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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International Orders: When delivering parcels, most international couriers make two delivery attempts. If the recipient cannot be reached at the specified address, the shipment will be stored in the depot for 7 days while the courier awaits the recipient's feedback. The recipient can arrange another delivery day or, if necessary, personally pick up the shipment at the depot. If the recipient does not respond to the courier’s attempts at reaching a resolution, the shipment will be returned to the sender. The cost will be charged to the payer of the shipment. It is therefore extremely important that the correct delivery details are provided on all orders. Domestic Orders: 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. The delivery will not be reattempted until a resolution has been reached. If we are still unable to get the required information despite our best efforts, the parcel will either be returned to the sender at an additional cost to the payer or the courier will destroy it after a number of days have passed, as per their terms and conditions. It is therefore extremely important that the correct delivery details are provided on all orders.
You'll receive a link for parcel tracking and an invoice via email 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.
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 packaged 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.
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.
The driver doing the delivery will call the recipient (if possible) when he is at the location to to deliver the package. If calls to the recipient remain unanswered, the parcel will return to the depot 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.
If the first attempt is unsuccessful, another delivery attempt is arranged with the recipient. If the second attempt is also unsuccessful or the recipient is unreachable, the parcel is then stored in the depot for up to one week, depending on the courier’s terms and conditions. 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, or the parcel will be destroyed as per the courier’s terms and conditions.
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