| Q: |
How do I know that the company handling the goods is reputable? |
| A: |
Borntosend has spent a great deal of time evaluating the capabilities of
many courier companies, and has gone on to sign detailed Service Level
Agreements with its chosen partners. Our customers are therefore assured
that their packages will be dealt with by seasoned professionals who are
dedicated to delivering service excellence. |
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| Q: |
How do I know which courier company will be handling my parcel? |
| A: |
On confirming the
transaction the user will be advised of which courier company
has been selected to perform the service requested. A
confirmation slip will also be e-mailed to the user for record
purposes. |
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| Q: |
Can goods be insured through Borntosend? |
| A: |
Insurance premiums are calculated at a rate of 3.00% of the declared value of the goods, with a minimum charge of ZAR 30.00 per shipment. Borntosend offers insurance up to a maximum of R750 000.00 per parcel for both domestic and international shipments. Cover for amounts greater than R750 000.00 can also easily be arranged by contacting Borntosend's Customer Service Department on 011-440-1031. |
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| Q: |
Can I track my parcel? |
| A: |
Presently all international and domestic courier shipments are available on Track and Trace via our website. Simply enter the relevant courier company's waybill number into the appropriate field, from the "Track My Package" link on the homepage, and click "Find". Please also note that an "Dedicated Monitoring Service" service is available to all users at a cost of R12-50 per package for Domestic shipments, and R20-00 per package on International Shipments. If you select this service our Customer Service Agents will proactively track and trace the relevant package from collection to final delivery, and will contact you with the proof of delivery details within 1 hour on all Domestic shipments, and within 24 hours on all International shipments. This offers you complete peace of mind and means that we will monitor your shipment all the way throughout its journey.
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| Q: |
What are my payment options? |
| A: |
For occasional users Borntosend accepts payment via credit card, and for those who have a regular courier need account facilities are available. Please refer to the Account Application page for further information. In addition, Borntosend also offers a pre-paid account facility to customers who send a few parcels a month and do not want to pay by credit card. With this facility clients may deposit funds into their Borntosend account, and immediately have access to all the same functionality as normal credit facility holders. Should you opt for this pre-paid system we will automatically load a 10% discount on all rates for your account.
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| Q: |
Can Borntosend courier packages anywhere in the world? |
| A: |
Yes. At the moment Borntosend can send packages to 228 countries through its network of courier partners.
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| Q: |
Am I able to make telephonic bookings with Borntosend when I do not have Internet access? |
| A: |
Absolutely. The Borntosend Customer Care Agents are trained to accept telephonic bookings from all users. Please dial 086-000-888-0 or (011) 440-1031.
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| Q: |
If I have an urgent delivery requirement after hours, over public holidays or weekends, can Borntosend accommodate me? |
| A: |
Borntosend offers a full range of services after hours, over weekends and on Public Holidays. Please note that the Customer Service Centre operates weekdays from 08h00 to 18h00, and any bookings made outside these office hours can only be completed through this website. We have therefore included 'Advanced Booking Functionality', which allows you to book a collection up to seven (7) days in advance. It is always advisable that you arrange after hours collections through our Customer Services Centre. |
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| Q: |
Does Borntosend operate 24 hours a day? |
| A: |
Presently the Borntosend
offices are only open during office hours, from 08h00 to
18h00, Monday to Friday, but the website functions 24 hours
per day and thus accepts transactions accordingly. |
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| Q: |
Does Borntosend operate its own pick-up and delivery fleet? |
| A: |
No. We leave the physical
handling of goods to the professionals and only facilitate the
online booking and query process. Once a user has decided to
send a parcel via Borntosend's website after having searched
for the ideal service or price option, the information is
forwarded to the selected courier company for
despatch. |
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| Q: |
Do I have to open an account with each of the different courier companies? |
| A: |
No. You need open only one account with Borntosend in order to have access to the wide variety of services available. This account as well as its statement history is available on the website 24 hours per day for the account holder's convenience. |
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| Q: |
Can I get access to a hardcopy proof of delivery if necessary? |
| A: |
When necessary Borntosend
will certainly arrange for the provision of a hardcopy POD.
This can be requested by contacting a customer service
agent. |
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| Q: |
How do I get training on how to use this website and all of its functions? |
| A: |
Borntosend's customer
service department is always available to answer user queries.
However, in the case of larger corporate users a Borntosend
team will be sent out to conduct on site training whenever
required. |
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| Q: |
How secure are my details when transacting on Borntosend? |
| A: |
Borntosend uses 128-bit
SSL software encryption and we do not send unencrypted credit
card numbers over the Internet. |
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| Q: |
What is the difference between a document and non-document? |
| A: |
A consignment can only be classified as a document if the contents are paper, and if this paper is unbound. Often customs will
determine that a book is a non-document because it is bound. The same applies
to brochures, magazines and the like. |
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| Q: |
When do I need a proforma invoice? |
| A: |
Some countries require a Proforma Invoice and some a Commercial Invoice. In general, BLNS (Botswana, Lesotho, Namibia and Swaziland) countries require a Commercial Invoice together with a handful of other smaller destination countries. Proforma Invoices should be used when the commodity being exported is of no commercial value; is not being exported for resale purposes; and where the shipper will not realise a profit from the consignment. |
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| Q: |
Is there a different rate applicable to non-documents and documents? |
| A: |
Yes. Courier charges in respect of non-documents are always more than in the case of
documents as a result of export and clearance processes which have to be followed due to customs regulations.
