Frequently Asked Questions

If you are looking for information about how our service works, what we offer, you are in the right place. We prepared for you a selection of the most frequently asked questions divided into categories by query type.
Protection Cover & Claims Collapse all Expand All
The courier didn't arrive on the scheduled day to pick up the parcel. What should I do?

Please contact us. For faster identification of your shipment, please have your order number (OPxxxxx) or shipment number (PSxxxx) ready.  We will verify why the pick-up didn't occur and reschedule the collection.

Was this information helpful?    Yes    No
Which package contents are allowed, and which are restricted?

Please visit this page for a list of restricted and prohibited items.

International shipments are subject to the restrictions imposed by the particular destination countries. Restrictions are usually placed on alcoholic drinks, tobacco products, drugs and fuel.

The sender is responsible for the contents of the parcel and should always check with the customs office at the designated country to ensure that the particular goods being sent are allowed for import.

International shipments might be subject to inspection and a bill of lading (B/L) might be required. If the sender cannot provide the B/L when it is we requested, the shipment might be returned.

We suggest complying with the list of restricted items in packages.  Goods that aren't restricted from shipping but are on the limited responsibility list can be shipped. However, the Customer will have no reimbursement rights should damages occur.  We recommend taking out protection cover on the shipment by adding the value of the contents to the "PROTECTION" field when pulling a quote.

Was this information helpful?    Yes    No
Can I take out protection cover on my parcel?

It is a sad reality that hijackings and theft are all too common.  Parcelspot offers a parcel protection product against damage and theft as an additional service to our clients (underwritten by PrestMarine) at a nominal fee.  To take out cover, simply add the value of the contents of your parcel in the "PROTECTION" field when pulling a quote.  Please also ensure that these guidelines are followed when packaging your parcel as damage caused by insufficient packaging may result in a claim being denied.  Taking photographs of the item you're shipping (at all angles) both before and after packaging, would be invaluable to the investigation should a claim need to be made.

Was this information helpful?    Yes    No
Can I ship fragile goods?

Yes, provided that the fragile goods are packaged securely (please see our packaging tips). The parcel must be labelled on all sides with "Fragile" stickers to notify the courier driver that the contents are fragile and therefore needs gentle handling. We also suggest complying with the list of forbidden package contents. Package contents that are't restricted from transport but are on the list of limited responsibility can be shipped - however, the customer will have no reimbursement rights should any damages occur.  We recommend taking out protection cover on your shipment as well - simply add the value of the contents of your parcel to the "PROTECTION" field when pulling a quote.

Was this information helpful?    Yes    No
The parcel was lost or damaged in transit. How do I claim?

Please fill in the claims form here.  Upon investigation, we will reimburse you for the full shipping fee if the parcel has been lost.  You can only claim for loss or damage to the value of the contents of your parcel if you have taken out protection cover on your parcel with Parcelspot.

Thank you for your feedback.

Did you not find the answer to your question?

Please ask us using the following form. We will respond by e-mail and we will include the question here.