FAQs

GENERAL
a. Is J&T Express a registered company?
    -  Yes, J&T Express entered the Philippine express market in August 2018, originally from Indonesia. The
company is committed to expand its networt across Southeast Asia. As of today, we have been established in
Indonesia, Malaysia, Vietnam, Thailand and now in the Philippines.

b. To which destinations am I able to ship with J&T Express?

    -  Our company has branches nationwide. J&T Express has an extensive network that supports delivery
services intercity, inter-province, and across the island.

c. What are your office hours?

    -  Our company operates daily, including weekends and holidays. Office hours are from 8:30am to 5:30pm.
Our hotline is available 24/7 at (02) 8911-1888 for any inquiries or concerns.

BOOKING & COLLECTION

a. Where can I place my bookings for pick-up?
- You can send your bookings through our 3-Service Platforms; website, mobile   application and 24/7 hotline.
- For 24/7 hotline, we are catering bookings for pick-up for Shopee and VIP only.
- For mobile application, customers may book through our APP and proceed to the nearest branch for drop-off.

b. What are the list of charges for the services I use?

- List of charges are the Shipping Cost, Value-Added Service Fee, Cash on Delivery (COD) Fee, Value Added
Tax (VAT) and other charges (if any).

c. What payment methods are supported by J&T Express?

- Mode of payments at present are Cash transactions, Cash on Delivery (COD) & Monthly Payment for VIP.

TRACKING
a. How can I track the status of my package?
- You can track your packages by using our service platforms: website, mobile app and 24/7 hotline. Monitor your
package in real time via these platforms

PACKAGING
a. Should I package my shipment?
-  Yes. But if package needs enhancements, our Courier will advise.

b. What is the best way to package my shipment?

- All items should be packed carefully before the rider arrives to pick up your shipment.
- Materials such as bubble wrap, styrofoam or styroflakes help to make sure that  your package is shock
resistant.
- Customers may also avail of our J&T boxes to be paid separately from the shipping fee. 

We have four sizes of boxes: 

    Php 30 for extra small box (30x24x15cm) that can carry 3 to 4 kilograms of items.
    Php 40 for small box (36x27x18cm) that can carry 4 to 5 kilograms of items.
    Php 50 for medium box (46x30x23cm) that can carry 6 to 9 kilograms of items.
    Php 80 for large box (60x36x32cm) that can carry 10 to 12 kilograms of items.

*prices may change without prior notice

SHIPPING
a. Are there any limitations on the goods that I can send via J&T Express regarding weight
and dimensions?
         -  Yes, we only accept up to 50 kilograms maximum on the weight of the package. For express shipments,
items with length of more than 1.5 meters on one side will not be accepted.

b. Are there restrictions on the goods that I can send via J&T Express?
1. -Yes, Here is a list of restricted items for shipping:

a.) Dangerous goods & biological reagents such detonators, gunpowder, firecrackers, gasoline, alcohol,
kerosene, Tung oil, lacquer, matches and pesticides;
b.) Narcotic drugs and psychotropic substances, such as opium, morphine, cocaine, etc. 
c.) Items prohibited by circulation or delivery by national laws, such as arms, tobacco, currency, antiques,
gold and  silver jewelry, precious metals; 
d.) Perishable items such as fresh meat and fresh fish; 
e.) Various reactionary newspapers and magazines, publicity materials and obscene or indecent articles; 
f.) Specimens of various living animals, liquids and various animal corpses; 
g.) Other items that are prohibited by law and inappropriate packaging materials.

c. Which measurements do I need to provide for my package?

         - Kilograms (kg) in weight & centimeters (cm) in dimensions
- Weight Calculations are based on the actual weight of the package versus the volumetric weight,
accounted whichever is higher.

d. What is volumetric weight?

1. - Volumetric weight, sometimes also called "dimensional weight”, is a billing technique which takes into
Account the length, width and height of a package.
a.) Length: measure first left to right; 
b.) Width: measure front to back; 
c.) Height: measure top to bottom.

e. Should I send fragile items?

        - Yes, but our Courier will advise if it needs enhancements on packaging as we label all our fragile item
shipments for proper handling.

f. How do I label my package?

           - We will provide an Air Waybill (AWB) or Electronic Waybill (E-waybill). Please make sure to provide all
details correctly. Errors or mistakes can cause delays.

CLAIMS
a. Do you offer insurance?
    -     For the safety of express mail, J&T Express provides a value-added service, which is a special service for
express mail. The value-added fee is 1% of  the declared price of the item (according to the invoice of the item) 
          
          E.g.: If item price is P1,000.00 - then the value added fee is P1,000.00 x 1% = P10

b. In which situations can I file for a claim?

