Q: How do I register to use the SkyNet online tool? 

You will need to be a SkyNet account holder to receive access to our SkyNet online tool.  Send an email to cs-germany@skynetworldwide.com and we will take care of the registration. 

Q: How do I get a quotation?

As an account holder, you have access to our online shipping tools which includes a quotation option.   

Login into GETOnline to calculate your quotation immediately or contact Customer Service by sending an email to cs-germany@skynetworldwide.com or call us on 0049 69 88 55 55.

Q: How much does it cost to send an International package? 

As an account holder, you have access to our online shipping tools which includes a quotation option.    

Login into GETOnline to calculate your quotation immediately or contact Customer Service by sending an email to cs-germany@skynetworldwide.com or call us on 0049 69 88 55 55 

Q: How do I calculate the Volumetric mass of my package? 

Volumetric mass is calculated as follows: 

Length x Breadth x Height (cm) / by the volumetric factor 

The following shows the calculation of an International Air Express shipment:  

(90 x 50 x 60cm)/5000 = 54kg

The following volumetric factors apply: 

Q: How do I calculate the chargeable mass of my package? 

Chargeable mass is calculated as the greater of the actual mass (kg) and volumetric mass.

Q: How do I arrange a pickup? 

As an account holder, you have access to our online shipping tools which includes an option to create a pickup.    

Login into GETOnline, create your waybill and select book a pickup upon completion.  

Alternatively, contact Customer Service by sending an email to cs-germany@skynetworldwide.com or call us on 0049 69 88 55 55.

Q: What time will the courier collect my package? 

As an account holder, you have access to our online shipping tools which includes an option to create a pickup and indicate your preferred pickup times.    

Login into GETOnline.  When you create your waybill, you are able to select the pickup date, ready time and open time.  The pickup will be arranged for the times that you have indicated. 

Alternatively, contact Customer Service by sending an email to cs-germany@skynetworldwide.com or call us on 0049 69 88 55 55 to find out what time your package will be collected.   

Q: How do I cancel a pickup? 

Contact Customer Service by sending an email to cs-germany@skynetworldwide.com or call us on 0049 69 88 55 55 to cancel a pickup.

Q: Where can I find my nearest SkyNet location 

Click here to find your nearest SkyNet location. 

Q: How do I send a package using the online shipping tools? 

As an account holder, you have access to our online shipping tools which includes an option to create a waybill online.   

Login into GETOnline where you can complete your sender and recipient’s details.

Q: How long will it take for my package to be delivered? 

The transit time of your package is dependent on the service type, origin and destination. 

For more details, contact Customer Service by sending an email to cs-germany@skynetworldwide.com or call us on 0049 69 88 55 55.

Q: How do I know which International service I need to use? 

SkyNet offers the following International services and you can choose the one that best suits your needs.  Follow the links to find out more about each of the services 

International Air Express 

Skysaver Air 

Skysaver Road 

Q: How do I know where my package is?

As an account holder, you have access to our online shipping tools which includes an option to tack your parcel.    

Basic tracking information can be found here.   

Alternatively, contact Customer Service by sending an email to cs-germany@skynetworldwide.com or call us on 0049 69 88 55 55 to track your package. 

Q: How do I prepare commercial invoices for an International package?  

The Commercial Invoice needs to be specific in terms of the content of the package, including the following: 

• Full details of Exporter, including Exporter’s code 
• Full details of Importer, including Importer’s code 
• Harmonised System (HS) Code of each item being shipped 
• Detailed description of each item in the package 
• Quantity per item being shipped 
• Individual price per each item being shipped 
• Total price per line item being shipped 

Q: How do I calculate the Volumetric mass of my package? 

Volumetric mass is calculated as follows:

[Length x Breadth x Height (cm)] ÷ 5000

The following shows the calculation of an International Air Express shipment:  

(90 x 50 x 60cm)/5000 = 54kg

The following volumetric factors apply: 

Q: How do I calculate the chargeable mass of my package?

Chargeable mass is calculated as the greater of the actual mass (kg) and volumetric mass.

Q: Can I change the service type of a package after it has been picked up?

No, you’re not able to change the service type of a package after it has been picked up.  

Q: Can I change the delivery address of my package?

To change the delivery address of a package, please contact Customer Service by sending an email to cs-germany@skynetworldwide.com or call us on 0049 69 88 55 55.

Q: How do I track my package? 

As an account holder, you have access to our online shipping tools which includes an option to tack your package.    

Basic tracking information can be found here or login into GETOnline from where you can track you package.   

Alternatively, contact Customer Service by sending an email to cs-germany@skynetworldwide.com or call us on 0049 69 88 55 55 to track your package. 

Q: How do I get proof of the delivery of my package? 

As an account holder, you have access to our online shipping tools which includes an option to view the proof of delivery details of your package.    

Basic tracking information can be found here or login into GETOnline from where you can track you package and obtain the delivery details.   

Alternatively, contact Customer Service by sending an email to cs-germany@skynetworldwide.com or call us on 0049 69 88 55 55 to track your package.

