FAQ (Frequently Asked Question) &
SLA (Service Level Agreement)

For shipments consisting of general cargo/packets, the following rates apply:

Singapore

Rp 85,000 for the first Kg and Rp 40,000/kg for subsequent kilograms

Malaysia Barat (West Malaysia)

Rp 70,000 for the first Kg and Rp 60,000/kg for subsequent kilograms

Taiwan

Rp 95,000 for the first Kg

The above rates are based on shipments originating from Jakarta

The shipping costs for other countries can be downloaded from the website www.rayspeed.com under the download price table menu or you can also perform a price simulation.

Rayspeed Asia will use the Chargeable Weight, which is the greater value between the actual weight and the dimensional/volume weight for calculating shipping costs.

Specifically for Singapore and Malaysia, the formula for dimensional weight or volume weight is Length x Width x Height (in centimeters) divided by 6000. For other countries, it is Length x Width x Height (in centimeters) divided by 5000.

Rayspeed Asia uses a rounding system to the nearest kilogram; for example, a billed weight of 3.01 Kg will be rounded up to 4 Kg.

Rayspeed Asia does not offer repacking services to change the weight/dimensions due to safety considerations of your shipment.

1. At our service point counters, we accept payments in cash, by transfer (BCA 8770 745 650 / PT. Rayspid Indonesia), EDC (available from early March 2021), and usingDigital Payment (OVO, GOPAY, Link Saja).

2. For customers using our Drop Point Partners (Indopaket (Indomaret)) and JNE and or third parties (Ojol or other couriers), we provide a transfer option to BCA / 8770 745 650 / PT. Rayspid Indonesia

The payment deadline (cut-off time) is at 16:00.

Yes, please submit/send the payment proof to our counter team or our admin confirmation team who will confirm your shipment reception.

Singapore Express is 1 – 2 working days**

Singapore Regular is 2 – 3 working days**

West Malaysia is 2 - 3 working days** for food and only for Klang Valley Area, 4 – 6 Working days for General Cargo / Packet.

1. After payment is made by 16:00 at the latest.




2. Excluding checks by customs and/or airlines (if any).

During the Covid-19 pandemic, delays of 2 – 3 working days from the provided lead time may occur for shipments to East Malaysia and Taiwan.

For time-sensitive and temperature-sensitive shipments (e.g., frozen/non-frozen food), please ensure the endurance and packaging are adjusted according to the lead time stated.

Singapore

Ensure food endurance is 2x24 hours if shipped from Rayspeed offices in Jakarta, Tangerang, Bekasi; and 3x24 hours if shipped from areas outside the mentioned locations.

Malaysia

Ensure food endurance is 3x24 hours if shipped from Rayspeed offices in Jakarta, Tangerang, Bekasi; and 4x24 hours if shipped from areas outside the mentioned locations.

Always use a strong styrofoam box for shipments of frozen/non-frozen food to maintain endurance.

Within the styrofoam packaging, it is recommended to use sufficient ice gel/ice packs to maintain the desired temperature. Do not use dry ice as it falls under the category of dangerous goods.

Damage to temperature and time-sensitive goods still within the travel time, or not using adequate packaging, cannot be claimed or complained about.

The types of shipments that can be sent for personal needs include:

According to the regulations of the respective countries

Indonesia :

• https://www.beacukai.go.id
• https://intr.insw.go.id
• https://cekbpom.pom.go.id

Singapore

• https://customs.gov.sg
• https://www.sfa.gov.sg
• https://cekbpom.pom.go.id
• https://www.imda.gov.sg
• https://www.iras.gov.sg

Malaysia :

• http://www.customs.gov.my
• https://www.moh.gov.my

Taiwan :

• https://eweb.customs.gov.tw
• https://www.mohw.gov.tw

If a shipment is suspicious or detected by our detection system as dangerous/prohibited, we will inspect the shipment.

If prohibited items are found with declarations matching the items, our customer service will contact the sender to confirm.

If prohibited items are found undeclared on the shipping document, Rayspeed Asia will hold the related shipment. Please contact Rayspeed Asia’s customer team at 021-425 3456.

