Frequently Asked Questions

1. Sign Up: Register at app.collabshipping.com to obtain your unique Suite ID and Indian virtual address.
2. Shop Online: Shop across Indian e-commerce stores using your virtual address for delivery.
3. Package Arrival: Receive a notification when your package arrives at the CollabShipping facility.
4. Ship Request: Submit a ship request specifying your destination address.
5. Packing & Rate Calculation: CollabShipping consolidates and packs your items, then calculates the final shipping cost.
6. Payment & Dispatch: After payment, parcels are shipped via DHL, FedEx, UPS, or Aramex (5–8 working days delivery).

Shipping costs depend on package weight. You can estimate shipping rates using the CollabShipping Calculator

Please Note: Shipping charges exclude GST, VAT, or local import duties, which depend on the specific product and destination region.

If you encounter issues creating your CollabShipping account:

1. Clear your browser’s cookies and cache.
2. Update your browser to the latest version.
3. Attempt registration again via the Sign-Up Portal.
4. If issues persist, reach out via the Contact Us Page.

Upon completing registration, your personal suite number and Indian Virtual address details will be instantly accessible on your user dashboard alongside all necessary profile information.

When shopping on any Indian e-commerce site, enter your assigned virtual address as the Shipping Address using the following layout:

Name: [Your Full Name]
Address Line 1: # (Personal Suite ID), # FF-3, 1st Floor
Address Line 2: Municipal Market Commercial Complex
City / District / State: Ottapalam, Palakkad District, Kerala – 679101
Landmark: Opp. Maruti Suzuki Showroom
Phone Number: +91 7306523200

Important: Always verify that your Personal Suite ID is included in Address Line 1. Incomplete or incorrect address details will delay package processing.

To add or update shipping addresses:

1. Sign in to your CollabShipping account.
2. When your order is ready for dispatch, select the new address in the portal by clicking ‘Request Shipment’.
3. Alternatively, message support on WhatsApp with your order ID to request an address update.

• Cash on Delivery (COD): Cash on Delivery orders are currently not accepted.
• Package Security Inspection: Every package delivered to the facility is opened and inspected for security reasons.
• Personal Packages: You may send personal packages from home, provided all items strictly meet international shipping requirements.
• Pickup Services: CollabShipping does not currently offer a pickup service.
• International Shipments to Warehouse: International packages are accepted; however, the sender is responsible for customs clearance, duties, and taxes. CollabShipping cannot supply documentation for customs clearance.
• Package Receiving Hours: Packages are accepted at the facility daily between 10:00 AM and 06:00 PM IST.

Packages arriving without a name, missing or invalid suite number, mismatched details, or obscured label information are categorized as unclaimed.

• To assign an unclaimed package to your suite, contact the support team with valid documentation or proof of ownership.
• Unclaimed items held for longer than 90 days will be processed for abandonment.

• Free Storage: Packages include 20 days of complimentary storage, which extends to 30 days for membership customers.
• Late Fees: After the free storage period expires, an additional storage fee of ₹100 per day will accumulate for each package.
• Abandonment Threshold: Packages stored past 60 days without shipping instructions or customer response will be classified as abandoned under warehouse policy.

• ‘Action Required’ Tab: Shows packages where the customer needs to select or update a preferred shipping partner.
• ‘Kept at Hub’ Tab: Shows items awaiting consolidation with other incoming orders, items needing invoice or value verification, and any packages marked as Damaged or requested for Return/Exchange.
• Processing Timelines: Processing takes 2–3 hours for quick packaging or 5–6 hours for full item entry into your account. If a package does not appear in your suite after 24 hours, contact support.
• Delivery OTP Verification: If a delivery OTP is sent to CollabShipping’s phone, staff will handle collection. If sent to your phone or email, share it with support via WhatsApp.

• Damaged Tag: Applied when a package arrives at the facility in a damaged state. Contact the seller directly to resolve seller-side issues.
• Restricted Tag: Assigned to items that do not qualify for international shipping. These can be returned to the sender or delivered to a domestic Indian address.
• Special Tag: Applied to any liquid or semi-liquid products.
• Non-INR Invoices: Seller invoices issued in non-INR currencies are accepted, subject to terms. Contact support on WhatsApp for specific currency queries.

