Shipping & Delivery Policy

Courier Saathi, operated by City Express, is a technology platform for booking courier shipments. We do not sell physical goods. This policy explains how our service is delivered to you and how the shipments you book are picked up, moved and delivered by our courier partners.

1. Account and Wallet

• Your account is created when you register. Wallet recharge and courier services are enabled after your KYC verification is approved.
• When a wallet recharge payment is confirmed by the payment gateway, the amount is credited to your wallet, normally instantly. The minimum and maximum recharge limits are shown on the recharge screen.

2. Booking a Shipment

• You enter the pickup address, consignee details, package weight and dimensions, and choose a courier from the live rates shown.
• The shipping charge is deducted from your wallet and the shipment (AWB number) and shipping label are generated immediately after a successful booking.
• Shipments can only be booked to pincodes that the chosen courier serves. If a pincode is not serviceable for a courier, that courier is not offered.

3. Pickup

Pickup is scheduled with the courier partner from the pickup address you selected. The courier attempts the pickup on the scheduled pickup day; the exact time depends on the courier partner and the area. Please keep the packed shipment, with the label affixed, ready at pickup time. If a pickup cannot be completed (for example the address is wrong or the shipment is not ready), the courier may re-attempt as per its own policy.

4. Transit and Delivery

• The estimated transit time for each courier is shown when you book. These are estimates and are not guaranteed; delays can occur because of weather, strikes, festivals, regulatory checks or other events beyond our control.
• Delivery is made to the consignee address you provided. Please make sure the address, pincode and phone number are correct.
• If delivery fails, a Non-Delivery Report (NDR) is raised. You can request a re-attempt or approve a return from the Platform. If delivery cannot be completed, the shipment is returned to the origin (RTO), and return charges apply.

5. Tracking

You can track every shipment live from your dashboard. A public tracking page is also available for any AWB number at couriersaathi.com/track.html, so you can share the tracking link with your customer.

6. Cash on Delivery

For COD shipments the courier collects the amount from the consignee and it is remitted to your verified bank account under your chosen payout schedule.

7. International Shipments

Where offered, international shipments are quoted per request. The charge is confirmed with you before booking and delivery time depends on the carrier and the destination country's customs.

8. Cancellations and Refunds

Please see our Refund & Cancellation Policy.

9. Need Help?

For any shipping or delivery question, contact us: