# FAQ's

## What is Volumetric Weight?

Simply explained, the bigger an item is, the more room it takes up on a truck, delivery vehicle or aircraft, and the more it costs to ship. If an item is large but light, the price will be based on the size (volumetric weight) rather than the actual weight.

## How to calculate Volumetric Weight?

Volumetric weight (sometimes referred to as dimensional weight) is calculated using a volumetric weight formula. Different courier companies use different metrics, but to establish the volumetric weight of your eParcel package, you just need to measure the length, height and width of your parcel.

For example:

You want to send a package (using the express service) that weighs 15KG's, and the dimensions of your package are 45cm x 50cm x 42cm. Using our volumetric weight formula ((LENGTH (cm) x BREADTH (cm) x HEIGHT (cm)) / 5000), you can now calculate the volumetric weight for your package.

((45cm x 50cm x 42cm) / 5000) = 18.9KG (Remember to round up)

Because the actual mass is 15 kg’s and the volumetric weight is 19 kg’s, the greater of the two (in this case the volumetric weight) will be used as the billable weight.

## What happens if my courier shipment weight changes?

You are liable to surcharges on any extra weight. Overweight items may cause considerable delay and/or damage to both your and other people’s parcels if sent on standard services. Please try and use the exact dimensions and weight of your packed shipment when doing a quote.

If we notice a difference in the billable weight we will notify you of the changes and the cost involved. If unpaid surcharges are not paid to EParcel within 2 days, the debt will automatically be passed over to our Insolvency Partner and your parcel will be destroyed.

## How do I send a parcel by courier?

If you don’t use couriers regularly, needing to send a parcel might seem like a bit of a head-scratch. Where do you even start? The whole thing can seem like a rather complicated process.

Don’t worry! At eParcel, we happen to be rather experienced in shipping parcels. We will take you through every step so that you know exactly what you have to do to send a parcel anywhere in the world!

## What happens if my e-waybill was not used & a waybill was filled in by hand?

Firstly your shipment will not be traceable as your waybill number has changed. Then there is a possibility that the manual waybill was not completed correctly which will delay the delivery process and your parcel could be lost due to not being able to trace it.

## Multiple Collections at the same address

If you have two or more parcels to be collected at your address, we recommend that you write your waybill numbers on top of your boxes or flyer bags. By doing this we would like to eliminate the possibility of waybills being swapped around & placed on incorrect shipments.

## How do I cancel my courier shipment?

If, for some reason you need to cancel you courier shipment, just contact us. If the collection has not been scheduled you will receive a full refund excluding a R50 administration fee. Should you wish to cancel after the collection has been arranged please contact us for the fees involved. All refunds will be paid back to your eWallet with eParcel.

## When will my items be collected?

Drivers will collect your items between 8.00 and 17.00. We are unable to advise of a more speciﬁc collection time. You may be able to contact us to get a smaller collection window. Please note that not all drivers have access to mobile phones so may not be able to call you in advance or when they arrive at the address. Ensure that someone is available during the collection times on your scheduled day of collection.

## When will my items be delivered?

Your items will be delivered between 8.00 and 17.00 on the delivery date. You can also track your items online to see when they are out for delivery.

## When should I book my collection?

We recommend booking 2 days before your collection date, but you can book up to 4 working days in advance.

## What if my item has been damaged?

It is very rare for any items to be damaged, but if your items have been damaged, we have procedures in place to possibly compensate you for the damage or loss. Please see below for more information on damaged parcels and the insurance claim process.

## Insurance and Claim procedure

INSURANCE IS ONLY AVAILABLE TO REGISTERED AND VALIDATED ePARCEL CLIENTS

Only claims lodged against a shipment for which insurance was selected when completing the order will be processed.  If no insurance was selected, no claim can be processed.

### What is covered by Insurance?

CLAIMS PROCEDURE IN DETAIL WHEN YOUR PARCEL HAS BEEN DAMAGED: