Verified: 15 August 2026 05:30 am IST
Industry: Logistics, Courier & Supply Chain
Jurisdiction: India
Primary Regulator: Department of Consumer Affairs (CCPA)
Important Safety Warning: Beware of the “Failed Delivery Phishing Scam.” Scammers are currently circulating fake SMS messages claiming a Safexpress package “failed to deliver due to an incomplete address” and asking you to click a link to pay a small ₹5 redelivery fee. This is a scam. Safexpress does not require OTPs, personal credentials, or external payment links for address confirmation. Also, beware of fake customer care numbers found on Google search.
Level 1: Customer Support (Initial Complaint)
How to complain: Do not search for random phone numbers online. Open the Safexpress website and navigate to safexpress.com/contact-us to log your initial ticket using your Waybill number. You can also email their central support desk at info@safexpress.com. If you prefer to call, use their official toll-free national customer care helpline at 1800-113-113. You must ensure you receive a unique ticket or dispute reference number.
Availability: The customer care helpline and email desk operate Monday to Saturday during standard business hours.
Timeline: Safexpress’s Customer Support team typically aims for an initial resolution within 7 to 10 working days.
Level 2: Internal Escalation (Grievance Desk)
Who to contact: If Level 1 fails to resolve your issue (such as a package falsely marked “delivered” or severely damaged goods), you must escalate it internally. Write an email to the designated Grievance Desk. You must email your formal grievance, clearly stating your original Level 1 ticket number and Waybill number, to info@safexpress.com with the subject line explicitly stating “Attention: Grievance Officer”, or use the “Grievances” dropdown on their Contact Us web portal.
Timeline: Under the Consumer Protection (E-Commerce) Rules, 2020, the grievance desk must legally acknowledge your complaint within 48 hours and resolve it within one month from the date of receipt.
Level 3: Regulatory Authority (National Consumer Helpline)
Authority: Department of Consumer Affairs (National Consumer Helpline).
Portal/Contact: If Safexpress’s Grievance Desk rejects your claim, or the company fails to address a severe deficiency in service (like losing a high-value shipment and refusing liability), you have exhausted internal remedies. You must register your grievance on the National Consumer Helpline (NCH) by calling 1915 or visiting consumerhelpline.gov.in.
Level 4: Legal Action (Final Step)
Pre-Litigation: Ensure you have documented all correspondence, including photos of damaged goods, the original invoice of the shipped item, and the final rejection from the Grievance Desk, to serve as evidence. Written legal notices must be sent via physical post (Registered Post AD) to their official registered corporate headquarters: Grievance Officer, Safexpress Private Limited, Plot No. 28, Sector-18, Udyog Vihar, Gurugram, Haryana – 122015.
Court/Arbitration: If pre-litigation fails, file a formal complaint for “Deficiency of Service” against Safexpress Private Limited. You can file this case entirely online with the District Consumer Disputes Redressal Commission using the government’s unified e-Jagriti portal (e-jagriti.gov.in).
Community Action: Is Safexpress refusing to compensate you for a lost package, or did a delivery agent falsely mark your shipment as “Delivered”? Reply below (do not share your passwords or full Waybill tracking details), and our community will point you to the right resources!