Frequently Asked Questions

Q. Which type of services does SpiceXpress provide?

Ans. We primarily provide two types of services: Airport to Airport (A2A) and Door to Door (D2D). In Airport to Airport service we deal in both domestic as well as international delivery whereas in Door to Door services we provide many domestic services only.

SpiceXpress also deals in specialized services viz. Freighter services, Charter services, cold chain services, spice Pharma Pro, high value cargo, and other goods like perishable, fragile, odd dimensions, and Dangerous goods. Click here to know more about the existing services.

Q. Is there any regulations/conditions associated with international cargo shipment through Spicexpress?

Ans. We provide airport to airport international transportation. There are conditions associated carriage of international cargo. To know more please visit here.

Q. Do Spicexpress provide freighter and charter services for goods transportation?

Ans. Yes, we provide both freighter and charter services for goods transportation. Spicexpress provides highly controlled, direct routing, reliable, and unique capacity considerations (volume, weight, hazmat, and dimensional) for transportation of goods through its freighter services. To know more please visit here.

Spicexpress charter services are designed to fill the gaps of traditional air shipping by offering quick transportation. To know more please visit here.

Q. What type of service is Spice Pharma Pro?

Ans. Spicexpress provide reliable and secure global transportation services for pharma goods using active and passive temperature control solutions. We use customized thermal blankets, dedicated cool dollies to ensure safe and efficient transportation, wireless sensors and data loggers for real time temperature monitoring and shipment tracking.

Q. How do you calculate volumetric weight?

Ans. LBH/6000 cm. Or, LBH/366 inches.

A customer can manage pharma goods transportation through dedicated system called Spicesense. To know more about this services, please visit here.

Q. Does shipment involve minimum chargeable weight?

Ans. Yes, shipment will involve minimum chargeable weight and it is 25kg per shipment. For more details, please contact our SpiceXpress expert via mobile or email ID.

Q. What are the minimum & maximum limits of weight, I can ship through SpiceXpress?

Ans. You can ship minimum of 1 Kg and maximum of 80 kg per item/box for lower-deck cargo.

For main-deck palletized cargo, we accept the PAG pallet size with the max gross weight of 6,033kg.

Q. What are the maximum box dimensions you can accept?

For lower deck cargo maximum dimensions which we accept are “48” X “52” X “34” inches.

For the main deck, the pallet (PAG) base size of “2,235” x “3,175” mm.

Q. What type of products can I ship through SpiceXpress? Are there any restricted products?

We ship various type of products like cold chain, perishable, high-value cargo, pharma products, etc. Click here to download the complete commodity list.

Yes, there are restrictions associated with the products which you can ship through SpiceXpress. List of banned/restricted products are as follows:

Banned Commodities:

• Philately items
• Pornography
• Illegal drugs
• Firearms, parts thereof and ammunition
• Commodities banned by law at any given time without prior notice
• All IATA Restricted items

Restricted Commodities:

• Electronic, Electrical Products and Spare Parts with a battery source.
• For lower cargo, a single package which weighs more than 80kg and for SpiceXpress freighter network: 3,334kg on a main deck pallet position.
• Maximum accepted dimensions are “48" x “52" x “34" and dimensions of the main cargo door are “82” x “132”. So, oversized packages are restricted and for freighter network please check with our SpiceXpress expert through email ID/ Helpline number.
• Commodities banned by law at any given time and without prior notice.
• Any shipment which would be likely to cause damage (or delay) to equipment, personnel or other shipments.
• Any shipment which may require the carrier to obtain a license for its transportation.
• Any item whose carriage is prohibited by any law, statute or regulations of the country of origin or destination, or of any country through which the shipment may transit.

We recommend you to contact our SpiceXpress expert via email ID/ Helpline number before you plan your cargo.

Q. Can a non-registered customer do a booking?

Ans. A non-registered Customer can create bookings in any of the 3 ways below:

• Do walk-in orders at the Warehouse or Cargo Terminal directly without logging into the website/app.
• He can submit booking enquiry through booking enquiry form. Or
• Customer can also contact customer support through email ID/ Helpline number.

Q. How can I create bookings?

Ans. Registered Users can create bookings through any of the approaches mentioned below:

• You need to login using customer login credentials on Web/App. Once done navigate to the Booking tab, enter all the shipment details and click on submit button. Your booking will be created.
• You can create bookings on your own through Spicetag website.
• You can get it created by contacting SpiceXpress WH staff.

Q. How do I decide my product belongs to which category?

Ans. To decide on your product category, please access the commodity PDF which contains the list of commodity along with their categorization and special handling.

