Knowledge Base

What is volumetric weight and how is it calculated?

Volumetric weight (also known as dimensional weight) accounts for the space a parcel occupies relative to its actual weight. It is calculated as: Length (cm) × Width (cm) × Height (cm) ÷ 5000. The chargeable weight is the greater of the actual weight or the volumetric weight. This industry-standard calculation ensures fair pricing for both heavy, compact items and lighter, bulky packages.

What are the packaging guidelines?

Use sturdy corrugated cardboard boxes that are in good condition. Ensure items are individually wrapped and padded with bubble wrap, foam, or packing paper. Leave at least 5cm of cushioning on all sides. Seal all seams with strong packing tape. For fragile items, use double-boxing: place the item in a smaller box surrounded by cushioning, then place that box inside a larger outer box with additional padding.

What items are prohibited from shipping?

Prohibited items include explosives, firearms, illegal drugs, live animals, perishable food items (unless using a specialised service), currency and negotiable instruments, and any items prohibited by South African law. Certain restricted items such as lithium batteries and chemicals may be shipped under specific conditions with proper documentation. Contact us if you are unsure about your shipment contents.

How do I track my parcel?

You can track your parcel using the tracking number provided at the time of booking. Enter your tracking number on our website's tracking page for real-time status updates. You will also receive automated SMS and email notifications at key milestones: collected, in transit, out for delivery, and delivered.

What happens if no one is available to receive the delivery?

If the recipient is not available, our driver will attempt to leave the parcel with a responsible person at the delivery address. If no one is available, a notification card will be left, and the parcel will be returned to the nearest depot. A second delivery attempt will be arranged at no additional charge. Parcels uncollected after 7 days may be returned to the sender.

How do I obtain proof of delivery (POD)?

Proof of delivery is captured digitally at the time of delivery, including the recipient's name, signature (or PIN confirmation), and a timestamp. You can access POD documents through your online account dashboard or by contacting our customer service team with your tracking number.

How do I create an ICExpress account?

Creating an account is free and takes just a few minutes. Click the “Register” button on our website, complete your details, and verify your email address. Once registered, you can book shipments, save addresses, view shipment history, and access invoices — all from your personal dashboard.

What payment methods are accepted?

We accept all major credit and debit cards (Visa, Mastercard), instant EFT, and bank transfers. Business customers with approved credit accounts can pay on 30-day terms. All online payments are processed through secure, PCI-compliant payment gateways.

How does invoicing work for business accounts?

Business account holders receive consolidated monthly invoices reflecting all shipments during the billing period. Invoices are emailed on the first business day of each month and are also available for download from your account dashboard. Statements and individual waybill invoices are available on request.

What is GIT insurance?

Goods-in-Transit (GIT) insurance provides comprehensive cover for your parcel against loss, damage, or theft while in transit. GIT insurance is optional and can be added at the time of booking for a small percentage of the declared value of your goods. It is highly recommended for high-value or irreplaceable items.

How do I file a claim?

Claims must be submitted in writing within 14 days of delivery (or expected delivery date for lost parcels). Contact our claims department with your tracking number, a description of the issue, photographs of any damage (including packaging), and proof of the value of the goods. Our team will investigate and respond within 10 business days.

What is excluded from insurance cover?

Standard exclusions include: inadequate or improper packaging, inherent vice (natural deterioration), items not declared at the time of booking, consequential losses (lost profits, penalties), currency and negotiable instruments, and items on the prohibited goods list. Full terms and conditions are provided at the time of booking when GIT insurance is selected.

What customs forms do I need for international shipments?

International shipments require a commercial invoice (or pro-forma invoice for non-commercial items) detailing the contents, quantity, declared value, country of origin, and HS tariff codes. ICExpress provides customs documentation assistance and templates to simplify the process. Additional documents such as certificates of origin or import permits may be required depending on the destination country and goods type.

What items are prohibited for international shipping?

In addition to domestic prohibitions, international shipments may not contain items restricted by the destination country's customs authority. Common international prohibitions include fresh food, plants, animal products, counterfeit goods, and items subject to trade sanctions. Each country has its own specific restrictions, and our team can advise you before you ship.

Who pays customs duties and taxes?

By default, customs duties and import taxes are the responsibility of the recipient (Delivered Duty Unpaid / DDU). ICExpress can arrange Delivered Duty Paid (DDP) shipments on request, where duties and taxes are pre-paid by the sender for a smoother delivery experience for the recipient. DDP rates are quoted separately.

Still Have Questions?

Our customer support team is here to help. Call us on 086 9990 559 or 031 0300 300.

Available Monday to Friday, 08:00 – 17:00 SAST.