    -   If a shipment is received in good condition, it is not possible to submit a claim. In the case of loss or
damaged shipment delivery, it is essential that you mention the damaged state of the package on the manifest
when receiving the goods. Also: take photos for proof.

c. How can I submit a claim for loss and damage?

    - All claims must be sent by mail thru customerCA@jtexpress.ph or reported through our 24/7 hotline ((02)
8911-1888) of J&T Express.

d. Within what time period should a claim for delayed, loss or damage be filed?
    - Claims are valid depending on the following accepted conditions:

                1.)    Loss complaint 

                         Time Limit：Within the time limit of the request (within 30 days from the date of the
shipment.)

                2.)     Damage complaint

                          Time Limit：Within the time limit of the request (scheduled within 7 days from the date of
notification of the damage.)

RESTRICTED ITEMS

 Battery and Electronic Products. All Kinds of Battery and Electronic Products (Such as
household batteries, power banks, cellphone, camera, and table is allowed.

 Currencies. All Kinds of Currencies (Such as Old Coins and bills, and Play Money (Only
Blank Cheques is Allowed)
 Environmental Items. All forms of Environment Items (Such as corals, shells, pebbles,
starfish, driftwoods. (Only Succulent Plant for VIP is allowed)

 Liquid Items. Liquid items less than 150ml can be placed in J&T pouches provided that
they are placed in a box with at least 2 rounds of bubble wrap. All liquid more than 150ml
cannot be placed in J&T pouches. (More than 150ml liquid must placed in a box).
 Dry Ice, Perfume, Fragrance, Essential Oil, Cooking Oil. Commercial original
packaging can be accepted and sent, if not, we cannot accept.

PROHIBITED ITEMS
 All Coercion Items. All Coercion Items (Such as dagger, hunters knives, switch knives,
edged sharp knives, crossbows, spears, axes, tear gas, electric shock, electric shock,
handcuffs)
 All Forms of Gases. All forms of Gases Flammable, Non Flammable, and Toxic Gases
(Such as Acetylene, butane, propane, refrigerant gases, Compressed oxygen, carbon
monoxide, fire extinguisher with compressed gas and liquefied gas, fertilizer ammoniating
solution, Carbon monoxide, nitric oxide, chlorine gas, oil gas, mercury and cyanid)
 Explosive Materials / Items. All Explosive Articles (Such as firearms, any forms of gun,
ammunition, blasting equipment, firecrackers, electric Ignition etc.)
 All Forms of Flammable Liquid. All forms of Flammable Liquid (Such as Gasoline, item that
contains gasoline, diesel, kerosene, gear and motor oil, acetone, paint and paint-related
materials
 All Forms of Flammable Solid. All forms of Flammable Solid (such as Coal (Activated
Carbon), matches (Phosphorus), sawdust, coconut shells, sulfur, Yellow phosphorus, white
phosphorus, titanium powder, Alkali metals, potassium and lithium, sodium
 All Forms of Oxiders and Organic Peroxide. All forms of Oxiders and Organic Peroxide
(Such as Ammonium perchlorate, Sodium peroxide, potassium and lead peroxide
 All Forms of Toxic and Infectious Substances. All forms of Toxic and Infectious
Substances (Such as Mercury, motor oil, bleach battery acid, toilet bowl cleaner, pesticides,
Bacteria, fungi, viruses, parasites etc.
 All Forms of Radioactive Materials. All forms of Radioactive Material (Such as Uranium,
Radium, Alpha Radiation, Polonium, Cobalt etc.
 All Forms of Corrosives. All forms of Corrosives (Such as Acids/acid solutions, Batteries,
Battery fluid, Fuel cell cartridges, Dyes, Fire extinguisher charges, Hydrochloric acid, Sulfuric
acid, etc
 All Forms of Illegal Drugs. All forms of Illegal Drugs (Such as Morphine, Heroin, Codeine,
Sedatives, Marijuana, Nicotine, Cocaine, Methamphetamine, Crack, Uppers, Marijuana, ,
Mescaline, Psilocybin
 Tobacco and Cigarettes. All forms of Tobacco and Cigaretes (Such as Cigarettes, Cigars,
Little Cigars (Cigarillos), Waterpipes (Hookah, Shisha, Narghile, Argileh), Chewable
tobaccos.
 Liquor or Alcoholic Beverages. All forms of Liquor or Alcoholic Beverages (Such as Gin,
Whiskey, Beer, Ale, Brandy, Applejack, Rhum, Baijiu, Pijiu, Soju, Sake, Arak, Vodka,
Cognac, Tequila, Mead, Okolehao, Wine. Basi, Lambanog, Tuba, Tapuy, Bignay, Strawberry
wine, Calamansi Wine, Mango Rhum, Cacao Liquor, Coffee Liquor, Salted Caramel Wine.
 Negative Propaganda. All forms of Negative Propaganda (Such as Building a mental or
false image, creating a false dilemma, Name calling, misinformation, inflammatory language,
slanderous and libelous language.
 Perishable Goods. All forms of Perishable Goods (Such as such as meat and meat by
products, fish and seafood, poultry products, dairy products, fruit and vegetables, flowers,
pharmaceutical products, and chemicals.

