Most questions we get asked can be found under one of these three topics. Select a category and look through the frequently asked questions around the topic.
Go ahead and browse through questions that have been asked by other PAXI customers.
Yes! PAXI has partnered with OrderIn to offer an exciting new service. If you are unable to make it to a PAXI Point to collect your parcel, you can now send an on demand delivery driver to collect and deliver it to you within 60 minutes!
No, we are currently running a test with a few PAXI Points in the Western Cape. If your parcel is eligible for home delivery on demand, the receiver of the parcel will receive an SMS.
If your parcel is heading to a PAXI point that is part of the test, you (the receiver of the parcel) will receive an SMS to inform you that you will have the option for a home delivery. Once the parcel is delivered to the destination PAXI Point, you will receive an SMS with a link to activate and pay for your home delivery. Your delivery address needs to be within 5km from the PAXI Point and you will need to complete an online payment to pay for your home delivery.
An Orderin driver will collect your parcel from the PAXI Point and bring it to your specified address, within 60 minutes.
If you do not want a home delivery, you can still collect your PAXI parcel at the PAXI Point within 14 days after delivery. Remember to collect with your ID and Collection PIN.
The cost of the home delivery depends on the delivery distance. The cost will range from R27 and R46.
You will need to pay for the on demand home delivery via a secure online payment gateway, provided during the process of requesting a on demand home delivery. The current tender methods are Credit Card and Instant EFT.
We would love to hear from you, if you have any questions about on demand home delivery, or if you are experiencing an issue with your home delivery. Please contact us: on WhatsApp (+27600702492) or call us on 086 000 7294.
A detailed list of prohibited and restricted items is available on our SEND page here.
Fragile Items: Fragile items are not allowed as we do not have a fragile item process or logistics network. PAXI tries to ensure that each parcel is handled with care, but we cannot guarantee the safe handling of parcels by our various retail and courier partners.
As such, PAXI does not accept any liability for fragile items that arrive at their destination damaged. Fragile items are sent at the sender's risk. Please ensure all items are well and securely packaged by using fillers such as bubble wrap, boxes etc.
Liquids: Liquids are not allowed as they can break and/or leak placing the parcels of other customers at risk. Please do not send liquids using PAXI. Couriers reserve the right to refuse further transport of any parcels that leak liquids and risk damage to their vehicles, facilities or other parcels.
Drugs & Other Illegal Items: Parcels are screened by our couriers. Any parcels containing drugs or any other illegal items will be confiscated and handed over to authorities. PAXI will cooperate with authorities in any investigations and share data as required.
The PAXI Point Code can be obtained on our website or if you need assitance, store staff can also search for it on the PAXI app if you can provide an address
No. PAXI offers a flat rate between any two PAXI Points.
The price is dependent on the bag size and the speed of service you choose. Bags come in 2 sizes, SMALL (450mm x 370mm, max weight 5kg) and LARGE (640mm x 510mm, max weight 10kg) and 2 service types: delivery within 3-5 Business Days, or 7-9 Business Days.
Accepted forms of identification we currently accept are:
PAXI does not offer a fragile parcel service.
It is recommended that items are boxed before being put into a bag whenever possible, and that appropriate filler material (bubble wrap, packing peanuts, newspaper etc.) is used so that contents is protected during the transportation journey. The box will also protect the contents in the event that the bag snags or tears during handling, and prevent the items from falling out or getting lost.
Do NOT seal with tape and secure by applying the self-adhesice strip.
It is important that PAXI bags are NOT overfilled and that the correct size bag is used. PAXI Points and Couriers reserve the right to refuse overfilled bags as they are more likely to tear or burst in transit, resulting in damaged or lost items.
Please adhere to the "Fill Up to Here" indicator line on the bags. Items that are damaged or lost due to overfilling or not securely packaging a parcel cannot be claimed for.
A self adhesive strip is available in the inside flap of the PAXI bag. Peel off the strip and make sure you press the glue strip tightly onto the white part of the bag. A good seal is important to protect the contents from getting wet or falling out.
Do NOT overpack the bags, as the adhesive strip may be compromised. PAXI Points and Couriers reserve the right to refuse over packed bags sealed with tape. Use the fill up to here indicator on the back of the bag to guide you to not overfill your bag.
When a parcel has been successfully scanned in at your drop-off PAXI Point of choice, you will receive an SMS as a "digital receipt". The receiver will also be sent an SMS.
Make sure that the correct destination PAXI Point was captured during the data capturing process.
We try out best, but mistakes do happen. Please check the confirmation SMS when a parcel is dropped off to make sure the correct destination was captured. If a mistake was made, contact the call center either telephonically (086 000 7294) or via WhatsApp (+27600702492) to have it corrected. The sooner the correct destination is updated, the less the impact will be.
