountry to Bangkok) sent before the cut-off time will be delivered to the destination on the next day (excluding weekends and national holidays). The shipment from Upcountry to Upcountry will be delivered in 2 days (excluding weekends and national holidays).

3. What is the surcharge for remote area and special area?

The surcharge is calculated based on the origin and destination postal codes. For account customer, the remote area surcharge is from 80 Baht to 200 Baht per destination and the special area surcharge is 200 Baht per destination. For individual shipper, the remote area surcharge is 50 Baht per consignment.

4. What is the liability coverage?

Every consignment has a maximum liability coverage of 2,000 Baht for damage or loss caused by Kerry Express, given that the consignment is under the claim lists.

5. What is the terms and conditions of extra insurance coverage?

For consignment sent at the Parcel Shop, the Insurance Surcharge is 1% of the item's declared value, with the maximum of 50,000 Baht. Please note that the shipment eligible for insurance coverage must be under the claim lists. For shipment picked up at the shipper's address, extra insurance purchase is not yet applicable.

6. What is the claim conditions and procedures?

Parcel must be packed properly as the consignee may reject the shipment once it is found damaged or insufficiently packaged. Any claim must be within 14 days from the shipment delivery date. You may contact 1217 ext.5 on Monday-Friday from 08:30-18:00 (excluding national holidays) for further details.

7. Where can I track the shipment status?

You may track the shipment status through our website, or our Kerry Express mobile application or call our Customer Care Centre 1217.

8. How can I cancel my pick up service?

Shippers may call our Customer Care Centre 1217 to request for the cancellation.

9. How can I cancel my shipment delivery?

Shippers may call our Customer Care Centre 1217 to request the cancellation.

10. How can I postpone the shipment delivery date?

Consignees may call our Customer Care Centre 1217 ext.2 to request for the postponement, given that the new delivery date is within 7 working days from the original delivery date.

11. How can I change the consignment delivery information?

The shipment information change fee is 150 Baht. Shippers may request the change at the Parcel Shop and make the payment, or alternatively call our Customer Care Centre 1217. Please note that it will take 1 to 3 working days for the update (1 working day for contact number change and 2-3 working days for address change).

12. What should I do if the shipment is damaged or lost?

Consignees may contact 1217 as soon as you discover the damage or loss for our investigation. We will investigate and update the result to you as soon as we can.

13. What should I do if I have not received the shipment on the due delivery date?

As we have a record of every shipment's estimated delivery date, we also have the reason of delay record in our system. You may track the shipment status on our website or contact 1217.

14. Which shipment channel is the Loyalty Program point collection applicable?

Loyalty Program point collect is applicable for shipment sent at Parcel Shop. It is not available at door-to-door service yet.

15. What is the minimum number of shipment to be eligible for an account customer?

Shippers must have a minimum of 50 shipment each time to be eligible for an account customer.

16. How do I make a COD registration and what supporting documents do I need to prepare?

Shipper must register the COD account online with the documents listed below. Individual shipper will receive the COD account number which will be ready for use soon after you register. For company shipper, the verification process will take 1 working day before you can send the first COD shipment.

  1. A copy of a bank book
  2. Affidavit
  3. Power of Attorney
  4. Authorization representative
  5. A copy of ID card of an authorized person/representative (according to the Affidavit)

17. When will the shipper receive the COD collected from consignee?

We will transfer the COD amount to shippers within the next 3 working days after the shipment has been delivered to and the COD amount has been collected successfully from the consignee.

18. What should I do if I do not receive COD transfer?

Shipper may contact Parcel Shop staff or contact 1217 to enquire the COD transfer status. Please prepare the consignment number and documents of proof of delivery when making an enquiry.

19. What should I do if I want to change the information of the registered COD account?

Due to our company's policy, we do not change any information in the COD account. As the bank account information and email address must be verified by shippers, shippers must make a request to delete the registered account and re-register a new account with the correct information.

20. What are other possible reasons of an undeliverable shipment and how can I get it back?

There are many possible reasons of undeliverable shipments, including but not limited to unsuccessful shipment delivery within 7 days, or shipment rejected by consignee. Undeliverable shipment, if sent to our Parcel Shop originally, will be returned to the same spot without extra surcharge.

21. Can I request a receipt or tax invoice?

Yes, please note that the receipt or tax invoice can be issued at the Parcel Shop where the service took place and on the day of service only.

22. Do I have any proof of picked up shipment from the courier?

If you are an individual shipper, our courier will return a copy of consignment note for your record. Afterwards, you may track the shipment status from the consignment number stated on the consignment note.