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 are the parcel weight and dimension limitations?

Courier companies have different capabilities and maximum limits. When you pull a quote, we only display the available couriers who can transport a parcel with your specified locations, weight and dimensions.

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How much does it cost?

On the main page, fill in the parcel details: collection address, delivery address, weight and dimensions. Add the special services that you require (optional) and tap on “Continue”. A list of courier companies with the cost of shipping and various shipping options will show up. This includes the estimated collection and delivery dates.

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How will I know that my payment has been received?

We will email you with a payment confirmation and a link to track your shipment as soon as successful payment has been received. Clicking on the link will take you to a page with details such as the parcel collection date, the estimated delivery date and also tracking information.


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Can I use your service to shop on an international e-commerce site?

Unfortunately, we do not offer shipping from oversees e-commerce sites. If the international e-commerce site is located in South Africa, or it's a brick and mortar store, you can pay for your goods in advance, choose the option of picking the items up in person and advise the shop that your items will be collected by a courier. You would need to get the weight and dimensions of the parcel(s) directly from the merchant to obtain an accurate quote, as well as the contact name and mobile number of the person handing over your parcel. (Please check in advance that the parcel doesn't exceed the maximum weight and dimensions.) If the merchant refuses to hand over your items to the courier, you will be charged a collection fee.

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What does it mean to "use sender / recipient address as a billing address"?

If you choose “use sender address as billing address” - the sender will receive two e-mails - one with a new order confirmation with a payment link and another with an invoice and parcel tracking link once payment has been processed. If you choose the second option, both emails are sent to the recipient.

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Can I send a parcel with a Cash on Delivery (COD) option?

For technical and security reasons, we do not provide the COD option.

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Can I pay the driver for the shipping?

Orders are only processed once they have been settled - the shipping therefore needs to be paid beforehand. We offer multiple online payment options: debit cards, credit cards, PayPal, and positive Credit Balance. Paying the driver is not available as an option (for technical and security reasons).

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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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I entered all parcel parameters and there is no courier service displayed.

This means that there are no courier companies available from our network who can transport your parcel. The weight or dimensions of your parcel may exceed limitations, particularly for international shipments. Try splitting your shipment into several parcels and put the information about your packages in a new quote.

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How do I pay for orders and what are my payment options?
All payments for services are done online, through PayGate, a secure payment gateway. You have multiple payment options: • Credit card • Debit card • PayPal • Positive credit balance You will receive our invoice via email and your order will be processed as soon as payment is successfully received.
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Can I order shipping between two other countries (for example, from Germany to Italy)?

Direct shipping between two other countries will be available soon. We only support global shipping from a South African collection address at this point in time.

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How do I cancel on order?

Contact us anytime to cancel your order. For faster identification of your shipment, please have your order number (OPxxxxx) or tracking number (PSxxxx) ready. If the shipment still hasn't been picked up, we will cancel your order and refund your payment. If the parcel has already been collected, we will advise the courier company to return the parcel to the sender (in this case, we are unable to issue a refund).

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Can I ship car tyres together with rims?

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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How do I print a waybill?

The system will e-mail the sender the waybill once successful payment has been made. Alternatively, you can login to your account and print the waybill directly from the orders list. Click on Options -> Print Waybill.

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How do I send a parcel?

Simply fill in the form on our home page or mobile app to pull a quote. Depending on your order requirements, services and quotations from our trusted courier partners will be offered to you.

Choose the quote / service that suits you best, create your order and pay online. The sender is required to print 4 copies of the waybill (emailed by the system upon successful payment). A driver will collect the parcel at the specified collection address. You can then track your shipment via the online link emailed to you. The package is then delivered to the destination address that you have entered into your order, as per the service that you have chosen.

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What do I enter into the "Reference number" field?

Filling in this field is optional and is mostly used by businesses to fill in their reference numbers (their own invoice or order numbers, for example).

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How do I determine my parcel's weight if I have no scales?

You can still estimate your parcel's weight without scales. For small packages, you can compare the weight to a bag of flour, for example. For larger parcels, step on body scales with the package and again without the package, then calculate the weight difference. Should the parcel's actual weight exceed the declared weight, Parcelspot will rebill you for the difference in price (if any).

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Can I send multiple parcels in one order?

Most courier companies can ship multiple packages in one order. Simply specify the number of parcels you need to send in the first screen of your quote. (Note: parcels shall not be tied together.) You will need to attach a waybill to each parcel. If the collection occurs at one location and several shipments are being delivered to different locations, simply fill in the details for the first dellivery location and add to cart, then click on "Add another parcel" and repeat until all the parcels are done. You will then only pay once for all your shipments under one order.

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What do I enter in the "Collection Note" or "Delivery Note" fields when creating an order?

Filling in these fields is optional. Use these for instructions to be given to the courier when collecting your parcel (e.g. if the driver needs to collect from security at the gate, or if the driver has to hoot upon arrival as recipient’s doorbell is not working). NB If you have no instructions to impart, please leave blank.


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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 approcimate 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 buiness day.

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Can I take out protection cover on my parcel?

It is a sad reality that hijackings and theft are all too common. Parcelspot offers a parcel protection product against damage and theft as an additional service to our clients (underwritten by PrestMarine) at a nominal fee. To take out cover, simply add the value of the contents of your parcel in the "PROTECTION" field when pulling a quote. Please also ensure that these guidelines are followed when packaging your parcel as damage caused by insufficient packaging may result in a claim being denied. Taking photographs of the item you're shipping (at all angles) both before and after packaging, would be invaluable to the investigation should a claim need to be made.

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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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Why do I have to declare the weight and dimensions of my parcels?

The weight of the parcel is the main parameter for the shipping cost calculations. We need to know how much your parcel weighs so that we can list the best available couriers and rates. If you attempt to send a parcel that weighs more than you had declared, we have the right to rebill you for the price difference. The sender needs to obey maximum parcel dimensions, failing which, the courier company will be unable to process your package due to technical limitations.

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Can I use a billing address that is different to either the sender’s or recipient’s address?

This can be done in the second last step of the checkout process in “Order Summary”. Above “Order Details”, click on “Edit billing address”. A table will be shown in which you can enter your required billing address.

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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.