FAQ

Currently, we do not offer physical packing services. All items must be properly packed by the sender before pickup or drop-off.

Yes.

• Dry or packaged foods must be airtight sealed.
• No raw, cooked, or perishable food is allowed.
• Items should be packed to avoid leakage or contamination.

It can be used as long as they are clean, undamaged, and strong enough to protect the contents during transit.

Yes. Please securely seal your parcel with strong tape. Packages that are not properly sealed may not be accepted.

Length – Up to 6 feet (Horizontal placement)

Width – Up to 2 feet (Horizontal placement)

Height – Up to 2 feet (Vertical placement)

Yes, we offer secure packaging materials (Courier Bags).
These materials can be purchased by contacting your Account Manager or by calling our general sales line at 074 382 2808.

Poorly packed items may be refused at pickup or could be damaged during transit. Citypak is not responsible for damages caused by improper packaging.

Use bubble wrap, sturdy boxes, and ensure items do not shift inside. Add “FRAGILE” labels for identification

Yes, once your package is registered in our system, a tracking label will be generated.
Please print and attach this label to your package before handing it over to Citypak.

For walk-in and ad-hoc clients, a shipping label will be provided by Citypak staff to be filled out and attached to the package.

The maximum weight per package is 50 kg. As long as each individual package, box, or crate weighs less than 50 kg, there is no weight limit for the total shipment. Custom solutions can be arranged for heavier deliveries with prior notice. Please contact your account manager or our customer service team for more information.

Yes. All B2C deliveries include SMS notifications to keep recipients updated on the delivery status.

No, Tracking requires a valid tracking number.

Yes, tracking is available for all types of shipments, including standard, same-day, and international deliveries.

If your tracking status hasn’t updated in 24 hours, contact our customer support team for assistance.

Hotline : 011 769 7000
Email : 070 306 1345
WhatsApp: 070 306 1345

• First Mile – Received Scan – The package has been received at a Citypak branch or pickup point and entered into the system.
• Out for Delivery – The package is with a courier and will be delivered soon.
• Delivered – The package has reached the recipient.
• Failed Attempt – Delivery was attempted but not successful. Contact support to reschedule.

Contact customer support immediately with your tracking number and details, and we will begin an investigation.

Currently, tracking updates are only provided via SMS. (Conditions apply.)

For Walk-in / Ad-hoc Clients:

• Cash payments can be made by the shipper at the time of handing over the package, or by the recipient upon delivery.

Account Clients:

• COD Clients:
  The courier fee will be deducted before the COD collection is settled.
  Please refer to Question No 2 for more details.
• Prepaid Clients:
  A credit period may be granted, subject to a credit evaluation.

*Please note – Payment terms may vary based on the service agreement.

Daily Settlements:
Processed on the next working day after the branch completes its End of Day (EOD) process.

Weekly Settlements:
Cash collected from Wednesday to Tuesday will be processed on the following Wednesday.
Note: If Wednesday is a public holiday, processing will take place on the next immediate working day.

You can make a payment via bank transfer or cheque.
Please note that dated cheques are not accepted.

Yes, if you are a registered COD client, you can log in to the Client Panel to access your COD settlement details.
Please note: This feature is available exclusively to COD customers.

Log in to Client Panel : https://m.citypak.lk/signin

Yes. COD collections are typically accepted for amounts up to a maximum of LKR 100,000 per shipment, depending on the item type and delivery location.

All COD payments are recorded in your client panel, with downloadable reports available for reconciliation purposes.

Volumetric weight represents the weight assigned based on the space occupied by the package. You can calculate the volumetric weight using the following formula:

Volumetric Weight = Height x Width x Length (In CM) / 5,000

The recipient can pay cash upon package delivery. Citypak will collect the cash amount specified on the waybill and remit it to the merchant based on the agreed settlement schedule.

Please note:

• The total amount to be collected from the recipient must be clearly indicated on the waybill.
• Citypak will not collect any additional charges beyond the specified amount.

If there is a delay, please contact our Customer Service team with the tracking number for prompt verification and resolution.

Hotline : 011 769 7000
Email : customerservice@citypak.lk

Yes, a minimal handling fee applies. Please contact our sales team to get the full fee structure based on your volume and service type.

Please contact our Customer Service team or your Account Manager via email or phone with your updated bank information.
Verification may be required for security purposes.

Hotline : 011 769 7000
Email : 070 306 1345

Yes, subject to terms and conditions.
Please contact your Citypak Account Manager to update your billing cycle. Kindly note that additional charges may apply.

Yes. We support:

• Shopify plug-ins
• WooCommerce plug-ins
• Custom API integrations for other e-commerce platforms

Yes. We offer multi-user access, so your team members can manage tasks according to their roles.

Citypak uses encrypted connections and secure login protocols to ensure all client and transaction data is protected.

Please refer to the client panel video below for step-by-step instructions.

Citypak Client Panel Training – PART 01

Citypak Client Panel Training – PART 02

Register via our website. Submit your business details, and our support team will assist you with the onboarding process.

Yes. Users can export:

• Shipment reports
• COD payment summaries
• Delivery performance analytics

Yes. The platform is fully responsive and can be accessed via mobile devices for convenience on the go.

Yes. You can create pickup requests, schedule times, and even assign pickup locations directly through the panel.

Packages can be relocated if the new delivery address is within a 5 km radius of the original address, subject to the current status and location of the package.
Please note that this may cause a delay in delivery.

Kindly follow the guidelines below to request an address change:

• Account holders – Open a support ticket via the client panel.
• Walk-in / Ad-hoc Customers – Contact our Customer Service Hotline.