Q. How to add the desired route for the booking?

Ans. To add desired route for the booking, on booking page after defining all inputs for other fields under “Add Route” section define desired Origin(will be your login station), Destination, date for which you want to add route and accordingly select the available flight code under Flight Code field and click On submit button. Your desired route will be added for your booking.

Q. How can I add a shipper name other than the login customer code?

Ans. If you login with central code then while making booking you can select your existing location code under Shipper field or can click on Add Shipper button to add new shipper code.

If you login with a location code then you can’t change shipper other than the login customer code.

Q. Which flight code I need to select for a declared route?

Ans. For the declared route, you can select any desired flight under Flight Code selection field.

Q. How can I make changes to the booking?

Ans. You can’t make changes after shipment is physically accepted in the waybill. Before that you can make changes through SpiceXpress booking tab and also through Spicetag by listing desired AWB number.

In case you want to make changes to your booking after it is accepted, we recommend you to please contact our customer support through email ID/ Helpline number.

Q. Where can I view my invoice and transaction history?

Ans. Only a customer who login with central ID can access account tab on SpiceXpress web while account and payment tab on SpiceXpress app. By clicking on account tab on the dashboard, customer can view his invoice and transaction history.

Q. How much old invoice and transaction history can I access?

Ans. A central login customer can access maximum 90 days invoice record and maximum 1 month transaction record through account tab.

Q. How can I top up my account?

Ans. On Spicexpress web, after login with your central ID, click on account tab. Now, under Amount field, enter the amount with which you want to recharge your account and click on Recharge/Top-up Your Account button. While on SpiceXpress app, click on Payment tab present on the dashboard. Under Add Amount field, enter amount with which you want to recharge your account and click on Recharge Your Account button.

Q. What is the available payment mode to top up the account?

Ans. A customer can top-up his account through any of the available payment mode which are credit/debit card, UPI, and Net-banking.

Q. How can I view and manage my current available balance?

Ans. On SpiceXpress web, a central login customer can view his current available balance, under Account tab’s Current Balance field and can also top-up it if required by entering amount in Amount field and clicking on Recharge/ Top-up Your Account button.

While on SpiceXpress app, a central login customer can view his current available balance from field Available Balance present under both Payment tab and Account tab and can top-up it if required through Payment tab by entering amount in Add amount field and clicking on Recharge Your Account button.

Q. How can I view or download an invoice?

Ans. For both Spicexpress web and app, a central login customer can access his invoice history through Account tab. You need to select invoice filter to view maximum 90 days record. Every invoice record will have a checkbox field, just select the invoice or invoices you want to view or download and then click on view or download pdf option.

A central login customer can only view one invoice at a time but can download multiple invoices at once by selecting through checkbox.

Q. How can I view or download the transaction history?

Ans. For both Spicexpress web and app, a central login customer can access his transaction history through Account tab. You need to select transaction filter to view max 1 month record. You can view a transaction list according to selected filters with columns AWB no., execution date, debit amount, AWB status, and transaction date. There will be a download button to download the selected transaction.

Q. What is the maximum number of records I can view in one go?

Ans. You can track as many AWBs in one go from Spicetag track your shipment tab but all these must be comma separated.

Q. Can I track shipment status-wise?

Ans. Yes, you can track your shipment status-wise. Visit Spicexpress Home page, under Spicetag-Track your shipment tab, enter your AWB number(s) which you want to track and click on ‘Search’ button. This will open the shipment status page, click on "More details", to know more tracking status updates. You can track different shipment status like New Order created, pickup airport reached, In Flight, Offload, Destination airport reached, delivered, etc.

Q. How can I track my shipment?

Ans. You can track your shipment anytime by going to the “SpiceTag Track your Shipment” search bar window present on the homepage of SpiceXpress site without login. Now, enter the Tracking ID (e.g. 775-12345678 or 12345678) generated while booking your order in the search bar. You can also track multiple IDs at the same time separated by commas (12345678, 12345678) and click on the search button to track the shipment.

Or You can login to your account and go to track and trace option under my profile menu and enter Tracking ID to track your shipment.

Q. What is a tracking number/ID?

Ans. Tracking number/ID is a unique number generated for each shipment/booking. It is used to uniquely identify each shipment to avoid any mismatch between different shipments. Once you book any shipment a tracking ID is generated which can be used to track your shipment details. It is prefix followed by 8-digit number of the format 775-XXXXXXXX where XXXXXXXX is the unique number generated for that particular shipment.

Q. Where can I find my tracking number/ID?

Ans. After the shipment is confirmed, the tracking ID is generated and sent to you via mail to your registered Email address at the time of booking. You can check the AWB/ booking/ tracking ID in your mail and use it to track your shipment.

