HELP

WHAT IS SMAILEX?

SMAILEX is a great new site that aims to simplify package shipping. The goal is to help you book shipments faster and more efficiently.

HOW DOES IT WORK?

Simply describe your package and destination address. Choose the service that suits you. Add details and pay for the service. Then print label and attach to the package. Easy.

WHAT IS REPACK TOOL?

Couriers use two types of weights for packages. The first is the ‘actual’ weight and the second is the ‘volumetric’ weight. The courier chooses the type that is heaviest. Our smart tool advices you to repack your package to obtain actual weight billing.

WHAT IS PRICE BADGE?

Price Badge is a tool that shows all components of the price. You could easily exclude additional payable services.

WHO COLLECTS MY PACKAGE?

Smailex is not a courier, so your chosen courier will collect your package. Smailex is a comparison and booking site and acts as broker/reseller for our courier partners.

WHICH COURIERS DO YOU PARTNER WITH?

We are proud to be partnering with the world's leading couriers, Fedex and UPS. We are currently in discussion with additional courier companies to provide an even better comprehensive comparison experience.

WHAT COUNTRIES DOES SMAILEX SUPPORT?

We support domestic shipments for the United States only.

BOOKING

DO I NEED AN ACCOUNT TO MAKE SHIPMENT?

Definitely not. You can book your shipment without registering an account. We would create one after the first shipment with your email. Registration letter would be send to you.

CAN I CHANGE MY DESTINATION ADDRESS AFTER I HAVE SUBMITTED IT?

Unfortunately, no. Please ensure you have the correct details when placing your order.

CAN I CANCEL OR EDIT MY SHIPMENT DETAILS ONCE I HAVE CONFIRMED BOOKING?

Most couriers allow you to change the pickup time or cancel a shipment before your scheduled pick-up time. Simply follow these instructions:

  • Sign in to your personal cabinet at Smailex.com
  • Select the ‘Cancel shipment’ button on the status page
  • You now have the option to either cancel or change the scheduled pickup time
  • If you choose to cancel the booking, we will then refund your payment for the full amount

I CLOSED MY BROWSER BEFORE I COULD PRINT OUT MY DOCUMENTS OR LOST ALL MY ORDER DETAILS. WHAT DO I DO?

No problem! We’ve emailed them to you. All shipment details are also saved in your personal cabinet at Smailex.com. Or contact our support team with your tracking number.

HOW DO I PRINT MY LABELS?

Smailex enables quick printing for labels that requires nothing more than a computer and printer.

WHY DO I NEED A PRINTER?

You will need a printer to print the forms that we generate for you and are obtained through the confirmation page. These forms should be printed and attached to your package and are also emailed to you for your records.

WHAT ARE RESTRICTED ITEMS?

Our courier partners restrict certain types of items that may be dangerous and/or deemed high risk if broken or stolen. Therefore, please check the restricted items list and ensure your package does NOT contain the following items:

INSURANCE

WHAT IS BASIC INSURANCE?

All carriers provide basic coverage up to $100 for free.

HOW DOES ADDITIONAL INSURANCE WORK ON SMAILEX?

If your package costs more than $100 just enter the actual value of your shipment. The additional insurance costs will be added to the total costs of the shipment and paid for on checkout.

BILLING

WHAT PAYMENT OPTIONS DO YOU HAVE AVAILABLE?

Smailex allows payment with Paypal accounts.

WHAT IS YOUR REFUND POLICY?

 

Subject to Smailex’s legal obligations, we do not offer refunds unless the order is cancelled via our online system before collection of the shipment.

PICKUP/DELIVERY

WHAT HAPPENS IF THE PERSON RECEIVING THE DELIVERY IS NOT IN WHEN THE COURIER ARRIVES?

Please ensure that you notify the receiver to be at their address for the scheduled delivery time. If they are not, the courier company will typically retry three times at the specified address. Following the third attempt, the courier will either leave a note for the consignee to collect the package at the local depot, or return the shipment to you, which will result in an extra charge.

CAN I CHANGE MY PICKUP TIME ONCE I HAVE MADE A BOOKING?

Yes! You are able to change the pickup time and cancel a shipment before your schedule pickup. Simply follow these instructions:

  • Sign in to your personal cabinet at Smailex.com
  • Select the ‘Cancel shipment’ button on the status page
  • You now have the option to either cancel or change the scheduled pickup time
  • If you choose to cancel the booking, we will then refund your payment for the full amount
 

IT HAS PASSED MY SPECIFIED PICKUP TIME AND THE COURIER HAS NOT ARRIVED WHAT SHOULD I DO?

In most cases, the couriers arrive within the specified pickup time, however there may be slight delays due to unforeseen circumstances. Please contact the courier partner directly in these instances with your tracking number.

TRACKING

WHAT IS A TRACKING NUMBER?

When you book with Smailex, we provide you with a unique tracking number. The tracking number allows you to view the status of your delivery directly from your chosen courier.

HOW DO I TRACK MY SHIPMENT?

Simply sign in to Smailex. Your tracking number is listed on the Order Confirmation page and the Confirmation email that was sent to you. You will be able to see all the information relating to your order, including estimated delivery and status of your package. This information is provided directly from your chosen courier and is always up-to-date.

PACKING

I AM UNSURE OF THE WEIGHT AND DIMENSIONS OF MY PACKAGE. ARE THESE REQUIRED?

Yes they are. Please ensure you know the correct weight and dimension of your package. If you provide false information and your package weight and dimensions are larger than specified, an administration fee of $10 and any additional postage costs will be charged.

HOW SHOULD I PACKAGE MY ITEM?

Our courier partners only accept packages that have been safely and correctly packaged. This means using a box, tubing jiffy bag or envelope depending on the weight and size of the package. For some helpful tips, read our blog.

WHY DOES MY PACKAGE COST THE SAME AS A HEAVIER PACKAGE?

Courier services calculate the cost of each package based on either the volumetric weight or the actual weight, whichever is HIGHEST. Volumetric weight is based on the dimensions of the package so the total displacement of space is added into the calculations. For example if the item you are sending has an actual weight of 1kg, but you put it in a larger box for a little bit more padding then the volumetric weight of the package is going to be higher than on the scales.

DAMAGED ITEMS

WHAT INSURANCE COVERAGE DOES MY PACKAGE HAVE?

Every package comes with a standard $100 cover provided by your chosen courier. We are not able to offer additional cover at this time.

IF MY PACKAGE IS DAMAGED, SHOULD I SIGN FOR IT UPON DELIVERY?

Yes, but ensure you note ‘DAMAGED’ on the courier's paperwork.

ARE THERE ANY EXCLUSIONS TO THIS COVER?

If your item is listed as a restricted item, then your item is not covered and we cannot assist with your claim.

HOW DO I MAKE A CLAIM IF MY PACKAGE IS RECEIVED DAMAGED?

Please email our Support team at support@smailex.com with the following information:

  • Subject line of email: Damaged item claim
  • Photograph of the item and packaging
  • Description of the item and packaging together with a description of the nature of the damage
  • An invoice showing the value of the shipment
  • Your tracking number
  • Your full name and address

WHO CAN MAKE A CLAIM?

Only the person who made the order can make a claim and any monies will be paid out to this person only.

HOW MUCH TIME DO I HAVE TO MAKE A CLAIM AFTER I RECEIVE THE PACKAGE?

You have until 28 days after the receipt of your package to make a claim. Unfortunately, any claims after this time cannot be actioned.

HOW LONG WILL MY CLAIM TAKE?

We endeavour to complete all claims within 28 days, although in some cases it can take up to 12 weeks.