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Answers to Your Shipping Questions.

Everything you need to know about booking, tracking, pricing, and delivery organized by topic so you can find it fast.

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Topics
6 Categories
All Topics Booking & Pricing Tracking & Delivery International Shipping Payments & Refunds Account & Business Issues & Support
Most Asked

Popular Questions

Q01
How long does delivery take?

Same-day for Express, 24–48 hours for Domestic, and 3–10 days internationally.

Q02
Where's my tracking number?

Sent by SMS and email the moment your booking is confirmed.

Q03
Are parcels insured?

Yes, every shipment is covered up to its declared value by default.

Q04
Can I reschedule a pickup?

Yes, up to 2 hours before your scheduled pickup window at no charge.

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Category

Booking & Pricing

Book online through our website, call our dispatch line, or use the Primax Courier app. Choose your service, enter pickup and drop-off details, and a rider or driver will be assigned.

Pricing depends on parcel weight, dimensions, distance, and the service tier you choose (Starter, Business, or Enterprise). You'll see an exact quote before confirming your booking.

Starter plans cover up to 5kg and Business plans up to 20kg. Anything heavier or oversized falls under our Freight & Cargo service — contact sales for a custom quote.

Yes, pickups can be rescheduled or cancelled free of charge up to 2 hours before the scheduled window. After that, a small rebooking fee may apply.
Category

Tracking & Delivery

Express Delivery is same-day within city limits. Domestic Courier runs 24–48 hours between cities. International shipments typically take 3–10 business days depending on destination.

It's sent to you by SMS and email the moment your booking is confirmed, and it's also printed on your airway bill or receipt. You can enter it on our tracking page.

Status updates only appear after a checkpoint scan, so there can be a short gap while a parcel is between hubs. If it's been more than 24 hours with no change, contact support.

Our rider will attempt delivery up to two more times and text you to arrange a convenient window. You can also opt to have it held at the nearest hub for pickup.
Category

International Shipping

We currently deliver door-to-door to over 45 countries across Africa, Europe, North America, and Asia. Enter your destination at checkout to confirm coverage.

Yes, our customs team pre-clears documentation for international shipments, so there's minimal extra paperwork required from you.

Possibly, depending on the destination country's rules and the declared value of your shipment. We provide a duty and tax estimate upfront so there are no surprises.
Category

Payments & Refunds

We accept debit and credit cards, bank transfer, and cash on pickup for domestic shipments. Business accounts can also apply for invoiced billing.

Yes, every shipment is automatically insured up to its declared value. Higher-value items can be covered with additional insurance at checkout.

If your shipment was lost, significantly delayed, or damaged in transit, submit a claim through our contact form with your tracking number. Refunds are typically processed within 5–7 business days.
Category

Account & Business

No, one-off shipments can be booked as a guest. Creating a free account lets you save addresses, track shipping history, and access business pricing.

Yes, Enterprise accounts get API access to automatically create bookings, print labels, and sync tracking status with major e-commerce platforms.

Yes, our Enterprise plan offers volume-based discount pricing and a dedicated account manager. Contact our sales team to discuss your shipping volume.
Category

Issues & Support

Take photos of the damage and packaging, then submit a claim through our contact form with your tracking number within 48 hours of delivery.

It flags a delay, like a failed delivery attempt or address issue. A note explaining the cause is added to your tracking page, and our team follows up automatically.

contact us or use the contact form below. Our team is available 24/7 for urgent shipment issues.
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+447522280041
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support@primaxcourier.com
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Ahmet Demir, Atatürk Bulvarı No: 72, Daire: 8, Çankaya 06680 Ankara, Turkey
+1 (601) 340-4527
support@primaxcourier.com