{"id":8055,"date":"2021-08-20T10:31:11","date_gmt":"2021-08-20T02:31:11","guid":{"rendered":"https:\/\/www.citylinkexpress.com\/?page_id=8055"},"modified":"2022-06-03T15:28:09","modified_gmt":"2022-06-03T07:28:09","slug":"general-faqs","status":"publish","type":"page","link":"https:\/\/www.citylinkexpress.com\/sg\/general-faqs\/","title":{"rendered":"General FAQs"},"content":{"rendered":"\t\t
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General FAQ\u2019s<\/h2>\n
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Delivery<\/p>\n

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  1. How does the shipment rates being determined?\n

    \n A:<\/span>\n Shipment rates are determined by:
    \n

    \n i. Shipment Classification (Document or Parcel)
    \n ii. Destination
    \n iii. Weight (Actual or Volumetric weight, whichever is higher)\n <\/div>\n <\/p>\n <\/li>\n
  2. What are the differences between Actual and Volumetric Weight?\n

    \n A:<\/span>\n Actual Weight<\/b> - The exact weight of the shipment as shown on the weighing scale (kg).
    \n Volumetric Weight<\/b> - The weight calculated based on parcel dimension.
    \n You may check the calculation weight here https:\/\/www.citylinkexpress.com\/sg\/volumetric-weight\/<\/a>
    \n **Parcel weight will be determined by either actual or volumetric weight or whichever is higher\n <\/p>\n <\/li>\n

  3. How does Volumetric Weight being calculated?\n

    A:<\/span> Length x Width x Height \/ 5000 = Volumetric weight.
    \n You may refer     https:\/\/www.citylinkexpress.com\/sg\/volumetric-weight\/<\/a> for more details.<\/p>\n <\/li>\n

  4. Who can I contact if I have not received my shipment?\n

    A:<\/span> You may contact our City-Link Express Customer Service at +65 63443377<\/a> or email your enquiries to customerservice@citylinkexpress.com.sg<\/a>\n <\/p>\n <\/li>\n

  5. What happens if I miss a delivery?\n

    A:<\/span>\n There are two (2) options available if you miss a delivery:
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    \n 1. Self-collect shipment at collection counter as stated in Attempted Delivery Note.
    \n 2. Request for Reattempt of delivery (only applicable for selected trackable item). You may go to     https:\/\/www.citylinkexpress.com\/sg\/track-your-shipment\/<\/a> to do so.\n <\/div>\n <\/p>\n <\/li>\n
  6. Can I request for redelivery \/ second delivery service?\n

    A:<\/span> This request can only be made if the first delivery attempt was unsuccessful due to the closure of premises or the receiver was not available at the time of delivery. Any request for second delivery must be made within the provided period.<\/a>\n <\/p>\n <\/li>\n

  7. How do I redirect\/change my shipment to a new address?\n

    A:<\/span> Redirection is applicable<\/b> if shipment has not been dispatched or delivered . We would need the shipper to contact us on the change \/ redirection of shipment. Kindly drop an email or contact City-Link Express Customer Service for further arrangement.<\/a>\n <\/p>\n <\/li>\n <\/div>\n

    Pick-up<\/p>\n

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    1. Can I arrange for pick-up at my place?\n

      A:<\/span> All courier pickup is applicable to our Business Account and prepaid customers. Pickups are also only available for buildings, shop-lots, and offices.

      For any special arrangement, please reach our Pickup Hotline at       +65 63443377<\/a> or alternatively email to customerservice@citylinkexpress.com.sg<\/a>\n <\/p>\n <\/li>\n

    2. If courier failed to pick-up my shipment as schedule, what should I do?\n

      A:<\/span> You will need to report and reschedule for Reattempt to the Pickup Department. Please be sure to reschedule the pick-up as soon as you receive the failed pickup notification since there will be a queue. Call our Pickup Hotline at +65 63443377<\/a> or email to customerservice@citylinkexpress.com.sg.<\/a>\n <\/p>\n <\/li>\n

    3. Does City-Link have a limited number of volume\/weight for each pick-up trip?\n

      A:<\/span> There is no limit on the weight or to the number of pieces you may send. However, please inform the details of the item, they type of transport, and any special request of trolley if needed.\n <\/p>\n <\/li>\n <\/ol>\n <\/div>\n <\/div>\n

      Lost & Damages Items - Claims<\/p>\n

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      1. What is the compensation for damage or lost shipment?\n

        A:<\/span> It is subject to Terms & Conditions of Carriage, the maximum liability per consignment note shall not exceed USD100.00.\n <\/p>\n <\/li>\n

      2. How much does it costs to insure my shipments?\n

        A:<\/span> 1% from total invoice with minimum payment is SGD25.00 and maximum payment SGD 10,000. For further details, you may call +65 63443377 or email to customerservice@citylinkexpress.com.sg<\/a>.\n <\/p>\n <\/li>\n

      3. What is the claim procedure for missing\/ damaged shipment?\n

        A:<\/span> Send a claim request email to customerservice@citylinkexpress.com.sg<\/a> and they will provide a claim form to be filled in for an investigation to take place.

        Any claims brought against the Company with respect to damaged or delayed consignments shall be made in writing within 48 hours. For lost consignments, notification shall be made within 21 days from the date the documents or goods were due to arrive at their destination, failing which the Company shall not be held responsible for any loss or damage arising howsoever.<\/span>\n <\/p>\n <\/li>\n

      4. How long does a claim take place?\n

        A:<\/span> It usually takes an average of ten (10) days for claims cases to process.\n <\/p>\n <\/li>\n <\/ol>\n <\/div>\n <\/div>\n

        Dangerous Goods\/Prohibited Items<\/p>\n

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        1. Q: What item(s) are prohibited for posting?\n

          \n A:<\/span>\n