Domestic and International Express Logistics Services
>>New Franchisee Appointed:- DESIRE ENTERPRISES (#HWR0253593), HARIDWAR - UTTARAKHAND
>>New Franchisee Appointed:- DESIRE ENTERPRISES (#HWR0253593), HARIDWAR - UTTARAKHAND
  • +91 022 6842 0900


Service Guide

Rate Calculator

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Weight Calculation

Chargeable weight is the weight used to calculate the rate 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 weighing scale.For Volumetric Weight use measuring tape to determine the weight. If the shipment is not dense but bigger in size than take Length x Breath 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 fraction of weight to next Kg if it is above 100 gms (e.g. 1.101 kg will be considered at 2 Kg / 2.101 kg will be considered as 3 Kg)

If the shipment is not dense but bigger in size than take Length x Breath x Height in centimeters and divide it by 5000 to get the weight.


  1. The customers to refer SM Claim settlement policy to claim the compensation against any damage, losses and service failures or cases acceptable as per insurance companies, carriers like Airlines, Railways and Transport industry.
  2. All claims must be submitted within 15 days from the date of booking of the consignment on the official consignment note of the company (SM Express logistics Pvt Ltd).
  3. Claim settlement is subject to carrier’s notification mentioned on the reverse of the shipper copy of the SM Express logistics Pvt Ltd.
  4. Claim settlement is subject to terms and condition mentioned in the quotation of SM Express Logistics Pvt Ltd submitted at the time of signing of contract with customers.
  5. Claims will be accepted in the format of official claim form with supporting evidences, approvals with signature of the concern department head, branch head etc. Incomplete form will not be accepted.
  6. The claim form will be verified, and checked by the corporate claim department.
  7. The invoice value declared at the time of booking of the consignment will be will be considered for the settlement of the claim. No alteration and changes will be allowed after booking of the shipment.
  8. In case the customer has taken per kg insurance policy, the claim amount will be restricted to Rs. 2,000 per kg.
  9. If the shipment is insured by client, the Company will provide necessary evidences required by the clients and insurance agencies like Certificate of Facts (COF) against any damage of losses.
  10. The management will take final call to accept / reject the claim, in part or full.
  11. No claims can be raised towards service failures or damage or losses due to natural calamities, claims arising due to packing deficiency (Damage /Pilferage) of all items including fragile items, perishable items and items specified in clause 2. Natural calamities include rain, flood, riots, accidents, bandh / strikes, flight delays, road blocks etc.
  12. Company will not accept the claim and consequential effect because of delay in services.
  13. No claim regarding mode change will be entertained.
  14. The claim arising due to packing deficiency (Damage /Pilferage) of all items including fragile items, perishable items and items specified in clause 2 will not be acceptable.This document will be treated as legal document in case of any claims and dispute that may arises in future.

Risk Policy

  1. The conditions of carriage printed overleaf on our consignment note/ airway bill are also binding on the customer.
  2. The Service Provider's maximum liability per uninsured consignment as set-forth in the airway bill / consignment note under any circumstances shall be the invoice value or Rs. 1,000/- (Rupees One Thousand only) whichever is lower.
  3. In the case of the non-Document consignment not insured directly by the Customer, the Service Provider shall charge risk surcharge at 2% of the invoice value for Non Furnishing Industry and Rs. 2/- per Kg for Furnishing Industry customers with a maximum liability up to 1 lac only.
  4. The Company will compensate the Customer to the extent of such amount as decided in case of damages/loss of consignment during transit. Claims will be settled at the earliest provided all supporting are required by the insurance company are furnished by the Customer within the stipulated time. The Company will accept no claim for loss after 30 days from the date of booking of the consignment.
  5. In case of loss or damage and if insured, claim will be settled as per the terms and conditions, however freight charges for that particular shipment will not be refunded.
  6. The Company will do its best to deliver the consignments within the specified time limit; however, the Company will not responsible for any loss incurred due to delay in delivery due any accidents, riot, common strike, delays by the airline/railways, any act of God such as any natural calamity, or any other cause whatsoever beyond the control of the Company. The Company in such events will entertain no claim for loss or/and damage

Fuel Surcharge

25% Domestic

A fuel surcharge is a flat rate that allows the cost of fuel to be incorporated into shipping rates in a fair manner and allows shippers to have a fixed fuel cost they can count. A fuel surcharge accounts for fluctuating fuel prices and the average cost of transporting goods.

Restricted Items

Packing Guideline

To ensure that packages are delivered safely and securely the following packaging guidelines to be followed.

  1. Use 5-7 mm ply carton box
  2. Wrap all items separately
  3. Use adequate cushioning material
  4. Use strong tape to seal the box from all sides
  5. Use shrink wrap to cover the entire box
  6. Do not use strapping
  7. Use a single address that has complete Sender and Receiver information

Indemnity Letter


Pan Card & GST Certificate

KYC establishes trust in a business relationship and give organization an insight into the nature of customer activities. They are a crucial part of the onboarding process while availing services from SM Express and can significantly improve the servicing and monetary management in business relationship.

GST – Transporter IDs

# 27AAJCS7347C1Z7

Topay City List


How should I track my consignment?

You can track your consignment here

How to book a consignment?

Kindly locate and visit the nearest franchisee here. Remember to take a shipper copy after booking the consignment.

What are your delivery timings?

Our delivery timings are 10am to 7pm.

Where should I register a complaint?

You can register your complaint here.