To prevent undesirable situations in the destination country (such as damage, items being held by customs due to violations, etc.), Rayspeed Asia has the right to inspect the contents of shipments before exporting, especially concerning prohibited items or items not declared in the shipping documents, or if the packaging is considered inadequate/safe.

For shipments of personal effects (used items), checking will take 24 hours to avoid issues in the destination country.

To send items through Rayspeed Asia, you can:

1. Visit directly to a Rayspeed Asia service point (locations can be found on www.rayspeed.com menu Location of Service Point Rayspeed Asia
2. Use Rayspeed Asia’s Drop Point Partners, which include: Indopaket (Indomaret) and JNE by using the SPEEDSHIP DROP & GO system at www.rayspeed.com.
3. Use other courier services or online motorcycle taxis (OJOL) and deliver to any Rayspeed Asia service point.
4. Use the pickup service.

The last acceptance of goods at service points is at 16:00, applicable to all Rayspeed Asia service points.

Your items will be processed faster because all shipment data has already been entered into the SPEEDSHIP DROP & GO system. Always provide a contact number that our team can confirm regarding the payment of shipping costs

For shipments via OJOL or other couriers (other than Rayspeed Asia Drop Point Partners), they will generally enter a common queue, and our confirmation admin team will process them according to the queue and will confirm with you regarding the type of shipment commodities, item prices, and more. Please ensure the transaction process is completed by 16:00.

You can contact our sales team at 0811-1109-982 (Chat Only) or 021-425 3456 for pickup requests before 14:00. Pickups requested will be processed the next day.

If the transaction is completed, your item will be processed promptly, and we commit to the lead time previously provided.

If you face any issues at a Drop Point Partner, immediately send a WA to our admin at 0811-1109-982 (Chat Only) with the format: Drop Point Partner Name/Location/Booking Number (RAY898xxxx)/Sender’s Phone Number. Our team will coordinate with the Drop Point Partner.

1. If repacking is requested due to changes in weight or dimensions of the item, we do not provide this service to maintain the security of your shipment.
2. If repacking is needed due to the presence of non-shipable items within your shipment, we will repack with a maximum delay of 24 hours.

Factors that commonly slow down the process at Rayspeed Asia counters include:

1. The sender is not the direct owner of the goods and does not understand the contents and value when confirmed by our counter team.
2. There are prohibited items, requiring removal and repacking.
3. The sender is undergoing repacking processes.

1. To speed up the shipping process at Rayspeed Asia counters, you can:
2. Ensure the sender understands the contents and value of the goods or has prepared a list of items with their values. www.rayspeed.comBefore coming to our service point, use the SPEEDSHIP DROP & GO service at www.rayspeed.com, fill in the shipment data, choose the option DROP POINT as BRING YOURSELF to Rayspeed Asia and write the code RAY898xxxxx obtained from the system on the outside of the package.
3. Avoid undergoing repacking processes.

1. The sender does not provide a phone number/HP/WhatsApp that can be contacted or confirmed by our team.
2. When confirmed by our team via WhatsApp, the sender fails to provide the requested details such as item name, quantity, item value, complete address, and recipient's phone number.
3. Requests for repacking due to weight or dimensions.
4. The presence of prohibited/not yet sendable items, requiring removal and repacking.
5. Items arrive past the cut-off time.

1. The sender has incorrectly provided or failed to provide a contact number for confirmation regarding the payment of shipping costs.
2. Other necessary details were not completed during the data entry in the SPEEDSHIP DROP & GO system, such as recipient’s address and phone number, type of goods, etc.

Complaints can be submitted to Rayspeed Asia through our Customer Service at 021-425 3456 or via email to support@rayspeed.com

Claims can be sent via email to support@rayspeed.com and must be submitted within five (5) days after the shipping receipt date (airwaybill) or within three (3) days after the goods have been received by the recipient.

