FaQ

Browse through our FAQ section. Should you still not find the answer to your question, please email us at info@skynet.co.za

FAQ: Registration

Why did I not receive my sms for verification?

Please check the cell phone number you have entered and try again.

Why do you need my ID and credit card number?

This is required for the free vouchers on offer which we link to an ID and a credit card to limit to one person

FAQ: Courier Services 

Why is the Economy service more expensive than the Express service?

The minimum charge for the Economy service includes parcels up to 10kg, where other services minimum charge only includes 2kg of weight.

When do I use Economy?

For large or heavy parcels and for deliveries that are not urgent.

What is the cheapest option?

Try and put your item into an A4 document (plastic flyer). Very cost-effective for up to 15kg depending on the service you choose.

FAQ: Waybill

How do I print my waybill?

Click on the links from the email sent to you after booking a collection

My pdf document is not opening. What can I do?"

Make sure your adobe pdf reader is up to date.

When the round blue spinning wheel, does not go away, what must I do?

Copy the link and open in Internet Explorer, Google Chrome or Firefox. This is a bug from the new Windows Edge software.

I can’t print my waybill?

If there is no print option on your screen due to the Windows bug, right-click the Pdf and “Save as”, then print.

I have a label, now what?

Simply print the documents supplied via email and attach it to the top of the package where it can be clearly seen. Collection: The driver will arrive on the selected date. Please give all packages to the driver, who will scan the label and this will activate the tracking code. Drop off: Depending on the courier service you selected, your packages will be dropped off at your door. You can track the progress on the SkyNet website.

No postal code for a certain area?

When you are trying to book a collection, but cannot find a postcode for that area, please try and search for the suburb or town, it may have another postal code due to it being a small town with no suburbs. If this does not resolve your problem, please do not hesitate to contact support@skynet.co.za.

We have provided a list of items on our “Packing” page. If your item is not there, please Google search your product. Failing that, weigh your parcel on a scale or stand on the scale with the parcel in your hands and measure before and after weight. If you do not have a scale you will have to estimate the weight, but please remember you will be billed for any weight over and above the quotation.

FAQ: Parcel Information

How do I know what my parcels weights?

We have provided a list of items on our “How to weigh” page. If your item is not there, please google search your product. Failing that, weight your parcel on a scale or stand on the scale with the parcel in your hands and measure before and after weight. If you do not have a scale you will have to estimate the weight, but please remember you will be billed for any weight over and above the quotation.

My pdf document is not opening. What can I do?"

Make sure your adobe pdf reader is up to date.

When the round blue spinning wheel, does not go away, what must I do?

Copy the link and open in Internet Explorer, Google Chrome or Firefox. This is a bug from the new Windows Edge software.

My item only weights 500grams, but your minimum is 1kg. Why am I being billed for 1kg?

SkyNet work on a minimum rates are 1kg. Please fill in 1 in the box provided.

What if my dimensions and weight are incorrect?

You will be contacted by our support team and you will be billed for the balance.

Actual Weight, Volumetric Weight and Billable Weight

Actual weight is the weight in kilograms (kg) of the package. It includes the weight of packaging and label.

Volumetric weight is calculated using the formula: width x length x height in centimetres / 5000 (Express) or 4000 (Economy). Therefore if you send a 1kg parcel with size 60 x 30 x 20 cm, its volumetric weight will be: 60 x 30 x 20 / 5000 = 7.2kg.

Billable Weight: compare the actual weight of the package to its volumetric weight. The larger of the two weights is the billable weight and should be used to calculate the rate.

Weighing and measuring your shipments

Different couriers have different policies on weight and size limits, so getting the correct weights and measurements is very important.

Please note if the reported measurements are different from the actual ones you will be charged an admin fee, along with a delivery rate upgrade to the correct price.

1. Measure the length, width and height of each parcel in centimetres (cm).

2. Weigh your parcel in kg. All our quoted prices are based on the volumetric kg which is based on this formula: width x length x height in centimetres / 5000 (Express) or 4000 (Economy).

The system will automatically select from the actual weight or the volumetric weight whichever is higher.

Do I get compensation if my parcel is being delayed?

Unfortunately not! Due to the nature of the environment we live in, we cannot be held responsible for load shedding, traffic jams, traffic lights not working and unpredictable weather conditions. However if the delay is considered serious (2-3 days or above after estimated delivery date) and it is the courier’s fault, then we will negotiate for a discounted rate on your behalf.