Q: I wasn’t available when SkyNet tried to deliver my package. How can I request a redelivery? 

Please contact Customer Service by sending an email to cs-germany@skynetworldwide.com or call us on 020 8538 1988 to make alternative arrangements for the delivery of your package. 

Q: Can you deliver my package to someone other than the recipient noted on the waybill?

Yes, we can IF none of the below conditions apply. 

If the package is marked with any of the following instructions, the package may only be delivered to the recipient or consignee: 

• Consignee only delivery 
• ID required

Q: What happens if my package was delivered to the wrong address? 

Please contact Customer Service by sending an email to cs-germany@skynetworldwide.com or call us on 0049 69 88 55 55.   

Q: Why am I being charged duties and taxes by Customs for goods I have purchased and paid for online? 

In some cases, the online retailer may be responsible for collecting and remitting the customs duties and taxes on your behalf. However, this is not always the case, and it is important to carefully review the terms and conditions of your purchase to understand your obligations.

Q: How are duties and taxes applied?

Duties and taxes are applied based on the value of the goods being imported, the country of origin, and the type of product. Customs agencies use a tariff schedule, also known as the Harmonised System (HS) code to determine the applicable duty rates for each product. 

In addition to the duty, you may also be required to pay taxes such as value-added tax (VAT) or goods and services tax (GST) on the imported goods. The rate of tax varies by country and can also depend on the value of the goods being imported. 

It is important to note that duties and taxes are in addition to the cost of the goods and the shipping charges. Therefore, it is advisable to factor in the potential cost of duties and taxes when making a purchase from an overseas retailer. 

Q: What are duties and taxes? 

Duties and taxes are calculated as a percentage of the value of the goods being imported and are levied by a country’s customs agency on goods that are imported from another country.  

Both duties and taxes are collected by the customs agency when the goods arrive in the country of destination. In some cases, the courier or shipping company may pay the duties and taxes on behalf of the recipient and collect them when the goods are delivered.    

It is important to note that duties and taxes are in addition to the cost of the goods and shipping charges. Therefore, it is advisable to factor in the potential cost of duties and taxes when making a purchase from an overseas retailer.  

Countries refer to Tax differently, i.e.:  

• VAT (Value Added Tax) in South Africa and the UK 
• UST (Umsatzsteuer) in Germany 
• TVA (Taxe sur la valeur ajoutée) in France 
• BTW (Belasting Toegevoegde Waarde) in the Netherlands 
• GST (Goods and Services Tax) in Australia, New Zealand, Singapore and Japan 
• TVA (Taxe sur la valeur ajoutée) in France 

Q: Why do I have to pay duties and taxes?

Customs duties and taxes are designed to protect domestic industries and generate revenue for the government. They are imposed to ensure that imported goods are priced competitively with domestically produced goods, and to offset any advantages that foreign manufacturers may have due to lower labour costs or other factors. 

Q: Are duties and taxes applicable if I purchase my goods online?

In some cases, the online retailer may be responsible for collecting and remitting the customs duties and taxes on your behalf. However, this is not always the case, and it is important to carefully review the terms and conditions of your purchase to understand your obligations. 

Q: Why would a package be held in Customs?

Packages may be held in customs for a variety of reasons, including: 

• Customs inspection: Customs officials may want to inspect the package to ensure that its contents comply with local laws and regulations, and that any duties or taxes have been paid.  

• Security concerns: If the package contains items that are considered potentially dangerous or illegal, customs officials may hold it until they can determine whether it poses a threat.  

• Documentation issues: If the package is missing any necessary documentation or if the documentation is incomplete or incorrect, customs officials may hold it until the necessary paperwork is provided.  

• Intellectual property issues: If the package contains items that are suspected of infringing on intellectual property rights, customs officials may hold it until they can confirm whether or not the items are authentic.  

• Random selection: Sometimes, packages are selected randomly for inspection, as part of routine customs procedures. 

If your package is being held in Customs, you may need to provide additional information or documentation to clear it.   

Our Clearance team are standing by to answers any questions you may have.  You can send an email to cs-germany@skynetworldwide.com  for more information.

Q: Where can I get a copy of my invoices? 

Please contact your finance representative or send an email to cs-germany@skynetworldwide.com to request a copy of your invoice. 

Q: My invoice is incorrect.  How do I get it rectified? 

Please contact your finance representative or send an email to cs-germany@skynetworldwide.com to request a copy of your invoice. 

Q: How do I submit a claim for a damaged or lost package?

Click here to submit a claim for your damaged or lost package. 

Q: How long do I have to submit a claim for a damaged or lost package?

All claims due to damage (visible or concealed), delay (including spoilage claims), shortage, non-delivery or mis delivery must be notified to SkyNet in writing within 14 business days after delivery of the package, failing which no action for damages may be brought against SkyNet.  

All damages must be noted on the waybill by the recipient for the Claim to be considered. 

As a condition for SkyNet considering any claim for damage, the Recipient must note the contents, retain original shipping cartons and packaging, until the claim is finalised.

Q: How can I check when my claim will be settled? 

Please send an email to cs-germany@skynetworldwide.com with your enquiry.