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

FAQ and SLA for personal shipping

a.1. How much is the shipping cost to Singapore, Malaysia and Taiwan?

Below is the example for shipping type such as general commodity/package (general cargo):

Singapore

Rp 85.000 for the first 1 kg and Rp. 40.000 for the following kilogram

West Malaysia

Rp. 70.000 for the first 1 kilogram and Rp. 60.000 for the following kilogram

Taiwan

Rp. 95.000 for the first 1 kilogram

*The shipping cost above applies from Jakarta only

a.2. How much is the shipping cost for other countries?

The shipping cost for other countries can be downloaded from the website www.rayspeed.com on the table price download menu or you could also estimate the cost

a.3. How is the shipping weight calculation in Rayspeed Asia?

Rayspeed Asia will use the chargeable weight, which is the biggest value between actual shipment weight rather than dimension/volume shipment weight for the shipping cost calculation

a.4. How is the dimension weight calculation/shipment weight volume in Rayspeed Asia?

For Singapore and Malaysia, dimensional weight formula or shipment weight volume is length x weight x height (in centimeter) divided by 6000

For other countries: Length x Width x Height (in centimeters) divided by 5000

a.5. How is the roundup system for shipment weight in Rayspeed Asia?

Rayspeed Asia uses a rounding system per 1 kilogram, e.g shipment with the billed weight 3.01 Kg will be rounded up to 4 kilogram.

a.6. Can I request for repacking upon the change in shipment weight or shipment dimension?

Rayspeed Asia does not provide the repacking service for any changes in weight/dimension due to safety consideration upon your shipment

b.1. How to make a payment in Rayspeed Asia?

  1. For walk in at our counter service point; we accept cash, transfer (BCA 8770 745 650 / PT. Rayspid Indonesia), EDC (will be available in early March 2021), and or using digital payment (OVO, GOPAY, LinkAja).
  2. For customers who use our Drop Point Partner (Indopaket (Indomaret) and JNE and or third parties (Ojol or other couriers) we provide the transfer to BCA account 8770 745 650 / PT. Rayspid Indonesia

b.2. Will there be any cut off time?

The cut-off time for the payment is 16:00

b.3. Does the proof of payment have to be sent?

Yes, please send / provide proof of payment to our counter team and or our confirmation admin will provide a receipt confirmation for your shipment

c.1. How Long is the Lead Time Shipments to Singapore, Malaysia, and Taiwan?

Singapore Express is 1 – 2 working days**

Singapore Regular is 2 – 3 working days**

West Malaysia is 2 - 3 working days** (food only, will be dispatched in Klang Valley), 4 – 6 working days for General Cargo.

** a. After the payment has been received at the very maximum of 16.00

     b. Outside of custom authorities checking and/or airline (should there be one)

c.2. During the time of Covid-19 pandemic, is there any possibility of delay in shipping?

During the time of Covid-19 pandemic, there will be a possible delay within 2-3 working days from our lead time in places such as East Malaysia and Taiwan

c.3. Shipment Durability

For the type of shipment that is time sensitive as well as temperature sensitive (e.g frozen/non-frozen food), please make sure that the shipment’s durability and packaging is adjusted to our lead time / delivery time.

Singapore

Please make sure the food is durable for the next 2x24 hours, should you send the item from Rayspeed’s main/branch office in Jakarta, Tangerang, Bekasi; and 3x24 hours if the food is sent from the outside areas not stated above.

Malaysia

Please make sure the food is durable for the next 3x24 hours, should you send the item from Rayspeed’s main/branch office in Jakarta, Tangerang, Bekasi; and 4x24 hours if the food is sent from the outside areas not stated above.

Always use solid styrofoam box for shipment such as frozen/non-frozen foods to make sure its durability.

Inside the styrofoam packaging ist i highly recommended to use an adequate amount of ice gel/ice pack to maintain consistent temperature. Do not use dry ice because it is listed as dangerous goods

Damage to goods/food that is sensitive to temperature and time which is still in the travel time and or does not use good packaging cannot be submitted for a complaint/claim.

d.1. What type of items/goods that can be delivered?

The type of items/goods that can be delivered for personal purpose is as listed below;

Singapore : General Cargo/Package, Food, dan Cosmetics
Malaysia : General Cargo/Package, Food, dan Cosmetics
Taiwan : General Cargo/Package, Food, dan Cosmetics
Other countries : General Cargo/Package

d.2. Is there any specific regulation for the food shipment to Singapore and Malaysia?

In accordance to each country’s regulation

Indonesia :

Singapore :

Malaysia :

Taiwan :

e.1. Does Rayspeed Asia conduct a shipment inspection?

Any suspicious shipment and or items that are detected through our system as forbidden/prohibited goods will be inspected by us.

e.2. What should a customer do should there be any prohibited shipment?

