According to current Level 4 and Level 5 restrictions retailers are only allowed to sell - and couriers are only allowed to transport - a limited list of essential items at these levels.
PAXI is dependent on our courier and retail partners in order to operate. We will be taking our lead from them on what services can and can not be offered, based on their specific licenses and the lockdown levels imposed in their areas.
If a Lockdown Level is increased, affected parcels will be frozen in place in a secure area at either the affected PAXI Point or courier facility. Once the Lockdown Level is reduced, affected parcels will “released” to the best of our ability to continue on their journey and get to its destination as quickly as possible.
YES! But please note that some PAXI Points will only be open at Level 3 or Level 4.
If the PAXI Point is open and you have received an SMS to come and collect, please do so! The collection of available parcels has been authorised. Please be safe and make sure that the collection point is open before making the trip.
Unfortunately not. PAXI Bags are not considered essential goods as of yet, so their sale is currently restricted to Lockdown Level 3. If this changes we will update the information accordingly and let people know.
Unfortunately not, in order to accommodate customers, the parcel collection windows have been significantly extended to allow for convenient collections at a later time.
If it remains uncollected it will be returned to the sender to collect from the sending PAXI point. To recover the transport costs no refunds will be given.
Unfortunately not. We are in constant contact with our courier partners and everybody is working very hard to obtain the appropriate licenses to operate. As PAXI Points are opening and lockdown levels are lowered, PAXI services will resume to the best of our ability.
Unfortunately not. Your parcel will be collected and delivered as soon as our courier partners are able to do so. You will receive an SMS when your parcel is picked up and also when it arrives at its destination.
Yes, but at limited capacity and subject to the operating license they have, and the various restrictions relating to different Lockdown Levels in their area. At Level 4 and 5 operations will be restricted to essential items based on current regulations.
We apologise for this. We are trying our best under the current conditions, but the size of our support staff complement will be influenced by the lockdown levels and the need for social distancing within the call centre. We will try our best to provide you with information and respond to queries as best we can, but please expect a delayed response.
A PAXI bag that can be purchased at a PAXI Point
The item(s) you want to send
Proof of identification (ID/ Driver's license/Passport)
Knowing beforehand which PAXI Point you want to send the parcel to helps, but if you don't know, store staff will be able to assist you
No it isn't. Safely, securely and appropriately packing the contents of a parcel is left to the customer. As such PAXI cannot assume any liability for damaged parcels. For further details please consult our Terms and Conditions.
In the event of a lost parcel, PAXI's liability for any loss or damage suffered by you, will be limited to the amount of R500.00 or the value of the parcel, whichever amount is less. Please consult the Terms and Conditions on our website for more details.
A self adhesive strip is available in the inside flap of the PAXI bag. Peel off the strip and make sure you press the glue strip tightly onto the white part of the bag. A good seal is important to protect the contents from getting wet or falling out.
It is important that the bag closes along the seal strip. If you purchase a bag that cannot seal, as second bag or a larger bag will be requried. The PAXI point and couriers reserve the right to refuse the collection and transport of unsealed bags.
Always use high-quality wrapping and filler materials and carefully consider the strength and durability of your chosen packaging. The use of boxes and filler items like bubble wrap, newspaper and packing foam is strongly encouraged if any fragile items are going to be sent.
Both you (sender) and the receiver will be informed via SMS as soon as your parcel has been delivered to your chosen destination PAXI point.
Should the receiver not collect the parcel within the allowed collection window, you will receive reminders to encourage them to collect it.
There are multiple ways to track your parcel. You will receive SMSes throughout the parcel journey, but if you want to see some additional details you can track the parcel on our tracking page, of call the PAXI Call Centre, or track it via WhatsApp
If a parcel is left uncollected beyond its collection window, it will be sent back to the store where you dropped it off. You will be informed via SMS when it is being sent back, as well as when it arrives.
The most economical PAXI offering makes use of low cost transportation network travels on a fixed route. As such, parcels can sometimes take a couple of days to get collected from the PAXI point, or may even travel in the opposite direction as you would expect. While the wait may be frustrating at times, it is the reason the price is as low as it is.
Refer to our store locator page to find your closest PAXI point. Each PAXI Point will have a sign in the window displaying their unique PAXI Point code.
Currently PAXI is available at PEP, PEPhome and PEPcell stores across South Africa, and we will be adding more locations in the coming months and years.
If the sending PAXI Point accidentally selected the incorrect destination PAXI Point, please contact the call centre to reroute your parcel to the correct one. If it has already been delivered to the incorrect destination, it can be forwarded to the correct PAXI Point. Please note that this might result in a delay of your parcel.
Is someone has sent you a parcel without asking for your prefered PAXI point, you can search on the Store Locator Page to find out where it was sent to. Just change the seach type from "Address" to "PAXI Point" and enter the unique PAXI Point Code to find out where your parcel was sent to.
PAXI is a safe and secure delivery service. All PAXI parcels are stored in dedicated secure storage locations at the various PAXI points. PAXI uses a sophisticated IT system that is able to track all parcels at all times. In the unlikely event that something goes wrong, we will know exactly where and when this happened and will resolve this for you.
Please contact PAXI and provide us with your new contact details. Without your details PAXI will be unable to notify you that your parcel is ready for collection.
Some security questions may be asked during this process.