Frequently Asked QuestionsFAQ

Find answers to common questions

Use the search box under each section to refine your answers


  • Question: What am I not allowed to send?

    Answer: You may NOT send the following items via PAXI:

    • Cash
    • Firearms/explosives
    • Gas/Paraffin
    • Fluids/Liquids
    • Human remains or ashes
    • Illegal goods (these are goods which are considered illegal in South Africa), including but not limited to pirated goods, counterfeit goods and narcotics/drugs
    • Live animals (including but not limited to mammals, reptiles, birds and fish), Insects, larvae, pupae etc.
    • Clinical and or Biological samples (including but not limited to bodily fluids and tissue samples)
    • Perishable items that require a temperature controlled environment (including but not limited to foodstuffs and flowers)
    • Pornography (whether in printed, film or digital format)
    • Tobacco, loose leaf tobacco products and pre-rolled cigarettes
    • Prescription medications
    • Dry ice

  • Question: May I send a parcel outside of South Africa?

    Answer: No, not yet but watch this space!

  • Question: What do I need to bring to send a parcel?

    Answer: All you need is proof of identification and the PAXI reference number for your parcel. You will receive a unique PAXI parcel tracking number in the SMS that informs you that your parcel is ready for collection.

  • Question: Does my parcel have insurance?

    Answer: No, it does not, unless cover is purchased in store. As a token of goodwill, PAXI do compensate our valuable customers parcels to a maximum value of R500 for a lost parcel. Damaged parcels will not be covered. Please refer to detailed terms and conditions on our website.

  • Question: Can I track my shipment?

    Answer: Yes you can. Track your shipment on our website under the track and trace section, just enter your parcel reference number. Alternatively call 086 000 7294 or sms "PAXI" to 30941 (FREE SMS) and we will return your call.

  • Question: Can the PAXI parcel point keep my counter to counter parcel for longer than 7 days?

    Answer: Yes! After 14 days your parcel will be returned to the sender. If you know that you can't collect your parcel within this time frame, ask somebody to collect on your behalf. Make sure the person brings proof of identification and unique PAXI parcel OTP (one time pin) for the collection.

  • Question: How do I package my parcel?

    Answer:

    • Always use high quality wrapping and cushioning/filler materials consider the strength and durability of your chosen packaging (Things like bubble wrap, newspaper etc.)

  • Question: What is the maximum parcel weight I can send with PAXI?

    Answer: Up to 10KG

  • Question: How will I know when my parcel is ready for collection at the PAXI destination selected?

    Answer: You will receive a SMS as soon as your parcel has been delivered to your chosen PAXI parcel point and is ready for collection.

  • Question: Can a friend or family member send a parcel on my behalf?

    Answer: Yes, as long as they have their proof of identification and you have given them the OTP.

  • Question: How much does it cost to send a parcel via PAXI?

    Bag Size 7-9 business days 5-7 business days 3-5 business days
    Standard
    450mm X 370mm
    Large
    640mm X 510mm
    Max 10kg


  • Question: Where is PAXI available?

    Answer: In all PEP stores across South Africa. Refer to our store locator page.

  • Question: What do I need to bring to collect a parcel?

    Answer: All you need is proof of identification and the unique One-Time-PIN you received via SMS that informed you that your parcel is ready for collection.

  • Question: Can a friend or family member collect a parcel on my behalf?

    Answer: Yes, as long as they have proof of identification and you shared the One-Time-PIN with them.

  • Question: My email address or phone number has changed. What should I do?

    Answer: Please contact PAXI and provide us with your new contact details. Without your details PAXI is unable to notify you that your parcel is ready for collection.

  • Question: Is my parcel safe?

    Answer: PAXI is a safe and secure delivery service. All PAXI parcels are stored in dedicated secure storage locations at the various PAXI points. PAXI uses a sophisticated IT system that is able to track all parcels at all times. In the unlikely event that something goes wrong, we will know exactly where and when this happened and will resolve this for you.

  • Question: I have lost my PAXI parcel OTP (one time pin). What should I do?

    Answer: Call 086 000 7294 or SMS "PAXI" to 30941 (FREE SMS) and we will resend it to you.

  • Question: Can the PAXI parcel point keep my counter to counter parcel for longer than 7 days?

    Answer: Yes but after 14 days your parcel will be returned to the sender. If you know that you can't collect your parcel within this time frame, ask somebody to collect on your behalf. Make sure the person brings proof of identification and unique PAXI parcel OTP (one time pin) for the collection.

  • Question: Can I track my shipment?

    Answer: Yes you can. Track your shipment on our website under the track and trace section, just enter your parcel reference number. Alternatively call 086 000 7294 or SMS "PAXI" to 30941 (FREE SMS) and we will return your call.


  • Question: Can a friend or family member return a parcel on my behalf?

    Answer: Yes, as long as they have proof of identification and the PAXI Returns Token number.

  • Question: What do I need in order to return my parcel?

    Answer: Take proof of identification as well as the barcoded Returns Token Number you received with your parcel or via sms from the supplier.

  • Question: How much does a return cost?

    Answer: Depending on the supplier it might be free of charge or have a small fee.

  • Question: How will I know when my return reaches its destination?

    Answer: You will be kept updated on your parcel's journey via SMS or you can track its progress on our website.

For more information or questions, please contact the PAXI customer care centre:
086 000 7294