Question 1

What is Deliverail?

Accepted Answer

Deliverail is a rail-first parcel and freight service. We move your shipment between cities on India’s railway network for the long-haul leg, and handle doorstep pickup and last-mile delivery by road at each end. You get courier-style convenience with the lower cost and far lower carbon footprint of rail.

Question 2

Which cities do you serve?

Accepted Answer

We currently operate between five cities: Bangalore, Pune, Mumbai, Surat, and Udupi. We pick up and deliver within the serviceable areas of each city. We add new lanes as rail capacity and demand grow — check the Routes page for the latest coverage.

Question 3

Do I need an account to book?

Accepted Answer

You can get an instant price using the Quote tool without signing in. To confirm a booking, schedule a pickup, and track your shipment, you’ll create a quick account with your email and a password.

Question 4

What can I send through Deliverail?

Accepted Answer

Everyday parcels, documents, e-commerce orders, and palletised business freight all work well on our network. We do not carry prohibited or dangerous goods — for example flammables, explosives, perishables that need active cold-chain, currency, or anything restricted under railway and IATA-style rules. If you’re unsure, raise a support ticket before booking.

Question 5

How long does delivery take?

Accepted Answer

Transit time depends on the lane. The price estimate you see at quote time includes an expected delivery window for that specific origin–destination pair. Rail line-haul is scheduled, so we share a realistic ETA up front rather than an over-promised one.

Question 6

How do I book a shipment?

Accepted Answer

Start with a quote: enter the pickup and delivery cities, the weight, and the parcel type to see the price instantly. Then sign in, add the pickup and receiver details, choose a pickup slot, and confirm. You’ll get a booking ID that starts with “DR” and a confirmation on WhatsApp, SMS, and email.

Question 7

When can I schedule a pickup?

Accepted Answer

Pick a date and a time slot during the booking flow. Same-day pickup is available in most areas if you book before the cut-off; otherwise the earliest next-day slot is offered. You can add pickup instructions (gate number, floor, contact at door) so our rider finds you quickly.

Question 8

Can I change the pickup time or address after booking?

Accepted Answer

Yes — until the parcel has been picked up you can update the pickup date, slot, and instructions from the shipment’s details page. Once the parcel is in transit, the destination is locked; for an exception, raise a support ticket as early as possible.

Question 9

What details do I need about the receiver?

Accepted Answer

The receiver’s name, a reachable 10-digit mobile number, and the full delivery address with PIN code. You can save frequent receivers to your address book so future bookings take a couple of taps. The receiver gets tracking updates on the number you provide.

Question 10

Can one booking have multiple boxes?

Accepted Answer

Yes. Set the number of pieces and the total weight when you get your quote — pricing accounts for both. Keep the pieces together at pickup and label them clearly; they travel as a single consignment under one booking ID.

Question 11

How do I track my shipment?

Accepted Answer

Open the Track page and enter your booking ID (it starts with “DR”). You’ll see the live status — booked, picked up, at origin, in transit, at destination, out for delivery, and delivered — along with a timeline and the latest known position on the rail leg.

Question 12

What do the tracking statuses mean?

Accepted Answer

“Booked” means we’ve confirmed your order; “Picked up” means our rider has the parcel; “At origin” / “At destination” are the rail hubs; “In transit” is the train leg; “Out for delivery” means the last-mile rider is on the way; and “Delivered” is the final hand-off. “On hold” means something needs attention — check for a notification.

Question 13

Can the receiver track without an account?

Accepted Answer

Yes. Anyone with the booking ID can use the public Track page to see the status and timeline. For privacy, contact details on a public tracking view are partially masked.

Question 14

My tracking hasn’t updated in a while — is that normal?

Accepted Answer

On the rail line-haul leg, position updates can be less frequent than road movement between scheduled checkpoints, so a quiet period is usually normal. If the ETA has passed with no movement, raise a support ticket with your booking ID and we’ll investigate.

Question 15

What payment options do you offer?

Accepted Answer

You can pay online when you book, pay-on-pickup when our rider collects the parcel, or pay-on-delivery where available. Online payments are processed through a secure gateway; in our demo environment payments run in a mock mode so no real money is charged.

Question 16

Do I get a GST invoice?

Accepted Answer

Yes. Every confirmed shipment generates a GST-compliant tax invoice with our GSTIN, the applicable CGST/SGST or IGST, and a unique invoice number in the format INV-YYYY-NNNNNN. You can download it as a PDF from the shipment’s details page once the booking is confirmed.

Question 17

Can I add my company GSTIN for input credit?

Accepted Answer

Yes. Add your business name and GSTIN to your billing address before you confirm the booking, and they’ll appear on the tax invoice so you can claim input tax credit. For bulk B2B accounts we can set this as a default.

Question 18

My online payment failed but I was charged — what now?

Accepted Answer

If a payment fails, the booking stays unconfirmed and any held amount is reversed automatically by the gateway, usually within a few business days. If you don’t see the reversal, raise a support ticket with your booking ID and the payment reference and we’ll trace it.

Question 19

How do I use a coupon or promo code?

Accepted Answer

Enter the code on the quote or checkout step before you confirm. Valid codes apply the discount to the eligible portion of the fare and the new total is shown immediately. Coupons can’t be added after a booking is confirmed.

Question 20

How do I cancel a booking?

