or choose a category to quickly find the help you need

  • General

  • Manage Orders

  • Integrations

  • Parcel


Countries/shipping lanes

Reach your customers wherever they are with our extensive freight network, first and last mile partners.

Ship to any major city within our extensive network of established hubs across Asia. This includes Brunei, China, Hong Kong, Indonesia, Japan, Malaysia, Philippines, South Korea, Taiwan, Thailand, Vietnam and more to come.

Customs clearance services

Yes, we do offer customs clearance services should you require this service.

Guarantee customs clearance with our team of local experts and standardised shipping process and documents.

Please contact us for details.

Ship orders from JD.id (for JD.id merchants)

We are JD.id’s official cross-border logistics partner for merchant shipping from China, Taiwan, Hong Kong and Singapore to Indonesia.

Existing merchants who sell on the JD.id marketplace will need to create a Janio account, which is separate from the JD.id account, to ship across borders.

While we collaborate with these marketplaces, we are seen as a separate entity from them. Hence, a Janio account is required to make shipping orders on our platform.

Volumetric weight

Volumetric dimensions of your package are often required on shipping-related documents, which can be calculated using this formula:

Volumetric weight in kg = (length x width x height of the package in cm) / 5000

Manage Orders

Submit shipping orders for the first time

Before submitting any orders, you’ll need to first add a pickup/drop-off point.

Once added, you can submit single shipping orders by form or bulk orders by CSV upload.

Submit a single order by form

Janio simplifies the order process such that you only need to fill one standard form regardless of which logistics partners you engage.

To submit an order by form:

  1. Click on Submit Single Order in your merchant portal
  2. Complete the form
  3. Submit the form
Submit multiple orders by CSV

To submit multiple orders via CSV upload:

  1. Click on Submit Bulk Orders in your merchant portal

  2. Select Shipping Service and Pickup/Drop-off point

  3. Download the CSV template

  4. Complete the CSV template (please follow the CSV guide carefully)

  5. Save the completed CSV template

  6. Upload and submit the completed CSV template

After submitting a shipping order

Once you have successfully submitted a shipping order:

  1. Go to Manage orders

  2. Select the relevant order(s) and click Print

  3. Print the 2 required labels (barcode label and commercial invoice). If you don’t have a sticker printer, you may simply print the labels on A4 paper.

    If you don’t see anything after clicking Print, please ensure that pop-up/ad-blocker has been disabled for label.janio.asia and merchant.janio.asia.

  4. Affix the 2 labels onto the parcel

  5. For pickups, wait for pickup. For drop-offs, please send the parcel(s) to the drop-off location

Add Pickup or Drop-off

Before submitting any orders, you’ll need to add a pickup or drop-off point. To add a pickup/drop-off point:

  1. Click on Pickup/Drop-off Points in your merchant portal

  2. Select your Shipping Service

  3. Click on Add Pickup/Drop-off Point

  4. Fill in the required details

  5. Click on Submit

Dashboard and Sidebar

The dashboard gives you a 60-day overview of all your shipping orders.

The sidebar gives you quick access to all the features available to you in your merchant portal.

Barcode label and Commercial invoice

Janio automatically generates the necessary documents such as commercial invoices and shipping labels required for you to start shipping overseas accurately and reliably – at no additional cost.

All parcels require 2 labels to be printed from your merchant portal – the barcode label, and the commercial invoice.

The barcode label is used for tracking purposes while the commercial invoice is needed for customs purposes.

Track and Trace

Track and trace your shipment in real time with our end-to-end tracking solution.

Through our platform, you may access shipment details, locate your parcels in real time, and if necessary, communicate directly with Janio for further coordination.

To track your parcels, go to https://tracker.janio.asia/

You can also access the tracker from your merchant portal by going to Manage Orders → Track.


Integration with Shopify

Yes, we are integrated with Shopify.

Our integrations allow you to consolidate and manage orders and shipment easily from any e-commerce stores on a single platform. You can offer more shipping options and real-time tracking to your customers as well.

Learn more about this integration here.

Integrate your sales channel with Shopify on the platform

Our integrations allow you to consolidate and manage orders and shipment easily from any e-commerce stores on a single platform. You can offer more shipping options and real-time tracking to your customers as well.

To integrate your Shopify  store with Janio:

  1. Click on Connect a Store in your merchant portal

  2. Select the store you would like to integrate

  3. Fill in the required details

  4. Submit

API integration with Janio

To request for API integration, kindly contact us.

Setup time for API

A minimum of 3 to 4 weeks.


Re-route a package that is in transit which includes changing the delivery address

Shipments can be re-routed to a new delivery address if:

  1. The shipper or merchant has authorized it.

  2. It is in the same city or state as the initial delivery address.

Kindly contact your shipper or merchant to re-route the shipment.

Shipment has arrived damaged

You may file for a claim for a Janio Asia shipment that has arrived damaged. Please contact our customer service team at support@janio.asia to assist you in this matter.

Please include the following details in your email

  1. Tracking number

  2. Order invoice

  3. Image of the received package

  4. Images of items in the package

Shipment arrival time

You may check for up-to-date information regarding your shipment and its location on our tracker.

Please click here to visit the tracker.

Tracker shows "Delivery in progress" for more than 5 days

The “Delivery in progress” status could mean either of these two:

  1. The delivery address on the shipping label may be incorrect. Please contact your shipper or merchant to clarify.

  2. There was a failed attempted delivery. Please contact our customer service team at support@janio.asia to resolve this matter quickly.

Still have questions?

If you cannot find answer to your question in our FAQ, you can always contact us. We will answer you shortly!

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