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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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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Why do you require the recipient’s contact details?

The delivery driver contacts the recipient on the provided phone number to relay delivery time span information. If calls to the recipient remain unanswered, the information is then sent via email.

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Can I get a delivery confirmation?

Our system will email you the tracking updates along the parcel's journey, even notifying you of the delivery.

If you need a POD, you can get the proof of delivery by emailing us at  Please include the shipping number in your request.

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What if the driver is unable to reach the recipient for delivery?

If the first attempt is unsuccessful, another delivery attempt is arranged with the recipient. If the second attempt also unsuccessful or the recipient is unreachable, the parcel is then stored in the logistics centre for one week. The recipient will be expected to call us to schedule another delivery attempt. The parcel will be returned to the sender if no communication is received within the week.

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Can I track my parcel while it’s in transit?

You'll receive a link for parcel tracking and an invoice via emails as soon as payment has been received. You can also track your parcels when logged into your ParcelSpot SA account or by entering your parcel tracking number (starting with “PS”). You can also find a dedicated parcel tracking page here.

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What happens to parcels that cannot be delivered to the recipients?

If the recipient isn't available at his / her address and isn't answering their phone calls, the courier will advise Parcelspot.  We will then contact the receiver to notify them that the courier is attempting to deliver the parcel and make the required arrangements.  If the recipient is unreachable telephonically, we will then contact the sender to obtain an alternative number.  Repeated unsuccessful delivery attempts, however, may result in the parcel being returned.

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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.