frequently asked questions

Simply explained, the bigger an item is, the more room it takes up on a truck, delivery vehicle or aircraft, and the more it costs to ship. If an item is large but light, the price will be based on the size (volumetric weight) rather than the actual weight.

Volumetric weight (sometimes referred to as dimensional weight) is calculated using a volumetric weight formula. Different courier companies use different metrics, but to establish the volumetric weight of your eParcel package, you just need to measure the length, height and width of your parcel.

Then grab your calculator and:

• Multiply the parcel’s three dimensions (length x height x width)
• If you are using centimetres then divide the result by 5000 for express delivery service, or 4000 for economy delivery service
• The resulting figure represents the volumetric weight of your parcel

You are liable to surcharges on any extra weight. Overweight items may cause considerable delay and/or damage to both your and other people’s parcels if sent on standard services. Please try and use the exact dimensions and weight of your packed shipment when doing a quote.

If we notice a difference in the billable weight we will notify you of the changes and the cost involved. If unpaid surcharges are not paid to EParcel within 2 days, the debt will automatically be passed over to our Insolvency Partner and your parcel will be destroyed.

If you don’t use couriers regularly, needing to send a parcel might seem like a bit of a head-scratch. Where do you even start? The whole thing can seem like a rather complicated process.

Don’t worry! At eParcel, we happen to be rather experienced in shipping parcels. We will take you through every step so that you know exactly what you have to do to send a parcel anywhere in the world!

• STEP 1: Package your shipment First thing’s first; you’re going to need to package up whatever it is you’re planning to send. No reputable courier service will take items without packaging – it poses too great of a risk to not only your item, but to every other item being transported.
  
  When we send a parcel with a courier, we all like to imagine that our item is very carefully carried by one person from A-B. The truth is that your item will be transported through a courier network. It will first be sorted by a machine and then placed into a van with tens (or even hundreds) of other heavy and large parcels and driven to its destination. Of course, if you’re sending your parcel with a reputable courier (like our providers) any damage to your item in transit is very unlikely.
  
  However, it can happen on very rare occasions and for that reason, you’ll want to ensure you’ve done everything humanly possible to protect your item.
  
  The way you package your item will, of course, depend on the item itself. For example, if you’re planning to send documents, paintings, or bigger items such as electricals; you will need to package all of these in different ways.
  
  That said, a general rule of thumb is to make sure your item is packaged properly and as securely as possible. Use sturdy materials; a double-walled cardboard box is less likely to collapse or tear. You might also want to add some internal packaging, such as bubble wrap or packing peanuts to give your items some extra cushioning.
  
  You’re also going to want to read over our prohibited and non-compensation items list to ensure what you are sending can be carried and whether it can be covered in the rare event of loss or damage.
  
  
• STEP 2: Weigh and measure your shipment! Many, if not all, courier services will require you to provide the details of your parcel, such as the weight and dimensions, at the point of booking. These details are required as it is how the price of your shipment is actually determined.
  
  You’re going to want to ensure that these details are as accurate as possible, as you don’t want to end up paying more for the shipment than what you actually need to. Similarly, you don’t want to pay too little, then receive a hefty oversized charge later down the line. It will also help to prevent any delays or complications.
  
  
• STEP 3: Book your courier online! Now that you have your parcel ready, it’s time to book your shipment. You can either drive to a courier company to use their courier services, or you can save yourself a pretty penny (or Rand) by booking through eParcel online courier service.
  
  When you book with eParcel instead of going directly to the courier company, you can save yourself up to 80% on the cost of your courier service. That’s because we’ve negotiated fantastic low rates with our network of reputable couriers, which means you still receive the same high-quality service, but for a fraction of the price.
  
  What’s more, booking with eParcel is easy peasy lemon squeezy. There’s no complicated sign up process, all you need to get started is a valid email address. Our online booking system is straightforward and only takes a few short moments to complete.
  
  
• STEP 4: Print and attach your shipping labels! When you book a courier service, you’ll be sent some shipping labels (also know as waybills) that you’ll need to print and attach to each of your items in your shipment. At eParcel, we email these waybills through to you on confirmation of your order details.
  
  NEVER FILL IN MANUAL WAYBILLS FROM THE DRIVER WHEN YOU ARE PROVIDED WITH ELECTRONIC WAYBILLS TO PRINT OUT
  
  
• STEP 5: Sit back and relax! That’s it – eParcel takes care of everything from here! You can simply sit back and relax whilst your shipment is collected and delivered to its destination.
  
  When you book a handy courier service with eParcel, there’s no need to take your parcel to at a drop-off point, and no need to venture out to collect them when they arrive. We offer a full door-to-door service for your convenience.
  
