Help & Support

Category :

Frequently Asked Question

There is 4 packages size that you can send with Paxel:

  1. Small package
    • Max weight 5kg
    • Max size 20x11x7 cm
    • Example package small items: glasses, watch, cosmetic, etc
  2. Medium package
    • Max weight 5kg
    • Max size 30x20x12 cm
    • Example package medium items: t-shirt, doll, camera, pants, shirt, frozen food, etc
  3. Large package
    • Max weight 5kg
    • Max size 35x30x20 cm
    • Example package large items: shoes, bag, jacket, etc
  4. Custom package
    • Max weight 5kg
    • Max size 50x50x50 cm
    • Example package custom items: helmet, big bag, etc

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

  1. Download Paxel app through google playstore/app store
  2. On the From Me or To Me page, click button Create Shipment
  3. Tagged your pick up address on the map, please ensure your map tagging already matches with the pick up address. You can put additional detail address information by clicking the icon 'additional information'
  4. Tagged your delivery address on the map, please ensure your map tagging already matches with the delivery address. You can put additional detail address information by clicking the icon 'additional information'
  5. Pick your package's size:
    • Small package max weight 5kg, max size 20x11x7 cm
    • Medium package max weight 5kg, max size 30x20x12 cm
    • Large package max weight 5kg, max size 35x30x20 cm
    • Custom package max weight 5kg, max size 50x50x50 cm
  6. Enter detail data of sender & recipient's name and phone number, you can also add email as well
  7. Pick your package's item type
  8. If you're sending fragile item, please thick on the fragile item box
  9. If you need additional items such as box, bubble wrap or if you want to giveaway donation, you can click on the Add-on button
  10. Select estimated pick-up time as your convenience. You can choose estimated pick-up time up to 5 days forward. Please ensure you put attention on the estimated arrival time as per estimated pick-up time that you have selected
  11. If you need additional insurace for your package, you can click button Add Additional Coverage and enter your package's value so we can calculate your additional insurance cost. Paxel already give free insurance up to IDR 10.000.000 covered
  12. Re-check all your shipment data before you click final button Create Shipment to ensure all the data, package type & schedules are correct

Packages types that you can sent via Paxel:

  1. Fashion & Apparel
  2. Books & Documents
  3. Sport & Entertainment
  4. Accessories
    • For valuable items such as precious metal is not included in this category. Please contact our Customer Empathy.
  5. Automobile & Motorcycle
  6. Frozen Food
    • Frozen food is frozen processed foods and frozen raw meat.
    • Make sure the food lasts for 14 hours at outdoor temperature, is well packaged and safe to maintain the quality of the goods at the time of delivery and does not interfere with other packages.
  7. Non-perishable Food & Snacks
    • Make sure the food lasts for 14 hours at outdoor temperature, is well packaged and safe to maintain the quality of the goods at the time of delivery and does not interfere with other packages.
  8. Health & Beauty
    • Make sure your package is not in the form of liquid according to the regulations of shipping by flight, when using a glass bottle it is mandatory to report it as a fragile package.
  9. Electronics & Gadgets
    • Make sure your package does not contain batteries according to shipping regulations via flights.
  10. Toys & Hobbies
    • Make sure your package does not contain batteries according to shipping regulations via flights.
  11. Household & Homewares
  12. Perishable/Cooked Food (incl. Fruit, Vegetables & Ready-to-Eat Food)
    • Please ensure the food is durable within 14 hours on outdoor temprature, proper and secure packing to ensure product's quality on shipment and didn't interfere with other packages.