If there are goods that are prohibited from being shipped with the condition of the declaration on the document of the shipment, then our customer service will contact the sender to make a confirmation

If there are goods that are prohibited from being shipped without the declaration on the shipment document, Rayspeed Asia will detain those goods. Sender can contact Rayspeed Asia customer team at 021-425 3456

e.3. For shipment of Personal Effect such as personal/moving goods (used items) will need to be inspected 1x24 hours to avoid unnecessary damage/loss in designated country.

f.1. How can I ship my items/goods through Rayspeed Asia?

To ship goods/items to Rayspeed Asia, you can;

  1. Come directly to Rayspeed Asia service points (Cempaka Mas, Cikarang, BSD, Gading Serpong, Tanah Abang, Mampang, Muara Karang) for addresses and contact at www.rayspeed.com by accessing the menu and search for Location of Service Point Rayspeed Asia
  2. You can also use Rayspeed Asia Drop Point Partner; Indopaket (Indomaret) and JNE by using the SPEEDSHIP DROP & GO system at www.rayspeed.com
  3. Using courier service or ojek online (Ojol), to be dropped to all Rayspeed Asia service point
  4. Pickup Delivery Service

f.2. What is the closing time for shipment at Service Point?

The closing time for any shipment and transaction is 16.00; applies to all Rayspeed Asia service point

f.3. What is the advantage of using Rayspeed Asia Drop Point Partner?

Your shipment will be faster to process because all the shipment data has been submitted on the SPEEDSHIP DROP & GO system. Please make sure to give mobile phone/WA number that we can confirm, in accordance to shipment fee that needs to be paid

f.4. I have sent the shipment via another courier or Ojol and it arrived at 15:00, why has there not been any confirmation from Rayspeed Asia?

For any shipment via Ojol or another courier (apart from Rayspeed Asia Drop Point Partner) will be submitted for general queue and our confirmation admin team will process your shipment based on the queue, confirming your type of shipment commodity, item’s price and etc, please make sure the transaction process is done by 16:00.

f.5. How is the pickup process for the shipment?

You can contact our sales team at 0811-1109-982 (Chat Only) or contact 021-425 3456 for a pick-up request before 14:00. For any shipment pick-up service will be processed on the next day

f.6. I receive confirmation above 16:00, is my shipment ready to go?

If the transaction is already underway, then we will immediately process your shipment by sticking to our lead time / delivery time

f.7. I have used Rayspeed Drop Point Partner and when I deliver my items to the counter, the Drop Point Partner could not process the items, so what should I do?

Please send your WA to our admin number: 0811-1109-982 (Chat Only) with the format:

  • Nama
  • Drop Point Partner
  • Area/location
  • Booking number (RAY898xxxx)
  • Sender’s mobile phone number
  • Our team will coordinate with our drop point partner

f.8. If I request Rayspeed Asia to do a repacking on my items, is it possible?

  1. If there is a change on the shipment’s weight or dimension of the items, we will not do any repacking to maintain the condition of the shipment.
  2. If there is a item that cannot be shipped, then we will do a repacking process with the maximum delay 1x24 hours.

f.9. What are the common things that will delay the shipping process when you come directly to the Rayspeed Asia counter?

Here are a couple of things that will slow the process in the Rayspeed Asia counter;

  1. The sender is not the original owner of the item and does not understand/comprehend the content & the value of the item upon a confirmation with our counter team
  2. There is a shipment that contains prohibited items or cannot be delivered, thus we have to go through removal process of the item and repacking again
  3. The sender conducts the repacking process

f.10. What will accelerate the shipping process when you come directly to the Rayspeed Asia counter?

  1. The sender understands the content of the shipment as well as its values, or has prepared a list of items alongside its values
  2. Before coming to our Service Point counter, sender uses the SPEEDSHIP DROP & GO service at www.rayspeed.com, fill in the shipment data and choosing the DROP POINT option (ANTAR SENDIRI to Rayspeed Asia and write down the code RAY898xxxx which is acquired from the system)
  3. No repacking process

f.11. What will slow down the shipping process from other third parties (ojol or other courier)?

  1. The sender does not provide mobile phone number/WA that can be contacted or confirm by our team
  2. Upon confirmation from our team via WA, the sender does not fill in the requested data such as item name, quantity, item value, address and the recipient’s phone number.
  3. Requesting to change the packing due to item’s weight or dimension
  4. There is a shipment that contains prohibited items or cannot be delivered, thus we have to go through removal process of the item and repacking again
  5. The item arrives past the cut off time

f.12. What will slow down the shipping process by using Rayspeed Asia Drop Point Partner?

