This Delivery Policy explains how international shipments booked through Goorita Send, operated by PT GooSend Andalan Semeru, are picked up, processed, delivered and tracked.
1. Service Coverage
Goorita Send ships parcels from Indonesia to the destination countries available on our rate checker. The services, rates and delivery times available to you depend on the shipping route, the destination country and zone, and the weight and dimensions of your parcel.
2. Placing an Order
Check the rate and choose a service.
Enter the sender and recipient details, the items in the parcel and their values. Then upload supporting documents such as a commercial invoice or packing list, if required.
Review the order, accept the Terms & Conditions and pay within 24 hours.
Your order is processed only after the payment is confirmed.
3. Pickup and Drop-off
Parcels can be picked up by our courier or dropped off at one of our counters or hubs.
Pickups take place on the pickup date shown on your order, between 09:00 and 17:00 local time. Please make sure the parcel is packed, labelled and ready.
Pack items securely so they can withstand handling during international transport.
4. Estimated Delivery Time
Each service shows its delivery time (SLA) when you check rates, for example "3 - 5 Days". The estimated delivery date range is shown on the checkout page and on the payment page. It is counted in calendar days from the pickup date.
Delivery dates are estimates, not guarantees. They may change because of:
Customs clearance, inspection or quarantine in Indonesia or the destination country;
Unpaid import duties or taxes at the destination;
Public holidays in Indonesia or the destination country;
Weather, flight or transport disruptions, or other force majeure events;
An incomplete recipient address, or a recipient who cannot be reached.
5. Chargeable Weight
The chargeable weight is the higher of the actual weight and the volumetric weight (length × width × height in cm ÷ 5,000), rounded up to the next kilogram. Every parcel is weighed and measured at our hub:
If the chargeable weight is higher than declared, an adjustment invoice must be paid before the parcel is shipped.
If it is lower, the difference is refunded to your account balance in line with our Refund Policy.
6. Customs, Prohibited Items and Documents
You must declare the contents and value of every item accurately and completely. Incorrect declarations may lead to delays, fines, seizure or return of the parcel.
Items that are prohibited or restricted by Indonesian law, by the destination country or by airlines cannot be shipped. Examples include flammable or hazardous materials, narcotics, weapons, cash and loose lithium batteries.
Some items need additional documents or permits. Our Permit and Border Service add-ons can be added to your order where available.
Supporting documents can be uploaded during checkout. You can upload up to 5 files at a time, 4 MB per file and 25 MB per order.
7. Duties and Taxes
For DDP (Delivered Duty Paid) shipments, the duties and taxes are included in the price you pay. For all other shipments, import duties, taxes and customs charges in the destination country must be paid by the recipient. The parcel may be held until they are paid.
8. Shipment Insurance
You can protect your shipment with the optional AXIA Insurance add-on at checkout. Claims for lost or damaged parcels are handled in line with our Refund Policy.
9. Tracking
You can follow your shipment on the Track Package page. Enter your order ID or tracking number, together with the last 4 digits of the sender's or recipient's phone number. Logged-in customers can also follow every shipment from their dashboard. Tracking updates include pickup, hub processing, export clearance, departure, arrival at the destination, destination customs, out for delivery and delivered.
10. Failed Delivery and Return to Origin
If the recipient cannot be reached, the courier makes a second delivery attempt. A parcel that still cannot be delivered, is refused by the recipient, or is rejected by customs may be returned to the sender ("Return to Origin"). Any re-delivery, storage, duties or return shipping costs are charged to the sender.
11. Contact Us
For questions about a shipment, please contact our Customer Service using the contact details shown on this page.