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| Q: |
Can Borntosend import goods for me from another country into South Africa? |
| A: |
Yes. This is a very specialised service and it must be
noted that the charges in respect of import services are higher than normal
export courier fees. The import service is not available on the website and you
are requested to contact our Customer Service Centre on 086-000-888-0 for
all quotations and bookings. |
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| Q: |
Are all customs duties included in the courier charge I pay to Borntosend? |
| A: |
No. It is important to note that if customs in the
receiving country levy duties on a particular consignment, then these duties
are for the receiver's account. Borntosend can allow for the sender, based in South Africa, to pay the duties owing in the destination country, but this is a special arrangement which must be made with Borntosend prior to shipping and is only available to account holders. |
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| Q: |
When do I need a bank declaration? |
| A: |
If the value of the package you are exporting from
South Africa is worth more than R50 000-00, then you must obtain a bank declaration form from your bank. |
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| Q: |
Will it take the same amount of time to deliver a document and a non-document? |
| A: |
In the vast majority of instances non-documents take between 24 and 48 hours longer to deliver than documents. This is primarily due to the customs clearance process that takes place in the receiving country. Click here to view transit times by country. |
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| Q: |
When do I need a Commercial Invoice? |
| A: |
A commercial/tax invoice is usually required when the commodity being shipped has a commercial value and the shipper will realise a profit from the consignment; but there are some countries that still require the invoice irrespective of the value of the goods. These invoices are a pre-requisite (together with a CCA1) for all non-document shipments destined for Botswana; Lesotho; Namibia and Swaziland. There are a few other countries around the world which also require Commercial Invoices - please contact our Customer Service Centre in this regard. |
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| Q: |
When is a CCA1 required? |
| A: |
A CCA1 must accompany all non-document shipments en route to Botswana; Lesotho; Namibia and Swaziland. This is a formal customs document and must be completed in full. These forms can be obtained from Walton's Stationers or from Borntosend. Please contact our Customer Service Centre if you need additional information. |
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| Q: |
What are restricted and prohibited items? |
| A: |
Restricted items refer to certain commodities/articles that may not be shipped either to specific countries, or at all. Borntosend does not accept any Dangerous Goods for carriage to any destination. Other examples would be sending newspapers into China; Cuban cigars into the USA; alcohol into Egypt (and most of the Middle East) and certain video material into Saudi Arabia. In addition, Borntosend chooses not to accept certain high risk items for carriage. If you are in any doubt regarding the restrictions pertaining to your shipment please contact our Customer Service Centre. |
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| Q: |
What Freight services does Borntosend offer? |
| A: |
Please go to the Services page. |
|
| Q: |
Does Borntosend offer Domestic Roadfreight Services? |
| A: |
Yes, Borntosend offers a normal Domestic Roadfreight service through its courier partners, and a Deferred Domestic Roadfreight Service in partnership with Exel. These services are explained in greater detail on the Services page |
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| Q: |
What are the average transit times for the Deferred Domestic Roadfreight Service? |
| A: |
Deliveries to a Main Centre are performed between 48 and 96 hours after collection, excluding the day of collection and weekends / Public Holidays. Deliveries to Regional Areas are performed between 48 and 120 hours. |
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| Q: |
What shipments should be sent via this service? |
| A: |
Typically it is more cost effective to utilise Deferred Roadfreight Services for shipments weighing at least 25 kilograms or greater. |
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| Q: |
Can I book a freight collection online? |
| A: |
Yes, if you have an account facility with Borntosend please go to collection booking, or contact our Customer Care Centre on 086-000-888-0 or (011) 440-1031. |
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| Q: |
What is considered to be Dangerous and Hazardous Goods? |
| A: |
Certain items are restricted for carriage in accordance with IATA regulations, and Borntosend will not transport these. These include but are not limited to:
Flammable materials
Batteries
Detergents
Corrosive agents
Aerosol cans
Paint
Ammunition
Explosives
Fertiliser
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| Q: |
What is considered to be a Prohibited Item? |
| A: |
As distinct from Dangerous or Hazardous Goods, there are certain items that Borntosend has chosen not to carry for various reasons as opposed to being legally prohibited from doing so. These include but are not limited to:
Jewellery
Any cash equivalent
Precious stones
Furs
Coins
Credit cards
Bullion
Bank and/or treasury notes
Securities
Cheques
Bloodstock
Medical specimens
Livestock
Works of art
Antiques
Firearms
All illegal substances and items
Glass products
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