Questions and Answers

You can track the status of shipment in the top part of the site by typing a waybill number (below the bar code) and by pressing the button “Track the parcel”.

Hazardous freight is a category of parcels which as a result of transportation may harm health or life of people and/or the environment. To send any hazardous freight, special documentation shall be presented and filled in as well as in most cases specialised package is required. To consult / To place an order of shipment of any hazardous freight, please address to the call-centre or to Your personal manager.

The insurance service is rendered after conclusion of the Contract.

Payment for the insurance (the insurance payment) is 0.5 % of the insurance sum and includes the insurance premium of the Insurer and the Contractor’s fee for the rendered services of preparation and formalization of the insurance documents. «The insurance sum» shall be deemed as the cost of the enclosure of the parcel declared by the Client, provided that the declared cost of the enclosure should not exceed its actual cost. Transferring the parcel subject to insurance for delivery the Consignor must properly fill in Section 4 of the address form (waybill) and transfer the documents confirming the actual cost of the express parcel enclosure.

Please see Documents section on the site for the list of the objects prohibited for transportation.

In order to enter into a contract you may choose any of the variants which are convenient for you:

1. Fill in a request form on the site in section «Conclude the contract».

2. To call a specialist in Your city. For this purpose please choose Your city in the right top corner or press the button "Offices" in the left menu.

Our contacts in Moscow: +7(495) 748 7748, 8(800) 555 1444.

The price and the terms of shipment can be calculated in Tariff Calculator section or in My Office section.

Shipment with payment by the consignee is possible from legal entities without a contract when a letter of guarantee is provided or from legal entities upon presentation of a contract.

A letter of guarantee template is placed on the site in Documents section.

If it is necessary to ship any items with payment by the consignee outside the Russian Federation, please clarify whether it is possible with Your personal manager or CC expert at: +7(495) 748 7748, +7(800) 555 1444.

14 % unified fuel surcharge has been active since 1 November 2018.

If You send any documents which weight more than 5 kg or freight, You must attach an invoice to the parcel. Pro forma invoices and samples of filling in are placed on the site in Documents section.

Yes. It is necessary to transfer the parcel packed according to the kind of the enclosed items, therefore we provide envelopes and packets for further use for shipment. To prevent any unauthorised access we recommend to use our specialised end/side-flap envelopes and a sticky strip.

Courier Service Express provides basic packing materials (envelopes and standard packages) free of charge.

Also, if necessary, You may order additional packing (a corrugated box, package for laptops, bubble wrap) and other packages for non-standard and large-size parcels. Please take details of the cost of additional packing with Your personal manager or a CC expert at: +7(495) 748 7748, +7(800) 555 1444.

Please see СSE regional office contacts here.

You may place Your order on our site «Call The Courier», through My Office (if You have a contract) and via our operators at: +7(495) 748 7748, +7(800) 555 1444.

You may place an order at a Courier Service Express regional office, and it will be picked up on the day of placement before 16:00.

If a parcel weighs more than 20 kg – the parcel is received before 16:00 upon agreement.

An order for the parcel to be picked up on the current day in Moscow shall be placed as follows:

 - if a parcel weighs less than 20 kg - before 16:00,

 - if a parcel weighs more than 20 kg, it is necessary to observe the following time restrictions:

*Pickup of parcels from Moscow Region on the day of order placement - the order should be placed not later than 12:00.

** If a parcel weighs more than 100 kg, while placing an order You should clarify if we are able to receive the parcel on the current day.

Order placement time for the order reception for shipment for Extra Urgent delivery on the current day shall be agreed with Courier Service Express staff.

These order placement rules shall be valid on business days, without taking days off and holidays into account.

All other matters shall be agreed separately via an operator at +7(495) 748 7748, +7(800) 555 1444 or via Your personal manager.

In case you need any extra non-standard package for Your parcel, please do not forget to say/specify the given information while placing the order/making up a waybill.

The address form (waybill) shall be filled in as follows:

SECTIONS 1-6 of the address form (waybill) shall be filled in by the Client (sender) is legible, print letters.

An address form (waybill) shall be filled in in Russian if a parcel is sent within Russia and the CIS countries. When a parcel is addressed to consignees in the far abroad, the waybill shall be filled in EXCLUSIVELY IN ENGLISH.

