Pick-up Information

1. What is PostEx On-Call Pick-up corporate customers? On-Call Pick-up is a PostEx pick-up service for corporate customers. It is available Monday through Saturday for regular PostEx services, from 11am to 5pm. PostEx On-Call Pick-up service gives you the convenience of having your shipment picked up from your home or office. You can schedule a pick-up by calling 042-32020224 2. What is the procedure for Pickup? PostEx pickup service is available Monday to Saturday as a regular PostEx service PostEx Courier Services schedules your pick-up according to your home or office address. You can request for pickup by simply calling us at 042-32020224 3. What are the pickup charges? There are no additional pickup charges. We offer the pickup service free of cost. 4. How can I get a proof of delivery (POD)? You can view the delivery status under ‘tracking’, in case status is not available online please call our customer service 042-32020224 we will be pleased to provide you with a copy of the POD. 5. What does the shipment status “Returned to Shipper” mean? The title “Returned to Shipper” in the status means that shipment was returned back to the shipper who booked the shipment. It could happen due to various reasons, e.g. refused to accept by consignee, address not traceable or etc. 6. Can I contact you after the office is closed? Yes! Our customer service agents are there to assist you. Ring us at 042-32020224. 7. How do I know if the item I need to send is prohibited? The following items cannot be couriered via us: currency ,jewelry, Bullion ,antiques, liquor, stamps, precious metals & stones ,works of art ,fire arms ,plants, drugs, explosives, animals, industrial carbons and diamonds ,hazardous and combustible materials and all other materials restricted by International Air Transport Association , ICAO International Civil Aviation Organization, and any item whose distribution is regulated by law. 8. What details will I get about my Shipment’s transit? Shipment movement information is captured each time a tracking sticker is scanned. Common scans include the following information: Origin Destination Date of Booking Shipment Number Shipment Weight & Pieces 9. How can I change shippers address? The address can only be changed at the request of the shipper. Please notify us on [email protected] within 24 hours of booking your parcel.

Policy and Procedures Information

1. What happens if consignee is not available at home/delivery address? If the consignee is not available at the given address, our courier will deliver the shipment to a person who is available and will take down the signatures and relation of that person to the consignee. In case no one is available at the given address or if the address is closed, our courier would leave a message card for the consignee. After coordinating with the consignee, our courier will make a second attempt the following day. However, certain sensitive shipments governed by shipper regulations can only be received either by consignee or his/her blood relative at given address. 2. Does PostEx offer holiday service? Yes, PostEx does deliver on holidays in the following cities: Lahore, Islamabad and Rawalpindi. For further details, chat with a live agent via our ‘Talk to Us’ tool or please call us at 042-32020224 3. In case a shipment is lost, will PostEx be liable to give us the market value of the good that has been lost? If the shipment is insured then yes, PostEx is liable to pay the market value of the lost shipment. If the shipment is not insured, then the liability of PostEx is limited as mentioned in the terms & conditions of carriage. 4. How much does PostEx charge as insurance for high value goods? Commodity-wide insurance rates vary, ranging from 0.5% to 2% of declared value of goods. 5. What happens if the shipment is pending and no new details are provided? On all such pending shipments, the shipper will have to send new details within 5 working days from the date informed. If not, then shipper will have to abandon the shipment and it will be destroyed or disposed off. However, shipper still remains liable for all additional costs (including duty and taxes). 6. What happens in case a shipper wants to return an undelivered shipment to its origin? For all such shipments, a Return to Origin (RTO) request will be notified in writing by the shipper and all return or redirection taxes billed at destination & RTO charges will be payable by the shipper. 7. How can I claim for my shipment? All claims for international/domestic shipments must be submitted in writing to PostEx within thirty (30) days from the date that PostEx accepted the shipment, failing which PostEx shall have no liability whatsoever. 8. In case a shipment is not delivered on the first attempt will PostEx make another attempt? Yes, the courier will automatically attempt delivery to the address the next business day before 5:00 PM. After two attempts, the package will be held at the local agent office until disposal arrangements are made.

Services & Solutions

1. What are the range of services and solutions provided by PostEx? To view our range of services, click the Services and Solutions tab on top of the PostEx homepage. 2. How do I find out the domestic rates? For domestic rates, use the Rate Calculator under Quick Start on homepage. Alternatively, follow the steps below for Domestic Express tariffs: The General Rate Sheet given in Domestic Express (under Express) section of Services & Solutions on homepage. The Heavy Express Rate Sheet in Domestic Express (under Express) section of Services & Solutions on homepage. Please note that the rates given are not final and are subject to changes. PostEx will share the final rates at the time of pick-up. 3. Which PostEx Express Centers are close to my location? You can find out your nearest PostEx Express Centre by simply selecting ‘Locations’’ under Quick Start menu on the homepage. For all other queries, live chat with us using our ‘Talk To Us’ tool or call us on 042-32020224 4. Can I send fragile good via courier? Fragile goods send by our courier should be packed properly with proper labelling as we do not take any responsibility, claim or insurance of such fragile goods but we will ensure safe delivery. 5. Is it possible to deliver on particular time? Definitely! We deliver on the time specified by you. You can choose any time between 10:00 am to 8:00 pm for delivery. Extra charges will apply for time specified deliveries. 6. What are your service charges? For your convenience, all charges are posted on the company website along with a weight calculator. There are no hidden costs hence you will be charged exactly the price that is quoted under each product / service. Extra charges will be applicable for special services such as delivery requests on Sunday, Public Holidays, Same Day and/or Time stipulated delivery service. Our corporate clients are requested to contact their respective sales representative for charges and other related details.