Accepted Answer

Open the shipment’s details page and choose Cancel. Cancellation is available until the parcel is picked up. Once it’s cancelled, the status updates immediately and you’ll get a confirmation.

Question 21

How long does a refund take?

Accepted Answer

For prepaid bookings cancelled before pickup, the refund is initiated to your original payment method and typically settles within 5–7 business days, depending on your bank. Pay-on-pickup and pay-on-delivery bookings have nothing to refund if cancelled before collection.

Question 22

Is there a cancellation fee?

Accepted Answer

Cancelling before pickup is free. If a rider has already been dispatched, a small visit fee may apply to cover the trip. The exact amount, if any, is shown before you confirm the cancellation.

Question 23

Can I cancel after the parcel has been picked up?

Accepted Answer

Once a parcel is in our network it can’t be self-cancelled, because it’s already moving toward the destination. If you need to recall a shipment, raise a support ticket immediately — we’ll tell you whether a return is possible and what it costs.

Question 24

My parcel arrived damaged — what do I do?

Accepted Answer

Report it as soon as possible from My Support → Report damage/claim. Add your booking ID, choose the issue type, describe what happened, and attach photos of the packaging and contents. Clear photos taken at the time of delivery speed up the claim a lot.

Question 25

My shipment is marked delivered but I didn’t receive it.

Accepted Answer

Raise a claim with the issue type “Lost” or “Other” and include the booking ID. We’ll check the delivery proof and the last-mile rider’s record, and get back to you with the outcome and next steps.

Question 26

How much can I claim?

Accepted Answer

You can enter the value of the affected goods when you file the claim. Settlement is assessed against your declared value, any insurance you added at booking, and our carriage terms. Adding shipment insurance at booking raises the protected amount.

Question 27

How do I track my claim?

Accepted Answer

Every claim becomes a support ticket with a number starting “TKT”. Open My Support to see its status — open, in progress, waiting on you, resolved, or closed — and any messages from our team.

Question 28

Do you offer business accounts?

Accepted Answer

Yes. A business account unlocks bulk booking, saved GSTIN billing, consolidated invoices, and volume-based pricing on regular lanes. Choose the business account type at sign-up or contact our sales team to get set up.

Question 29

Is there volume pricing for regular shipments?

Accepted Answer

For consistent monthly volume on the cities we serve, we offer negotiated lane rates. Share your typical origins, destinations, weights, and monthly count with our sales team for a tailored quote.

Question 30

Can I integrate Deliverail with my systems?

Accepted Answer

Business customers can request API access for creating bookings, fetching quotes, and pulling tracking and invoice data programmatically. Reach out to sales and we’ll scope the integration with you.

Question 31

Can you handle palletised freight?

Accepted Answer

Yes — rail is well suited to heavier, palletised loads. Tell us the dimensions and weight per pallet when you request a quote so we can plan the rail and last-mile legs correctly.

Question 32

How do I sign in?

Accepted Answer

Sign in with the email and password you used to create your account.

Question 33

I can’t sign in — what should I do?

Accepted Answer

Double-check your email is spelled correctly and that Caps Lock is off when typing your password. Still stuck? Contact support and we’ll help you recover access.

Question 34

How do I update my name, email, or notification settings?

Accepted Answer

Go to your account settings to update your name and email and to choose which updates you receive on WhatsApp, SMS, email, and in-app. Email is needed to receive GST invoices, so we recommend keeping one on file.

Question 35

How is my data protected?

Accepted Answer

We use your contact details only to operate and update your shipments. Tracking views shown to others mask personal details, sessions are protected with secure cookies, and we never sell your data. See our privacy policy for the full picture.

Question 36

How is the price calculated?

Accepted Answer

The fare is based on the lane (origin and destination cities and the distance between them), the chargeable weight, the parcel type, the number of pieces, and any add-ons like insurance. You see the full breakdown — base fare, distance, add-ons, and GST — before you confirm.

Question 37

Why is rail cheaper than a regular courier?

Accepted Answer

Rail line-haul moves large volumes very efficiently between hubs, so the per-parcel cost of the long leg is far lower than road or air. We pass that saving on, while still handling the convenient doorstep pickup and delivery you expect.

Question 38

Which routes are available?

Accepted Answer

We connect Bangalore, Pune, Mumbai, Surat, and Udupi in both directions. The Routes page lists every available city pair with an indicative price and transit time so you can compare before booking.

Question 39

How is weight measured for pricing?

Accepted Answer

We charge on the higher of actual weight and volumetric (dimensional) weight, so a large but light parcel is priced fairly against the space it occupies. Enter accurate weight and dimensions in the quote to avoid surprises at pickup.

Question 40

How much CO₂ does rail save versus road?

Accepted Answer

Per tonne-kilometre, rail freight emits a small fraction of the CO₂ of road transport. For every shipment, we estimate the CO₂ you saved versus an equivalent road courier and show it on your booking and receipt.

Question 41

How do you calculate my carbon savings?

Accepted Answer

We compare standard emission factors for rail and road over your shipment’s distance and weight, then report the difference as kilograms of CO₂ avoided. It’s an estimate meant to show the order of magnitude of the benefit, not a certified audit.

Question 42

Why is Deliverail built around rail?

Accepted Answer

Rail is one of the most energy-efficient ways to move goods over land. By making rail logistics as easy to use as a courier, we help shift everyday parcels and freight off congested, higher-emission road lanes — better for cost and for the planet.

How can we help?

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