Contact
Talk to
a real person.
Toll free on 1660-01-55555, Sunday–Friday, 09:00–18:00 NPT. In Nepali or English, from someone who can see where your parcel actually is.
- Toll free
- 12-minute target
- Nepali & English
- 12 walk-in branches
How to reach us
Four ways, and which one to use when
Choosing the right channel is usually the difference between a five-minute answer and a two-day one.
Head office
Udan Express Pvt Ltd.Tinkune, Ward 32
Kathmandu 44600
Bagmati Province, Nepal
- Hours
- Sunday–Friday, 09:00–18:00 NPT
- Saturday
- Closed — Nepal's weekend
- VAT
- 601234567
Before you write
If it is about a specific parcel, the tracking page answers most questions — including the reason a delivery failed, which is the thing people most often ring to ask.
Who handles what
Ask the right team and it moves faster
Every one of these is reachable on the same toll-free number — this is just what to ask for.
Customer support
Parcel status, failed deliveries, redelivery and address corrections. The largest team, and the one to call first.
Sales
New accounts, volume pricing, contract rates and 3PL. Bring your monthly volume and destination mix.
Accounts
Settlements, statements, invoices and bank detail changes. Bank changes need a second approver.
Operations
Escalations, route problems and anything where a parcel needs physically redirecting today.
Developers
API keys, webhook failures and sandbox questions. Include the request id from the response.
Careers
Applications for any role, at any branch. Branch hiring is decided locally.
What happens next
After you press send
No black hole, no automated reply that says nothing.
- 1
Routed to the right team
By the subject you chose, not to a shared inbox somebody eventually opens.
- 2
Acknowledged with a name
You get the name of the person handling it, not a ticket number alone.
- 3
Answered within a working day
Faster on the phone. If it needs investigation we tell you that rather than going quiet.
- 4
Escalated if it stalls
Ask for the operations manager. That is a normal request, not an unusual one.
Support
The person answering can see what dispatch sees
Most courier support is read-only: a script and a status field. Ours has the operational board, which is the difference between an apology and a resolution.
- One thread per parcel
- Follow-ups join the same conversation instead of opening a fresh ticket with no history.
- Can actually redirect a parcel
- An address correction made on the phone reaches the rider before the next attempt.
- Honest about what they do not know
- Including “the road is closed and we do not know when it reopens”.
Self-service
Most questions answer themselves
Not because we do not want to talk to you, but because a tracking page open at 11 pm beats waiting for nine in the morning.
- Every scan, in plain language
- Including the reason a delivery attempt failed.
- No login to track
- A recipient should not need an account with us to see where their order is.
- Promise date on the page
- So “is it late?” is answerable without calling anyone.
Book a pickup
You do not need to call us to get a rider
Pickups are booked in the merchant panel or the app in three taps. Phoning for a collection is slower than doing it yourself, and we would rather keep the line free for problems.
- Two-hour windows
- Booked by 11 am for same-day collection.
- Fixed daily slot at volume
- From 20 parcels a day, at no extra charge.
- Or drop off at a branch
- Twelve locations, later cut-off than pickup.
Branches
Twelve places you can walk into
Drop off a parcel, collect one, or sit down with a branch manager about an account. Branch decisions are made at the branch, which is usually faster than head office.
- Counter drop-off and collection
- With a later cut-off than scheduled pickup.
- Account questions in person
- Some conversations are simply faster face to face.
- Local hiring too
- Walk in with a citizenship copy and a licence and that is a real application.
Money questions
Settlement queries go to accounts, not support
Anything about a payout, a statement or a bank detail is handled by the accounts team, because they are the only people who can act on it — and because bank changes require a second approver.
- Bring the batch reference
- Every settlement has one, and it makes the conversation about thirty seconds long.
- Statements export to CSV
- Usually faster than asking us to look something up.
- Bank changes take two people
- By design. Account-change fraud is the most common way payouts get stolen.
Partnerships
Running vehicles, or want a branch in your town?
We contract transport operators on hill and far-western corridors, and we are open to branch partnerships in districts we do not yet own operations in.
- Transport partners
- Fixed schedules and agreed standards, measured monthly rather than raised only when something breaks.
- Branch partnerships
- For district towns where a local operator knows the ground better than we would.
- Email sales directly
- sales@udanexpress.com — with your routes, vehicles and volumes.
Merchants
Account holders have a faster route in
From inside the merchant panel, every parcel has a “report a problem” action that opens a thread already carrying the tracking number, the route and the event history.
- Context attached automatically
- Nobody has to read a tracking number over the phone.
- Growth accounts get a named contact
- Rather than whoever picks up.
- Enterprise gets an account manager
- One person who knows your routes and your seasonality.
Complaints
Tell us when we get it wrong
A complaint is more useful to us than silence and a quiet switch to another courier. Escalation to the operations manager is a normal request and it will not be treated as an unreasonable one.
- Named owner from the start
- Not a queue. One person is responsible for closing it.
- Same-day escalation
- Anything involving a lost parcel or a cash discrepancy goes up immediately.
- Fixed at the cause
- A repeated failure in one district is a route problem, and it is treated as one.
Media & general
Everything else also has an address
Press enquiries, supplier proposals, legal correspondence and anything that does not fit a category above.
- General: support@udanexpress.com
- Monitored during working hours and routed onward.
- Careers: careers@udanexpress.com
- For any role at any branch.
- Legal correspondence
- By post to Tinkune, Ward 32, Kathmandu, marked for the attention of the company secretary.
Questions
Contact questions
What people ask before picking up the phone.
What is the fastest way to get an answer about a specific parcel?
How quickly do you reply to messages?
Can I visit an office?
Who do I talk to about a large contract?
How do I make a complaint?
Still easier to just call?
1660-01-55555, Sunday–Friday, 09:00–18:00 NPT. Have the tracking number ready and it will be a short conversation.
Tinkune, Ward 32, Kathmandu · support@udanexpress.com