What is the estimated delivery time from Nepal to Japan?

Delivery to Japan typically takes 3-5 business days via air cargo.

Do you offer door-to-door courier services?

Yes, we provide door-to-door delivery for both documents and parcels.

What items are prohibited for international shipping from Nepal?

Prohibited items include food, perishables, hazardous materials, explosives, and certain electronics with batteries.

How can I track my shipment with Hulak Express?

You can track your shipment using the tracking number provided on our website's tracking page.

What is the maximum weight for courier shipments?

For courier shipments, the maximum weight is 50 kg per package. Heavier items are handled via air cargo.

Do you have offices in Pokhara?

Yes, we have a branch office in Pokhara at Newroad. You can visit us there for any inquiries.

What are your office hours in Kathmandu?

Our Kathmandu office is open from 9:00 AM to 6:00 PM, Monday to Friday.

Frequently Asked Questions – Hulak Express Shipping Services Nepal

What is your liability for lost or damaged shipments? Liability & Insurance

For all international shipments declared as gifts with a maximum value of $100, our liability for loss or damage is strictly limited to $100 per shipment or the actual value of the contents (whichever is lower), unless additional insurance was purchased by the Shipper. The maximum compensation for a lost parcel, where no additional insurance was purchased, is USD 100. For UPU country shipments, we are not liable for any loss or damage unless additional insurance was purchased by the Shipper.

Is insurance included in shipping costs? Liability & Insurance

No, insurance is not automatically included. Insurance for the value of the shipment is mandatory and must be arranged by the Shipper prior to dispatch. Hulak Express will not automatically insure shipments. We strongly recommend purchasing additional insurance for valuable items.

Are fragile items covered for damage? Liability & Insurance

No, we do not provide refund or compensation for damage to fragile items including but not limited to glass, ceramics, ornaments, and other breakable objects. We strongly recommend professional packaging and separate insurance for such items.

What if my parcel leaks or contaminates other items? Liability & Insurance

No refund or compensation will be provided for parcels damaged due to leakage of contents such as oil, honey, ghee, or other liquids. The Shipper is solely responsible for ensuring such items are packaged to prevent leakage.

Who pays customs duties and taxes? Customs & Duties

All customs duties, import taxes, and related fees levied by the destination country are the sole responsibility of the receiver. Hulak Express will not pay these charges on the receiver's behalf unless prior arrangements are made and prepaid.

What happens if customs seizes my shipment? Prohibited Items

Any shipment detained or destroyed by customs authorities for containing illegal, hazardous, or restricted items will not be eligible for a refund. The responsibility for the contents and compliance with destination country laws lies solely with the customer.

What items are prohibited for shipping? Prohibited Items

Prohibited items include: Food items (ghee, honey, achar, oil, coconut, unlabeled or homemade food), regulated goods (supplements without prescriptions, tobacco, alcohol), electronics & batteries (laptops, computers, power banks), explosives & ammunition, flammable liquids, live creatures, human remains, currency & bullion, loose gemstones, high-value items (gold, jewelry, high-value electronics).

Can I ship medicines? Prohibited Items

All pharmaceuticals and medications are classified as toxic and infectious substances. A valid prescription is mandatory for all shipments containing medicine, which must be packaged and distributed strictly in accordance with prescription guidelines. Shipments without proper documentation may be held, destroyed, or returned at sender's expense.

What are your estimated delivery times? Delivery Times

For non-UPU countries: UK, Hong Kong (7-10 working days); Europe, USA, Canada, Australia, New Zealand (12-14 working days); Rest of the World (16-18 working days). For UPU countries: South Asia (7-12 days); Southeast Asia (10-14 days); East Asia (10-14 days); Middle East (12-16 days); Europe & Africa (14-18 days). These are averages and may vary.

When will I get my tracking number? Tracking

For Aramex, DHL, Yamato, Sagawa, UPS: Tracking number is generated immediately. For Economy Service/FCL & LCL: Tracking number is generated after successful customs clearance at transit hub. For UPU countries: Tracking number is generated immediately upon dispatch.

Are there additional surcharges? Pricing & Charges

Yes: Remote area delivery surcharge: NPR 5,000 per shipment (subject to availability). Island surcharge: NPR 10,000 flat fee per shipment. Address correction fee: NPR 5,000 per box/package. Packaging charge applies to all parcels. Shipments over 5KG incur custom clearance and TIA charges.

What are the weight limits? Pricing & Charges

Non-UPU countries: Europe & Hong Kong (28kg), Australia & New Zealand (22kg), USA (22kg), Canada (20kg). UPU countries: All UPU country shipments (22kg maximum). Billable weight is determined by the greater of actual or volumetric weight (L×W×H in cm / 5000).

What if my shipment is returned? Address & Delivery

We are not liable if a parcel is returned to Nepal due to address or customs issues. All charges associated with returned parcels, including return shipping and any additional fees, will be the responsibility of the Shipper.

What happens if delivery fails? Address & Delivery

We are not liable for failed deliveries due to incorrect address, recipient unavailability, or refusal. Any packages that cannot be delivered will be returned to our facility. All resulting charges will be billed to the Shipper.

What if tracking says "Delivered" but recipient hasn't received it? Dispute Resolution

For non-UPU shipments: Notify us within 48 hours of "Delivered" status. For UPU shipments: Notify us within 72 hours. We will investigate with the carrier/postal service. After these timeframes, claims are considered case-by-case with reduced success likelihood.

What should I do before filing a delivery dispute? Dispute Resolution

Check with neighbors/household members, check all secure locations around delivery address, contact local carrier/post office directly using tracking number for more precise delivery notes.

What is your customs clearing schedule? Customs & Duties

UK, Europe: Tuesday & Friday; Hong Kong: Friday & Tuesday; USA, Canada, Australia, New Zealand: Daily (2-3 days clearance); Cyprus, Rest of World: Daily (2-3 days clearance); UPU countries: Follows destination country postal service schedule.

What is the difference between your services? General

We offer two main services: 1) International Shipping (non-UPU) via FCL/LCL containers for UK, Europe, USA, Canada, Australia, NZ, Hong Kong; and 2) UPU Shipping via Universal Postal Union network for 22 specific countries including India, China, UAE, Japan, etc.

What happens during force majeure events? Liability & Insurance

We are not liable for loss, damage, or delay caused by circumstances beyond our reasonable control including: airline delays, postal service delays, weather conditions, acts of God, war, civil unrest, or customs processing delays.

Can you change your rates? Pricing & Charges

Yes, Hulak Express reserves the unequivocal right to amend, update, or withdraw any rate, charge, or fee schedule at its sole discretion at any time. Such changes are effective immediately upon implementation without prior notification.

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