  We also provide full online parcel tracking so that you can monitor the progress of your shipment every single step of the way. You can see when your shipment is out for delivery, so you’ll know exactly when to expect it.
  
  If you happen to have any questions or concerns along the way, eParcel's dedicated customer support team will be happy to help with any query you might have.

Firstly your shipment will not be traceable as your waybill number has changed. Then there is a possibility that the manual waybill was not completed correctly which will delay the delivery process and your parcel could be lost due to not being able to trace it.

Please contact us asap should you not have used the e-Wayill. Please note that should insurance be taken on the shipment and the eWayill was not used the insurance will be void.

If you have two or more parcels to be collected at your address, we recommend that you write your waybill numbers on top of your boxes or flyer bags. By doing this we would like to eliminate the possibility of waybills being swapped around & placed on incorrect shipments.

If, for some reason you need to cancel you courier shipment, just contact us. If the collection has not been scheduled you will recieve a full refund excluding a R50 administration fee. Should you wish to cancel after the collection has been arranged please contact us for the fees involved. All refunds will be paid back to your eWallet with eParcel.

Drivers will collect your items between 8.00 and 17.00. We are unable to advise of a more specific collection time. You may be able to contact us to get a smaller collection window. Please note that not all drivers have access to mobile phones so may not be able to call you in advance or when they arrive at the address. Ensure that someone is available during the collection times on your scheduled day of collection.

Your items will be delivered between 8.00 and 17.00 on the delivery date. You can also track your items online to see when they are out for delivery.

If you miss your collection please contact us as soon as possible as we may be able to arrange another collection for you. If the driver does not show up please contact us so we can arrange another collection date or offer you a refund.

We recommend booking 2 days before your collection date, but you can book up to 4 working days in advance.

Please contact us. Waybills are required for all services. If you do not have access to a printer, please try and visit a printing shop. If there is a barcode in the label then you must print the provided waybills. Barcoded waybills must be attached. Do not hand your parcel to the driver without waybills. You may be charged an admin fee, or your parcel could be returned if you do not attach waybills.

It is very rare for any items to be damaged, but if your items have been damaged, we have procedures in place to possibly compensate you for the damage or loss. Please see below for more information on damaged parcels and the insurance claim process.

INSURANCE IS ONLY AVAILABLE TO REGISTERED AND VALIDATED ePARCEL CLIENTS

Only claims logged against a shipment for which insurance was selected when completing the order will be processed.

CLAIMS PROCEDURE IN DETAIL:

• Step 1: RECIPIENT OF THE DAMAGED PARCEL MUST INDICATE ALL DAMAGES ANYWHERE ON THE FRONT OF THE WAYBILL (NOT AT THE BACK OF THE WAYBILL). THE RECIPIENT MUST ALSO SIGN BELOW THE DAMAGE DESCRIPTION ON THE APPLICABLE WAYBILL.
• Step 2: MAKE A COPY OF THE WAYBILL AS WELL AS THE DAMAGE DESCRIPTION FOR THE CLAIMS PROCESS. THEN REQUEST A CLAIM FORM BY EMAILING [email protected].
• Step 3: CLIENT MUST PROVIDE AN INVOICE FOR THE AMOUNT THAT IS BEING CLAIMED FOR, FOR THE DAMAGED OR MISSING GOODS. PLEASE NOTE THAT IF THE INSURANCE VALUE WAS NOT CONFIRMED VIA EMAIL OR INDICATED ON THE WAYBILL BEFORE THE COLLECTION WAS ARRANGED, NO CLAIM CAN BE PROCESSED.
• Step 4: PLEASE PROVIDE AS MANY PHOTOS AS POSSIBLE OF THE DAMAGED GOODS. IF NO PHOTOS CAN BE PROVIDED, NO CLAIM CAN BE PROCESSED.
• Step 5: EMAIL YOUR CLAIM APPLICATION WITH ALL THE REQUIRED DOCUMENTATION ATTACHED TO [email protected].