 

Packages that you cannot sent via Paxel:

  1. Narcotics.
  2. Liquor and alcohol.
  3. Guns, hunting guns, firearms, explosives, ammunition.
  4. Pornographic materials.
  5. Politically sensitive materials.
  6. Live animals and plants.
  7. Fragile items such as plate/glass/mirror/photo frame and others similar items without proper and secure packing
  8. Liquid substances, honey, syrups, oils, perfumes and others similar items (prohibited for air transport mode).
  9. Package containing battery such as power banks, toys, motorcycle battery, car battery (prohibited for air transport mode).
  10. Flammable is a combustible material is something that can combust (burn) in air, such as aerosols, spray paint, hairspray, facial fresheners, body fragrances, gas lighter and matches.
  11. Flammable liquids such as oil, alcohol, acetone, varnish, paint.
  12. Solid objects that react to pressure and temperature changes.
  13. Chemicals.
  14. Pungent fruit.
  15. Valuable/original document, that cannot be duplicated, such as: Property Certificate, Degree Certificate, Vehicle Certificate and Money.

You can track your package through 2 ways:

  1. Paxel App
    • Check on From Me/To Me page, click on your active shipment
    • You can find your shipment tracking status
  2. Paxel Web

1. Intracity delivery

  • 6-8 hours* shipment if your package was pick-up before 12.00 noon
  • If your package was pick-up after 12.00 noon, the package will be delivered next day
  • Please ensure detail information of estimated arrival time when you create shipment through Paxel application

2. Intercity delivery

  • 10-12 hours* shipment if your package was pick-up before 12.00 noon
  • If your package was pick-up after 12.00 noon, the package will be delivered next day
  • Please ensure detail information of estimated arrive time when you create shipment through Paxel application


Notes:

* Regarding restrictions (PSBB) in some areas during the Covid-19 epidemic, your delivery has the potential to experience both pick-up and delivery delays.

Paxel already covered 8 Province, 32 City Regencies, 277 Districts and 1.799 Villages. 

  1. Province Bali
    1. Badung Regency
    2. Denpasar City
  2. Province Banten
    1. Tangerang City
    2. South Tangerang City
    3. Tangerang Regency
  3. Province Daerah Istimewa Yogyakarta
    1. Bantul Regency
    2. Sleman Regency
    3. Yogyakarta City
  4. Province DKI Jakarta
    1. West Jakarta City
    2. Central Jakarta City
    3. South Jakarta City
    4. East Jakarta City
    5. North Jakarta City
  5. Province West Java
    1. Bandung Regency
    2. Bandung Barat Regency
    3. Bandung City
    4. Bekasi Regency
    5. Bekasi City
    6. Kabupaten Bogor Regency
    7. Bogor City
    8. Cimahi City
    9. Depok City
    10. Sukabumi City (intra city delivery only)
  6. Province Central Java
    1. Karanganyar Regency
    2. Sukoharjo Regency
    3. Semarang City
    4. Surakarta (Solo) City
  7. Province East Java
    1. Malang Regency
    2. Malang City
    3. Sidoarjo Regency
    4. Surabaya City
  8. Province South Sulawesi
    1. Makassar City

You can change your pick-up time before our Hero (Paxel's courier) is on the way to pick-up your package. Below is the steps to change your pick-up schedule:

  1. Open Paxel application here
  2. On page From Me/To Me, click your active shipment
  3. On detail shipment page, click icon more (three dots) in top right corner and then choose Reschedule Pickup
  4. Choose new pick-up time as your convenience, and click Continue
  5. Our Hero will pick up your package as per the newest pick-up time

You can cancel your shipment before our Hero (Paxel's courier) on the way to pick-up the package. Below is the step to cancel your shipment:

  1. Open Paxel application here
  2. On the page From Me/To Me, click your active shipment
  3. On the page shipment detail, click icon more (three dots) in the top right corner and then choose Cancel Shipment
  4. Choose Confirm Cancel Shipment and insert your cancelation's reason
  5. Click Cancel Shipment for final confirmation

Notes:

  • Cancelled shipment will goes to your Shipment History
  • Packages that are being canceled by either the sender or recipient will not be picked up by our Hero, and the paxel balance will be returned automatically.

You can only change pick-up and delivery address on active shipment through cancel shipment and create new shipment.

You will not be able to change the requested delivery time after the shipping process has been completed. Our hero will send the package based on the specified delivery time.

