FAQ’s
1. Collection / Delivery - How do I cancel an order?
If a shipment has been submitted but not collected, then you are able to cancel the order on the CCX website – if acted on timeously. Go to View Shipments, Actions and select Cancel. If successful, the charge will be credited to you via an ewallet credit – for your next shipment.
2. Collection / Delivery - Can I arrange a time for delivery?
All our couriers have designated drivers allocated to each suburb and town. The collections and delivery times will depend on their daily route, routine and the volume of parcels they have for the day. Each courier service provider has a different cut-off and estimated collection and delivery time. Pls be aware of cut-off times. For specific detail kindly contact us.
3. Collection / Delivery - What happens if my item is not delivered?
Allow for adequate reasonable time for the parcel to be delivered on the expected day. Should your parcel not be delivered in the period indicated, please contact our support team (connect@courierconnexion.com) as new delivery information may be required. Note: delivery times to regional or outlying areas may differ.
4. Collection / Delivery - Not being present to receive delivery.
A delivery may fail for a variety of reasons. If you missed your delivery due to you not being present, it will be rescheduled on the next working day. If the courier is still unable to deliver your parcel due to your non-availability, you will be charged for further attempts requested.
5. Collection / Delivery - What happens if my item is not collected?
Your payment triggers submission of collection to the courier. The arrival of the driver will depend on his schedule and the cutoff time associated with your booking. Should you miss these cut-off times, the couriers will automatically collect the following working day (Monday – Friday). Collection times in regional or outlying areas may differ. If you place your order within these times and the courier does not collect, please contact our support team (connect@courierconnexion.com) to assist.
6. Courier Services - Why is the Economy service sometimes more expensive than the Express service?
The minimum charge for the Economy service includes parcels up to 10kg, whereas the minimum charge for the Express service only includes up to 2kg.
7. Courier Service - When should I use the Economy Service?
In general, for large or heavy parcels and for deliveries that are not urgent.
8. Courier Services - What is the cheapest option?
The smaller the parcel, the lower the cost. In general, use the Express service for items under 2kg and use the Economy service for items heavier than 2kg that are not urgent as the transit times may be longer.
9. Insurance - Why do I need to insure my parcel?
Damages, losses, theft and hijackings are a real possibility though mostly infrequent. Thus, to be prudent, we advise you to select the insurance option when entering your shipment details.
10. Insurance - Who insure’s my parcels and what is the maximum cover amount?
Insurance is not automatically selected and so we advise you to select insurance, which will be insured for the declared value and the description entered into the fields of your package. The selected Courier’s insurance policy will apply as per its Terms & Conditions. Maximum cover provided for normal shipments will be R1000 per any one waybill. For special insurance needs contact connect@courierconnexion.com.
11. Insurance - Compulsory documents when filing a claim.
All insurance related queries should be emailed to connect@courierconnexion.com
11.1 For damaged items, you will need the following documentation:
a. Cost price invoice (with customer address)
b. Purchase price invoice (showing the cost price)
c. Photos of damages
d. Photos of packaging
11.2 For missing items:
a. Cost price invoice (with customer address)
b. Purchase price invoice (showing the cost price)
c. Photos of the original item Please submit all the required documents otherwise we may not be able to process the claim.
12. Insurance - Should I keep a damaged item that I am going to claim for?
Yes. Please keep the damaged item as it may need to be inspected by the insurance assessors, or you may be asked for photo evidence to claim on your parcel.
13. Insurance - What is the time limit on submitting a claim?
As per the selected Courier’s insurance policy, please follow the guidelines above for submitting a claim as a claim can be declined if submitted later than these guidelines. We recommend within 3 days of incident.
14. Insurance - Missing parcel
Please submit a claim within 3 days of the estimated delivery date, or once it has been marked as delivered - whichever is earlier.
15. Insurance - Damaged parcel
Please notify CCX of a claim within 2 days of the parcel being delivered.
16. Insurance - Providing evidence / information
During the claim process we may request further evidence or information. Please reply to our email requests within 2 days or we may assume your claim has been resolved.
17. Invoices and Statements- How do I view and or print?
View top menu and click on “My Account” to access accounting features – select and view invoices or statements or edit account details.
18. Parcel Information - How do I know what my parcels weigh?
Search for details of your item on the internet or weigh your parcel on a bathroom scale. If you do not have a scale you will have to estimate the weight, but please remember you will be billed for any under declaration of your parcels weight or dimensions. If in doubt, it is recommended to round up on weight to nearest half kg when providing these details - to avoid disappointment.
19. Parcel Information - What if my dimensions and weight are incorrect?
You will be contacted by our support team once they receive notification from the Courier, and you will be billed for the balance as well as a penalty. This may take a few weeks. It is recommended to round up to the nearest cm on each dimension, when providing these details to avoid disappointment.
20. Parcel Information - Actual Weight, Volumetric Weight and Billable Weight
Actual weight is the weight in kilograms (kg) of your package. It must include the weight of any packaging.
Volumetric weight is calculated using the formula: width x length x height in centimetres / 5000 for Express shipments and by 4000 for Economy Road or Budget services.
Therefore, if you send a 1kg parcel on an Express service with size 60cm x 30cm x 20 cm, its volumetric weight will be: 60 x 30 x 20 / 5000 = 7.2kg. The chargeable weight will be the larger of the actual weight and the volumetric weight, rounded up to the nearest kg = 8kg in this example.
21. Parcel Information - Weighing and measuring your shipments
a. Measure the length, width and height of each parcel in centimetres (cm).
b. Weigh your parcel in kg. All our quoted prices are based on the greater of the actual weight or the volumetric weight which is based on this formula: width x length x height in centimetres / 5000 for Express or 4000 for Economy services. The system will automatically calculate this. Please note that if you under-declare the measurements or weight of your parcels, you will be charged for any difference to the courier’s confirmed weights and dimensions.
22. Parcel Information - Do I get compensation if my parcel is being delayed?
Delivery standards are estimates only, are not guaranteed by our courier partners or by Courier Connexion.
23. Payment – Do I have to store my credit card details on registration?
No, your credit card details will not be requested at registration. When requested to make payment it will be via our recognised secure payment gateway called Payfast. No credit card details are stored or processed on the Courier Connexion.com system.
24. Rates – Will I always get the cheapest rate?
Although we negotiate bulk discounts with our courier partners, we cannot always guarantee the cheapest rates on all services. If you send more than 100 parcels a month, please contact us to discuss further options.
25. Rates - Why have the rates changed?
Rates are calculated in real time and can fluctuate based on fuel or other surcharges or adjustments made by our courier partners at any time.
26. Registration - Do I need my ID and Credit card number to register?
No, you are not required to provide this information. If paying by credit card, you will enter this at checkout directly with the secure payment gateway.
27. Tracking - How can I track my parcel?
Tracking can be accessed by clicking on the “Action” button associated with the shipment. Contact our support team for any further assistance.
28. Waybill - How do I print my waybill?
After submitting your shipment, you will be provided with an option to view and print your waybill and label. When viewing your shipment, you are also provided with an option to print waybill. Waybills and associated documents (Commercial invoice for international shipments) can be viewed and printed by clicking on the “Action” button associated with the shipment.
30. Waybill - I have a waybill label, now what?
Attach the label/s to your parcel/s, and hand the parcel/s and waybill to the driver. The last page is for the driver to sign as your confirmation of the collection. You can track the progress on the Courier Connexion website, under “View Shipments”.