Please note that a route update might result in a delay of your parcel.
Small bags are rated for up to 5kg, while large bags may be packed up to 10kg.
PAXI Points and Couriers reserve the right to refuse bags that exceed these restrictions
Senders and Receivers are kept informed of parcel movements through regular SMS messages.
Important SMSes include:
No it isn't.
The responsibility to safely, securely and appropriately package items in a parcel is left to the customer. As such PAXI does not assume any liability for damaged goods. We do not encourage the sending of fragile items as our logistics network has not been designed for this. For further details please consult our Terms and Conditions.
In the event of a lost parcel (due to hijacking, theft etc), PAXI's liability for lost parcels is limited to the value of the parcel or R500 if insurance was not purchased, whichever is LESS.
The most economical PAXI offering makes use of a very low cost transportation network where vehicles travel on fixed routes.
As such, parcels can sometimes take a couple of days to get picked up by the courier from their PAXI Point, or might spend a couple of business days on a courier's hub floor before resuming their journey. Sometimes a parcel will catch a ride to a diffrent part of the country that won't make sense! Don't worry though, we are confindent your parcel will arrive within the advertised delivery timeframe.
While the wait may be frustrating at times, it is the reason the price is as low as it is.
Refer to our store locator page to find your closest PAXI point.
Each PAXI Point will have a sign in the window displaying their unique PAXI Point code. Currently PAXI is available at PEP, PEPhome, PEPcell, Tekkie Town and Shoe City stores across South Africa, and we will be adding more locations in the coming months and years.
Unfortunately you cannot. Once a parcel has been registered with a courier, the service speed cannot be changed.
Unfortunately you cannot. The PAXI service is non-refundable and the bag cannot be re-used once it has been processed during a drop-off.
Ask the store assistant to show you a sample size of a small or a Large bag before you purchase it
A business days means Monday - Friday. This excludes weekends and public holidays
No, you can also send a parcel from PEP to Shoe City, from Shoe City to Shoe City, from Shoe City to Tekkie Town or Tekkie Town to any PEP or Shoe City
An outlying area is defined as an area that is 60km or more away from a major city or town where our couriers have a facility.
You can drop off and pick up parcels 7 days of the week. Our courier partners however only operate on business days so please take that into account when sending a parcel.
If you have multiple items, puchase another bag or purchase a large bag.
If the PAXI Point name is unfamiar or unclear, you can search on the Store Locator Page to find out where it was sent to. Just change the seach type from "Address" to "PAXI Point" and enter the unique PAXI Point Code to find out which exact PAXI Point your parcel was sent to.
You only need 2 things to collect your PAXI Parcel:
Yes, as long as they have THEIR proof of identification and you shared your Collection PIN with them.
If a parcel is left uncollected at its destination PAXI Point, it will be sent back to the store where it was initially dropped off. The Sender will be informed via SMS when it is being sent back, as well as when it arrives.
If it is not collected at the origin PAXI Point within another 14 day window, it will be sent to a uncollected parcel facility to be disposed of. Uncollected parcels cannot be claimed for.
PAXI is a safe and secure parcel service!
We take great care to track your parcel movements while it is traveling in the network. All PAXI parcels scanned when entering and exiting a location, and are stored in dedicated, secure storage locations.
In the event that something goes wrong and your parcel is lost due to hi-jacking, vehicle accident, theft or robbery at a PAXI Point we have a claims process in place. Please refer to our Terms & Conditions.
Please contact PAXI and provide us with your new contact details. Without your details PAXI will be unable to notify you that your parcel is ready for collection. Some security questions will be asked during this process.
Please refer to our business page for all the business tools and options we offer. We have a range of offerings for businesses of all sizes.
We have exciting news!
Through our partership with Shoe City you can you purchase PAXI Bags online! Order your bags here: www.shoecity.co.za
Bags will be delivered to your door!
PAXI has returns agreements with certain partners to allow for the return of unwanted, damaged or defective goods. To send a return parcel you will need to get a PAXI Return Token from the merchant partner and package your return items as prescribed by them.
You can then drop off your return parcel at any PAXI Point and present your ID and the PAXI Return Token. We will take care of the rest.
The online retailer / company you wish to return the parcel to will need to issue you with one.
That depends on the online retailer / company issuing the token.
Not at the moment but watch this space!
They will receive a notice via sms once you've dropped the parcel off at the PAXI point
They will receive an sms with a One Time Pin when the parcel has reached its destination
Currently we only do home collection for the 3-5 day service and in order to qualify for a free home collection you need to have a minimum of 25 parcels
Yes we do. There is however a minimum number of parcels you need to send per month to qualify. To be added to the contact list please engage with us here