Delhivery Customer Care: A Complete, Practical Guide for Fast Resolutions

Company snapshot and why it matters for support

Delhivery Limited is one of India’s largest integrated logistics providers, founded in 2011 and listed on Indian stock exchanges in 2022. It operates pan-India across 18,000+ serviceable PIN codes, handling over a million packages per day at peak. Understanding this scale helps set realistic expectations on delivery windows, reattempts, and the need for precise information when you contact support.

Customer care at Delhivery is built around digital self-serve tools (tracking and help forms), ticket-based assistance, and operational interventions triggered from those tickets. Phone-based consumer helplines are not the primary channel; instead, you’ll get the fastest action by submitting accurate details through the official website and replying to the automated ticket confirmation you receive.

Official contact channels that actually work

The most reliable starting point is the official website: https://www.delhivery.com. Use the Track option to query your shipment by AWB/waybill number or Order ID (for marketplace orders, your seller/platform usually shares this). Once you pull up your shipment, you’ll typically see context-aware options such as “Raise a request,” “Reschedule,” or “Update address/landmark,” which feed directly into Delhivery’s operations systems.

Delhivery prioritizes web tickets over generic emails and does not operate a nationwide consumer-facing phone helpline for shipment status issues. If you are a business customer using Delhivery One, log into your account dashboard for seller support—responses from the seller console route to the correct operational team and include your shipping profile automatically.

• Website and tracking: visit https://www.delhivery.com and use Track to locate your package by AWB/Order ID; submit requests from the same flow to avoid re-verification delays.
• Help/Support form: accessible via the site’s Help or Contact areas after you search a shipment; include your ticket ID from the confirmation email in all follow-ups for faster routing.
• For marketplace orders (Amazon, Flipkart, Meesho, etc.): also contact the marketplace app’s support; they can trigger carrier actions and refunds under their SLAs.
• Social media: the verified handle “Delhivery” on X/Twitter is useful for pointing the team to your ticket ID (never share full addresses or OTPs publicly). Use DMs and include your ticket ID and masked phone (e.g., 98xx…45).

What to include in a support ticket to get a fast resolution

Provide your AWB/waybill number (Delhivery AWBs are typically 10–14 digits) and, if available, the seller’s order ID. Add the consignee name, mobile number on the package, full address with nearby landmarks, building gate codes if any, and an alternate phone number that can pick up calls during 10:00–20:00 local time. If your address is tricky to find, paste a short Google Maps link and write a one-line approach note (for example, “Use Gate 2, next to XYZ Pharmacy”).

Explain the problem in one or two sentences and state a clear requested action: reschedule to a specific day, deliver to security desk with OTP, call before arrival, or switch to pickup from facility if available. For missing/damaged items, attach photos of the parcel before opening (if available), the shipping label, the inner packaging, and the damaged item; also add the invoice or order confirmation. Good tickets get acknowledged in minutes and often see action within 24–48 business hours.

Understanding tracking status and what to do next

Delhivery scans shipments at every handover—origin pickup, sort centers, line-haul legs, last-mile facility, and out-for-delivery. “In transit” between facilities commonly spans 12–48 hours for surface movement depending on lane distance. “Arrived at facility” means the parcel is with the last-mile team; “Out for delivery” indicates an assigned rider has your parcel and delivery attempts typically occur between 10:00 and 20:00 local time.

If you see exceptions (address issues, unable to contact, consignee not available), act immediately in the tracking flow. Update your address/landmark, provide an alternate number, or request a reattempt window. Most lanes allow 2–3 reattempts within 2–4 calendar days before Return-to-Origin (RTO) begins.

• Out for delivery: keep your phone reachable; if you’ll be away, reschedule for a specific date or authorize delivery to a reception/security desk if your seller allows it.
• Address unlocatable/consignee not available: update landmark and add an alternate contact; request reattempt within 24–48 hours.
• Held at facility: ask for pickup-from-facility (self-collect) if offered in your city; carry a government ID and the AWB number.
• Misrouted/forwarded to correct facility: allow 24–72 hours; raise a ticket if it exceeds 3 business days without movement.
• RTO initiated: once return starts, consumer redirection is rarely possible; contact your seller/marketplace for replacement or refund policy.

Delivery windows, reattempts, and preferences

Standard last-mile delivery windows are 10:00–20:00 local time, Monday through Saturday in most locations, with limited Sunday operations during peak seasons. Time-definite commitments (for example, “deliver before noon”) aren’t guaranteed on consumer shipments, but you can request a preferred slot in your ticket; the on-ground team will attempt to honor it when routing permits.

Delhivery generally makes 2–3 delivery attempts across 2–4 days. If the recipient is unavailable or the address is incomplete, the parcel may be held at the local facility for 24–48 hours waiting for your inputs before RTO begins. For high-value shipments, expect OTP validation at delivery. Open-box checks are typically at the seller’s discretion; ask your marketplace or seller about their policy before opening the package.

Claims, loss, damage, and COD/prepaid issues

For damage or shortage, raise a ticket within 24 hours of delivery with photos of the outer carton, shipping label, inner cushioning, and the item. For non-delivery/loss, report as soon as the tracking shows prolonged inactivity (for example, no scans for 72+ hours after reaching the destination facility) or when the promised delivery window is exceeded. Many sellers require claims within 48–72 hours, so inform both the seller and Delhivery in parallel.

Compensation depends on your seller’s policy and Delhivery’s terms of carriage. If insurance wasn’t purchased and the shipment moved “owner’s risk,” liability may be limited; if “carrier’s risk” or insured, compensation can cover the invoice value subject to documentation. For COD orders, courier companies remit funds to sellers on fixed cycles (often T+2–T+4 business days after delivery). Consumers seeking a refund for returns or failed deliveries should work via the marketplace/seller, as Delhivery cannot refund end customers directly.

Escalation matrix and regulatory recourse

If your issue isn’t resolved within the stated timeframe (acknowledgment within hours, first action within 24–48 business hours, and closure in 3–7 business days for most cases), reply to the same ticket email requesting escalation and include any new facts (updated phone, access instructions, proof images). Keep communications on the same thread so the history stays intact.

For purchases through marketplaces, escalate inside the marketplace app after 48 hours; they can push carrier workflows and handle refunds/replacements under their buyer protection. For persistent disputes as a consumer, you can also register a complaint with the National Consumer Helpline (phone 1915 or https://consumerhelpline.gov.in) citing your order ID, AWB, seller details, and your written trail with Delhivery. This does not replace Delhivery’s internal process but adds a formal record and often accelerates resolution.

Pro tips for smoother outcomes

Always keep your phone reachable on delivery days, add an alternate contact in tickets, and include a short approach note or Google Maps link for hard-to-find addresses. If the parcel is time-sensitive, request “pickup from facility” as soon as it shows “Arrived at facility” and carry ID to collect. For valuable shipments, ask the seller about insurance and delivery preferences (OTP, no-contact, open-box) before dispatch to ensure the right instructions flow through to the carrier.

Finally, remember that the fastest resolutions come from precise, documented requests submitted via https://www.delhivery.com with your AWB number, followed by concise replies on the same ticket thread. This routes your case to the correct local operation and timestamps your request for SLA monitoring.