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 rebilled for the difference for the amount owing.

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Can I drop off the parcel personally?

Our services are door to door - our Vallued Courier Partner will collect from you, so no need to drop your parcel off. However, if you really want to drop your parcel off, please contact us and we will make the arrangements for you.

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The courier didn't arrive on the scheduled day to pick up the parcel. What should I do?

Please email us with your order number (OPxxxxx) or shipment number (PSxxxx). We will verify why the pick-up didn't occur and reschedule the collection.

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

The driver usually calls you shortly before arriving at your destination or when he is in front of your location.

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Can I choose a specific pick-up time?

Unfortunately not. Pick up and deivery times are dependant on the driver's schedule and route for the day and any obstacles encountered along the way (traffic accidents, weather, etc.). You can always add your preferred times to the relevant notes field - our valued courier partners will attempt to schedule as per your request but it may not be guaranteed.

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What is the parcel collection and delivery process?

A driver arrives at the collection address you specify in your order. He will come to the front of your building and receive your parcel from the sender, signing for collection. The driver then takes the parcel to the hub after he has completed the collections and deliveries for the day. The hub weighs and measures the parcel and processes it to be put into transit (if sending long distance, this may be repeated at depots along the way). Finally, the destination hub processes the parcel for delivery and the driver hands the parcel to the receiver, obtaining confirmation of delivery via signature.

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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 traffic accidents, etc.) Having parcels ready for shipping (properly packed and labelled) and being reachable at collection addresses is essential for timeous deliveries. 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 the cars for deliveries.

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

Yes. However, each tyre with a rim must be ordered as a separate package when creating your order. Each tyre must be wrapped in bubble wrap and the waybill must be attached to it. If you are sending tyres only (with no rims), divide four tyres into two packages with two tyres in each. Please tighten the two tires together properly with bubble wrap.

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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.