• ANY INSURANCE REQUEST SHALL BE SUBMITTED IN WRITING BEFORE THE WAYBILL IS PROVIDED. IN FAILING TO DO SO, NO CLAIM CAN BE SUBMITTED.
• A NOMINAL PREMIUM WILL BE LEVIED FOR INSURANCE COVER. THE AMOUNT CHARGED WILL BE DEPENDENT ON THE VALUE OF THE OF THE SHIPMENT AS INDICATED ON THE WAYBILL & INVOICE.
• THE INSURED AMOUNT MUST BE CONFIRMED VIA EMAIL OR SUBMITTED WITH YOUR BOOKING. IT IS THE CLIENT’S RESPONSIBILITY TO ENSURE THE CORRECT INSURED AMOUNTS REFLECTS ON THE ELECTRONIC WAYBILL.
• IF NO CONFIRMATION FOR THE INSURED AMOUNT IS RECEIVED OR SUBMITTED, THE SHIPMENT WILL NOT BE INSURED WHILE TRAVELING TO ITS DESTINATION.
• NO INSURED AMOUNT MAY BE WRITTEN OR ADJUSTED ON ANY PROVIDED ELECTRONIC WAYBILL WHATSOEVER. IF ANY AMENDMENT TO THE INSURED AMOUNT HAS BEEN MADE OR ADDED, NO CLAIM WILL BE PROCESSED.
• NO MANUAL WAYBILLS WILL BE INSURED & NO CLAIM WILL BE PROCESSED AS THE COURIER ONLY USES ELECTRONIC WAYBILLS. THUS, NO WAYBILLS MAY BE MANUALLY COMPLETED, IF SO, THE SHIPMENT WILL NOT BE INSURED & NO CLAIM WILL BE PROCESSED.
• ALSO NOTE THAT THE INVOICE AMOUNT CANNOT EXCEED THE AMOUNT THAT WAS CONFIRMED FOR INSURANCE WHEN THE COLLECTION WAS ARRANGED. IF THE AMOUNTS DO NOT MATCH NO CLAIM CAN BE PROCESSED.
• WE ARE NOT THE PROVIDER OF INSURANCE, THUS THERE ARE CERTAIN PROCEDURES TO FOLLOW WHEN SUBMITTING A CLAIM & WE (THE COURIER) INTEND TO FOLLOW THE PROCEDURES AS ACCURATELY AS POSSIBLE. THIS IS TO ENSURE THAT THE BEST POSSIBLE OUTCOME / RESULT IS OBTAINED FOR OUR CLIENTS.
• ALL CLAIMS MUST BE SUBMITTED WITHIN 24HRS AFTER THE DELIVERY TOOK PLACE. AFTER 24 HRS NO CLAIMS WILL BE ACCEPTED & PROCESSED FOR THE SHIPMENT IN QUESTION.
• ALL REQUESTED DOCUMENTATION MUST ACCOMPANY YOUR CLAIM REQUEST AS PER REQUIREMENTS. IF ANY DOCUMENTATION IS SUBMITTED LATE (AFTER THE 24 HR PERIOD) THE CLAIM WILL BE DEEMED AS UNSUCCESSFUL & NO CLAIM CAN BE PROCESSED. IF THE ELECTRONIC WAYBILL IS NOT USED FOR ANY INSURED SHIPMENT, THE INSURANCE WILL BE FORFEITED COMPLETELY & NO CLAIM WILL BE PROCESSED.
• ALL PROCEDURES, AS SET OUT IN INSURANCE PROCEDURES, HAVE TO FOLLOWED.
• THE COURIER DOES NOT GUARANTEE A CLAIM WILL BE SUCCESSFUL AND THIS WILL BE AT THE DISCRETION OF THE PROVIDER OF THE INSURANCE AND THE COURIER HAS NO CONTROL OVER THE PROCESS. THE COURIER ONLY ASSISTS IN ENSURING THE LODGING OF THE CLAIM IS MADE AS REQUIRED BY THE INSURER.

• LOSS OR DAMAGE CAUSE BY: FIRE, EXPLOSION & EARTHQUAKE.
• LOSS OR DAMAGE CAUSE BY: WIND, THUNDER, LIGHTNING, STORM, HAIL, FLOOD, SNOW.
• ACCIDENTAL DAMAGE: DAMAGE CAUSED ACCIDENTALLY WHILE STOCK IS BEING TRANSPORTED OR LOADED ON OR OFF THE VEHICLE WHILE TRANSPORTING THE STOCK.
• MALICIOUS DAMAGE: DAMAGE CAUSED MALICIOUSLY.
• ADDITIONAL COVER: LOSS OF OR DAMAGE CAUSED BY THEFT.

• MAXIMUM INSURANCE AVAILABLE: R50000.00
• INSURANCE COST: R35 excl VAT per R10000.00.
• EXCESS PAYMENT: FULL ALL RISKS, INCLUDING FIRE, COLLISION, OVERTURNING, THEFT CONSEQUENT THEREON.
• MINIMUM INSURANCE VALUE: R1 000.00
• EXCESS FEE, EXCLUDING HIJACKING AND ARMED ROBBERY: 12.8% OF CLAIM VALUE
• EXCESS FEE HIJACKING AND ARMED ROBBERY: 22.8% OF CLAIM VALUE