Shipment can be undelivered due to:

  1. Incomplete or wrong address
  2. Wrong location tagging, example the actual address is Jl. Danau Ranau – Depok but it was selected Jl. Danau Ranau – Jakarta Pusat
  3. The recipient’s phone number is incorrect or can’t be contacted
  4. Empty house/office

To avoid undelivered package, please ensure several items below:

  1. Ensure you already fill in complete and correct delivery address
  2. You can add detail address information on the notes column available when you create the shipment
  3. Ensure recipient's phone number is correct and contactable
  4. You can add other person's name and phone number that can receive the package on "Additional Delivery Instruction"
  5. Inform the recipients that his/her package already sent by Paxel and ask them to install Paxel so they can track their package through the application
  1. Package will be brought and kept in Paxel.
  2. Shipment is scheduled for redelivery within 1x24 hours after first delivery attempt.
  3. 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

Your shipment can be rejected by Paxel due to several reason:

  1. Pick-up address not found due to incomplete or wrong address
  2. Sender's phone number is wrong and cannot be contacted
  3. Package not suitable with size and type that can be deliver by Paxel

After your shipment rejected, if you still want to send package, you need to create new shipment immediately. Please ensure address, phone number and package type is correct so your shipment will not be rejected.

Although the majority of packages are collected and delivered at the time you are requested, sometimes there is a small delay. Common reasons our Hero are late/delayed on pick-up or delivering your packages are:

  1. Misspelled, incomplete or outdated address. It makes our Hero difficult to pick-up or deliver your package to an address which is difficult to find.
  2. Weather conditions, traffic or force majeure situation. Sometimes, unforeseen situations could and beyond our control could impacted to pick-up and delivery schedule.

If the pick-up or delivery does not happen on the day it has been requested, please contact our Customer Empathy through Whatsapp: wa.me/6285574670318 dan email: wehearyou@paxel.co

Paxel's shipment price is FLAT, you can check estimate shipment cost through Paxel website home page on section Shipment Cost Estimate by entry your pick up location, delivery location and package size.

You can also see table shipment price as below.

Notes:

  • Price stated in thousand (000)
  • Custom size price will be calculated based on volume metric price
  • Price subject to change

You don't have to pay anything. The pick up is on us!
There is no minimum packages quantity for this pick up service.

  1. Cash on pick-up (payment will be completed by the Sender)
  2. Paxel Credit (top-up your Paxel Credit through your preferred mobile banking)

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 use Paxel Credit by default. At the bottom of the Summary page, there will be your transaction summary information. 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 don't have any Paxel Credit then you can’t use it and you must pay your shipment with Cash on pick-up method.

My Paxel Credit is not working?

Make sure your balance is sufficient, at least in accordance with the shipping cost. If it is not enough then you can choose cash on pick-up.

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

If you have created your shipment with cash on pick-up method, you cannot change the payment method to use your Paxel Credit.

How do I top-up my Paxel Credit?

You can choose your preferred mobile banking for top-up your Paxel Credit.

If you experience problems with damaged / lost package, you can submit a claim to us.

1. Damaged package claim

  • Submitting a claim for a damaged package can be done if the package has been packaged properly for the shipping process and the type of goods is resistant at 14 hours in outdoor temperature. Complete information on packing tips can you check in the FAQ > Safe packing tips
  • Submitting a claim for damaged package can be done at maximum of 3x24 hour after the package status is received in destination address. If the claim submission report exceeds the maximum limit, Paxel has the right to discontinue the submission process.
  • Please prepare document for the claim process:
    1. Goods purchase transactions, such as: invoices, proof of transfer or memorandum of purchase of goods
    2. ID (KTP/SIM)

2. Lost package claim

  • Submitting a claim for lost package can be done at maximum of 3x24 hour after the package status is received in destination address. If the claim submission report exceeds the maximum limit, Paxel has the right to discontinue the submission process.
  • Please prepare document for the claim process:
    1. Goods purchase transactions, such as: invoices, proof of transfer or memorandum of purchase of goods
    2. ID (KTP/SIM)
    3. Photo of the product/goods

How is the claim process?