To exchange or return an item stored in your personal suite, send a message via WhatsApp with your order ID. If it’s allowed by your vendor we will facilitate the returns and exchanges.

Assisted Ordering is designed for customers who lack an account on Indian e-commerce platforms or encounter issues using international cards on Indian online stores. A dedicated agent purchases items from your chosen online store on your behalf, allowing you to shop from India without an Indian bank account or phone number.

Steps to Place an Order

1. Sign in to CollabShipping.com and navigate to ‘Assisted Ordering’.
2. Enter your item specifications and complete payment via your account wallet.
3. Once payment is confirmed, the team purchases the items and sends an update to your email.

Shipping & Delivery Workflow

1. Receive a notification once items reach the warehouse.
2. Submit a dispatch request with your intended delivery address.
3. The team consolidates, packs your items, and calculates final shipping charges.
4. Upon shipping payment confirmation, your parcel is handed over to the courier service.

Standard Fee: 5% of total order value, with a minimum charge of ₹200.

• Order Cancellation: Allowed as long as the team has not yet placed the order with the seller. Once processed, orders cannot be canceled.
• Seller Cancellations: If a seller cancels an order, a refund of the order total is issued, excluding the Assisted Ordering service fee (covering operational processing time). Notifications are sent via email or WhatsApp.
• Price Changes: The team will contact you to confirm any price changes. Differences are adjusted in your wallet balance.
• Out of Stock Items: The team contacts you to verify whether to proceed with remaining items or cancel the order entirely.
• Multiple Stores: Single orders containing products from multiple stores are permitted.

• Discrepancies: Returns/exchanges are permitted solely when there is an item discrepancy, subject to the individual seller’s return policy.
• Refund Processing Speed: Refunds credited to your Wallet reflect instantly; refunds issued back to original payment sources take 3 to 5 business days. Seller cancellation refunds are issued automatically upon seller credit.
• Delivery Speed: Determined strictly by the seller’s schedule.

An order may remain in ‘Processing’ status due to:

• Ongoing validation and verification by the inventory team.
• Payment processing issues encountered with the seller.
• Missing specifications (quantity, color, variant) or updated seller pricing.
• High order volume causing temporary processing backlogs.

Dispatch Timeline: Orders paid before 12:00 PM IST dispatch the same day; otherwise, dispatch occurs on the following business day (excludes Economy services).

Address Guidelines:

• Incorrect Name: Causes KYC mismatches, resulting in customs clearance holds.
• Incorrect Address: Leads to delivery failure or extra rerouting fees.
• Incorrect Phone Number: Prevents courier contact; reaching maximum failed attempts results in warehouse hold or return to sender.
• Domestic Delivery OTP: Domestic deliveries require OTP verification. Missing OTPs or invalid numbers result in returns at customer expense.

• Photos: Includes up to 2 free basic photographs sent via WhatsApp or email upon request. Additional photos and videos are available at extra cost.
• Gift Wrapping: Request by adding “Gift wrapping required” in your shipment request or messaging support on WhatsApp with your order ID.

These items cannot be shipped under international aviation safety laws and will be quarantined at the warehouse.

• 💨 Aerosols & Flammable Liquids: Perfumes, body sprays, deodorants, nail polish, hairsprays, paints, and alcohol-based sanitizers.
• 💰 Currency & Precious Metals: Gold/silver bullion, coins, currency notes, and loose precious gemstones.
• 🥩 Perishable & Animal Products: Fresh food, meat, dairy items, homemade perishable snacks, and unsealed food items.
• ⚠️ Hazardous & Illegal Materials: Explosives, fireworks, weapons, matches, power banks / loose lithium batteries, and illegal substances.

These items require special packaging, specific labeling, or quantity limits to comply with international customs regulations.