Claim & Refund

1. What are the range of services and solutions provided by PostEx? To view our range of services, click the Services and Solutions tab on top of the PostEx homepage. 2. How do I find out the domestic rates? For domestic rates, use the Rate Calculator under Quick Start on homepage. Alternatively, follow the steps below for Domestic Express tariffs: The General Rate Sheet given in Domestic Express (under Express) section of Services & Solutions on homepage. The Heavy Express Rate Sheet in Domestic Express (under Express) section of Services & Solutions on homepage. Please note that the rates given are not final and are subject to changes. PostEx will share the final rates at the time of pick-up. 3. Which PostEx Express Centers are close to my location? You can find out your nearest PostEx Express Centre by simply selecting ‘Locations’’ under Quick Start menu on the homepage. For all other queries, live chat with us using our ‘Talk To Us’ tool or call us on 042-32020224 4. Can I send fragile good via courier? Fragile goods send by our courier should be packed properly with proper labelling as we do not take any responsibility, claim or insurance of such fragile goods but we will ensure safe delivery. 5. Is it possible to deliver on particular time? Definitely! We deliver on the time specified by you. You can choose any time between 10:00 am to 8:00 pm for delivery. Extra charges will apply for time specified deliveries. 6. What are your service charges? For your convenience, all charges are posted on the company website along with a weight calculator. There are no hidden costs hence you will be charged exactly the price that is quoted under each product / service. Extra charges will be applicable for special services such as delivery requests on Sunday, Public Holidays, Same Day and/or Time stipulated delivery service. Our corporate clients are requested to contact their respective sales representative for charges and other related details.

Questions & Queries

1. My receiver says he never received the package, can you help? Yes! We have a written record of every delivery which proves who received, when and where every consignment was delivered. 2. What can I do if there is a change of plan after you have collected? This is not a problem. Just let us know what changes have occurred and we can contact the concerned station to re-route your consignment. 3. What happens if I give you the wrong address? If we are given a wrong address we will contact the concerned station for re-direction or recollection of shipment according to request. 4. Can I book a collection from outside city? Yes! We have offices throughout the country and we can collect your package from anywhere with an extra charge for this service.

Support

1. How can I get in touch for any queries or customer support? You can email us [email protected] , live chat with us through the ‘Talk To Us’ tool or call us at 042-32020224 2. How can I get in touch with you through social media? YOU CAN SEND YOUR QUERIES THROUGH THE FOLLOWING CHANNELS: FACEBOOK TWITTER LINKEDIN

PostEx Covid19 FAQs

1. How will PostEx respond to constantly changing circumstances? PostEx will continue to operate strictly within the instructions issued by the government and law enforcement agencies. We will also continue to take all necessary precautions and measures suggested by the World Health Organization (WHO) to contain the novel Coronavirus (to flatten the curve). 2. Are you still making deliveries? Which cities have restrictions? PostEx is working hard to keep supply lines open for essential items. 3. Are PostEx express centers still open and operating? As per the announcement of PM Imran Khan, all restrictions on movement of goods transport are to be lifted. PostEx is closely monitoring the situation and is in direct contact with relevant Government departments to fully restore it’s essential services as soon as possible. 4. Will my shipment be delayed? We are trying our best to deliver shipments on time but due to the unprecedented coronavirus situation, customers may face service delays. We appreciate your cooperation apologize for any inconvenience. For more information, call us on 042-32020224 our 24/7 helpline number to get the status of your shipment. 5. Is it safe to receive a package from a novel coronavirus affected area? The World Health Organization (WHO), U.S. Centers for Disease Control, and Prevention (CDC) have stated that the likelihood of novel Coronavirus contaminating cardboard or other shipping containers is low. 6. How is PostEx keeping employees safe from the novel coronavirus? To keep our employees safe, PostEx has taken the following steps nationwide: Implemented work from home for all non-essential staff members. Equipped all PostEx offices and Express Centers across Pakistan with sanitizers. Provided surgical gloves and masks to all PostEx couriers, Express Centers, and operational staff. All PostEx Express Centers and offices are cleaned and sanitized daily. Guidelines issued by HR to create awareness about the coronavirus and ensure employees stay safe.