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Frequently Asked Questions
If you can’t find what you’re looking for, please contact us directly on the contact form below.
Q: How do I open a SkyNet account?
We would love to welcome you to the partnership that delivers.
Click here and complete the form and one of our New Business Representatives will contact you shortly to open an account.
Q: How do I register to use the SkyNet online tool?
Click here to register for SkyTrack and start shipping today.
Q: Can I pay cash to send a package?
SkyNet Worldwide Express operates with 30-day account facilities.
You may want to make use of Droppa, our on-demand partner if you wanted to pay cash to send your package or go to one of our Retail Partners to send your shipment from there.
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 SkyTrack and receive your quotation immediately or contact Customer Service via WhatsApp, send an email to customerservice@skynet.co.za or call us on 087 106 9966.
Q: How much does it cost to send a Domestic package?
As an account holder, we have developed customised pricing to suit your shipping requirements.
You also have access to our online shipping tools which includes a quotation option.
Login into SkyTrack your quotation immediately or contact Customer Service via WhatsApp, send an email to customerservice@skynet.co.za or call us on 087 106 9966.
Q: How much does it cost to send an International package?
As an account holder, we have developed customised pricing to suit your shipping requirements.
You also have access to our online shipping tools which includes a quotation option.
Login into SkyTrack your quotation immediately or contact Customer Service via WhatsApp, send an email to customerservice@skynet.co.za or call us on 087 106 9966.
Q: Are there any surcharges applicable when I send a package?
Yes, the following surcharges may apply.
- Afterhours
- Early Delivery
- Saturday Collection or Delivery
- Embassies Collection or Delivery
- Tenders Collection or Delivery
- Sameday Express service
- Sameday Drive Away fee
- High Risk Collection or Delivery
- Remote Surcharge
- Fluctuating Fuel Surcharge
- Document Fee
- International Additional Handling fee (over 31 kg p/box)
- International Address Correction R65.00
- International Outlying Areas (for deliveries outside of the main cities / town)
Please contact Customer Service via WhatsApp, send an email to customerservice@skynet.co.za or call us on 087 106 9966 for more information.
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 Overnight Express by 10h30 shipment:
(60 x 30 x 20 cm)/ 5,000 = 7.2kg
The following volumetric factors apply:
| Overnight Express by 10h30 | 5,000 |
| Next Day | 5,000 |
| Express Road | 4,000 |
| International Express | 5,000 |
| International Cross-Border | 4,000 |
| International Airfreight | 6,000 |
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: What is classified as Major Centres?
The following cities and areas within a radius of ± 50km are classified as Major Centres:
Bloemfontein George Polokwane | Cape Town Johannesburg Port Elizabeth | Durban Kimberley Pietermaritzburg |
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Q: What is classified as a Local area?
Pickups and deliveries within the same Major Centres, listed above.
Q: What is classified as a Regional area?
Regional towns are towns not listed above.
Where a regional town is serviced by a different city and require a long-haul connection between two different major cities, it is considered Regional.
For example, a pickup from Johannesburg to Malmesbury where a long-haul is required from Johannesburg to Cape Town prior to delivery to Malmesbury.
If both collection and delivery towns are regional towns, irrespective of whether they are serviced by the same major city, they are considered and priced as regional deliveries.
For example, a pickup from Malmesbury and a delivery to Worcester both serviced by the Cape Town Major Centre city.
Q: What is classified as an Intra-Regional area?
An area is considered intra-regional if collection and delivery is between a Major Centre and a regional town that is serviced by that same Major Centre.
For example, a pickup from Cape Town and a delivery to Malmesbury.
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 SkyTrack, create your waybill and the system will automatically create your pickup.
Alternatively, contact Customer Service via WhatsApp, send an email to customerservice@skynet.co.za or call us on 087 106 9966.
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 SkyTrack. 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 on 087 106 9966 or send an email to customerservice@skynet.co.za to find out what time your package will be collected.
Q: How do I cancel a pickup?
Contact Customer Service via WhatsApp, send an email to customerservice@skynet.co.za or call us on 087 106 9966.
Q: Where can I find my nearest SkyNet location
Click here to find your nearest SkyNet location.
Q: Can I pay cash to send a package?
SkyNet Worldwide Express operates with 30-day account facilities.
You may want to make use of Droppa, our on-demand partner if you wanted to pay cash to send your package or go to one of our Retail Partners to send your shipment from there.
Q: How do I send a package using the online shipping tools?
Login into SkyTrack.
Go to eWaybill > Create eWaybill and complete the fields on screen.
Q: How do I know which Domestic service I need to use?
SkyNet offers the following Domestic services and you can choose the one that best suits your needs. Follow the links to find out more about each of the services.
Overnight Express delivery by 10h30 to Major centres
Next Day delivery by 17h00 to Major centres
Express Road delivery within 2 to 4 day to Major centres
You can also download the eWaybill Manual once you have logged into SkyTrack which can be found here.
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.
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.
For more detailed information, login into SkyTrack. Go to eWaybill > Audit details and enter your waybill number and you will be able to track your package.
Alternatively, contact Customer Service via WhatsApp, send an email to customerservice@skynet.co.za or call us on 087 106 9966 to find out what time your package will be collected.
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 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 via WhatsApp, send an email to customerservice@skynet.co.za or call us on 087 106 9966.
Q: How do I track my package?
As an account holder, you have access to our online shipping tools which includes an option to track your package. Basic tracking information can be found here.
For more detailed information, login into SkyTrack. Go to eWaybill > Audit details and enter your waybill number and you will be able to track your package.
Alternatively, contact Customer Service via WhatsApp, send an email to customerservice@skynet.co.za or call us on 087 106 9966 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.
For more detailed information, login into SkyTrack. Go to eWaybill > Audit details and enter your waybill number and you will be able to track your package.
Alternatively, contact Customer Service via WhatsApp, send an email to customerservice@skynet.co.za or call us on 087 106 9966 to obtain details of the proof of delivery of your package.
Q: I wasn’t available when SkyNet tried to deliver my package. How can I request a redelivery?
Please contact Customer Service via WhatsApp, send an email to customerservice@skynet.co.za or call us on 087 106 9966 to arrange for an alternative time to deliver your package.
Q: I received a SMS confirming my delivery will take place today, but the courier hasn’t arrived yet?
Please contact Customer Service via WhatsApp, send an email to customerservice@skynet.co.za or call us on 087 106 9966 for more information.
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:
- FICA / RICA delivery
- Consignee only delivery
- Secure Citizen verification
- Biometric verification
- OTP required
- ID required
- Customs inspection required
Q: What happens if my package was delivered to the wrong address?
Please contact Customer Service via WhatsApp, send an email to customerservice@skynet.co.za or call us on 087 106 9966.
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 customs@skynet.co.za for more information.
Q: How can I get a copy of the customs paperwork for my shipment?
Our Clearance team will send you all the documentation you require.
For any additional information, you can send an email to customs@skynet.co.za.
Q: Where can I get a copy of my invoices?
Please contact your finance representative or send an email to debtorsteam@skynet.co.za 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 debtorsteam@skynet.co.za 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 21 calendar 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 in order 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 financeclaims@skynet.co.za with your enquiry.