TERMS OF DELIVERY

1. The sender must pack the package properly in order to protect the goods inside
during the delivery process. If any loss or damage arise due to improper packaging,
the loss or damage is the responsibility of the sender.
 
2. The weight that is used as a reference in billing is the actual weight or dimensional
weight that has a greater value. If there is a weight increase caused by an additional
packaging process carried out by J&T Express, then that would be the standard of
the delivery cost.
 
3. The sender must accurately declare the content and value of the package.
Inaccurate declaration of information regarding the package is entirely the
responsibility of the sender.
 
4. J&T Express prohibits the delivery of items such as corpses or its parts, living or
dead animals, drugs, weapons, ammunition, flammable materials, high-value non-
aesthetic or aesthetic items, and other items prohibited and restricted by the
government.
 
5. J&T Express has the right but is not obliged to check the package in ensuring that
the goods sent do not violate the applicable law. If without the knowledge of J&T
Express, the sender sends the items that are prohibited and restricted, the sender
hereby frees J&T Express from all damages, losses or other costs and demands
from any party.
 
6. During the delivery process, J&T Express cannot guarantee that the entire
delivery will take place smoothly and appropriately. Unforeseen events may arise
beyond the ability of J&T Express from all damages, losses or other costs and
demands from any party.
 
7. If there is no complaint from the recipient when the item is delivered, the delivery
is deemed to have been received properly and in good condition without any
problem.
 
8. Any complaints/claims for loss or damage must be submitted by the sender, and
not the recipient. This must be accomplished no later than 7 (seven) days after the
item is received, as shown on the receipt and/or other related documents.
 
9. Items and parcels that have not been claimed or have not been returned after a
duration of 6 months become the property of J&T Express. J&T Express reserves
the right to dispense with parcels as needed.
 
10. In addition to the agreement or written terms and conditions on this receipt, J&T
Express cannot be prosecuted and burdened with an agreement or other legal basis
except with a written agreement approved by the person in charge of the authorized
J&T Express.
 
11. When handling over goods to J&T Express, the sender is deemed to have read,
understood, and agreed to all delivery terms and conditions stated on this receipt
without any coercion from any party, as well as freeing J&T Express from all
demands or form of compensation.
 
12. Any court action arising from this contract, the same shall be brought in the
proper court of Taguig City to the exclusion of all other courts.

 J&T EXPRESS TERMS AND CONDITIONS

 
These Terms and Conditions of service constitute a legally binding
contract between "J&T Express" and "Sender".
When availing of J&T Express’ delivery services you as the “Sender”,
agrees, on your behalf and on behalf of the “Recipient” or of any one
who with an interest in the delivery that the following Terms and
Conditions will apply.
These Terms and Conditions are published both in print and
electronically on the website www.j&texpress.com.
J&T Express reserves the right without giving reasons to refuse a
delivery. A refusal of delivery for whatever reason, can never give rise
to any claim for damages by the Sender in respect of J&T Express.
J&T Express’ liability is strictly limited to direct loss and damage to a
parcel only. All other types of loss or damage are excluded (including
but not limited to lost profits, income, interest, future business),
whether such loss or damage is special or indirect, and even if the risk
of such loss or damage was brought as filed complained to J&T
Express.
 
I. PACKING:
1. The sender must pack the package properly in order to protect the
goods inside during the delivery process. If any loss or damage arrive
due to improper packaging, the loss or damage is the responsibility of
the sender.
2. J&T Express has the right to open and inspect a parcel without
notice for safety, security, customs or other regulatory reasons. At the
same manner J&T Express is not obliged to check each package in
ensuring the goods sent do not violate the applicable law.
If without the knowledge of J&T Express, the sender sends the items
that are prohibited and restricted, the sender hereby frees J&T
Express from all damages, losses, or other costs and demands from
any party and even by laws of the country.
3. The sender must accurately declare the content and value of the
package, inaccurate declaration of information regarding the package
is entirely the responsibility of the sender.

II. PRICING:
1. The weight that is used as reference in billing is the actual weight or
dimensional weight that has a greater value. If there is a weight
increase cause by an additional packaging process carried out by J&T
Express, then that would be the standard of the delivery cost.

III. DELIVERY SERVICE:

1. During the delivery process, J&T Express cannot guarantee that the
entire delivery will take place smoothly and appropriately. Unforeseen
events may arise beyond the control of J&T Express in respect to
transportation (i.e. Natural Disasters), in which J&T Express will not
provide compensation for any loss and/or damage.
2. If there is no complaint from the recipient when item is delivered,
the package is deemed to have been received properly and in good
condition without any problem.
3. J&T Express prohibits the delivery of items such as corpses or its
parts, living or dead animals, drugs, weapons, ammunition, flammable
materials, high value non-aesthetic items, and other items prohibited
and restricted by the government.
4. When handling over goods to J&T Express, the Sender is deemed to
have read, understood and agreed to all delivery terms and conditions
stated in this agreement without any coercion from any party, as well
as freeing J&T Express from all demands or forms of compensation.
 
IV. CLAIMS:
1. Any complaints/claims for loss or damage must be submitted by
the sender, and not by the recipient.
2. The complaint form for lost goods must be accomplished no later
than 30 days from the date the Sender handed over the parcel to J&T
Express for delivery; and for damaged goods, complaint must be filed
within 7 days upon receipt of the parcel.
3. J&T Express does not provide an “All Risk” coverage, hence,
maximum cost for claims for document is at Php500.00 and Php30,
000.00 for non-document parcel.

V. LIMITATIONS OF LIABILITIES:
1. J&T Express liability for damage, loss, or delay shall be as follows:
    A. For Lost or Damaged with Declared value: Limited to Goods
Value declared on the official receipt and Freight fee only.
    B. For Lost or Damaged without Declared Value: Limited only to
Freight fee only regardless the value of goods.
    C. For Successful Delivery with Damaged item: Limited only to the
declared value of Goods based on the official receipt.
    D. For Partial Damaged item: Limited only to the declared value of
Goods divided by the total number of delivered items, to get the cost
per item, multiplied to the number of damaged item/s.
2. Delivery of the parcel will be made in accordance with the Sender’s
instructions.
3. Sender shall defend, indemnify and hold harmless J&T Express
from any loss or damage sustained directly by the Sender and from
and against all claims asserted against the Sender with respect to
the delivery service covered hereunder arising in whole or in part out
of:
    a. Failure of the Sender to follow specifications, instructions,
warnings, or recommendations furnished by J&T Express
    b. Failure of the Sender to provide true and correct information,
especially in the Airway bill, of the real names and accurate address
of the Sender and the recipient; as well as the factual contents and
declared value of parcels delivered.
4. In no event shall J&T Express be liable for special, incidental or
consequential damages, or for damages in the nature of penalties.

VI. NO MODIFICATIONS OR AMENDMENT UNLESS

WRITTEN:
These terms and conditions of service may only be modified, altered
or amended in writing signed by both Customer and Company; any
attempt to unilaterally modify, alter or amend same shall be null and
void.

VII. FORCE MAJEURE:

J&T Express shall be relieved of liability for any loss or damage if, and
to the extent that, such loss or damage is caused by: (a) strike, lock-
out, stoppage or restraint of labour, the consequences of which J&T
Express is unable to avoid by the exercise of reasonable diligence; or
(b) any cause or event which J&T Express is unable to avoid, and the
consequences of which J&T Express is unable to prevent by the
exercise of reasonable diligence.
Any court action arising from this contract, the same shall be brought
in the proper court of Taguig City to the exclusion of all other courts. 
In addition to the agreement or written terms and conditions on this
receipt, J&T Express cannot be prosecuted and burdened with an
agreement or other legal basis except with a written agreement
approved by the person in charge or authorized by J&T Express.

PRIVACY POLICY
J&T Express Philippines is committed to protect the customers’ personal information and will
take necessary and relevant measures to safeguard the customers’ personal information in
accordance with the Personal Data Protection Act 2012.
This Privacy Policy governs the manner in which J&T Philippines collects, uses, maintains, and
discloses information collected from the customers. This policy only applies to personal
information of individuals that are processed for commercial transactions. This policy does not
create a contract between J&T Philippines and our customers and does not create any legal
rights nor liabilities on or against J&T Philippines.
Collection of Personal Information
J&T Express Philippines may collect information that personally identifies the customer when the
customers choose to use J&T Philippines’ services. The processing and utilization of the
customers’ personal information will be done in accordance with the Personal Data Protection
Notice herein and all applicable laws.
Personal information refers to data that can be used on its own, or with other
information to identify, contact, or locate a single person or an individual in context.
As part of our dealings with you, we may collect your personal data, including but not
limited to:
1.      Your name, gender, civil status, date of birth, address, telephone or mobile
numbers, email address, mailing address, proof of identification, and any other
information relating to you which you have provided, in submission of any form, and
as a result of our interaction with you either online or offline;
2.      Your bank account and credit card information that you provide us in availing
our products and services;
3.      Information about your visit and use of our websites, digital platforms, and
mobile apps, including but not limited to social media profile information, IP
addresses, your browsing behavior within and throughout our digital assets, and
session lengths that are collected by our website analytics tools and cookies that we
may place on your computer. You may disable the use of cookies on your browser at
any time;
4.      Your social media behavior when you tag, mention, or post photographs of
any J&T Express Philippines related posts and its subsidiaries publicly on any social
media platform (i.e.,Facebook, Twitter, Instagram, LinkedIn, etc.); and
5.      Your work-related information regarding your company, your ownership, and
participation when you apply for vendor accreditation;
6.      Further, we may collect and store your personal information in a variety of
ways:
a.    When you purchase or avail any of our products, services, promos,
activities, and events;
b.     When you interact with our sales or customer care agents, reservation
officers and specialists through email, phone, chat services, or face-to-
face meetings;
c.     When you submit information through manual forms, and online
forms on our digital assets (i.e., websites, apps), or contact us through
any of our social media accounts (i.e., Facebook, Twitter, Instagram,
LinkedIn, etc.);
 d.   When you register, maintain, or use our digital platforms, including our
mobile apps;
e.   When you visit our premises with CCTV surveillance camera that are
used for safety and security of our guests, employees, and other visitors
of our drop off points/stores/branches;
f.     When you provide personal information in relation to inquiries,
requests, and complaints;
g.    When you respond to surveys, promotions, and other marketing and
sales initiatives;
h.    When you submit a job application;
i.      When you are referred to us by third parties or business partners; and
j.      When you submit your personal information to us for any other
reason.
Personal information other than yours
When you disclose to us personal information of another person, you attest that
consent has been obtained from that person to disclose and process his/her
personal information in accordance with this policy.
Disclosing customers’ Personal Information
J&T Express Philippines may disclose the customers’ personal information to the following
parties (including those located overseas) for the purposes stated above:
1.      To any of our directors, officers, and authorized employees;
2.      Agents and service providers who provide services relating to the purposes of which
the personal information is collected including data processing services;
3.      Professional advisers such as lawyers and certified public accountants;
4.       Banks, credit card companies and their respective service providers;
5.   Suppliers or subcontractors; third-party service providers; consultants that have been
contracted by J&T Express Philippines to provide logistics, warehousing, freight-
forwarding, financial, technical, administrative, and support services such as information
technology, payroll, accounting, sales administration, procurement, training, background
investigation, and other services, such as but not limited to allowing users to have access
to and enjoy other features of our digital platforms;
6.      Any third-party business offering goods and services or sponsor contest or other
marketing and promotional programs, where you have provided your consent;
7.      Members of our group of companies or our subsidiaries and affiliates; and,
8.      Our joint venture and VIP clients.
In addition, J&T Philippines does not sell, trade, or rent customers’ personal information to
others.
 
Accessing and Updating customers’ Personal Information.
If the User would like to access, update or correct the provided personal information, the User is
able to access or correct personal information via our APPs.
 
Changes to this Policy
J&T Express Philippines reserves the right to amend or update this privacy policy at any time to
reflect changes in the law, our business practices, processes, or structure. Upon the update or
amendment, J&T Philippines will post a notification on the Site or in the App and revise the
updated date accordingly. The customer acknowledges and agrees that it is the customer’s
responsibility to review this privacy policy periodically and become aware of modifications.
 
BE OUR DROP-OFF POINT SERVICE PARTNER
Contact Information
Full Name*

0/50

Contact Number*

0/20

Email Address*

Do you have an existing business?

Yes  No