Answers,
not ticket queues.

Enter the tracking number on the track page. No account, no login — a recipient should not have to register with a courier to see where their own order is.

Thirteen characters beginning UDN, then the two-digit year, then eight letters and numbers — for example UDN26H4K2M9QP. It is on your booking confirmation and printed on the label.

Usually not. Long gaps are normal on hill and far-western routes, where a parcel can be on a scheduled service for several days between scans. If the gap has passed your promise date, call the toll-free line with the tracking number and support can see exactly where it stopped.

A rider went to the address and could not hand it over. The reason is on the timeline — recipient unavailable, phone switched off, wrong address, or a request to deliver another day. We try three times before returning it.

Yes. The recipient gets an SMS with the tracking link and, on COD orders, the exact amount to have ready. That single message removes most of the “where is it” traffic from your support team.

Zone base rate for the first kilogram, plus each further whole kilogram at the zone rate, times the service multiplier. Then surcharges, then any contract discount, then 13% VAT applied last. The calculator shows every line.

Chargeable weight is the greater of actual and volumetric weight (length × width × height ÷ 5,000). A box of cushions weighs two kilograms on the scale and forty in the van, and the van is what costs money.

4.5% of the freight subtotal, reviewed monthly against the Nepal Oil Corporation diesel price. When it changes we publish the new figure before it applies rather than folding it quietly into the base rate.

Around 200 parcels a month is where a contract rate makes sense for both sides. It is applied to the subtotal before VAT — which is worth 13% more to you than a discount applied after it.

No. If it is not on the quote it is not on the invoice. The full list of possible surcharges is published on the rates page.

Book a reverse pickup and a rider collects from your customer’s address and brings it back to you. It stays attached to the original tracking number with the reason recorded, so your returns data is actually usable.

The return leg is charged as a separate movement at the standard rate for that route. You are never charged the COD handling fee on an order whose money was never collected.

After three failed attempts, or after ten days on hold, whichever comes first. Both are visible on the tracking page as they happen, so a return is never a surprise.

The rider records the condition at collection, and where the merchant asks for it, photographs it. That settles most condition disputes before they start.

Basic liability covers up to Rs 5,000 of declared value at no charge. Above that, declared-value cover is 1.2% of the value with a Rs 25 minimum, quoted as its own line so you can see exactly what the cover costs.

Report it within seven days of the delivery date or the failed delivery, with the tracking number and photographs where relevant. You get a decision in writing within fifteen working days.

Cash, precious metals, undeclared electronics, and anything on the prohibited list. Under-declaring the value to save the surcharge also caps what you can claim — it is a false economy on a single loss.

The same process. The rider records the condition at the door, and where a recipient refuses a visibly damaged parcel that is captured as the reason, which usually resolves the claim quickly.

Yes — a versioned REST API for creating parcels, quoting rates, tracking and receiving webhooks, with a sandbox that runs the same code as production. API keys are created in the merchant panel.

Not yet; it is on the roadmap. Until then the REST API is a straightforward integration, and the bulk CSV importer covers teams without a developer entirely.

Retry with the same Idempotency-Key header and you get the parcel the first request created, not a second one. On money-moving endpoints the header is required rather than optional.

An HMAC-SHA256 signature over the raw body, in the X-Udan-Signature header. Verify it with a constant-time comparison before trusting the payload.