FAQ and shipping rules
How to quote and arrange a shipment, what documents you need, what you can and can't send, how tracking and customs work. If you're unsure about a specific item, send a description and we'll check before shipping.
Preparing and quoting a shipment
How to estimate the cost and get a shipment ready.
How do I estimate the cost?
Use the calculator on the home page or a service page: enter the destination, shipment type, weight and dimensions to see a preliminary price. CDEK staff confirm the exact amount at drop-off.
Why is the quote preliminary?
The final cost depends on the actual and volumetric weight, the contents and the destination's terms — these are checked when the shipment is accepted.
What are actual and volumetric weight?
Actual weight is what the shipment weighs on the scales. Volumetric weight accounts for the size: Length × Width × Height ÷ 5000. You pay for whichever is greater.
How do I measure a box?
Measure the length, width and height of the outer sides in centimetres, at the widest points. Enter these into the calculator for the volumetric weight.
When does volumetric weight apply?
When the volumetric weight is greater than the actual weight — for example, for light but bulky shipments. The charge is then based on the volumetric weight.
Can I ship without exact dimensions?
For a preliminary estimate you can enter approximate dimensions. Exact size and weight are measured at drop-off and determine the final cost.
Where can I see Express, Documents and Business rates?
On the service pages: each has a rate table and a calculator with the shipment type pre-selected. The links are below this block.
Can I request a pick-up?
Yes, a courier can collect the shipment from your address; a manager confirms the pick-up terms and cost in a messenger.
How do I describe the contents?
State the exact name, composition or model, quantity, value and purpose (personal or commercial). A correct description is needed for the waybill and customs.
What you can and can't send
Three groups: usually fine after a standard check, requires a prior check, not accepted. Whether an item can be shipped always depends on the goods, quantity, value, destination and paperwork.
Usually fine after a standard check
- Personal belongings
- Clothing and footwear
- Paper documents
- Ordinary non-food goods
- Permitted store purchases
Shipping still needs a check of the contents, quantity, value and destination — we don't promise “definitely allowed” without a check.
Require a mandatory prior check
These categories may require permits from the relevant Thai authorities or special transport conditions. Whether they can be shipped, and on what terms, depends on the specific item, quantity, destination and paperwork.
Not accepted for shipping
- Narcotics and illegal substances
- Weapons, ammunition and explosives
- Dangerous substances not allowed for the chosen transport
- Counterfeit money and documents
- Counterfeit goods
- Illegal materials
- Protected species and goods banned under CITES
This list is not exhaustive. Whether an item can be shipped is confirmed after checking the specific goods, route and paperwork.
We'll check your item before shipping
Unsure about a specific item? Send the details in a messenger — we'll tell you whether it can be shipped and on what terms.
What to send:
- Exact name
- Composition or model
- Quantity
- Weight and dimensions
- Value
- A photo of the packaging
- Destination country and city
- Purpose: personal or commercial
Documents and customs
The set of documents depends on the goods and the route. Final requirements are set by the carrier, the broker and government authorities.
What documents might an individual need?
Usually a correct description of the contents in the waybill is enough. Goods from restricted lists may need permits; in some cases the sender may be asked to explain the contents of the shipment — we'll advise at drop-off.
What documents might a business need?
An invoice or proforma, packing list, sender and recipient details, a contract, payment confirmation, certificates or declarations may apply — depending on the goods. The exact set is determined after a check. See the Business page for more.
How do I describe the contents correctly?
Describe the item accurately and fully: name, composition or model, quantity and value matching the actual contents. An inaccurate description can delay processing.
When are certificates, declarations or permits required?
For goods in restricted categories and commercial batches — depending on the item, quantity and route. A manager tells you whether a document is needed after a check.
Who sets the final set of documents?
Final requirements are set by the carrier, the customs broker and government authorities. CDEK Thailand helps prepare the data and coordinates the process but does not replace their decisions.
Why can a shipment be delayed at customs?
Customs timelines depend on the contents, the paperwork and the work of government authorities. A delay doesn't always mean a problem; we can't influence customs timelines.
Can customs clearance be guaranteed in advance?
No. We help arrange and prepare the paperwork correctly, but the release decision is made by customs and government authorities. Clearance and timelines can't be guaranteed.
Timing, tracking and receiving
How to check a shipment's status and what affects the timing.
What affects the delivery time?
The destination and transport mode (air or sea), customs, flight schedules and public holidays. The times on service pages are preliminary estimates, not a guarantee.
Where do I track a shipment?
By tracking number in the official CDEK tracking — the link is in the site header. It always shows the latest status.
When do I get a tracking number?
The tracking number is issued after the shipment is registered at the office. Use it to follow the status along the whole route.
How does the recipient receive it?
At a CDEK pick-up point with an ID or by courier to the door — depending on the service and destination. The method is confirmed at drop-off.
Is door-to-door delivery available?
Door-to-door delivery is available for parcels — the rate is slightly higher than to a pick-up point. Details and prices are on the Express page.
What if the status doesn't change for a while?
Sometimes the status doesn't update during customs or between stages — that's normal. If you're still concerned, message us with the tracking number and we'll check.
How do I check storage terms?
Storage terms for outgoing parcels are on the Express page. A manager can advise on your specific case in a messenger.
What if there's damage or a shortage?
Tell us as soon as possible with the tracking number, a description and photos. We'll help look into it and advise on the steps for your specific shipment.
Offices and contact
How to visit and how to reach us. Addresses, phones and hours are on the Contacts page.
Where are the offices?
In Bangkok — at Udom Suk and Silom. Addresses, hours and maps are on the Contacts page.
Can I come without an appointment?
Yes, come during opening hours. If you'd like us to be ready for a specific matter, message us in advance.
How do I check holiday hours?
Holiday hours may differ — before visiting we recommend checking them in a messenger.
Which contact channel should I use?
The fastest is a messenger: WhatsApp, Telegram or LINE. Phone and email are for calls and correspondence. All channels are on the Contacts page.
Can I get help in Russian, English and Thai?
Yes, we help in Russian, English and Thai.
CDEK Forward and product sourcing
These are different services — a short note on each, details on their own pages.
CDEK Forward
CDEK's official platform for buying from foreign online stores: an overseas address, a personal account, parcel consolidation. Registration, rates and terms are on the official platform; we help you get started.
Learn moreProduct sourcing
Local help: find a product or supplier in Thailand, clarify the price and terms, help with the purchase and delivery. Terms are agreed individually.
Learn more