  1. Prepare documents needed as stated above
  2. Fill in claim form here
  3. If your documents incomplete, our Customer Empathy team will contact you to complete the documents with time limit up to 2x24 hour from the time our team contacted you.
  4. Validation process will be done 2x24 hour after form received and documents completed
  5. Claim process only at working days (Monday - Friday)
  6. Claim payment process will be done 1x24 hour once all the documents completed and validated by our team.

For more info about claim process you can contact our Customer Empathy (claim team):

Ngaku Sahabat Paxel tapi ngirim paket cuma pake kantong kresek? Yuk, di cek aja tipsnya biar jadi #SahabatPaxel paling super! 😚

Biar ga lupa, save dan share tips ini supaya teman-teman Kamu juga tau ya!

 

1. Pahami proses pengiriman Paxel

Paxel melayani jasa pengiriman Sameday dan Nextday, dalam kota serta antar kota.

Proses pengiriman Paxel berbeda dengan kurir instant. Paxel melakukan pengiriman beberapa paket secara bersamaan. Proses pengiriman dari alamat pengirim ke alamat penerima melewati lokasi transit terlebih dahulu. Oleh karena itu, yuk bantu Paxel untuk bisa mengirimkan paketmu dengan baik, yaitu dengan menyiapkan paket yang telah di kemas dengan baik, untuk menjaga kualitas paket saat pengiriman serta tidak merusak paket lain.

Paxel memiliki fasilitas freezer dan chiller untuk pengiriman Nextday yang memerlukan waktu transit lebih lama agar kami bisa menjaga paketmu saat proses transit.

 

2. Pahami jenis paket yang akan kamu kirim

Tak kenal maka tak sayang, istilah ini berlaku juga untuk jenis paket yang mau kamu kirim. Berikut adalah jenis paket yang bisa kamu kirim melalui Paxel:

  1. Aksesoris
  2. Buku & dokumen
  3. Kesehatan & kecantikan
  4. Mainan & hobi
  5. Makanan beku
  6. Makanan mudah rusak (sayur & buah)
  7. Makanan tahan lama
  8. Model & pakaian
  9. Olahraga & hiburan
  10. Peralatan elektronik & gadget
  11. Peralatan rumah tangga
  12. Perlengkapan mobil & motor

 

3. Setiap paket di Paxel memiliki AWB (airway bill) tersendiri

Pastikan Babang Hero menempel AWB paketmu saat proses pick-up di alamat pengirim untuk memastikan paket kamu tidak akan tertukar saat transit sebelum menuju alamat penerima.

Pastikan kamu simpan dan share kode AWB pengiriman kepada penerima untuk mempermudah tracking paketmu dan ajak penerima mendownload Paxel sehingga bisa menerima notifikasi otomatis pengiriman

Tracking pengiriman bisa kamu lakukan di dalam aplikasi Paxel atau melalui halaman https://paxel.co/en/track-shipments

 

4. Pahami apakah paket kamu FRAGILE atau tidak

Fragile adalah paket yang rapuh/pecah belah. Apabila kamu mengirim paket pecah belah, kamu wajib melaporkan paket sebagai fragile di dalam aplikasi Paxel agar kami bisa menjaga paketmu lebih baik pada saat proses pengiriman.

Contoh paket fragile:

  • Botol kaca
  • Peralatan makan keramik/gelas
  • Item yang mengandung kaca/keramik

Jangan lupa pastikan kemasan paket kamu baik dan aman untuk menjaga kondisi paket saat proses pengiriman.

 

5. Tips mengemas paket FRAGILE

  1. Gunakan box/dus dengan material yang aman dan kuat
  2. Gunakan tambahan bubble wrap di dalam box/dus untuk menjaga paket aman
  3. Pastikan box/dus terisi penuh dan tidak ada ruang hampa agar dapat menahannya dari guncangan, kamu bisa menggunakan tambahan bubble wrap/kertas untuk mengisi ruangan antara barangmu dengan sisi dalam box/dus.
  4. Pastikan kamu melaporkan paket sebagai item fragile di dalam aplikasi Paxel

 

 

6. Pahami pengisian makanan yang aman pada makanan dalam kemasan

Pastikan makanan terisi penuh dan tidak ada ruang hampa agar dapat meminimalisir kerusakan makanan dari guncangan selama proses pengiriman.