• 🌶️ Pre-Packaged Spices & Dry Foods: Must be commercially packaged, vacuum-sealed, and factory-labeled with ingredients listed in English. Unsealed homemade food items may be restricted depending on the destination country.
• 💊 Ayurvedic & Non-Liquid Medicines: Must be in original commercial packaging labeled in English, accompanied by a doctor’s prescription if applicable. Strictly no liquid medicines or unlabelled pastes.
• 🔋 Electronics with Integrated Batteries: Consumer gadgets with built-in, non-removable batteries (e.g., smartwatches, wireless earbuds) compliant with IATA air cargo regulations.

These items can be shipped internationally without special documentation or restriction.

• 👗 Apparel & Textiles: Sarees, lehengas, ethnic wear, cotton handlooms, curtains, bedsheets, and fabric rolls.
• 🪔 Home Decor & Handicrafts: Traditional brassware (Nilavilakku, Uruli), wooden artifacts, terracotta decor, framed art, and decorative lamps.
• 📚 Books & Stationery: Academic books, novels, journals, paper crafts, and office stationery.
• 👟 Footwear & Accessories: Shoes, handbags, belts, artificial fashion jewelry, and hair accessories.
• 📦 Dry Goods: Non-perishable consumer accessories, kitchenware, and stainless steel utensils.

Health supplements (tablets/capsules) and prescription medicines can be shipped to permitted countries under strict requirements:

Required Documentation

• Detailed Indian doctor’s prescription stating the medical reason.
• Original purchase invoice/bill.
• Copy of patient’s passport.
• Maximum 90-day supply limit.

Key Conditions

• Only branded items displaying manufacturer details, ingredients, MRP, and expiration dates are accepted.
• Liquids, syrups, and oils are strictly prohibited.

Shipping costs are calculated based on whichever is greater: actual weight or volumetric weight.

Volumetric Weight = (Length × Width × Height) / 5000 (with dimensions measured in centimeters)

• Free Storage: 20 days standard (30 days for members).
• Storage Late Fee: ₹100 per day after free storage expires (Day 31 onward).
• Payment Deadline: Payment must be completed within 7 days of link generation. Beyond 7 days, a late fee of ₹100 per day applies. Shipments remaining unpaid after 45 days are treated as abandoned.

Consolidation Fee: ₹50 per package when combining multiple items into a single parcel (e.g., 2 packages = ₹50; 5 packages = ₹200). Bundling saves up to 60–80% off standard international rates.

Special Handling (Liquids / Semi-liquids):

• 0.5 kg to 5 kg: ₹1,400
• 5 kg to 10 kg: ₹3,100

Domestic Liability Note: Domestic shipments carry no insurance; CollabShipping accepts no liability for damage or loss in transit.

• Commercial Clearance: Applies to shipments with a declared value exceeding ₹25,000.
• Fumigation Fee: Mandatory for wooden items exceeding 5 kg to issue international pest-free compliance certificates.

• Express Shipping: 3–6 business days.
• Economy Shipping: 10–15 business days.
• Standard Delivery Range: 5–8 working days.
• In-Transit Address Modifications: Address changes are strictly prohibited once a shipment is in transit.

Insurance Fee: Shipping insurance costs 3% of declared value + ₹500 processing fee.

If a package arrives damaged, complete the following steps:

1. Record Unboxing Video (Mandatory): Film a continuous, clear video as you open the parcel, showing external packaging and internal damage.
2. Contact Support Promptly: Report damage within 24–48 hours of delivery.
3. Submit Documentation: Provide the video, photos of damage, and supporting paperwork.

Customers are responsible for verifying import compliance. If a parcel fails clearance or returns due to prohibited items, the customer pays all return charges.

• Gateways: PayPal, RazorPay.
• Methods: Credit/Debit Cards, UPI, Netbanking.

The CollabShipping Wallet is a centralized balance for cashback, rewards, refunds, order cancellations, and price updates.

Usage: Applied toward ‘international shipping fees’ and physical ‘Assisted Ordering’ purchases.

• Top-Up: Funds can be added prior to placing Assisted Ordering requests.
• Balance History: Viewed under Profile > Payment History.
• Bank Transfer: To transfer “My Cash” to a bank account, contact contact@collabshipping.com.