Frequently Asked Questions
Customer Service FAQ
Q1: How much does it cost to send a package?
A: The cost varies for Islandwide and Worldwide Services. You may refer to our Products & Services page for our rates.
Q2: What methods of payment does we accept?
A: For non‐account customers, you may pay via cheque or cash. For corporate customers, we encourage you to open an account in order to enjoy attractive discounts and exclusive credit terms.
Q3: If I have a package to send, what do I need to do to arrange for a collection?
A: Please contact us at 1800 222 5777 (for Singapore use only) /
+65 6222 5777 (when calling from outside Singapore) to arrange for a collection. Simply tell us your pick‐up location, destination and estimated weight of the package and the booking will be arranged immediately. You can also drop off the item at a nearby Post Office and our Customer Service Officer will be glad to assist you without you having to call.
Alternatively, you may also submit your request online (Corporate ; Non‐corporate).
Q5 When can I expect my shipment to arrive in the destination?
A: The delivery standards depend on the service type and destination you are sending to. You may refer Track and Trace page to get an update of your package.
Q6: What is the maximum weight I can send?
A: Generally, we accept shipment weight of up to 30kg for most of our destinations. Please contact our Customer Service Officers at 1800 222 5777 (for Singapore use only) /
+65 6222 5777 (when calling from outside Singapore) for specific shipment limit to the destination you are sending to.
Q7: How does your Customer Service Officer advise me on the postage of the shipment if I do not know its actual weight?
A: Simply quote us the estimate weight of the shipment. Upon arriving at Cosmo International Processing Centre, we will weigh your shipment and advise you if there is any difference in weight. If you have paid in excess, we will arrange to have it refunded to you. Your shipment will be held back if there is a shortage of payment. Hence we recommend that you estimate a higher weight to avoid any delay.
Q8: What is the maximum size I can send?
A:
For local shipments:
Small packages- 40 x 25 x 20 cm
Large packages- size exceeding 40 x 25 x 20 cm
For overseas shipments:
Either 2 or 3 metres depending on the destination you are sending to.
2m- max length 1.05m; max length plus girth (2W + 2H) must not exceed 2m
3m- max length 1.50m; max length plus girth (2W + 2H) must not exceed 3m
Tracking FAQQ9: How do I track if my shipment has arrived in the destination?
A: You can go to Track and Trace to get updates of your shipment.
Q10: Where do I find my tracking number?
A: The tracking number is the barcode number found on the top right hand side of the consignment note.
Q11: Can I track my shipment if I do not have my tracking number?
A: As each shipment is tracked by a unique Tracking Number, we strongly recommend the sender to keep a copy of the consignment note for reference.
Q12: After keying in my tracking number, the message says 'Information not available'. Why?
A: You have either keyed in an invalid or incomplete tracking number. Please try again. If you still experience this problem, please contact us.
Q13: Why am I not getting on‐time updates on the shipment status in the website?
A: The Track and Trace website is updated daily at different time intervals. If the item you are checking does not have any update, you may wish to try again at a later time. If you still experience problem with tracking your item, please contact us.
Q14: Why does my item take longer than what is quoted/stated to arrive?
A: The delivery times quoted are estimates only and based on the date of despatch from Singapore. These are applicable to major cities only. All items may also be subjected to customs inspection which may require additional days.
Enquiries/ Claims FAQQ15: What should I do if my consignee has not received the shipment I sent?
A:If your shipment does not arrive after the delivery time stated, please contact us. We strongly advise that you make an enquiry after the stipulated delivery time as your item could be in transit to the destination.
Q16: What is your claim policy?
A: Claims for lost or damaged item will be honored on the condition that Cosmo International is satisfied that the claim is justified. For detailed information, please refer to Terms and Conditions for your relevant service type.
Q17: What is the claim limit?
Cosmo International's liability for any loss of or damage to any articles or their contents shall be limited to:
1. for articles sent via Cosmo International Services: a maximum amount of S$60 per consignment note or the declared value of the article, whichever is lower;
2. for articles sent via Cosmo International Express Service: such maximum amount as shall be prescribed in the Consignment Note for the Speedpost Express Service
3. for articles sent via Cosmo International EMS Service: a maximum amount of S$150 per "Package" and S$60 per "Document Pack" or the declared value of the article, whichever is lower;
4. for articles sent via Air and Surface Parcel Service: such maximum amount as shall be stipulated in the current International Parcel Regulations;
5. for articles sent via Freight Service: such maximum amount as shall be prescribed by the International Air Transportation Association;
Q18: How should I go about filing a claim for a lost shipment?
A: Please complete the claim form below and mail or fax it to:
Customer Care Manager
Cosmo International Customer Care
Cosmo International Limited
10 Eunos Road 8, #01–33
Cosmo International Centre
Singapore 408600
Fax: 6842 3400
For faster response, please ensure that you accompany the claim form with the original invoice/receipt and consignment note.
Q19: What should I do if the consignee receives the item in damaged condition?
A: It is the responsibility of the consignee to check the condition of the item upon delivery. In the event that the item is damaged, please do not accept it and inform the sender to make a damage report to Cosmo International Customer Care.
Q20: Can I claim for delayed shipments?
A: Cosmo International will make every reasonable effort to deliver the shipment according to our regular delivery schedule, but these are not guaranteed. Hence, all delivery times quoted are based on estimates and do not form part of the contract.
Q21: What is cargo insurance service? When should I purchase cargo insurance? Is it necessary?
A: Cargo Insurance protects you against any loss of or damage to your goods caused by Fire, Explosion, Accidents to the Aircraft or Conveyance, Earthquake, Volcanic Eruption, Lightening, Theft, Pilferage and non‐delivery, Rough Handling, Contamination, War or war‐like operations, Strikes, Riots, Civil Commotion and Terrorist attacks.
Cargo Insurance pays you the actual loss of or damage to your goods based on the declared value of the goods insured. Without Insurance, the general terms and conditions of carriage for compensation will apply.
To find out the premium amount and if the destination you are sending to have this service, please contact us.