Karena sudah dipastikan, paket akan terus bergerak hingga sampai ke alamat tujuan.

Pengisian dan pengemasan yg baik akan membuat makanan kamu menjadi lebih aman. kamu bisa tambahkan isi makanan supaya penuh, selain aman customer kamu akan senang.

 

7. Pahami apakah paketmu FROZEN FOOD atau tidak

Frozen food adalah makanan olahan/non-olahan yang dibekukan. Frozen food yang dapat dikirimkan melalui Paxel adalah yang tahan 14 jam di suhu luar ruang, contoh:

  • Bakso beku
  • Sosis beku
  • Somay beku
  • Durian beku

 

8. Tips mengemas paket FROZEN FOOD

  1. Gunakan plastik berlapis untuk mencegah kebocoran air atau embun dari produk frozen food kamu
  2. Gunakan tambahan thermafreezer atau ice gel untuk menjaga suhu produk frozen food-mu saat proses pengiriman
  3. Gunakan box/dus dengan material yang aman dan kuat
  4. Pastikan box/dus terisi penuh tidak ada ruang hampa agar dapat menahannya dari guncangan, kamu bisa menggunakan tambahan bubble wrap/kertas untuk mengisi ruangan antara barangmu dengan sisi dalam box/dus
  5. Jika produk memiliki bumbu, gunakan bumbu kering atau kurangi kadar air pada bumbu, lalu kemas menggunakan kemasan terpisah dan aman dari kebocoran
  6. Pastikan kamu melaporkan paket sebagai item frozen food di dalam aplikasi Paxel
  7. Selama proses pengiriman, sudah dipastikan paket akan terus bergerak. Packaging yg baik akan membuat frozen food kamu menjadi lebih aman

 

9. Pahami apakah paketmu Makanan Tahan Lama atau Makanan Mudah Rusak?

Makanan tahan lama yang dapat dikirim melalui Paxel adalah yang tidak memerlukan penyimpanan menggunakan freezer atau chiller dan tahan lebih dari 24 jam di suhu luar ruang, contoh:

  • Makanan kaleng
  • Makanan kering

Makanan mudah rusak yang dapat dikirim melalui Paxel adalah makanan olahan atau fresh (sayur & buah) yang tahan 14 jam di suhu luar ruang, contoh:

  • Sayur
  • Buah
  • Kue kering
  • Masakan (cooked food)

 

10. Tips mengemas paket Makanan Tahan Lama maupun Makanan Mudah Rusak (sayur & buah)

  1. Gunakan box/dus dengan material yang aman dan kuat sebagai lapisan luar tambahan wadah makanan/kue kering
  2. Pastikan box/dus terisi penuh tidak ada ruang hampa agar dapat menahannya dari goncangan perjalanan, kamu juga bisa menggunakan tambahan bubble wrap/kertas untuk mengisi ruangan antara barangmu dengan sisi dalam box/dus
  3. Pastikan kamu melaporkan paket sebagai item Makanan Tahan Lama/Makanan Mudah Rusak di dalam aplikasi Paxel
  4. Selama proses pengiriman, sudah dipastikan paket akan terus bergerak. Packaging yg baik akan membuat makanan atau kue kering di dalam wadah menjadi lebih aman

 

PaxelBox adalah fasilitas loker penyimpanan barang atau titipan sementara Paket Kamu yang efisien, aman dan mudah digunakan hanya dengan menggunakan QR Code.

PaxelBox memiliki dua fungsi sebagai berikut: 

PaxelBox (Rental) digunakan untuk penitipan dan penyimpanan barang bawaanmu secara sementara.

