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PAXI Portal
Are you sending multiple parcels at a time? Then the PAXI PORTAL is for you! Find out more
Frequently asked
questions
Can I only send a parcel from PEP to PEP?
No, you can send your parcel to any other PAXI Point. That means you can send your parcel from a PEP to a Shoe City or Tekkie Town that is listed as a PAXI point on our website.
Is my parcel safe?
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.
What am I not allowed to send?
Be sure to check out the “PAXI for you page” to view all our prohibited items. None of those prohibited items should be packed in your PAXI parcel.
What do I need to bring to send a parcel?
1. A PAXI bag purchased in-store or online. 2. The item(s) you want to send (safely packaged). 3. Proof of identification & your cellphone number (ID, passport or drivers licence). 4. The Receiver's cellphone number. 5. The PAXI Point code, name or suburb where the parcel must be sent to. The PAXI Point Code can be obtained on our website or if you need assistance, store staff can also search for it on the PAXI app if you can provide an address.
What is the maximum parcel weight I can send with PAXI?
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.
How do I track my parcel?
There are multiple ways to track your parcel. a.) You will receive regular SMS updates throughout the parcel journey b.) You can also track the parcel on our website here c.) Or call the PAXI Call Centre (086 000 7294) d.) Or track it on our WhatsApp channel (+27600702492).
PAXI for you
Is my parcel insured for loss?
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.
Is my parcel insured for damage?
No, 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.
Am I supposed to receive SMS updates?
Senders and Receivers are kept informed of parcel movements through regular SMS messages. Important SMSes include: a.) The Drop-Off Confirmation SMS when a parcel is sent containing a summary of what was captured; b.) An Arrival SMS when the parcel is delivered containing the Collection OTP; and c.) The Collection Confirmation SMS when the parcel is collected by the receiver.
How will the person I am sending a parcel to know when the parcel is ready for collection?
During the parcel drop-off process the receiver's cellphone number is captured. They will also be receiving SMS updates as the parcel movements are recorded and they will be notified via SMS when the parcel arrives at the destination PAXI Point. Should the receiver not collect the parcel within the allowed collection window, the sender will receive reminders to encourage them to collect it before it is eventually returned.
What proof do I have that I dropped a parcel at a PAXI point?
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.
How do I seal my parcel?
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 overpacked 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.
How should I package my parcel?
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-adhesive strip.
Is the price dependent on the distance or weight of the parcel?
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, STANDARD (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.
What are the valid forms of identification that PAXI accepts?
Accepted forms of identification we currently accept are: a.) RSA Green ID Book b.) RSA ID Smart Card c.) RSA Drivers License d.) Passport.
What if my parcel cannot close?
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.
What does a business day mean?
A business days means Monday - Friday. This excludes weekends and public holidays.
I recieved an SMS to collect my parcel, but I don't know where the PAXI Point is?
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.
Can a friend or family member collect a parcel on my behalf?
Yes, as long as they have their proof of identification and you shared your Collection PIN with them.
What happens if the receiver doesn't collect their parcel?
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.
My phone number has changed! What should I do?
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.
PAXI for business
If I have multiple parcels can they be collected from my premises?
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.
What should I do if I am experiencing technical difficulties on the portal?
Please report this to our call the PAXI Call Centre (086 000 7294) Or WhatsApp channel (+27600702492).
How will my customers know when to collect their parcels?
They will receive an sms with a "One Time Pin" when the parcel has reached its destination.
I have a small business and want to offer PAXI to my customers. How do I do that?
Please refer to our PAXI for business page for all the business tools and options we offer. We have a range of offerings for businesses of all sizes.
Can I only purchase bags in PEP, Tekkie Town or Shoe City stores?
No! We have exciting news! Through our partnership with Shoe City you can you purchase PAXI Bags online! Order your bags here: www.shoecity.co.za.
How do PAXI Returns work?
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.
Where do I get a PAXI Return Token?
The online retailer/company you wish to return the parcel to will need to issue you with one.
How will my customers know I have sent their parcel?
They will receive a notice via sms once you've dropped the parcel off at the PAXI point.
PAXI business tools
Does the PAXI location map work on Shopify or Woocommerce sites?
Not at the moment but watch this space!
Does PAXI offer system integrations or API's?
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.
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