Frequently Asked Questions

Answers to the most common questions about our courier services

Booking & Ordering

How do I book a shipment with ICExpress?

You can book a shipment through our website by using the online quote calculator, calling our office directly, or logging into the ICExpress customer portal if you have an account. Simply enter your collection and delivery details, parcel dimensions, and weight to receive an instant quote. Once confirmed, we’ll schedule collection at your preferred time.

Do I need an account to use ICExpress?

No, you do not need an account to send a once-off shipment. You can book and pay online as a guest using our secure payment gateway. However, if you ship regularly, opening a credit account gives you access to preferential rates, consolidated invoicing, and our full customer portal with advanced booking and reporting tools.

Can I request same-day collection?

Yes, same-day collection is available for bookings placed before the daily cut-off time, which varies by area. In major metropolitan centres such as Johannesburg, Cape Town, Durban, and Pretoria, bookings placed before midday are typically collected the same afternoon. Contact our team to confirm availability in your area.

Pricing & Payment

How is the shipping price calculated?

Shipping prices are calculated based on the billable weight of your parcel (the greater of actual weight or volumetric weight), the origin and destination, and the service level selected. All applicable surcharges – including fuel, remote area, and residential fees – are included in the quoted price so there are no surprises.

What payment methods do you accept?

For online bookings, we accept Visa, Mastercard, and payments through PayFast, South Africa’s leading payment gateway. Account customers receive monthly invoices with 30-day payment terms. EFT payments are also accepted for pre-arranged shipments.

Are there any hidden costs?

No. ICExpress is committed to transparent pricing. The quote you receive includes the base rate, all applicable surcharges, and VAT at 15%. There are no hidden administration fees, booking fees, or surprise charges. What you see in the quote is what you pay.

Tracking & Delivery

How do I track my shipment?

You can track your shipment using the last 5 digits of your waybill number on the ICExpress website. Simply enter your tracking reference in the tracking field on our homepage or contact our customer service team for a status update. Account customers can also track all shipments through the customer portal.

What are the delivery timeframes?

Delivery timeframes depend on the service selected and the route. Overnight express deliveries between major centres are typically delivered by 10:30 the following business day. Economy road freight takes 2–4 business days for main routes. Cross-border and international deliveries vary by destination – contact us for specific transit times to your destination.

What happens if the receiver is not available for delivery?

If the receiver is not available, our driver will attempt to contact them by phone. If delivery cannot be completed, the parcel will be returned to the nearest ICExpress depot and a notification will be sent. A second delivery attempt will be scheduled, or the receiver can arrange collection from the depot. After three failed attempts, the parcel is returned to the sender.

Packaging & Restrictions

How should I package my shipment?

Proper packaging is essential to protect your goods during transit. Use a sturdy corrugated cardboard box, wrap fragile items individually with bubble wrap, fill void spaces with packing material, and seal all seams with strong packing tape. For detailed packaging guidelines and best practices, visit our packaging guidelines page.

What items are prohibited from shipping?

Certain items cannot be transported by courier due to safety, legal, or regulatory restrictions. These include explosives, flammable liquids, narcotics, firearms, live animals, and perishable foodstuffs (without prior arrangement). For the full list of items we cannot accept, please review our prohibited items page.

Insurance & Claims

Should I insure my shipment?

We strongly recommend insuring any shipment of value. Without Goods in Transit (GIT) insurance, your goods travel at your own risk and carrier liability is limited. GIT insurance covers loss, damage, and theft for a small premium based on the declared value. It must be activated at the time of booking.

How do I submit a claim?

Claims must be submitted within 7 days of delivery (or the expected delivery date for lost shipments). To file a claim, contact our customer service team with your waybill number, a description of the issue, photographs of any damage, and the original commercial invoice. For damage claims, the Proof of Delivery (POD) must show that the shipment was received damaged or incomplete – ensure the receiver notes any issues at the time of delivery.

International Shipping

What documents do I need for international shipments?

International shipments require a commercial invoice, and depending on the destination and commodity, you may also need a packing list, certificate of origin, or customs declaration. For a complete guide to all required documentation, visit our customs documents page.

Who pays import duties and taxes?

By default, import duties and taxes are the responsibility of the receiver at the destination country. This is known as Delivered Duty Unpaid (DDU). If you prefer to prepay duties on behalf of the receiver, you can select Delivered Duty Paid (DDP) at the time of booking, subject to availability for your destination.

Which countries do you deliver to?

ICExpress delivers to over 200 countries and territories worldwide through our global network of trusted partners. Whether you’re shipping to neighbouring African countries, Europe, the Americas, Asia, or Australasia, we have a service solution to match your requirements and budget.

Still Have Questions?

Our friendly customer service team is here to help with any queries not covered above.