Frequently Asked Questions

Learn more about our services by reading our FAQs

What are the payment methods for Smart Mail Service (SMS) services?

Payment for services can be performed through three ways:

  • Cash
  • Point of Sale
  • Contractor, Deposit (VIP Clients)

What is Global Express (international post)?

Smart Mail Service (SMS) assures you that your shipments, delivered through the fastest way and in the best possible conditions to any destination, all around the world.

What is Receiver Payments?

Receiver Payments means paying the shipping cost by the receiver. After shipping the items, at the time of delivery to the recipient, Smart Mail Service (SMS) receives its transportation cost.

How can I send an item through Smart Mail Service (SMS) express?

Smart Mail Service (SMS) express can be performed through three ways:

  • Calling Smart Mail Service (SMS) customer service department
  • Ordering personally
  • Ordering registration on the Smart Mail Service (SMS) company official website

What is the difference between actual weight and density (volumetric mass density)?

Large lightweight packages are priced at their density. For example, when the space occupancy of a package is greater than its weight, the volume of the item is calculated by multiplying the length, width, and height and then dividing to 5000. all calculated in centimeters

The formula for calculating density is as follows:

  • Density = (Length (cm) * Width (cm) * Elevation (cm))/5000
  • What is Smart Mail Service (SMS) responsibility according to missing or damaging of goods?

    Smart Mail Service (SMS) has no responsibility for your goods at times beyond the reach of the company (airport, customs, etc.); otherwise and outside of mentioned times and places, the company is obliged to maintain and goods

    In which conditions may the delivery time be postponed?

    Due to the difference in time, customs laws, export-import rules and regulations, working days, weather conditions, as well as special situations, etc., the delivery time may be postponed in different countries. Smart Mail Service (SMS) does its best in order to provide faster delivery at the best time.

    Are there any restrictions on the transportation of certain packages due to their value?

    All items shall be subject to customs regulations and to the laws of the origin and destination countries.

    Services provided by Smart Mail Service (SMS)

    Smart Mail Service (SMS) postal services are done through the following ways:

    • Courier post
    • Cargo
    • Express post
    • Receiver Payments (door-to-door)

    Door-to-door Service

    Door to door is a service by which Smart Mail Service (SMS) receives the goods from your door and delivers it to the customer's home or work place.

    Which shipping method does Smart Mail Service (SMS) use?

    Smart Mail Service (SMS) sends all of the goods through air lines in the fastest possible time, all around the world.

    How do I know my shipment’s location?

    Each package has a shipping number (track number) provided by the company; using this number, customers can be informed of their shipping location through Smart Mail Service (SMS) official website or by contacting company’s customer service unit.

    I have a valuable shipment. Does Smart Mail Service (SMS) have any special packaging for my shipment? Is the cost of this series different?

    Yes, Smart Mail Service (SMS) has this service. It is made based on the customer's request, which includes a separate fee (For more information, please contact Smart Mail Service (SMS) customer service department).

    What are the countries to which sending shipments are feasible?

    Smart Mail Service (SMS) announces its readiness in order to provide postal services with its experienced staff, for the delivery of your documents and packages to above 190 countries.

    Products that can be sent through express service?

    All goods not prohibited under the Customs and International Customs Regulations of the countries of origin and destination; which shall be shipped in accordance with Smart Mail Service (SMS) law.

    How do I make sure that my shipment is delivered to its destination?

    Customers can be assured through two ways that their shipment is delivered:

    • Contact Smart Mail Service (SMS) customer service department.
    • Log in to the Smart Mail Service (SMS) official website, through using the track number in the ‘tracking section’.

    Is it feasible to change the shipment type or type of shipping after posting a shipping request?

    Yes, changes are feasible, if the shipment does not left the company.

    How do I delete the shipping request that I've registered?

    You should contact the customer service department in order to cancel the application.

    Does changing the destination, after leaving the shipment from the origin feasible?

    Yes, it's possible to change the address, which includes a separate fee (For more information, please contact Smart Mail Service (SMS) customer service department).

    What is Smart Mail Service (SMS) solution for the condition in which the receiver is not at place at the delivery time?

    When a person fails to deliver the goods at the destination, the sender would be contacted promptly and the shipment will be delivered after the problem has been resolved. Otherwise, the goods will be returned and the sender would be responsible for cost of the entire return process.

    My package is supposed to be in the destination but not, what should I do?

    The delivery status of the shipment would be immediately recorded after performing the delivery, it immediately up-to-dated on the person's delivery profile. It is immediately traceable at the ‘tracking section’ in Smart Mail Service (SMS) official website.

    How would I be informed of any changes that were made to my Smart Mail Service (SMS) delivery time?

    In case of any delay in the sending process, the customer will be notified immediately through both call and email.

    What is the tracking number?

    The tracking number of a shipment is a 9-digit number that is indicated on the bill, issued by the company at the time of receiving the shipment from the sender to the customer.

    When my shipment can be tracked?

    On the same day after receipt of the goods, the shipment information would quickly be recorded and can be traced accordingly.

    Why does my package status not change?

    Please contact Smart Mail Service (SMS) customer service unit in case of any problems with the shipment situation.

    What can I do in case of missing or forgetting the tracking number?

    Please contact Smart Mail Service (SMS) customer service unit in such cases.

    Why my shipment sending process is not started, yet?

    Smart Mail Service (SMS) starts all shipments’ sending processes day-to-day, on the receipt day of each shipment.

    Are Smart Mail Service (SMS) services included in US and Canadian countries?

    Smart Mail Service (SMS) services for US and Canadian countries include only documents (DOCs).

    Are there restrictions on the weight of postal packages?

    Smart Mail Service (SMS) International Post Service Weight Constraints are as follows:

    • Europe - 50 kg
    • Asia - No weight limit

    How to send specific goods?

    Smart Mail Service (SMS) has special shipping facilities for sending of specific goods to some countries (for more information, please contact Smart Mail Service (SMS) customer service department).

    What is meant by hazardous goods and how are they being sent?

    Commodities such as lithium batteries, chemicals, chemical powders, liquids and sprays, toxic substances and firefighting products, etc. are considered as dangerous goods (Dangerous Goods). These goods are shipped under certain conditions according to the route and to some specific countries (for more information, please contact Smart Mail Service (SMS) customer service department).

    Are there any restrictions on the size of the postal packages?

    Smart Mail Service (SMS) has no restrictions on the standard packages sent to any country. For shipments to Asia the standard size is up to the extent of (80cm * 80cm * 120cm), and for European countries the standard size is up to the extent of (200cm * 60cm * 200cm); for larger packages related written approval is required (for more information, please contact Smart Mail Service (SMS) customer service department).

    Does Smart Mail Service (SMS) have special offers or special discounts?

    Yes, special offers or special discounts are provided for customers who refer Smart Mail Service (SMS) official postal counters or agents.

    What documents are needed in order to export a shipment?

    Providing the original national card and a hard-copy of it, at the time of picking up the shipment by Smart Mail Service (SMS) pickup-men is mandatory.