FAQ: Tracking

How can I track my delivery?

Please visit the tracking page on the Skynet website. Here you will see a list of all the parcels from your account. Find the parcel you want to track. The following page displays the status of the chosen parcel.

FAQ: Collection / Delivery

How do I cancel an order?

Please contact our support centre to cancel an order. Please note you only be refunded 50% of the order if not already collected. If collected, the full fee will apply.

Can I arrange a time for delivery?

Yes, SkyNet offers a definite time service.

What happens if my item is not delivered?

Most parcels are delivered between 09h00 and 18h00. It is impossible to check with couriers while en-route so we cannot offer an exact ETA on the delivery day.

Not being present to receive delivery

Sometimes delivery can fail for a number of reasons. If you missed your delivery due to you not being present, it will be rescheduled on the next working day. If a further attempt is made and the courier is still unable to deliver your parcel, you will be charged accordingly.

FAQ: Rates

Why have the rates changed?

We review our rates on a monthly basis. Factors such as the current fuel price are taken into consideration, as well as other market conditions.

FAQ: Insurance

Why have the rates changed?

We review our rates on a monthly basis. Factors such as the current fuel price are taken into consideration, as well as other market conditions.

Why do I need to insure my parcel?

Due to the environment we live in, we recommend you insure your goods for theft, damage and hijackings. Please make sure you have taken insurance when placing a collection. We will only process a claim if insurance has been selected.

Who insures my parcels?

By ticking the relevant box, your goods will be insured for the value and the description entered into the fields. An insurance policy has been arranged by our insurance brokers, Alchemy Risk Management (Pty) Ltd (FSP Licence No: 3936), which is underwritten by the Hollard Insurance Company. All insurance related queries which you may have should be emailed to support@skynet.co.za which will be forwarded to Alchemy Risk Management (Pty) Ltd. In the event of a claim, you would need to complete a Cargo claim form which will be forwarded to Alchemy Risk Management.

Compulsory documents when filing a claim

For damaged items:

1. Cost price invoice (with customer address)

2. Purchase price invoice (showing the cost price)

3. Photos of damages

4. Photos of packaging

For missing items:

1. Cost price invoice (with customer address)

2. Purchase price invoice (showing the cost price)

3. Photos of the original item

Please submit all the required documents otherwise we may not be able to process the claim.

Should I keep a damaged item that I am going to claim for?

Yes. Please keep the damaged item as it will be needed for photo evidence to claim your parcel. In some cases, damage inspection may occur which means that the courier may come and collect the item for damage inspection.

What is the time limit on submitting a claim?

As per our insurance partners policy, there is a time limit on submitting a claim which a claim can be declined if submitted later than the date mentioned below.

Missing parcel

Please submit a claim within 7 days of the estimated delivery date or once it has been marked as delivered whichever is earlier.

Damaged parcel

Please submit a claim within 2 days off the parcel being delivered

Providing evidence / information

During the claim process we may request for any further evidence or information, please reply to our email within 3 days otherwise we can only assume your claim has been resolved.

FAQ: Vouchers

How do I use them?
Your voucher/s will appear in your basket before you check out. Click on the box next to a voucher to use against your current order/s. The full voucher amount will be applied to your order/s and your total invoice amount will reduce accordingly. If your invoice is smaller than the voucher amount, the full voucher will still be redeemed and no voucher balance will remain.

FAQ: Refunds

Do I get a full refund if I make a mistake or want to make changes to my order?

No. You will be reimbursed up to 80% of your total order if no collection was triggered and the order was cancelled. If the collection was already triggered and/or if Skynet incurred a cost, no refund is due.

How will I be refunded?

If a refund is due to you, it will either be refunded to the account or card you made the payment from, or you can elect to be refunded to your wallet, for future use. Refunds are processed weekly. Refunds to wallets are immediate once processed, but refunds to credit cards and bank accounts may take up to 14 days after processing.

How do I claim a refund?
We require a request in writing from you for a refund. The request must state:

  • the reason for the request,
  • your invoice number,
  • your order number,
  • your waybill number and
  • the invoice amount.

Due to fraud risks and to protect all our customers, you must provide proof that the payment was made. We cannot accept a screenshot of your online banking statement or similar, as proof. We will require an original transaction confirmation in pdf format from your bank.

Open Hours

8am - 5pm Mon - Fri

Head Office

Units G, Isando Business Park, Cnr Vanacht & Gewel Streets, Isando, Gauteng, 1609