Or Once you login to your SpiceXpress or Spicetag account, you can also check it from your dashboard.

Q. Where can I track shipments?

Ans. You can track your shipments from the homepage of the SpiceXpress site through “SpiceTag-Track your Shipment” tab without login and after login you can track it from My Profile> track and trace tab or through spicetag window by entering your booking AWB number.

Q. When will my tracking information appear?

Ans. You can start tracking your booking once you have an AWB number and it is accepted by SpiceXpress.

Q. How can I track delivery time of the shipment?

Ans. You can track your shipment delivery time by visiting Spicexpress Home page, under Spicetag-Track your shipment tab, enter your AWB number(s) which you want to track and click on ‘Search’ button. This will open the shipment status page, click on "More details", to know more your shipment delivery date.

Q. How can I escalate if the shipment does not reach on expected time?

Ans. If there is any issue regarding your shipment you can reach out to our customer helpdesk team via email ID/ Helpline number Our SpiceXpress experts will help you with your issues. You can also submit an enquiry form for any of your problems here and our team will reach out to you.

Q. How can I access the Proof of Delivery?

Ans. You can download it either from SpiceXpress or Spicetag. If your shipment status is delivered then you can download the proof of delivery, by entering valid AWB number in tracking section and then clicking Proof of delivery/ POD button.

Q. How can I renew/reset my account?

Ans. If there is any issue related to your account renewal please reach out to our customer helpdesk team via email ID/ Helpline number Our SpiceXpress experts will help you with the issue.

Or You can also submit an enquiry form mentioning your issue here and our team will reach out to you.

Or You can also contact us using the "Floating Button" window provided on the right side of website homepage.

If there is any issue related to your account password reset then click on Forgot Password option in login window. A reset mail will be triggered to your registered email ID. If you face any issue while password reset process contact our customer helpdesk team via email ID/ Helpline number.

Q. Do you have a convenient packaging service, with a built-in price for shipping that I can use?

Ans. No, at this moment we are not offering packaging or repackaging services. For more details we recommend you to contact our SpiceXpress customer helpdesk team via email ID/ Helpline number.

Q. What are the privileges provided to registered users?

Ans. Following privileges are provided to registered users:

• Tracking: Can track his shipments under My Profile
• Booking: can easily create bookings under Booking tab
• Payments and Account: can manage his account balance, can view and download his invoices and transactions.
• Can download AWB PDF
• Can also download proof of delivery once shipment is delivered
• Get updates on Spicexpress services.

Q. How can I reach out to SpiceXpress customer care?

Ans. Under "Support" menu, click on the "Contact Us", an enquiry page will open fill in the preferred form and submit it after which our team will contact you.

Or You can directly contact our customer helpdesk team via email ID/ Helpline number

Or You can also contact us using the "Floating Button" window provided on the right side of website homepage.

Q. How to get login credentials for SpiceXpress?

Ans. You can get your login credentials by contacting our SpiceXpress customer helpdesk team via email ID/ Helpline number or can connect through website "Contact Us" menu and filling enquiry form.

Or You can also contact us using the "Floating Button" window provided on the right side of website homepage.

Q. How is volumetric weight calculated?

Ans. The volumetric weight is calculated in two ways:

• L * B * H/ 6000 cm.
• L * B * H/ 366 inches.

Q. Where will I get my customer/agent code?

Ans. You will get the customer code via Email from our team once you register with us. For registering with us contact our customer team here.

Q. How can I report an issue/bug?

Ans. You can report issue/bug by contacting our SpiceXpress customer helpdesk team via email ID/ Helpline number or can connect through website "Contact Us" menu and filling enquiry form.

Or You can also contact us using the "Floating Button" window provided on the right side of website homepage.

Q. How can I locate the nearest SpiceXpress cargo office?

Ans. You can locate the nearest Spicexpress Cargo office by the Location Finder search box present on Spicexpress home page.

Or You can click on Locate Cargo Offices for finding cargo offices which are near to you.

Q. Do I have to register with SpiceXpress and have a customer profile or can I just start using the service straight away?

Ans. You have to register with us to enjoy all our services from booking to tracking, etc. If not a registered customer, you can still enjoy our WALKIN service (You have to go to our warehouse and connect with one of our team members there to help you place the order).

Q. Who do I get in contact with if I’m having trouble using SpiceXpress services?

Ans. You can connect to our SpiceXpress customer helpdesk team via email ID/ Helpline number or can connect through website "Contact Us" menu and filling enquiry form.

Or You can also contact us using the "Floating Button" window provided on the right side of website homepage.