SECTIONS 1-2 should contain true and complete information about a consignor and a consignee (addresses, telephones, contact persons). A postal code must be given for the express parcels addressed to consignees in the far abroad.

SECTION 3 shall be filled by the Client (sender) who must tick a relevant express parcel type box in this section (documents/not documents). Provided that the Client (a consignor) must give a full and true description of an enclosure of the express parcel (even if it is documents). The client (the consignor) is obliged to specify number of colli of the express parcel, the weight and the dimensions of each collum (in centimetres), the cost for the customs (with currency in the corresponding column), a surname, a name and a patronymic name and to sign it.

For international express parcels containing «not documents» (with enclosed goods), it is obligatory to attach an invoice to the address form (waybill) and the cost for the customs. The information specified in the invoice and in the address form (waybill) should coincide.

“Documents” mean: print or hand-written products on paper containing business and/or personal correspondence made up on separate sheets not stitched the gross weight of which is 5 (five) kg within one waybill (except leaflets, various catalogues, calendars, booklets and other printed products) which do not require any special customs registration (licences) and are not objects of intellectual property. Any documents requiring specialised modes of customs registration and/or being the objects of intellectual property (drawings, schemes etc) shall be processed with provision of permissive documents required for the customs purposes. Passports of individuals are forbidden for international shipments.

«Not documents» mean any parcels with the enclosure distinct from the above mentioned ones as well as the express parcels containing "documents" weighing over 5 (five) kg within one waybill.

SECTION 4 shall be filled in by the Client (the consignor) in the event when the Client (the consignor) chooses to insure the express parcel enclosure. In this case the Client (the consignor) must specify the amount of the insurance provided that amount of insurance sum may not be more than the real cost of the enclosure.

SECTION 5 shall be filled in by the Client (the consignor) if the Client (the consignor) chooses to deliver express parcels with «the declared value». The sum of "the declared value» may not exceed the actual cost of the express parcel enclosure or be more than 50000 (fifty thousand) Rubles. Provided that the Client (the consignor) must attach the documents confirming the actual cost of the express parcel enclosure.

SECTION 7-8 shall be filled in by the Contractor’s employee. These sections shall be filled in if the payment is made in cash.

SECTION 9 shall be filled in by the Client with obligatory ticking in the urgency box of the given section.

SECTIONS 10 shall be filled in by the Contractor’s staff.

SECTION 11 shall be filled in by the Consignee when the express parcel is delivered.

The dimensional weight of a parcel (large-size weight) is a calculated value which means density of freight.

The cost of delivery shall be calculated on the basis of the actual value of the physical weight of the express parcel with package. If the dimensional weight of the express parcel exceeds its physical weight, in this case its dimensional weight will be used for calculation of the cost of delivery of the express parcel. The dimensional weight of an express parcel is calculated on the basis of the sizes of its package according to the formula:

• For a box dimensional weight (kg) = (length (cm) x width (cm) x height (cm)) / 5000.
• For a roll dimensional weight (kg) = (area of circle (cm2) x height (cm)) / 5000. Area of circle = R2, where R – a radius of the circle (cm), = 3.14.

Restrictions as for the dimensions regarding international parcels (except EEU) both for import and for export of 120*50*50 cm, weight of one collum is not more than 30 kg.

Other operations are made upon agreement.

Please see more detailed information about restrictions in «Rules of Service Rendering» to add a link to the rules.

Any order with reception of the parcel in Moscow on the current day shall be placed:

• if a parcel weighs less than 20 kg – not later than 16.00
• if a parcel weighs more than 20 kg – one should follow the following time restrictions:

* Pickup of parcels from Moscow Region on the day of order placement - the order should be placed not later than 12:00.

** If a parcel weighs more than 100 kg, while placing an order You should clarify if we are able to receive the parcel on the current day.

Order placement time for the order reception for shipment for Extra Urgent delivery on the current day shall be agreed with Courier Service Express staff.

My Office Service is available for our clients who have entered into a contract.

My Office allows to calculate delivery cost online, to place an order for a courier call, to track the parcel, as well as to use any other options connected with the delivery.

To access please call to the contact centre at +7(495) 748 7748, +7(800) 555 1444 or Your personal manager.