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.
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What happens if my parcel is larger and / or heavier than the figures I filled in on my order?

You will be billed immediately for the difference for the amount owing. In the case of the parcel being smaller or lighter, you will be given a credit on your account for the difference on the smaller charge.

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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.

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Can I drop off the parcel personally?

You can drop your package off at the logistics centre on within the vast hub network. Please check our drop off points map or contact us and we will find one nearest to your chosen location.

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Will the courier driver contact me before picking up the package?

The driver usually calls you shortly before reaching your destination or in front of your location. If you need to know the approximate parcel collection time, please contact us, and we will get this information for you.

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Can I choose a specific pick-up time?

There is no option for choosing a specific time or period (morning, afternoon, evening). The driver’s approximate arrival time is available no earlier than on the morning of the collection day. Please contact us if you wish to know the driver’s approximate arrival time and we well get this information for you. For faster identification of your shipment, please have the parcel number (formatted as OPxxxxxxxx) ready.

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Is it necessary to label the parcel with the recipient’s address?

The sticker requirements are shown when choosing the courier company in the courier list. You will see either a “Label Required” sign (red printer icon) or “Label Not Required” sign (green printer icon). If labelling the parcel is required, we will send you the label via email in PDF format. This label should be printed out with the barcode as writing the address on the parcel is insufficient. If a label is not required, the courier will label your parcel upon collection.

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Are collection and delivery times guaranteed?

Courier companies try their best to deliver your parcels on time, and they have a success rate of approximately 95%. However, we cannot guarantee that there won't be unforeseen delays on route (weather, customs processes, traffic accidents, etc.)

Having parcels ready for shipping (properly packed and labelled) and being reachable at collection addresses is essential for timeous collections. Recipients should track packages online and be ready to expect calls from the drivers once the tracking shows that the parcels have been loaded into their vehicles for delivery.

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What is the parcel collection and delivery process?

A driver arrives at the address you specified in your order. He will come to the front of your building and take or pass on your parcel.

Please be advised that courier companies cannot deliver to post office boxes and undertaking a parcel must be confirmed with the recipient's signature.

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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.