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 to parcels that cannot be delivered to the recipients?

If the recipient isn't available at his / her address and isn't answering 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 at the payee's expense.

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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 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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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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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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Will I get confirmation of delivery?

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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Why do you require the recipient’s contact details?

The driver doing the delivery will call the recipient when he's on his way, to ensure that the person is at the location and to relay the approximate delivery time. If calls to the recipient remain unanswered, the parcel will return to the depo and the courier will advise Parcelspot, who will then reach out to the client or the receiver to arrange a delivery for the next business day.

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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 depo for one week. Parcelspot will attempt to reschedule another delivery attempt with the receiver. The parcel will be returned to the sender after a week if we are still unsuccessful.

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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.