  1. The sender does not provide and or give the correct phone number/WA that needs to be confirmed regarding the shipping payment
  2. The sender does not complete the requested data in SPEEDSHIP DROP & GO system, such as address and the recipient’s phone number, item type and so on

g.1. Can I file a complaint to Rayspeed Asia?

  1. Complaint can be made to Rayspeed Asia through our Customer Service at 021-425 3456 or email to courier.cso1@rayspeed.com
  2. The maximum acceptance of complaint would be 5 days after the air waybill is issued

g.2. Can I submit a claim to Rayspeed Asia?

Claim can be made through email at claim@rayspeed.com for the maximum 5 days after the air waybill is issued and or 3 days after the shipment has been received.

g.3. What are the types of complaint and or claim?

  1. Damaged item (packaging & the content) that cannot be used by the recipient
  2. Missing item during the delivery process
  3. Incorrect delivery

g.4. What are the terms & conditions for complaint and or claim to be processed by us?

  1. Submitted by the sender/recipient that makes a shipping payment to Rayspeed Asia
  2. Submitted through email;
    1. Complaint is sent to courier.cso1@rayspeed.com with email subject: Complaint RAY898xxxx
    2. Claim is sent to claim@rayspeed.com with email subject: Claim RAY898xxxx
  3. Providing necessary data on the email such as;
    1. Damaged item (packaging and its content);
      1. Photo of shipping receipt
      2. Photo of the item condition upon its arrival (outside packaging and its content)
      3. Proof of payment for the shipment
    2. Missing item during the delivery process
      1. Photo of shipping receipt
      2. Photo of shipment tracking
      3. Proof of payment for the shipment
    3. Incorrect delivery
      1. Photo of shipping receipt
      2. Proof of payment for the shipment
  4. Make sure the cut off time is correct;
    1. Complaint: Maximum 5 days from the issued date of air waybill
    2. Claim: Maximum 3 days after the item has been received

g.5. What is the term & condition for shipment's insurance?

The shipment with the value of Rp. 1.000.000 (satu juta rupiah) or more has to be insured by the sender or the sender can request additional insurance to Rayspeed Asia team with the value of 0,35% or minimum of Rp.150.000 (seratus lima puluh ribu rupiah) for each shipment’s receipt.

g.6. How much is the value for claim in Rayspeed Asia?

  1. The insured item will be replaced via claim process to the insurance according to its terms & conditions
  2. For any items that are not insured, the liability from Rayspeed Asia is listed below;
    1. The cause of a damaged item (packaging & its content) happens because of errors from Rayspeed Asia, then the replacement is adjusted to the item’s value on shipment’s receipt and shipping cost or maximum for Rp.1.000.000 (satu juta rupiah) for every shipping receipt (Air Waybill)
    2. The cause of missing item happens because of errors from Rayspeed Asia, the replacement is adjusted to the item’s value on shipment’s receipt and shipping cost or maximum for Rp.1.000.000 (satu juta rupiah) and free of shipping cost (maximum Rp.250.000 - dua ratus lima puluh ribu rupiah)
    3. For incorrect delivery, Rayspeed Asia team will conduct re-delivery process to the correct address.
  3. The item that is not insured can only be claimed for one type (damaged item, missing item or incorrect delivery).
  4. he shipment that violates any terms & conditions from Rayspeed Asia, origin’s country regulations and or country of regulation will not be replaced at all.
  5. Rayspeed Asia will not accept complaint file and claim apart from the value of the shipment and its shipping cost (eg; lost of sales, stop production line cost, machine downtime cost, penalty)

g.7. Can my complaint & claim get processed?

Complaint and claim will not be processed with these conditions;

  1. Force majeure (natural disaster, earthquake, flood, airplane accident, riot)
  2. The changing customs policy & regulation in the origin sender’s country or country of destination
  3. The assessment result from custom officers in the country of origin or country of destination
  4. The sender provides a wrong data on the shipment’s receipt (such as; mismatched item’s value, name or category)
  5. The submission does not contain the original sender’s name nor the recipient’s name
  6. The improper packaging that is not secure for the shipment (e.g fragile item that uses cardboard box)
  7. The outer packaging is in good condition and or not damaged

g.8. How long is the complaint & claim process?

  1. Your complaint process will be responded by our Customer Service for the maximum of 3 working days via email or once when we fully receive your customer data
  2. Your claim process will be responded for the maximum of 14 working days based on the data completeness that has been received by our Claim team.

h.1. Weighing Data & Dimension Size

Final weighing data & dimension size that will be used for customer billing is the data in Rayspeed Asia service point

h.2. Proof of Delivery

The proof of delivery data from Rayspeed Asia can be found on tracking status at www.rayspeed.com

h.3. Rayspeed Asia official website & social media

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

Rayspeed Asia official social media is @rayspeedasia (Instagram, Facebook, Twitter, and TikTok)

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