1. Damaged goods (packaging and contents) rendering them unusable by the recipient
2. Lost during the shipping process
3. Incorrect delivery address (miss delivery)

1. Submitted by the sender or recipient who made the payment to Rayspeed Asia
2. Submitted in writing via email;
   1. Complaints submitted to support@rayspeed.com / Email Subject: Complaint RAY898xxxx
   2. Claims submitted to support@rayspeed.com / Email Subject: Claim RAY898xxxx
3. Provide the following attachments in the email;
   1. Damaged Goods (packaging and contents);
      1. Photo of the shipping receipt
      2. Photo of the goods condition upon receipt (outer and inner packaging)
      3. Proof of payment for the related shipment
   2. Lost during the shipping process
      1. Photo of the shipping receipt
      2. Photo of the tracking results
      3. Proof of payment for the related shipment
   3. Incorrect delivery address (miss delivery)
      1. Photo of the shipping receipt
      2. Proof of payment for the related shipment
4. According to the following deadline (cut off time);
   1. Complaints: Maximum 5 (five days) from the date the shipping receipt (AIR WAYBILL/AWB) is printed
   2. Claims: Maximum 3 (three days) from the date the goods are received

Shipment items valued at IDR 1,000,000 (one million rupiah) or more must be insured by the sender or can request additional insurance services from the Rayspeed Asia team at a rate of 0.35% or a minimum of IDR 150,000 (one hundred fifty thousand rupiah) per shipment receipt.

1. Untuk barang yang di asuransikan akan diganti melalui proses klaim ke asuransi dan sesuai dengan ketentuan dari perusahaan asuransi
2. Untuk barang yang tidak diasuransikan oleh pengirim, maka kewajiban (liability) penggantian dari Rayspeed Asia adalah sebagai berikut;
   1. Kondisi barang rusak (kemasan dan isi barang) karena kesalahan dari Rayspeed Asia, penggantian adalah sesuai dengan nilai barang pada resi kiriman dan ongkos kirim terkait atau maksimal adalah Rp 1.000.000 (satu juta rupiah) per resi kiriman (Air Waybill/AWB)
   2. Barang hilang dalam proses kiriman karena kesalahan Rayspeed Asia, penggantian adalah sesuai nilai barang yang di sebutkan dalam resi kiriman atau maksimal adalah Rp 1.000.000 (satu juta rupiah) dan bebas biaya kirim (Free of Charges) untuk barang pengganti maksimal adalah Rp 250.000 (dua ratus lima puluh ribu rupiah)
   3. Salah pengantaran (miss delivery) adalah dilakukan proses pengiriman ulang ke alamat yang benar tim Rayspeed Asia.
3. Barang yang tidak diasuransikan hanya bisa diajukan 1 (satu jenis), Barang Rusak, Barang Hilang, atau Miss Delivery.
4. Untuk barang kiriman yang melanggar ketentuan baik dari Rayspeed Asia, peraturan negara asal dan atau negara tujuan tidak akan dilakukan proses penggantian
5. Rayspeed Asia tidak menerima pengajuan komplain dan klaim selain dari nilai barang kiriman dan ongkos kirim (contoh; lost of sales, stop production line cost, machine downtime cost, penalty)

Complaints and claims will not be processed by us under the following conditions:

1. Force majeure (natural disasters, earthquakes, floods, plane crashes, riots)
2. Changes in customs regulations in either the origin or destination country’s government
3. Assessment by customs officers (officer assessment) in either the origin or destination country
4. Sender provides incorrect information on the shipping document (such as incorrect item value, incorrect item name/category)
5. Submitted by someone other than the sender or recipient of the shipment
6. Packaging not suitable for the safety of the shipment (e.g., fragile items using a cardboard box)
7. Outer packaging is in good condition and not damaged

1. Your complaint will be responded to by our Customer Service team within a maximum of 3 business days from the receipt of the email or when all necessary data is received
2. Lost during the shipping process

The final weight and dimensional data used for billing customers are taken at the Rayspeed Asia service point

Proof of delivery data from Rayspeed Asia is available through the tracking status on www.rayspeed.com

The official website for Rayspeed Asia is www.rayspeed.com

The official social media for Rayspeed Asia includes @rayspeedasia (Instagram, Facebook, Twitter, and TikTok)