How do I need send a package with Paxel?

Start your first move by opening the Paxel app and tap on Create Shipment button then follow the steps below:

  1. On the page New Shipment, make sure you put both pickup and destination address correctly. You can type address or point your on map button to your desired location point. Then click Continue.
  2. In the next process, please estimate and choose your package size. If there isn't any size option that match with your package size, you can choose Custom. Then, input your package size manually and we're going to calculate the price for you. After that, you will know the delivery price and click Continue.
  3. Next, is Detail Information page. Please input all of the sender, receiver, and your package information.
  4. If you are sending Fragile Items, please click the Fragile Items to notify us that you are sending Fragile Items.
  5. If you ever need an Extra Packaging such as bubble wrap, package box, or wraping paper, etc. Our Hero will pack your package once they arrive at your pickup location. (currently Rp. 0)
  6. After you fill all the information about the sender, receiver, and your package, then tap Continue button.
  7. On the Summary page, You can set pickup time which is suitable for your schedule. You can add insurance if the item that you're sending is worth more than Rp. 10.000.000.
  8. Make sure all of the information displayed on the Summary Page is correct, and then click Create Shipment. Now you can wait our Hero to pick your package

There is Save button, at the top right if every page that you go through while creating shipment, that you can use to save this shipment to Draft.

What is the maximum size of items I can ship?

What is the maximum weight of items I can ship?

Can I ask the courier to wrapped my package before shipping?

Our courier is ready to help wrapping your package, if you purchase any items from our Extra packaging list.

Is there any prohibited goods that Paxel is unable to ship?

Yes, there are certain goods that are prohibited from being shipped with Paxel, according to Indonesia law. Below is the list of these goods:

  • Narcotics, liquor and drugs
  • Guns, sport weapons/hunting guns
  • Pornographic materials
  • Firearms, explosives, ammunition
  • Politically sensitive material

Including foods that easily damaged and perishable

What area did Paxel cover?

Paxel currently cover Jabodetabek, Bandung, other big cities in Java and Denpasar. We’ll expand our coverage area soon. Stay tuned!

Is there any insurance for my package?

All shipment with Paxel is covered up to Rp 10.000.000. If you package cost more than that, we suggest you to add more insurance. You can access this feature at the Summary page before you Confirm Shipment.

How can I track my package?

To track your package, you need to open Paxel app. At the homepage there are From Me (outgoing shipment) and To Me (incoming shipment) tab, find your shipment and tap Track.

How long will it take for my package to be delivered?

We can deliver your parcel within a maximum of 8 hours for orders created before 4pm for intra Jakarta and 12pm for Jabodetabek, otherwise we will deliver it on the next day.

How do I change my pickup time?

If your shipment is created and you want to change your pickup time, you can do this only before our courier is on the way to pickup your package. To change your pickup time:

  1. Open the Paxel app and choose the shipment. Tap the Track in the shipment card to go to the shipment detail page.
  2. At the shipment detail page, you need to tap the More icon at the top right
  3. Tap Reschedule Pickup Time
  4. At Reschedule Pickup Time page, choose your new pickup time and then tap Confirm.

How do I change my shipment destination?

What happens if I want to change the delivery time preference?

You will be unable to change your preferred delivery time after the create shipment process is completed. Our courier will deliver the package based on the preferred delivery time that has been set when the shipment created.

Do I get a full refund if I cancel?

How do I cancel my shipment?

You can cancel a shipment any time before our courier on the way to pickup the package. To cancel a shipment

  1. Open the Paxel app and choose the shipment. Tap the Track in the shipment card to go to the shipment detail page.
  2. At the shipment detail page, you need to tap the More icon at the top right
  3. Tap Cancel Shipment
  4. There will be Cancel Shipment pop up, tap the Confirm Cancellation
  5. At the Cancellation Reason page, we need your help to tell us why you want to cancel this shipment.
  6. Scroll to the bottom and tap Cancel Shipment to start the cancellation process

This shipment will move to your shipment history.

How much does it cost to ship a package?

Our price is flat, you can check the shipping fee at Homepage. Find the pickup and destination address, then choose the parcel size.
Check Price Estimate

Do I have to pay for the pick-up service?

You don't have to pay anything. The pick up is on us!

Is there a minimum of parcels requested for pick up service?

There is no minimum of parcels requested. You can ask for pick up service just for one item.

What methods of payment does Paxel accept?

List of payment method that is available now:

  • Cash on pickup
  • Paxel credit.

How do I use Paxel Credit to pay?

If you have enough Paxel credit when you create shipment with Paxel, our system will suggest you to user Paxel crediy by default. At the bottom of the Summary page, there will be your transaction summary. You can simply cancel to use Paxel credit by tap on the Cancel icon at the right of your Paxel credit. Or use it back by tap Use my Paxel Credit.

If you dont have any Paxel credit then you can’t use it.

My Paxel Credit is not working

Can I use Paxel Credit for a shipment I've already made?

If you have created your shipment, you can’t change the payment method to use your Paxel credit.

Courier did not pick up the package on scheduled time

I want to complain about the service

Why is my package delayed?

Although the majority of parcels are collected on the time you are requested, sometimes there is a small delay. Common reasons couriers are delayed include:

  1. Misspelled, incomplete or outdated address – when our courier tries to deliver the package to an address which is difficult to find.
  2. Weather conditions & Traffic - sometimes, unforeseen situations that are beyond the carrier’s control can affect the time of delivery.

If a pickup does not happen on the day it has been requested, please leave us a message.

I did not receive my parcel

I received my package, but it is damaged

Why my shipment can be undelivered?

Shipment can be undelivered due to

  • An incomplete or wrong address
  • The recipient’s phone number is incorrect or can’t be contacted
  • Wrong location tagging, example the actual address is Jl. Danau Ranau – Depok but it was selected Jl. Danau Ranau – Jakarta Pusat
  • Empty house or office is closed

What should I do to avoid undelivered shipment?

  • Write down the correct and complete address
  • Ensure that the address and postal code are appropriate
  • Write down the recipient phone number correctly that can be contacted
  • Can add alternative recipient name and phone number on the same address at “Add Delivery Instruction” section.
  • Inform the recipient that package is being sent by Paxel and invite to download Paxel app to know the shipment tracking status.

What will happen to my package if the shipment is undelivered??

  • Package will be brought and kept in Paxel.
  • Shipment is scheduled for redelivery within 1x24 hours after first delivery attempt.
  • If there is a request for redelivery more than 1x24 hours (example due to recipient is out of town), then the package will be returned to the sender to avoid loss and damage.