FAQs

1. About DeliTrans Services

Question	Answer
What is DeliTrans?	DeliTrans is a US-based courier company specializing in e-commerce logistics and parcel delivery services, offering reliable shipping both domestically within the USA and internationally to countries around the world.
Where is DeliTrans based?	DeliTrans is headquartered in the United States, and all shipments originating from the US are governed by US export regulations.
What types of services do you offer?	We offer various shipping options, including Standard, Expedited, and specialized logistics solutions tailored for e-commerce, offering different transit times and cost points.
Is there a minimum volume requirement to ship with DeliTrans?	No, we serve both individual shippers and large commercial clients. We offer competitive rates for single shipments as well as volume discounts for frequent e-commerce users.
Is my delivery time guaranteed?	While we provide estimated transit times, only specific, premium services explicitly designated as “guaranteed” come with a money-back guarantee. All other times are estimates and may be subject to delays, particularly international shipments due to customs.

2. Account Management and Customer Support

Question	Answer
How do I create a DeliTrans account?	You can create an account quickly and easily on our website or through our mobile application by providing your basic contact information and setting up your preferences.
I forgot my password, what should I do?	Click the “Forgot Password” link on the login page. You will receive an email with instructions to reset your password securely.
How can I contact customer support?	You can reach our Customer Support team via Live Chat, WhatsApp at +1 (716) 313-1725 or by email at info@delitrans.com.
How do I update my billing information?	You can securely update your payment methods and billing addresses within the ‘Account Settings’ or ‘Billing Management’ section of your online DeliTrans portal.

3. Shipping and Packaging

Question	Answer
How should I package my shipment?	You are responsible for proper packaging. Items must be securely packed to withstand normal courier handling. Use appropriate cushioning materials and durable outer boxes. Please refer to our Shipping Policy for full details.
How is my rate calculated?	Shipping rates are based on the greater of the shipment’s actual weight or its dimensional weight. Rates also depend on the destination, service level, and any applicable surcharges (e.g., fuel or remote area fees).
What is dimensional weight?	Dimensional weight (or volumetric weight) is a calculation based on the package’s volume. It is calculated by dividing the volume of the box by a dimensional factor: $(\text{Length} \times \text{Width} \times \text{Height}) / \text{Dimensional Factor}$.
What items are prohibited for shipping?	Prohibited items include hazardous materials, explosives, firearms, illegal goods, and any items restricted by IATA or governmental bodies. A comprehensive list is available on our website. Shipments containing prohibited items will be rejected or disposed of.

4. International Shipments and Customs

Question	Answer
Why is a customs declaration required?	All international shipments require a Commercial or Proforma Invoice to be attached. This declaration allows customs officials in the destination country to assess the contents, value, and applicable duties and taxes. Inaccurate declarations can lead to severe fines or delays.
Who is responsible for customs duties and taxes?	The recipient is generally responsible for all customs duties, taxes (VAT/GST), and clearance fees levied by the destination country. This is known as “Delivered Duty Unpaid” (DDU).
Can the sender pay the duties and taxes?	Yes, you can choose a “Delivered Duty Paid” (DDP) service during booking, in which case the sender pays the estimated duties and taxes upfront.
What happens if the recipient refuses to pay D&T?	If the recipient refuses payment, the shipment may be returned to the sender, and the sender will be billed for all original charges, return shipping costs, duties, and any administrative fees incurred.
Why is my international shipment delayed?	International delays are often caused by mandatory customs inspections, incomplete or incorrect commercial invoices, or local regulatory holds. DeliTrans has no control over the customs process.

5. Tracking, Delivery, and Undeliverable Shipments

Question	Answer
How can I track my parcel?	You can track your parcel using the tracking number provided upon booking on the DeliTrans website or mobile app.
What is the difference between an attempted delivery and a successful delivery?	An attempted delivery means the courier reached the destination but was unable to leave the package (e.g., recipient unavailable, required signature missing). A successful delivery indicates the package has been accepted and signed for, or left in a safe location according to instructions.
What happens if my package is undeliverable?	If a delivery attempt fails (e.g., incorrect address, recipient unavailable, or refusal to pay D&T), we will attempt to contact you. If the issue cannot be resolved, the shipment may be returned to the sender at their expense or, as a last resort, disposed of.

6. Claims, Liability, and Refunds

Question	Answer
What is DeliTrans’s liability for loss or damage?	Our liability is limited to the declared value of the shipment, whichever is lower, unless you purchased additional insurance coverage. Please see our Terms of Service for the full limitation of liability.
How do I file a claim for a lost or damaged parcel?	Claims must be submitted in writing via our online claims portal or to Customer Service within 15 days of the shipment’s acceptance date, along with supporting documentation (proof of value, photos of damage, etc.).
Can I get a refund if my guaranteed delivery is late?	Yes, if you used a service with an explicit money-back guarantee and the delay was due to a non-excluded reason (i.e., not customs or weather), you can request a refund of the shipping charges. See the Refunds Policy for details and exclusions.
Are customs duties or surcharges refundable?	No, duties and taxes paid to foreign governments are non-refundable by DeliTrans. Surcharges (like remote area or dimension adjustments) are also non-refundable as they represent services rendered or costs incurred.