Frequently Asked Questions

No, your credit card details will not be requested at registration, but you can elect to store your credit card details with our secure payment gateway, for your convenience. This facilitates a quicker payment process as the payment gateway remembers your details for future transactions and refunds.

Should a refund be due to you, we can reimburse you to your bank account (7th of the month), or credit card (up to 10 days to reflect) from which we received the funds or credit your wallet (within 24 hours), or add a voucher to your account (within 24 hours).

Please first check your spam or junk email folders. Your company’s IT firewall may also be blocking certain emails. Make sure the email address you have entered is correct. Contact our support team for further assistance.

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.

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.

For large or heavy parcels and for deliveries that are not urgent.

Generally, the smaller the parcel, the lower your cost. In addition, 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.

Click on the links from the email sent to you after booking a collection, or download from the “Orders” section of your “Profile” on the CCX website.

Make sure your adobe pdf reader is up to date.

If there is no print option on your screen, right click the PDF and “Save as”, then print.

Simply print the documents supplied via email (or downloaded from your profile) and hand the waybill page to the driver when he arrives to collect. 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.

When you are trying to book a collection, but cannot find a postcode for a specific suburb, enter the suburb as part of address line 2 and use the city or town in the dropdown menu. If this does not resolve your problem, please do not hesitate to contact support at connect@courierconnexion.com.

We have provided a list of sample items on the “Packing” link at the bottom of our website. If your item is not there, search for details of your item on the internet or weigh your parcel on a bath scale. If you do not have a scale you will have to estimate the weight, but please remember you will be billed for any weight over and above your quoted weight.

All our couriers work on a minimum flat rate for up to 2kg. Please fill in 2kg in the box provided.

You will be contacted by our support team and you will be billed for the balance.

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 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.

1. Measure the length, width and height of each parcel in centimetres (cm). 2. 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.

Delivery standards are estimates only, are not guaranteed by our courier partners or by Courier Connexion, and there is no automatic compensation for delays in deliveries. Discounts, service downgrades or refunds for late deliveries will depend on individual circumstances and will be considered on a case by case basis.

Please visit the tracking page on the CCX site and enter the waybill number and the courier partner selected. Contact our support team for any further assistance.

By ticking the relevant box, your goods will be insured for the value and the description entered into the fields. An insurance policy has been arranged by our insurance brokers, Lockton South Africa (Pty) Ltd, Authorised Financial Services Provider – FSP No 25937, which is underwritten by the Hollard Insurance Company. Excess fees are R200 including VAT for goods insured for less than R50 000 and 3% excess for goods over R50 000 to a maximum of R2 000 000 incl. VAT. Maximum cover provided will be R50,000 per any one waybill. Contact Courier Connexion for cover exceeding R50,000. All insurance related queries should be emailed to connect@courierconnexion.com and our finance department will assist you with the claims process.

For damaged items: 1. Cost price invoice (with customer address) 2. Purchase price invoice (showing the cost price) 3. Photos of damages 4. Photos of packaging For missing items: 1. Cost price invoice (with customer address) 2. Purchase price invoice (showing the cost price) 3. Photos of the original item Please submit all the required documents otherwise we may not be able to process the claim.

As per our insurance carrier’s policy, please follow the guidelines above for submitting a claim as a claim can be declined if submitted later than these guidelines.

Please notify CCX of a claim within 2 days of the parcel being delivered.

During the claim process we may request for any further evidence or information. Please reply to our email requests within 3 days or we may assume your claim has been resolved.

There are daily cut-off times displayed on the CCX website. These refer to collections in Main Centres. You need to trigger the collection by downloading your waybill before these times. 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 call our support team to assist.