PaxelBox (Drop-Off) digunakan untuk penitipan paket yang diantar oleh Hero atau kurir manapun yang nantinya dapat Kamu ambil di PaxelBox terdekat dari lokasimu. 

Cara pakai PaxelBox (Drop-Off) 

  1. SCAN QR Code dengan ponselmu atau ketik link bit.ly yang tertera di browser.
  2. Isi data Penerima dan pilih ukuran paket mulai dari S (Small), M (Medium), L (Large), hingga XL (Xtra Large)
  3. Info lebih lengkapnya, Kamu dapat cek video berikut ini:

Durasi waktu penitipan dan penyimpanan barang/paket di PaxelBox: 

  1. PaxelBox Rental: Lama waktu durasi penitipan dan penyimpanan barang/paket adalah 1x24 jam dengan minimal durasi sewa adalah 1 jam. Jika melewati masa durasi sewa yang ditentukan, maka akan dikenakan biaya sewa setiap satu jam berikutnya.
  2. PaxelBox Drop-Off: Lama waktu durasi penyimpanan barang/paket di loker adalah 2x24 jam. Jika melebihi waktu tersebut maka paket/barang akan di ambil oleh petugas.

Cara pakai PaxelBox (Rental)

  1. Download aplikasi Paxel atau update aplikasi Paxel Kamu ke versi terbaru
  2. Buka aplikasi Paxel dengan pilih menu PaxelBox dan klik "SEWA/RENT"
  3. Pada bagian pembayaran, Kamu akan diarahkan ke menu pembayaran menggunakan Dana, saat ini PaxelBox Rental menyediakan pembayaran menggunakan Dana.
  4. Info lebih lengkapnya, Kamu dapat cek http://paxelbox.paxel.co atau simak video berikut ini:

PaxelBox terletak di lokasi-lokasi strategis yang mudah dijangkau seperti apartemen, residensial (Perumahan), Office Building, Mall, dan Public Area. Kamu dapat cek info detail lokasi PaxelBox melalui link http://paxelbox.paxel.co

PaxelBox hadir memberikan kemudahan untukmu dalam penitipan dan penyimpanan barang/paket yang efisien, mudah, dan aman digunakan dengan QR Code dan pemberitahuan otomatis. Kamu dapat manfaatkan fungsi loker sesuai kebutuhanmu dengan beragam ukuran (S/M/L/XL) yang dapat diakses 24/7. Serta, menjadi solusi untuk pengiriman tanpa kontak fisik.

Dimensi ukuran PaxelBox (TxPxL)

  • Ukuran S: 12X47,5X47,5cm
  • Ukuran M: 24X47,5X47,5cm
  • Ukuran L: 36X47,5X47,5cm
  • Ukuran XL: 59X47,5X47,5cm

Makhluk hidup, senjata tajam/api dan barang terlarang yang di atur dalam undang-undang. Info lebih lanjutnya, Kamu dapat klik https://www.paxel.co/id/help-and-support di bagian Jenis Paket Yang Tidak Bisa di Kirim Melalui Paxel

Jika Kamu mengalami kendala pintu PaxelBox yang tidak dapat terbuka, mohon hubungi CS PaxelBox melalui WhatsApp di 0855-7467-0318 untuk dibantu info lebih lanjut.

Jika Kamu mengalami kendala tidak mendapatkan notifikasi SMS saat menggunakan PaxelBox, mohon hubungi CS PaxelBox melalui WhatsApp di 0855-7467-0318 untuk dibantu info lebih lanjut.

Jika barang/paketmu hilang di PaxelBox, mohon segera hubungi CS PaxelBox melalui WhatsApp di 0855-7467-0318. Segera laporkan kehilangan barang/paket maksimal 2x24 jam setelah kejadian agar bisa kami lakukan pelacakan & investigasi secara cepat.

Contact Customer Empathy

6285574670318 (WhatsApp Only)
wehearyou@paxel.co
Category
Creating Shipment
Shipment Tracking
Service Coverage
Shipment Status
Pricing & Payment Method
Shipment Claim
Secure Packing Tips
About PaxelBox